Payment Policy

You Are Here: Home » Payment Policy

Thank you for choosing Gentle Oak Veterinary Clinic for your pet’s care. To ensure a smooth and hassle-free experience, please review our Payment Policy below:

  1. Invoice Verification:
    • Before making a payment, carefully review your invoice to ensure that all items and quantities are accurate.
    • Changes to the invoice will not be accepted after payment has been made.
    • By making the payment, you acknowledge that you have reviewed the invoice and verified that the correct items and quantities have been billed.
  2. Payment Issues:
    • If you encounter any issues with your invoice or payment, please don’t hesitate to contact us at 6250-8001 or email us at We are here to assist you promptly.
  3. Returns and Refunds:
    • Our Returns and Refund Policy applies to veterinary products and pet food, as outlined below:
      • Veterinary Products:
        • Prescription and non-prescription products cannot be returned.
        • Refunds may be issued only for incorrect or damaged prescription products.
        • If you encounter any issues with your veterinary product order, please contact us at 6250-8001 or email us at for assistance.
      • Prescription Diets:
        • If you are not completely satisfied with your purchase of a prescription diet due to quality, consistency, or palatability, please contact us at 6250-8001 or email us at within 14 days of purchase to facilitate a refund.
  4. Pre-payment Fee and Deposits:
    • Appointment Pre-payment Fee:
      • To address the issue of no-shows and last-minute cancellations, Gentle Oak Veterinary Clinic has implemented an appointment pre-payment fee.
      • Clients who have missed or cancelled appointments with less than 24 hours notice more than once will be required to pay a pre-payment fee to confirm future appointments.
      • The pre-payment fee must be made within 48 hours of booking the appointment to secure the slot.
      • This fee will be applied to the appointment’s final cost upon checkout and is subject to our No-Show and Cancellation Policies.
    • Deposits for Surgeries and Anaesthetic Procedures:
      • A deposit is required when scheduling surgeries or anaesthetic procedures.
      • This deposit will be applied to the procedure’s cost upon checkout.
      • After the procedure, any excess deposit may be refunded or kept as credit, based on the client’s preference.
      • All deposits are subject to our No-Show and Cancellation Policies.
  5. Refunds Processing:
    • Refunds for deposits and returned items are typically processed within 24 hours.
    • It may take 5 to 7 business days for the refunded amount to be credited back to your credit card account, depending on your card-issuing financial institution.
    • If you have any questions regarding a refund, please feel free to contact us at 6250-8001 or email us at

We appreciate your understanding and cooperation with our Payment and Refund Policies, which are designed to provide the best possible care for your pets.

If you have any further questions or concerns, please do not hesitate to reach out to us. Thank you for entrusting us with your pet’s well-being.