Asia Paws Clinic Policies

To provide to your pet and to you optimal healing conditions in an environment that's calm, clean and positive, our clinic Team and Dr Susanna are committed to be clear, concise and fair. Your pleasant visit and smooth interactions are based on the following clinic policies:
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Treatment Reservations & Cancellation:
  • Missed appointments without prior notice are charged in full 
  • In order to cancel or reschedule your appointment with no charge, contact clinic administration one business day in advance (during business hour ONLY). As an illustration, if an appointment is on Monday, cancellation on the Friday the week before provides one business days’ notice.  No charge will apply in this situation.
  • Treatments will begin and end on time as a courtesy to the next patient.
 
Tardiness/Delayed Arrival:
Try to arrive 5 to 10 minutes before your appointment time to start treatments relaxed and in a positive manner.  We understand that occasionally being late "just happens". We will do our best to accommodate late arrivals, but we can't promise you anything!
In fairness to our "on-time" patients we have the following policies:
  • Every scheduled appointment has a 10 minute grace period to allow for bad traffic or parking difficulties.
  • If you arrive more than 15 minutes late for your appointment, you have lost your booked slot.  Any free slot later that same day will be offered to you. Please note that we can't refund a missed appointment. 
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Pricing:
  • You find all prices (for each service we provide) on the booking page for you to view before making any decision. 
  • Please note that we never charge for sterile needles, alcohol pads etc.
 
Refund policies:
  • There will be a 20%  admin fee for refunds on remaining sessions?
  • Retail products are not refundable
  • Refunds will be performed every 7th day on the following month, by cheque
  • A refund can only be claimed if you provide admin the full payee name, bank name and account number.  Our admin staff will bank in your cheque.
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Monetary policy:
  • In the clinic we currently only accept cash (in Malaysian currency) and 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.
  • Each treatment can only be booked at www.asiapaws.com. Our booking system does NOT require you to have a PayPal account.  Any credit or debit card can be used to make a booking!
 
Confidentiality and Privacy policy:
  • Our clients have the right to privacy and confidentiality. Our conversations remain confidential, as will your pet’s treatment records except if you require the transfer of your pet's treatment details to a vet/clinic of your choice.
  • Both, client name and contact details are confidential.
 
Special Conditions of Disabled Pets or Clients (Owners):
  • In case your pet has become incontinent, we appreciate if you use diapers on your pet or use leakage-proof transport for your furkid.
  • If hyperactivity or aggression in a pet prevent safe handling, we reserve the right to refuse treatment without refunding the session. Other suitable natural treatments may be offered, instead.
 
Clinic Tips for a Great Visit and Speedy Healing:
  • Respect our serene and tranquil atmosphere to calm clients and patients. Put your electronic devices on silent mode in the reception area. If your pet is hyper and/or noisy you may prefer the outdoors seating area while waiting for your appointment.
  • During treatment your pet is our priority. It should be your priority, too. Silence your mobile phone and concentrate on veterinary procedures during your pets treatment.
  • To keep your cat and rabbit safe, always use a lock-able carrier. Keep your dog (any size!) on a leash or inside a carrier as long as you are outside of your allocated treatment room.
  • We are respectful and polite with you and your pets. But courteous behaviour is a two way street. Your approach to Dr & Staff is crucial to keep the clinic pleasant and courteous.
  • We reserve the right to refuse clients who are impolite, discourteous and disrespectful to any of the clinic's team members or clients.
  • Respect the quirks of other pet patients and their owners! Do NOT approach and DO NOT LET your pet approach other patients without asking prior permission (from the pet patient’s owner). Avoidable fear and stress factors must be minimised as they affect the treatment outcome adversely – please be considerate!
 
Thank you,
Dr Susanna & Your Asia Paws Team