Cancellation policy
Anytime an appointment is cancelled with less than 24 hours notice, or does not show up, it prevents another sick pet from taking that spot and being seen. For this reason, we have implemented a Cancellation and a No-Show policy.
We understand that life can be very unpredictable, and because of that we will do our best to accommodate your schedule and current situation. With your help, through proper notification, we can provide more care to more patients.
Appointment Cancellation or Rescheduling
We understand your schedule or your pets condition may change, causing you to cancel your appointment. You may call during business hours, or leave a voicemail or email while we are closed to cancel your appointment:
- Appointments: We require 24 hours notice if you need to cancel your appointment.
- Surgery: A 48 hours notice is required if you need to cancel an elective surgery appointment. For surgeries with one of our mobile specialists, 72 hour notice is required (this includes all orthopedic surgeries).
- Ultrasound: A 72 hours notice is required prior to your appointment as these are booked with a mobile specialist.
Being late for the appointments
We schedule our appointments according to our doctors’ and staff availability, and allocate resources and time to allow for enough time for all your questions and concerns to be addressed within your appointment time. When arriving late, this affects our entire team and other clients with scheduled appointments.
Clients who arrive on time for their appointments are always given priority over clients who arrive late. If you are late, this may mean that your appointment will take longer than normal, or may need to be rescheduled.
We ask that your call us as soon as you know you will be late for your appointment. Depending on the other appointments and how late you will be, we may be able to accommodate you, or we may need to reschedule or delay your appointment. If you are 15 minutes or more late for your scheduled appointment and have not called, this will be considered a “no show” and will be subject to our no show policy rules.
Not showing up for appointment
When clients do not show for their appointments, it creates an empty appointment slot in our day, and prevents our team from providing care to another pet who needs it and may be on our appointment wait list.
We consider any appointment a “no show” if:
- You do not arrive for the appointment
- You arrive more than 15 minutes after the scheduled appointment time (without calling ahead)
- You did not contact us within the time frames listed in the above cancellation/rescheduling policy
After the first no show visit, we will send you a detailed understanding of our policies.
Should you no show a second time, we require a non-refundable deposit BEFORE scheduling a future appointment. Deposits required are listed below:
- Appointments – $59 (our current consultation fee)
- Surgery or ultrasound – 25% of estimate provided