Cancellation Policy Details
We ask that our clients let us know as soon as possible if they are unable to make it to their appointment.
Our general policy is as follows:
All appointments must be confirmed by the client within 12 hours of the scheduled appointment time and all cancellation requests are to be made at least 2+ hours prior to the appointment time.
If confirmation is not made by the 12 hours deadline, if cancellation takes place within 2-hours of the appointment time, or if an appointment is missed completely (no-show) despite confirmation, BYVH will cancel the appointment, and a non-refundable $30 fee will incur. A deposit equal to the exam fee is required in order to reschedule.
We do not charge any additional cancellation fees or obtain deposits for rescheduling or cancellations outside of the 2-hour window. All appointment deposits within this timeframe are fully refundable.
What constitutes a missed appointment?
A no-call/no-show is the clearest kind of missed appointment, and a deposit along with a missed appointment fee is required to reschedule.
Additionally, if you are 10+ minutes late for your appointment, this also qualifies as a missed appointment and you may be asked to reschedule with a non-refundable $30 fee and deposit.
If our schedule allows, we might be able to offer a work-in appointment to see your pet in between other appointments. Please understand that our ability to see work-ins is not a guarantee and varies every day depending on our caseload and staff.
After two (2) instances of a no call/no show, we will not offer rescheduling options and the client will be released.
Why did you implement these policies?
The increase in demand for veterinary care over the last 2 years has resulted in most all clinics to be booked weeks or months out. We literally do not have enough appointment times to accommodate the number of clients that want to be seen on any given day. When clients no-show or make last-minute cancellations, this not only impacts us as a business, but is a missed opportunity for clients on our waitlist to be seen. This means a sick pet, needing care, was affected. In order to prevent this pattern from recurring, we expect timely appointment confirmation or communication for other arrangements, as well as an understanding of our policies if these expectations are not met.
We understand that things happen! Traffic, emergencies, illness, childcare, etc. Our policies are not in place to punish clients or to prevent patients from receiving care. They are there merely to establish the value of our time and expectations of a courteous professional relationship. We are absolutely willing to work with you if something comes up, especially if you have a sick pet!