Terms of Service and Relationship Expectations
At Ruff Day Vet, we are dedicated to providing exceptional veterinary care in a collaborative, respectful environment. Below, we outline our commitment to you and your pet, as well as the expectations we have from our valued clients to ensure a positive and successful relationship.
Building relationships through mutual trust
We use a modified version of the American Veterinary Medical Association’s Positive Pet Care Guide to communicate our expectations for conduct, for both clients and staff.
As a client of Ruff Day Vet, you can expect the following:
Respect and Compassion
To be treated with consideration, respect, and compassion by all members of our team.
Informed Choices
To be presented with a range of care options that address your pet’s needs, with the freedom to accept, decline, or discuss these options.
Transparency
To know who is providing your pet’s care and to be assured that it complies with applicable laws.
Feedback
To have your constructive feedback welcomed and thoughtfully considered.
Availability
To have clear contact information and office hours for ongoing care and questions or concerns.
Punctuality and Communication
To be seen on time or to be notified of any delays, respecting your time.
Financial Clarity
To be informed of the costs associated with veterinary services and available payment options without assumptions.
Confidentiality
To have your medical and personal information held in confidence, with access to copies or summaries of medical records upon request.
Expectations from Our Clients
In return, we ask the following of you:
Mutual Respect
Demonstrate consideration and respect toward all members of our team, other clients, and their pets.
Compliance with Treatment Plans
Follow agreed-upon treatment plans to the best of your abilities and communicate openly about any questions or assistance needed.
Expectations for Communication
Please communicate through email or text for issues that do not necessitate a phone call.
Responses to correspondence may take up to one business week (depending on circumstances).
For non-urgent and non-emergency issues that require a phone call, we ask that you schedule one in advance via text or email. Please state your preferred date and a time range, and we’ll find a time that works for everyone.
Honoring Days Off
We are able to provide high quality veterinary service because we honor our needs for rest and recovery, practicing the very medicine that we preach to our patients and clients. However, many of our “days off” are dedicated to working on improving our business’ systems and operations, and are necessary to run a healthy, resilient business.
If you contact us on our days off (typically Thursday, Friday and Saturday), you will not hear from us until we are back in the office.
If you or your pet are experiencing an emergency, please do not wait for a response from us to act and get appropriate help.
Performing Self-Scheduling Online
We've invested in user-friendly technology to empower you to manage your appointments. Our online system shows our availability in real-time and allows you to quickly perform self-scheduling, a task that helps us to keep our appointment costs lower, dedicate more time to direct patient care, and invest time to improve our services.
It is our expectation that you will perform self-scheduling on our website’s Client Login page, and that you will use confirmation emails to reschedule and cancel appointments.
Use our automated scheduling emails to reschedule or cancel appointments.
For existing clients, you may schedule appointments for current patients on our Client Login page.
We are more than happy to provide personalized instruction on performing the online scheduling duties listed above. Simply ask for an in-person tutorial at your next visit, and we’ll make sure you are able to successfully navigate these tasks.
Accommodations to address accessibility challenges will be addressed on a case-by-case basis.
Take responsibility for keeping track of your appointments, and managing them to the best of your ability.
Punctuality
Arrive on time for appointments or notify us in advance if you need to cancel or will be late.
Arriving 5-10 minutes late: Your appointment may be shortened to fit the remaining time.
Arriving more than 10 minutes late: You may need to reschedule, and a no-show fee may apply.
Cancellations and Rescheduling
If you need to cancel your appointment, please inform us at least 72 hours in advance but we greatly appreciate it if you inform us as early as you can in advance of any scheduling changes.
Late schedule changes prevent other patients who need our help from receiving care and negatively impact our business.
Cancellations or rescheduling with less than 72 hours' notice: Subject to a last-minute cancellation fee of 25% of the appointment cost.
Cancellations or rescheduling within 48 hours: Charged 50% of the appointment cost.
Cancellations or rescheduling within 24 hours and no-shows: Charged 100% of the appointment cost.
By rescheduling or canceling your appointment as early as possible, you help us provide timely care to all our clients and meet the needs of our small practice.
Payment
Meet agreed-upon financial obligations related to the services provided.
Due at the time of service, we accept cash, checks, credit and debit cards.
Prices are subject to change at any time without notice.
Informed Participation
Engage actively in decisions about your pet’s care, seeking clarity and providing relevant information about your pet’s health and medical history.
Privacy Policy
Data Protection: At Ruff Day Vet, we commit to protecting your personal and medical information with strict privacy protocols, sharing details only as required by law or with your explicit consent. While we strive to select third-party services like Google, Squarespace, and Acuity Scheduling that align with our privacy standards, these platforms operate under their own distinct privacy policies. We do our best in good faith to review these policies to ensure compatibility with our standards. However, given our limited resources, we encourage our clients to be proactive and review these policies themselves.
Security Measures: Our records are protected with advanced encryption, accessible only to authorized personnel. We continuously monitor the security practices of our third-party service providers to ensure compliance with our standards. Despite our efforts, we recognize there are limitations in overseeing external platforms thoroughly.
We welcome our clients to play an active role by bringing any discrepancies or concerns to our attention. This collaborative approach helps us maintain a secure and trustworthy environment, ensuring the privacy and integrity of our client and patient data is upheld to the highest standard possible.
Transparency and Ethical Practice
Service Integrity: We are committed to ethical practices in all our operations, upholding the principles of veterinary medical ethics.
Community and Environmental Responsibility: We engage with our community responsibly and make environmentally conscious decisions.
Prioritizing Mental Health Care in Veterinary Medicine
In Support of Not One More Vet (NOMV), we uphold a commitment to creating a welcoming and inclusive environment. Discrimination is not tolerated, and we strive to ensure all interactions within our facility are respectful and supportive.
Handling Setbacks
We recognize that despite our best efforts, challenges may arise. We are committed to working through any issues with grace and learning from them to improve our services continually.
By adhering to these terms, we foster a strong and positive partnership rooted in mutual trust and respect, aimed at providing the best care for our patients. We thank you for choosing Ruff Day Vet and look forward to continuing to serve you and your pet with dedication and care.