Policies

Policies

Leashes/Carriers

  • All pets must be in a carrier or on a non-retractable leash. This allows us to keep your pet, other pets in the facility, and our staff safe. If you do not have a non-retractable leash, please ask the front desk for a slip lead. 

Payment and Fees

  • We accept cash, CareCredit, and all major credit cards. 
  • Full payment is required at the time of service.
  • If you have questions regarding charges, ask prior to treatments being rendered.
  • If your pet requires hospitalization, a deposit of 50% of the high end of the estimate will be required. The remaining balance will be due at the completion of services.

Late Policy and Cancellations

  • In order to keep on schedule and be respectful of everyone's time, we have implemented a late policy. If you are 10 minutes or more late to your scheduled appointment, there will be a $25 work-in fee or you can reschedule the appointment. If you know you are running behind for your scheduled appointment, please call and let the staff know. 
  • If you must cancel your appointment, we ask that you give at least 12 hours' notice.
  • If you miss 2 consecutive appointments or have frequent cancellations or scheduling changes, we will require a deposit of $50 prior to scheduling.

Records

  • If you are new to our facility, please make sure you are providing your records ahead of the visit to avoid delays. 
  • If you are bringing your previous records to your appointment please plan to arrive at least 10 minutes early so our staff has time to review the records prior. 

Prescription Refills

  • We ask that you give at least 24 hours notice on most prescription refills. 
  • If you have been told prior that a certain prescription is a special order, please allow at least 72 hours. 

Infectious/Parasitic Disease Control

  • Please help us maintain control of infectious and parasitic diseases on hospital grounds. 
  • Pick up your pet's stool with the provided bags and dispose of them in the wastebaskets. 
  • If your pet is coughing or has diarrhea or vomiting, please remain in your vehicle and call upon arrival. **If your pet is having difficulty breathing please notify staff immediately** 

Client Code of Conduct

  • We ask that you be respectful of our facility and our staff. This field comes with difficulties and demands a lot of our staff both physically and mentally. That being said, we ask that you show our staff the same respect they offer you. We have a zero-tolerance policy on mistreatment of our staff. Any prohibited behaviors will result in removal from the facility and immediate termination of services. 
  • Prohibited behaviors include:
  • Emotional, physical, or verbal abuse or assault
  • Harassment 
  • Threatening or violent behavior
  • Abusive or sexual language
  • Bullying
  • We understand situations involving your beloved pets can be stressful, but remember we are all here for the same reason - to make sure your pet is receiving the care they need.