Animal Hospital Policies
To allow ample time for all patients and scheduled surgical procedures, we operate primarily by appointment. Emergency cases shall always receive top priority, which is why occasional appointment delay is inevitable. Please realize that we make a sincere attempt to see each client on time.
We require full payment at the time that services are rendered. For your convenience, we accept Visa, MasterCard, Discover, American Express, Care Credit, cash and personal checks.
In the event of unexpected expenses, Care Credit is available. Care Credit is a flexible client payment program, specifically designed for healthcare expenses. This makes it easier for you to get the treatment or procedures needed for your pet’s care. When you use Care Credit to pay for your pet’s treatment you have 6 months to pay off the balance interest-free. To apply for a Care Credit card go here.
Cancelling less than 6 hours before (or 12 hours for a Saturday appointment) or not showing up to your appointment will result in a cancellation fee. This fee may vary and could be the full cost of your missed appointment. If you need to cancel or change your appointment, it’s easy to do so by calling us at (650)735-3733. Clients who miss or cancel appointments in this time frame may also be asked to leave a deposit to secure future appointments.
Patient Arrival Policy
For your protection, and that of others, all cats must be presented in an appropriate cat carrier or on a leash and harness while fully under your control. If you do not have a carrier you will be provided with a cardboard carrier at an additional cost. If your cat is loose in your car please call us for assistance in getting your cat safely into the hospital. Even though we make every effort to make our patients feel comfortable during visits, they may be a little uneasy about new people, new surroundings and other pets. This is one of the reasons we ask you to restrain your pet.
Occasionally the doctor will offer drop-off appointments. A 'drop-off' means you could bring your pet at the time that works best for you and leave them with us for a couple of hours. Usually we will ask you to drop-off sometime in the morning so our doctors can examine the patient in between appointments or at the time purposely reserved for admitted patients. Once the doctor is done, they will give you a call to go over the diagnosis and to give you discharge instructions.
For the safety of all animals in our care, we require that all vaccinations be up to date.
We also ask that you please arrive 5 to 10 minutes prior to your scheduled appointment time in order for us to get any paperwork processed and your appointment started on time. If you are unable to make your scheduled appointment time please call us prior to missing the appointment. We will do our best to accommodate you in our schedule if you are running late or are happy to reschedule you if needed as well.