Cancellation and deposit policies

Over the last couple of years, there has been an increase of demand for veterinary care in our community. Our goal has been and will continue to be to provide individualized veterinary care in a timely manner. No-shows, late arrivals and cancellations can make it difficult for us to see all the pets that need medical care on a daily basis. Due to this, we have implemented a new Cancellation Policy and Deposit Policy due to the overwhelming number of these events.   

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”.  If two appointments are no-showed, a deposit equivalent to the cost of the exam is required before we are able to schedule any future appointments. This is a nonrefundable deposit, so if an appointment is missed without notice, another deposit will be necessary for the next appointment

Late Appointment: This includes arriving 10 minutes after your scheduled appointment. If you arrive late to your appointment the receptionist will see if we are still able to see your pet that day, change it to a drop off appointment or if we are going to need to reschedule the appointment. If we are not able to see your pet at the appointment time, we will ask you to reschedule your appointment. Be mindful that our appointments are scheduled right after one another and because of this, the doctor may not have time to give your pet the full exam and care it needs before the next appointment arrives.

The first time there is a “no-show” or late cancellation there will be no charge to the client. A 2nd occurrence will result in you being charged the cost of an exam before being able to schedule future appointments (if this occurs, the office call fee will be deducted from your total as long as you keep that appointment, otherwise it is non-refundable if you “no-show” your appointment).

Surgery Appointment No Show Policy: If you are needing to cancel your pet’s anesthetic/surgical procedure, we ask that you cancel/reschedule your appointment within 24 hours’ notice of your appointment time (example-if you are scheduled to be here between 7:30am-8:00am you would need to let us know before 12:00 pm the day before). A surgery “no-show” is a client who missed a surgery appointment without providing a 24-hour notice of cancellation. The first time this occurs we will call to offer to reschedule the appointment. A 2nd occurrence will result in a non-refundable deposit of $100 fee before being able to schedule future anesthetic/surgical procedures. If this occurs, the missed appointment fee will be deducted from your total as long as you keep that appointment, otherwise it is non-refundable if you “no-show” your appointment. If there is a 3rd occurrence, we will take a deposit that is equal to 50% of the estimate that is provided for the procedure.

Multi-Pet Appointment Policy: For appointments where there are multiple pets from the family, we do require a deposit of the exam fee for each pet at the time of scheduling the appointment. This is a non-refundable deposit; however, it does cover the exams when you come in for the appointment, meaning you will not be double charged. An appointment is considered a multi-pet appointment if you are bringing 3 or more pets at a time for their appointments.