We endeavour to run on time but due to the sensitive and unique nature of our work, we can be delayed in appointments and between appointments. We ask that you please allow a 60 minute arrival window for booking times. If you have any questions or concerns please don’t hesitate to reach out to us.

You will receive a consent form via email, which is required to be completed prior to the scheduled appointment.

You should receive a text message when the vet is on their way to your appointment. Sometimes, our vets are so focused on getting to your appointment that they may overlook sending you their ETA. We ask that you please contact us if you have any concerns, have not heard from your attending vet or if you require a more specific ETA.

If you cancel your appointment more than 4 hours in advance, you will receive a full refund.

If you cancel your appointment less than 4 hours  in advance, you will receive a partial refund. Fees retained ($99 ) are to cover the vet’s time and any losses incurred where this appointment could have been provided to someone else.

If your pet passes away prior to your appointment or prior to the vet’s arrival we ask that you please contact as us as soon as possible. We understand how distressing this can be and we want to help guide you through this.

You will receive a partial refund for the Gentle Home Pet Euthanasia Service if your pet passes away prior to our arrival, but we ask that you please let us know as soon as possible so we can notify the attending vet.

If you have ordered a Cremation Package we can arrange for the transfer of your pet and  cremation arrangements. An Aftercare Transfer fee applies.

In the event that we are not able to attend your pre-paid appointment then a full refund will be issued.

Bank transfer is the preferred method of payment and there are no additional bank fees.

Payment with credit card is also an option however there are processing fees (1.7%) that apply for this payment method.

Cash payment at the time of the appointment may be accepted with prior approval, however we advise paying in advance so that we may focus only on you and your pet during the appointment.

We offer Zip Pay and Vet Pay as payment options as well.
Zip Pay-minimum monthly repayments are required. A monthly account fee of $9.95 applies and is subject to change. Pay your closing balance in full by the due date each month and they’ll waive the fee. Available to approved applicants only and subject to completion of satisfactory credit assessment. Other charges may be payable. Fees and charges subject to change. T&Cs apply. Credit provided by ZipMoney Payments Pty Ltd (ABN 58 164 440 993), Australian Credit Licence Number 441878.