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Hospital Policies

 

Appointment Policy
Appointment “No Show” Policy
Appointment Cancellation Policy
Food Orders
International Travel Documentation Fee
Patient Arrival Policy
Payment Policy
Prescription Refills
Prescription Writing Fee
Rabies and Spay/Neuter Certificates
Surgery Policy

Appointment Policy

We ask that you arrive on time for your appointment. There may be forms that need completing prior to your appointment. If you are going to be late for your appointment please call the clinic and inform us so we can properly manage patient flow.

All appointments will be seen in the following order; Emergencies, Scheduled Appointments and then Walk-ins. Patients are triaged upon arrival at the clinic. Due to the urgent needs of some emergencies, your scheduled appointment and/or surgery may be delayed or rescheduled.

Appointment “No Show” Policy

After two(2) “no-shows” for your scheduled appointment or surgery, we will require a deposit of $100 prior to booking your next appointment. Further “no-shows” may result in our inability to provide care and services for your pet.

Appointment Cancellation Policy

We ask that clients provide us with at least 48 hours notice when canceling an appointment. Inappropriate notice of appointment cancellation may result in a $100 cancellation fee being charged. Recurrent cancellations with inappropriate notice may result in our inability to provide care and services for your pet.

Food Orders

We do our best to keep pet food items in stock however, some specialty diets may be considered “special order” as they are ordered directly from the manufacturer.  Please allow our team a lead time of one week minimum (i.e. 7 days prior to running out of your current supply) to ensure the food can be provided. A food order placed with us in the clinic can take 24-48 hours to receive. Shipment of food to the clinic is not available on the weekend. Furthermore, food can be out of stock or on back order by the vendor and supplier taking days or weeks to arrive. The clinic is not responsible if clients run out of food and are in need of it as soon as possible. To avoid delays in having your pets’ food always on hand, we recommend placing an order through our online store which can be shipped directly to your home. Try auto shipment for more savings! This ensures you never run out of your pet’s special diet. 

International Travel Documentation Fee

We reserve the right to charge a fee to complete documentation required by you for your pet to travel internationally. The destination country specific forms must be provided by you to us for completion. We will not be held responsible for completing incorrect forms. It is the client’s responsibility to know the forms required for their travel destination.

Patient Arrival Policy

For the protection of our patients and their owners, all dogs must be on a leash and properly controlled while in the parking lots, waiting area or exam rooms. All cats must be presented in an appropriate cat carrier.

If your pet is showing any of the following symptoms; coughing, sneezing, vomiting, diarrhea, fever or any other signs of a possible infectious disease, please keep your pet in your vehicle. Upon arrival at the clinic, please inform our team that you are here. We will quickly escort you and your pet to an examination room in order to prevent the waiting area from becoming contaminated and/or interaction with other patients causing possible transmission of an infectious disease.

Payment Policy

We accept payment by cash, VISA, MasterCard or Debit Card at the time of service. We do not accept payment plans or other methods of delayed payment. A deposit may be required for surgery, hospitalizations and intensive care treatments. We encourage our clients to consider pet health insurance to lessen the financial burden of veterinary services. Trupanion provides a variety of pet health insurance plans to suit your needs.

Prescription Refills

Please allow our team a lead time of one week minimum (i.e. 7 days prior to running out of your current supply) to ensure the refill can be provided. A prescription refill request can take 24-48 hours to complete or longer if the medication is a special order. The clinic is not responsible if clients run out of medication and are in need of it as soon as possible. Medication can be out of stock, on back order or take time to compound. The veterinary pharmacy needs lead time to ensure stock is available.

Please note we do not refund returned dispensed medication. We will accept expired and unused medication for proper disposal, but once dispensed we will not refund for that product. Once distributed that drug is passed to the owner for delivery to their pet. We as a clinic cannot redistribute unused or expired drugs, even those in their original packaging, because the chain of custody and the integrity of the drugs cannot be ensured. Thank you for your understanding.

Prescription Writing Fee Policy

If a prescription is requested to be filled at a pharmacy, we reserve the right to charge a Prescription Writing Fee. This fee is charged in respect of the time taken to review your pet’s chart and to prepare the prescription.

Rabies and Spay/Neuter Certificates

We reserve the right to charge a replacement fee for lost or misplaced rabies certificates and spay/neuter certificates.

Surgery Policy

All surgeries require payment at the time of service. A minimum 50% deposit is required upon admission to the hospital. Estimates that are provided are an approximate calculation of the cost of services and procedures. The final invoiced price may differ from this approximation. During hospitalization additional treatments may be necessary based upon physical exam, test results, and urgent care scenarios. Our veterinary doctors will do their best to contact you regarding unexpected treatments and related charges.

Clarkson Village Animal Hospital does not perform medically unnecessary veterinary elective and non-therapeutic surgeries.

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Last updated: August 30, 2021

Dear Clients,

With recent changes to restrictions on businesses, we are pleased to advise that we are deemed an essential service and operating under Covid-19 Policy.

1. WE CAN NOW SEE ALL CASES BY APPOINTMENT ONLY

This includes vaccines, wellness exams, blood work, heartworm testing, spays and neuters, dental services, and more!

2. SAFETY MEASURES TO KEEP EVERYONE SAFE

3. ONLINE STORE AND HOME DELIVERY

Use our online store and have your food and pet essentials delivered directly to your home. To place an order through our online store, visit our website and click on "Online Store".

4. ONLINE CONSULTATIONS ARE AVAILABLE

If you wish to connect with a veterinarian via message, phone or video, visit our website and follow the "Online Consultation" link.

5. OPERATING HOURS

Open 24 hours a day, 7 days a week.

IMPORTANT NOTICE - OVERNIGHT CLOSURES
We will be closing overnight care for September 2021. Our operating hours for the month of September will be 7:00am - 8:00pm.

NEW PET OWNERS

Have you welcomed a new furry family member to your home? We’d love to meet them! Visit our Must Know New Pet Owner Information page for useful resources and helpful recommendations for new pet owners.

Thank you for your patience and understanding and we look forward to seeing you and your furry family members again!

- Your dedicated team at Clarkson Village Animal Hospital