Cancellation Policy

Cancellation/No-Show/Late Arrival/New Client Policy

To ensure all appointment times are available to pets in need we have instituted the following Policies. To keep appointments on time we provide multiple text and e-mail reminders for all clients. We appreciate the opportunity to care for your pet and share these expectations up front so we can best serve our clients and patients with timely care.

Cancellation Policy:

If you need to cancel an appointment, call us at least 24 hours in advance. If you reach us after business hours our phone is NOT set up for voicemail messages. Instead, please send us a text to 907-344-0561. Early cancellation will allow another patient access to timely care.

No-show Policy:

A no-show is a client who misses an appointment without canceling it 24 hours in advance. Missed appointments will require prepayment of the exam fee when rescheduling future appointments. When this prepaid appointment is kept the fee will be applied to the invoice. If the prepaid appointment is missed, the fee will be forfeited. Highland Animal Clinic reserves the right to refuse scheduling future appointments for repeated missed exams.

Late Arrival Policy:

We strive to ensure clients and patients are seen in a timely manner and appreciate your on-time arrival so your pet may benefit from their full exam time. A grace period of 10 minutes will be granted for unforeseen delays that you may encounter while traveling to our hospital. If you arrive more than 10 minutes late for an appointment, we will work toward other rescheduling options as our schedule permits, but pre-payment may be required as the appointment slot will be considered a no-show.

New Client Policy:

New client and intake forms must be completed in advance of scheduling to help our medical team prepare for your pet’s visit. New clients will be required to pay a scheduling fee equal to the first exam fee at the time of scheduling. When the initial exam is complete the exam fee will be waived. However, if the initial appointment is missed or cancelled with less than 24 hours’ notice the scheduling fee is not refundable.