Cancellation Policy
Last updated: October 2026
We understand that circumstances can change quickly, particularly when caring for a pet nearing the end of their life.
If you need to cancel or change your appointment, please contact us as soon as possible so that we can make the time available to another family.
Cancelling or rescheduling
You can cancel or reschedule your appointment using the link provided in your booking confirmation, or by contacting us directly.
Where possible, we ask that you provide at least 1 hour’s notice if you need to cancel or change your appointment.
We understand that this may not always be possible, especially if your pet’s condition changes suddenly.
Late cancellations
Appointments cancelled with less than 1 hour’s notice may incur a $150 cancellation fee.
We do not want families to feel pressured to proceed with an appointment simply because it has been booked, and we will always take the circumstances into account.
If your pet passes away before we arrive
If your pet passes away before your appointment, please contact us as soon as you can.
If we have not yet begun travelling, the appointment can usually be cancelled.
If we are already on the way, you can still choose for us to attend. We can assist with transport and help arrange your chosen aftercare.
Where we attend after your pet has already passed, a $150 attendance and transport fee will apply.
If we have already begun travelling
If you cancel after we have already begun travelling to your home, a $150 cancellation fee may apply to cover travel time and costs already incurred.
If your pet has passed before we arrive and you would like us to continue attending, the $150 attendance and transport fee will apply instead of the cancellation fee.
If we need to cancel or change your appointment
Very occasionally, circumstances outside our control may require us to delay, reschedule or cancel an appointment.
If this occurs, we will contact you as soon as possible and do everything we reasonably can to offer an alternative time or help you make other arrangements.
Refunds
Where payment has been made in advance and an appointment is cancelled, any refund will depend on the timing and circumstances of the cancellation.
Where applicable, a $150 cancellation fee or $150 attendance and transport fee may be deducted from the amount refunded.
These fees are alternatives and will not both be charged for the same appointment.
Where a refund is due, it will generally be returned using the original payment method or another agreed method.
Third-party payment providers may take several business days to process a refund.
Please get in touch.
If you need to cancel, reschedule or discuss your appointment, please contact us directly. We understand that these appointments are made during an emotional and often unpredictable time, and we will always try to approach changes with understanding and flexibility.