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.

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 the 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.

In order to promote efficient scheduling, a no-show fee will be applied for all missed pet appointments. After the third missed pet appointment, we will require prepayment of the office visit prior to booking.

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.

At Beattie Pet Hospital – Stoney Creek, we see patients primarily by appointment. Depending on our schedule and amount of doctors we have in the clinic, we can take emergency appointments but will direct clients to an emergency hospital if necessary. Emergency cases will be triaged by a registered veterinary technician and may need to 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.