Policies

Policies

Our Policies at Fleur Pet Hospital

The following policies have been implemented at Fleur Pet Hospital in order to provide the best experience for our clients, their pets, our staff, and the clinic as a whole. These guidelines assist us in providing efficient, compassionate, and mindful care for everyone who comes to our animal hospital. 

Payment Policies

  • Payment is due at the time of service.
  • Accepted payment methods: Visa, Mastercard, American Express, Discover, Care Credit, cash, checks, and major pet insurance providers (e.g. Trupanion).

Appointment Cancellation Policy

  • Regular Appointments: Cancel at least 24 hours in advance.
  • Surgeries: Cancel at least 48 hours in advance.
  • Cancellations can be made by calling (515) 285-1297 or via the Fleur Pet Hospital app.
  • If leaving a voicemail, include your name, pet’s name, and phone number.
  • Failure to cancel within the guidelines will result in a charge per our “Missed Appointment & No-Show” section.

Missed Appointment & No-Show Policies

  • Missed Appointment: If you fail to cancel at least 24 hours before a general appointment, a $30 fee will be applied.
  • Appointment No-Show: A “no-show” is recorded if you miss an appointment without canceling or if you arrive more than 10 minutes late. For general appointments, this will result in the $30 missed appointment fee.
  • Missed Surgery Appointment: If you fail to cancel at least 48 hours prior to a scheduled surgery or dental procedure, a $50 fee will be applied.

Technician Visits Policy

  • Technician visits, such as anal gland expressions or recheck appointments, include a $28 service charge.
  • Our veterinary technicians are highly trained professionals who dedicate their time and expertise to ensure your pet receives excellent care.

Prescription Policy

We understand that clients may choose to purchase medications from online retailers or outside pharmacies that are not through Fleur Pet Hospital. While we encourage purchasing from appropriately accredited veterinary pharmacies, such as our online store, we support your decision and aim to assist you in making the best choice for your pet.

  • Fleur Pet Hospital will not process medication, preventative, or special diet orders sent directly to us (via phone or fax) from outside pharmacies or online vendors that are not through our online store. This policy does not apply to compounding pharmacies for specific formulations.
  • If you choose to use an outside pharmacy, you can request a written prescription. Written prescriptions will be prepared within 24-48 hours and can be picked up at the hospital during regular business hours.

Thank You for Choosing Fleur Pet Hospital

Your understanding and cooperation with our policies allow us to serve your pets and the pets of others better. If you have any questions or need clarification about any of our policies, please give us a call.

Fleur Pet Hospital has policy guidelines, serving cats and dogs in Des Moines, Indianola, Norwalk, Runnells, Altoona, Carlisle, Urbandale, and West Des Moines.