Port Hope Veterinary Hospital
Hospital Policies
Respectful Communication Policy
Our goal is to provide compassionate care in a safe, respectful environment for everyone. We understand that veterinary visits can be stressful, but we do not tolerate profanity, threats, harassment, or verbal abuse toward our team or other clients.
If this behavior occurs, we may end the interaction immediately and, depending on the situation, may require future communication in writing and/or terminate the veterinarian–client relationship and decline non-emergency services going forward.
Appointments (Booking, Cancellations & Late Arrivals)
We see pets by appointment so we can give each patient the time they need. We don’t accept walk-ins; if your pet is sick or injured, please call us and we’ll do our best to accommodate urgent or same-day needs when possible.
If you need to cancel or reschedule, please call as soon as possible—cancellations with less than 4 hours’ notice are considered a no-show. We may send appointment reminders by phone, email, and/or text.
Late arrivals: If you haven’t arrived by your appointment time, we may contact you. If you’re running more than 10–15 minutes late, we may need to reschedule. When possible (especially for sick or injured pets), we’ll do our best to adjust the schedule to still see your pet.
Repeat missed appointments: Clients may have up to two (2) no-shows. After two no-shows, pre-payment of the exam fee is required to book the next appointment (non-refundable).
Surgery bookings: Clients may miss one (1) scheduled surgery appointment. After one missed surgery booking, a 50% deposit (or pre-payment) is required to reserve a future surgery date (non-refundable).
VCPR Policy (Prescriptions & Diagnostics)
A valid veterinarian–client–patient relationship (VCPR) is required for veterinary care, including prescribing/dispensing medications and diagnostic testing. Diagnostics are typically performed during an appointment—we don’t usually run diagnostic tests without examining your pet.
To maintain a VCPR, your pet must be have an annual wellness examination performed by one of our veterinarians at least once every 12 months. An up-to-date exam is required for prescription refills and may be required before certain diagnostic services.
Some long-term medications (e.g., insulin or thyroid medication) require follow-up exams and/or bloodwork as recommended by your veterinarian before refills can be approved.
Rabies Vaccination Requirements
Rabies vaccination is required by law for pets, regardless of lifestyle or age (including indoor cats and senior pets). Because of this, patients must be up to date on their rabies vaccine before we can provide elective/non-urgent services such as nail trims, ear cleaning, anal gland expression, grooming, and similar services.
In limited situations, an exception may be considered only with specific veterinarian recommendations based on your pet’s medical needs.
Payment Policy
Payment is due in full at the time services are provided. For your convenience, we accept Visa, MasterCard, Interac/Debit, E-Transfer*, and cash.
*For e-transfer details, please contact us.
We do not offer in-house payment plans. Third-party financing options (such as Scratchpay or Humm) may be available—please ask our team for current information.
