Thank you for taking the time to read our clinic policies.
We realize that veterinary care can be expensive! We offer a variety of payment options to help your pet get the care they need!
1. We accept debit cards, credit cards (Visa, Mastercard, Discover, American Express), and cash. All cards must be signed by the owner of the card. We do not accept checks.
2. We offer Care Credit, a health care credit card that breaks down your bill into monthly payments and helps to manage veterinary expenses. You can apply for Care Credit by visiting www.carecredit.com and clicking “apply” or by phone at 800-365-8295. We are happy to help you with the application process.
3. We offer Scratchpay. Scratchpay offers simple and affordable payment plans for veterinary bills. Checking your rate does not affect your credit, it only takes a couple of minutes, and can be done from your smartphone, tablet, or computer. Visit Scratchpay.com or text PAY to 213-296-0817. We are happy to help with the application process.
Insurance For Your Pets
Another popular option for your family and pet is insurance coverage. Insurance should always be obtained as early as possible before pre-existing conditions develop to obtain the best coverage.
We require 24-hour notice for any changes or cancellations to an office visit. If your pet’s appointment is missed or canceled with less than 24-hour notice, a no show/last minute cancellation fee in the amount of the appointment fee will be applied to your account
Procedures Policy (dentals, surgeries, ultrasounds, etc)
We are now requiring a booking fee of $160 to hold your pet’s procedure time. This will be applied towards your visit.
We require 48-hour notice for any changes or cancellations to a dental, surgical, or admit procedure. If your pet’s appointment is changed with less than 48-hour notice, this fee will not be refunded.
If you need to change the date of your pet’s appointment, please call us at 509-588-6970. We will not cancel or change reservations via email or text.
Please be aware that our hospital has a policy wherein if you are more than 10 minutes late for your scheduled appointment time, we may need to re-schedule.
While we certainly understand that delays may happen, we feel we have an obligation and responsibility to do our very best to service clients and patients who are here for their appointments on time.
We thank you in advance for abiding by these policies and helping us keep our clients, staff, and patients on schedule and safe!
Please understand that we have created this policy out of respect for those clients who are waiting to have their pets be seen.
Patient Arrival Policy
For your protection, and that of others, all dogs must be on a leash and properly controlled while in the waiting area or exam rooms. We recommend walking your dog before taking him/her in your car.
All cats must be presented in an appropriate cat carrier.
If your cat is afraid of your carrier, follow these instructions:
A few days before your scheduled visit (preferably 1 week), take your carrier out of storage and place it near your cat’s feeding area. Next, leave the carrier door open and put your cat’s favorite blanket and some toys in the carrier so it becomes a familiar part of your cat’s environment. After some time, place some of its favorite foods inside or on top of the carrier. Because the next stressful event for many cats is simply traveling in your car, which always means a visit to the vet clinic, minimize your cat’s fear by taking it for a couple of short rides before the day of your visit. Another helpful alternative would be applying products such as the Feliway spray to the carrier 30 minutes to an hour prior to your arrival. Feliway pheromones can help reduce the signs of stress your cat may be feeling while at the hospital.
Our goal is to serve you and your pet in every way possible. This includes ensuring your medical team provides the level of care that fits within your budget. It’s important that your financial commitment and responsibilities are made clear before treatment begins. In the case of an emergency, your pet will be stabilized before your medical options are presented.
Payment, in full, is required at the time services are rendered. Feel free to ask for an estimate of charges at any time. If your pet is admitted to the hospital, the veterinarian will ask you to leave a deposit of the lower end of the estimated treatment charges. Moreover, the veterinarian and nurse will provide a treatment plan and estimate for these hospitalized patients.
Changes to Contact Information
In order to provide you with the highest level of customer service, such as to receive important notifications regarding your pet’s health (i.e. care reminders), it is vital that you keep our team notified of changes to any of your contact information. This includes email address, mail address, and correct mobile numbers (i.e. text messages for appointment reminders). Please also make sure to provide us with alternate contact information, and that way guarantee the message will be delivered.