Unfortunately we are seeing an increasing number of clients either not turning up for appointments or canceling them with very little notice.

When someone does not turn up for an appointment, that was a slot that we could have given to someone else. Likewise, canceling shortly before the appointment means that we may be unable to fill that slot in the timeframe given. All this has a knock on effect on the team and the service that we are able to offer. Throughout the last couple of years we have worked hard to ensure that we are available to treat your pets and that you have not had to wait long periods to have an appointment.

So we have had to implement a cancellation fee of £25.20. This fee will be charged to any client who does not turn up for an appointment, or who cancels or rearranges an appointment giving less than 24 hours notice.

If you have a pet booked in for surgery, we will require 48 hours notice otherwise the same cancellation fee of £25.20 will be charged.

We appreciate that very occasionally there may be extenuating circumstances and we will take these into consideration. But reasons such as the cat not coming in on time is not one of them (if you have a cat booked in for an appointment, always keep it in no matter how reliable it normally is).

This charge is one that we would rather was not needed, and all it takes for us to never use it is for our clients to turn up on time for the appointment they booked.

If you have any questions regarding this please call reception on 020 8786 0777