Terms and Conditions of Veterinary Services
Atlas Veterinary Clinic & Surgery
1. Acceptance and Applicability of Terms
These Terms and Conditions govern the provision of veterinary services by Atlas Veterinary Clinic & Surgery (the “Clinic”) to the owner or authorised representative of the animal presented (the “Patient”) for treatment (the “Client”).
By engaging the Clinic’s services (the “Services”), including but not limited to consultations, treatments, diagnostics, surgical procedures, hospitalisation, purchase of medications or products, boarding, follow-up care and communication through any platform, the Client acknowledges that they have read, understood, and agreed to be bound by these Terms and Conditions.
These Terms apply to all clients, whether new or existing, and to all Services provided by the Clinic, unless otherwise expressly agreed in writing.
The Clinic reserves the right to amend these Terms and Conditions from time to time. The version in effect at the time Services are rendered shall apply.
By engaging the Clinic, the Client agrees to be bound by these Terms, together with any written consent forms, estimates, or treatment plans provided.
The Client represents and warrants that:
- they are the lawful owner of the Patient or duly authorised by the owner; and
- they have full authority to consent to treatment and incur fees.
2. Nature of Veterinary Services
The Client acknowledges that veterinary medicine is not an exact science. Outcomes cannot be guaranteed, and results may vary despite appropriate care, skill, and diligence.
All Services are provided based on professional judgement, available information, and prevailing standards of veterinary care at the time of treatment.
3. Professional Autonomy and Clinical Decision Making
All Services are provided at the discretion of the attending veterinarian, who exercises independent professional judgement in the best interests of the Patient. The Client authorises the attending veterinarian to carry out such examinations, diagnostic tests, and treatments as are reasonably necessary in the veterinarian’s professional judgment.
Diagnostic recommendations, treatment options, and procedural decisions are made based on clinical assessment, medical history, animal welfare considerations, and accepted professional and ethical standards.
The Clinic and its veterinarians are not obliged to provide any treatment or service that, in their professional judgement, is not clinically indicated, poses an unreasonable risk, is unlikely to benefit the Patient, or is inconsistent with ethical or professional obligations.
The Client agrees not to exert undue pressure, influence, or coercion on any member of the Clinic in relation to clinical decisions.
4. Client Conduct and Respectful Behaviour
The Clinic is committed to maintaining a safe, respectful, and professional environment.
The Client agrees to behave respectfully towards all Clinic staff, including veterinarians, nurses, support staff, and management.
Abusive, threatening, harassing, discriminatory, or intimidating behaviour will not be tolerated. This includes verbal abuse, written communications, aggressive conduct, harassment, or behaviour that may reasonably cause distress or harm. This applies to interactions in person, by telephone, via electronic messaging, email, social media, online reviews, or any other communication platform.
The Clinic reserves the right to take appropriate action in response to such behaviour, including issuing warnings, limiting communication channels, refusing or discontinuing non emergency services, or terminating the professional relationship, subject to applicable laws and ethical obligations.
Nothing in this clause prevents the Client from raising concerns or complaints in a respectful and appropriate manner.
5. Communication, Response Times, and Emergencies
The Clinic prioritises the care of Patients physically present at the Clinic. As such, response times for calls, messages, emails, or other communications are not guaranteed.
Electronic communication platforms are not monitored continuously and are not intended for emergency advice.
The Client agrees not to rely on messaging platforms, email, or social media for urgent or emergency medical advice. In emergencies, the Client must seek immediate veterinary attention at an emergency veterinary facility.
The Clinic also cannot guarantee that appointments or care will always be available. There may be times, even where an appointment is made, the Clinic is unable to provide Services (or continue to provide Services) to treat the Patient due to circumstances beyond our reasonable control. This may include circumstances such as:
- unexpected staff absences (including due to illness) where a replacement Clinic staff is unavailable;
- where, upon the attending veterinarian reviewing the Patient, it becoming apparent the Clinic may not have the relevant experience or expertise to provide the required treatment for the Patient’s needs, or because the necessary equipment or medication is unavailable within the timescales applicable to the Patient’s needs; and
- where the Clinic is unable to treat the Patient, the Clinic will let the Client know as soon as possible, and will seek to make alternative arrangements with the Client where possible (for example, an appointment on another day).
