Practice Policies

We’re committed to providing exceptional care in a respectful, Fear Free environment. These policies help us serve you and your pets safely and efficiently.

To protect this environment, we maintain a zero tolerance policy for abusive, threatening, or disrespectful behavior toward our team. We believe kindness and collaboration are essential to the wellbeing of every pet—and every person—under our care.

 

🕒 Appointments & Arrival

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All pets must be leashed or in carriers.

To ensure prompt care for all patients, appointments will be cancelled and deposits forfeited if arrival is more than 10 minutes late. We recommend arriving 10 minutes early to avoid delays. If you’re running late, please call our office.

Walk-In Wednesdays are first-come, first-served; wait times may vary.

If your pet requires pre-visit medication, please ensure you have enough and administer it as directed. If your pet arrives unmedicated when required, we will need to reschedule and the deposit will be forfeited.

 

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🏡 House Calls

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To schedule a house call, please contact us by phone or email. Once we have your information, your pet’s details, and medical history, we’ll provide an estimate and follow up to review it with you.

For pets who struggle with travel, we offer home visits using gentle handling and low-stress techniques—especially helpful for anxious pets.

 

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💳 Deposits & Payments

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We accept cash, credit cards, checks, CareCredit and ScratchPay.

A deposit is required for all appointments and surgical procedures. Payment must be made through the link we send within 15 minutes to secure your appointment. If payment isn’t received in time, the appointment will be cancelled automatically.

If you’re unable to pay within the timeframe, let us know. If the slot is still available, we’ll send a new link; otherwise, we’ll help you find another time. You may also pay in person at the hospital.

Surgical procedure deposits are 50% of the low end of the provided estimate. Full payment is due at the time of service. We accept cash, credit cards, checks, CareCredit, and ScratchPay.

 

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🐾 Drop-Off Policy

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Drop-offs must arrive by 8:45 AM. Late arrivals will require rescheduling and the original deposit will be forfeited.

We’ll contact you once your pet’s exam or procedure is complete, or when they’re in recovery.

 

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💊 Medication Refills

Please allow 24–48 hours for refill requests. 

 

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🧸 Fear Free Accommodations

We have two separate entrances to ease any stress on you and your beloved pets. An entrance for exotics and cats, then a separate entrance for dogs.

Let us know in advance if your pet has anxiety or special handling needs.

Please reach out to us for more information if you think pre-visit medication would be beneficial in managing your pet’s anxiety/stress for appointments. Eligible pets must have a pre-existing relationship with the clinic and must have been seen by us within a year.

 

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🐶 Behavior & Safety

Aggressive pets may require sedation or referral to a behaviorist. For everyone’s safety, we reserve the right to refuse service. Other options can/will be discussed on a case-by-case basis.

 

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🌈 End-of-Life Care

Euthanasia appointments are scheduled with privacy and compassion.

​We offer in-hospital euthanasia services exclusively for established patients, ensuring informed support based on a trusted relationship and complete medical history.

We also offer in-home Quality of Life services for both established and non-established patients.