Terms & Conditions
Cyber Security & Privacy Policy
Our Commitment
VetPlus is committed to protecting the privacy and security of our clients’ personal and business information. We recognise that we hold a significant amount of client, farm, and animal health data, and we take our responsibility seriously. We manage personal information in accordance with the Privacy Act 2020.
What Information We Collect:
- Name and contact information
- Location and farm details
- Billing and purchase information
- Business-related activities
- Animal health and treatment records
- Laboratory results and veterinary history
- Communications between you and VetPlus
Why We Collect Your Information
We collect and use your information to provide veterinary services, maintain records, communicate with you, manage billing, meet legal obligations, and improve our services. If you choose not to provide certain information, we may be unable to provide some services.
How We Store and Protect Your Information
Your information is stored across secure systems including practice management systems, Microsoft 365, local clinic systems, and approved third-party providers. These may be on-premises or cloud-based. We restrict access, use secure authentication, and work with trusted providers.
Sharing Your Information
We may share your information with laboratories, referral veterinarians, IT providers, payment providers, and regulatory authorities where required. We do not sell your information.
Collection From Other Sources
We usually collect personal information directly from you. However, we may also collect information about you from other sources where this is necessary to provide veterinary services, manage our relationship with you, or operate our business.
This may include information from:
- farm staff, managers, sharemilkers, trustees, company representatives, or other authorised contacts
- laboratories and diagnostic service providers
- referral veterinarians, consultants, or other animal health providers
- payment, accounting, or debt collection providers
- publicly available sources or regulatory bodies where relevant
- third-party systems used in the provision of veterinary or business services
Where we collect personal information about you from another source, we will take reasonable steps to ensure you are aware of the collection, the purpose of the collection, who may receive the information, and your rights to access and correct that information, unless an exception under the Privacy Act 2020 applies.
Storage and Overseas Data
Some systems may store data outside New Zealand. We ensure providers meet appropriate privacy and security standards.
Data Retention
We retain information only as long as necessary for business and legal purposes and securely delete or anonymise it when no longer required.
Your Rights
You can request access to or correction of your personal information. Contact us at vetplus@vetplus.co.nz or 0800 VetPlus. You may also contact the Office of the Privacy Commissioner.
Privacy Breaches
If a breach likely to cause serious harm occurs, we will investigate, contain, notify affected individuals, and notify authorities where required.
Contact
vetplus@vetplus.co.nz or 0800VETPLUS.
Updates
This policy may be updated from time to time.
Returns & Refunds
Food Returns / Taste Guarantee:
We have been very deliberate about the selection of pet food we stock in our on-line store. Our philosophy is to provide your pets with premium products, made from top quality ingredients, with proven and science based nutritional benefits.
Some of our product offerings are ‘therapeutic’ or ‘prescription’ foods which must be recommended by a registered veterinarian for the treatment of a condition or for a particular health benefit. These foods are ‘vet only’ products and are identified during the check-out process where you will be asked to confirm a couple of statements before the order can be placed.
When you are trying a new food for your cat or dog, it is important that you introduce the food gradually to your pet’s diet over a week or so. After this time, if you find that your pet simply won’t accept the new food, you may return it to a VetPlus clinic for a full refund.
General Refund Policy:
If you are not completely satisfied with a product you have purchased from us, you can return that product to us with proof of purchase, within 14 days following delivery, in a re-saleable condition and we will replace, repair within a reasonable timeframe or refund the original purchase price of that product provided the product and packaging is in its original condition and is re-saleable.
If for any other reason you are dissatisfied with your purchase, please contact us to discuss options. For full information refer to our terms and conditions.
Shipping of Returns:
Product returns may be shipped to:
VetPlus, 45 Nukuhau Street, Taupo 3330 together with proof of purchase.
You will be responsible for the cost of shipping any returns, and any shipping costs incurred in the delivery of product to you are non refundable (except where the product is accepted by us, to be faulty).
To discuss a return or arrange a refund, please contact us shop@vetplus.co.nz.
Veterinary Advice Disclaimer
The information on our website and on-line store is general and is not a substitute for an individualised veterinary diagnosis or opinion on your animal/s specifically.
You should seek immediate veterinary advice in the event of your animal showing any signs of distress, pain or discomfort.
You should direct any specific questions about your animal to a veterinarian or other professional animal care provider.
You should never delay seeking veterinary advice, disregard veterinary advice or discontinue veterinary treatment because of information on our website or on-line store.