We understand that circumstances change and try to avoid imposing financial penalties as much as we can. We need your kokua. We are experiencing an unprecedented surge in requests for our services, putting us in the heartbreaking position of either turning people away or adding them to a waiting list. This is especially true for weekend and evening slots, which are highly desirable and limited in number. If your plans change, please let us know as early as possible so that we can help someone else.
Kindly review these policies carefully so that you know what to expect.
Compassionate Home Euthanasia or rechecks
Up to five hours in advance: If you received a confirmation email, you may use the links from your email or confirmation page to cancel or reschedule via the website. Or call us at 808-435-3006 to cancel. If it is after hours, please leave a message. To avoid a no-show fee, please do not cancel by sending an email as we may not get your message in time. A $100 nonrefundable deposit will be required before scheduling again.
Less than five hours in advance: Please call us ASAP if your plans change at the last minute. After the second cancellation, a $100 nonrefundable deposit will be required before scheduling again.
Palliative Care Consults
Consults take larger blocks from the schedule and require advance preparation. If you change your mind, consults must be cancelled or rescheduled by 5 pm the night before the appointment. Please use the links in your confirmation email or call us as soon as your plans change. Cancellations made later than 5 pm the night before are subject to a $100 fee (waived if your pet passes away before the appointment). This charge may be applied to future services for the same pet.
Definition of a no-show: An appointment will be considered a no-show if any of the following occur: 1) No one is at the agreed upon meeting location (e.g. your home or in a Zoom meeting room) by ten minutes after the start of the appointment time. 2) If we arrive and are unable to gain access to the meeting location (due to security gates, for example) by ten minutes after the start of the appointment time. 3) If the animal is unavailable. 4) If a person fully authorized to make medical decisions for the pet is unavailable or otherwise occupied (e.g. we do not have your undivided attention).
In the event of a no-show: A non-refundable charge, which cannot be credited toward future services, will be applied to your account. These charges must be settled before you may reschedule. No-show fees vary depending on appointment type and time scheduled:
Compassionate Home Euthanasia and consults: Appointments scheduled to begin between the hours of 9am and 3pm Monday through Saturday: $100. Appointments scheduled to begin after 3pm or before 9am Monday through Saturday or all day Sunday: $200.
Rechecks: You will be charged the entire recheck fee of $125.