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Terms & Conditions

Apiam Terms and Conditions of Sale


‘Affiliates’ means a related entity as defined in s9 Corporations Act 2001. ‘Apiam’ means Apiam Animal Health Limited (ABN 50 604 961 024) and its Affiliates.
‘Buyer’ means the addressee specified on documents or invoices subject to this contract issued by Apiam.
‘Cash Account’ means the payment occurs before shipment of Goods or performance of the Services.
‘Credit Account’ means the pre-approved accounts on agreed payment terms.
‘Consumer’ means a consumer as defined in the Australian Consumer Law.
‘Goods’ means any item of whatsoever nature which is sold by Apiam under these Terms.
‘Services’ means any service of whatsoever nature which is provided by Apiam under these Terms.
‘Terms’ means these Terms and Conditions of Sale

All quotations are made and all orders are accepted subject to the following conditions. No other conditions contained in an order of the Buyer or otherwise shall form part of the contract or any variation thereof unless expressly accepted by Apiam in writing. The placement of an order with Apiam by the Buyer constitutes an unqualified acceptance and agreement of these Terms by the Buyer. Buyer and Apiam agree that if these terms conflict with any other document, agreement or arrangement, these Terms shall prevail to the extent of the inconsistency.

a) The price shall be the price ruling at the Delivery Date unless otherwise agreed in writing. Any price indications or price lists are subject to alteration to price ruling at the Delivery Date.
b) All prices on the Website are shown in AUD and will display GST inclusive and GST exclusive amounts and do not include any postage, handling, freight, packing, or insurance fees.
c) In the event Goods are listed at an incorrect price due to a typographical error or error in pricing information received from Apiam’s suppliers, Apiam shall have the right to refuse or cancel any orders placed for Goods listed at the incorrect price. Apiam shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and a credit card charged. If a credit card has already been charged for the purchase and an order is cancelled Apiam shall immediately issue a credit to the credit card account in the amount of the incorrect price. If invoiced through a Credit Account, then the Buyer shall have the right to either return the Goods at Apiam’s expense or accept an adjustment to the correct price.

(a) Your receipt of an electronic or other form of order confirmation does not signify Apiam’s acceptance of your order, nor does it constitute confirmation of Apiam’s offer to sell.
(b) Apiam reserves the right at any time after receipt of your order to accept or decline your order for any reason. Apiam reserves the right at any time after receipt of your order, without prior notice to you, to supply less than the quantity you ordered of any Goods. Please note that the processing of a payment does not constitute acceptance or verification of an order. Apiam may require additional verifications or information before accepting any order.
(c) Orders will be accepted via email, phone or as entered to the on the Apiam website and its Affiliates.
(d) Where Apiam accepts an order, it will email confirmation of the order to the Buyer (to the email address provided by the Buyer in the order) or contact the Buyer directly. Once the order has been shipped Apiam will send a notice of dispatch to the Buyer (to the email address provided by the Buyer in the order).
(e) Where ordered Goods are temporarily out of stock Apiam will contact the Buyer for further instruction and place the Goods on backorder if requested by the Buyer. If the order has been placed by a Buyer with a Cash Account and the Good is going to be out of stock for more than 5 days then the Buyer will be offered a refund. Apiam will send the notice of dispatch to the Buyer when the backorder has been filled.
(f) Apiam is not liable for any loss or damage, including consequential loss or loss of profits, suffered by the Buyer arising from, or related to, any delay in filling or inability to supply any order in whole or in part.

