Culture

 

By engaging our services, you are committing to act with respect towards all staff members at all times. We pride ourselves on having a great clinic culture with similar values shared between our staff and all our clients. We welcome clients who respect our professional opinions, advice and time but understand we are not always able to meet some clients' needs and expectations. We always encourage clients to seek a relationship with a vet they trust.

​

We are a small team and can't be everywhere at once. Please understand there are times we may be unable to attend or need to change a scheduled appointment on short notice due to emergencies, critical patients or other unforeseen circumstances. 

 

Please note we promote responsible horse ownership and breeding, and animal welfare is top priority to us. Mares and stallions booked in for breeding must be well-handled, with good temperaments and acceptable conformation. All horses should be presented in good health and body condition (including well maintained feet and teeth). We reserve the right to decline reproductive services if we feel it is unsafe or unethical to proceed. 

​

​

After hours / emergency services

​

After hours and same day emergency surcharges may apply. These services are not guaranteed to non-clients or past clients who have not used our routine services (such as general examinations, herd health checks, dentals, vaccinations etc) for over 12 months.

 

 

Payment

​

Payment is due at the time of services, we accept cash, credit card or direct deposit. 

For established clients, an account will be issued and must be paid in full within 14 days. For overdue accounts, a monthly book keeping fee of $10 will apply. Accounts over $1000 will incur a 2% surcharge per month. We reserve the right to pass on any unpaid accounts to our debt collection agency without notice and all costs, disbursements and commission fees incurred will be charged to the client. 

 

For assistance paying accounts (up to $2000) we offer Deferit (follow link for details and to apply for this credit facility). 

Under special circumstances, and with prior arrangement only, a payment plan may be negotiated for emergency treatments and surgeries. Please discuss this with us prior to engaging our services. 

Please inform us if your animal is insured, however your account must be settled with us without delay, and regardless of the insurance company's payment to you. 

​

We reserve the right to charge a no show or short notice cancellation fee of up to the cost of the consultation or procedure that have been cancelled. Please notify us at least 24 hours prior to your scheduled appointment or animal drop-off time if you wish to cancel or reschedule your appointment in order to avoid incurring this fee. 

 

​

​