Booking Policy
- Booking your appointment
You can book an appointment by filling out the contact form or by calling us on 07933819897.
We will confirm your appointment date and time, however the booking will remain provisional until payment is received. Please note we cannot commence the visit until payment has been received.
For urgent appointments please call us on 07933819897.
- Payment
Payment can be made via bank transfer or payment link. Payment for any additional services must also be paid in advance of the appointment. Please note we are unable to accept cash payment or any payment in person.
- Amendments to appointment
We understand that pets can have good and bad days and that, for many reasons, you may want to rearrange your appointment. Our amendment policy is as follows:
- First amendment of an appointment made more than 24 hours before the appointment: Free
- Subsequent amendments of appointment made more than 24 hours before the appointment: £50 administration charge
- Amendments of appointments when appointment is in less than 24 hours: £50 administration fee
- Amendments of appointments when appointment is in less than 1 hour will be treated as a cancellation (see cancellation policy below).
Please note: We cannot guarantee the same day of the week or time for any amended appointments due to other appointment commitments, however we will do our best to ensure a mutually agreed time slot.
- Cancellations
If you wish to cancel your appointment please contact us on 07933819897 as soon as possible.
Cancellations made more than 24 hours before your appointment aren’t liable to any fees and you will receive a full refund.
If you cancel less than 24 hours before your appointment the following fees will apply:
- Within 24 hours of the appointment: £50 fee
- Within 12 hours of the appointment: £100 fee
- Within 6 hours of the appointment: 50% of booking value
- Within 2 hours of the appointment: no refund will be given
- If you change your mind during the appointment no refund will be given
If an appointment is cancelled at the request of Supernova Vets (for example due to vet sickness) a full refund will be given.
- Termination of appointments
Our vets reserve the right to terminate the appointment at any point if they feel unsafe or threatened. A refund will not be given in these circumstances.
If we are unable to perform the euthanasia due to your pet showing aggressive behaviour we can rebook the appointment with some pre-visit medication to facilitate the euthanasia. The original payment would be carried over to the future booking and there would be an administration fee of £50.00. If you know your pet has shown aggressive behaviour in the past please contact us as we may be able to arrange for some pre-visit medication to prevent us from having to rebook.
- Refunds
Any refunds that are granted will be processed within 5-7 business days to the original payment method.
Thank you for your understanding and cooperation, and for supporting our independent practice. Our priority is to provide compassionate care for your pet and support for your family during this difficult time. If you have any queries or concerns please contact us.
