Appointment Policy

At our clinic, we value your time and strive to provide comprehensive care for your furry family members. Our standard appointments typically range from 30 to 60 minutes, unless otherwise stated at the time of booking. We kindly ask that you allow for this amount of time in your schedule.

If you have any commitments that require a different appointment timing, please let us know, and we will do our best to accommodate you.

For the safety and protection of your pet and other clients, we require that all dogs arrive on a leash and all cats arrive in an appropriate carrier. This is to ensure that all pets are secure and do not cause any harm or disruptions during their visit.

Late Arrivals

At our clinic, we strive to provide prompt and efficient service to all our clients. We understand that unforeseen circumstances may cause you to run late for your appointment, and we will do our best to accommodate you.

If we are running behind schedule by more than 20 minutes, we will inform you and offer options to accommodate your appointment. However, if you are more than 15 minutes late, we may need to reschedule your appointment to ensure that other clients are not affected.

We kindly ask that you contact the clinic as soon as you know you will be late for your appointment. Once you arrive, we will provide you with the options available.  Depending on the veterinarian’s schedule and how late you arrive, we may be able to accommodate you or may rebook your appointment.

Cancellations

In order to provide the best care for all of our patients, we ask that you please notify us of a cancellation at least 2 business days before your appointment time. An empty time slot due to a late cancellation might mean delaying care for another patient that may otherwise have been able to be seen.

However, we understand that missing an appointment may sometimes be unavoidable. In the event of an emergency that results in an appointment cancellation, please notify us as soon as possible. Outside of business hours, you may leave us a message or send an email and we will contact you to confirm the cancellation during our next business day. Cancellations made within 2 business days of your appointment time may be subject to a $75 fee.

Medical Advice

The College of Veterinarians of Ontario requires an up to date Veterinary-Client-Patient-Relationship (VCPR) for our clinic to provide prescription medication, nail trims, anal gland expressions and any recommendations for your pet’s health. An annual health exam with one of our veterinarians helps maintain this relationship and ensures the best possible care for your furry family member.  Our technicians are happy to schedule an appointment for you, but they cannot give you medical advice beyond what the doctor has previously recommended for your concern. Please respect that we must adhere to this rule and therefore may suggest you schedule an appointment to discuss your questions with the doctor.

Prescription Refill Requests

We understand the importance of keeping your pet’s medications current and readily available. You may request a prescription refill through our website, email, or phone. To help us process your request efficiently, please have your previous prescription handy as we will need to verify the medication name, concentration, amount you are currently giving, and the current directions for use.  Providing this information at the time of request will expedite the process.

We do our best to refill medications as quickly as possible, but we ask that you provide us with 7 business days notice for prescription refills and 2 weeks notice for compounded medication requests. We will notify you via email as soon as your prescription is ready for pick-up.

Once you have purchased medication for your pet, we are unable to provide refunds or exchanges.

Please note that any medications not picked up within 2 weeks will be returned to our stock and a restocking fee may apply.   We will make one attempt to contact you after approximately 10 days with a courtesy reminder.  We appreciate your cooperation in ensuring that your pet receives the necessary medication in a timely manner.

Terms

Main Street Veterinary Services cannot extend credit to clients. We require immediate payment for services rendered. If you have an estimate for services, a deposit for the estimated cost may be required.  We accept several payment options, including cash, debit, Visa, Mastercard and e-transfer via email.

Although it happens very rarely, Main Street Vet Services can refuse to accept clients or patients and as applicable reserves the right to refer these clients elsewhere. We also reserve the right to terminate the veterinarian-client relationship at any time and make a referral elsewhere. You may, of course, seek veterinary care elsewhere as well. We can email your medical records (24-hour notice is required) free of charge or print and mail your records for a fee.

Thank you for choosing Main Street Veterinary Services for your pet’s proactive healthcare. We hope this is the beginning of a long friendship!