Terms & Conditions

These terms and conditions apply to all Best Mates members.

Unleashing your Best Mates Annual Membership

Apiam Animal Health Veterinary Clinics are proud to offer our Best Mates membership initiative offering annual memberships to participating clients and their selected Companion Animal. Your annual Best Mates Membership provides free, discounted and exclusive access to select veterinary services at participating Apiam Animal Health Veterinary Clinics.

Best Mates is Apiam’s preventative and protective healthcare program designed to keep your pet healthier and happier for longer. Best Mates is not a pet insurance plan, the annual membership program is designed to provide you with real savings across regular veterinary expenses such as vaccinations, desexing, dental work and medications.

By applying for membership, you demonstrate your acceptance of these terms and conditions and agree (jointly and severally if applicable) to be bound by these terms and conditions. If you do not agree, you should not apply for membership or accept any membership benefits.

What is included?

The current inclusions in our Best Mates Membership are listed at best mates.com.au

Inclusions are subject to change from time to time in our reasonable discretion.

Best Mates Membership benefits are valid at all participating Apiam Animal Health Veterinary Clinics throughout Australia. Not all clinics participate and not all offer all of the products and services included in the membership. You can check our participating clinics at best mates.com.au  and you are encouraged to check which of our included products and services they offer before purchasing your membership.

Discounts and benefits included in the Best Mates Membership cannot be used in conjunction with any other discounts or offers.

Who is covered?

Your Best Mates Membership covers 1 nominated Companion Animal per membership, defined as a domesticated canine or feline. Separate memberships must be purchased for each additional Companion Animal owned by a participating client (the ‘Member’).

What will it cost?

The annual Best Mates Membership fee is set out in our price list available in our clinic or online via our website at best mates.com.au. Best Mates Membership fees are subject to change without notice however once your annual membership period has started, the same price will apply to you until the end of that membership year.

Subsequent Pets

Effective 15 September 2026, where a member wishes to purchase a Best Mates Membership for additional Companion Animals, each subsequent pet may be added at a cost of $790 (inc GSt) per pet per membership year.

Renewals

Effective 15 September 2026, all Best Mates Membership renewals are charged at $875 (inc GST) per membership year, unless otherwise specified in the renewal notice.

If for any reason, your account is in arrears, you will be liable to repay us for any debt collector and legal fees we incur in seeking your compliance with these terms and conditions.

How is payment made?

For any new Best Mates Membership commencing on or after 15 September 2026, the annual membership fee must be paid in full upfront at the commencement of the Membership.

For any existing Best Mates Membership that renews on or after 15 September 2026, the annual Membership Fee for the renewed Membership must also be paid in full upfront at the commencement of the renewed Membership period.

Members may have the option to finance payment of the annual Membership Fee through an independent third-party finance or payment provider approved or made available by Apiam Animal Health. Where this option is available, the Member may apply to the third-party provider to pay the annual Membership Fee over a period of 12 months.

Any third-party finance arrangement is a separate arrangement between the Member and the third-party provider and is subject to the provider’s eligibility requirements, approval process, fees and terms and conditions. Apiam Animal Health does not provide credit or finance under that arrangement and is not responsible for the Member’s obligations to the third-party provider. Where a third-party finance arrangement is approved, the annual Membership Fee will be treated as paid upfront to Apiam Animal Health once Apiam Animal Health receives payment of the applicable Membership Fee from the third-party provider.

Members who, immediately before 15 September 2026, have an existing direct debit arrangement with Apiam Animal Health for payment of their current annual Membership Fee may continue that arrangement solely for the purpose of paying the remaining instalments owing for their current Membership period only. If the Member’s Best Mates Membership renews after the existing direct debit arrangement ends, the Membership Fee for the renewed Membership must be paid in accordance with the payment arrangements applying at the time of renewal, including payment upfront or, where available and approved, through the third-party finance option described above.

How long is the membership for?

Best Mates Memberships are taken out for set 12 month periods starting from the date of acceptance by us. They will automatically rollover for subsequent 12 month periods unless you opt out as below.

