Hospital Policy

We are an emergency clinic and operate on a triage basis. Our technicians/nurses are trained, highly skilled, and experienced in assessing a patient’s condition quickly. This ensures that the most critical cases are examined and treated first.

A patient’s need for emergency care is based upon 5 classifications

Upon arrival to our clinic a technician/nurse will assess your pet and place them in one of the following categories:

Resuscitation – Patient demands immediate attention where any delay in care would be detrimental
Emergent – Patient ideally requires medical evaluation within 15 minutes.
Urgent – Patient requires clinician evaluation within 30 minutes, but without immediate compromise to vital functions.
Less urgent – Patient requires clinician evaluation in the ER, but a delay in care would not be a critical factor.
Non urgent – Patient does not require immediate emergency care, but needs professional attention.

Payment Policy

We require full payment at the time that services are rendered.

We are not supported by government grants or subsidies of any kind. In order to provide the highest quality emergency care our patients and their owners deserve, we must charge fees in accordance with the services rendered.

For your convenience, we accept all credit cards, cash, ScratchPay, and Care Credit.

Get the care you need today, and pay for treatment costs overtime with a payment plan.

Benefits of a payment plan:

Split treatment costs into smaller monthly payments
Not a credit card
No deferred interest or membership fees

Monday – Friday
8 am – 6 pm
Saturday & Sunday
Closed

Emergency Care 24/7/365

Emergency Clinic

Patient Arrival Policy

A patient’s need for emergency care is based upon 5 classifications.
Upon arrival to our clinic a technician/nurse will assess your pet and place them in one of the following categories:

Resuscitation – Patient demands immediate attention where any delay in care would be detrimental
Emergent – Patient ideally requires medical evaluation within 15 minutes.
Urgent – Patient requires clinician evaluation within 30 minutes, but without immediate compromise to vital functions.
Less urgent – Patient requires clinician evaluation in the ER, but a delay in care would not be a critical factor.
Non urgent – Patient does not require immediate emergency care, but needs professional attention.

RETURN / REFUND POLICY

Medical Services & Procedures

Consultations & Exams: Completed veterinary exams, diagnostics, and surgical procedures are strictly non-refundable because time, expertise, and medical resources were expended.
Dissatisfaction: Fees remain final even if a pet does not respond to treatment as hoped, or if an owner dislikes an outcome, provided the standard of care was met.
Deposits: Deposits for exams, diagnostics, procedures, treatments, and prescriptions are not refundable.

Medications & Pharmaceuticals

Prescription Drugs: Bylaw and pharmacy safety regulations, once prescription medications leave the clinic premises, they cannot be returned, restocked, or refunded. Clinics will accept unused drugs only for safe disposal.
Manufacturer Reactions: If a pet has a documented adverse medical reaction to a specific prescribed food or medication, some clinics may request a credit or refund from the vendor on a case-by-case basis.

Retail Products & Food

Unopened Items: Clean, unopened, and unexpired non-prescription items (like shampoos, toys, or leashes) in original packaging are eligible for a full refund or store credit within 30 days with an original receipt.
Pet Food: Unopened bags of dry food can often be returned within a short window (e.g., 7 to 10 days), and some brands/clinics allow returns on opened therapeutic or wet food if a pet medically refuses to eat it.