Policies

Appointment Policy

We see patients by appointment only and we allow ample time for each appointment. Although we try our best to see each patient on time, delays are inevitable. Your patience during these times is appreciated. If your pet has an urgent problem, please call to schedule a sick-pet or drop-off appointment early in the day. This will enable us to prepare for your pet's arrival and will give us sufficient time to evaluate and treat your pet before our business day ends.

Payment Policy

All fees must be paid in full at the time of services. We accept Visa, MasterCard, American Express and Discover. We do not accept checks from new clients however we do accept checks from established clients. We also accept cash.

New Client Policy

All new clients are required to pay the exam fee for each new patient scheduled, in full, at the time of booking in order to secure the appointment slot. On the day of the appointment, the exam fee will already have been taken into account and WILL NOT be charged again. Client will then only be responsible for services incurred and products purchased during that visit.

Cancellation Policy

Due to the time-consuming nature of the services we provide, it is imperative that our doctors be able to devote undivided attention to each patient during their appointments. We make every effort to keep our practice running on time, and to avoid asking our clients to wait. If there is a delay on our part, you will never be short changed in the exam room. We respect your time and we ask that you respect our time. Many offices double or triple book their doctors in order to remain efficient despite scheduling issues. We believe that such practices diminish the quality of services provided. Therefore, the number of patients we can book in any day is limited. It is with regret that we have had to establish the following policies regarding cancellations and missed appointments:

1. We require at least ONE BUSINESS DAY* notice to reschedule or cancel an appointment (drop off or regular) or grooming. If an appointment is cancelled with less than the ONE BUSINESS DAY* notice, or if you fail to show, you may be charged for that appointment. Cancellation notice may be left on our answering machine if you call after hours.
2. We require at least TWO BUSINESS DAYS* notice to reschedule or cancel a surgery or sedation/anesthesia appointment. If a surgery or sedation/anesthesia appointment is cancelled with less than the TWO BUSINESS DAYS* notice, or if you fail to show, you may be charged for that appointment. Cancellation notice may be left on our answering machine if you call after hours.
3. If you no call/no show or cancel with very short notice, a credit or debit card number will be required to hold future appointments.
4. If you no call/no show or cancel with very short notice a second time, you will be required to prepay the exam fee before you are able to reschedule again. If you no call/no show or cancel with very short notice for this prepaid appointment, you forfeit the prepaid exam fee and it will NOT be refunded.
5. Late arrivals may incur a fee and may result in the appointment time being shortened based on our other scheduling commitments.

As a courtesy to our clients and in an effort to reduce the number of cancellations and missed appointments, we send reminder texts and emails as well as personalized reminder calls for appointments as well as reminders to remove food the day prior to appointments for surgeries or sedation/anesthesia exams and grooming appointments.

*Our office is closed on Wednesdays, Sundays and alternating Saturdays and this should be considered when cancelling and attempting to avoid a penalty.