ONLY STAFF HANDLE PATIENTS
For the safety of our staff, our clients, and their pets; only staff will be allowed to handle patients during exams and procedures.
LATE POLICY/NO SHOW POLICY
We understand that life happens. We all run late to appointments from time-to-time; however, late arrivals cause a cascading effect that affects appointments for the rest of the day. We ask that you arrive 10-minutes prior to your appointment time to help us keep appointments running on schedule.
Below is our late and no-show policy:
When an appointment is missed, there are multiple pets that can use the appointment. Please keep us updated so we can assist another patient in need.
Arrivals within 5 minutes after the scheduled appointment time will be treated as an on-time arrival for the first two occurrences. On the third and subsequent late arrival, the appointment will be treated as a work-in.
Arrivals checking-in between 5 – 15 minutes after the scheduled appointment time will be treated as a work-in appointment, and persistent late arrivals (more than 2) may incur a late arrival fee.
Arrivals beyond 15-minutes past their scheduled appointment time will be rescheduled and may incur a fee, which will be due prior to rescheduling.
Clients who do not show for their appointment without calling may incur a no-show fee, which will be due prior to rescheduling their appointment.
Clients who do not show up to two or more appointments, without calling ahead of time, will be required to pay a scheduling fee in advance for any future appointments scheduled. The scheduling fee may be in addition to a no-show fee. The scheduling fee is not applied towards any cost associated with the appointment.
Except for appointments scheduled the same day, appointments must be cancelled at least 24-Hours in advance.
To help prevent any fees or scheduling restrictions, please contact us as soon as you are aware of concerns, and/or possible conflicts.
Payment in full is due at the time service is rendered; no payment plans.
We do accept a variety of payment options for your convenience, including Cash, Check, Visa, MasterCard, Discover, American Express, CareCredit, Trupanion, Apple Pay, & Google Pay.
For Surgeries: a booking fee to be applied to the procedure will be taken to secure your surgery appointment date. This will be applied in full to the balance from the procedure being performed. The booking fee is non-refundable within 24-Hours of the procedure.
For Hospitalizations: a booking fee equal to the lowest total of the estimate is required at the time of admission and will be applied to the actual accrued balance, which is payable at time of discharge.
For Emergencies: a $500 deposit and payment for stabilization, and/or CPR attempts, is required at the time of admission. If there is any outstanding balance, it will be payable at time of discharge.
AGGRESSIVE PET POLICY
Pets who are aggressive will be required to wear a muzzle, and may be required to take anti-anxiety, and/or anti-stress, medications prior to their visits. We encourage Happy Visits to help pets become familiar with the clinic, staff, and environment. Happy Visits are available during normal business hours and include a weight check, individualized attention, and treats.
CLIENT BEHAVIOR POLICY
We understand that veterinary visits can be stressful and, at times, frustrating. We do our best to exceed our clients’ expectations but even with our best efforts we may occasionally fall short. When this happens, we request that our clients give us the opportunity to correct and improve. We welcome calm and kind approaches to help us do just that. However, unkind or abusive behavior will not be tolerated in any situation. This is a zero-tolerance policy. In the event our staff is treated in an inhumane manner, the veterinary-client-patient relationship between Pinnacle Veterinary Group and the client will be immediately terminated and all medical records will be emailed to the client once any outstanding balance is paid.
RX REQUEST POLICY
Prescriptions requested outside of a scheduled appointments, require a minimum 24-Hour notice to be filled or written. A prescription fee may be incurred for non-routine prescription requests.
For Outside Pharmacy Request: PVG will provide a hard copy of the written prescription for delivery to the outside pharmacy of choice. PVG staff will not work with pharmacies other than our online pharmacy, nor be held accountable for the timeliness or efficacy of products ordered.
Please Note: most online pharmacies Do Not have a ‘Product’ Guarantee for efficacy but offer a ‘Service’, and/or ‘Satisfaction’, Guarantee in its place.
RABIES VACCINE POLICY
South Carolina state law requires the Rabies Vaccine to stay current and up to date regardless of your pet’s species, breed, and lifestyle. In case your pet is not current or up to date for Rabies, Pinnacle Veterinary Group will see your pet for the injury or illness with the understanding that the pet will be vaccinated for Rabies during the visit. Some circumstances prevent us from vaccinating, if this occurs the Rabies Vaccine will be administered on the next visit. Pinnacle Veterinary Group reserves the right to deny service to an animal that is not current on rabies or those unwilling to have their pet inoculated against Rabies. Pinnacle Veterinary Group patients are expected to maintain an Up-To-Date status for the Rabies Vaccination. Rabies is a very active disease in Oconee County, Pickens County, and Upstate of South Carolina.