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, if you are more than 10 minutes late to your appointment, you will be asked to reschedule or you can pay the emergency fee and wait for the doctor's next availability. 
• 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.

Technician Appointments

• For the safety of our staff members, all pets must be up to date on their Rabies vaccination in order to schedule a technician appointment.
• If you do not wish to Rabies vaccinate your pet, then you will be required to schedule a doctor visit. 

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.