Effective Wednesday, October 11th, 2023.

 

Thank you for partnering with us in the care of your pet. In order to protect everyone’s time and help as many patients as we can, we have enacted this updated cancellation policy. Once you have scheduled an appointment with us it means that we have reserved time in our schedule exclusively for you and your pet. Rebooking these slots after late cancellations can be difficult and there are many patients in our community that are in need of our care.  Please review the following guidelines for financial investment at time of scheduling and cancellation policy based on the type of appointment scheduled.  

Generally speaking, we have a 5-calendar day Cancellation Window and a 24-hr Late Cancellation window.  How we process payments for cancellations/reschedules will vary depending on whether you do so prior to the 5-day window, between 24 hour and 5 days, or within less than 24 hours/day of. For clarity, here is the preceding day by which we must be informed of a reschedule/cancellation to be considered prior to the 5-day Cancellation Window.  

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For your first in-clinic or virtual appointment with us: 

• 50% of the appointment fee is due at time of booking and you are required to save a card on file. 

• For those guardians who are unable or unwilling to save a card on file, 100% payment of appointment fee will be due at time of scheduling and refunds will be processed in accordance with the below schedule only. 

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If a cancellation or reschedule is required, the following policy applies: 

• Prior to the 5-day cancellation window: Reschedules do not incur any penalty - the initial financial investment can be applied to the rescheduled appointment.  Cancellations are fully refundable minus a $20 processing fee OR the financial investment can be held on file and applied to future services within 6 months with no processing fee deducted.   

• Within the 5-day Cancellation Window: the 50% fee that was paid is held as a cancellation fee. Another 50% or a card on file would be required to schedule another appointment.

• Late Cancellation less than 24 hours before the appointment or a No Show: is charged out the remaining 50% to equal the full appointment fee. Another 50% or a card on file would be required to schedule another appointment.  

 
For all in clinic and virtual follow-up appointments: 

• Prior to the 5-day cancellation window: no reschedule or cancellation fee as long as card is on file. The $20 processing fee will be applied for cancellations if a card is not held on file. 

• Within 5-day Cancellation Window: 50% of the appointment fee is charged out at time of cancellation or reschedule. For packages, 50% of the a la carte service is charged out by default. Clients can choose to consume an appointment instead – please let us know if this is your preference.

• Late cancellation less than 24 hours before the appointment or No Show: the full appointment fee is charged out or a full appointment in a package is consumed.  

 
Special scheduling: 

Due to the complex nature of coordinating these appointment types and/or the large chunk of time needed to block out to accommodate them, the following two appointment types have unique policies: 

• Vet-to-vet Partnership Teleconsults – 100% of the full appointment fee is due at time of scheduling.   If an appointment is cancelled by the client prior to the 5-day Cancellation Window, reimbursement minus the $20 processing fee can be provided or the investment can be held on file for any future service within 6 months.  Within the 5-Day Cancellation Window, a client may elect to cancel the teleconsult and apply those funds towards services within our Comprehensive Care or Behavioral Coaching track at no penalty. The fee will be charged out and a credit placed on your account. Otherwise, all reschedules and cancellations within the 5-day window are considered Late Cancellation and the full appointment fee is charged out. A new fee or card on file would be required for a reschedule. 

• Housecall appointments - 100% of the fee is due at the time of scheduling. For cancellation or reschedule prior to the 5-day cancellation window, the appointment fee can be held on file and applied to a future appointment or reimbursed minus a $20 processing fee. After the 5-day window, the pre-payment is held as a cancellation fee. Within the 24 hour period the appointment fee + the travel fee are charged out. 

 
Options to preserve your financial investment and make the most of all our time:

 

• Conversion of an in person to virtual appointment (upon doctor/technician approval pending services that need to be provided)

• Conversion of all Comprehensive Evaluations to virtual Behavior Intake pending technician availability with remainder of money kept on file going towards future services (expires after 6 months).

• IF AVAILABLE, take an open slot offered BEFORE the scheduled slot or different time on the same day  

 
Additional information: 

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• There is no difference in our policy between in person appointments at our clinic vs. virtual appointments. 

• All charged out fees are non-refundable

• No refunds are processed for services rendered WITH NO EXCEPTIONS.

• Reimbursements are always charged the $20 processing fee. 

 
If you need to cancel or reschedule an appointment, please do so by contacting us as soon as possible.  Leave a message if we do not pick up.   

 

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