Central Veterinary Services – Terms and Conditions

Effective Date: January 6, 2026
Last Updated: January 9, 2026

These Terms and Conditions (“Terms”) govern your relationship with Central Veterinary Services / Central Veterinary Corporation (“Central Vet,” “we,” “us,” or “our”), including:

• Veterinary services and products provided in-clinic, on-farm, on-premises, or at-home
• Communications by phone, text, email, and digital platforms
• Use of the Central Vet App and related online services

By booking an appointment, requesting services, purchasing products, submitting forms, communicating with our team, entering our premises, or using the Central Vet App, you confirm that you have read, understood, and agree to be bound by these Terms.

If you do not agree, please do not use our services or the App.

1. Structure of These Terms
1.1 These Terms include:

• Part A – Clinic Services Terms, which apply to all veterinary services, products, and client interactions; and
• Part B – Central Vet App Terms, which apply specifically to use of the mobile app and online services.

1.2 In the event of a conflict:

• Part A governs clinical care, payment, conduct, privacy, loyalty participation, and the client relationship.
• Part B governs app access, accounts, and technical operation of the App.

PART A — CLINIC SERVICES TERMS
2. Accessibility & Inclusion

2.1 Central Vet is committed to providing a safe, dignified, welcoming, and inclusive environment for all clients, team members, and members of the public.

2.2 We comply with:

• The Accessibility for Manitobans Act (AMA)
• The Manitoba Human Rights Code
• All applicable accessibility and human rights legislation

2.3 We strive to provide accessible services, information, facilities, and accommodations wherever reasonably possible. Clients may voluntarily disclose accessibility-related needs (including disability or neurodivergence) to help us provide appropriate accommodations. Disclosure is optional and handled in accordance with privacy law.

3. Client Responsibilities & Conduct Expectations

3.1 Central Vet is committed to maintaining physical and psychological safety for everyone who interacts with our business.

3.2 Clients agree to:

• Communicate respectfully with staff, other clients, and visitors (verbally, non-verbally, digitally, and on social media)
• Act in accordance with clinic policies, including health, safety, accessibility, and inclusivity expectations
• Refrain from harassment, intimidation, swearing, inappropriate name calling, derogatory remarks or gestures, threats, discrimination, or emotional manipulation
• Adhere to payment policies
• Provide feedback respectfully and constructively through appropriate channels

3.3 Central Vet reserves the right to refuse or discontinue non-emergency services if behaviour compromises safety or wellbeing, subject to professional and legal obligations.

4. Veterinary Care, Consent & No Guarantee

4.1 Veterinary medicine involves professional judgment and inherent uncertainty.

4.2 Diagnoses and treatment recommendations are based on information available at the time and the options you authorize.

4.3 You acknowledge that:

• No outcome can be guaranteed
• Complications may occur despite appropriate care
• You are responsible for decisions regarding diagnostics and treatment after receiving recommendations

5. Appointment Documentation & AI Scribing (Audio Recording)

5.1 To help our team focus on you and your animal, Central Vet may record audio during appointments using secure AI-assisted medical scribing software (Digitail).

5.2 Audio recordings are used solely to generate accurate medical records and are handled in accordance with privacy legislation and clinic security standards.

5.3 You may opt out of audio recording at any time by notifying our team.

6. Photography & Video of Animals

6.1 Central Vet may take photographs or videos of animals while in-clinic, on-farm, or during at-home visits.

6.2 With your consent, images/videos may be used for:

• Educational purposes
• Promotional materials
• Social media or marketing content

6.3 Consent preferences are recorded in your client file and may be changed at any time. Declining consent does not affect care.

7. Off-Site, Farm & At-Home Veterinary Services

7.1 Veterinary services provided outside Central Vet’s clinic premises are subject to environmental, logistical, and safety factors beyond our control.

