No Show-Cancellation-Rescheduling Policy

Due to increase demands and inconveniences caused by the overwhelming occurrences of no-shows, last minute cancellations and last minute rescheduling we are updating our No Show/ Cancellation/Rescheduling Policy. The doctor(s) and staff at Canterbury Animal Hospital understand that at times there are needs to cancel or reschedule an appointment. However, when we are not notified in a timely manner this is preventing another patient(s) from receiving treatment. As a courtesy we provide reminder texts/phone calls and PetDesk App Services. Please review our appointment policies listed below.

If you must cancel/reschedule an appointment, PLEASE PROVIDE 24 HOURS’ NOTICE to avoid additional expenditures. Leave a message on the voicemail at 304-816-3439, e-mail info@canterburyvets.com or send a message through the PetDesk app.

·         No Shows are any appointments that are:

o   Cancelled with less than 24 hour notice.

o   Failure to be present at the time of a scheduled appointment.

o   Late arrival (more than 10-15 minutes) with no prior notice that may result in needing to reschedule.

§  No Shows will result in a $67.50 expenditure that will be collected prior to scheduling future appointments.

§  A non-refundable deposit will be required for scheduling of any and all future appointments. This will be applied to that scheduled appointment.

§  If the appointment is cancelled the deposit is considered to be forfeited by the client and will not be refunded.

·         Cancellations need to be made within a respectful timeframe.

o   Cancellations for any surgical procedures needs to occur prior to 48 hours or the surgical deposit ($75 routine/70% estimate for major surgery) will be forfeited and another deposit will be required to reschedule.

o   Cancellations for an examination or progress examination needs to occur 24 hours prior to the scheduled appointment or $67.50 will be collected prior to scheduling future appointments.

·         Rescheduling of an appointment needs to occur 24 hours prior to the scheduled date or $55.50 will be collected prior to rescheduling of the appointment.

·         New Client’s will be required to make a non-refundable deposit of $67.50 (+ processing/curtesy fee) for routine or non-critical appointments scheduled and will be applied to the visit. If the appointment is for a critical appointment a non-refundable deposit of $120.00 will be required and be applied to the visit. New clients can reschedule the appointment if prior to 24 hour notice is given. Any new client that No Shows it is at the discretion of the attending veterinarian to decide if they can be rescheduled and another deposit will be required.

Our establishment reserves the right after three occurrences within a 12 month period to discharge you from the practice.

By agreeing to the above you are accepting all liabilities for the collections of these funds. If you do not agree to this liability you may make card/cash payments at the facility prior to scheduling an appointment.

We appreciate your continued dedication and patience, please understand that during this time we are trying and wanting to do all we can to best serve you and your pets.

                                                                                         Effective January 1, 2024