We would like to inform you of a policy on late arrival, cancellation and no-show of appointments that is effective as of November 8, 2023. This policy has been established in order to provide the highest level of veterinary care to all of our patients. 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. We schedule our appointments so that each patient receives the right amount of time to be seen by our veterinarians and staff.
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 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 slot. We request that cancellations be made a minimum of 24-hours prior to your scheduled appointment time and a minimum of 48-hours prior to your scheduled surgical procedure. Any deposit placed on an appointment or surgical procedure will transfer to a cancellation fee if not cancelled or rescheduled with the minimum amount of time. If you do not show for a scheduled appointment, a $50 fee will be applied to your account and must be paid in full prior to your next appointment. If you do not show for a scheduled procedure, a $100 fee will be applied to your account and must be paid in full prior to rescheduling the procedure. When you do not show up for a scheduled appointment or surgery, it creates an unused appointment slot that could have been used for another patient in need.
New Clients:
· If a new client fails to show for their first appointment, their appointment deposit will transfer to a cancellation fee and they will be charged another deposit of $50.00 when scheduling for their next appointment.
· If the missed appointment was for the no charge new pet exam, they will lose the benefit of the no charge exam, and will pay full price at the rescheduled appointment.
· If a new client fails to show for a surgical procedure, the $100.00 surgical deposit will transfer to a cancellation fee and they will be required to pay a deposit of 50% of the estimated cost when rescheduling the procedure.
Existing Clients:
· If an existing client fails to show for two (2) or more appointments, they will be required to pay the no show fee of $50.00 at the scheduling of their next appointment.
· Clients who continually fail to show for appointments will only be scheduled for day admission appointments.
· If an existing client fails to show for their no charge new pet exam, they will lose the benefit of the no charge exam, and will pay full price at the rescheduled appointment.
· If an existing client fails to show for a surgical procedure, their $100.00 deposit will transfer to a cancellation fee and they will be required to pay a deposit of 50% of the estimated cost when rescheduling the procedure.
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