General Clinic Policies

Medication Shipping and Safe Storage

If I request medication to be mailed or shipped for one or more of my pets, either now or in the future, I understand that Moraine Grove Veterinary Clinic may mail the medication in a zip-lock bag placed inside an envelope or other mailing package.

I understand that the zip-lock bag will not be child-resistant or child-proof packaging. It is my responsibility to secure all medications immediately upon receipt by placing them in a locked location, transferring them to a child-resistant container, or otherwise storing them safely and out of reach of children, pets, or any unauthorized individuals.

I understand and agree that Moraine Grove Veterinary Clinic is not responsible for any accident, injury, misuse, exposure, ingestion, or other incident that may occur due to unsecured medication after it has been mailed or provided to me. I accept full responsibility for the safe storage and handling of any medication mailed or dispensed to me by Moraine Grove Veterinary Clinic, now or in the future.

Returned or Reversed Payments

Any returned, refused, disputed, reversed, or unsuccessful form of payment, including but not limited to debit card payments and credit card payments, may be charged a $30.00 fee.

Clients with returned or reversed payments may be required to pre-pay future visits in cash in order to continue receiving services at Moraine Grove Veterinary Clinic. Returned balances must be paid in full, including all related fees and charges. Partial payments may not be accepted for returned or reversed amounts.

Photo Identification

All clients may be required to present a valid government-issued photo ID. The name and address on the identification must match the information we have on file, unless otherwise approved by the clinic.

A copy of the photo identification may be kept in the client file.

Checks

Moraine Grove Veterinary Clinic does not accept checks.

Accepted Forms of Payment

Moraine Grove Veterinary Clinic does not offer payment plans. We accept CareCredit, Scratchpay, major credit cards, debit cards, cash, and money orders.

Payment is due at the time services are rendered or before services are provided. Accepted payment methods may be changed at any time, with or without notice.

Missed or Late-Canceled Appointments

Clients who do not call to cancel an existing appointment at least 24 hours in advance may be charged a fee equal to the cost of a standard exam on the date of the missed appointment.

This fee must be paid before another appointment can be scheduled.

Phone Call Recording

All phone calls made to or from Moraine Grove Veterinary Clinic may be recorded and retained for an undefined period of time. These recordings may be used for any purpose permitted by law, including quality assurance, training, documentation, dispute resolution, or safety.

This policy serves as advance notice that phone calls may be recorded.

Audio and Video Recording on Clinic Property

Audio and video recording may occur in all legally permitted areas of the clinic and on clinic grounds. Recordings may be retained for an undefined period of time and may be used for any purpose permitted by law, including safety, security, training, documentation, or dispute resolution.

This policy serves as advance notice that audio and video recording may take place on clinic property.

Deposits

Clients may be asked to leave a deposit for any service at the discretion of Moraine Grove Veterinary Clinic. Any required deposit will not exceed the maximum amount listed on the estimate provided for that service.

Additional Services or Testing

If a client requests additional services while a pet is hospitalized, or requests additional testing on a sample that has already been collected from the pet, payment is required before those services are performed or before the sample is submitted or analyzed.

Urgent or Critical Patients

Clients understand that urgent or critical patients may arrive at the clinic with little or no advance warning. When this occurs, scheduled appointments may be delayed so that the clinic team can provide appropriate care to the urgent or critical patient.

When possible, clients will be notified at check-in of the estimated delay. Clients may choose to wait and be seen as soon as possible or reschedule their appointment. If the clinic is running significantly behind, our office will make every reasonable effort to contact the primary phone number on the client’s account before the appointment time.

Special Treatment Requests

Moraine Grove Veterinary Clinic and its staff will make every reasonable effort to accommodate special treatment requests made by clients. However, the clinic reserves the right to require a signed waiver before providing certain treatments, services, or items.

The clinic also reserves the right to decline a requested treatment, service, or item when the clinic determines it is not appropriate, safe, medically advisable, or consistent with clinic policy.

Compounded Medication Refills

Refill requests for compounded medications must be submitted at least 10 days before the medication is needed.

Compounded medications are prepared by outside compounding pharmacies, and processing and shipping times may vary. Because each pharmacy may have different turnaround times, 10 days is considered a safer time frame to help prevent delays.

In-House Medication and Written Prescription Refills

Refill requests for standard in-house medications or written prescriptions prepared by the clinic will typically be completed by the end of the next business day.

We make every reasonable effort to complete refill requests the same day when possible; however, same-day completion cannot be guaranteed due to patient care needs, emergencies, staffing, medication availability, or other clinic demands.