Our Policies

Dear Valued Clients,

Thank you for trusting us with the care of your pets. We are committed to providing timely, compassionate veterinary care for every patient we serve.

Over the past several years, our hospital has experienced an increasing number of missed appointments, last-minute cancellations, and repeated rescheduling. Unfortunately, these unused appointment times prevent other pets from receiving care when they need it most.

To better serve all of our patients and clients, we will be implementing a new Appointment Reservation Policy beginning September 1, 2026.

What Is Changing?

Certain appointments will require an appointment reservation fee at the time they are scheduled. This includes:

• New client appointments

• Clients with a history of repeated no-shows or excessive last-minute cancellations or rescheduled appointments

The reservation fee is not an additional charge. It will be applied toward your pet’s visit when you arrive for your scheduled appointment.

Cancellation and No-Show Policy

If you need to cancel or reschedule your appointment, we ask that you provide at least 24 hours’ notice.

Appointments canceled with less than 24 hours’ notice or missed without prior notification will result in the reservation fee being forfeited. The fee is non-refundable because the appointment time was reserved exclusively for your pet.

We understand that emergencies happen. Severe weather events, such as tornado warnings or other emergency weather conditions, will be considered on a case-by-case basis. (Routine rain or snow alone will not qualify as an exception.)

Chronic No-Show Policy

To help us manage our appointment schedule fairly, our system will track appointment history over a rolling 12-month period.

A client may be designated as a chronic no-show after accumulating:

• Two (2) missed appointments without proper notice, or

• Two (2) late cancellations or excessive rescheduled appointments within a 12-month period.

Clients meeting these criteria may be required to pay a reservation fee before future appointments can be scheduled.

Why We Are Making This Change

Our goal is simple: to improve access to veterinary care for everyone.

When appointments are missed without notice, our doctors, technicians, and support staff have reserved time that could have been offered to another sick pet or family waiting for care.

This policy helps us:

• Improve appointment availability

• Reduce unused appointment times

• Better serve pets needing medical care

• Respect the time of our medical team and fellow clients

Thank You 
Knox Pet Clinic

Dear Valued Pet Owners,

Beginning August 1, 2026, we are updating our prescription policy to provide a more efficient and streamlined experience for our clients and patients.

Prescriptions will be filled through our hospital or Blue Rabbit, our trusted online pharmacy partner. We will no longer process prescription requests from third-party online pharmacies.

If you prefer to use another pharmacy, we are happy to provide a written prescription. A $5 written prescription administration fee  will apply to prescriptions filled outside our pharmacy system. If a medication is unavailable through our hospital or Blue Rabbit, we will provide a written prescription at no charge.

This change allows our team to spend more time caring for your pets while ensuring medications come from trusted, veterinary-approved sources. Blue Rabbit also offers convenient home delivery, eligible manufacturer rebates, and prescription management.

Thank you for your understanding and for trusting us with your pet’s care. If you have any questions, please don’t hesitate to ask—we’re always happy to help!