Practice Policies

My policies are here to help build a foundation of mutual respect, so we can have the very best communication moving forward into our shared relationship of helping your animal feel their very best.

SCHEDULING

Please text or call us at 928-910-0665 to make appointments. We may not always answer emails or social media messages, so please plan accordingly. Our business hours to return calls are 9am to 3pm Tue-Fri.

We do not answer messages on Saturday and Sunday or on federal holidays.

To optimize travel routes, we only offer house or barn calls during times we are already in your area. This prevents large gaps in our schedule and allows us to be more efficient and serve more animals in need. If you need a certain time for an appointment, we will do our very best to honor your request.

Sometimes, we may need to shuffle your appointment to fit in acute patients. Your flexibility is much appreciated as the same accommodation would be made for your pet, should you ever be in need.

CANCELLATION & MISSED APPOINTMENT / LAST MINUTE ADD ON POLICY

Should you need to cancel, please give us at least 24 hours notice so we can adequately serve our growing wait list.

Should you not cancel within this window, a cancellation fee may be charged at our discretion. (~50% of services to be rendered.) We reserve the right to add your cancellation fee balance to your next visit.

Should you cancel an appointment but not reschedule within 1 week of the cancellation, your deposit will not be refunded.

We may not always be able to accommodate last minute add on's. We need at least 12 hours notice of add on's so we can make sure to provide a quality visit for you and your animal.

Please notify our office within 24 hours should your animal be carrying a highly transmissible disease (ringworm, kennel cough, strangles, etc) so we can make changes to your appointment as needed.

WHAT TO EXPECT

Although we do book appointments at set times, please allow us 15-20 min grace for elements that are beyond our control. We will do our best to contact you directly should we be running behind.

A new patient consultation for small animals is ~30min and ~45min to 1hr for horses. Follow up appointments are ~15 to 20min.

We do not always have the luxury of an assistant, and as such, we may require assistance to handle your pet. We ask you please have a handler ready (for house or barn calls) if you do not feel comfortable aiding in your animal's restraint.

At our discretion, we may use restraint techniques (ex: muzzle, chain, etc) to facilitate treatment. If you are uncomfortable with this, please talk with us prior to your appointment.

Please NO BASKET MUZZLES or PRONG COLLARS on your dogs. Please NO SEDATION for your animals. Please bring your pet's favorite treat or incentive should you have a nervous animal / pet with food allergies.

For barn calls: we request enough flat level + dry ground (ideally that is shaded) to facilitate an appointment. Please have your animal caught, cleared of mud, and lightly groomed prior to our arrival. Please no show sheen, fly spray, or hoof oil.

Please allow your animal 1 day post adjustment to rest and recuperate for maximum treatment effectiveness.

PAYMENT

Payment is expected at time of service. We accept cash, check, or Zelle.

Should your payment bounce at time of payment a $25 fee will be charged and, we will send an invoice with the expectation to receive payment within 3 days of the provided service. Should this invoice not get paid, we reserve the right to dismiss you as a client.

MINIMUM TRAVEL REQUIREMENTS

We value your pet's care! In order to serve as many clients as possible please see our guidelines below:

Our travel radius is 1 hour from Prescott Valley. We do not travel over 1 hour at this time.

PERSONAL SECURITY

Dr. Calle Miller may, at its sole discretion, take affirmative steps to ensure the personal safety of its members, owners, employees, managers, officers, independent contractors, patients, or other affiliates while on the premises