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Practice Policies

 

Clear, kind boundaries help us focus on what matters most: helping your animal move and feel better. These policies are here so everyone knows what to expect.

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After You Book

Once your initial appointment is booked, our team will reach out to:

  • Confirm your appointment details

  • Answer any questions you may have

  • Update your animal’s file

If anything changes on our end, we will contact you using the phone number or email you’ve provided.

 

In‑Clinic Appointments

Animals are not machines. Every visit depends on your animal’s size, temperament, and individual needs.

  • Most initial appointments take 15–20 minutes

  • Most regular appointments take 5–15 minutes

Please:

  • Arrive on time for your appointment

  • Expect a short wait while we finish caring for the animal before yours

  • Know that we will always give your animal the same unhurried attention

 

​Cancellations & Rescheduling (Clinic)

  • More than 6 hours’ notice: No fee

  • Less than 6 hours’ notice (same‑day cancellation or change): You may be charged 50% of the scheduled visit fee

  • No‑show (no contact): You may be charged 100% of the scheduled visit fee

To cancel or reschedule, please text 613‑451‑3569.

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Mobile Appointments 

Mobile days involve travel, traffic, weather, multiple stops, and, at times, temperamental patients.

  • We aim to provide an approximate one‑hour arrival window at least one week before your appointment

  • On the day of your appointment, we do our best to arrive within one hour before or after your scheduled time

  • If our timing changes significantly, we will text the phone number on file with an updated ETA

Please have your horse caught, reasonably clean and dry, and ready to be seen during your arrival window.​​

 

Cancellations & Rescheduling (Mobile)

Because route days are difficult to refill on short notice:

  • More than 48 hours’ notice: No fee

  • Less than 48 hours’ notice: You may be charged the full visit fee for your scheduled stop

  • No‑show (no contact): You may be charged the full visit fee plus the travel fee

If late cancellations or no‑shows occur repeatedly, we may require a deposit or full prepayment to reserve future mobile appointments.

To cancel or reschedule, please text 613‑451‑3569.

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Reports & Coordination of Care

Following each visit:

  • Your animal’s written report will be emailed to you within 72 hours

  • You are welcome to share this report with your veterinarian and any other members of your animal’s healthcare team

  • We are happy to discuss questions or next steps during your appointment or through appropriate follow‑up

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Payment

  • Payment is due at the time of service

  • We accept: Cash, Credit Card, and e‑Transfer

  • Receipts are emailed through our practice management system

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