These Terms & Conditions apply to services availed through Dr. Paws clinics, hospitals, Vet At Home services, grooming services and other Dr. Paws service channels.
By booking or availing a service with Dr. Paws, you agree to the following:
1. Appointments & Availability
- All appointments are subject to doctor, groomer, service and clinic availability.
- Appointment times are approximate and may be delayed due to emergencies or cases requiring urgent medical attention.
- Certain services, procedures or specialists may only be available at selected Dr. Paws locations.
2. Cancellations & Rescheduling
- Please inform us as early as possible if you need to cancel or reschedule an appointment.
- Repeated no-shows or last-minute cancellations may affect future booking availability.
- Certain appointments, procedures or home visits may require an advance payment or booking fee.
- If a patient arrives more than 15 minutes late without prior intimation to the clinic, Dr. Paws reserves the right to reschedule or cancel the appointment, subject to availability.
3. Veterinary Consultation & Treatment
- Treatment recommendations are based on the veterinarian's clinical assessment of the pet at the time of consultation.
- Additional diagnostics, medicines, procedures or referrals may be recommended where clinically necessary.
- Treatment plans and estimated costs may change depending on test results, the pet's response to treatment or changes in the pet's condition.
- No medical treatment or procedure can guarantee a specific clinical outcome.
4. Consent for Procedures
- Certain procedures, diagnostics, sedation, anesthesia, hospitalisation or surgery may require additional consent from the pet parent.
- In an emergency, the veterinary team may recommend immediate intervention in the pet's best medical interest and will attempt to contact the pet parent wherever reasonably possible.
5. Pricing & Payments
- Prices may vary depending on the service, clinic, pet size, condition, medicines, consumables or additional treatment required.
- Estimates provided before treatment are indicative unless otherwise stated.
- Any additional services or treatments required will be communicated wherever reasonably possible before being performed.
- Payment is due as per the billing terms communicated by the clinic or service team.
6. Grooming Services
- Grooming services are subject to the pet's coat condition, skin condition, temperament and ability to safely undergo grooming.
- Additional charges may apply for services such as de-matting, tick/flea treatment or other special handling requirements.
- Dr. Paws may modify, pause or decline a grooming service if continuing could compromise the safety or welfare of the pet or grooming team.
- Specific grooming offers may have additional Terms & Conditions.
- In cases of heavy matting, the de-matting process may cause temporary redness, skin irritation or mild rashes due to friction and the condition of the coat and skin.
- If a pet is not picked up within 30 minutes of the grooming service being completed, additional boarding or holding charges may apply.
7. Vet At Home Services
- Vet At Home services are subject to serviceability, veterinarian availability and the nature of the pet's condition.
- Some conditions may require examination, diagnostics, hospitalization or treatment at a Dr. Paws clinic or hospital.
- Home consultations are not a substitute for emergency hospital care where urgent intervention is required.
8. Emergencies
- Emergency cases are prioritized based on medical urgency.
- Waiting times may therefore vary.
- Where specialized or advanced care is required, Dr. Paws may recommend referral or transfer to another facility.
9. Medicines, Products & Prescriptions
- Medicines and veterinary products should be used only as advised by the treating veterinarian.
- Prescription medicines may require a valid veterinary consultation before dispensing.
- Product availability may vary across clinics and service locations.
10. Offers & Discounts
- Promotional offers are subject to their respective eligibility criteria, validity periods and specific Terms & Conditions.
- Unless specifically stated, offers cannot be combined with other discounts, coupons or promotions.
- Dr. Paws reserves the right to modify or withdraw promotional offers, subject to applicable law.
11. Pet Parent Responsibilities
Pet parents are responsible for providing accurate and complete information regarding the pet, including:
- medical history;
- ongoing medications;
- known allergies;
- previous reactions to medicines or anesthesia;
- behavioural concerns or aggression;
- infectious diseases or parasite concerns; and
- any other information relevant to the pet's treatment or handling.
Pets should be appropriately restrained using a leash, carrier or other suitable method while visiting Dr. Paws facilities.
12. Safety & Behaviour
- Dr. Paws may use appropriate restraint methods where necessary for safe examination, treatment or grooming.
- Services may be stopped or modified if a pet displays behaviour that poses a significant risk to itself, other animals, staff or pet parents.
- Sedation, where medically appropriate, will only be undertaken following veterinary assessment and consent.
13. Hospitalization & Personal Belongings
- Pet parents should avoid leaving unnecessary personal belongings with hospitalised pets.
- Dr. Paws cannot guarantee against loss or damage of items such as collars, leashes, bedding, toys or clothing left with the pet.
14. Records & Communication
- Dr. Paws may maintain medical records, prescriptions, diagnostic results, treatment notes, invoices and appointment records relating to your pet.
- Contact information provided by the pet parent may be used for appointment updates, treatment communication, follow-ups and other service-related communication.
- Promotional communication will be handled in accordance with applicable consent and communication preferences.
15. Photography & Media
Photos or videos of pets will not be used for marketing or promotional purposes without appropriate permission from the pet parent, except where otherwise permitted by applicable law.
16. Service-Specific Terms
Certain services, packages, memberships, promotions, procedures or campaigns may have additional Terms & Conditions. Where applicable, those specific terms will apply together with these General Terms & Conditions.
17. Changes to These Terms
Dr. Paws may update these Terms & Conditions periodically to reflect changes in services, operational requirements or applicable regulations. The latest version published on the Dr. Paws website will apply.
18. Contact
For questions regarding a booking, bill, service or these Terms & Conditions, please contact the relevant Dr. Paws clinic or our customer support team.
