Refund Policy

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Refund, Cancellation & Rescheduling Policy

Last updated: 13.02.2026.

This Refund, Cancellation & Rescheduling Policy (“Policy”) forms a legally binding agreement between Vet Kat Approved (“Practice”) and the Client (“Client”, “Owner”).

By clicking “Book”, confirming an appointment electronically, paying a deposit, or otherwise reserving an appointment, the Client explicitly confirms that they have:

• Read this Policy in full,

• Understood its contents, and

• Accepted and agreed to be legally bound by its terms.

If the Client does not agree with these terms, they must not proceed with booking.

1. Reservation of Professional Time

All appointments constitute the reservation of dedicated professional time, preparation, and availability.

Once an appointment is booked, that time is exclusively allocated to the Client and is removed from availability for other patients. Lost time due to cancellation cannot typically be recovered.

For this reason, strict cancellation and refund rules apply without exception except where explicitly stated.

2. Client-Initiated Cancellation & Refund Structure

All cancellation or rescheduling requests must be submitted in writing (email or other approved written method). The time of receipt will be the official reference point.

A. 72 Hours or More Before Appointment

Cancellation or rescheduling 72 hours or more prior to the scheduled appointment time entitles the Client to a 100% refund of prepaid service fees.

B. 25–71 Hours Before Appointment

Cancellation or rescheduling 48–71 hours prior to the scheduled appointment time entitles the Client to a 50% refund.

C. Less Than 24 Hours Before Appointment

Cancellation or rescheduling less than 48 hours before the scheduled time results in no refund.

D. Less Than 24 Hours, Same-Day Cancellation, or No-Show

If the Client:

• Cancels less than 24 hours before the appointment,

• Fails to attend (no-show),

• Is not present at the agreed location and time,

• Fails to provide required access or parking,

• Fails to properly restrain or make the animal safely available,

• Or otherwise prevents the appointment from proceeding for any Client-related reason,

then:

• No refund will be issued, and

• The full appointment fee shall be deemed earned and payable immediately.

3. Strict One-Time Rescheduling Rule

Each appointment booking includes a maximum of one (1) rescheduling opportunity.

If the rescheduled appointment is:

• Cancelled again for any reason (regardless of notice period),

• Rescheduled again,

• Missed (no-show), or

• Unable to proceed due to Client-related circumstances,

then:

• The entire prepaid amount becomes immediately and permanently non-refundable,

• No credit will be issued, and

• No further rescheduling will be permitted.

This rule applies without exception for personal scheduling conflicts, work obligations, travel issues, or non-medical circumstances.

4. Travel & House Call Protection

For house call appointments:

If the provider travels to the agreed location and the appointment cannot proceed due to Client-related reasons, the following apply:

• The full service fee remains payable, and

• All travel fees, tolls, and incurred expenses remain due and non-refundable.

Travel time constitutes professional time and is fully protected under this Policy.

5. Non-Refundable Services & Preparation

The following are strictly non-refundable:

• Completed consultations or treatments

• Time spent reviewing medical records or preparing individualized treatment plans

• Custom herbal formulations once prepared

• Opened or dispensed supplements and products

• Travel costs once incurred

Professional preparation time is considered billable and earned once undertaken.

6. Provider-Initiated Cancellation

If the Practice is unable to perform the scheduled appointment due to unforeseen professional, medical, or force majeure circumstances:

• The Client will be notified as soon as reasonably possible.

• The Client may choose between:

  • Rescheduling at the next appropriate availability, or

  • Receiving a 100% refund of prepaid service fees.

Liability is strictly limited to the amount paid for the affected appointment. The Practice shall not be liable for indirect, consequential, or incidental losses.

7. No Waiver

Failure to enforce any part of this Policy in one instance does not constitute a waiver of the right to enforce it in future instances.

8. Binding Acceptance

By clicking “Book”, selecting an appointment time, submitting booking details, or making payment, the Client:

• Confirms they have read this Policy carefully,

• Confirms they understand its strict cancellation and refund terms,

• Acknowledges that professional time is being exclusively reserved, and

• Agrees to be legally bound by these conditions without reservation.

This electronic acceptance constitutes full contractual agreement.