Apiam will make all reasonable efforts to have the goods delivered to the Buyer on the date agreed between the parties (‘Delivery Date’) but Apiam shall be under no liability whatsoever should delivery not be made on this date. Unless otherwise specified, delivery of all Goods shall be made at the nearest convenient unloading point (either road or rail) to the Buyer’s address or other agreed place (‘Delivery Point’).. Delivery of Services may be in person or by electronic means, including telemedicine, which the consumer and buyer acknowledges carry potential risks, such as, interruptions, unauthorized access and technical difficulties

All Goods shall be examined by the Buyer on delivery. Apiam shall not be liable for claims in respect of shortage or damage in transit unless the carrier and Apiam are notified in writing within 2 days of delivery – or in the case of non delivery, notice being given in writing within 2 days of notice of despatch of the goods from the works of Apiam or its subcontractors. Without limiting the discretion of Apiam to accept returns in other instances, Apiam will only accept the following returned Goods which Apiam is satisfied were damaged in transit before reaching the Delivery Point;
(a) Goods which did not correspond with the order;
(b) Goods faulty in materials or workmanship with documentary or photographic evidence satisfactory to Apiam.
(c) Apiam will only accept a claim in respect of a Good which is claimed to be damaged or defective by way of a temperature excursion upon delivery being fulfilled, if the Buyer notifies Apiam of the claim (providing such evidence of the temperature excursion as Apiam considers reasonable) within two hours of the delivery being fulfilled.
(d) Apiam will not accept return of the following Products:
(i) Products sold on a non-return basis;
(ii) Products with a broken seal or with label removed;
(iii) Products which have an expiry / best before date which in Apiam’s view is unreasonably close to the date or return or had expired as at that date.

These conditions of sale shall not exclude, limit, restrict or modify the rights, entitlements and remedies conferred upon the Consumer or the liabilities imposed upon Apiam, by any condition or warranty implied, by the commonwealth, state or territory act or ordinance, rendering void or prohibiting such exclusion, limitation, restriction or modification. If you are a Consumer, our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

Subject to Clause 6 above,
(a) Apiam warrants that the Goods supplied shall be of merchantable quality. All Goods are supplied subject to this warranty only and any liability arising out of or in respect of the supply, resupply, use or reuse whether singly or otherwise of these Goods, whatsoever arising and whether for consequential loss or otherwise and including any liability Apiam may otherwise have had by virtue of any representation, warranty, condition or term whether express or implied by law is hereby excluded to the extent permitted under the Competition and Consumer Act 2010 .
(b) Apiam warrants that Services supplied shall be supplied in a careful, safe, thorough and professional manner, in accordance with all applicable laws, codes and standards.
(c) Any liability incurred by Apiam to the Buyer is limited to the replacement or repair of the Goods or Services supplied or (at the option of Apiam) refund of the price paid by the Buyer, for a period of 12 months from the date of sale, provided the goods have not been damaged through misuse or handling and in particular does not extend to consequential loss.
(d) To make a claim under this warranty, the Buyer can contact Apiam on enquiries@apiam.com.au, or call 1800 426 142, or contact their local Apiam Representative listed on the www.apiam.com.au/contact/ website. The Buyer should specify the full particulars of such claim and wherever possible return a sufficient part of the Goods to enable a proper examination by Apiam.
(e) The Buyer will indemnify Apiam for all and any loss and damage whatsoever or howsoever incurred by it, whether as a direct or indirect result of the Buyer’s failure to observe these Terms, the Buyer’s failure to discharge its duties under the common law or the Buyer’s failure to discharge its duties under statute, or otherwise.
(f) The Buyer accepts all risk and responsibility for consequences arising from the improper use of the Goods.

Subject to Clause 5, any advice, recommendation, information, assistance or service provided by Apiam in relation to Goods sold or manufactured by it, Services provided or their use or application is given in good faith and is believed by Apiam to be appropriate and reliable and is provided without liability or responsibility on the part of Apiam. This clause also applies to product specifications and analyses which may from time to time be required to be provided to the Buyer from Apiam.

The assessment of the suitability of the Goods or Services offered by Apiam for use by the Buyer, either in a process or incorporation in a product, is the sole responsibility of the Buyer irrespective of any information verbal or written given to the Buyer by Apiam. The Buyer assumes all risks and liabilities for consequences arising from the use of Goods or Services from the Delivery Date, whether singly or in combination with other products and indemnifies Apiam in respect of any such use. The Buyer must insure the Goods to ensure effective insurance from the Delivery Date.

