Appointment Cancellation Policy and Fees

We strive to render excellent care to our patients. In an attempt to be consistent with this, we have an appointment cancellation policy that allows us to schedule appointments for all patients. When an appointment is scheduled that time has been set aside for you, and when it is missed, that time cannot be used to treat another patient.

We appreciate that you have busy lives which may mean that you are not always able to attend a previously scheduled appointment. Please contact us and we will endeavour to rearrange your appointment at a more convenient time. It is our aim to provide quality care to our patients on schedule and to use clinical time effectively.

Cancellation of an appointment

However, please appreciate that failure to attend an appointment or inadequate notice of cancellation means that we are unable to offer the appointment to other patients and therefore means we may have to charge a fee.

Clients are requested to give at least 24 hours’ notice to cancel an appointment. Cancellations should be made by telephone on: 01295 712110 or by email on and a cancellation reason should be given.

If you cancel your appointment with less than 24 hours’ notice, or you miss an appointment then we will charge a missed consultation or procedure fee.

Our missed consultation and procedure fees can be seen on our price list. A missed appointment fee is charged at our usual consultation price, whatever the reason for the original appointment. This includes appointments that would otherwise be free of charge. A missed procedure fee is charged for missed or late cancelled surgeries and investigations that require admission to the practice.

It is our aim to telephone or write to patients after a missed appointment to understand the reason for non-attendance and to inform them about any fee or decision about their pet’s care. Any appeals about missed or cancelled appointment decisions should be made in writing to the Practice Manager.

If a missed appointment charge is not settled within 14 days, we may ask you to rearrange care for your pets with another veterinary practice.