Practice Policies

To ensure we can maintain an efficient schedule, reach all our clients safely, and deliver the highest quality of service, we have outlined the following guidelines & policies. All clients are expected to read and abide by these policies to help us make every house call a successful and positive experience. These policies are subject to change and periodic updates. By utilizing our services, clients acknowledge their responsibility to periodically review these policies.

APPOINTMENTS

CANCELLATION & RESCHEDULING

PAYMENT

HARD-TO-HANDLE CATS

SAME-DAY APPOINTMENTS

PRESCRIPTIONS & REFILLS

CLIENT CONDUCT & SAFETY

ANXIOUS OR AGGRESSIVE DOGS

Appointments

Arrival Window

Due to the nature of a house call practice, we operate using a 60-minute arrival window. For example, if your appointment is scheduled for 2:30 PM, we will do our best to arrive between 2:00 and 3:00 PM. You will receive a text message notification when our team is on their way to your address.

Extended-Hours Appointments

Appointments scheduled outside of our publicly advertised appointment availability (as listed on our homepage) are considered extended-hours appointments. Appointments booked during these times will incur an extended-hours fee of $75. This fee is added to the total cost of services rendered. Extended-hours appointments are subject to availability.

Telehealth/Virtual Appointments

As an in-home mobile veterinary service, our practice model is based on providing comprehensive, hands-on physical examinations and in-person treatments. McGee Veterinary Service does not offer telemedicine or virtual appointments.

Holidays

Our mobile service will be fully closed and appointments will not be available on the following major holidays: New Year's Day, Memorial Day, 4th of July, Labor Day, Thanksgiving Day, and Christmas Day. The days immediately preceding and following a major holiday will often have extremely limited appointment slots and involve reduced hours. We cannot guarantee same-day urgent availability during these limited service periods.

Same-Day & Urgent Appointments

Availability

Same-day appointments are offered strictly based on the current day's availability and route flexibility and are not guaranteed to be available.

Same-Day Appointment Fee

A $75 same-day appointment fee will be applied to all same-day appointments, in addition to the cost of services rendered.

Same-Day Urgent Euthanasia

We recognize that end of life care cannot always be planned. We will make every effort to accommodate same-day euthanasia services for both current clients and non-clients based on availability and scheduling constraints.

Same-Day Sick Pet or Wellness Appointments for Current Clients Only

To ensure we can access existing medical records and provide efficient care, same-day sick pet or wellness appointments are reserved exclusively for our active, established clients.

Cancellation & Rescheduling

Cancellation/Rescheduling Notice

We require at least 24 hours' notice for any cancellation or request to reschedule an appointment.

Late Cancellation Fee

Appointments canceled with less than 24 hours' notice will be subject to a cancellation fee of $50.

No-Show Fee

If our team arrives at your scheduled location and we are unable to contact you or gain entry to begin the appointment within 10 minutes of our arrival, this will be considered a no-show. A no-show fee of $100 will be assessed to cover the loss of the appointment slot and travel costs.

Prescriptions & Refills

Mobile Pharmacy

For your convenience, MVS carries prescription medications and preventatives that can be purchased directly from our team during your scheduled appointment.

Written Prescriptions

A written prescription will be provided upon client request, allowing you to fill the medication at a pharmacy of your choice.

External Pharmacy Communication

To maintain efficiency and reduce potential errors, we do not fax or call in prescriptions to outside pharmacies with the exception of Chewy.com.

Refill Requests

Refill requests for existing prescriptions can be submitted via call, text, or email. Please allow 24-48 hours (excluding weekends and major holidays) for all refill requests to be reviewed and approved by a veterinarian.

Refill Pickup

All completed prescription refills (which are not being filled through Chewy.com) or written prescriptions for refills must be picked up at our office location. Pickups must be scheduled at minimum the day before the desired pickup to ensure the medication is ready and a staff member is available to assist you.

Valid Veterinary-Client-Patient Relationship Required

As required by law, no new prescriptions or refills will be authorized, written, or dispensed unless the patient has received a physical examination by one of our veterinarians within the preceding twelve months.

Payment

Payment Due Date

Full payment is due at time of service. We are fully equipped to process payments on-site.

Accepted Payment Methods

We accept cash, check, and credit/debit cards. For the safety of our team, we do not carry change with us. If you choose to pay with cash, please be prepared with the exact amount. Any overpayment will be added as an account credit for your next visit.

CareCredit & Other Financing

We can accept the CareCredit Rewards MasterCard. We are unable to accept the traditional CareCredit card. We do not provide any financing options.

Returned Checks/Failed Payments

Any check returned for insufficient funds or credit card payments that are declined after the service has been rendered will incur a returned payment fee of $35 (or the maximum amount allowed by law). Clients in this situation will be required to save two cards securely on file with our practice for the payment of all future services. Past due balances must be paid in full before future appointments will be scheduled. Future appointments will require payment via credit card on file or cash only.

Card Chargebacks

Initiating a credit or debit card chargeback for services rendered is considered a breach of our payment agreement. If a client disputes a credit or debit card charge that has been successfully processed for services provided or other fees (cancellation fee, no-show fee, etc.), they will be responsible for the full original amount plus any associated banking fees. Clients who initiate a chargeback will be permanently restricted from scheduling any future appointments or receiving services from our mobile veterinary practice. Any existing appointments will be subject to immediate cancellation.

