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Appointment & cancellation policy

How requests, deposits, cancellations and payment work for home, farm and stable visits.

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  1. 1Requests and confirmation

    Requests made by phone, WhatsApp or through this website are not confirmed until Dr. Colleta has spoken with you and agreed a time. You’ll receive confirmation by WhatsApp, SMS or email.

  2. 2Deposits

    A deposit may be requested to confirm farm and home visits. It is paid by M-Pesa and deducted from your final bill.

    • We’ll tell you the deposit amount when we confirm your visit
    • Your visit is secured once the deposit is received

  3. 3Cancelling or rescheduling

    Please give at least 24 hours’ notice if you need to cancel or move a visit, so the time can be offered to another client.

    • 24 hours’ notice or more: your deposit is refunded or carried over to a new date
    • Less notice: the deposit may be kept to cover travel and time already set aside
    • If we need to reschedule, we’ll tell you as early as possible and your deposit carries over

  4. 4Late arrival and missed visits

    If no one is available when we arrive, or the animals are not confined and ready, we’ll wait up to 20 minutes. After that, the visit may be treated as missed.

  5. 5Payment

    Payment is due at the end of the visit by M-Pesa or cash. Farms and organisations on a programme can ask about invoicing. Travel charges for visits outside Nairobi, Kiambu and Kajiado are agreed before booking.