Our Policies
Active Client/Patient Policy:
The College of Veterinarians of British Columbia bylaw states that an active VCPR is required in order for a clinic to provide prescription medications. An annual health exam by one of our veterinarians is required to maintain this relationship and to allow us to dispense prescription medication.
Mutual Respect Policy:
At Cobble Hill Animal Hospital, we are committed to fostering a positive, safe, and respectful environment for both our staff and clients. To ensure the well-being of our team and the quality of care for our patients, we maintain a zero-tolerance policy for any form of offensive, rude, or belligerent behaviour towards our staff.
Appointment Policy:
To ensure adequate time for all patient appointments and surgical procedures, our clinic operates by scheduled appointments. Walk-in patients will only be seen if an appointment slot is available; otherwise, we will kindly ask you to schedule for a later time.
We strive to accommodate same-day and urgent cases when our schedule allows. In such cases, we may offer drop-off appointments, meaning your pet may need to stay at the clinic for several hours before being examined between scheduled appointments.
However, we are not an emergency hospital. If we are fully booked and unable to provide the necessary care for your pet, we may refer you to a trusted emergency or urgent care facility, such as WAVES, Central Victoria Veterinary Hospital, Central Island Veterinary Emergency Hospital or KLC Mobile Emergency.
Your pet’s health is our priority, and we appreciate your understanding as we work to provide the best possible care.
Please note that a drop-off appointment incurs an additional fee.
We value your time and trust in our care. Thank you for your cooperation in helping us provide the best possible service for you and your pet.
Cancellation, No-Show, and Late Policy:
At Cobble Hill Animal Hospital, we strive to provide the highest level of care for our patients while respecting the time of all our clients and staff. To ensure smooth scheduling and minimize disruptions, we have implemented the following policies regarding cancellations, no-shows, and late arrivals. We understand that emergencies happen. If you are running late or need to cancel at the last minute due to an unforeseen situation, please call us as soon as possible so we can work with you.
Cancellation Policy:
We understand that unexpected situations arise, but we kindly request at least 24 hours notice if you need to cancel or reschedule your appointment. This allows us to accommodate other pets in need of care.
Cancellations made with less than 24 hours notice may be subject to a cancellation fee.
No-Show Policy:
A "no-show" occurs when a client misses a scheduled appointment without notifying us.
After 2 no-shows, we may require a deposit for future appointments or limit scheduling availability.
Repeated no-shows may result in termination of services at our discretion.
Late Arrival Policy:
Punctuality is essential to ensure that we can provide the best care for all patients.
If you arrive 10 minutes late, we may need to reschedule your appointment or offer a shorter consultation, depending on availability.
Clients arriving more than 10 minutes late may be considered a no-show, and a missed appointment fee may apply
