Our Policies

Eastwood Vets is committed to protecting the privacy of our clients and their animals. We collect personal information solely for the purpose of providing veterinary services and communicating with you about your animal's care.

Information We Collect

We collect your name, contact details, and information about your animals. This may include medical history, treatment records, and payment information.

How We Use Your Information

• • To provide and follow up on veterinary care for your animals
• • To send appointment reminders and health notifications
• • To process payments and maintain financial records
• • To comply with legal and regulatory obligations

Disclosure

We do not sell or share your personal information with third parties except where required by law or with your explicit consent. Referral information may be shared with specialist practices when required for your animal's care.

Analytics

This website uses Microsoft Clarity, a behaviour analytics service that may collect anonymised session data including mouse movements, clicks, and page interactions to help us improve our site. No personally identifiable information is linked to this data. See Microsoft's Privacy Statement for details.

Access & Corrections

You may request access to or correction of your personal information at any time by contacting our reception team at reception@eastwoodvets.com.au.

Eligibility

Medication refills are only available for current Eastwood Vets patients with a valid, active prescription from one of our veterinarians. Animals that have not been examined within the past 12 months may require a consultation before a refill can be issued.

Processing Time

Please allow 24–48 business hours for your medication to be prepared after submitting your request. Refill requests submitted after 3pm on Fridays will be processed the following Monday.

Collection

Medications must be collected in person from our clinic at 26 Howitt Ave, Bairnsdale, VIC 3875. We do not currently offer postal or delivery services for prescription medications.

Urgent Requests

For urgent medication needs, please call us directly on (03) 5152 4152 rather than submitting an online request.

Appointment Requests

Online booking requests are not confirmed until you receive a call or email from our reception team. Please do not assume your appointment is confirmed until you have received this confirmation.

Cancellations

We kindly ask that you provide at least 24 hours' notice if you need to cancel or reschedule your appointment. This allows us to offer the time to other patients who may be waiting.

Late Arrivals

If you are more than 15 minutes late, we may need to reschedule your appointment. Please call ahead if you are running late so we can accommodate you where possible.

Emergencies

Emergency cases will always take priority. If you have a non-urgent appointment and there is an emergency, there may be delays. We appreciate your understanding and patience.

Payment on the Day

Payment is required in full at the time of your visit. We do not offer accounts or deferred payment for routine consultations and services.

Accepted Payment Methods

• • EFTPOS and credit/debit card (Visa, Mastercard)
• • Cash
• • Pet insurance claims (we can assist with on-the-spot claiming where supported)

Pet Insurance

We support direct insurance claims where your insurer allows it. Please inform reception at the time of booking if you intend to claim. Full payment is required if your claim cannot be processed on the day.

Estimates

We are happy to provide written cost estimates for planned procedures. Actual costs may vary based on your animal's condition and any additional treatment required. We will always discuss costs with you before proceeding with treatment.