Financial Policy

In order to maintain our high standard of service, full payment is required at the time services are rendered. We provide estimated for all surgeries and veterinarian exams. We accept VISA, MasterCard, American Express, Discover and cash. We also offer CareCredit and ScratchPay as payment plan options.

Appointment Cancellation Policy

We require at least 24 hours’ notice to cancel or reschedule all regular appointments with a veterinarian. Appointments cancelled or rescheduled with less than 24 hours’ notice, or missed entirely, will be subject to a missed appointment fee equal to the cost of the scheduled exam. To reschedule after a missed or late-cancelled appointment, the missed appointment fee must be paid, along with a non-refundable deposit at the time of scheduling. This non-refundable deposit will be applied towards the cost of the exam. Payment can be made via text-to-pay link, over the phone or in person.

Late Policy

If you will be 10 minutes or more late to your appointment, it will need to be reschedule and a non-refundable deposit will be required. This deposit will go towards the cost of your rescheduled exam. If your pet is unwell, we may be able to accommodate a drop-off appointment for an additional fee. Note that drop-off appointments are subject to availability and are not guaranteed. Payment can be made via text-to-pay link, over the phone or in person.

Surgery Cancellation Policy

If less than 24 hours’ notice is given to cancel or reschedule your surgery, the non-refundable surgery deposit will be forfeit.

Multiple Pet Appointment

When scheduling appointments for more than one pet, a non-refundable deposit equal to the exam fee is required for each additional pet at the time of booking. Appointments will be confirmed only after all deposits are received, which can be paid via text-to-pay link, over the phone or in-person.

Written Script Policy

You may request a written prescription at your appointment. This is a legal document and will be held for up to two weeks for pickup after you are notified that it is ready. Please store the prescription safely and provide it directly to the pharmacy of your choice. This helps ensure accuracy of your pets’ medications.

Note that we do not sign authorization forms from external pharmacies. We provide a legally compliant written prescription that any certified licensed pharmacy can fill.

In accordance with state law a valid Veterinarian Client Patient Relationship (VCPR) must exist for all prescription medications. This means that the patient must have been recently examined by a veterinarian. Certain medications may require current lab work and other diagnostic tests.

We are not responsible for the supply chain or quality control of medications purchased through external pharmacies. As a result, most manufacturer guarantees and rebates may not apply. We are also not liable for shipping delays or errors from outside vendors.

Thank you for entrusting us with your pet’s care!

The East Lake Animal Clinic Team