3.1 Cancellation More Than Six (6) Hours Before the Appointment

If you cancel your booking more than six (6) hours before the scheduled appointment time, you are entitled to a 100% refund of any consultation fees paid.

Refunds will be processed using the original payment method unless otherwise agreed.

3.2 Cancellation Between One (1) and Six (6) Hours Before the Appointment

If you cancel your booking between one (1) and six (6) hours before the scheduled appointment time, a call-out fee will apply.

The purpose of the call-out fee is to compensate the assigned veterinarian for reserving the appointment, travel preparation, scheduling commitments, and the inability to accept another booking during that time.

Where the consultation fee exceeds the applicable call-out fee, the remaining balance will be refunded.

The amount of the applicable call-out fee will be displayed during the booking process or communicated before confirmation.

3.3 Cancellation Less Than One (1) Hour Before the Appointment

No refund will be provided if the booking is cancelled less than one (1) hour before the scheduled appointment time.

This also applies where:

• the veterinarian has commenced travel to the appointment location;

• the veterinarian has arrived at the appointment location;

• the customer is unavailable or cannot be contacted;

• access to the property is denied;

• no responsible adult is present;

• the address supplied is incorrect;

• the pet is unavailable for examination.