Animal Medical Group Policies

At Animal Medical Group Veterinary Clinic we aim to provide the best service and atmosphere for our clients and their pets. To facilitate this, we adhere to the following policies to making your visit and interaction with us safe, open, reliable and hassle-free.  Please take some time to read them carefully.

Appointment policy

Schedule appointment
We operate on a scheduled appointment basis.  We do accept walk-ins, but scheduled appointments will always be seen first except in cases of emergencies.   

Appointment time
We make every effort to see your pets at their scheduled appointment time.  If you cannot keep an appointment, please contact us so we that we may offer the time slot to another pet.  Being more than an hour late is deemed to be a cancellation.  Seeing a client and their pet under such circumstance is solely at the discretion of the consulting veterinarian. Please note that appointment hours are not necessarily the same as opening hours. 

Payment policy

Cost of services
The duration of the appointment, the severity and complexity of your pet’s medical condition and the number and amount of materials and medication required determine the cost of service delivery.

You may request cost estimates before we initiate treatments for your pet. Where your pet’s medical condition changes we will keep you abreast of the new charges. It, therefore, becomes critical for you to indicate the best way to get in contact with you: phone calls, text messages or email.  

Make full payments at the time of service delivery. For your convenience, we accept Visa, Mastercard, and cash.  

If you fail to settle your payments after service delivery, we will remit a non-payment invoice for settlement to you. Failure to pay within the stipulated period will result in Animal Medical Group initiating action to recover said outstanding payments.  

Complaints policy

At Animal Medical Group we pride ourselves on providing quality service delivery to you and your pet.  We hope you will never have to complain about us.  If you, however, have a complaint, we encourage you to present it to reception first.  If you feel that it remains unsettled for any reason, please contact the management for prompt resolution.

Termination of services policy

Animal Medical Group reserves the right to terminate our service delivery to any client if the relationship between us and said the client is irretrievably broken down.  We will indicate this termination in a letter sent to the client.

If the client wishes, we may offer emergency services for a short period to permit finding another veterinary clinic of their choice.  The medical files held in our possession will be turned over to the client on request. There may be a fee for printing.  

Data policy

Animal Medical Group and its employees hold all professional and client data in strict confidence.  We send marketing information to all our clients.  Please indicate to us If you wish that your contact details not be so used.  

Animal Medical Group may, at the request of law enforcement or a court of law, reveal confidential information held but not before duly informing you the client.  

Pet arrival policy

For the safety of your pet, those of others and our clients:

  1. All dogs must be leashed and under the control of their owners before entering the clinic and must continue to be so while in the waiting areas and examination rooms; and 
  2. All cats must be in an appropriate cat carrier before entering the clinic and must continue to be while in the waiting area and examination rooms. 

Ownership of records

Case records including x-rays, laboratory records, medical notes and other similar documents are the property of, and will be retained by Animal Medical Group. A history of the case will be given to another veterinarian taking over the case. Transfer of these records will attract a fee payable to Animal Medical Group.