Online appointment booking rules

1. Creating a booking

To book, you need to provide current contact details and accurate information about the owner and the animal.

Please give a current phone number where we can reach you or the person responsible for the animal, if appointment details need to be clarified.

The following is not allowed:

• creating fictitious requests;
• deliberately giving false contact details;
• using someone else’s contact details without their permission;
• creating a large number of duplicate requests;
• using the booking system for purposes other than booking.

2. Cancelling or rescheduling

Plans can change — that is normal.

If you cannot attend a planned appointment, please let us know at least 24 hours before it starts.

That makes it possible to offer the freed time to another patient.

A cancellation less than 24 hours ahead does not by itself mean automatic restriction of booking access. Unforeseen and valid circumstances can happen to anyone, so such situations are reviewed individually.

At the same time, repeated last-minute cancellations without an objective reason may be grounds for restricting further online booking.

3. No-show without notice

If you cannot come — it is enough to let us know.

Missing an exam, consultation, procedure or planned surgery without any notice is a breach of the booking rules.

This especially applies to longer appointments and surgeries, for which a substantial block of working time is reserved in advance.

A no-show without notice may be grounds for restricting further online booking.

4. Repeated cancellations and reschedules

Rescheduling exists for situations where plans have genuinely changed.

However, systematically booking time and then cancelling, repeatedly moving the same appointment, or regularly holding slots without a real intention to attend creates inconvenience for other patients.

If this pattern repeats, access to online booking may be restricted.

5. Lateness

Please plan your time so that you arrive on time.

Significant lateness may shorten the consultation or make the planned appointment impossible without delaying the next patients.

If you are running late, please let us know.

Repeated significant lateness without notice may also be taken into account when deciding on further online booking.

6. Conduct and communication

I always stand for calm, open and respectful communication — even when we see a situation differently.

The following is not acceptable:

• aggressive behaviour;
• insults, humiliation or abusive language directed at the veterinarian or other staff;
• threats;
• intimidation or blackmail;
• deliberately provoking conflict;
• harassment or persistent contact after a request to stop;
• behaviour that endangers the veterinarian, staff, other visitors or animals;
• pressure to perform a procedure or treatment against the veterinarian’s professional decision.

Disagreeing with recommendations, wanting a second opinion, or declining proposed treatment is not in itself a breach of these Rules.

7. Organisational conditions of the appointment

Some procedures may have prior organisational requirements or preparation advice.

If certain conditions are necessary for the planned procedure to be carried out safely, you will be told about them in advance.

Repeated, deliberate ignoring of such requirements, so that the planned appointment or procedure cannot go ahead, may be taken into account for future booking.

8. Misuse of the online booking system

Access to the system may be restricted if it is deliberately used contrary to its purpose.

In particular:

• mass creation of requests for different dates;
• creating fictitious bookings;
• regularly booking and then cancelling available slots;
• automated or spam requests;
• using different phone numbers to bypass restrictions;
• creating bookings in other people’s names to bypass a block;
• other deliberate actions aimed at disrupting the normal operation of the system.

Such actions may lead to immediate restriction of online booking access.

9. When online booking access may be restricted

A restriction may be applied, in particular, in cases of:

• missing an appointment or surgery without notice;
• repeated cancellations less than 24 hours ahead without an objective reason;
• systematic rescheduling;
• repeated significant lateness without notice;
• aggressive, abusive or threatening behaviour;
• creating conflict or unsafe situations;
• threats, blackmail or harassment;
• deliberately providing false contact details;
• creating fictitious or duplicate bookings;
• misusing website features;
• attempts to bypass an existing restriction;
• other material or systematic breaches of these Rules.

Each situation is assessed individually in light of the specific circumstances.

A one-off honest mistake, lateness due to unforeseen circumstances, or a necessary cancellation does not mean automatic restriction of access.

10. What a restriction means

If a restriction is in place, the system may stop the ability to:

• view available appointment slots;
• create new requests;
• use online booking features.

If you try to use the system, a message will be shown that online booking is unavailable.

The restriction remains until it is lifted or reviewed by the veterinarian.

Attempts to bypass it by using another phone number, someone else’s contact details, or other technical means may lead to further blocking of those attempts.

The restriction applies to using the online booking service and is not in itself an automatic refusal of veterinary care.

11. Review of a restriction

The system does not provide an automatic appeal or automatic restoration of access.

Decisions on restricting online booking are made individually and are not reviewed solely because someone disagrees with them.

If you believe the restriction was applied by mistake — for example because of a wrong phone number, a technical error, or matching contact details — please message Anna on Telegram.

The situation will be checked manually.

If the restriction was indeed applied by mistake, access may be restored.

12. Personal data and preventing repeated breaches

The online booking system processes data you provide when creating a request, including contact details and information needed to organise the appointment.

In cases of material or systematic breach of these Rules, some data may also be used to prevent repeated breaches, misuse of online booking, and bypassing of restrictions.

Details of what data is processed, why, and how are set out in the Privacy policy.

13. Emergencies

Online booking through the website is not an emergency veterinary service.

If the animal needs urgent care, do not wait for the next available dental slot — go to a veterinary facility that can help immediately.

In short

Please arrive on time, give notice if you cancel, and do not hold slots you do not intend to use 🤍