Hospital Policies

We appreciate you taking the time to review this information. If you have any questions or concerns about our policies, please let us know as we strive to be as transparent and inclusive as possible.

Accessibility Policy: We are committed to ensure that our practice and procedures are consistent in providing customer service to everyone. Our team will happily assist any of our clients with accessibility needs. Our facility is wheelchair accessible (including our washroom).

Active Client/Patient Policy: We are required by law to have an active “Veterinary-Patient-Client Relationship” (VPCR) in order the provide care, prescription food and medication and recommendations for a pet. An annual health exam by one of our veterinarians is required to maintain this relationship and to allow us to dispense prescription medication. 

Appointment Policy: We operate on an appointment basis, to allow for ample time for each patient to be cared for. You can book an appointment online or through our myVCA app. We schedule each appointment type based on the time required, so we ask that you let us know all of your concerns ahead of time so that we can schedule you accordingly and see each client on time.

Emergency Policy: During our hours of operation, we do our best to accommodate same day and urgent appointments, but we are not an emergency hospital. If we are fully booked and unable to accommodate your pet, we may refer you to Vancouver Animal Emergency and Referral Center or Canada West Veterinary Specialists.

Missed Appointment and Cancellation Policy: We require 24 hours’ notice to cancel an appointment or procedure. Missed bookings or cancellations with insufficient notice are subject to fees: $50 for appointments, and $100 for surgeries. This allows adequate time to offer your spot to pets in need of care from our waitlist. If you have cancelled with insufficient notice or missed your appointment twice, we will require pre-payment prior to scheduling your next appointment which will be non-refundable within 24hrs of the booking.

Mutual Respect Policy: Our clinic has a zero-tolerance policy for offensive, rude or belligerent behaviour from clients towards any members of our staff will not be tolerated. Those that choose not to respect our boundaries or make our staff feel unsafe will be escorted out of our clinic and will have their pet’s care transferred to another veterinary hospital of their choice. We appreciate your kindness, compassion and support as our staff strive to do the best they can to care for you and your pet. In return, you can expect the same fair treatment and level of care and empathy from our team.

Online Pharmacy Policy: Online pharmacies are not licensed to dispense veterinary medications in British Columbia, so our veterinarians are legally not allowed to advocate the use of their services. These pharmacies do not follow the rules and regulations for quality control enforced by our governing authority (CVBC) and if the medication does not work, or if your pet has an adverse reaction, there are little means of recourse. You can request a written prescription for medication and a fee may apply.

Patient Arrival Policy: We require all dogs and cats to be either on a leash or in a carrier, for their safety. If you do not have a leash or carrier upon arrival, we are happy to provide one for your visit. If you are going to be 5-10 minutes late for your scheduled appointment time, please call or text the clinic to let us know. If you will be more than 10 minutes late for your appointment, you may be asked to reschedule or convert to a drop off appointment.

Prescription Refill Request Policy: You may request a prescription through our app, website, email or the phone. Please have your previous prescription handy as we will verify the medication name, concentration, amount and directions of use. While we do our best to refill medications as quickly as possible, we request 48 hours’ notice for prescription refills and 5 days’ notice for all compounded prescription requests. We require payment in full for special order medications and will text you when your medication is ready to be picked up. Medications not picked up within 2 weeks will be returned to stock and a restocking fee will apply.