Reservation & Appointments

Please note that we are not a walk-in pet wellness clinic!

Please refer to our FAQ tab – Booking – Can I bring my pet & walk-in?

​Cancellations

Please refer to our FAQ tab – Booking – What if I need to cancel my appointment

Refunds

If you miss your appointment, we’ll offer you another slot if available, but we’re not obligated to find one that suits you. Missing your appointment may result in forfeiture.

In the unfortunate event of your pet passing away:

• If it happens before the Evaluation/First Visit/ Consultation or first follow-up treatment, you’ll receive a full refund on the 15th of the following month.
• If your pet has undergone follow-up treatments before passing away, you’ll get a refund for the remaining sessions minus a 20% administration fee on the 15th of the following month.
• Alternatively, any remaining package sessions can be transferred to another pet who had an Evaluation/First Visit/ Consultation with Dr. Susanna in the last 12 months.

For Anaesthesia-Free Dental Work appoinments, please be advised that AsiaPaws will not be able to issue refunds in cases where dogs are unable to undergo dental care performed by Mr. Alex Soh, or in instances of no-show or other reasons provided by the pet owner. We kindly request pawrents to ensure that their dogs are comfortable receiving anesthesia-free dental care services before booking a slot. Thank you for your understanding and cooperation.

Professional Relationship Rules

The treatment and healing of your pet is a two way street, on the “2-pawed” side.

Termination of professional relationship:

If patient parents (clients) and Dr Susanna / AsiaPaws Team have a fundamentally different approach to

• how to treat each other respectfully
• trust each other
• or if a client is unable or unwilling to follow through an agreed treatment course (which is essentially a “promise” from each party to do what’s agreed to help your pet based on the a preliminary discussion of treatments)

we (AsiaPaws (M) Sdn Bhd) reserve the right to terminate our professional relationship with a client. This enables a pet parent to find a more suitable healing partner and allows us to focus on clients and their pets who “vibe with us”.

Thank you for taking note.

Pet Patient Photo & Video Policy

We love capturing moments of your pet’s treatment and welcome you to do the same, as it highlights the benefits of natural treatments and medicines while fostering transparency.

Photos and videos will be taken in a manner that respects the privacy and dignity of our pet patient. This includes avoiding capturing images that may be deemed distressing or embarrassing.

Photos and videos will be taken in a manner that does not compromise the safety or well-being of the pet patient. This includes ensuring that the flash from cameras or phones does not startle or distress the animal.