Hospital Policies
Thank you for taking the time to review our hospital policies. These guidelines are designed to ensure the best possible care for your pets and ensure a respectful, supportive environment for everyone. If you have any questions or need further clarification, please don’t hesitate to contact our team.
Active Patient–Client Policy
In accordance with the Veterinarians Act (R.S.O. 1990, c. V.3), veterinary care — including the prescribing or dispensing of medications — requires an active Veterinary-Patient-Client Relationship (VPCR).
To maintain this relationship, your pet must be examined by one of our veterinarians at least once every 12 months.
Emergency Care Policy
While we are not a designated emergency facility, we reserve a limited number of same-day and urgent care appointments during regular business hours. These are offered on a first-come, first-served basis.
If we are fully booked, we will refer you to a trusted local emergency hospital for immediate care.
Fear-Free Environment Policy
We are committed to creating a calm, stress-reduced environment for every pet. Many of our staff are Fear Free Certified, and we use gentle handling methods to make visits as positive as possible — supporting both physical and emotional wellness.
Missed Appointment & Cancellation Policy
We kindly ask for 24 hours’ notice for cancellations or rescheduling. This allows us to offer the time slot to another patient in need.
Late cancellations or missed appointments will incur a $50 + tax fee.
After three no-shows or late cancellations, prepayment will be required for future bookings.
Prepayments become non-refundable within 24 hours of the scheduled appointment.
Late cancellations or missed appointments will incur a $50 + tax fee.
After three no-shows or late cancellations, prepayment will be required for future bookings.
Prepayments become non-refundable within 24 hours of the scheduled appointment.
Surgical Booking Deposit Policy
To secure a surgical appointment, a deposit is required at the time of booking. This deposit is applied toward the final balance on the day of the procedure.
- Standard procedures require 7 days’ notice to cancel or reschedule without forfeiting the deposit.
- Specialist surgeries require 14 days’ notice.
- Cancellations or changes within these timeframes result in the deposit being non-refundable.
Respectful Conduct Policy
We expect all interactions at our hospital to be rooted in mutual respect and professionalism.
- Any abuse, aggression, or inappropriate behaviour toward staff or others will not be tolerated.
- Our team is equally committed to treating all clients and pets with courtesy and care.
Third-Party & Online Pharmacy Policy
Clients may request written prescriptions to be filled at a pharmacy of their choice. However, acceptance of these prescriptions is at the discretion of the pharmacy.
Please note: online pharmacies are not regulated by the College of Veterinarians of Ontario and may pose risks. We encourage reviewing Health Canada’s guidelines before purchasing medications online.
A service fee applies for all written prescription requests.
Patient Arrival Policy
- On a secure leash or
- In a carrier
Payment Policy
We accept:
- Debit
- VISA
- Mastercard
- E-transfer
- Limited cash transactions
For clients seeking financial assistance, we offer third-party financing through Scratchpay or PetCard.
For surgical or dental procedures, we provide detailed treatment plans in advance and are happy to prepare preventive care estimates upon request.
Pet Insurance Policy
We are happy to assist clients who have pet insurance, regardless of provider.
However, it is the policyholder’s responsibility to contact their insurer for coverage details and claim updates, as we are unable to communicate directly with insurance companies.
Prescription Refill Policy
Refill requests may be submitted by phone or email. Please allow:
- 24 hours for standard refills
- 5 business days for compounded medications
Please note: medications not picked up within 30 days will be returned to inventory, and a restocking fee may apply.
