Mutual Respect Policy

Our compassionate and knowledgeable team can answer your questions and concerns, including our client service representatives, certified veterinary technicians, veterinary assistants, and managers. All team members should be treated with the same respect as our doctors. If team members are relaying advice or information, they have been authorized and trained by the doctors to provide this communication. We take pride in mutually respectful relationships that benefit you, your pet, and us.

Veterinary-Client-Patient Relationship (VCPR) Policy

By law, we must establish a veterinary-client-patient relationship (VCPR) to provide medical care for your pet. This is defined  as our doctor physically examining your pet within the past 365 days. A VCPR is required to request refills of prescription medications and food, ask questions about health status or behavior, and request certain services such as telemedicine. We cannot provide these services if we do not have a legally valid VCPR.

Scheduling Policy

We see patients by appointment only. Walk-in urgent care and emergency patients will be triaged and seen based on medical priority or referred to a veterinary emergency hospital. Call us before seeking care because we have limited urgent care appointments reserved in daily schedules. If we have reached maximum patient capacity, we will refer you to an emergency hospital so your pet may receive timely care. Schedule appointments by phone 763-689-4604 or 320-679-4197 or book online. For after-hours emergency care, contact AERC at 651-293-1800.

Our veterinarians are not available for consultations outside of scheduled appointments and subsequent follow-ups. If you want to speak directly to a veterinarian about your pet’s health concern, please schedule an appointment or telemedicine consult. If you are unsure whether you need to consult with a doctor, call our client service team.

Appointment Deposit Policy

With the increased demand for appointments and wait times for veterinary services, it has become more challenging for our clients to schedule timely visits. Coupled with this, we have seen an increase in the number of clients failing to show up for scheduled appointments, despite email and text reminders.

To keep appointments available – and reduce wait times for all patients – East Central Veterinarians requires a deposit to schedule an appointment for new clients and existing clients who have had two or more missed doctor appointments in the past three years. The amount is fully credited to their visit and is only non-refundable if the patient doesn’t attend the scheduled appointment or gives less than 24 hours’ notice to cancel or reschedule a doctor appointment.

Late Policy

We ask you to arrive before your scheduled appointment time so you may benefit from your full exam time. New client and patient history forms should be completed in advance to help our medical team prepare for your pet’s visit. A grace period of 10 minutes will be granted for unforeseen delays that you may encounter while traveling to our hospital. If you arrive more than 10 minutes late for an appointment, we will offer options of being rescheduled or if our schedule permits seen as a work-in or day admission. We strive to ensure clients and patients are seen in a timely manner and appreciate your on-time arrival. Clients who have multiple late arrivals for appointments may need to make a deposit for future visits or be seen as a day admission. Additional fees will apply.

Cancellation Policy

Payment Policy

Payment is required at the time services are rendered. For certain situations—such as emergencies, surgeries, infectious disease cases (i.e. parvo), and for new clients—prepayment may be required.

For your convenience, we accept cash, as well as credit and debit cards. We also offer financing options through Scratch Pay and CareCredit.

We provide detailed treatment plans, including estimated services and fees, for all hospitalized patients, surgical procedures, and dental treatments. Should your pet’s medical condition change unexpectedly, we will promptly inform you of any updates to their care and associated costs.

You are welcome to inquire about the cost of your pet’s care at any time.

Medical Records Policy

You are entitled to a complete and thorough copy of your pet’s medical records at any time, including transferring them to a third party for adoption of new pets, housing verification, or scheduling of boarding, daycare, training, or veterinary specialist appointments. Medical records will be transferred by your request on the next business day. Record transfers may only be made by the listed agent(s) on the account. Record transfer requests can be done by phone 763-689-4604 or 320-679-4197 or on our website www.ecv.vet under client resources. Upon termination of the VCPR, we will transfer your pets’ records by email to a veterinary hospital of your choice.

Prescription Policy

By law, we must have established a veterinary-client-patient relationship (VCPR) with one of our doctors within the past 365 days. A VCPR and prescription is required to request refills of prescription medications and prescription foods. We are happy to fill prescriptions here at East Central Veterinarians, through our online store, or to send a written prescription to allow our clients to fill prescriptions at the pharmacy of their choice.

Payment Options

Paying For Your Pet’s Care

We understand that billing can feel personal – and we’re here to help. At East Central Veterinarians, we believe that every pet deserves quality care, and we know that cost is an important part of making the best decisions for your pet’s health.
After your pet’s exam, we’ll go over a clear treatment plan with you, including all associated costs. You’ll always be in control of your pets care, & we’ll provide the level of treatment you choose – no surprises, no pressure.
Flexible Payment Options
We want paying your bill to be as manageable as possible. That’s why we accept a variety of payment methods:

• Cash
• Credit/debit cards (Visa, Mastercard, Discover, American Express)
• CareCredit
• Scratch Pay

We also offer customizable Wellness Plans (please put hyperlink here) that allow for convenient monthly payments tailored to your pet’s routine care needs.
Please Note:  For safety and compliance reasons, we’re unable to issue refunds for unused medications once they’ve left the hospital.
If you have any questions or need assistance, our team is here to support you every step of the way.

Scratchpay

Scratchpay is not a credit card and does not require a credit check and thus does not affect your credit score. It’s a way to pay for the costs of many treatments and procedures and allows you to make convenient monthly payments. The process from application to decision takes only a few minutes. You can apply at home or at our clinic.

Care Credit

CareCredit is a healthcare credit card designed for you and your pet’s healthcare needs. It’s a way to pay for the costs of many treatments and procedures and allows you to make convenient monthly payments. Care Credit only allows authorized users the ability to use the card, thus they require you to show two forms of identification at the time you use the card. If you are sending a family member or friend to ECV to make a payment on your account please make sure you have contacted Care Credit to make them an authorized user.