Practice Policies
To ensure we can maintain an efficient schedule, reach all our clients safely, and deliver the highest quality of service, McGee Veterinary Service LLC (dba McGee Mobile Vet Service) has outlined the following guidelines and 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 (last updated September 2026). By scheduling an appointment or utilizing our services, clients agree to these terms and acknowledge their responsibility to periodically review them.
How to Contact Us
Communication During Office Hours
During office hours (available on our homepage), our team is available to answer your calls. If we are unable to answer, please leave a detailed voice or text message.
We strive to return all calls and messages received during office hours on the same or next business day.
After-Hours & Weekend Communications
NON-URGENT MESSAGES:
If your message concerns scheduling, billing, general inquiries, or prescription refills, we will return your inquiry during our next business day.
URGENT END-OF-LIFE/EUTHANASIA:
If you need urgent assistance with end-of-life care outside of normal business hours, you must CALL our emergency line (ext. 1) and leave a detailed voicemail explicitly stating that your situation is urgent. While we do our best to respond to after-hours urgent inquiries promptly, we do not guarantee after-hours response or availability.
CRITICAL MEDICAL EMERGENCIES (Poisoning, Trauma, Acute Illness):
McGee Mobile Vet Service does NOT provide after-hours or weekend medical care, emergency appointments, or triage. If your pet has ingested poison, experienced trauma, or is showing severe medical distress, do not contact us or wait for a response. Transport your pet immediately to the nearest 24-hour emergency veterinary hospital. For clear guidance on recognizing a veterinary emergency and a list of Phoenix-area emergency vet hospitals, please review our blog post on emergency situations.
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.
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.
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.
Inappropriate Prescription Requests & Medication Misuse
We monitor for signs of medication misuse and diversion. This includes, but is not limited to:
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Requesting medication dosages that exceed veterinary standards.
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Submitting online pharmacy requests for unapproved medications or unauthorized autoship intervals.
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Frequent requests for early refills, or repeated claims of lost, spilled, or stolen medications.
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Administering higher or more frequent doses than prescribed without prior veterinary approval.
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Demanding, manipulative, or aggressive behavior directed at our staff regarding prescription authorizations.
Engaging in the above acts will result in termination of the veterinary-client-patient relationship (VCPR) and dismissal from our mobile practice.
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.
Same-Day Appointments
Same-day appointments are offered strictly based on the current day's availability and route flexibility and are not guaranteed to be available.
After-Hours Appointments
Appointments scheduled outside of our publicly advertised appointment availability (as listed on our homepage) are considered after-hours appointments. Appointments booked during these times will incur an after-hours fee. This fee is added to the total cost of services rendered. After-hours appointments are subject to availability.
Telehealth/Virtual Appointments
McGee Mobile Vet 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.
Cancellation & Rescheduling
Late Cancellation Fee
Appointments canceled with less than 24 hours' notice will be subject to a cancellation fee of $50.
Note: Cancellation fee is waived for end-of-life care appointments due to the unpredictable nature of these situations.
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
Prescription Fulfillment Options
OUR MOBILE PHARMACY:
For your convenience and for immediate needs, McGee Mobile Vet Service carries prescription medications that can be purchased during your scheduled in-home vet appointment.
MCGEE VET ONLINE PHARMACY:
Recommended for refills and home delivery. A full range of medications, food, and preventatives delivered directly to your home. Auto-ship available. Click here to be taken to our online pharmacy.
WRITTEN PRESCRIPTION:
A physical, signed prescription to fill at a pharmacy of your choice. Clients are entirely responsible for submitting the prescription to their chosen pharmacy (including uploading to online retailers or delivering to local pharmacies). Written prescriptions are available upon request and can be mailed for a small service fee.
Refill Requests
Refill requests for existing prescriptions can be submitted via our online pharmacy, or by call, text, or email.
***To ensure your pet never misses a dose, please submit prescription refill requests 5-7 business days before your current supply runs out:
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Veterinary Approval: Allow 1-2 days (excluding weekends and major holidays) for our team to review and approve your request.
