Policies & Procedures

Late Arrival Policy

We at Beattie Pet Hospital – Stoney Creek understand when time is not on our side. When traffic or another appointment running behind may cause you to not get here at your exact appointment time, not to worry. We allow a 15 minute grace period in which we will still see your pet. Unfortunately due to our schedule, after 15m we will need to move on to the next appointment. If this happens, we will offer to reschedule you at our earliest next appointment.

Medication and Food Return Policy

As soon as medication has left the building, whether it has been opened or not, it cannot be returned for a refund. This is not our policy; it is the law. We can dispose of medication safely for you if you don’t feel comfortable doing it yourself.

Food can be returned for an in-clinic refund, as long as it is not open. If you purchased a case of cans, all unopened cans can be returned. The companies themselves will refund you if your pet has had palatability issues with the food you purchased. Our customer service team can do this for you, however this refund will take about seven business days.

No Show Policy

As of the summer of 2022, Beattie Pet Hospital – Stoney Creek have started to charge a ‘no show’ fee if you do show for a multi-pet appointment or have not showed for three appointments in the last year. We get multiple calls a day for appointment requests that could have been seen at the time of your appointment, if you had called to cancel previously. A ‘no show’ includes not showing up for your appointment, showing up past the 15 minute grace period or calling to cancel less than two hours before your appointment.

Payment Policy

Payment is required at the time of services and prepayment, 75% of the high estimate, is due for hospitalization and surgeries. To focus on our patients’ needs, customer service and minimizing costs; we do not bill and we do not take cheques or e-transfers.

Beattie Pet Hospital – Stoney Creek accepts payment via cash, debit, Master Card, Visa and American Express.

When unexpected illness strikes a pet, unexpected expense strikes as well. We at Beattie Pet Hospital – Stoney Creek understand this and can help by recommending one of the third party financial aid companies:

Another popular option for your family and pet is insurance coverage. We recommend checking out multiple insurance plans to choose what is best for you and your furry companions.

Abusive Behaviour Policy

At Beattie Pet Hospital – Stoney Creek, the safety of our staff is important to us! Any form of abusive behaviour will not be tolerated and may result in the following:

  • You may be asked to leave and seek medical attention elsewhere.
  • The police may be called.
  • Our clinics may end our VCPR with you. This means we will no longer see you as a client for your current pet or any future pet. This includes emergencies and extends to all other Beattie locations.

Emergency Policies

At Beattie Pet Hospital – Stoney Creek, we see patients primarily by appointment. Depending on our schedule and amount of doctors we have in clinic, we can take emergency appointments, but will direct clients to an emergency hospital if necessary. Emergency cases will always be seen first, so appointment delays are sometimes inevitable. Please be patient with us and remember how you would feel if your pet needed an emergency appointment.