GENERAL PAYMENT POLICIES
We require payment in full on the day that services and products are provided. We require a card on file (or a cash retainer) for all clients. We accept Visa, Mastercard, Discover, American Express, debit cards, personal checks, cash, and Care Credit. Deposits, such as those paid to reserve a procedure or exam appointment, are applied directly toward the fee for actual services. Additional fees for products and services provided are due at the time of the visit.
FEE FOR MISSED APPOINTMENTS
Appointment times are valuable to clients, patients, and staff. Please let us know as soon as you realize that you are not able to make your scheduled appointment. If we do not receive sufficient notice* for cancellation or rescheduling of an appointment, we will charge a fee equal to the cost of the missed exam or service.
*Sufficient notice for appointments with the doctors or techs means 24 working hours from the appointment start time (i.e. for Monday appointments we need to hear from you the Friday before). Procedures require 48 working hours’ notice. Arrival 10 or more minutes after any visit start time will result in cancellation without refund and/or a missed appointment fee.
If you prefer to pay ahead in installments rather than all at once (such as for a big procedure), we will save a credit card securely and charge previously-arranged amounts at regular intervals automatically leading up to the day of the procedure. The low end of the estimated cost of treatment must be met prior to the provision of services, with the balance to be satisfied on the day of the treatment.
If you require a written estimate before care is given to your pet, we can email an estimate in advance, or we ask that you arrive 10-15 minutes prior to the stated appointment start time so that staff can review anticipated costs with you.
If you have concerns about your invoice after payment is complete, please notify us as soon as you realize, and no more than 24 hours after the visit.
Federal law prohibits returns and refunds of prescriptions. In some cases, factory-sealed (unopened) products may be eligible for return within 30 days of purchase. Unsealed, opened, partially used, or otherwise ineligible products may not be returned for refund, but some may be donated for use by patients in need. Special orders (products not regularly stocked at the clinic) are not refundable even when unopened.
CODE OF CONDUCT
We offer a variety of bundled treatment packages for convenience, cost savings, cohesive care, and elevated service. Prepaid packages for laser therapy, acupuncture, and spinal manipulation do not expire, but may only be refunded or credited toward other costs within one year of purchase. Puppy packages and other specialized treatment packages must be used within 18 months of purchase. Elite Pet enhancements are valid for one year from purchase.
If you fail to uphold any signed agreements with Big Valley Vet, including but not limited to our Code of Conduct, this document, and any other Services agreements, your payments for prepaid services may be forfeit in part or in full. This determination will be made solely by Big Valley Vet, based upon the level of disruption to our business and other factors.