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Online Pharmacy Orders: Once our team has approved the prescription refill request and the client has paid, our online pharmacy requires additional time for fulfillment and home delivery. Different shipping options/speeds are available at checkout.
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Written Prescriptions: If you prefer a physical written prescription to be mailed to your home, please account for an additional 3-5 business days for USPS delivery in addition to our internal approval time.
External Pharmacy Communication
To maintain efficiency, reduce errors, and dedicate our full attention to patient care: we do not fax, email, or call in prescriptions to external/third-party pharmacies.
Valid VCPR (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, credit cards**, and debit cards.
*Cash Payments: For the safety of our mobile team, we do not carry change. If paying with cash, please be prepared with the exact amount. Any overpayment will be credited to your account for future use.
**Credit Card Payments: Credit card payments incur a 3% processing fee/surcharge.
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.
Emergencies
Severe Trauma or Life-Threatening Symptoms
McGee Mobile Vet Service is a mobile practice and is not equipped or staffed to handle surgical procedures or critical care. We do NOT provide after-hours or weekend medical care, emergency appointments, or triage.
For true emergencies, such as severe trauma or life-threatening symptoms, it is always best to go directly to the nearest 24-hour emergency veterinary hospital. For guidance on what constitutes a veterinary emergency and a list of Phoenix-area emergency veterinary hospitals, please review our blog post on emergency situations.
Managing Chronic Conditions
Chronic Condition Management (CCM) Appointments
At McGee Mobile Vet Service we are committed to the long-term wellness of pets living with chronic illnesses. To support consistent care, we offer a discounted Chronic Condition Management (CCM) Exam. This discounted rate is only available to homes within our service area.
QUALIFYING CRITERIA:
To qualify for the CCM rate, the appointment must meet the following requirements:
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Forward-Booking: The appointment must be scheduled during a previous visit. This ensures a proactive care plan is in place.
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Established Diagnosis: The pet must have a pre-existing diagnosis already managed by our practice.
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Singular Focus: The visit is dedicated solely to the monitoring and treatment of that specific chronic condition. No other services, such as vaccines, will be performed during CCM visits.
INCLUDED CONDITIONS & TREATMENTS:
This exam tier is intended for routine monitoring, prescription management, and recurring therapeutic injections, including but not limited to:
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Osteoarthritis Management: Librela, Solensia, or Adequan injection cycles
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Allergy Management: Routine cytopoint injections, prescription diet adjustments
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Endocrine & Internal Medicine: Follow-up bloodwork or medication adjustments for Addison's Disease, IBD, thyroid issues, etc.
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Kidney Disease: Routine subcutaneous fluid therapy and renal monitoring.
EXCLUSIONS & REVERTING TO STANDARD FEES:
To maintain the discounted rate, the scope of the visit must remain focused on the chronic condition. The standard exam fee will apply if:
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Preventative Care: Other routine services, such as vaccinations, heartworm testing, or wellness screenings, are performed during the visit.
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New Medical Concerns: Any new or unrelated symptoms are discussed or examined (ex, "While you're here, can you look at this new lump/ear infection?")
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Acute Flare-ups: The chronic condition has progressed to an acute crisis requiring intervention or significant diagnostic changes.
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Lapsed Schedule: The appointment was not forward-booked or the recommended treatment interval was missed.
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, hard-sided carrier, or small room without places to hide prior to the start time of the scheduled appointment. Feral or high-risk aggressive cats must be contained in a humane live trap or hard-sided carrier. 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 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:
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The veterinarian will assess the safety risk. If the cat cannot be safely examined or treated, the appointment will end.
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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.
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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.
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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:
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Require muzzling in a traditional clinic setting.
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Have attempted to bite or have successfully bitten a person or animal.
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Display severe fear, lunging, snapping, or growling when approached by strangers.
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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.
MUZZLE APPLICATION: If the dog has a history of aggression, biting, or a high likelihood of defensive aggression during handling:
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The dog must be wearing a properly fitted muzzle before the start of the appointment.
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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:
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The veterinary team will not proceed with the examination.
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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.
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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.
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The veterinary team may recommend a referral to a different clinic or an animal behaviorist.