Terms of service

Terms of Service

Last updated: 31 May 2026

These Terms of Service apply to your use of the Central Pets website, online store, forms, prescription upload functions, account features, ordering tools, content, and related services.

By accessing or using this website, creating an account, placing an order, uploading a prescription, submitting an enquiry, or otherwise using our services, you agree to these Terms of Service.

If you do not agree with these Terms of Service, you should not use this website or place an order through Central Pets.

1. About Central Pets

Central Pets operates this website and veterinary-facing ordering platform.

Central Pets supports pet owners, veterinarians, veterinary clinics, mobile vets and clinic teams with veterinary prescription workflows, medication supply requests, prescription upload, compounded medicine requests, order support and pharmacy referral pathways.

Prescription medicines, veterinary-only medicines and compounded medicines supplied through Central Pets are reviewed, dispensed and, where applicable, compounded by Central Labs Compounding Pharmacy, the licensed pharmacy responsible for prescription review, dispensing, compounding, labelling, supply, pharmacist oversight and pharmacy record keeping.

2. Relationship with Central Labs Compounding Pharmacy

Central Pets is the website, brand and ordering interface.

Central Labs Compounding Pharmacy is the licensed pharmacy responsible for dispensing and compounding medicines supplied through Central Pets.

By placing an order, uploading a prescription, submitting a medication request, or using our prescription services, you acknowledge and agree that relevant information may be shared with Central Labs Compounding Pharmacy for prescription review, dispensing, compounding, delivery support, record keeping, compliance, communication and customer service.

3. Not a veterinary clinic

Central Pets is not a veterinary clinic and does not replace veterinary care.

Your veterinarian is responsible for examining your pet, diagnosing the condition, determining whether treatment is appropriate, issuing prescriptions, monitoring treatment, and providing clinical veterinary advice.

Central Pets and Central Labs Compounding Pharmacy may provide pharmacy support relating to medication supply, prescription review, dispensing, compounding, labelling, storage, administration instructions as labelled, and medication-related enquiries within the role of a pharmacy.

For questions about diagnosis, treatment choices, clinical suitability, monitoring, side effects, disease progression, or emergencies, you must contact your veterinarian or an emergency veterinary hospital.

4. Prescription medicine requirements

Prescription medicines, veterinary-only medicines and compounded medicines cannot be supplied unless a valid prescription has been received, reviewed and accepted by the pharmacy.

You must not place an order for a prescription medicine unless you hold or will provide a valid prescription issued by a registered veterinarian, doctor or other authorised prescriber, as applicable.

We may refuse, delay, cancel or refund an order if:

  • a valid prescription has not been provided;

  • the prescription is incomplete, unclear, expired, altered or unreadable;

  • the prescription cannot be verified;

  • the prescription does not authorise the requested medicine, quantity, strength, repeats or directions;

  • legal or professional requirements prevent supply;

  • the pharmacy determines that further prescriber clarification is required;

  • stock, compounding, safety or supply issues prevent completion of the order.

5. Prescription upload and customer responsibilities

When uploading a prescription, you must ensure that the copy is clear, complete and accurate.

You must not upload a prescription that is false, altered, expired, already fully dispensed, issued for another animal or person, or otherwise not valid for the requested order.

You are responsible for providing accurate order, delivery, pet owner, animal, clinic and contact details.

If your details are incorrect or incomplete, your order may be delayed, cancelled or unable to be supplied.

6. Contacting veterinarians, doctors and prescribers

By placing an order, uploading a prescription, submitting a medication request, or using our prescription services, you authorise Central Pets and Central Labs Compounding Pharmacy to contact the relevant veterinarian, veterinary clinic, doctor, prescriber or authorised clinic representative where reasonably necessary.

This may occur to:

  • verify a prescription;

  • clarify medicine, strength, dose, quantity, repeats, directions or route of administration;

  • confirm patient, animal, owner or clinic details;

  • discuss compounding feasibility;

  • manage prescription expiry or repeat supply;

  • address medication safety, legal, pharmacy or professional requirements;

  • confirm whether supply may lawfully and appropriately proceed.

We will only contact prescribers or clinics for purposes connected with prescription review, dispensing, compounding, supply, safety, compliance, record keeping or service support.

7. Compounded medicines

Compounded medicines are prepared for an individual patient according to a valid prescription or authorised formulation request.

A compounded medicine may not be identical to a commercially manufactured medicine. It is prepared specifically for the patient and prescription.

Compounding may not be possible in every case. The pharmacy may decline or query a compounded prescription where there are concerns about stability, suitability, availability of ingredients, formulation, directions, safety, legal requirements or professional standards.

If clarification is required, the pharmacy may contact the prescriber before proceeding.

8. Product information and website content

Information on this website is general in nature and is provided for service, ordering and educational purposes only.

It is not veterinary advice, medical advice, diagnosis, treatment advice or a substitute for consultation with a veterinarian, doctor, pharmacist or other qualified professional.

We do not guarantee that website information is complete, current or suitable for your pet’s individual circumstances.

You should always follow the directions provided by your veterinarian and the medicine label.

9. No advertising of prescription medicines

Central Pets does not intend to advertise prescription-only medicines to the public.

Any information relating to prescription medicines, veterinary-only medicines or compounded medicines is provided for prescription processing, service explanation, pharmacy workflow, referral, compliance or customer support purposes.

Prescription medicines will only be supplied following receipt and review of a valid prescription.

10. Orders and acceptance

An order placed through the website is an offer to purchase or request supply.

Your order is not accepted until it has been reviewed and accepted by Central Pets or Central Labs Compounding Pharmacy.

We may accept, decline, cancel, refund, place on hold or request further information in relation to any order.

An automated order confirmation email does not mean that a prescription medicine has been approved for supply.

