Appointment Cancellation Policy

If you are unable to keep a scheduled appointment for your pet, we ask that you please call, text, or email us as soon as possible - at least 24 hours in advance. By doing so, we will be able to see another pet who needs medical care.

No Show Policy

A “no show” is when someone misses their scheduled appointment without canceling it 24 hours in advance or more. No shows result in us not being able to provide medical care to another pet in need.

A failure to be present at the time of a scheduled appointment is recorded in our appointment schedule, as well as the pet’s record, as a “no show.” The first time there is a “no show,” we reach out by phone or text to reschedule the appointment. If there is a second “no show,” a fee of $77.50 will need to be paid in advance of scheduling another appointment. It can be used towards the third appointment – but is considered NON-REFUNDABLE if that appointment is not kept or canceled within 24 hours of the appointment time. If the next visit results in a 3rd “no show,” the prepayment of $77.50 will be kept as well as possible denial of further care.

Late Cancellations

Late cancellations (less than 24 hours prior to scheduled appointment) will be considered a “no show”.

This policy has been established in order to provide the highest level of veterinary care to all of our patients. By providing us notice of cancellation, we will be able to accommodate other patients who need care with the appointment.

We do understand that emergencies arise and that it may not be possible to give such a notice. Exceptions to the No-Show/Late Cancellation Policy will be determined by our hospital management team on a case-by-case basis.

Payment

Payment is expected in full when services are rendered. We make every effort to make sure fees are fair and reasonable, and would be glad to provide you with a printed estimate of charges before services are rendered if you wish.

For your convenience, we accept Mastercard, Visa, Discover Card, American Express, personal checks with proper identification, and cash. We also accept Care Credit, a personal line of credit usable for payment of your pet’s medical bills. We do not accept third-party or held checks.

A growing number of our clients have pet insurance for their pet’s medical needs. It slightly differs from our medical insurance, as payment is rendered at the time of services, and then you are paid back a certain portion by your pet’s insurance provider. If you are interested in learning more about or applying for pet insurance, click here.

Outside Pharmacy Policy

Effective August 10, 2025

We will no longer process prescription approval requests from outside pharmacies.

If you prefer to use an outside pharmacy, we're happy to help!

Upon request, we can provide a written prescription at the time of your visit or for pick up at our clinic.*

Why the change?

This policy is being introduced to ensure the best possible care for your pets. By adopting this new policy, we're reducing the administrative burden on our clinic staff, allowing them more time to focus on you and your pets.

Thank you for your understanding and trust. If you have any questions or need assistance, our team is here to help.