Client Rights and Responsibilities

Mutual Respect Policy

Our compassionate and knowledgeable team can answer your questions and concerns, including our client service representatives, licensed technicians, veterinary assistants, managers, groomers, and all staff. 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.

Medical Records and Veterinarian-Client-Patient Relationship Policy

By law, we must establish a veterinarian-client-patient relationship (VCPR) to provide medical care for your pet. This is defined in S.C. Regulation 120 as one of our doctors physically examining your pet within the past 365 days. A VCPR is required to request refills of prescription medications and food, ask questions about your pet’s health status or behavior, and request certain services. We cannot provide these services if we do not have a legally valid VCPR.

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 the adoption of new pets, housing verification, or scheduling of boarding, daycare, training, or veterinary specialist appointments. Medical records will be transferred at your request on the next business day. Records transfers may only be made by the listed agent(s) on the account. Upon termination of the VCPR, we will transfer the pet’s records by email to a veterinary hospital of your choice.

Refund/Return of Medications Policy

Following the South Carolina Code of Laws, Title 40 we are not legally permitted to restock prescription medications that have been opened and then returned. Unopened medications with intact tamperproof packaging (i.e. foil wrapper, sealed prepackaged container) may be eligible for returns in some cases. The clinic will not provide refunds for medications that leave the building and are no longer in intact tamperproof packaging (i.e. foil wrapper, sealed prepackaged container). Refunds of intact tamperproof packaging (i.e. foil wrapper, sealed prepackaged container) medications will be limited to within 24 hours of purchase and are not guaranteed.

Please be aware that very few medications are dispensed in intact tamperproof packaging (i.e. foil wrapper, sealed prepackaged container). Any medication dispensed in a pill vial with loose tablets, capsules, or powders cannot be refunded or returned after leaving the building.

If there are medications that you need to dispose of please refer to the DHEC website for a list of proper disposal sites, https://scdhec.gov/environment/recycling-waste-reduction/unwanted-medications. The clinic cannot accept donations or returns of unused open medications.

Unopened nonprescription items in their original packaging may be returned for a full refund up to a maximum of 10 days from the date of purchase. Items must be accompanied by an original sales receipt.

Prescription foods are 100% guaranteed by their manufacturers and if bought in the clinic can be returned for a full refund at the clinic. Foods purchased online or at other facilities must be returned through the source of the purchase.