Clinic Policies

• To allow ample time for all patients and scheduled surgical procedures, we see all patients by appointment only.

• Emergency cases are unpredictable events and will be triaged to assess their urgency and determine the need to provide care for them prior to patients with previously scheduled appointments. For this reason, some delays in scheduled appointments are inevitable. All clients should understand that we make a sincere attempt to see each patient on time but sometimes cases take longer than anticipated and sometimes emergencies will take precedence. We appreciate your patience and understanding if your appointment is delayed, but we hope you realize that if you were the one with the emergency, your pet will be cared for first.

• When clients don’t show up for appointments and fail to call to cancel them, it means that another pet can’t be seen during that appointment time.  This interferes with our ability to provide veterinary care to pets in need. Clients arriving more than 10 minutes late for an appointment means that the clients that follow will be delayed at the start time for their appointments and this has a cumulative effect as the day proceeds.

• Any failure to cancel an appointment with at least 12 hours’ notice will be noted on the client’s account. Arriving more than 10 minutes late, without notifying the office, will also be noted.

• If a client cancels with less than 12 hours’ notice or fails to show up for an appointment on two separate occasions, we will require a deposit for all future appointments, to be pre-paid at the time the appointment is scheduled, equal to the price of a standard patient exam.  This deposit will be applied to the appointment if the client and patient show up. If they do not, it is non-refundable.

Missed general anesthetic or sedated procedures

• Since these procedures are generally for larger blocks of time, failing to show up for these appointments affects the clinic’s ability to see multiple patients. Failing to provide 24 hours’ notice for a general anesthetic or sedative procedure one time will require a deposit equal to 1/3 the total estimated cost of the procedure (minimum $200, maximum $500). This deposit will be applied to the procedure if the client and patient show up. If they do not, it is non-refundable.

• Payment is due at the time of service. We accept cash, check, Visa, MasterCard, Discover, American Express, and Care Credit.

• When using a credit card there is a 3% surcharge, applied by the CC company, which will be added to the transaction at the time of checkout. 

• When paying with cash, check, or debit there is NO additional surcharge fee.

• Due to Oregon laws, we are not allowed to prescribe, dispense, or sell prescription medication without a current doctor-patient relationship. Pets must have at least an annual physical examination to maintain this relationship.

• Due to FDA regulations, we are unable to take back any prescription or over-the-counter medications once they leave the building.

• Prescription refills: Any medication refills needed for your pet should be called in at least 24-48 hours prior to the planned pickup time. This policy ensures that the clinic has enough time to order and prepare the needed medications. In some cases, we may not have medication in stock and it may take several days to acquire and prepare the medication.