Our Policies
Late & No- Show Policies
We ask you to arrive before your scheduled appointment time within normal operating hours so you may benefit from your full exam time. New client and patient history forms should be completed in advance to help our medical team prepare for your pet’s visit. A grace period of 10 minutes will be granted for unforeseen delays that you may encounter while traveling to our hospital. If you arrive more than 10 minutes late for an appointment, we will offer options of being seen as a work-in, drop-off admission, or rescheduled if our schedule permits. We strive to ensure clients and patients are seen in a timely manner and appreciate your on-time arrival. A $115 fee will apply to no-show appointments. If you are unable to keep an appointment, notify us by phone at least 24 hours in advance to reschedule and so we may help another patient in need. Missed appointments will require prepayment of the exam fee when rescheduling. When this prepaid appointment is kept, the fee will be applied to the invoice. If the prepaid appointment is not kept, the fee will be forfeited. If you miss three appointments, we will terminate of our veterinary-client-patient relationship.
Payment Policy
Payment is required when services are provided. Prepayment may be required in the form of a deposit prior to services such as surgical procedures, dental procedures, and new clients. For your convenience, we accept cash, credit, and debit cards. We offer financing options through Care Credit and ScratchPay. We provide treatment plans with services and fees for all medical procedures and prescriptions. If medical circumstances unexpectedly change, we promise to keep you informed on care as well as costs. You may ask about the cost of your pet’s care any time.
Mutual Respect Policy
Our compassionate and knowledgeable team can answer your questions and concerns, including our client service representatives, veterinary assistants, and manager. All team members should be treated with the same respect as our doctor. If team members are relaying advice or information, they have been authorized and trained by the doctor to provide this communication. We take pride in mutually respectful relationships that benefit you, your pet, and us. We have the right to refuse service at any time.
Employees-Only Areas
Due to the safety of the pets in our care, their owners, and our team members it is against company policy for any non-employee to be in a team member working areas such as the surgery areas, recovery areas, treatment rooms, kennels, behind the reception desk, and breakrooms. All treatment and diagnostics are performed in these employee-only areas to ensure proper handling and safety of our patients and their families.
Prescription Refills/Return Policy
The following are the different methods in which prescription refills can be requested:
The PetDesk App
Email (pcahvettech@gmail.com)
Text (972-867-8800)
Prescription Line (972-867-8800 Ext. 2)*
All prescription refills are subject to approval by Dr. Messonnier. Please remember refills can take up to 72 business hours for approval as we only have one veterinarian and a very limited staff. We will do our best to fill all refills as efficiently as possible. Please be advised recheck, biannual and annual appointments may be necessary before a refill can be authorized. These are necessary in order to ensure proper treatment and dosage. Due to quality control, we do not fulfill online pharmacy prescriptions or requests. Additionally, all prescription medications, supplements, and services are non-refundable. Refunds may be issued for incorrect or damaged prescription products. Please contact Paws & Claws at 972-867-8800 option one if there is an issue with your order for a prescription product. As always, the safety of your pet is our top priority.
