We would like to inform you of our policy on late arrival, cancellation and no-show of appointments that is effective as of September 30, 2024. This policy has been established in order to provide the highest level of veterinary care to all of our patients. Our veterinary-client-patient relationship is based on mutual trust and respect. As a courtesy, we provide reminders in advance of the appointment time or surgical procedure. Should your schedule change and you cannot keep your appointment, please contact us as soon as possible so we may reschedule you, and accommodate another patient. You may contact Heather Ridge Pet Hospital during or after regular business hours. Our contact information is at the bottom of this policy.
Late Arrival
If you arrive late to your appointment, and more than 10 minutes of your scheduled appointment time has passed, we may ask you to reschedule your appointment or offer a walk-in appointment that may have a wait time. Walk-in appointments are offered as doctor capacity allows and are not guaranteed. Walk-in appointments have an additional $15.00 fee that is obtained along with the other appointment charges.
Cancellation and No-Shows
By providing us notice of a cancellation, we may be able to accommodate other patients with your appointment time. A no-show is a client who misses an appointment or procedure without cancelling it. If you are unable to keep your appointment or surgical procedure, we ask that you contact us at least 24 hours in advance for appointments and 48 hours in advance for surgeries to reschedule or cancel. Appointments and procedures cancelled with less than the requested notice are not refund-eligible for reservation fees.
Appointments
If you do not show for a scheduled appointment, a $50 appointment reservation fee will be due at the time of your next booking. When this appointment is kept, the fee will be applied to the invoice. If the appointment is not kept, the fee will be forfeited.
If the missed appointment was for the no charge new pet exam, this benefit is forfeited and a full exam will be charged at the rescheduled appointment.
Clients who no-show for three (3) appointments, will only be scheduled for day admission appointments.
Surgical Procedures
If you do not show for a scheduled surgical procedure, you will need to pay another $100 surgical reservation fee at the time of your next booking. When this procedure is kept, the fee will be applied to the invoice. If the procedure is not kept, the fee will be forfeited.
Clients who no-show for two (2) procedures will have to pre-pay 50% of the estimated cost of the procedure when rescheduling. When this prepaid procedure is kept, the fee will be applied to the invoice. If the prepaid procedure is not kept, the fee will be forfeited.
We understand there may be times when an unforeseen emergency occurs and you may not be able to keep your scheduled appointment. You may contact Heather Ridge Pet Hospital 24 hours a day, 7 days a week at the numbers below. Should it be after regular business hours Monday through Friday or Saturday, you may leave a message, text or email.
Phone: 605-371-1600
Text : 605-501-5075
Email : info@heatherridgepet.com