General
• If I feel that another professional such as a Veterinary Behaviourist is better suited to your case (especially if there is a concurrent medical issue or other species of animal involved) I will recommend accordingly with you and your cat’s best interests in mind.
• Sometimes a behavioural problem can be due or partly due to illness and/or injury. To ensure your cat is in good physical health, a general health check with your preferred veterinarian is required either within the last 12 months after the behaviour concerns started or within the last 6 months before our work can commence.
• Cats are individual creatures with a myriad of factors influencing their behaviour including genetics and prior learning, as such, I cannot make any guarantees about the outcome of our work together. In my experience owner compliance, willingness to understand another species needs, and patience are the biggest contributors to the success in addressing any behaviour concern.
• Once a booking is made, please complete the provided behaviour intake form(s) at least an hour in advance of your appointment. You will be asked to have your cat's vet history provided for me to review. In some cases I may ask you to send a brief layout of your home and videos of problem behaviours beforehand, this can be done via email.
• For virtual appointments please ensure your internet connection is stable, your camera and microphone are working and that you have somewhere quiet and comfy to sit when our appointment takes place. It pays to make sure no deliveries or repairpersons are scheduled during our allotted time to minimize interruptions and to make the most of our time together.
• All correspondence (consultation aside) is to be made via email or Whatapp; I do not take phone calls regarding individual cases, purely for record purposes.
• For the best behavioural outcome I ask that you commit to following the advice provided to you as much as practically possible and communicating with me so we can review what is and isn't working for your cat, every cat and their situation is unique after all.
Invoicing and Payment
• Payment is made via an invoice sent directly to your email via Xero. Payment methods include bank transfer and credit card (may have a processing fee). Unless otherwise discussed beforehand full payment is to be made within seven days. If payment is not made within seven days without contact a $10 admin fee will apply each week until the invoice is paid in full.
Cancellation and Rescheduling
I understand that you may need to change an appointment or cancel it for various reasons (been there). Being a service-based business, it’s important for my clients to understand and respect my need for adequate notice. I appreciate your understanding of our policy for short-notice reschedules, cancellations, and no-shows.
• I have a 24-hour cancellation/rescheduling policy for all of our appointments. You must notify me at least 24 hours prior to your appointment time and date to avoid any fees via email.
• Reschedules or cancellations that happen less than 24 hours from your scheduled date and time will be charged the full amount of the appointment. There are no exceptions to this policy.
• No-shows will also be charged 100% of the total appointment service cost.
