Practice Policies & Procedures
Welcome to Southside Mobile Veterinary Services. You and your pets are our highest priority. To provide the best possible care in a mobile environment, we have established the following policies.
Access your pet's medical records, vaccine history, and appointment reminders anytime, anywhere.
We provide 24/7 access to your pet’s medical records.
Access:Â Visit our [Client Portal] and use your assigned username.
First-Time Login:Â Your initial password is the same as your username; you will be prompted to create a new secure password upon your first visit.
Everything you need to know about reserving your time, our 24-hour cancellation policy, and arrival windows.
To respect the valuable time of our clients and staff, we operate strictly by appointment and utilize the following policies to ensure a smooth, stress-free experience:
Appointment Confirmation Fee:Â A $100.00 non-refundable pre-payment is required to reserve your appointment. This will be applied toward the total cost of your visit.
Payment Deadline:Â This fee must be received at least 48 hours prior to your appointment. Failure to pay will result in automatic cancellation.
Cancellations & Rescheduling:Â If you cancel or reschedule within 24 hours of your appointment, the $100.00 pre-payment is forfeited.
Scheduling Blocks & Arrival Windows: We route appointments into two main blocks: Morning (9:00 AM – 1:00 PM) or Afternoon (2:00 PM – 6:00 PM). While our automated software will issue a specific time slot within your block, please allow for a 60-minute arrival window around that estimated time to accommodate traffic and weather. We will always text you when we are en route!
Appointment Lengths: Standard visits generally take 1 to 1.5 hours. Because we provide highly tailored care—ranging from routine wellness, sick pet exams, and in-home euthanasia to surgeries, professional dental cleanings, and diagnostics—visits can take 2 hours or more for multi-pet appointments or procedures requiring sedation.
Safety first: How to confine your pet and prepare your workspace before the doctor arrives.
For the safety of our staff and to minimize your pet’s stress, please have your pets prepared prior to our arrival:
Cats:Â Must be confined to a carrier or a small bathroom.
Dogs:Â Must be restrained with a leash (even if in a fenced yard).
The "No-Chase" Policy:Â It is against our policy to chase pets through the house or wrestle them from under furniture. This creates undue anxiety for the pet and injury risk for staff.
Forfeiture:Â Failure to have your pet confined may result in a rescheduled appointment and forfeiture of your $100.00 pre-payment, regardless of whether the exam was completed.
You choose the environment where your pet feels most secure—on your living room rug or in our high-tech mobile suite.
We believe the best medicine happens where your pet feels most relaxed. Because every pet's personality is different, we offer two options for your appointment:
In-Home Care (Our Primary Recommendation):Â Most pets are significantly more comfortable in their own environment. We are happy to perform exams on your living room floor, a favorite rug, or a sturdy flat surface like a kitchen island. We bring our medical supplies and floor scales directly to you.
Our Mobile Clinic:Â For clients who prefer a clinical setting, or for procedures requiring a sterile environment (like surgery or high-resolution X-rays), we utilize our fully equipped, climate-controlled Mercedes Sprinter van located right in your driveway.
What we need from you:
If we are working inside your home, we ask for a small, clear workspace with a hard, flat surface. To ensure a stress-free experience, the person your pet is most comfortable with should be present to help them feel secure throughout the visit. We’ll discuss the best option with you upon arrival to ensure your pet's happiness and safety.
How we collect samples in your home and what to expect regarding timing for results.
If we are seeing your pet for a wellness exam, digestive issues, or urinary concerns, we will need a a urine or stool sample.
Get a Head Start:Â Since many pets "go" first thing in the morning, feel free to collect a sample within 12 hours of our visit and keep it in the fridge.
At the Visit: If you’d prefer we handle it, please prevent your pet from using the bathroom for at least 2–3 hours before our arrival so we have a sample to work with.
Most results are available immediately or within 24–48 hours. Since we perform the majority of tests inside our mobile clinic, you’ll often have answers before your visit ends. For specialized tests requiring a reference lab, results typically take 2–7 business days. We will provide a specific estimated timeline during your appointment.
Clarification on our mobile capabilities and where to go if your pet requires urgent or specialty care.
We provide general veterinary care by appointment.
Emergencies: We are unable to provide urgent, critical, or specialty surgical services.
Referrals:Â If your pet requires 24-hour hospitalization or advanced diagnostics, we will refer you to the nearest specialty hospital. A list of local facilities can be found on our [Emergency Care Page].
Results:Â While we have an on-site lab, some tests must be sent to a reference laboratory; results are typically available within 2-7 business days.
Information on our 24/7 online pharmacy, written prescriptions, and third-party pharmacy requests.
In-House:Â we stock a limited number of medications for immediate dispensing.
Online Pharmacy:Â Our [Online Store] is available 24/7 for direct-to-door shipping.
Outside Pharmacies: We do not respond to third-party fax or email requests (e.g., Chewy, PetMeds). We will provide a written prescription during your visit at no charge, or mail it for a $5.00 fee.
Full Policy:Â Please see our dedicated [Prescription Policy] for details.
A guide to our accepted payment methods, credit card surcharges, and flexible financing options.
Payment is due in full at the time services are rendered.
Accepted Forms:Â Zelle, Apple Cash, Cash, Check, and all major Credit Cards.
Surcharge: As of November 1, 2025, a 2.8% surcharge will be applied to all credit card transactions.
Returned Checks:Â A $35.00 fee applies to all returned checks.
Estimates:Â General price ranges can be provided prior to your visit, but final quotes are only provided after a physical examination.
Financing:Â We accept Cherry, All Pet Card, and Scratchpay.
Policy last updated: May 2026