Booking, Payment & Cancellation Terms

Fur, Feathers & Scales Mobile Vet is operated by Isabel Olivares, ABN 64 895 211 988.

Bookings and deposits

After submitting your booking request, you’ll be asked to complete a pre-visit questionnaire about your pet and the reason for the visit. I’ll use this information to provide an estimate, including any applicable travel fees and surcharges. I may contact you if further information is needed.

A deposit of 50% of the estimated cost is required to secure your appointment. Your booking is confirmed once you have received confirmation of the appointment arrangements and your deposit has been received.

Your deposit is deducted from your final bill.

Payment and additional costs

The remaining balance is payable by card or cash at the end of the consultation, before I leave the residence.

Additional services, medications, diagnostic tests or treatments may change the final cost. I will discuss these costs with you and obtain your agreement before proceeding.

Cancellations and rescheduling

Please contact me as soon as possible if you need to cancel or reschedule your appointment.

With at least 24 hours’ notice, your deposit can be refunded in full or transferred to another appointment, subject to availability.

With less than 24 hours’ notice, your deposit may be retained to cover the reasonable costs and losses arising from the late cancellation or rescheduling. Any remaining amount will be refunded.

As a courtesy, your full deposit can instead be transferred once to a replacement home visit. The replacement visit must take place within 14 days of the original appointment, subject to availability. If I cannot offer a suitable appointment within that period, we will agree on an alternative date.

If you cancel that replacement visit, regardless of how much notice you give, the original late-cancellation charge remains applicable and your deposit may be retained. The deposit cannot be transferred again under this concession.

If the replacement visit goes ahead, your transferred deposit is deducted from the final bill.

Any amount retained will not exceed the deposit paid or the reasonable costs and losses incurred. Charges may be reduced or waived if the original appointment is filled or the loss is otherwise avoided. Any remaining amount will be refunded.

Being available for your home visit

You must be present at the agreed address and time, with your pet available for the appointment.

If nobody is available when I arrive, I will attempt to contact you and wait up to 10 minutes. If the visit cannot proceed, it will be treated as a late cancellation.

Reasonable travel costs already incurred may be deducted from your deposit, including if you arrange a replacement visit. Applicable travel charges will be disclosed before booking. If travel costs are deducted, only the remaining deposit will be available to transfer.

The same cost will not be charged twice. Total deductions will not exceed your deposit or the reasonable costs and losses incurred. Any remaining deposit can be refunded or transferred under the conditions above.

Exceptional circumstances

I understand that unexpected illness, a pet’s death and other difficult circumstances can affect your plans. Please contact me as soon as you can.

Exceptional circumstances will be considered individually, and cancellation or missed-visit charges may be reduced or waived.

If I need to cancel

If I cancel your appointment, including a replacement visit, you can choose a full refund of the deposit held for that appointment or transfer it to another appointment.

No cancellation fee will apply.

How to cancel or reschedule

Call or text: 0402 015 116
Email: contact@ffasmobilevet.com.au

For texts and emails, notice is counted from when your message reaches my nominated number or inbox, rather than when I read it.

If your call is unanswered, please send a text or email so there is a record of your request.

Your consumer rights

These terms do not exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under Australian Consumer Law.