Cancellation & Refund Policy

At Call My Vet, consultation appointments reserve dedicated veterinary time for your pet. This policy explains the conditions applicable to cancellations, rescheduling, late arrivals, no-shows and refunds.

1. Cancellation by the Pet Parent

A full refund will be provided when a consultation is cancelled at least 12 hours before the scheduled consultation time.

Cancellations made less than 12 hours before the scheduled consultation are non-refundable.

2. Rescheduling

A consultation may be rescheduled once only, provided the rescheduling request is made at least 3 hours before the scheduled consultation time.

The rescheduled appointment will be subject to available consultation slots.

Requests made less than 3 hours before the scheduled appointment may not be eligible for rescheduling.

3. Late Arrival

The veterinarian will wait for up to 10 minutes after the scheduled consultation start time.

If you join late, your consultation will still end at the originally scheduled time so that subsequent appointments are not delayed.

If you have not joined within 10 minutes, the appointment may be considered a no-show.

4. No-Shows

Appointments classified as no-shows are non-refundable and are not automatically eligible for rescheduling.

A new consultation may need to be booked.

5. Cancellation by Call My Vet

If Call My Vet is unable to provide a confirmed consultation, the pet parent will be offered either:

• Rescheduling at no additional charge
• A full refund of the consultation fee

6. Technical Problems From Call My Vet's Side

If a consultation cannot be completed because of a technical problem attributable to Call My Vet, we will first attempt to restore or continue the consultation.

If this is not reasonably possible, the consultation will be rescheduled at no additional charge.

If a suitable rescheduled appointment cannot be provided, a full refund will be offered.

7. Technical Problems From the Pet Parent's Side

Pet parents are responsible for ensuring that their device, internet connection, microphone, camera where required, and other necessary technology are functioning before the consultation.

If technical difficulties occur, reasonable attempts may be made to reconnect or continue the consultation.

Where a consultation cannot proceed due to internet, device, audio/video or other technical issues on the pet parent's side, a refund is not guaranteed.

Rescheduling may be offered at Call My Vet's discretion depending on the circumstances.

8. Consultation Already Started or Completed

Once a veterinary consultation has started or has been completed, the consultation fee is non-refundable.

9. Referral for Physical Veterinary Care

An online consultation may determine that your pet requires physical examination, diagnostic testing, procedures, hospitalisation, specialist care or emergency veterinary treatment.

A recommendation to seek in-person veterinary care does not by itself qualify the consultation for a refund, as professional veterinary assessment and guidance have already been provided.

10. Emergency Referral

Call My Vet is not an emergency veterinary service.

If, during an online consultation, the veterinarian determines that the pet requires urgent or emergency physical veterinary care, the pet parent will be advised accordingly.

Where professional consultation or triage has already commenced, referral to emergency or in-person veterinary care does not automatically qualify the consultation for a refund.

11. Refund Processing

Where a refund is approved under this policy, Call My Vet will initiate the refund within 5–7 business days.

After initiation, the time required for the amount to appear in the customer's account may vary depending on the bank, payment method or payment service provider.