Cancellation Policy

CANCELLATION POLICY

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• Appointment cancellation and rescheduling requests MUST be submitted via voicemail, text, or email at least 24 hours prior to your scheduled appointment to avoid being subjected to additional fees beyond the $10 administrative processing fee, and/or appointment forfeitures. Tuesday appointments must be cancelled the previous Friday.

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• ​​​Requests made less than 48 hours prior to the appointment time will incur a $10 administrative processing fee.

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• ​​​SNP staff must be notified NO LESS THAN 24 business hours prior to the scheduled appointment time, to allow staff time to fill the slot. If your appointment is scheduled for Tuesday morning, you will need to contact staff no later than noon the preceding Friday.

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• ​​​​If you are canceling your appointment, please notify staff at the time of cancellation if you would like to reschedule, and whether your remaining balance (minus the $10 administrative fee, if applicable) should be applied as an account credit or refunded to the original payment method.

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Missed appointments impact all medical clinics negatively, but non-profit clinics like Spay Neuter Project whose services are priced just pennies above cost, can rise and fall on just a few missed appointments. These empty slots quickly become critical funding deficits.

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• In case of emergency, when it is impossible to give 24 hours' notice, a cancellation fee waiver will be permitted, and your account will be noted. Requests must be made PRIOR to the scheduled appointment time and may be rescheduled ONLY. You will receive an account credit (minus the $10 administrative fee) to be used at your rescheduled appointment. 

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• ​Only one emergency cancellation waiver will be permitted annually. 

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• ​​​​No-call/No-show clients (contacting or arriving more than 10 minutes late for their scheduled appointment) may be rescheduled ONLY and will be charged a fee of $20 or 50% of the total amount of their scheduled appointment, whichever is greater. Any remaining balance will be repurposed as a client credit to be used at their rescheduled appointment.

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• ​​​​Appointments will be rescheduled based on availability and may no longer be eligible for current specials or discounts. 

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• ​​​​After three canceled or no-show appointments, any remaining account balance will be forfeited, and future appointment requests will be declined for no less than one year from the date of the most recent canceled/no-show appointment​​.​​

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SNP is accustomed to juggling our responsibility to provide affordable, high-quality care and the rising costs of providing it. Like you, we feel the financial weight of our economy, and our biggest burden comes from unpaid, unfilled appointments. It is increased by the fact that SNP relies on the generosity of donors to fund our clinic without increasing fees.

 

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As responsible stewards, we understand that we must strive for maximum impact and minimum waste. This makes every appointment critical for meeting annual funding and budgetary needs. It is with sincerity that we ask you to carefully consider the motivation behind the payment & cancellation policies. We want to continue to serve your pets, the vulnerable animals in our community, and the advocates that care for them, for years to come.  

 

If you do have questions about our payment or cancellation policies, please contact the clinic and ask to speak to the Executive Director directly. Your cooperation helps us save as many animals as possible! Thank you for carefully reviewing and honoring this information, and most of all, for BEING KIND TO SNP STAFF!