Cancellation/No Show Fees
This fee is charged to offset open appointment slots that cannot be filled on short notice and to compensate for staff time needed to attempt to fill the open slot. We have an automated reminder system that sends out an e-mail approximately 3 days prior to your appointment. Please make sure you are receiving these reminders and be sure to review the time and location shown. There will be a fee charged for any no-show or cancellation with less than 2 business days notice. Business days are Mon-Sat. If your appointment is on a Monday, then notice would need to be given by Friday prior to your appointment.
Underwater Treadmill Fecal Accidents
Please arrive at least 5-10 minutes prior to your therapy appointment to allow your pet sufficient time to relieve themselves. We have baggie dispensers in various locations and trash cans for the waste. When fecal accidents occur in the UWTM, equipment needs to be stopped, drained and an entire sanitation process needs to occur. This takes away from your session and makes it so the next client may or may not be able to have that portion of their therapy due to this process. Therefore, we allow 1 “free” fecal accident; if this should occur again there will be a sanitizing fee per incident.
Vaccines/Titers
To protect not only TVA staff, but your pet, we need to make sure that vaccines or titers are up to date. DHPP and Rabies MUST be up to date for all appointments. If you will be boarding, we will also require Bordetella. Our system will try to help you in keeping up with these due dates, but it is your responsibility to adhere to this policy and schedule with your primary care Veterinarian appropriately.
Appointment Start Time
It is important to adhere to your appointment start time so that your pet will receive the full benefit from the therapy session. If you are late, your appointment may need to be rescheduled and you will have to pay the Cancellation Fee. If you are late but want to continue with your appointment, your time will be reduced by the amount of time you are late, so as not to take time from the next client's therapy appointment. Therapy appointments are 30,45 or 60 minutes exactly; if you spend that time chatting with staff, that is lost therapy time. Please move into the appt quickly and have conversations during the session.
Waze and other navigation aps are excellent at determining your arrival time and accounting for traffic, accidents, and detours. We recommend utilizing these aps for every appt to help manage your arrival time. As noted above please plan to arrive 5-10 minutes early and allow your pet to enjoy our open spaces, within their restriction level, of course.
- For Webster appointments, when you arrive, please check in at reception to get your appointment pager. If reception is not available, the Therapy dept will be monitoring our cameras to see when you arrive. They will come out to get you. Please make yourself available in the vicinity of the clinic as you approach your appointment time. The clinic is the building at the end of the driveway with the garage doors and the entrance is on the right hand side.
- For Honeoye Falls appointments, please park in the designated space in front of the clinic and proceed inside to the waiting area.
Rechecks and Progress Exams
Dr Browne needs to have an annual recheck or progress exam with your pet to continue therapy. In some cases, this may be required more frequently if they are not progressing appropriately or if they have a setback or an additional injury. Also, if they have not been in therapy for 3 or more months, we may require a recheck prior to returning to therapy. Your therapy technicians can help you with what programs we offer besides our standard in-clinic therapy, to keep your pet in some form of active therapy program.
Pet owner
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