7.2 By requesting off-site services, you acknowledge and agree that:

• You are responsible for providing a reasonably safe, accessible, and suitable environment, including safe animal handling, restraint, footing, lighting, and access
• You will disclose known risks, including aggressive animals, unsafe structures, equipment hazards, or biosecurity concerns
• You assume responsibility for third parties, animals, and conditions present at the location
• Diagnostic and treatment capabilities may be limited compared to in-clinic care
• Central Vet may modify, suspend, or discontinue off-site services if safety concerns arise, without liability for delay or non-completion, except as required by law

7.3 Our goal is to provide safe, effective care while protecting the wellbeing of animals, clients, and our team.

8. Travel, Access & Scheduling for Off-Site Services

8.1 Arrival times are estimates and may be affected by traffic, weather, emergencies, or prior cases.

8.2 Fees may include travel time, mileage, or minimum service charges.

8.3 If access to the location or animal is not reasonably available at the scheduled time, applicable fees may still apply.

9. Payment Terms

9.1 Payment Due Payment is required at the time services or products are provided. Some services may require pre-payment or deposits. Off-site services may require advance payment.

9.2 Accepted Payment Methods
We accept cash, debit, e-transfer, and credit card (Visa, MasterCard, American Express). Online banking is accepted (Central Veterinary Services listed as a payee).

9.3 Stored Credit Card Authorization
With your authorization, credit card information may be securely stored in password-protected clinic software with up-to-date security protection.

9.4 Interest, Restrictions & Collections

• Balances unpaid after 30 days are subject to 2% monthly interest (24% annually)
• Future services may require payment of outstanding balances in full and/or upfront payment based on an estimate
• Balances unpaid after 90 days may be referred to collections, where permitted by law

9.5 Third-Party Financing
Third-party financing options (e.g., PayBright by Affirm, PetCard) are subject to approval and terms set by the provider. Central Vet is not responsible for those terms.

10. Appointment Cancellation, Deposits & No-Show Policy

10.1 Purpose of This Policy

Central Vet is committed to providing excellent care for animals and excellent service for all clients. Because appointment times are reserved specifically for you and your animal, missed or late-cancelled appointments limit our ability to care for other animals in a timely manner.
By booking an appointment, you agree to the terms below.

10.2 Booking Deposits

a) Surgery & Dental Procedures

A $100 deposit is required at the time of booking for all surgery and dental procedures. This deposit is applied toward your final invoice if the procedure proceeds as scheduled.

b) Great Plains Veterinary Surgery (GPVS) Procedures

A $300 deposit is required at the time of booking for all GPVS surgical procedures. This deposit is applied toward your final invoice if the procedure proceeds as scheduled.

10.3 Cancellation Notice Requirements

To avoid forfeiture of your deposit, we require notice of cancellation or rescheduling as follows:

• Surgery or Dental Appointments: more than 24 hours’ notice
• GPVS Procedures: more than 72 hours’ notice

Notice may be provided by phone, text, email, or other clinic-approved communication methods.

10.4 Late Cancellation or Appointment Changes

If you cancel or reschedule within the notice periods outlined above:

Surgery or Dental Appointments: the $100 deposit is forfeited
GPVS Procedures: the $300 deposit is forfeited

Deposits forfeited under this section are non-refundable and not transferable to future appointments.

10.5 No-Show (Missed Appointments)

If you do not attend a scheduled appointment and do not provide notice:

On your first no-show, a note will be placed on your account
You will be required to place a $100 deposit when booking your next appointment of any type

Additional no-shows or repeated missed appointments may result in further booking restrictions or prepayment requirements.

10.6 Exceptions & Special Consideration

We understand that emergencies, severe weather, or unexpected circumstances can occur. Central Vet may, at its discretion, review situations for exception or adjustment.

Clients are encouraged to speak with our team as soon as possible if they believe their situation qualifies for special consideration by the Executive Team.

10.7 Acknowledgement

By booking an appointment with Central Vet, you acknowledge that:

• Appointment times are reserved specifically for you and your animal
• Late cancellations or no-shows impact our ability to care for other animals
• You have read, understood, and agree to this cancellation, deposit, and no-show policy

11. Medication & Product Return Policy

11.1 Prescription Medications
Prescription medications cannot be returned or refunded once dispensed, even if unopened, to ensure safety and product integrity.
Exception: unopened, sealed blister packs where applicable.

11.2 Prescription Diets

Prescription diets may be returned or exchanged if refused or adverse effects occur shortly after purchase.
11.3 Manufacturer Guarantees

Products with manufacturer guarantees may be returned per manufacturer policies.

11.4 Retail Products

Unopened retail items in original condition may be returned. Opened treats are not returnable.

