Terms & conditions

The Lost Dogs’ Home is committed to protecting your privacy in accordance with our obligations under the Privacy Act 1988.

Payment Policy

The Lost Dogs Home Vet Hospital is a non for-profit veterinary clinic for The Lost Dogs’ Home. All proceeds go directly back to helping lost and abandoned animals. Payment in full is required at the end of your appointment, purchase or time of discharge. If you are, or expect to be experiencing financial difficulty, please let reception know prior to your appointment.
 

We accept payment by Cash (exact amount required), EFTPOS/Credit card, American Express (AMEX),
VetPay or Afterpay.

Deposit Policy 
Effective from 1st March 2023, all veterinary surgical procedures require the payment of a $100 deposit at the time of booking. This deposit will be credited to your account upon completion of the procedure. This deposit is non-refundable in the event of cancellation within 48 hours of the appointment or non-attendance. This covers our reasonable costs as we may not be able to re-allocate the appointment time to other customers on short notice, and accounts for any preparation undertaken by your treating veterinarian in anticipation of the procedure.

For surgery's estimated to be over $1k, a 50% deposit is required at the time of morning admit. The remaining bill must be paid in full when collecting your pet at discharge.

In cases of multiple instances of non-attendance or non-payment, or when booking appointments for more than two animals at once, you may be required to pay a deposit to secure your appointment.

Cancellation Policy 
Appointments not confirmed by 8AM on the day of service will be automatically cancelled to allow other patients the opportunity to be seen by our veterinary and hospital team. Clients arriving more than five minutes late may not be accommodated, as this can impact other scheduled appointments. If you anticipate being late, please contact the clinic as soon as possible to discuss options.

Admit & Discharge Policy
If you have a scheduled admit or discharge time, please make every effort to arrive on time. Late arrivals can significantly impact workflow and delay procedure start times. If you are more than five minutes late, a late fee will apply.
 

Code of Conduct 

We expect all clients to treat our staff with respect and courtesy. We have a zero-tolerance policy for any form of abuse, including verbal, physical, or emotional harm. Such behavior will not be tolerated and may result in immediate dismissal from the clinic and the termination of veterinary services by us. We encourage constructive communication for any concerns and appreciate your cooperation in maintaining a positive environment for everyone. 

Data Privacy Statement

The Lost Dogs’ Home is committed to protecting your privacy in accordance in accordance with our obligations under the Privacy Act 1988 (Cth). The information you have provided will be used for the purpose of providing you with veterinary services and other related purposes, including marketing in accordance with your expressed preferences. For more information about how we manage your personal information, please visit our Privacy Policy at http://dogshome.com/privacypolicy/. You may contact privacy@dogshome.com with any queries.

Refund and Return Policy

Unopened food, merchandise and medication can be returned within 6 months for a refund or credit note. Drugs must be in its original packaging. E.g. Blister packets or sealed bottle. Open medications and medications that are individually dispensed into pill bottles cannot be returned. However, they can returned for disposal. Depending on the brand of food, it may be returned once opened if there is palatability guarantee.