(a) Buyer accounts are offered on a Cash Account or Credit Account basis (subject to credit approval by Apiam.
(b) Buyers with Cash Accounts will have their credit card billed on placement of the order and payment must be made in full and cleared funds before Apiam will dispatch goods.
(c) Buyers with Credit Accounts must pay for each invoice within 25 days of the last day of the month in which the invoice is dated (‘Due Date’).
(d) Payments for Credit Accounts may be made by electronic funds transfer (EFT) to the bank account nominated on the invoice or by credit card. Payments for Cash Accounts can be made by cash, EFT and credit cards accepted by Apiam’s banking facility. Surcharges will apply on all credit card payments that reflects the cost to Apiam by their bank.
(e) If payment in full is not received on or before the Due Date for Credit Account customers, Apiam may charge an overdue payment administration fee of $12.50 and interest on overdue amounts at the interest rate applicable to civil debts under the Penalty Interest Rate Act 1983 (Vic).
(f) If the Buyer defaults in payment of any invoice when due, the Buyer shall indemnify Apiam from and against all costs and disbursements incurred by Apiam in pursuing the debt including legal costs on an indemnity basis and Apiam’s reasonable collection agency costs.
(g) lf the Buyer makes default in any payment or commits any act of bankruptcy or being an incorporated company, passes a resolution for winding up (except for the purpose of reconstruction) or a petition is presented for its winding up, Apiam may without prejudice to its own rights either suspend further deliveries, require payment in advance for all such deliveries, withhold any rebates payable to the Buyer, require return of all Goods in the Buyer’s possession or terminate any contract forthwith by written notice to the Buyer. Where the payment is to be made from places outside of Australia, the normal method of payment shall be a confirmed irrevocable bank letter of credit designated in Australian Dollars from a bank approved by Apiam guaranteeing full settlement to an agreed bank payable on presentation of the documents.
(h) Apiam will provide the Buyer with an order confirmation and an invoice in respect of each order, as well as monthly statements.

(a) Property in the Goods shall remain with Apiam and Apiam reserves the right to dispose of the Goods until such time as:
(i) full payments made for all amounts owing by the Buyer to Apiam so that the Buyer’s total indebtedness to Apiam under these Terms is discharged; or
(ii) the Buyer sells the goods to its customers in the ordinary course of business.
(b) lf the Buyer fails to pay any amount of the Buyers total indebtedness to Apiam under these Terms when it is due to Apiam or, in event of default as specified in this subclause occurs, Apiam may without notice and without prejudice to any of its other rights and remedies recover and/or re-sell the Goods or any of them and may enter upon the Buyers premises by its servants or agents for that purpose.
(c) The Buyer acknowledges that until his total indebtedness under these Terms to Apiam is discharged, the Buyer holds the Goods as bailee of Apiam and that a fiduciary relationship exists between them.
(d) ln the event of sale of the Goods to its customers, the Buyer in its position as a fiduciary shall account to Apiam for the proceeds of the sale (unless and until the Buyer’s total indebtedness to Apiam under these Terms is discharged).

