Our Policies

New Client Information & Hospital Policies

Welcome to Highline Veterinary Hospital! We are honored that you have chosen us to partner in your pet’s care. To establish a safe, mutually respectful, and efficient environment for our medical team, our
clients, and our patients, we request that you review and sign our standard hospital policies below prior to your appointment.

Client Code of Conduct

To maintain an environment focused on healing, safety, and excellent medical care, we hold our staff to the highest professional standards and ask the same level of respect and cooperation from our clients.

1. Zero Tolerance for Abusive Behavior
We maintain a strict zero-tolerance policy for verbal abuse, profanity, screaming, aggressive gestures, or discriminatory language directed toward any member of our veterinary team, client care staff, or other visitors. Violations will result in the immediate termination of the client-veterinarian relationship.

2. Safety and Pet Restraint
For the safety of all animals and humans in our facility, all dogs must be kept on a secure, standard non-retractable leash and under short control at all times. All cats must arrive and remain in an enclosed, secure carrier. If your pet has a known history of fear, reactivity, or aggression, please notify our team via phone before entering the building so we can accommodate your arrival safely.

3. Mutual Collaboration & Financial Responsibility
We believe the best medical outcomes occur when clients and medical teams work collaboratively. We expect open communication regarding your pet’s history, compliance with mutually agreed-upon treatment plans, and prompt payment for services rendered. Please note that payment in full is due at the time services are rendered. A detailed estimate of charges can be provided for any treatment plan upon request before services are performed.

Highline Vet Appointment Cancellation Policy

Our goal is to provide timely, high-quality care to all of our patients. When you schedule an appointment, that time is set aside exclusively for your pet and our medical team.

To help us secure our doctors’ time and ensure we can accommodate as many patients in need as possible, we have established the following deposit and cancellation policy.

1. Standard & Multi-Pet Appointments

• When Deposits Apply: A deposit may be required to secure your appointment time if you are a first-time client or if you are booking appointments for multiple pets on the same day.

• Cancellation Notice: We kindly ask for more than 24 hours’ notice if you need to reschedule or cancel your appointment.

• Late Cancellations & No-Shows: If you cancel or reschedule with less than 24 hours’ notice, or if you miss your appointment entirely, your deposit will be deemed non-refundable and will be retained in full.

2. Surgeries & Traveling Specialists (Cardiology, Ultrasound, etc.)

• When Deposits Apply: A deposit is required to hold all scheduled surgery slots, as well as appointments requiring external mobile specialists (such as traveling cardiologists or ultrasound specialists).

• Cancellation Notice: Surgery slots and specialist visits require a significant block of our medical team’s time, and specialists travel directly to our clinic specifically for your pet. Therefore, we require at least 72 hours’ notice if you need to cancel or reschedule.

• Late Cancellations & No-Shows: If a surgery or specialist appointment is cancelled or rescheduled with less than 72 hours’ notice, the deposit will be non-refundable and retained in full to cover the specialist’s booking fees and our team’s dedicated time.

How to Cancel or Reschedule

If you need to make changes to your pet’s appointment, please contact us during our standard operating hours:

• Our Hours: Monday through Friday, 8:00 AM – 5:00 PM (Closed Weekends)

• Phone: 206-243-2900

• Email/Text: info@highlinevet.com