Late Arrivals, Cancellations, and No Show Policy
We make every effort to arrange appointments appropriately so we can provide care to our patients when they need it.
late arrivals
Arriving late for your appointment puts extra pressure on our team, and may cause us to run late for our other scheduled appointments.
Clients who arrive on time for their appointments are always given priority over clients who arrive late. If you are running late, this may mean that your appointment will take longer than normal, or may need to be rescheduled.
We request that you call the clinic 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 your appointment. Clients who are more than 10 minutes late for their scheduled appointment and do not call ahead will be considered a No Show.
No Shows
When pet owners do not show up for their appointments, it creates an empty appointment slot in our day which prevents our team from providing care to another pet who needs it.
Clients will be considered a No Show if they:
Arrive more than 10 minutes after their scheduled appointment without calling ahead.
Cancel their appointment after the below listed notice periods.
Do not show up for their appointment.
Cancellations
We understand your schedule may change, or your pet’s 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.
We require 48 hours notice if you need to cancel or make change to your appointment.
Less than 48 hours notice will be considered a No Show and a Rescheduling Fee may apply.
New Client - First Appointment: All first-time clients who wish to book an appointment with us are kindly required to make a non-refundable prepayment for their pets consultation exam. This policy has been implemented due to a significant increase in No Shows, which unfortunately prevents other pets from receiving the care they require.
Appointments: We require 48 hours notice if you need to cancel or make changes to your appointment. Cancellations within 48 hours or not showing up for your appointment, will require a non refundable deposit in order to reschedule your pets next appointment.
Surgeries & Dental Procedures: A deposit of $200 is required when rescheduling a surgical or dental procedure and will be refunded if you need to cancel more than 72 hours prior to your pet’s procedure. If you cancel or make changes within 72 hours, the deposit will NOT be refunded. Less than 72 hours notice will be considered a No Show.
Ultrasound: A deposit of $150 is required when scheduling an ultrasound and will be refunded if you need to cancel or make changes more than 72 hours prior to your specialist appointment. If you cancel within 72 hours, the deposit will NOT be refunded. We schedule ultrasounds with a specialist who comes to our clinic specifically to see your pet.
Unforeseen Circumstances
We know there may be circumstances that impact your schedule beyond your control. We simply ask for your to communicate so we can better assist you. If you have a special circumstance, please call to speak with us. We are here to help!
How to cancel or reschedule
Call us during business hours at 604-299-3395 or leave a voicemail if it is after hours.
Email us at caphillah@gmail.com
office hours
Monday to Friday 8:30am - 5:30pm
Saturday 9:00am - 4:30pm
CLOSED on all Sunday’s and all Statutory Holidays