(a) In this clause, unless otherwise defined in these Terms, capitalised expressions have the meaning given to them in the PPSA.
(b) Buyer acknowledges and agrees that by entering into a contract of sale under these Terms, Buyer grants a Security Interest to Apiam in the Goods and any proceeds of sale in respect to those Goods and also consents to Apiam registering any one or more Financing Statements or Financing Change Statements in respect to any such Security Interest created by or contemplated by these Terms.
(c) Buyer and Apiam agree for the purposes of satisfying s20(1)(iii) of the PPSA, that the description of Goods as shown on any invoice from Apiam is the subject of each and any Security Interest created under these terms and such and every invoice is incorporated into these Terms.
(d) Buyer agrees that it is the Grantor and Apiam is the holder of a Purchase Money Security Interest (PMSI) by virtue of these Terms or the PPSA. Buyer also agrees that that it is the Grantor and Apiam is the holder of a Security Interest in the Collateral or Goods.
(e) Buyer agrees that the following provisions of the PPSA will not apply to these Terms: Sections 95, 96, 125, 129, 130, 132(3)(d), 132(4), 135, 142 and 143.
(f) Unless otherwise agreed in writing with Apiam, the Buyer waives its rights to receive a verification statement in accordance with s157 of the PPSA.
(g) For the purposes of s275(6) of the PPSA, Buyer and Apiam agree that neither party will, or is entitled to, disclose information of the kind specified in s 275(1) of the PPSA.
(h) Buyer agrees with Apiam that it will not enter into any agreement or arrangement which permits any other person to register any Security Interest in respect to unpaid Goods, proceeds of sale of unpaid Goods or any accounts owed in respect of the unpaid Goods without Apiam’s consent.
(i) Buyer agrees to give Apiam at least 10 days prior written notice before changing any of its corporate details, such as its name, ABN or ACN, or principle place of business.
(j) Buyer agrees it shall unconditionally ratify any actions taken by Apiam under this clause.
(k) Buyer agrees to reimburse Apiam for all costs and/or expenses incurred or payable by Apiam in relation to registering, maintaining or releasing any Financing Statement or Financing Change Statement under these terms.
(l) This clause will survive the termination of the contract for sale and purchase of Goods between the Buyer and Apiam to the extent permitted by law.

Deliveries may be totally or partially suspended by Apiam during any period in which Apiam may be prevented or hindered from making delivery through any circumstances outside its reasonable control, including but not limited to strikes, lockouts, raw material shortages, accidents or breakdowns of plant or machinery. Apiam shall not be under any liability in respect of such suspension and in particular, Apiam shall be under no obligation to deliver at any future date any Goods or Services not delivered during the period of suspension.

Unless otherwise agreed to in writing by Apiam and not withstanding any terms appearing in documentation provided by or on behalf of the Buyer the terms appearing herein shall be incorporated by implication into all agreements by Apiam to supply the Buyer with goods.

Cancellation will only be accepted by Apiam on condition that all costs and expenses and all loss of profits and other loss or damage sustained by Apiam (as to which the certificate of the auditor of Apiam shall be conclusive) will be reimbursed by the Buyer to Apiam forthwith.

These Terms are governed by the laws of Victoria, Australia. The parties agree to submit to the non-exclusive jurisdiction of the courts of Victoria, Australia.

Any notice given to the Buyer shall be deemed to be given upon its being posted or sent by facsimile/email to the address of the Buyer set out in documents and invoices.

The Buyer warrants to Apiam that after delivery of the Goods and whilst Apiam retains any interest in the Goods, you will comply with all applicable Acts, Regulations and Laws dealing with the transport, unloading, storage, sale or use of dangerous or hazardous materials.

You irrevocably grant to Apiam authority to enter into, forcibly or otherwise, all of your owned and leased premises for the purpose of inspecting or removing any of Apiam’s goods.

Notwithstanding anything else in these Terms, any exercise or attempted exercise, of any enforcement right by Apiam under these Terms does not prejudice or limit, in any respect, any other rights or remedies of Apiam arising at law or in equity.

If the whole or any part of these Terms is invalid or unenforceable for any reason, the invalid or unenforceable clauses will be severed from these Terms and the validity of the remaining clauses will be preserved.

March 2020.

Telemedicine Consultations – Terms of Use

Your booking of a consultation on-line and subsequent use of telemedicine consultations by phone, tablet or computer, signifies your informed consent and acceptance of these Terms of Use (Terms). By accepting these Terms via your participation in the telemedicine consultation, you agree to be bound by these Terms. If you do not agree to these Terms, do not use Apiam Telemedicine Consultations and cancel your on-line appointment.

Definition of terms

“Apiam” means Apiam Animal Health Limited (ACN 604 961 024) and its related bodies corporate.

The “Provider” is a veterinary surgeon employed by Apiam and is fully registered to practice veterinary science with their relevant State or Territory. All Providers acknowledge their capabilities and experience within their field of expertise and limitations associated with these.

The “Clinic” is the physical location of the veterinary premises of Apiam within the locality of the Client.

The “Client” is the carer of the pets/animals registered with the Clinic who receives Veterinary advice from the Provider.

