Changing or cancelling an appointment.

Routine and new appointments

We understand that circumstances may change and appointments sometimes need to be cancelled or rescheduled.

We appreciate advance notice and require at least 24 hours’ notice for new or routine appointments.

If an appointment is cancelled with less than 24 hours’ notice, Creature Comfort Mobile Vet reserves the right to charge a cancellation fee equal to 50% of the appointment fee.

Emergency home euthanasia appointments

Cancellations of emergency home euthanasia appointments with less than 4 hours’ notice may incur a cancellation fee equal to 50% of the appointment fee.

Rescheduling

Same-day rescheduling may be possible. Please contact us as soon as you can and we will do our best to assist.

Missed appointments

If you do not cancel your appointment and are not present at the confirmed booking time, the full appointment fee will apply.

Refunds

Cancellations made with the required notice will receive a full refund, less 2.2% to cover incurred transaction fees.

Additional appointment information

After-hours emergency home euthanasia

Please note that we are NOT an emergency mobile service and will always recommend contacting your local veterinary clinic for any urgent or lifethreatening situations. Weekend and after-hours appointments outside of normal operating hours MAY also be available by prior arrangement ahead of time. This cannot always be guaranteed. Please call if you have any questions.

Please note that this service is not always available, and we apologise if we cannot take your call outside of normal operating hours. We will endeavour to get back to you as soon as possible.

I have an aggressive pet, are you still able to attend?

Please advise us upon booking if your pet is aggressive, as our vet needs to prioritise everyone's safety. The vet may need to take appropriate measures to ensure safety is maintained, which may include employing muzzles or restraints, temporarily sedating the pet if necessary, and you may also be required to assist in handling your pet.

The vet's primary concern is to ensure the well-being of all parties involved while still providing all necessary care.

Can I use my pet insurance?

We provide our customers with an itemised invoice which can be submitted to your insurance provider for claims. Please inquire with your insurance provider to determine whether at-home pet services are included in your level of cover.