Appointment Scheduling, Cancellation & No-Show Policies
At South Hyland Pet Hospital, every appointment represents dedicated time reserved for your pet and our medical team. Our scheduling policies help us maintain appointment availability, provide attentive veterinary care, and respect the time of our clients and staff.
Appointments Are Required
South Hyland Pet Hospital is an appointment-only veterinary hospital.
Scheduling appointments allows our team to prepare for each patient’s medical needs and dedicate appropriate time to their care.
This includes urgent medical concerns. While we offer same-day urgent care appointments when availability allows, all patients must have a scheduled appointment before arriving at our hospital.
If your pet needs urgent medical attention, please call or text us to discuss availability and appropriate care options.
For additional information, visit our Urgent & Emergency Care Information page.
Late Arrivals
Clients are expected to arrive on time for their scheduled appointments.
If you’re running late, please notify our team as soon as possible. However, notifying us of a delay does not guarantee that we can accommodate a late arrival.
Clients arriving more than 15 minutes after their scheduled appointment time may be required to reschedule.
Our team will determine whether a late arrival can be accommodated based on the remaining appointment time, the patient’s medical needs, and our hospital’s schedule.
Appointment Cancellations & No-Shows
We understand that schedules change and unexpected circumstances arise. Providing advance notice when canceling or rescheduling allows us to offer that appointment time to another patient who may be in need of veterinary care.
Routine Appointments
We ask that clients provide at least one day’s notice when canceling or rescheduling routine appointments whenever possible.
For the purposes of this policy:
- Same-Day Cancellation: An appointment canceled on the calendar day it was scheduled to occur.
- No-Show: An appointment that is missed without notifying our hospital.
Specialty Services & Extended Appointments
Certain appointments require additional preparation, dedicated staffing, specialized equipment, travel arrangements, or extended appointment times.
These include surgeries, dental procedures, house calls, ultrasounds, echocardiograms, appointments involving traveling veterinary specialists, and other designated specialty services.
These appointments require at least 48 hours’ notice for cancellation or rescheduling.
Reservation Fees may apply when appointments are canceled or missed without the required notice, as outlined below.
Reservation Fees
All Reservation Fees are collected in advance and applied as a credit toward the cost of the scheduled appointment or procedure when the appointment is completed.
When Reservation Fees Are Required
Routine Appointments
After two documented same-day cancellations, no-shows, or a combination of the two, a Reservation Fee will be required to schedule future appointments.
The amount is generally equivalent to the examination and consultation fee but may include anticipated additional services when appropriate.
Specialty Services & Extended Appointments
If a specialty or extended appointment is canceled or rescheduled with less than 48 hours’ notice, or missed entirely, a $300 Reservation Fee will be required to schedule the next specialty or extended appointment.
This requirement applies following each late cancellation or missed appointment and is not a permanent requirement for future appointments.
Appointments with Traveling Specialty Surgeons
A $300 Reservation Fee is required at the time of scheduling, regardless of previous appointment or cancellation history.
Payment History
Reservation Fees may also be required for clients with a history of unresolved financial obligations or difficulty completing payment for previously authorized services. These requirements are determined at management’s discretion.
For more information, please review our Payment Options & Policies page.
Reservation Fee Cancellations, Refunds & Forfeiture
When the required cancellation notice is provided: The Reservation Fee may be refunded or transferred to a future appointment.
When the required notice is not provided, or the appointment is missed: The Reservation Fee will be forfeited.
When South Hyland Pet Hospital cancels or reschedules an appointment: The Reservation Fee will not be forfeited.
Exceptions may be considered at management’s discretion.
All applicable Reservation Fee amounts and payment terms will be communicated before scheduling.
Questions or Appointment Changes?
If you need to schedule, cancel, or reschedule an appointment, please contact us as soon as possible.
South Hyland Pet Hospital
Call or text: (952) 884-1868
Request an Appointment: PetDesk App
Email: southhyland@southhyland.com
Thank you for respecting your scheduled appointment time and helping us provide attentive, timely veterinary care to all our patients.