Sunderland Animal Hospital Policies

Appointment Policy

To allow ample time for all patients and scheduled surgical procedures, we operate primarily by appointment. Emergency cases shall always receive top priority, which is why occasional appointment delay is inevitable. Please realize that we make a sincere attempt to see each client on time.

Cancellation & No-Show Policy

If you are unable to keep an appointment, please call us at least 24 hours in advance to reschedule or cancel so we may help another patient needing treatment. Our veterinary-client-patient relationship is based on mutual trust and respect. To keep appointments on time, we provide multiple text and email reminders for all clients.

Cancellation Policy:

If you need to cancel an appointment or procedure, please notify us at least 24 hours in advance. If you contact us after business hours, you may leave a voicemail. Refunds or account credits for prepaid appointment or procedure reservation fees are available when cancellations are made more than 24 hours before the scheduled time. Prepaid fees are non-refundable for cancellations made in less than 24 hours. Providing early notice helps us offer timely care to another patient.

No-Show Policy:

A no-show is a client who misses an appointment without cancelling it. Missed appointments will require prepayment of the exam fee when rescheduling. When this prepaid appointment is kept, the fee will be applied to the invoice. If the prepaid appointment is not kept, the fee is non-refundable. If you miss three appointments, we will terminate our veterinary-client-patient relationship.

We appreciate the opportunity to care for your pet and share these expectations upfront so we can best serve all clients and patients with timely care.

Payment Policy

We require full payment at the time that services are rendered. For your convenience, we accept Visa, MasterCard, Discover, Care Credit, American Express, cash and personal checks.

Patient Arrival Policy

For your protection, and that of others, all dogs must be on a leash and properly controlled while in the waiting area or exam rooms. All cats must be presented in an appropriate cat carrier or on a leash.