Client Resources
Client Policies
Helping Us Provide the Best Care for Your Pets
We aim to create a respectful, efficient, and compassionate environment for everyone — pets, clients, and team members alike.
-
Regular check-ups are essential for your pet’s long-term health. Even if your pet seems perfectly healthy, annual wellness exams can help catch potential issues early, making them easier to treat—or even prevent altogether. These routine visits provide peace of mind and ensure your pet continues to thrive year after year.
-
To keep everyone safe and comfortable:
- Dogs must be on a leash and under control at all times.
- Cats and small pets must arrive in a secure carrier.
If you need help getting your pet inside, just give us a call from your vehicle — we’re happy to assist!
-
Please allow 24–48 hours for prescription refills and written prescription requests.
This allows our veterinary team time to review your pet’s file and ensure appropriate care.By law, we cannot prescribe or refill medications for pets we haven’t seen recently.
-
Payment is due at the time services are provided. We accept:
- Debit
- Visa / Mastercard
- Cash
We do not accept cheques or e-transfers, and we do not offer in-house payment plans.
See our Payment Options page for more information.
-
We are committed to open, honest, and compassionate communication with our clients. In return, we ask for respectful interactions with all staff members. Aggressive, abusive, or threatening behavior will not be tolerated.
-
You are always welcome to request a copy of your pet’s medical records. We’re also happy to forward them to another veterinary clinic upon request.
Payment Options
Flexible & Transparent Care
We believe that every pet deserves access to high-quality veterinary care. We aim to make payments as straightforward and stress-free as possible, so you can focus on what matters most — your pet’s health.
-
We accept the following forms of payment:
- Debit
- Visa / Mastercard
- Cash
Payment is due in full at the time services are rendered.
We do not accept e-transfers or cheques, and we do not offer in-house payment plans. -
Pet insurance can be a great way to help manage the costs of unexpected illness, accidents, or even preventive care, depending on your provider. We are happy to work with all major Canadian pet insurance companies.
Here’s how it works:
- You pay us directly for services rendered.
- Then you submit your invoice to your insurance provider for reimbursement.
Popular providers include:
- Trupanion
- Petsecure
- Pets Plus Us
- OVMA Pet Insurance
Not sure which plan is right for you? We’re happy to offer guidance based on your pet’s needs.
-
We’re committed to being upfront and transparent with costs. We’re always happy to provide an estimate before performing any procedures or treatments.
If you have budget considerations, let us know — we’ll walk through all your options and help you prioritize your pet’s care based on their needs and your comfort.
General Concerns / Questions
What to Expect on Surgery Day
We understand that surgery day can feel a little stressful—for both you and your pet. That’s why our team is here to guide you through the entire process. From pre-surgical instructions to post-op care, we’ll make sure you know exactly what to expect. Your pet will be monitored closely before, during, and after their procedure to ensure their comfort and safety every step of the way.
-
The Night Before
- No food after 8:00 p.m.: Please remove food the night before surgery. Water is okay overnight unless instructed otherwise.
- No breakfast in the morning: An empty stomach helps reduce the risk of complications with anesthesia.
- Let us know about medications: If your pet is on any regular medications, call us ahead of time to ask if they should be given the morning of surgery.
Morning Drop-Off
- Drop-off time: Usually between 8:00–8:30 a.m. We’ll confirm the exact time when you book the procedure.
- Paperwork and questions: We’ll review your pet’s procedure, answer any final questions, and go over the consent form.
- Pre-surgical bloodwork: While not mandatory, we highly recommend bloodwork to check for underlying conditions that could affect anesthesia.
- Comfort and monitoring: Your pet will be kept comfortable in a quiet space and closely monitored from the moment they arrive.
During the Procedure
- Safety first: Your pet will be under the care of our experienced veterinary team, with constant monitoring of vital signs (heart rate, oxygen, blood pressure, etc.).
- Pain control: We use a combination of pain medications before, during, and after surgery to keep your pet as comfortable as possible.
- Local anesthetic (if applicable): For certain procedures, we may use a local block in addition to sedation or general anesthesia for better pain control.
Recovery & Going Home
- Waking up: Your pet will be kept warm and monitored as they recover from anesthesia. Most pets are drowsy but comfortable when they go home.
- Pick-up time: We’ll contact you once your pet is ready to go home, usually later in the afternoon.
- Home care instructions: We’ll go over everything you need to know — including medications, food/water instructions, activity restrictions, and what to watch for.
Aftercare & Support
- We’re here for you: If you have any questions or concerns once your pet is home, don’t hesitate to call us. We’re happy to help.
- Recheck appointment: For some procedures, a quick follow-up is recommended to make sure your pet is healing well.
