top of page

Practice Policies

Clear communication is the foundation of every healthy relationship. These policies are designed to set clear expectations so we can focus on what matters most—helping your animal feel and function better.

Appointments

Intake Forms: Once your appointment is confirmed, we’ll send you a series of forms that must be completed at least 24 hours before your appointment:

​​

To make the most of our time together, please have your animal ready at the scheduled time:

  • Dogs: Wear a soft or slip collar (no prongs, please).

  • Horses & Farm Animals: Should be dry and lightly groomed—mud and wet coats can interfere with assessment.

  • Someone familiar with the animal’s health history must be present.

​

Appointment Timing:

  • Large Animal initial appointments: ~45–60 minutes

  • Large Animal routine appointments: ~15–30 minutes

  • Small Animal initial appointments: ~15-30 minutes

  • Small Animal routine appointments: ~5–15 minutes

 

Appointment Delays & Urgent Cases

We do our best to stay on schedule, but this is a mobile service—things happen on the road, and some animals need a little extra time.

If we’re running late, you’ll receive a text with an updated ETA at least 15 minutes before your scheduled time.

Occasionally, urgent cases (like injuries or illness) may require same-day attention, which can shift the day’s schedule. If that ever affects your booking, we’ll do our best to see your animal the same day or within 24 hours—and we’ll offer the same flexibility if your animal ever needs priority care.

​​

​​

Cancellations & Changes

Things come up—just let us know as soon as you can:

  • No fee for changes made 48+ hours in advance

  • 50% of the fee for changes within 24–48 hours (travel not included)

  • Full fee for changes within 24 hours, including travel

Cards are securely stored in Jane and only charged if the policy applies.

​

Payment

Payment is due at the time of service.
Accepted: Cash, Credit Card, or e-Transfer
Receipts are issued through Jane.

​

Coordination of Care

We work closely with your animal’s care team to ensure safe, effective support.

  • Your case file will be updated within 48 hours and is available via your Jane portal. You’re welcome to share it with your animal’s healthcare providers.

  • If your animal is seen without you, please make sure the caregiver has all relevant information.

bottom of page