1.   Service platform
  • The Apiam Telemedicine platform (Vetstoria.com) provides a technology platform to connect the Client with the Provider of a Clinic in real time via live streaming video and/or telephone for the purpose of participating in a veterinary health care consultation.
  • All telemedicine consultations conducted on this platform utilise and maintain confidentiality to the same high standard expected of face-to-face consultations conducted at the Clinic.
2.   Veterinary advice
  • Telemedicine consultations will only be performed at the discretion of the Provider, where such consultations are deemed appropriate. The Provider reserves the right to refuse the Client a telemedicine consultation in the best interests of the animal’s health and wellbeing. The Provider does not accept any liability for the subsequent outcome for the animal where a face-to-face consultation at the Clinic has been recommended and the Client has opted not to present that animal in a timely manner.
  • In some instances, the owner of the animal may not be available to present the animal for a telemedicine consultation, and therefore the Provider will assume the Client has authority and informed consent from the owner to make decisions for the animal based on the recommendations by the Provider.
  • The only time a non-existing or non-bona fide client would be considered for a telemedicine consultation is in the case of an emergency situation where appropriate triage of the animal could be conducted remotely. A face-to-face follow up consultation of the animal would be required as soon as practicably possible.
  • The Client must acknowledge that professional opinion may vary between Providers due to the constantly changing recommendations relating to diagnosis and treatment of animals in the veterinary industry.
  • The Client must understand that telemedicine consultations are limited by the absence of a complete hands-on physical examination of the animal. Face-to-face consultations at the Clinic with a Provider are the gold standard in veterinary care and not all consultations are appropriate for telemedicine consultations.
  • Diagnostic tests cannot be performed during telemedicine consultations and if recommended, the Provider does not accept any liability for the lack of these tests being performed if the Client chooses to not present the animal at the Clinic for a face-to-face consultation and follow-up diagnostic tests in a timely manner.
  • A telemedicine consultation does not guarantee the provision of prescription veterinary medications and will only be prescribed at the discretion of the Provider. The Provider reserves the right to deny prescription of veterinary medications in the interest of the health and wellbeing of the animal presented for the telemedicine consultation.
  • The Client must agree that any veterinary medications acquired from the Provider shall be solely for the animal and condition as discussed in the telemedicine consultation. The Client must not use the veterinary medications for any other purpose other than for the specified condition(s) for the specified animal(s).
3.   Fees

Payment for telemedicine appointments need to be made in advance.

Disclaimer and Release

The Client hereby completely and irrevocably release Apiam and its respective veterinary staff members, vets and other health care professionals, insurance providers, administrators, officers, employees and directors (collectively, the “Apiam Released Parties”) of any and all errors and omissions, known or unknown, foreseen or unforeseen, knowingly or unknowingly, as well as all claims, actions or damages arising from or in connection with the online opinion, consultation, conclusions or recommendations provided by Apiam or its physicians. Furthermore, I agree that the Apiam Released Parties have no liability or responsibility for the accuracy or completeness of the medical information submitted to them or for any errors in its electronic transmission.

© 2021 Fur Life Vet Dubbo – Don Crosby Veterinary Surgeons | Apiam Animal Health

Privacy Statement

Privacy Policy Apiam Animal Health Limited ACN 604 961 024
Date of Issue: 25 October 2018
Version Control: Version 2.0
Policy owner: Chief Financial Officer


Apiam Animal Health Limited and each of its subsidiaries (‘Apiam’, ‘our’, ‘we’ or ‘us’) take your privacy and security very seriously. We respect your rights to privacy under the Privacy Act 1988 (Cth) (“Act”) and we comply with all of the Act’s requirements in respect of the collection, management and disclosure of your personal information. This policy relates only to the personal information management practices of Apiam. Personal information means information which identifies you as an individual, or from which your identity can reasonably be ascertained. This Policy describes how we collect, store, use and disclose personal information and also explains your rights to access and correct that information or make a complaint about our handling of our personal information (regardless of the form of the information and whether the information is true or not). This policy does not relate to personal information held about current or former employees of Apiam.


