Asia Paws Clinic Policies

Asia Paws is committed to providing a welcoming and relaxing atmosphere for every patient and client.
The following policies are intended to enhance everyone’s experience and improve healing and wellbeing.
 
Reservation policy:

1. Please understand that when you forget/cancel your appointment without giving enough notice, we missed an opportunity to fill that appointment time and clients on our waiting list missed opportunities to receive treatment.
2. Please note that our online patient system is set to lock in scheduled appointments 24 hours before the due date. Thus the session appears as ‘paid’ and thus cancellations within 24 hours of the scheduled time are charged.
   For unlocking a locked in appointment we must contact the system admin in California (US). Any change of the systems is reported to the Asia Paws Board of Directors.
   Please note that we can only unlock an appointment cancelled within 24 hours in emergency situations.
3. Please arrive 5 to 10 minutes in advance of your appointment time for a stress free preparation of treatment.
4. Treatments will begin and end on time as a courtesy to the next patient.

 
Tardiness policy:

1. We understand that sometimes being late is unavoidable. We will always try our best to accommodate you. However, your tardiness can affect the remainder of the day by delaying for patients who come in on time after you.
2. For this reason, we have set a few general ground rules for such situations.

• All scheduled appointments have a 10 minute grace period to allow for bad traffic or parking difficulties.
• If you anticipate that you will be later than 10 minutes, please inform us (WhatsApp, SMS) to see if we have an availability to complete your appointment in full.
• One late client can throw off our entire schedule and cause our other clients to be late for their appointments. Therefore, if you arrive more than 20 minutes late, we will be forced to shorten or reschedule your appointment.
• These Asia Paws policies give us the time to inform our stand by clients of any availability as well as keep our appointment schedule filled, thus help to better serve everyone.

 
Price policy:

• We are constantly expanding our services to provide you the latest information and best healthcare.
  Also, we make every effort to keep our website and service menu updated.
• Please note that prices and services are subject to change from time to time with due notice.

 
Refund policies:

1. Refunds will be issued in treatment credit only. Credit must be used in the next 14 days of the refund date.
2. In case a patient dies the remaining pre-paid treatments are immediately refunded by cheque to the name of the pet’s owner as provided in the pet’s registration. The cheque is posted by registered mail to the address as provided in the pet’s registration form.
3. Retail products can only be refunded if unused and if they are in the original packaging.

Monetary policy:

1. We accept cheques made out to Asia Paws (M) Sdn Bhd for RM50 and above.
   Asia Paws (M) Sdn. Bhd. absorbs all bank charges for banking in cheques. There are no extra costs to the client.
2. We accept cash in Malaysian currency.
3. For online transaction and direct banking in we politely request proof of payment emailed to appointments@asiapaws.com or SMS to 018.2734110.

 
Confidentiality and Privacy policy:

1. We do believe that every client has a right to privacy and confidentiality. The conversations you have with the doctor/clinic assistants will remain confidential, as will your pet’s treatment records.
2. Both, client list and email list, are confidential. We do not share our client list with outside companies.

 
Special Conditions policy:

• Please notify our Clinic Administrator before reserving appointments if your pet has special physical concerns or disabilities (urine leakage, diarrhea, open wounds, pressure sores etc).
• If your pet is incontinent kindly bring your pet protected by diapers and in a leakage-proof carrier.
• If a patient can’t be handled safely due to hyperactivity or aggression to other pets, our staff or even towards the owner/handler we reserve the right to refrain from acupuncture treatment. We will offer other suitable natural treatments instead.

 
Other tips for your visit:

1. Please respect the right to a quiet atmosphere for all clients and patients.
2. We ask that you refrain from talking loudly and that you turn off or silence your mobile phones during the consultation.
3. For safety please always keep your cat and rabbit in a locked carrier and keep dogs (any size!) on leash or inside a carrier.
4. We are proud to always deal respectfully and politely with clients.
   In return we expect due respect from our clients when dealing with our staff in person, by phone or through email. We reserve the right to refuse accepting clients who are impolite and disrespectful  to any of our staff members.
5. Please respect other pet patients and their owners! Do NOT approach and DO NOT LET your pet approach other patients without prior permission (from the pet patient’s owner).
   Fear and stress affect the treatment outcome adversely – please be considerate!!

 
We very much appreciate your compliance. Thank you for supporting our policies.

Your Asia Paws Team