Client Conduct & Safety

Zero Tolerance

We maintain a strict zero-tolerance policy for any form of verbal abuse, harassment, discrimination, or threats directed toward our staff. This includes all forms of communication, such as in-person interactions, phone calls, text messages, and email correspondence. Any violation will result in the immediate termination of the appointment (if applicable) and cessation of all future services.

Safe Environment

Prior to our arrival, clients must ensure the appointment area within the home is safe, clean, and free of any hazards (ex: slip risks, sharp objects, weapons, construction materials). For the safety of our staff, the main entry/exit door that the veterinary team utilizes (ex: the front door) must remain unlocked and unobstructed for the entire duration of the appointment.

Intoxication, Impairment, & Tobacco Use

We reserve the right to immediately terminate an appointment if any client or other person on the property appears to be under the influence of drugs or alcohol. We require that no tobacco products (including cigarettes, cigars, pipes, vaporizers, or e-cigarettes) be used inside the home during the appointment/immediately prior to the arrival window, or in the immediate vicinity of the mobile unit. If an appointment is terminated under this policy, the client will be assessed the cost of the exam fee (or the fee for services already rendered, whichever is greater), and all future services may be discontinued.

Right to Terminate Services

Our staff reserves the right to immediately end the appointment and leave the premises at any time if they feel unsafe, threatened, or if the environment is deemed medically inappropriate or hazardous to the staff's well-being or the patient's care. If an appointment is terminated under this policy, the client will be assessed the cost of the exam fee (or the fee for services already rendered, whichever is greater), and all future services may be discontinued.

Feral, Outdoor, or Hard-to-Handle Cats

Scope of Policy

This policy applies to all feline patients who meet any of the following criteria:

FERAL OR COMMUNITY CATS: Cats that are unsocialized or live primarily outdoors.

OUTDOOR & INDOOR/OUTDOOR CATS: Pet cats who regularly spend time outdoors and may be less accustomed to handling.

PREVIOUSLY FERAL/RESCUED CATS: Cats with a history of ferality or limited socialization, regardless of current behavior.

ANXIOUS OR AGGRESSIVE CATS: Pet cats that are difficult, aggressive, or extremely anxious during veterinary handling or transportation.

Pre-Appointment Confinement Requirement

All cats falling under this policy must be securely confined in a humane live trap or hard-sided carrier prior to the start time of the scheduled appointment. A humane live trap is recommended for feral or high-risk aggressive cats. If using a hard-sided carrier, a carrier with a front door and a top door is preferred.

IMPORTANT: For the safety of our staff, we will not attempt to catch, restrain, or transfer an unconfined feral or hard-to-handle cat from its location in the home, yard, or a difficult to reach area. The cat must be contained and accessible to the veterinarian upon arrival.

Preparation & Safety Guidelines

Bring the carrier inside and cover the carrier or trap with a towel or blanket immediately after confinement (ensure adequate airflow). This reduces stress and anxiety for the cat. Keep the contained cat in a quiet, confined area away from other pets and excessive noise until the veterinary team arrives.

Improperly Confined or Extremely Aggressive Cats

If the cat is not properly confined in an approved method upon the veterinary team's arrival and/or the cat poses a risk to the staff or itself:

The veterinarian will assess the safety risk. If the cat cannot be safely examined or treated, the appointment will end.
The client will be responsible for paying the full price of the exam fee, as the appointment time was reserved and the veterinary team traveled to the location.
The veterinary team may schedule an appointment for a later date and prescribe mild oral sedatives to be given prior to future visits if deemed appropriate.
The veterinary team may recommend a referral to a different clinic or an animal behaviorist.

Anxious or Aggressive Dogs

Scope of Policy

This policy applies to all canine patients who have a history of, or display signs of, aggression, reactivity, severe anxiety, or fear biting. This includes, but is not limited to, dogs who:

Require muzzling in a traditional clinic setting.
Have attempted to bite or have successfully bitten a person or animal.
Display severe fear, lunging, snapping, or growling when approached by strangers.
Are known to be protective of the space, food, or handler.

Safety Requirements Upon Arrival

For the safety of our staff, the following two requirements must be met before our veterinary team enters the premises:

SECURE LEASH CONFINEMENT: The dog must be wearing a properly fitted leash and collar. Retractable leashes not permitted. The dog must be physically restrained by the client.

The client must maintain control of the leash in a way that prevents the dog from approaching or making contact with the veterinary staff until instructed otherwise.
If the dog must be in another room or crated during the initial discussion, the crate must be secure, or the door to the room must be firmly closed.

MUZZLE APPLICATION: If the dog has a history of aggression, biting, or a high likelihood of defensive aggression during handling:

The dog must be wearing a properly fitted muzzle before the start of the appointment.
The client is responsible for ensuring the muzzle is correctly fitted and that the dog is acclimated to wearing it prior to our arrival.

Improperly Restrained or Extremely Aggressive Dogs

If the above safety requirements are not met and/or the dog poses a risk to the staff or itself:

The veterinary team will not proceed with the examination.
The client will be responsible for paying the full price of the exam fee, as the appointment time was reserved and the veterinary team traveled to the location.
The veterinary team may schedule an appointment for a later date and prescribe mild oral sedatives to be given prior to future visits if deemed appropriate.
The veterinary team may recommend a referral to a different clinic or an animal behaviorist.