11. Pricing and availability

Prices, availability, product descriptions, delivery options and service information may change without notice.

We may correct errors, update pricing, change availability, or cancel an order if there has been a website, pricing, stock, prescription, formulation, supply or system error.

Where appropriate, we will contact you before proceeding with any material change to your order.

12. Payment

Payment may be taken at the time of order or request.

Taking payment does not guarantee that a prescription medicine, veterinary-only medicine or compounded medicine can be supplied.

If an order cannot proceed, we may issue a refund, partial refund, store credit or other remedy where appropriate and in accordance with our Returns and Refunds Policy and Australian Consumer Law.

13. Delivery and collection

Delivery and collection options may vary depending on the medicine, prescription status, location, stock, compounding requirements, temperature requirements and courier availability.

Some medicines may require temperature-controlled handling or special delivery arrangements.

You are responsible for providing accurate delivery details and ensuring that someone is available to receive the order where required.

Risk in goods may pass in accordance with applicable law and delivery arrangements, but this does not limit your rights under Australian Consumer Law.

14. Returns, refunds and cancellations

Returns, refunds and cancellations are governed by our Returns and Refunds Policy.

Prescription medicines, veterinary-only medicines, compounded medicines and temperature-sensitive medicines generally cannot be returned or refunded for change of mind once dispensed, prepared, packed, dispatched or supplied, except where required by law.

Nothing in these Terms of Service or our Returns and Refunds Policy limits your rights under Australian Consumer Law.

15. Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

You may be entitled to a remedy where a product or service fails to meet a consumer guarantee, including where there is a major problem or where a product is not of acceptable quality, not fit for purpose, not as described, or not supplied with due care and skill.

Nothing in these Terms of Service excludes, restricts or modifies any rights or remedies you may have under Australian Consumer Law.

16. Accounts and vet access

We may offer customer accounts, veterinary clinic accounts, vet portal access, approved clinic workflows, or other account-based services.

You are responsible for maintaining the confidentiality of your login details and for all activity under your account.

Veterinary clinic or vet portal access may be restricted to approved users. We may approve, suspend, remove or refuse access at our discretion, including where we cannot verify clinic, prescriber or authorised user details.

You must not share vet portal access with unauthorised persons.

17. Acceptable use

You must not use this website or our services to:

  • upload false, altered, misleading or unlawful prescriptions;

  • impersonate another person, clinic, veterinarian or prescriber;

  • attempt to obtain prescription medicines without lawful authority;

  • interfere with website security or functionality;

  • misuse forms, uploads, accounts or ordering systems;

  • engage in fraudulent, unlawful, abusive or harmful conduct;

  • copy, scrape, reproduce or misuse website content;

  • breach any applicable law, regulation or professional requirement.

We may suspend access, cancel orders, refuse service or report conduct to relevant authorities where appropriate.

18. Privacy

Our collection, use, storage and disclosure of personal information is described in our Privacy Policy.

By using our services, placing an order, uploading a prescription or communicating with us, you acknowledge that your information may be handled in accordance with our Privacy Policy.

Prescription, health, pet, owner, clinic, prescriber and order information may be shared with Central Labs Compounding Pharmacy and relevant prescribers or clinics where necessary for prescription review, dispensing, compounding, safety, delivery, compliance or support.

19. Third-party platforms and Shopify

This website is powered by Shopify and may use third-party providers for payments, hosting, delivery, analytics, forms, communication, customer service and other operational functions.

Your use of third-party services may be subject to their own terms and privacy policies.

We are not responsible for third-party websites, platforms, payment providers, shipping providers or linked services except to the extent required by law.

20. Intellectual property

All website content, branding, text, images, graphics, logos, layouts, forms, documents and other materials are owned by or licensed to Central Pets, Central Labs Compounding Pharmacy or their related entities unless otherwise stated.

You may use the website for personal, customer, clinic or legitimate service purposes only.

You must not copy, reproduce, distribute, modify, publish, commercially exploit or misuse website content without written permission.

21. Limitation of liability

To the maximum extent permitted by law, Central Pets and Central Labs Compounding Pharmacy are not liable for loss or damage arising from:

  • incorrect information provided by you or a third party;

  • failure to provide a valid prescription;

  • prescriber changes after dispensing or compounding has commenced;

  • misuse, incorrect storage or incorrect administration of medicines;

  • reliance on website information as veterinary or medical advice;

  • delays outside our reasonable control;

  • third-party delivery, platform, payment or technology issues;

  • unauthorised account access caused by failure to secure login details.

Nothing in this clause excludes liability that cannot be excluded under Australian Consumer Law or other applicable law.

22. Indemnity

You agree to indemnify Central Pets and Central Labs Compounding Pharmacy against loss, damage, cost, claim or liability arising from your unlawful use of the website, false or misleading information, misuse of prescriptions, breach of these Terms of Service, or violation of applicable law, except to the extent caused by our negligence, breach of law or failure to meet applicable consumer guarantees.

23. Changes to the website or services

We may update, modify, suspend or discontinue any part of the website, services, account features, upload tools, ordering pathways, content or functionality at any time.

We may also update these Terms of Service from time to time. The updated version will be published on this website with the revised “Last updated” date.

Your continued use of the website after changes are published means you accept the updated Terms of Service.

24. Governing law

These Terms of Service are governed by the laws of Western Australia and the laws of the Commonwealth of Australia.

You agree that courts in Western Australia have jurisdiction, subject to any rights you may have under applicable consumer protection laws.

25. Contact

For questions about these Terms of Service, orders, prescription uploads, accounts, refunds, privacy or website use, please contact:

Central Pets / Central Labs Compounding Pharmacy
29 Oxford Close
West Leederville WA 6007
Australia

Email: accounts@centrallabs.com.au