We only collect personal information if it is necessary for one of our functions or activities. The type of personal information we collect will depend on the reason for collection. Generally, the types of personal information we collect will include name, contact details and records of communication with us.

In addition, we collect information relating to:

Veterinary clients and/or retail customers
  • information about your pet or animal ownership details; insurance details (if applicable) for the treatment of your pet or animal;
  • details of the products and services you have purchased from us or which you have enquired about, together with any additional information necessary to deliver those products and services and to respond to your enquiries;
  • marketing preferences, including the type of marketing materials you wish to receive and the method of delivery (email, SMS, direct mail, or other);
  • responses to customer satisfaction, service development, quality control and research surveys and similar activities;
  • any additional information relating to you that you provide to us directly through our websites or indirectly through use of our websites or online presence, through our representatives or otherwise; and information you provide to us through our customer surveys or visits by our representatives from time to time.

We may also be required to collect your personal information under State and Territory veterinary surgeons’ legislation.

Job applicants
  • employment and academic histories and the names of referees. We will collect this information directly from organisations that provide recruitment related services to us, and from third parties who provide job applications with professional or personal references.
  • We will also collect information, including names and contact details, about:
  • people involved in or through organisation that we support;
  • our suppliers (this information is collected for business-related purposes but contains some limited personal information such as contact details of the people that we liaise with);
  • people who correspond with us, including through our website, in which case we may keep a copy of that correspondence and relevant contact details; and
  • people who request information updates about us through our mailing list.


To improve your experience on our website, we may use ‘cookies’. Cookies are an industry-standard and most major websites use them. A cookie is a small text file that our site may place on our computer as a tool to remember your preferences. You may refuse the use of cookies by selecting the appropriate settings on your browser, however please note that if you do this you may not be able to use the full functionality of the website.

Our website may contain links to other websites. Please be aware that we are not responsible for the privacy practices of such other sites.

Our website uses Google Analytics, a service which transmits website traffic data to Google servers. Google Analytics does not identify individual users or associate your IP address with any other data held by Google. We use reports provided by Google Analytics to help us understand website traffic and webpage usage. By using our websites, you consent to the processing of data about you by Google in the manner described in Google’s Privacy Policy: https://policies.google.com/privacy.


Where it is reasonable and practicable to do so, we collect personal information directly from you when you correspond or register your details with us, when you present your pet or animal for treatment at one of our clinics or provide feedback to us. Depending on the nature of our interaction with you, we may collect personal information from third parties – for example, information about job applications is collected in manner set out above; where new veterinary practices join the Apiam group and from organisations with whom we have an affiliation.

Apiam may also collect personal information about individual veterinary surgeons (for example where other veterinary surgeons are also involved in the care of an animal), contractors and other individuals who interact with us. This information is generally collected for administration and management purposes.

We hold personal information in hard copy (paper) or electronic form. If you provide information to us electronically, we retain this information in our computer systems and databases. Information held in electronic form is generally held on servers controlled by Apiam or on servers controlled by third parties under contractual arrangement with Apiam in Australia. Apiam uses physical security, password protection and other measures to ensure that personal information stored in electronic form is protected from misuse, interference and loss; and from unauthorised access, modification and disclosure.

Personal information collected in hard copy (paper) form may be converted to electronic form. Information held in paper-based form is generally securely stored at our veterinary clinics, or our head office. Apiam uses physical security and other measures to ensure that personal information in hard copy form is protected from misuse, interference and loss; and from unauthorised access, modification and disclosure.


We may use personal information for the primary purpose for which it is collected (e.g. the provision of our veterinary services) or for purposes related to the primary purpose where it would be reasonably expected that we would use the information in such a way, or in other limited circumstances as set out in the Privacy Act 1988 (Privacy Act).

