Important Client Information

Clients, Patients and Payment Policies

**PLEASE READ** UPDATED 12/12/2025

A minimum of 12-24 hours notice is required for all routine prescription refills and written prescriptions. If you need a prescription ready sooner, an express fee of $25 will apply in addition to your medication charge. All medications must be picked up within 7 days of fulfillment or they will be restocked. A $10 fee will apply to the next refill of the same medication.

Due to FDA regulations, we are no longer able to split tablets. We are also unable to take back any medications once they have left the building. We have pill splitters available for purchase, or if you wish to have your order compounded, please let us know and we will be happy to facilitate that for you through our partnering compound pharmacy.

Since 2020 when we first opened, we as private, family-owned business have been absorbing and paying for 100% of all credit card processing costs. Unfortunately, financial institutions, our distributors and manufacturers, and many others that we work with and partner with across the country continue to raise their credit card transaction fees. Due to already having to make adjustments at least twice or sometimes three times yearly when our cost of goods increase, we do not feel it is fair to our clients and patients to raise our clinic prices any additional amount on top of the already projected ones that we know to anticipate. It has always been on our hearts since day one to keep our prices low and competitive to surrounding clinics and to always provide the best care we can while still being affordable to the Katy community.

Beginning August 1st, 2024, we will begin implementing a card terminal interchange fee of 3% for payments using any brand or type of card. We will still continue to accept AMEX and the same interchange fee applies. This fee will automatically be calculated based upon your invoice total at the time of checkout.

We have had several people already come to us upset and we want to clarify: we will never profit from these fees. It is illegal to do so in most states, as well as here in Texas. We have a binding agreement in good standing with each credit card company (AMEX, Discover, MasterCard, Visa, etc) and those fees charged simply get paid back to those credit card companies at the end of the day to pay for their fees incurred by the card user (rewards, insurance benefits, airline miles, etc) There will be no additional fees on your part by paying with cash or check.

As always, we thank each and every one of y’all for your unwavering support of our small but growing business. We wouldn’t be here doing what we love without you! Please know that this was not a decision that week took lightly, but one that we felt needed to happen to continue serving our clients and patients with the best possible care.

If you have any questions regarding this new payment policy, please reach out to us and we will be happy to provide you with more information.

Our Clinic Policies

Code of Conduct

We appreciate you entrusting us with the care of your furry family member! With over 25 years of combined staff veterinary experience, we understand that having a sick pet is often an emotional time and we’ve learned that the best veterinary-client relationships are based on trust, communication, and mutual respect. Just like you, we want what is best for your pet. Our staff will treat you and your pet with kindness, and we ask that you do the same to our staff. Our business has grown tremendously and although that is an amazing problem to have, we may not be able to accommodate same day or next day appointments due to our current demand. Aggressive behavior, threats, and disrespectful behavior will not be tolerated under any circumstance. We reserve the right to refuse service and terminiate a client/patient relationship at any time, and after a combined total of three no call, no shows, and/or repeat cancellations.

Appointment Policy

We work by appointment only and will always do our best to not keep you and your pet waiting. However, when emergencies occur, your scheduled appointment may be delayed while our staff provides emergency care to the patient in need. We apologize in advance for any inconvenience this may cause, and we hope that you understand that we would provide the same level of care for your own pet in the same situation should it arise.

In the event we are fully booked and if kennel space allows, we will happy to offer you a drop-off appointment to meet your pet’s needs. Drop-off must be before 9am and your pet will be worked in as time allows between our already scheduled appointments. This means your pet will be here most of the day and you will receive a call from us when your pet is ready to go home. Please do not call repeatedly to ask if your pet is ready as this will only delay our staff members from caring for your pet.

In an effort to accommodate as many patients as we can without sacrificing quality of care, we require a phone call or email cancellation 24 hours prior to your appointment if for any reason you are unable to keep your appointment. We reserve the right to charge an office visit fee of $50.00 for each missed appointment (no call no show), per pet scheduled. This fee will be reapplied for each subsequent missed appointment. Missed surgical appointments will be charged $100.00 per pet and must be paid before you will be able to reschedule your pet's procedure.

If you arrive 10 minutes late or more for your scheduled appointment, you will be asked to reschedule. If you are running late, please be courteous and call us.

Late arrivals cause future appointments after yours to be delayed and it is not fair to the clients who were here on time to be seen late. This in turn puts more strain on our doctors and staff and that is also not fair to them as they have families to go home to that are waiting on them after their work day. If you are late and the doctor you are scheduled with agrees to work you back in to their schedule, there will be a late fee of $25 in addition to your exam to cover their time.

Technician Appointments

Tech appointments can be made daily from 9am-11am and from 3pm-5pm. Please note that during lunch time hours of 12pm-2pm, the only service available will be medication pickup, with the exception of controlled medications. Please always call before planning a visit over lunch just to make sure a receptionist is here =) We are usually closed for lunch every Friday.