A renewal notice will be sent to you by email at least 1 month prior to expiry of the annual membership. This renewal notice will specify the fee payable for the next membership year. If you do not wish to renew your membership for the next year, you will be required to cancel it at least 14 days before it automatically renews by following the prompts given to you in the email or by phoning your Apiam Vetreinary Clinic.

It is your responsibility to provide a valid email contact and ensure it is monitored regularly as we will give you all notices about your membership by email.

Savings based on the following comparisons:

• Puppies & Kittens (0–12 Months): Based on 1 x Desexing procedure, 1 x Microchip, 2 x Vaccinations, 1 consult, 1 x Health Blood Screen Test, 1 x Flea/Worm Treatment. In a 12-month membership period.
• Dogs and Cats (1–6 Years): Based on Flea, Tick & Worm Package (Heartworm injection, Flea & Tick injection and 4 x worm treatments 25kg dog), 1 x Vaccination, 4 x Vet Consults, 1 x Health Blood Screen Test, in membership period (12 months).
• Senior Dogs & Cats (7+ Years): Based on 1 x Dental Scale and Polish, 1 x Vaccination, 1 x Consult, 1 x Health Blood Screen Test, 1 x Flea/Worm Treatment in membership period (12 months).

* Any savings quoted are indicative and subject to change based on individual circumstances.

What is not included?

Best Mates Memberships are designed for your Companion Animal for reasonable personal use and not for any commercial or on-sale purposes. Best Mates Memberships are subject to fair use as described below in this document.

How do I apply?

Please complete the application form provided by us and answer all questions accurately and completely. All memberships are subject to review and acceptance by Apiam Animal Health in our discretion.

How can I transfer my membership?

Best Mates Memberships may be transferred with the Companion Animal where they have been sold and the new owner agrees to the terms of the membership and takes on the obligation for payment. The new owner must complete the online form to notify the respective Apiam Animal Health Veterinary Clinic of the change of ownership.

How can I cancel my membership?

Memberships are for set 12 month periods and cannot be cancelled early unless the following exception applies.

Where a Companion Animal passes away, Members may contact the Apiam Animal Health Veterinary Clinic where the membership was purchased and the clinic will provide the member with a form to request a refund of membership fees. In such circumstances, members will be entitled to a reimbursement of the difference between the regular retail value of the goods and services obtained through the Best Mates Membership in that membership year and the total of the annual membership payment made by the Member. If the value of the goods and services obtained exceeds the annual membership payment made, no refund will be applicable.

Memberships are not otherwise redeemable for cash, not able to be substituted, nor transferred. It is your responsibility to ensure you get fair value by accessing the inclusions offered.

Fair Use Policy

Best Mates members acknowledge that the membership benefits are limited to reasonable usage. Reasonable usage is defined as the ordinary and fair frequency of seeking professional support, products and services for the Companion Animal having regard to its age, health and other reasonable requirements and considerations as determined by the Apiam Animal Health in their professional discretion.

If the use is considered to be unreasonable, the vet may notify the member in writing that usage has become unreasonable. If the unreasonable usage continues, we may notify you that your membership has been terminated.

How can my membership be cancelled?

If you are in breach of the terms and conditions of the Best Mates Membership, or fail to pay any amount on its due date, we may suspend or cancel your membership at our discretion by providing you notice in writing to your email address.

For any period of suspension, you will not be able to obtain any membership benefits.

To resume your membership, you will be required to obtain our agreement which will require you to clear all arrears and other costs owed to us. You will not be able to claim reimbursement for any amounts paid by you during the suspension.

If the clinic at which a Member primarily receives services closes to operate and ceases to participate in the Best Mates membership program, Apiam may offer the Member the option to transfer their membership to another participating Apiam clinic and the Member’s Best Mates Membership will continue on the same terms and conditions. If a Member elects not to transfer their pet’s care to another participating Apiam clinic, or if no participating Apiam clinic is reasonably available, Apiam may terminate the Membership by written notice to the Member.