We collect, hold and use your personal information to:

  • to provide safe and effective veterinary care to your pet or animal;
  • to provide products and services to you and to send communications requested by you;
  • to answer enquiries and provide information or advice about existing and new products or services;
  • to communicate with you about upcoming appointments, health checks, vaccination schedules and other related veterinary care matters;
  • to manage, monitor, plan and evaluate our services;
  • for safety and quality assurance and improvement activities;
  • for testing and maintenance of information technology systems;
  • for product and service development, quality control and research to improve the way Apiam and its service provides provide products and services to us and you;
  • to seek your feedback in relation to customer satisfaction and our relationship with you and perform research and statistical analysis using such feedback;
  • to correspond with people who have contacted us, and deal with feedback; . to recruit and assess potential employees;
  • for marketing (including direct marketing), planning, product or service development, quality control and research purposes of Apiam and its related bodies corporate;
  • to maintain and update our records;
  • to comply with any law, rule, regulation, lawful and binding determination, decision or direction of a regulator, or in co-operation with any governmental authority of any country;
  • to answer your questions, provide you with information or advice (including general pet health advice) or consider and respond to requests or complaints made by you.


We may disclose personal information to third parties unless we are permitted to do so by law or we have obtained consent to do so. We may disclose personal information for the primary purpose for which it is collect or for purposes related to the primary purpose where it would be reasonably be expected that we would use the information in such a way.

Third parties we may disclose personal information to include:

  • Veterinary care professionals (for example, veterinary pathologists) in the course of the provision of veterinary care to your pet or animal (where this is consistent with our veterinary surgeons’ legal and professional obligations);
  • Data analysts, IT service providers and our advisors including our professional advisors (including legal and financial advisors);
  • Financial institutions involved with administering billing (including administration of insurance and other third-party payment arrangements) and debt recovery; and
  • Government agencies.

We take steps to ensure that our service providers are obliged to protect the privacy and security of personal information and use it only for the purpose for which it is disclosed.


Unless we have your consent, or an exception under the Australian Privacy Principles applies, we will only disclose your personal information to overseas recipients where we have taken reasonable steps to ensure that the overseas recipient does not breach the Australian Privacy Principles in relation to your personal information.

We may use cloud computing services or data storage located overseas in which case information may be stored, under our control, on computer servers located outside of Australia.


You can request access to your personal information held by us, or request that it be corrected, by contacting us at the address below.

Where we hold information that you are entitled to access, we will try to provide you with suitable means of accessing it (for example, by mailing or emailing it to you). There may be instances where we cannot grant you access to the personal information we hold. For example, we may need to refuse access if granting access would interfere with the privacy of others or if it would result in a breach of confidentiality. If that happens, we will give you written reasons for any refusal.

If you believe that personal information we hold about you is incorrect, incomplete or inaccurate, then you may request that we amend it. We will consider if the information requires amendment. If we do not agree that there are grounds for amendment then we will add a note to the personal information stating that you disagree with it.


Apiam take reasonable steps to destroy or permanently de-identify your personal information where it is no longer required. Personal information which forms part of our veterinary surgeons’ treatment records must be maintained in accordance with legislative and professional requirements.


If you have any questions or concerns about this Privacy Policy or how your personal information has been handled by Apiam, you may contact us at any time. The contact details for the Apiam Privacy Officer are set out below under ‘Contacting Us’.

We will consider and respond to your complaint within a reasonable period. If you are not satisfied with our response to a complaint, or you consider that Apiam may have breached the Australian Privacy Principles or the Privacy Act, you are entitled to make a complaint to the Office of the Australian Information Commissioner.

The Office of the Australian Information Commissioner can be contacted by telephone on 1300 363 992. Full contact details for the Office of the Australian Information Commissioner can be found online at www.oaic.gov.au.


We reserve the right, at our discretion, to modify or remove portions of this Privacy Policy at any time. This Privacy Policy is in addition to any other terms and conditions applicable to the web site. Any updated versions of this privacy policy will be posted on our website and will be effective upon posting. Please review it regularly.


You may contact us in relation to this Privacy Policy or your personal information as follows:

Call us: (03) 5445 5999
Email: privacy@apiam.com.au
In Writing: The Privacy Officer – Apiam, PO Box 2388, Bendigo DC, Vic 3554 This policy was adopted by the Board on 25 October 2018

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