Cancellation Policies
For Grooming Appointments
Typically, a deposit is not required to schedule a grooming appointment. However, if you no call/no show the day of your appointment, you will be asked to leave a $50 non refundable deposit for future grooms. This deposit IS used toward your groom, and is not additional “on top” of your groom fee. This is due to our groomer’s pay structure, and needing to protect her time. Our groomer sets her policies, and on the hospital level, it is our job to enforce them. If you call to cancel 24 hours in advance, or if you need to reschedule (again, with a 24 hour notice), a deposit will not be required. This 24 hour notice allows our groomer to get those on her waiting list in, whereas if she has a no call/no show same day, she cannot get them in. Thank you for your understanding.
For Doctor appointments
Current or Returning Clients: No deposit is required to make an appointment with a doctor, except for in the event of chronic no call/no shows (typically 3 times in a row). If you are on our schedule, and we receive no communications from you for multiple appointments, you may be required to leave a non-refundable deposit to hold future appointments. This is to ensure that we can get as many patients in as need to be seen, and if we experience no call/no shows on a doctor’s schedule, that is time we may have been able to see a sick patient instead. Our goal is to not have anyone wait for longer than necessary to have their pet seen, and concerns addressed. This non-refundable deposit WILL BE APPLIED toward your bill on the day of your appointment.
New Clients
A $50 deposit is required to make an appointment for a new client/new patient. This is due to the influx of new client no call/no shows we’ve experienced in the past year. This deposit is refundable if you call to cancel 24 hours prior to your appointment. In the event of needing to reschedule, no additional deposit will be required. This $50 deposit WILL BE APPLIED toward your bill on the day of your appointment. Even in the event of a reschedule, you will still be eligible for a new client/new patient exam day discount.
For Surgeries
Currently, we do not require a deposit to book surgeries. This is currently under review, as our doctors block off their entire morning to spend on surgeries, and therefore cannot see scheduled appointments outside of their surgeries. This is to ensure best care for our surgical patients. Please let us know 24 hours in advance if you need to cancel or reschedule a surgical procedure, so that we may plan accordingly.
