Travel Fee and Service Area Policy

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We proudly provide mobile and in-home services throughout Newport News, Virginia, and the surrounding Hampton Roads areas.

Travel Fees:
A travel fee may apply depending on your location. This fee helps cover mileage, travel time, and transportation costs associated with providing mobile care.

• Travel fees are automatically calculated at checkout based on distance from our service location. (Newport News, Va.)
• You will be notified of any applicable fees.

Locations may be declined if unsafe or inaccessible

 1. Cancellations and Rescheduling
We understand that unexpected situations can arise. As a mobile service provider, our appointment times are limited and carefully scheduled to serve all clients efficiently. We kindly ask that any cancellations or rescheduling requests be made at least 24 hours in advance. This allows us to offer the appointment slot to another client in need.

Cancellations made less than 24 hours before the scheduled appointment, or missed appointments, may be subject to a $65 cancellation fee.

2. Client Appointment Availability & Grace Period

If you are unavailable at the time of your scheduled appointment, services may not be completed in their entirety. In such cases, another appointment will be required to finish the remaining services.

A 10-minute grace period is provided from the start of your appointment time. After this period:

• You will forfeit the ability to schedule in the future. 
• The Technician Travel Fee will not be refunded.

3. Payments
All remaining balances are due at the time services are completed. Failure to submit payment at that time will result in suspension of future booking privileges.

4. Pets Requiring Sedation or anxiety medication
If your pet requires anxiety or sedation medication for veterinary visits, please administer medication(s) as prescribed prior to your appointment to ensure your pet’s comfort and safety.

5. Accepted Payment Methods

 💳 Credit & Debit Cards
All major cards are accepted at the time of service or during online booking.
At this time, checks and cash are not accepted.

While our team is trained in advanced behavior and handling techniques, there may be situations where aggression prevents us from safely completing services. In these cases:

• We will assess what can be safely accomplished during the visit.
• We may recommend scheduling a follow-up appointment with pre-visit sedation prescribed by a veterinarian.
• We may suggest alternative care options, including referral back to your primary veterinarian, where appropriate sedation or anxiety medication can be prescribed or adjusted.
• If a service cannot be completed due to safety concerns, the Technician fee will still apply for the attempted care and professional assessment.

 All cats must be accessible and secured in a carrier prior to our arrival. If your cat cannot be safely handled or contained, the services may not be completed. 

• Clients must disclose any history of aggression or anxiety.
•  Dogs or cats displaying aggressive, fearful, or reactive behaviors may require additional safety measures, specialized handling, and extended appointment time. To support these precautions, an additional $50 fee will be applied to the standard Technician Service Fee. 
• The technician may refuse service if a pet's behavior poses a safety risk.
• Muzzles or restraint methods may be used when appropriate.

• The technician does not diagnose, prescribe, or perform veterinary-only procedures.
• All medical decisions must be overseen and prescribed by a licensed veterinarian.
• Clients must provide current veterinary and vaccine information. 

Your pet’s well-being is our top priority. We ensure professional, safe, and consistent care through close communication with your veterinarian.

🐾 Updates You Can Trust
Behavior, appetite, wound care, and medication notes are shared promptly with your veterinarian.

🩺 Following Veterinary Guidance
All instructions are implemented exactly as prescribed, giving your pet safe and effective care.

💡 Peace of Mind
With coordinated care, you can relax knowing your pet’s health is monitored and supported at every step.

🏡 Stress-Free Experience
Care is provided in the comfort of your home, with your veterinarian kept informed throughout.

•  Severe weather may result in rescheduling.
• Locations must be safe and accessible.