At Vet & Cie, we are committed to providing quality care to all our patients. In order to maximize accessibility to care and reduce wait times caused by missed appointments, the following policy applies:
1. Objective and Application
- Appointments: A $50 deposit is required for all veterinary consultations or grooming appointments.
- Surgical Procedures: A deposit representing a minimum of 25% of the estimated cost is required for all surgical procedures to reserve the medical team and operating suite.
- Deductibility: These amounts are fully deductible from the final invoice on the day of the appointment or procedure.
- Purpose: This deposit aims to ensure equitable access to care and to limit unjustified absences that penalize other patients.
2. Cancellations, Delays, and Absences
- Appointments (+24h): The deposit is non-refundable but is kept on your account for a future visit if cancelled more than 24 hours in advance.
- Surgical Procedures (+30 days): The surgical deposit is refundable if the cancellation is made more than one month (30 days) before the scheduled surgery date.
- Late Cancellation:
- For consultations, the deposit is forfeited if cancelled less than 24 hours before the appointment.
- For surgeries, the deposit is forfeited if cancelled less than 30 days before the procedure, unless it is held as a credit for a rescheduled date (at the clinic’s discretion).
- Delays and No-Shows: The deposit is forfeited if you arrive more than 10 minutes late (preventing the team from seeing you) or in the event of an unannounced absence
3. Exceptions
In accordance with best practices and ethics, exceptions may be granted at the clinic’s discretion for major unforeseen circumstances, such as:
- Serious medical or family emergency. Condition: For exceptions related to a medical emergency, medical proof must be provided to avoid losing the deposit.
- Extreme weather or dangerous road conditions.
- Sudden death or hospitalization of the animal.
4. Consequences of Refusing the Deposit
If you decline to pay the deposit, the appointment can be scheduled but will not be fully confirmed. This implies:
- Priority: A client who pays a deposit for the same time slot will be given priority.
- Waiting Time: You may face a prolonged wait time upon arrival.
- Emergency Fees: If the schedule is full on the day of the appointment, emergency fees may be applied to see your animal.
- Inability to Provide Care: During busy periods, we may be unable to see the animal and will have to reschedule the appointment.
Frequently Asked Questions (FAQ): Deposit Policies
1. Appointments
▶ Why is a $50 deposit required for an appointment?
This deposit guarantees fast access to care. By reducing missed appointments, we free up time slots for pets in urgent need. The amount is fully deducted from your final invoice.
▶ What happens if I need to reschedule?
With more than 24 hours’ notice, the deposit is kept on your account for a future visit. With less than 24 hours’ notice, or in case of a delay over 10 minutes, the deposit is forfeited.
▶ Can I book an appointment without a deposit?
Yes, but the appointment will not be fully confirmed. A client paying a deposit will have priority, and emergency fees may apply if the schedule is full on that day.
2. Surgical Procedures
▶ What is the deposit amount for surgery?
A deposit representing 25% of the estimate is required to reserve a surgical slot. This amount is deducted from the final invoice on the day of the procedure.
▶ Is the surgical deposit refundable?
Yes, it is refundable if the cancellation is made more than one month (30 days) before the surgery. If cancelled less than one month before, it is non-refundable and forfeited.
Effective Date: December 31, 2025.
©2025 Vet & Cie
