1. Fees and Payment

Our standard consultation fees are displayed in reception and on our website. Fees reflect the time spent, complexity and nature of treatment, practice operating costs, and available government, public agency and other funding.

Payment is required after triage and immediately before your consultation. If payment is not made, an invoice will be issued.

We may recover reasonable costs of recovering overdue amounts, including debt collection and legal costs, to the extent permitted by law. We may decline further non-urgent services while an account remains unpaid, subject to our legal, professional and ethical obligations and your rights under applicable law and the Code of Health and Disability Services Consumers’ Rights.

2. Privacy and Information

By choosing Napier Urgent Care, you authorise us to collect, hold, use and disclose personal and health information in accordance with the Privacy Act 2020, Health Information Privacy Code 2020 and other applicable law.

We may obtain information directly from you or, where permitted and reasonably necessary for your care, from other healthcare providers or health agencies. We may request and use information reasonably necessary to provide, coordinate or manage your healthcare. We will not use health information for purposes unrelated to your care unless permitted or required by law or authorised by you.

Where information is collected indirectly, we will comply with applicable notification requirements, including Information Privacy Principle 3A, unless an exception applies. You may request access to or correction of your information in accordance with applicable privacy legislation.

For overdue accounts, we may disclose information reasonably necessary for debt recovery to a debt collection agency, solicitor or other engaged party and, where permitted by law, to a credit reporting agency. Any such disclosure will comply with the Privacy Act 2020, Credit Reporting Privacy Code 2020 and other applicable law, and will be limited to information reasonably necessary for the relevant purpose.

3. Account Credits and Refunds

· $50 or less: Credit remains on your account for future consultations or services.

· $60 or more: You may request a refund.

· Refunds under $50 are processed Monday–Friday, 9am–5pm, excluding weekends and public holidays.

· EFTPOS refunds require in-person collection and valid photo ID.

· Refunds over $50 are paid by direct credit on receipt of valid bank details and photo ID and are processed fortnightly.

· Refunds must be at least $10, with a minimum $50 credit balance retained.

· We may apply account credits to outstanding fees.

4. Complaints and Consumer Rights

We aim to provide safe, appropriate and respectful healthcare and address concerns fairly and promptly. Please contact us with any concerns about our services, fees or treatment so we can try to resolve them.

Complaints may be made in any appropriate form and will be handled under our complaints procedure and the Code of Health and Disability Services Consumers’ Rights.

Nothing in these Terms limits or excludes any rights or remedies available under the Health and Disability Commissioner Act 1994, Code of Health and Disability Services Consumers’ Rights, Privacy Act 2020, Consumer Guarantees Act 1993, Fair Trading Act 1986 or other applicable legislation.

5. Changes to these Terms

We may update these Terms to reflect changes to our services, fees, systems or applicable law. The version applying to a service is the version made available at or before that service, subject to your rights under applicable law.

6. Definitions

“You” means any patient of Napier Urgent Care. “We”, “us” or “our” means City Medical T/A Napier Urgent Care, a New Zealand registered company.