AGREEMENT INFORMATION:
The information provided in this agreement will help Aurora Veterinary Hospital (henceforth AVH) betterserve the needs of my animal(s). This agreement is between myself, my animal’s co-owner(s) (ifapplicable), and AVH. I/we are over the age of 19 years old and am the decision maker for my pet(s).
EXPECTATIONS OF AURORA VETERINARY HOSPITAL: Veterinary services will be provided by AVH paying clients. AVH cannot professionally or ethically provideguarantees on the outcome of any service. AVH operates under the Veterinarian’s Oath and the limitations of provincial and national laws.
FINANCIAL AGREEMENT:
I/we agree to pay in full for services rendered at the time they are provided, without exceptions. AVH willnot store my payment information - including credit or debit card number(s) unless I specifically ask for mycredit card number to be kept on file. I/we understand that failure to rectify unpaid invoices may result incollections involvement and/or termination of the veterinarian/client relationship.
NO SHOW & LATE CANCELLATION POLICY: Due to the increased demand and wait times for veterinary services across the country, it has become more challenging for our clients to schedule timely visits. Unfortunately, we have also seen an increase inthe number of clients failing to show for scheduled appointments. Therefore:
- If I/we are more than 5 minutes late, I/we will be charged a $15.00 late fee.
- If I/we fail to arrive to arrive at the clinic for a scheduled appointment with a vet I/we will becharged a $75.00 missed appointment fee.
- If I/we fail to arrive to arrive at the clinic for a scheduled appointment with a technician I/we willbe charged a $45.00 missed appointment fee.
- If I/we fail to arrive at the clinic for a scheduled surgical procedure I/we will be charged a $150.00missed surgery fee.
This policy applies to all clients. Fees not collected at the time of the appointment will remain on the clientaccount until their next visit at which time these fees will need to be paid. Appointments cancelled 24hours or more in advance, or late appointments with notice from clients will not be charged this fee.
MEDICATION REFILLS:
I/we will give Aurora Veterinary Hospital at least 24 hours notice on all medication refills. Failure to do sowill result in a No Notice Refill Fee of $15.00.
BEHAVIOR EXPECTATIONS:
At AVH, our mission is to provide exceptional patient care and compassionate client communication. Providing you with a high level of care and service requires mutual respect, cooperation, and kindness. Tonurture an inclusive and mentally healthy environment for both clients and staff, we have instituted a codeof conduct for all Aurora Veterinary Hospital clients. We respectfully ask for your understanding, empathy,and patience. We are empathetic to our patients and clients and appreciate the same in return. Pleaseunderstand that our team works with individuals and pets with varying levels of need, and in certainsituations may need to prioritize their time accordingly. Our individualized approach to patient care relies heavily on equitable time management for all. We have a zero-tolerance policy for the following behaviors:- Verbal abuse, malicious or harmful statements, profanity, or degrading comments directed atany member of our staff or fellow clients.- Any form of harassment including but not limited to cyberbullying, discriminatory commentsand/or actions, and intimidation tactics and/or threats.- Refusal to pay for products and/or services.This policy is strictly enforced, and non-compliance will result in corrective measures, up to and includingbeing asked to leave the property, and/or terminating the veterinarian/client relationship.
EXPECTATIONS OF CLIENT:
I/we will submit all information about my animal(s) truthfully and willingly to AVH and its staff. I/we will beresponsible for maintaining routine vaccinations and providing the proper diet, water, exercise, and sheltermy animal(s) need. I/we understand the financial agreement, no-show policy, and behavior expected of them while seeking services at AVH.I acknowledge that I have completely read and fully understand the above and agree to be bound thereby.I understand that failure to comply may result in no longer being able to seek care for my animal(s) at AVH.
STANDARD MEDIA RELEASE:
I/we give permission to AVH to photograph and/or record my animal(s).I/we agree that AVH may post images and/or recordings of my animal(s) to the AVH website or socialmedia account(s), and use them for marketing and/or educational purposes. Are you comfortable withyour pet(s) being photographed for social media, marketing and/or educational purposes? No identifyinginformation aside from your pet's name will be used in said postings. Your information will otherwiseremain confidential.