Where a Membership is terminated due to closure of a clinic:

(a) any future recurring direct debit or instalment payments will be cancelled with effect from the termination date;

(b) where the annual Membership fee has been paid in full in advance, the Member may be entitled to a refund calculated as follows:

Refund = Annual Membership Fee Paid less the retail value of all goods, services, discounts and benefits received by the Member under the Membership during the applicable Membership year. If the retail value of the goods, services, discounts and benefits received equals or exceeds the annual Membership fee paid, no refund will be payable.

Third party finance

Members may apply for third-party finance made available at participating Apiam Animal Health Veterinary Clinics to fund the purchase of eligible veterinary goods and services. Any finance is provided separately by the relevant third-party finance provider and is subject to that provider’s eligibility criteria, approval and terms and conditions. Third-party finance does not form part of the Best Mates Membership or its benefits.

Can these terms be varied?

Apiam Animal Health may vary these terms and conditions at any time by placing notice on its website. If we materially impact the value of our Best Mates Membership by any changes to these terms or the inclusions, we will send you an email and give you a reasonable opportunity to cancel your membership before those changes take effect.

What if I have a question or concerns?

Please contact your local Apiam Animal Health Veterinary Clinic to resolve all questions and concerns about your membership.

What other terms apply?

All of our products and services are subject to our usual terms and conditions, availability, exclusions, limitations of liability and professional standards. You will be required to accept those additional terms and conditions at the time of accepting those membership benefits.

Further details can be obtained from your local Apiam Animal Health Veterinary Clinic.

The Best Mates Program is not pet insurance. By becoming a member of the Best Mates Program you are not obtaining pet insurance coverage.

This agreement includes all terms and supersedes all other representations and understandings relating to the subject matter. Any illegal or enforceable provisions are to be severed without affecting the remainder of this agreement.

Terms and conditions are current as of 15^th September 2026 and governed by the laws in Victoria, Australia.

Annexure A – Inclusions

As at 15 September 2026, Best Mates Membership includes the following services and benefits:

FREE Consultations

• Unlimited standard 20 minute consultations with a vet are provided free of charge.
• Unlimited standard 20 minute consultations are provided free of charge with a nurse.
• All consultations are subject to availability, will require an appointment and are to be scheduled during normal clinic hours.
• The unlimited free consultations are not available on public holidays, outside the clinic’s normal operating hours, for house calls, for veterinary specialist or behavioural consultations. In hospital exams during periods of hospitalisation are excluded. Also excludes behaviour, nutrition, MSK, rehab evaluation, rehab/hydro/pool consults.

Where tests, medications or surgery are required then costs will apply.

FREE Vaccinations

Vaccinations included are the entire course of Annual vaccinations that would normally be prescribed for your Companion Animal using recognised vaccination protocols taking into account the age and breed of the Companion Animal.

It does not include any additional or precautionary vaccinations based on health, vaccination history or individual conditions or vulnerabilities of the Companion Animal. The vaccinations prescribed are to be determined by the Apiam Animal Health veterinarian in their professional discretion. Vaccinations that may be prescribed as part of this program provide protection against the following diseases:

• Canine: distemper, hepatitis, parvovirus, parainfluenza and bordetella bronchiseptica.
• Feline: Feline Immunodeficiency virus, Feline enteritis, Panleukopaenia, Herpesvirus, Calicivirus and Chlamydiosis.

Rabies vaccination is excluded.

FREE Microchip (one)

Companion Animals are entitled to one FREE microchip if they have not previously been microchipped.

FREE 10 Point Blood Health Screen & SDMA Test

Included in the blood test is the IDEXX Chem 10 and the SDMA kidney function test. Membership provides for one test during the annual membership period.