6. Appointments, Estimates, and Fees
The Client must pay for the Services and any products (including but not limited to the food, accessories and medications) provided by the Clinic. Fees are payable at the time Services are rendered unless otherwise agreed in writing. The Clinic may require deposits before certain procedures.
Any fee estimates provided are non-binding good faith approximations which are not fixed and may vary depending on clinical findings, complications, or changes in the treatment plan.
The Client remains responsible for payment of all Services and products provided, regardless of treatment outcome.
The Clinic reserves the right to withhold discharge of the Patient or medical records (where lawful) until outstanding fees are paid.
7. Consent for Treatment and Acknowledgement of Risk
By authorising treatment, the Client consents to the proposed procedures and acknowledges that all veterinary treatments carry inherent risks, including complications, adverse reactions, and unforeseen outcomes.
The Client confirms that they have disclosed all relevant information regarding the Patient’s medical history to the best of their knowledge.
Where unforeseen conditions arise during treatment or surgery, the Clinic is authorised to perform additional procedures necessary to preserve the Patient’s health or life.
8. Hospitalisation and Patient Care
While the Clinic will take reasonable steps to provide appropriate care and supervision for hospitalised Patients, continuous monitoring may not be possible at all times unless expressly agreed.
The Client acknowledges that Patients may experience stress related to hospitalisation despite best efforts to minimise discomfort.
Where appropriate, the Clinic may recommend referral to a veterinary hospital, specialist, or emergency center.
9. Medication and Follow-Up Care
Medications must be administered strictly in accordance with instructions provided.
The Clinic shall not be responsible for adverse outcomes arising from failure to follow instructions, missed doses, or unauthorised changes to treatment plans.
The Client acknowledges that all medications, treatments, and procedures carry inherent risks. The Clinic shall not be held responsible for adverse reactions that are unforeseeable and could not have been predicted prior to administration, including but not limited to reactions in cases where there is no known prior history of allergy or sensitivity to a particular medication or substance.
The Client agrees to promptly notify the Clinic if any unexpected reaction or side effect occurs so that appropriate medical attention can be provided.
Follow-up appointments are the responsibility of the Client unless otherwise arranged.
On some occasions medication may be delayed due to reasons outside of the Clinic’s control, i.e. shortage of stock from suppliers, public holidays etc. The Clinic shall try to anticipate expected delays and take steps to minimize the effects and make alternative arrangements if necessary.
In the case where the Patient might need a medication not commonly used in practice and hence not kept in stock, the Clinic reserves the right to ask for prepayment before the medicines are ordered to avoid wastage.
10 Uncollected animals
If a Patient is not collected within a reasonable time after treatment or discharge, and reasonable attempts to contact the Client are unsuccessful, the Patient may be treated as an uncollected animal.
In such cases, the Clinic may take steps permitted by law, including rehoming or humane euthanasia if it is in the animal’s best welfare due to suffering, without further liability.
11 Public Statements, and Good Faith Communication
11.1 Fair and Accurate Public Commentary
The Client agrees that any public statements, reviews, or online content relating to the Clinic shall be made in good faith.
The Client shall not publish, disseminate, or cause to be published any statement that is knowingly false, misleading, defamatory, or made with reckless disregard for the truth.
11.2 Good Faith Resolution Prior to Public Escalation
Where the Client has concerns, dissatisfaction, or disputes arising from the Services provided, the Client agrees to raise such concerns with the Clinic in good faith and allow the Clinic a reasonable opportunity to clarify, investigate, and address the matter before publishing public commentary or reviews relating to the issue.
This clause does not restrict the Client’s right to express genuine opinions, but is intended to encourage constructive communication and fair resolution.
11.3 Protection of Staff and Workplace Safety
The Client agrees not to publish or disseminate content that identifies, targets, harasses, threatens, or incites harm against any individual staff member of the Clinic. This includes but is not limited to veterinarians, veterinary nurses, support staff, and administrative personnel.
