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Hospital Policies

Our team at Point Grey Veterinary Hospital strives to provide quality, compassionate care for you and your pet through excellent client and patient care with full transparency. We appreciate you taking the time to review the below information.

Appointment Policy

Our standard appointments are 30-45 minutes long unless otherwise stated at the time of booking. Please allow for this amount of time in your schedule.

For the protection of your pet and other clients, all dogs must arrive with a leash and all cats must arrive in an appropriate carrier.

Late Arrival Policy

Arriving late for your appointment may cause us to run late for our other scheduled appointments which puts extra stress on our team.

If you are more than 10 minutes late, it will result in your appointment being rescheduled. This will be considered a no-show.

Please contact the clinic as soon as you know you will be late for your appointment. Depending on the veterinarian’s schedule and how late your arrival will be, we may be able to accommodate.

Cancellations/Reschedule Policy

We understand that your personal schedule and your pet’s condition may change. Please contact the clinic as soon as you know if changes to the appointment need to be made.

Appointments require 24 hours notice if you need to cancel or reschedule. Less than 24 hours notice will be considered a no show.

Surgeries require 48 hours notice if you need to cancel or reschedule. Less than 48 hours notice will result in the $200 deposit being non-refundable.

Ultrasounds require 48 hours notice if you need to cancel or reschedule. Less than 48 hours notice will result in the $100 deposit being non-refundable.

No show Policy

Clients will be considered a no show when:

  • Arriving more than 10 minutes late after their scheduled appointment
  • Canceling or rescheduling their appointment after the above listed notice periods
  • Do not show for their appointment

Cancellation fee:

  • Doctor appointment: $50 + tax
  • Technician appointment: $25 + tax

We understand unforeseen circumstances occur. Please call and speak to us in these events and we will do our best to help!

Emergency Policy

As we primarily operate by appointments, we will take on emergency cases only if our schedule allows during our hours of operation. We do our best to accommodate same day appointments through drop-offs.This means your pet may stay at the clinic for several hours and our veterinarians will examine them between their scheduled appointments. However, if we are fully booked and can not provide proper care for your pet, we may refer you to Vancouver Animal Emergency and Referral Center or Canada West Veterinary Specialists.

Payment Policy

We require full payment at the time that services are rendered.

Payment options include: Cash, Debit, Visa, Mastercard, American Express, or E-transfer via e-mail to reception@pointgreyvet.com

We also accept payment plans through Scratchpay. Scratchpay provides fast pre-approved loans to those that need assistance.

Active Veterinary-Client-Patient-Relationship (VCPR)
The College of Veterinarians of British Columbia bylaw states that an active VCPR is required in order for a clinic to provide prescription medication, prescription food and any recommendations for a pet. This may be in the form of annual health exams by one of our veterinarians to maintain this relationship.

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