Policies

Our practice policies.
Please review before your visit.

Appointment No-Show Policy

A “no-show” is a client who misses an appointment without cancelling it. A failure to be present at the time of a scheduled appointment will be recorded in the client’s chart as a “no-show.”

First Offense In order to schedule your next appointment, you will be required to prepay the $75 no-show fee, which will then be put toward the future visit.

Second Offense There will be no refund of the $75 no-show fee.

Third & Final There will be no refund of the $75 no-show fee and you will be discharged from the practice.

We appreciate your patience, understanding, and support. We keep a cancellation list of patients that need to be seen, and any no-showed appointment takes valuable time away from a patient that needs time with a doctor. As we have always requested, if you are unable to make your appointment or are running late for any reason, please call and let us know as soon as you can.

Deposits

New Client

All new clients will be required to put down an exam deposit. This deposit must be paid before we will schedule an appointment and will go towards the balance for the first appointment.

This deposit is non-refundable if the appointment is no-showed. Please contact us if the appointment needs to be rescheduled or canceled.

Surgery

All surgeries will require a deposit. This deposit must be paid before we will schedule the surgery and will go toward the balance for the surgery.

This deposit is non-refundable if the appointment is no-showed. Please give us at least 24 hours’ notice if the appointment needs to be rescheduled or canceled.

Our phone lines do get very busy throughout the day. If you are unable to reach us, you can:

Code of Conduct

We are committed to creating a safe environment for our team members, clients, and patients. Maintaining a healthy and effective veterinary-client-pet relationship requires a commitment to respectful behaviors.

What You Can Expect From Us

We adhere to the Code of Ethics that describes the core values of veterinary care as trustworthiness, professionalism, competence, compassion, transparency, and respect.

  • We will treat you professionally, and with kindness, compassion, honesty, and respect.

  • We will provide our services free from discrimination.
  • We will do our best to relieve a pet’s suffering and treat illness while minimizing a pet’s pain and fear.
  • We will work collaboratively with you in the best interests of your pet.

  • We will respect and safeguard your personal information and your privacy.

What We Expect From You

  • You will treat our team members professionally, and with kindness, compassion, honesty, and respect
  • Verbiage used toward and about team members will be respectful.
  • You will refrain from posting comments on social media or rating websites that are intended to harass, bully, or defame any of our team members.

  • You will refrain from stating or insinuating that our team members do not care about your pet or that we value financial gain over your pet’s health.

  • You will pay in full for services when they are rendered.

Behaviors and Actions That Are Never Tolerated

Engaging in any of the following behaviours may result in you being asked to leave our property, and/or involvement of law enforcement, and/or discontinuation of our relationship with you and your pet(s):

  • Yelling or screaming at a team member or another client.
  • Verbal abuse, profanity, bullying, harassment, threats (physical or verbal), or intimidation directed against a team member or another client.
  • Harming a pet in any way (verbally or physically) while on our premises.
  • Discrimination against a team member or another client.
  • Being under the influence of drugs or alcohol while on our premises.