11.4 Reservation of Rights
The Clinic reserves the right to take appropriate action, including seeking clarification, requesting correction or removal, or pursuing legal remedies, in respect of any public statement, review, or publication that is false, misleading, defamatory, or harmful to the reputation, safety, or operations of the Clinic or its staff.
12. Limitation of Liability, Dispute Resolution, and Confidentiality
12.1 Limitation of Liability
To the fullest extent permitted by Singapore law, the Clinic shall not be liable for any complications, adverse reactions, or deterioration inherent in veterinary treatment, indirect, incidental, consequential, special, or economic losses, including but not limited to loss of income, loss of opportunity, emotional distress, or reputational damage, arising from or in connection with the provision of the veterinary Services.
The Client acknowledges that veterinary medicine is not an exact science and that outcomes cannot be predicted with certainty. The Client agrees that the Clinic, its veterinarians, staff, and affiliates shall not be held liable for complications or outcomes that occur despite reasonable and appropriate care.
The Clinic’s total aggregate liability arising out of or in connection with the Services shall be limited to the fees paid for the specific Services giving rise to the claim.
12.2 Dispute Resolution
In the event of any dispute, controversy, or claim arising out of or relating to these Terms including any questions regarding its existence, validity, breach, or termination, the Services provided by the Clinic, or public statements and reviews, the Parties agree that the dispute shall be referred to and finally resolved by arbitration in Singapore, in accordance with the Singapore International Arbitration Centre (SIAC) Rules of Arbitration in force as at the date when such dispute is first notified by one party to the other party. The arbitration tribunal shall consists of a single arbitrator appointed in accordance with such rules. The decision of the arbitrator shall be final and binding on both Parties. The award of the arbitration shall be filed and enforceable in any court having jurisdiction over the Parties and their assets.
The language of mediation and arbitration shall be English, and the costs of arbitration shall be borne as determined by the arbitrator, subject to any allocation agreed in writing by the Parties or provide otherwise by the award.
12.3 Confidentiality
All communications, negotiations, and proceedings in connection with any dispute, including arbitration, shall be strictly confidential.
The Client agrees not to disclose any details of the dispute, including arbitration, or related communications to any third party, including online or social media platforms, except as required by law or with the Clinic’s prior written consent.
This confidentiality obligation extends to all information related to the Clinic’s operations, staff, veterinarians, employees, contractors, agents, Patients, and business practices, and survives the termination of the professional relationship.
13. Termination of Professional Relationship
The Clinic reserves the right to terminate the professional relationship with reasonable notice, except in emergency situations, where continued engagement is deemed inappropriate, unsafe, or detrimental to staff welfare or clinic operations.
The Client may also terminate the relationship at any time, subject to settlement of outstanding fees.
14. Governing Law and Jurisdiction
These Terms and Conditions shall be governed by and construed in accordance with the laws of Singapore.
Any disputes arising from or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of Singapore.
15. Severability
If any provision or part thereof of this Terms is held to be invalid or unenforceable, such provision or part thereof shall be struck off and the remaining provisions shall be enforced.
16. Media and Recording
The Client acknowledges that no audio recording, video recording, or photography of the procedure or clinical areas is permitted without prior written consent from the Clinic’s management and veterinary staff.
17. Protection of Personal Data
The Clinic maintains medical records in accordance with the Animal & Veterinary Service (AVS) requirements and retains them for at least three (3) years, as required by the prevailing regulations, or such other period as may be required by updated regulations. Medical records of the Patient are confidential and will not be disclosed except with the Client’s consent, or where required by law or regulatory authorities. Copies of records may be provided at the Clinic’s discretion and subject to administrative fees.
Case records including radiographs, photographs and similar documents are the property of, and will be retained by the Clinic. Copies with a summary of the history can be passed on request to another veterinary surgeon taking over the case if needed on the Client’s request.
The care given to the Patient may involve making specific investigations, for example taking radiographs or performing scans. Medical records including radiography photography or videography records, remain the property of the Clinic.