FREE Dental or FREE Desexing or FREE Annual Flea/Tick/Heartworm/Intestinal Worm Control

Membership provides for either one FREE dental scale and polish or a FREE standard desexing or free annual flea, tick and heartworm injections and 4 intestinal worm treatments (no more than one of these benefits) in a membership year. Normal surcharges will apply where the animal is presented as overweight, in season, with retained testicles or pregnant. Surcharges will attract a 10% discount. Excludes alternative desexing methods such as Laparoscopic Spey, Hysterectomy, Vasectomy, but INCLUDES annual chemical castration using Sprelorin.

Discounted Medications

Members are entitled to a 10% discount on prescribed medications performed by an Apiam Animal Health Fur Life Veterinarian at a participating Apiam Animal Health Vet Clinic during a membership year.

Discounted Parasite Control

A 15% discount applies to the purchase of parasite control products including the Proheart SR12 injection where the participating Apiam Animal Health Vet clinic normally stocks and retails parasite control products during active membership.

Discounted Food & Merchandise

15% discount on all food and merchandise normally stocked or retailed through the participating Apiam Animal Health Vet Clinic during a membership year.

Unlimited FREE Nail Trims

Unlimited free nail trims performed by an Apiam Animal Health employee at a participating Apiam Animal Health Vet clinic during a membership year.

Discounted Grooming

A 20% discount applies to standard grooming services where the participating Apiam Animal Health Vet Clinic provides a grooming service.

Free Afterhours Nurse Consults

Members will have access to after hours nurse consults through Apiam’s after hours triage service.

Discounts and benefits included in the Best Mates Membership cannot be used in conjunction with any other discounts or offers and are not suitable for commercial use or on sale of any membership benefits.

Exclusions

Professional services: surgery, imagery, diagnostics, anaesthetics, surgical procedures, hospital treatment.

Annexure B – Direct Debit Conditions

These direct debit conditions apply only to Members who had an existing Best Mates direct debit arrangement immediately before 15 September 2026. No new direct debit arrangements will be offered by Apiam Animal Health on or after that date.

These conditions are ancillary to, and to be read in conjunction with, the Best Mates Membership terms and conditions.

Your existing direct debit arrangement will continue only for the remaining period necessary to pay all outstanding instalments relating to your current annual Membership period.

You authorise Apiam Animal Health to debit the Best Mates Membership monthly fee due each month from your provided billing details using its third party payment provider, Windcave. By providing your billing details, you consent to us disclosing those details to our third party provider.

Direct debits will be processed on a monthly basis on the 22nd day of the month or on the next available business day where the 22nd falls on a weekend or public holiday.

Direct debit arrangements will automatically rollover with the annual membership and you agree that we are authorised to apply the increase in annual membership fee to your direct debit arrangement.

It is your responsibility to ensure that there are sufficient funds for payment each month. Windcave will apply a Dishonour Fee of $12.50 for each instance that a direct debit payment is dishonoured by your financial institution. Apiam Animal Health will also apply an administrative fee of $75.00 to cover the time associated with contacting you to bring your account back into compliance. You may also be subjected to bank charges or administrative charges from your bank.

You agree that the direct debit arrangement will last for the entire membership period until all payments are made. The only ability for early exit is if your pet passes away and your Apiam Vet Clinic agree to cancel your membership in accordance with these terms and conditions. If you would like to end your direct debit arrangement for any reason, please contact us immediately to make alternative payment arrangements for the balance of the annual membership fee. If you cancel your direct debit arrangements without our agreement, you will be in breach of your contract with us and you will be liable for unpaid fees, and any charges, costs, damages and loss we incur.

If your payment obligations are not met (other than through the fault of Apiam Animal Health or its payment provider), your Best Mates Membership will be suspended or cancelled.

We may change our direct debit payment provider. If we do so, we are authorised to assign or novate all existing payment arrangements at our cost and you consent to Apiam Animal Health providing your personal information including payment details, to our new payment provider. We will do so in accordance with Apiam Animal Health’s Privacy Policy.

Annexure C – Membership Fees and Renewal Discounts

As at 15 September 2026, the following fees apply to Best Mates Memberships:

Any early renewal discount will apply only in accordance with the eligibility criteria, timing and other conditions specified by Apiam Animal Health in the applicable renewal notice.