Our Commitment to a Respectful, Supportive Environment

At Koch Veterinary Services, we are dedicated to providing exceptional care for your pets—whether in your home or at our practice. Veterinary medicine can be emotionally demanding, and our team works hard to support both pets and their families with compassion, professionalism, and clear communication.

We kindly ask that all clients treat our team with respect and understanding. There may be times when we recommend referral to an emergency hospital or specialist if we believe it is in your pet’s best interest. Aggressive, abusive, or disrespectful behavior—including yelling, threats, or harassment—will not be tolerated. We reserve the right to terminate the client relationship if such behavior occurs, for the safety and well-being of our team.

Mobile Visit Deposits

For first-time mobile, in-home appointments, a deposit is required at the time of scheduling. This deposit is applied toward your total visit cost.

If you are not present at the scheduled appointment time and cannot be reached by phone or email within 10 minutes of arrival, the deposit will be forfeited. This policy reflects the travel time involved and ensures we can remain on schedule for other patients.

Late Arrival and No-Show Policy

Call Recording Notice

Please be aware that our phone system records and transcribes calls. This allows us to review conversations if questions, concerns, or misunderstandings arise and helps us maintain clear, consistent communication.

Surgery Deposits

For any surgical procedure with an estimate of $1,000 or more, a deposit is required at the time of scheduling.

If you cancel with less than 24 hours’ notice or do not arrive at the scheduled drop-off time, the deposit may be forfeited. We understand that unforeseen circumstances can occur and will review situations on a case-by-case basis.

Returned Check / Non-Sufficient Funds (NSF) Policy

To ensure fair and consistent business practices, the following policy applies to all returned or dishonored payments:

1. Notification
   You will be contacted promptly if a check or electronic payment is returned for any reason, including insufficient funds, closed accounts, or stop payments.

2. Service Fee
   A $35 returned payment fee will be added to your account balance.

3. Repayment Requirements
   The original balance plus the $35 fee must be paid within 10 business days of notification.

   Accepted repayment methods:

   • Cash

   • Credit or Debit Card

   • Money Order

   • Certified Bank Check

   Personal checks are not accepted for repayment.

4. Future Payments
   After one returned payment, all future payments must be made via cash, credit/debit card, or money order.

5. Unresolved Balances
   Accounts with unpaid balances after 30 business days may be referred to a collection agency, and future services may be suspended until payment is received in full.

   
   

Acknowledgment

By scheduling your visit with Koch Veterinary Services, you acknowledge and agree to the policies outlined above.