Terms & Conditions

Appointment scheduling:

Appointments are scheduled to ensure that our Veterinarians and Veterinary Nurses have adequate time with each client and their pet(s) to thoroughly address their health concerns.

While walk-in appointments are sometimes necessary, they can impact our veterinary team and increase wait times for other clients seeking care. We strongly encourage bookings and advise that walk-in appointments will be seen only as time permits, unless identified as an emergency.

To allow the consulting veterinarian sufficient time to discuss your pet’s health concerns, we recommend limiting a standard 30-minute appointment to addressing a maximum of two conditions. If you believe you will need more time or wish to discuss additional concerns, please inform our reception team at the time of booking so we can arrange a longer consultation (additional costs apply).

Lateness:

Greater Springfield Veterinary reserves the right to forfeit your appointment if you arrive more than 10 minutes late. This is because, in some cases, there may not be enough time to complete the appointment thoroughly without delaying the next scheduled client. If your appointment is forfeited, we will provide alternate times for rescheduling.

If you are running late, we kindly request that you give us a courtesy call so we can plan accordingly, or assist with rescheduling your visit where necessary.

Cancellations / No Shows:

Late appointment cancellations can impact our ability to provide timely care to other sick pets and clients in need of veterinary attention. While we understand that unexpected events may occasionally arise, we kindly request at least 24 hours’ notice if you need to cancel or reschedule your appointment.

If you cancel or reschedule with less than one hour’s notice, a cancellation fee of $55.00 (half the consultation fee) will apply if we are unable to fill your booking slot. Failure to attend your appointment without prior notice will incur a $110.00 fee (full consultation fee), as the appointment time will go unused.

Pet Club members are also subject to this fee, even if consultation fees are included as part of the membership plan.

We ask that you confirm or cancel your appointment by replying ‘Y’ or ‘N’ via our SMS appointment reminder, when you receive it.