Pahoa Animal Hospital Services Policies

Mahalo for trusting Pahoa Animal Hospital with your pet’s care. Our goal is to provide high-quality, compassionate veterinary services in a safe and respectful environment for our patients, clients, and staff. The following policies help us operate efficiently and ensure the best experience for everyone.

Established Client Status
​To maintain established client status, pets must receive a wellness exam at least once every 12 months with one of our veterinarians. This is a legal requirement in order for our veterinarians to prescribe medications. 
Maintaining an active client status allows access to:

• Prescription refills
• Routine services
• Technician/nurse appointments
• Additional hospital services

Clients without a current exam will be required to schedule an appointment before services can be provided.

Safety
For the safety of all patients and clients:

• All pets must be secured in a carrier or on a short leash while on hospital premises.
• If you are unable to provide appropriate restraint, please notify us in advance so we can assist. We have leashes and carriers available to borrow.
• Clients are responsible for maintaining safe control of their pets at all times and respecting the space of others.

Appointments
Appointments may be scheduled by phone, email, or through the request form on our website. Please note:

• Our schedule is often booked in advance due to high demand.
• We maintain a cancellation waitlist for established clients and will do our best to accommodate sooner appointments when possible.
• We do not accept walk-in appointments.
• Arrival more than 10–15 minutes late may require rescheduling.
• Appointments are allotted 30 minutes; extended visit times may incur additional fees

We strive to stay on schedule; however, emergency cases and unexpected situations may occasionally cause delays. We appreciate your patience and understanding. Pahoa Animal Hospital reserves the right to refuse service at any time.

New Clients We are not always able to accept new clients. In this case, you may request to be added to our waitlist, and we will contact you if/when availability opens.

Client Conduct
We are committed to maintaining a respectful and safe environment for our staff and clients. We ask that all clients communicate respectfully in person, by phone, email, and online. Behavior that is considered inappropriate includes, but is not limited to:

• Rude behavior
• Verbal or physical harassment, threatening or intimidating behavior
• Use of abusive or profane language
• Damage to hospital property

Any behavior that makes staff or other clients feel unsafe will not be tolerated. Failure to follow these guidelines may result in:

• Termination of client status
• Refusal of future services
• Removal from hospital premises by security and/or the local authorities.

​Flea Prevention Policy
To protect all patients, we require pets to be on an active flea prevention program. If fleas or flea evidence are found on your pet during a visit:

• A fast-acting oral flea treatment may be administered
• A medicated flea bath may be recommended if necessary

These services will be added to your invoice. Please note that these treatments are temporary measures and not substitutes for ongoing prevention. Our team is happy to recommend effective preventative options for your pet.

Pet Abandonment and Neglect
Pets left in our care and not claimed within 3 days, without prior arrangement, may be considered abandoned. In such cases:

• Reasonable attempts will be made to contact the owner using the information on file
• Animal Control Services will be notified

Owners remain financially responsible for all services provided during the pet’s stay.
If we observe signs of neglect or abuse, we are required to report this to Animal Control. We are not responsible for actions taken by authorities following such reports.

No-Show, Late Arrival, and Cancellation Policy
Appointment times are in high demand. Missed or late appointments limit our ability to care for other patients. The following policies apply:

• Missed appointments (no-shows), late arrivals, or cancellations with less than 24 hours’ notice may incur a fee
• After three such occurrences, a non-refundable deposit for the full appointment cost will be required for future bookings
• Deposits will be applied toward the final invoice at the time of that appointment. If the appointment is missed, no refunds for that deposit will be given.

For prepaid therapy or treatment packages:

• Missed or late-cancelled appointments will be considered forfeited
• No refunds will be issued for unused sessions in these cases

Pharmacy and Prescriptions
To ensure safe and effective care:

• Please allow 24–48 hours for prescription refill requests
• Some medications require periodic exams or diagnostic testing before refills can be approved
• Certain conditions (such as ear or skin issues) may require recheck appointments before additional medication is dispensed
• Controlled medications require the client’s ID card kept on file and a signature when picking the controlled medication up. Rules regarding refills may be stricter than non-controlled medications.

We are unable to accept returns of prescription drugs for resale or refund once they have left the premises. Federal and state regulations, along with pharmacy board guidelines, prohibit re-dispensing medications because their safety, storage temperature, and integrity cannot be guaranteed once they leave the pharmacy.
We partner with trusted home delivery services for your convenience, including online pharmacies and prescription diet providers.

Financial Policy
Payment is due in full at the time services are rendered. We accept:

• Credit cards (Visa, MasterCard, American Express, Discover)
• Debit cards
• Cash
• Financing options are available through CareCredit (subject to approval)

Additional policies:

• Procedures exceeding $400 require a 50% deposit prior to treatment
• Pet insurance is encouraged as a way to help manage unexpected veterinary costs. Pet insurance is recommended at a young age because of the increased chance of coverage
• All sales are final

Privacy Policy
Pahoa Animal Hospital is committed to protecting your personal information. By using our services, you consent to the collection and use of your information for purposes including:

• Providing medical care and services
• Communicating about your pet’s health and appointments
• Processing payments
• Sending updates, promotions, or relevant information
• Legal compliance and internal business operations

We take reasonable measures to safeguard your information and do not share personal data beyond what is necessary to provide services or as required by law. You may opt out of marketing communications at any time by contacting our office.

Photo and Video Release
Pahoa Animal Hospital may take photographs and/or video recordings of patients for medical, educational, and promotional purposes. By receiving services at our hospital, you grant permission for:

• Photography or video of your pet while on the premises
• Use of these images for medical records, training, website content, and social media

No personally identifying information will be shared without additional consent. If you prefer not to have your pet photographed or recorded, please inform our staff in advance. We will make every reasonable effort to accommodate your request. All images and recordings remain the property of Pahoa Animal Hospital and may be used without compensation.

​Treatment Consent and Medical Liability Waiver
By seeking care and services from Pahoa Animal Hospital, you authorize our veterinarians and staff to perform examinations, diagnostics, treatments, and procedures deemed necessary for your pet’s health and well-being. You acknowledge and understand that:

• Veterinary medicine is not an exact science, and no guarantees or assurances can be made regarding outcomes or results
• Diagnostic and treatment plans may change based on your pet’s condition and response to care
• There are inherent risks associated with all medical treatments, procedures, anesthesia, and medications
• Noncompliance and declining recommendations, treatments, diagnostics and medications make it extremely difficult to provide appropriate care for your pets.

You agree to:

• Assume financial responsibility for all services provided
• Provide accurate and complete medical history and information about your pet
• Follow recommended treatment plans and discharge instructions to the best of your ability

Pahoa Animal Hospital, its veterinarians, and staff shall not be held liable for outcomes resulting from unforeseen complications, pre-existing conditions, or failure to follow medical recommendations. We appreciate your cooperation with these policies and thank you for allowing us to care for your pet.

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