11.5 Final Sale Items

The following items are non-returnable:

• Elizabethan collars
• Body suits
• Toys
• Opened topicals
• Opened Adaptil or Feliway products

12. Central Vet Loyalty Program

12.1 Program Overview

Central Vet may offer a loyalty program (“Central Vet Loyalty Program”) allowing eligible clients to earn and redeem points (“Central Vet Points”). Participation is optional.

12.2 No Cash Value

Central Vet Points:

• Have no cash value
• Are not legal tender
• Cannot be redeemed for cash
• Cannot be transferred, sold, or combined between accounts

12.3 Eligibility Restrictions

The following accounts are not eligible to earn or redeem Central Vet Points, even if a loyalty account is activated:

• Central Vet team members
• Rescue organizations
• Herd health clients

Ineligible accounts may not redeem points under any circumstances.

12.4 Earning & Redemption
Points are earned and redeemed according to program rules in effect at the time of earning or redemption. Rules may vary by service, product, or promotion.
12.5 Corrections & Errors
Central Vet reserves the right to correct point balances if points were issued in error, earned or redeemed contrary to program rules, or applied to an ineligible account.

12.6 Program Changes or Termination

Central Vet may modify, suspend, or discontinue the loyalty program, including eligibility and redemption rules, at any time, to the extent permitted by law.

13. Privacy & Personal Information (PIPEDA)

13.1 Central Vet complies with the Personal Information Protection and Electronic Documents Act (PIPEDA).
13.2 Personal information is collected, used, and disclosed only as necessary to:

• Provide veterinary care
• Communicate with clients
• Maintain medical records
• Process payments
• Meet legal and regulatory obligations

13.3 You consent to disclosure of necessary information to veterinarians, specialists, laboratories, insurers, or other relevant third parties for your animal’s care. Consent may be withdrawn subject to legal and clinical limitations.

14. Limitation of Liability (Clinic Services)

14.1 To the fullest extent permitted by law, Central Vet is not liable for indirect, incidental, or consequential damages.
14.2 Nothing in these Terms limits liability where such limitation is prohibited by law, including liability for gross negligence or wilful misconduct.

15. Governing Law (Clinic Services)

These Terms are governed by the laws of the Province of Manitoba and the applicable laws of Canada, without regard to conflict of laws principles.

PART B — CENTRAL VET APP TERMS

16. About the Central Vet App

16.1 The Central Vet App allows clients to book appointments, communicate with the veterinary team, view medical records, receive reminders, and participate in loyalty or engagement programs related to their animals.

16.2 The App is intended for Central Vet clients aged 18 years or older.

17. Accounts & Security
17.1 Accounts are created using an email address and password and may be created by you or by staff at your request.

17.2 You are responsible for maintaining the confidentiality of login credentials.

17.3 You agree to notify Central Vet immediately at support@centralvet.ca of unauthorized access.

18. Communications

18.1 By using the App, you consent to receiving essential transactional communications related to your account and your animal’s care.
18.2 Marketing communications are optional and may be unsubscribed from at any time.

19. Acceptable Use
You agree not to misuse the App, interfere with its operation, access other accounts, or engage in unlawful, abusive, or disruptive activity.

20. Third-Party Services
The App may rely on third-party providers. Central Vet is not responsible for third-party content or practices.

21. Intellectual Property
All App content, software, trademarks, and logos are the property of Central Vet or its licensors and may not be used without permission.

22. Service Availability
The App is provided “as is.” Availability, accuracy, and uninterrupted service are not guaranteed.

23. Limitation of Liability (App)
To the fullest extent permitted by law, Central Vet is not liable for indirect or consequential damages arising from App use.

24. Termination

Central Vet may suspend or terminate App access for violations of these Terms. You may request account deletion by emailing support@centralvet.ca.

25. Changes to These Terms
Central Vet may update these Terms from time to time. Continued use of services or the App constitutes acceptance of the updated Terms.

26. Governing Law (App)
These Terms are governed by the laws of the Province of Manitoba and the applicable laws of Canada, without regard to conflict of laws principles.

Central Vet may suspend or terminate App access for violations of these Terms. You may request account deletion by emailing support@centralvet.ca.

27. Contact
For general inquiries: info@centralvet.ca
For app inquiries: support@centralvet.ca