- Can I bring my pet & walk-in?
Please note that we are not a walk-in pet wellness clinic!
We require that everyone makes an appointment to see Dr. Susanna. No worries, it’s very simple. Just go to our “Services” tab & make a booking.
As soon as your booking is confirmed, your pet will have a file with us. This allows Dr. Susanna to prepare for your pet’s visit.
If you have an emergency with your pet, we are urge you to see your nearest conventional vet clinic to help your pet.
- What if I don’t receive a booking confirmation?
Your confirmation email is essential for securing your appointment with AsiaPaws.
If you haven’t received it, please check your inbox or spam folder.
If you still can’t find it, don’t hesitate to reach out to us via text messages/WhatsApp at +60182734110 (KL) or +60182600599 (Penang), or email at [email protected]. Our friendly admin team is here to assist you during business hours.
- What if I need to cancel my appointment?
To cancel your appointment, simply log in to your appointment panel and follow the steps outlined in our guide: “Booking Cancellation.”
Kindly be aware that cancellations made less than 12 hours before your scheduled appointment will result in full charges for the missed session. We appreciate your understanding.
- What if I need to change my appointment slot?
To change your appointment time, kindly ensure you reschedule at least 12 hours prior to your originally booked appointment.
Log in to your appointment panel and follow the instructions in our “Booking Rescheduling” guide.
Failure to reschedule in a timely manner may result in the loss of your treatment slot. Thank you for taking note!
- What if I am late for my appointment?
For Evaluation/First Visit/Consultation & Follow Up appointments, there’s a 10-minute grace period to accommodate unexpected delays like traffic. If you anticipate being later than 10 minutes, please notify us via message (WhatsApp, SMS) at KL: +60182734110 / Penang: +60182600599.
After the grace period (10 minutes into your appointment), if no same-day alternative slot is available despite our efforts, your treatment session may be forfeited. Please note, we cannot guarantee another slot. Thank you for your understanding!
- Can I get a refund if I do not make it for my appointment?
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 10th 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 10% administration fee on the 10th 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.