As our clinic has grown, we have finally fulfilled a longstanding need for a new credit card processor.

This new credit card processor comes with changes to transactions here at the clinic:

There will be a 3% surcharge for credit cards transactions. There will not be a surcharge for debit card purchases, cash, or check. 

Also, with this new processor we are still able to keep cards on file, however, making transactions with card will have an additional .75% transaction fee. However, with our new system, we will able to process transactions more quickly and offer tap-to-pay.

Thank you for understanding!

We take every precaution to ensure your pet’s procedure is safe and runs smoothly. A critical part of this process is being able to reach you quickly if questions arise or if unexpected findings occur.

When you drop off your pet for surgery, we ask that you remain readily available by phone during the time of your pet’s procedure. If we cannot reach you promptly, this can cause significant delays in our surgical schedule, increase staff time, and ultimately impact the care of other patients.

Policy:

• If we are unable to reach you within 6 minutes of our first call, a surgical delay charge will apply.

• This fee is billed at $30 per 6-minute block we cannot get ahold of you ($300 per hour).

• The charge is intended to cover additional staff time and disruption to the surgical schedule.

Our goal is not to add costs to your bill but to emphasize how important it is that we are able to reach you immediately. Please keep your phone with you and turned on during your pet’s procedure to avoid delays and additional fees.

We are a clinic that does not operate on volume and instead focuses time with each of our individual clients so we can provide the best care possible.

With this in mind, an appointment that is canceled without notice only hurts our abilities to care for our other clients. Our policy for no-show and late cancelations is to ensure we continue to offer the best care and operate as a sustainable practice. Thank you for your understanding.

Late Cancellation Fee: Cancellation of appointments less than 24 hours in advance will be charged a fee of $100. This fee will not be charged if we are able to fill the appointment slot.

No Call/No Show Fee: If zero notice is given prior to missing appointments, we will charge a $150 fee.

Late Arrival Fee: Arriving more than 15 minutes late for a scheduled appointment will result in a $50 fee being charged.

Surgery Late Cancellation Fee: Cancellation less than 7 days in advance will be charged a $250 fee. This will not apply if we are able to fill the appointment slot.

Surgery No Call/ No Show Fee: Zero notice prior to missing a surgery appointment will be charged a $350 fee.

We require a $100 refundable deposit for first appointments with new clients. We take this deposit ahead of your first appointment over phone with a debit/credit card or with cash payment at our clinic.

The deposit will apply as a credit to your bill at the conclusion of your first appointment.

If the bill amount is less than $100, a credit will be placed on your account for future use, or we can refund the deposit and charge the stated bill amount.

Late cancelations or no-shows for your first appointment will result in your deposit not being refunded or credited.

At SVC, we require all pets be vaccinated against Rabies virus. Exceptions are made for pets with a documented medical exemption or current titer levels demonstrating adequate immunity. This is in accordance with Tennessee state law. This is not only for the safety of your pet, but also our staff and other patients and clients. Even the sweetest dog or cat may be driven to bite when scared or stressed. We are legally obligated to report any bite involving an animal with questionable Rabies vaccination status. In that scenario, you may be legally required to quarantine your pet for 10 days for observation of Rabies symptoms.

We do not directly handle any communication with large online pharmacies, such as Chewy or PetMeds, as experience has shown these options do not meet the quality standard of care that we provide to our patients. We will happily provide a written prescription for you to fill at any available pharmacy.