Hospital Policies

Hospital Appointment Policies

We ask that you arrive 5-10 minutes before your scheduled appointment time so you may benefit from your full exam time. New client and patient records should be sent to us in advance to help our medical team prepare for your pet’s visit. Any applicable forms that have been sent to you for your appointment should be completed prior to arrival for your appointment.

a dog with a leash in their mouth wanting to go outside

Missed (“No-show”) Appointments

If you are unable to keep an appointment, please notify us by phone at least 24 hours in advance to reschedule so that we may help another patient in need. Missed appointments may require a nonrefundable deposit when rescheduling. When this appointment is kept, the fee will be applied to the invoice. If the appointment is not kept, the fee will be forfeited.

Surgery Missed (“No-show”) Appointments

Quality care of our patients is our priority and any missed appointments or surgeries can have a negative impact on the healthcare that we provide for our patients. It is because of this that we require any surgery that has been canceled or rescheduled with less than 48 hours’ business days’ notice to secure their rescheduled surgery date with a $200 deposit. The deposit will go toward the surgery invoice once performed. If the surgery is then canceled or rescheduled for a second time with less than 48 hours’ business days’ notice, your deposit will become non-refundable.


Payment is required when services are provided. Prepayment may be required in some instances and we will be sure to notify you if a situation of that nature arises. For your convenience, we accept cash, checks, and credit and debit cards. We offer financing options through CareCredit and ScratchPay. You may ask about the cost of your pet’s care any time.

Medical Records and Physical Exam Policy

The state of New York requires that we have performed a physical exam on your pet within the last 12 months for us to dispense medications, give medical advice, and provide certain services. We cannot provide these services if we have not seen your pet within the last 12 months.

You are entitled to a complete and thorough copy of your pet’s medical records at any time, including transferring them to a third party for adoption of new pets, housing verification, or scheduling of boarding, daycare, training, or veterinary specialist appointments. Medical records will be transferred by your request on the next business day. Record transfers may only be made by the listed agent(s) on the account.