-
What Is a Microchip?
A microchip is a tiny implant — about the size of a grain of rice — that’s placed just under your pet’s skin, usually between the shoulder blades. Each chip contains a unique identification number that is linked to your contact information in a national database.
It is not a GPS tracker, but it can be scanned by any vet clinic or animal shelter to identify your pet and contact you right away.
Why Should I Microchip My Pet?
- Permanent ID – Collars and tags can fall off or get lost. A microchip is with your pet for life.
- Quick Reunions – Pets with microchips are far more likely to be returned home if lost.
- Peace of Mind – If your pet ever slips out the door, you’ll know you’ve taken steps to help them get home safely.
Is It Painful or Risky?
Not at all! Microchipping is a quick and simple procedure, similar to a routine vaccine. Most pets barely notice it.
We can microchip your pet during a regular appointment, or while they’re under anesthesia for another procedure like a spay, neuter, or dental — just ask!
Don’t Forget to Register
After your pet is microchipped, it’s important to register your contact information with the microchip company. We’ll help walk you through that process to ensure your pet is protected.
Also, make sure to update your info if you move or change phone numbers.
-
Every pet and procedure is different, and we choose the safest and most effective approach based on your pet’s needs. Here’s how each option works:
Sedation
Sedation involves giving medications to help your pet relax, reduce anxiety, and become sleepy or lightly unconscious. Your pet typically continues to breathe on their own. Sedation is commonly used for:
- Minor procedures (e.g., ear flushes, nail trims for anxious pets)
- X-rays that require stillness but not full anesthesia
- Handling procedures for very nervous or reactive pets
Sedation wears off relatively quickly, and your pet is usually back to their normal self soon after the visit.
General Anesthesia
General anesthesia is a deeper, controlled state of unconsciousness. Your pet is completely asleep and unaware of their surroundings. We use this for:
- Surgeries (spays, neuters, lump removals, etc.)
- Dental cleanings and extractions
- Any procedure that may be uncomfortable or requires complete stillness
An endotracheal tube is placed to help your pet breathe safely, and we monitor their heart rate, oxygen levels, blood pressure, and more throughout the procedure.
Local Anesthetic
Local anesthetics numb a specific area of the body and are often used in combination with sedation or general anesthesia to keep your pet even more comfortable. They’re ideal for:
- Small lump removals
- Dental extractions (to block mouth pain)
- Wound repairs or minor skin procedures
These medications prevent pain in a focused area, allowing for quicker recoveries and better post-procedure comfort.
-
Lumps can appear on pets for many reasons, ranging from benign fatty deposits to more serious conditions, including tumors or cysts. It’s important to note that not all lumps are cause for alarm, but it is always a good idea to have them evaluated by a veterinarian to ensure the health and well-being of your pet.
What Should You Do If You Find a Lump or Bump?
If you notice a lump or bump on your pet, it’s essential to have it assessed by a professional as soon as possible. While many lumps are non-cancerous and pose no immediate threat, some could be signs of a more serious issue. The sooner we can evaluate the lump, the sooner we can determine the best course of action.
The Importance of Fine Needle Aspiration (FNA)
One of the most valuable tools we use in assessing lumps and bumps is Fine Needle Aspiration (FNA). This quick and minimally invasive procedure involves using a small needle to collect a sample of the cells from the lump. The sample is then examined under a microscope to determine its nature—whether it’s benign or something that requires further attention.
An FNA helps us differentiate between:
- Benign Lumps: These lumps, like fatty tumors (lipomas), are often harmless and may not require any treatment, though we may continue to monitor them.
- Cancerous Lumps: Some lumps can be malignant, and early detection is key to ensuring the best possible outcome. If cancer is suspected, we will discuss the next steps with you, which may include surgical removal or further diagnostic testing.
What Happens After the FNA?
Once the FNA results are back, we will review the findings with you and determine the best course of action:
- If the lump is benign and not causing any discomfort: We may simply monitor it over time to ensure it doesn’t change or become problematic.
- If the lump requires surgical intervention: In cases where the lump is cancerous or bothersome, we may recommend removing it surgically or exploring other treatment options.
Why Early Detection Matters
The key to treating lumps and bumps effectively is early detection. By identifying the nature of the lump sooner rather than later, we can ensure that your pet receives the appropriate care—whether that’s monitoring, a simple procedure, or more advanced treatments. Our goal is to make sure your pet stays healthy, happy, and comfortable.
If you notice any lumps or bumps on your pet, don’t hesitate to reach out to us for a thorough evaluation. We’re here to help guide you through the process and provide the best care for your pet’s individual needs.