Our Cancellation Policy

We are a specialised referral practice and as such, we have to manage our time carefully in order to be able to service all of our patients with the highest degree of professionalism. When you make an appointment with us, we reserve resources for you. This means that our equipment and Team members are allocated to your treatment and are not available to serve anyone else. Thus, when you cancel your appointment without adequate notice, these resources potentially stand idle. Not only is this to our detriment but it also denies patients on our waiting list the opportunity to receive the treatment they need.

Notice of cancellation is always your responsibility. It is our custom to send a reminder of your appointment. Reminders are just that, and should not be considered to be a sanctioned opportunity to cancel. Should our call to you fall outside the 24 hour notice period, and should you choose to cancel your appointment at that time, you will still be liable for the cancellation fee.

Tentative appointments must be confirmed at least 48 working hours in advance. Confirmation of tentative bookings is always your responsibility. If you have communicated to our Team that your appointment needs to be confirmed, and you do not contact us within 48 hours of the original email or telephone call to confirm the tentative date and time, that appointment will be allocated to a patient on our waiting list.

The 24 hour notice period relates to Animal Health and Hydro office hours only. Our business is open from 8am to 5pm, Monday to Friday, excluding Public Holidays. If your appointment is scheduled on a Monday, we will need notice on or before the preceding Friday. If your appointment is scheduled on a working day after a Public Holiday, we will need notice on or before the working day before the public holiday.

If you cancel on the day of your appointment or outside of the 24 hour period described above, you will either be charged our cancellation fee, or will forgo the related pre-paid session.

Please note: our admin Team members are not authorised to negotiate any waiver of this policy. If you feel your situation deserves special consideration, you may send an email to drtanya@ahah.co.za with the details and your request.

As always, we would like to express appreciation to all of our clients who have adhered to this policy in the past, and who will continue to do so in the future. For all of you who never miss a session, who give proper notice, and who are happy to pay our cancellation fee: Thank you! Your support allows us to constantly improve the level of professionalism with which we can serve your companions.