Appointments
Booking an appointment is recommended. If you have an urgent concern, we offer Same Day Urgent Care appointments available throughout the day.
For your convenience, if we do not have appointment times available, we do have ‘drop-off’ appointments available. A ‘drop off’ means you bring your pet and leave him/her with us for a couple of hours so our doctors can examine the patient in between appointments. Once the doctor is done, they will give you a call to go over the diagnosis and to give you discharge instructions. You must call before dropping your pet off for an appointment.
We make every effort to make our patients feel comfortable during visits. To this end, we require that all dogs are placed on a short leash and all cats are placed in pet carriers before entering the hospital. Our client care team will lend you a leash or a carrier for the duration of your visit if you arrive without one.
While we are committed to seeing each client on time, delays can happen, and we apologize for the impact this has on our clients and their pets. Some delays may be created by emergency cases, as these will always receive a higher priority.
Cancellations
Because we are a bustling clinic and often have to book in advance, we require a 24-hour notice for all exam cancellations and a 48-hour notice for all surgery and dental cancellations. This allows us enough time to fill the spot left vacant by your cancellation, which helps us provide timely care for the pets in our community.
If you fail to notify us of a cancellation more than twice, we will require prepayment of the cost of an exam before booking your next appointment. Online booking will also be suspended for your account. This amount will be credited towards your next invoice; however, if you fail to cancel a prepaid visit, we will not issue a refund of the prepayment.
For surgeries, you will be required to prepay the cost of the pre-surgical exam after one no show, or cancellation under 48 hours.
Prescriptions Fees
There are additional fees charged to all prescriptions issued from our clinic. These fees, which are in line with the provincial fee guidelines for our industry, help cover the entire team’s time and effort to complete prescription requests. A surprising amount of work goes into preparing a prescription, even if we aren’t filling it here. These fees allow us to ensure that our staff are compensated for their time and effort. If you like, you can request multiple refills (up to one year’s worth) when you make your request. This will result in fewer fees, but please note that the veterinarians will use their discretion when issuing refills.
Payment
Full payment is due at the time that services are rendered. We do not extend any credit. For your convenience, we accept Visa, MasterCard, Debit or Cash.
We encourage clients to choose Pet Health Insurance offered by Trupanion, Pets Plus Us, and Pet Secure.
Click here to get more information comparing and contrasting various pet insurance plans.