Please read our financial and cancellation policies below. If you have any questions regarding these policies, please call us at 469-401-5457.
We understand that this is a difficult decision to make and plan for. We have a large service area and our doctors need time to drive to your home and help your family with your pet. In order to help us plan our doctors' time appropriately, we will provide you with an appointment time. If possible, please be prepared for the doctor to arrive up to 30 minutes before or 15 minutes after your time as traffic may be lighter or heavier than expected. If you need an absolute time, please let us know at the time of booking and we will try our best to accommodate your needs.
We understand that you may choose to postpone your appointment if your pet's condition changes, or that you may need to cancel the appointment if your needs change prior to the visit. Please see our policies below for each situation.
Postponement: Contacting us before 24 hours of your set visit time will allow us to accommodate other families. We will keep your information until our services are needed in the future. Contacting us within 24 hours of the visit will incur a $50 cancellation fee as it is unlikely we will be able to accommodate another family with the appointment time within that time period. The only exception to this policy is if you contact us to postpone within 4 hours of your appointment time- the minimum doctor's time fee of $275 will then be incurred in order to secure a future visit. This is due the day of the change.
Cancellation: If you will no longer need any of our services, please contact us as soon as possible so we can accommodate another family in need. If you give us 24 hours or more notice for your cancellation, no fee is incurred. Generally, if you contact us within 24 hours of your appointment time, a $50 cancellation fee will be incurred. The exception to this is if you cancel within 4 hours of your scheduled appointment, the minimum doctor's time fee of $275 will be incurred. This is due the day of the cancellation. If your pet passes away prior to the set visit time, we may still be able to come to your home to take care of cremation services for you- availability depends on our daily schedule within our travel area.
Please call and leave a voicemail if needed at our main number 469-401-5457 only for any changes to your appointment. We do have other phone numbers that may have been used to communicate with you, but these are not active at all times and communication on any of these other lines may not be received. Any change communication received on other phone lines will not be considered valid regarding the cancellation fee schedule.