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Deposit Policy
Frequently Asked Questions

At Felines First Veterinary Hospital, we're passionate about creating a unique, fear-free experience tailored for cats, ensuring every visit is as calming and enjoyable as possible. We understand you might have some questions about our deposit policy, so we've provided answers below to help clarify our practice's approach.

 

Why is there a need for a deposit?


Our practice operates a bit differently than most. We offer longer appointment times, averaging 40 minutes, to cultivate a fear-free environment for our feline friends. This means that each appointment slot represents a significant portion of our schedule.


Due to these considerations, our availability can be limited, and we often are booked up to two weeks ahead. When a reserved time slot is missed, it impacts our practice, and another pet in need of services was not given the opportunity to be seen at that time. The deposit policy helps guarantee fairness, accessibility, and commitment from our clients, respecting the value of the time and care we offer.
 

I also go to Craven Animal Hospital and I don’t have to pay a deposit there. Isn’t this the same practice?


We are owned by the same veterinarian but we are a completely separate facility and operate as such. We do share the same database allowing access to patient records for existing clients that wish to schedule at our facility instead. Craven Animal Hospital continues to see their own feline patients on a regular basis. Their larger size means that more doctors and staff can be utilized allowing far more availability for appointments on any given day and is further increased due to shorter appointment times. This means that a missed appointment here and there has much less impact overall.
 

I've been punctual for all my appointments. Why is there a deposit for me?


We deeply value your consistency. The deposit policy is applied uniformly to all clients, no client is singled out or excluded. This policy isn't personal; it reflects our commitment to quality and respect for the services we render.

I was just there in July and did not have to pay a deposit. What changed?


In July, we paused the deposit policy for staff training. Unfortunately, during this time, no-shows and cancellations spiked by 48%, impacting our ability to serve other patients. This reinforced the significance of the deposit in upholding our scheduling efficiency.

Is the deposit refundable?


Yes, it is! If you give us at least 24 hours notice to reschedule or cancel, your deposit will be fully refunded. We strive to be as accommodating as possible.


What happens if I forget about my appointment?


We get that life can be unpredictable. This is why we send out reminder emails two days before your appointment, detailing our 24-hour return policy. If we don't hear back from you, our team will give you a call the day prior. However, if an appointment is missed without notice, the deposit isn't refundable. This policy ensures we can serve our feline community to the best of our ability, given our specific scheduling.

What if there's an unexpected emergency?


Please get in touch with us immediately if unforeseen events arise. We understand that urgent matters arise at inopportune times and will evaluate each situation on a case-by-case basis.

I still have reservations about this policy...


We completely understand and appreciate your feedback. Our deposit policy is framed with the well-being of our patients and fairness to our loyal clientele at its core. With our specialized practice model and limited appointment slots, the deposit ensures commitment and values the services we provide. We're dedicated to delivering top-notch, tailored care for all our feline friends. If this policy is not for you we recommend some really great and experienced mixed animal veterinarians at Craven Animal Hospital!

 

Thank you for choosing Felines First Veterinary Hospital. If you have any other questions or concerns, please don't hesitate to reach out. We're always here to help!

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