Appointment and No-Show Policy

Bank Street Animal Hospital is committed to providing all of our patients with exceptional care. Due to the high demand for appointments, when a client cancels without giving advance notice, they prevent another patient from being seen. To ensure fairness and availability, we have implemented the following policies for all surgical and medical appointments scheduled with our veterinarians.


  • Appointments must be cancelled at least 24 hours prior to the scheduled appointment time.
  • Cancellations with less than 24 hours’ notice will require pre-payment for future appointments.

Late Arrival:

  • If a pet parent arrives more than 10 minutes late to their appointment and cannot be seen by the veterinarian on the same day, the appointment will be rescheduled for a future date, subject to availability.
  • If this occurs more than once within a calendar year, future appointments will require pre-payment.


  • If a no-show occurs, the client will be required to pre-pay for any future appointments.

Surgery Deposit:

  • All surgical procedures require a deposit at the time of scheduling.
  • The deposit is refundable if the procedure is canceled with at least 5 business days’ notice.
  • If the procedure is canceled with less than 5 business days’ notice or a no-show occurs, the deposit will be non-refundable.

New Client Deposit:

  • Due to a high number of no-shows among new clients, a deposit will be required when scheduling the initial appointment.
  • The deposit will be applied to the cost of the appointment. However, if a no-show occurs or the appointment is cancelled with less than 24 hours’ notice, the deposit will be non-refundable.

We understand that extenuating circumstances may arise; please discuss any such situations with a member of our Client Service team for further assistance.

Thank you for your patience as we navigate this busy time, and we apologize for any inconvenience.