Patient Arrival Policy: For your protection, and that of others, all dogs must be on a leash while in the waiting area or exam rooms. All cats must be presented in an appropriate carrier. 

Appointment Policy: Walk-in clients are welcome, however, appointments are preferred. Emergency cases receive top priority, followed by clients with scheduled appointments. Urgent Care and Same Day appointments are charged $72 examination fee. True Emergencies are charged an $96 exam fee charge for top priority.

Appointment Cancellation Policy: Unfortunately, like other medical providers, we also have the occasional late arrival or no-show appointment. We do try and manage these from impacting those who have arrived on time for their appointment; it has a negative impact on our medical team. Often, there are cases being treated in the hospital and the staff attempts to schedule their day to ensure that they can meet the needs of those patients and scheduled appointments. Arriving late, or not showing at all, impacts our staff's ability to manage treatment for these pets. 

Late Arrivals: Please be aware that our hospital has a written policy wherein if you are more than 15 minutes late for your scheduled appointment time, we reserve the right to reschedule your appointment for a later date and time. If we can accomodate you, we will be adjusting our schedule and moving you to our walk in/urgent care service when you arrive. While we certainly understand that delays may happen, we feel we have an obligation and responsibility to do our very best to service clients and patients who are here and on time for their appointments.        

Missed Surgical or Dental Procedures: All routine surgeries and/or dentals require a $100 non-refundable deposit in order to book an appointment. Any cancellation with less than 72 hours notice, your deposit will be forfeited. If cancelled with more than 72 hours notice, your deposit will be used to reschedule your appointment. Specialist surgeries are paid in full prior to your pet's surgical date. This ensures the specialist is booked and are able to add your pet to their calendar. 

Prescription Policy: As provided in s.474.224 Florida Statutes you have a right to receive a written prescription for medication that can be filled at the pharmacy of your choice or by the veterinarian.

Payment Policy: Our goal is to serve you and your pet in every possible way. This includes ensuring your medical team provides the highest level of care that fits within your budget. It's important that your financial commitment and responsibilities are made clear before treatment begins. In the case of emergency, your pet will be stablized before your medical options are presented. Payment is due in full at the time services are rendered. Surgeries that require a specialist, must be paid at the time of booking, or prior to surgery commencing. 

Forms of Payment: We accept all major credit cards (visa, MC, Amex, Discover)

Insurance: We encourage all owners to purchase pet insurance for their pet. Our hospital will collect full payment at the time services are rendered. Our staff can help submit your insurance claims for reimbursement.

3rd Party Financing: We do accept 3rd party financing from: Care Credit, Cherry Payment Plans and Scratch Pay Loans.

Nonpayment: In the event you default or miss a payment, you will be responsible for any late fees, collection fees, and/or attorney fees that Pou Veterinary Group incurs in it's attempt to collect payment. After 90 days, your account will be turned over to a collection agency and your account will be suspended. No services will be provided until payment is made & your account is brought back to good standing. 

After-Hours Emergency: Should you have an emergency after our normal business hours, please contact:

VEG ER for Pets (305) 488-0396 located at 11921 South Dixie Highway   Pinecrest, FL 33156.