By booking an exam with us, you agree to abide by these policies:

CANCELLATION POLICY

As a small, private business, we work on razor thin margins, and as such, we cannot afford to have no-shows or last minute cancellations, which is why we require an appointment reservation fee for each appointment.

The reservation fee is the full cost for the exam itself, which is applied to your account and covers the cost of the exam. We also require a reservation fee for all surgeries, which are applied toward the cost of the procedure. We require a minimum of 24 business hours notice for a guaranteed full refund for an exam, and 48 hours for surgery.

Any exceptions are on a case-by-case basis.

PAYMENT POLICY

Along with the appointment reservation fee paid up-front when booking, all additional payments are due at the time of service. WE ARE UNABLE TO OFFER PAYMENT PLANS.
We accept all major credit cards, plus Care Credit, but DO NOT accept checks or cash.
Please be sure to discuss any concerns regarding payment with our staff PRIOR TO your visit.
We will always give you a detailed estimate for treatment before we proceed.

CARRIER POLICY

All animals brought into our clinic are required to be in a secure, intact, carrier. The animal cannot be able to escape the carrier, and nothing else should be able to get in except for a staff member. (We don’t want a predator-prey encounter)
This is to ensure the safety of your pet, the other pets in the clinic, and our staff.

Please visit our Carrier Guidelines page for additional info!

DECORUM AND BEHAVIOR POLICY

We understand that when your pet is sick, it can be scary and stressful. This does not justify taking your fears or frustrations out on our team. Our staff members care deeply about their job and want to help every animal that we can. This is not an easy job, and comes with an emotional toll for us as well.

If you shout, swear, cuss at, threaten, or attempt to emotionally blackmail ANY of our staff members, they are fully within their rights to end the discussion and call you out on your behavior.

We have fired clients in the past who have crossed the line, and those people are no longer welcome at our clinic. It usually takes a lot for us to fire someone. All we ask is to please treat our team with basic human respect, and we will do the same for you.
If not for us, for the sake of your pet.

DROP-OFF POLICY

All full exams, major rechecks, and emergencies are performed on a drop-off basis. Owners are welcome to wait in our lobby for brief services such as suture removals, nail trims, vaccine boosters, etc. The reception staff will advise you if brief services will take longer than 20-30 minutes due to unforeseen circumstances such as a critical emergency requiring “all hands on deck.”

Please make sure you answer your phone or respond to a text when we reach out to you. A delay in reaching you means a delay in your pet being seen or receiving treatment. If we cannot reach you in a timely manner, we will move on to the next patient until we are able to speak with you.
Due to an appointment running long, or an emergency, wait times can vary. We understand that your time is valuable. We have clients who come to us from out of state, and do our best to accommodate everyone’s needs. PLEASE COMMUNICATE TIME-SENSITIVE NEEDS AT THE TIME OF DROP-OFF.
You are NOT required to stay on site while your pet is here. We will be in contact with you over the phone at several points during your pet’s visit, and will inform you when your pet is ready to be picked up. We generally recommend that all pets not staying the night be picked up by 5:30-5:45 pm unless otherwise advised.

We appreciate your understanding, and welcome any feedback and suggestions for other ways in which we can improve and provide the best possible service!