CLINIC POLICIES

Appointments and surgical bookings are a reservation of the professional time of our doctor and nurses. This time is set aside to provide you and your cat with our undivided attention.

Unforeseen Circumstances

We know there may be circumstances beyond your control such as human illness or traffic. Please call as soon as you know you will be late or absent.

Late Arrivals

We appreciate it when clients arrive 5 minutes before their appointment in order to complete the check in procedure.
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 you will have to wait or you may need to be rescheduled. You could also be asked to drop off your cat, so that we can attend to the on time clients appointments as they arrive.

Clients who are more than 10 minutes late for their scheduled appointment and do not call ahead will be considered a No Show.

Cancellations

We require one full business day notice by phone if you need to cancel your appointment. This allows us to give the appointment to another client. Less than 24 hours notice will be considered a No Show and a cancellation fee may apply.

No Shows

When pet owners do not show up for their appointments the reserved time must still be paid for. New clients who do not show up for their initial consultation will be charged for the full consultation.

The first time an existing client misses a booked appointment, we will remind you of our policy. On the second No Show, a cancellation fee of $80 will be charged. Repeated no shows will mean that appointment slots cannot be reserved, and you will have to walk in and wait or drop off for later examination.

Surgeries, Diagnostic work ups and Dental Procedures

A deposit of $200 is required when scheduling a surgery, work up, or dental procedure, and will be refunded if you cancel by phone more than 3 full business days prior to your scheduled procedure appointment. If you cancel within 3 business days of your appointment, the deposit will NOT be refunded. This is because for in hospital procedures we routinely set aside between 1 and 3 hours of our nurse and doctor time for your cat's healthcare needs.

Thank you for ensuring all our patients get access to our care.