Policies

All Pets Must Be Controlled At All times

We have many furry patients coming and going during the day. For the safety of everyone, regardless of how well behaved you believe your pet to be, all dogs must be on a leash with a properly tightened collar/harness or in a carrier and all cats must be in a carrier when they come to see us - no exceptions. If you do not have a carrier or leash, please ask the front desk and we can loan you one.

If you know your pet has aggression or behaviour issues, please let us know in advance so that we can make arrangements to reduce the likelihood of an incident occurring.

Billing and Payment Plan Policy

We accept the following payment types:

Visa
Mastercard
Debit/Interac
E-transfers
Cash

Payment for all goods and services rendered are due upon receipt, no exceptions. We do not offer a payment plan but will refer you to Pet Card as a financing option.

We are not able to keep balances on account for future use, therefore refunds will be issued back via the payment type that was used for the original transaction. E-transfer refunds will be refunded via Interac.

Confirmations/Cancellations of Appointments

Once you have booked an appointment with us, you will receive an e-mail confirming the date and time of your appointment. If you need to change or cancel this appointment please give us as much notice as possible to allow us to help someone else.

Two days prior to your appointment, you will receive a phone call to confirm you are still able to come. If you do not make it for your appointment or cancel with less than 24 hours notice a cancellation fee of $75 will be applied to your account and is due upon receipt.

Pre-booked Preventative appointments for the following year are made at the time of your pet's current Preventative exam. For these appointments you will receive an email 2 weeks prior to the pre-booked appointment with the proposed date and time. If this appointment needs to be changed or you do not wish to keep it please let us know as soon as possible to allow us to get another pet in. Two business days prior to the pre-booked appointment you will receive a phone call to confirm you are able to come. If we do not receive confirmation from you (by phone or email) by the end of that day the scheduled appointment will be cancelled, to allow us to help another pet.

Spay and Neuter Bookings Prior to 4 Years of Age

When booking your pet in with us for their Spay/Neuter Procedure, we will go over the options available to you for this appointment (pre-anesthetic bloodwork, microchipping, and updating vaccines). You can let us know which of these, if any, you would like to have performed on the day of surgery. Bloodwork before a surgery is always recommended and can be performed the same day for your convenience. Should you prefer it performed in advance, we can arrange for that too.

The week before your pet's scheduled Spay/Neuter Procedure, you will receive an e-mail containing an estimate to sign and two Anesthetic risk forms to be reviewed. Then two days prior to the Spay/Neuter Procedure, we will call you to confirm you are still able to come and review fasting/drop-off instructions with you.

If you do not make it for your Surgery drop-off or cancel with less than 24 hours notice, a minimum cancellation fee of $100 or 15% of the quoted estimate, which ever is greater, will be applied to your account and is due upon receipt.

Other Surgical Procedures

When booking a surgical or dental procedure with us, we will also book a mandatory pre-anesthetic blood work appointment one week minimum prior to the scheduled procedure. This allows us to review the bloodwork results and inform you if there were any abnormalities that could require delaying the procedure.

The week before your pet's scheduled procedure, you will receive an e-mail containing an estimate to sign and two Anesthetic risk forms to be reviewed. Then two days prior to the procedure, we will call you to confirm you are still able to come and go over fasting/drop-off instructions with you.

Food and Product Returns

All food and retail sale returns are subject to approval by Ardrossan Veterinary Clinic. If accepted, food and retail items must be returned unopened and in original condition within one month of purchase. Food returns must be greater than 6 months from the expiration date. We are not able to keep balances on account for future use, therefore refunds will be issued back via the payment type that was used for the original transaction. E-transfer refunds will be refunded via Interac.

All medications and supplements are final sale and nonrefundable.