Asia Paws Clinic Policies

At AsiaPaws we are committed to clear, concise and fair policies.
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Treatment Reservations & Cancellation:

• Missed appointments that can not be replaced on the same day are charged in full.
• To cancel or reschedule your appointment with no charge, you have to contact clinic administration by email to admin@asiapaws.com or by message to 018.2734110 one business day in advance  on or before 5pm Mon - Friday except Public Holidays.  As an illustration, if you wish to cancel your Monday appointment, inform us on the Friday the week before, on or before 5pm. No charge will apply in this situation.
• Treatments begin and end on time as courtesy to the next patient.

 
Punctuality & Delayed Arrival:

• Try to arrive 5 to 10 minutes before your appointment to start treatments relaxed and in a positive manner. 
• Every scheduled follow up appointment has a 10 minute grace period to allow for traffic or other difficulties along your journey to the clinic.  First Visits have a grace period of 30 minutes. Arrival after this grace period forfeits the appointment.
• If you arrive more than 15 minutes late for your appointment, you may have lost your booked slot.  We will do our best to help you find a replacement for the slot on the same day to avoid cancellation. But we can't guarantee that this is always possible . 
• Please note that we don't refund missed appointments. 

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Pricing:

• You find all prices (for each service we provide) on the booking page. You can view all prices before making a booking.
• The professional fees reflect focused patient care and interactive time offered to each patient and pet owner. We don't accept pharmaceutical or pet food sponsors to stay objective. "You get what you see" with no hidden agenda behind any of our recommendations. 
• We have special rates for NGO (rescue) pets for their First Visits. PLease inquire with clinic admin by message to 018.2734110 or email to admin@asiapaws.com.  
• There is no charge for any number of sterile single-use acupuncture needles, nor for alcohol pads or other treatment equipment. Our prices do not include "surprise factors".
• Botanicals (Western and Chinese herbal medicines), supplements and natural medicines like homeopathic remedies and Bach Flower remedies are only sold on prescription to AsiaPaws patients. Product prices include the obligatory prescription fee.

 
Refunds and Credits:

• Botanicals, supplements and medicines sold in the clinic are not refundable, once they have left the clinic.
• Retail products with intact seal are refundable. 
• Package treatments past their expiration date are not refundable. 
• In the sad event of a patient's passing on, the clinic converts any remaining prepaid treatments into a credit for future treatments or purchases in/from the clinic.

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Payments & Appointment Bookings:

• In the clinic we can currently only accept cash (in Malaysian currency). If you wish to pay with a cheque please note that the payable amount has to be RM50 and above.  For cheque payments, the company, Asia Paws (M) Sdn. Bhd. absorbs all bank charges for banking in.
• All treatments at AsiaPaws have to be booked through the booking page at www.asiapaws.com. Our appointment booking system minimizes staffing costs and human errors and it provides a fair and convenient way to choose available time slots, at your convenience (the booking systems works 24/7, slots are bookable until 4 hours prior to the appointment time).
• Neither our staff nor the management can "break" the booking system. Only an (external) system administrator has access to modify, alter or reset the booking system and appointments. Every confirmed appointment booking s being "locked" into the system. Please always check for your automated confirmation email to be sure your booking is confirmed!
• Our booking system does NOT require you to have a PayPal account.  All credit or debit cards can be used to pay for a booking! If you have trouble with your card, please contact your bank to allow this online transaction. You may have to remind your bank more than once...

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 First Visits, lapsed Visits and Validity of Packages

• We request a First Visit Consultation for every pet new to the clinic and also for pets who's last visit was more than 12 months ago or who come back for an entirely different health issue. 
• Each package has a validity date, ranging between weeks to months (detailed information at the booking page). A package expiry date can only be adjusted when the booking code is created. Please talk to the nurse before or immediately after booking your package, if you request a change in your package validity.
• Your package expiry date is stated on your booking code email and WhatsApp message, that we send to you! 
• There is no refund for expired package treatments.

 
Confidentiality and Privacy:

• You as our client have the right to privacy and confidentiality. Our conversations remain confidential, as will your pet’s treatment records. Only if you, the patient's owner, request a transfer of your pet's treatment details to another vet/clinic will we release the requested information by email or print out.
• Both, client name and contact details, are confidential and will not be revealed to any third party.

 
Special Conditions of Disabled Pets or Clients (Owners):

• If hyperactivity or aggression in a pet prevent safe handling, Dr Susanna reserves the right to refuse acupuncture treatment without refunding the session. Dr Susanna will do her best to offer another suitable natural treatment, instead.

 
Tips for a Great Healing Journey:

• Please do your part to support our clinic's tranquil and kind atmosphere. This helps to keep pets and their "pawrents" calm. Silence your electronic devices in the reception area. If your pet is hyperactive, noisy or pet-aggressive, please use the outdoors seating area with the fan while waiting for your appointment.
• During treatment your pet is our priority. It should be your priority, too. Focus on your pet's treatment and send out calm and positive energy.
• To keep your cat, pet rodent (rabbit or guinea pig) safe, always use an escape-proof carrier. Keep your dog (any size!) on a leash or inside a carrier outside of your treatment room.
• We are respectful and polite with you and your pets. But courteous behavior is a two way street. How you approach Dr & Staff will set the tone of our conversations. For the sake of your pet, let's be courteous, polite and sincere. We reserve the right to refuse clients who are impolite, discourteous and disrespectful to any of the clinic's team members or our clients.
• Respect the quirks of other pet patients and their owners! Please do NOT approach and DO NOT LET your pet approach other patients without asking prior permission. Avoiding fear and minimizing stress factors is crucial as negative emotions affect the treatment outcome adversely – please be considerate!

 
Thank you,
Dr Susanna & AsiaPaws Management