Policies
At Token Creek Veterinary Clinic, we are committed to providing excellent care for all of our patients. When you schedule an appointment, that time is set aside specifically for you and your pet. Missed appointments prevent other patients from receiving the timely care they need. To help us serve all of our clients and their pets as effectively as possible, we kindly ask that you follow the policies below.
APPOINTMENT CONFIRMATION
Kindly confirm your appointment when you receive a reminder, or return our call promptly if we reach out regarding your upcoming visit.
ARRIVAL POLICY
Arrival Time
Arrive at least 5 minutes before your scheduled appointment time to ensure your pet receives the full attention and care they deserve.
Late arrivals
Clients who arrive 10 minutes or more after their scheduled appointment time may be asked to reschedule in order to keep the day running smoothly. Rushed visits can affect the level of care we are committed to providing. If our schedule allows, we may be able to offer you alternative options:
Leave your pet at the clinic with us, and we will work them in as a drop-off appointment between other appointments. There will be a hospitalization fee for this service.
Reschedule to a different date and time. This option helps ensure that pets arriving on time are seen in a timely manner.
CANCELLATION POLICY
If you need to cancel or reschedule an appointment, notify us at least 24 hours in advance (48 hours for surgical procedures). This courtesy allows us to offer the appointment time to another patient in need.
If you are unable to call during business hours, please leave a message on our voicemail, or send a message via email or Vet2Pet app.
NO-SHOW/SHORT NOTICE POLICY
Definition
A “no-show/short notice” is any missed appointment where no prior or insufficient notice is given and/or were more than 10-minutes late.
First Occurrence
If you miss an appointment without cancelling, we will contact you via phone, text, or email to inform you of your missed appointment and remind you of our policy. The missed appointment will be recorded in your pet’s medical record.
Prepayment Deposit Requirement
Following the first occurrence of a no-show, a deposit is required to schedule a future appointment.
The deposit will be applied toward the scheduled visit, if the appointment is kept.
The deposit will be forfeited and a new deposit will be required to reschedule if:
the appointment is cancelled or rescheduled with less than 24 hours notice (less than 48 hours notice for surgical procedures), or
the appointment is a no call/no show, or
late arrival of 10 minutes.
The deposit will be refunded if the appointment is cancelled with greater than 24 hours notice (greater than 48 hours notice for surgical procedures).
Multiple No-Shows
After three (3) missed appointments without proper notice, we reserve the right to terminate the veterinary-client-patient relationship.
These policies are thoughtfully designed to support our ability to provide timely, attentive, and high-quality care to every patient we serve. By keeping appointments on schedule and minimizing disruptions, we can ensure that each pet receives the time, focus, and medical attention they deserve. At the same time, these guidelines help us respect the valuable time of our clients and dedicated staff, allowing the clinic to operate efficiently. We sincerely appreciate your understanding, cooperation, and partnership in helping us maintain a smooth experience for everyone involved in your pet’s care.