Sylvan Veterinary Hospital Office Policies

To ensure the highest standard of care and a smooth experience for all our clients, we've outlined several important office policies on this page. Here, you’ll find detailed information about our dental deposit and cancellation policy, appointment cancellation, late arrival policy, and no-show policies. These guidelines help us provide timely, efficient service and maintain fairness for all scheduled appointments. We encourage all clients to review these policies in advance of their visit.

Dental Procedure Deposit and cancellation policy

To ensure efficient scheduling and preparation for dental procedures, we require a $100 deposit for all scheduled dental services. This policy helps us maintain a high level of care for all clients and allows us to allocate appropriate time and resources for each procedure.

The week prior to your scheduled dental procedure, you will receive an initial message reminding you to submit the required $100 deposit. If the deposit has not been made, a second reminder will be sent mid-week. If the deposit is not received by Friday at 12:00 PM, your appointment will be automatically cancelled, in accordance with our deposit and cancellation policy outlined below.

Deposit Requirements:

A $100 deposit is required at least one week (7 days) prior to the scheduled dental procedure.
Appointments without a deposit will be subject to cancellation the Friday before the procedure if no deposit is made by 12pm.

Cancellation and Refund Policy:

Cancellations made more than 72 hours (3 days) prior to the scheduled procedure: The full $100 deposit will be refunded to the client.
Cancellations made between 24 and 72 hours prior to the scheduled procedure: The $100 deposit will not be refunded, but it will be retained on the client's account as a credit. This credit can be applied toward future procedures or services.

Cancellations made less than 24 hours prior to the scheduled procedure or failure to show up: The $100 deposit is non-refundable and cannot be used toward any future procedures or services.

Timeframes for Cancellation/Refunds

If your dental procedure is scheduled for Monday at 7:30 AM:

To receive a full refund, you must cancel before 7:30 AM on Friday.
To retain the deposit as a credit, cancel between 7:30 AM Friday and 7:30 AM Sunday.
If you cancel after 7:30 AM on Sunday, the deposit is forfeited.

If your dental procedure is scheduled for Thursday at 7:30 AM:

To receive a full refund, cancel before 7:30 AM on Monday.
To retain the deposit as a credit, cancel between 7:30 AM Monday and 7:30 AM Wednesday.
If you cancel after 7:30 AM on Wednesday, the deposit is forfeited.

We appreciate your understanding and cooperation with this policy, which enables us to better serve all of our clients.

Late, Cancellation and No Show APPOINTMENT Policy

We, at Sylvan Veterinary Hospital, understand that sometimes you need to cancel or reschedule your appointments. However, when you do not call-in advance to cancel your appointment you may be preventing another pet from getting much needed treatment. As a courtesy, we provide reminder emails and texts before your appointment. Be sure you are opted in to our practice text messaging service to receive these messages.

Late Arrival Policy: We make every effort to be on time for all our appointments. Unfortunately, when even one patient arrives late, it can throw off the entire schedule for that day. In addition, rushing or “squeezing in” an appointment shortchanges the patients and contributes to decreased quality of care. Therefore, a client that arrives 15 minutes or more late to their scheduled appointment will be rescheduled. We apologize for any inconvenience this might cause.

Cancellation of an Appointment: In order to be respectful of the medical needs of other patients, please be courteous and call our office promptly if you are unable to show up for an appointment. If it is necessary to cancel your scheduled appointment, we ask that you call at least 24 hours in advance. Appointments are in high demand, and your early cancellation will allow another patient access to timely veterinary care. If it is after hours, please leave this message on our voicemail or send us an email to info@sylvanvet.biz.

Appointment No Show Policy: A “no show” is a client who misses an appointment without canceling it. A failure to be present at the time of a scheduled appointment will be recorded in the patient’s chart as a “no show”. Starting November 1st, 2024 you will also be required to pay a $25 no show fee prior to booking your next appointment. Each pet in the schedule is counted as one appointment, if you miss an appointment for 2 pets this would mean a $50 fee would be applied to your account.

Time is a very valued asset. We appreciate your patience, understanding and support and want to do all we can to serve your pets needs during our office hours.