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Appointment Policy

To allow ample time for all patients and scheduled surgical procedures, we operate primarily by appointment. Please arrive 10 to 15 minutes prior to your scheduled appointment time.

Unscheduled emergency cases shall always receive top priority, which is why occasional appointment delays are sometimes possible. Please realize that we make a sincere attempt to see each client on time.  For your convenience, 'drop-off' appointments are available. A 'drop off' means that your pets can be left with us at the time that works best for you and leave him/her with us for a couple of hours. Usually we will ask you to 'drop off' sometime in the morning so our doctors can examine the patient in between appointments or at the time purposely reserved for admitted patients. Once the doctor is finished with examining your pet, they will give you a call to go over the diagnosis and to give you discharge instructions.


Cancellation Policy

The Castro Animal Hospital cancellation fee is $40 for standard appointments and $150 for Health Certificate appointments canceled less than 24 hours before their scheduled time & $150 for procedures canceled less than 48 hours before their scheduled time. New clients will be required to place a deposit of $40 at the time of scheduling their first appointment. Please call us at 415-658-7745 to notify us of any changes or cancellations. To cancel a Monday appointment, please call our office by end of the day (4 pm) on the Saturday before.  If prior notification is not given, or an appointment or procedure is missed, your account will automatically be charged the respective cancellation fee. We appreciate your understanding & support during org this time as we endeavor to keep the doors of the Castro Animal Hospital open & continue to provide veterinary services for you & your pets

Late Arrival Policy

The Castro Animal Hospital reserves the right to require a client to reschedule their appointment if a client arrives more than 10 minutes late for their appointment


Patient Policy  

For the safety of all animals in our care, we require that all vaccinations be up to date.

Even though we make every effort to make our patients feel comfortable during visits, they may be a little uneasy about new people, new surroundings and other pets. For this reason we may ask you to restrain your pet or ask that we be allowed to bring your pet to the treatment area. 

We recommend that all pets be placed on a leash or in pet carriers before entering The Castro Animal Hospital lobby.


Prescription Policy

State laws prohibit a veterinarian from dispensing or prescribing legend (prescription) medications without prior examination of your animal and current knowledge of your animal's health.  Current knowledge is considered to be within one years time.

California Code of Regulations:  Title 16 Section 2032.1   Business and Professions Code: Section 4051(a)

When prescription medication is necessary for your pet, you have a choice between obtaining the medication directly from us (the prescriber) or, if you prefer, we will provide you a written prescription that you may have filled by a pharmacy of your choice.

Business and Professions Code:  Section 4170(a)(7)

Continuous Presence

Veterinary service during nighttime hours, some daytime hours, and/or weekends, is provided at the discretion of the veterinarian in charge.  The continuous presence of personnel may not be provided during these hours.

California Code of Regulations:  Title 16 Section 2030 


Payment Policy

We require full payment at the time that services are rendered. For your convenience, we accept Visa, MasterCard, Discover, American Express, Cash and Care Credit.  Sorry we do not accept checks. A deposit is required prior to any extensive medical work-up or surgical procedure.  Generally 50% of the treatment plan is appreciated.

Return Policy

All dispensed prescriptions and other medically-related products are non-refundable nor eligible for exchange.  Prescription diets are refundable; please bring the uneaten portion and receipt of purchase to qualify for refund or exchange.


California Abandoned Animal Act / Abandonment Policy

Section 1.   Abandoned animals; disposition; notice:

1834.5  Notwithstanding any other provision of law, whenever any animal is delivered to any veterinarian, dog kennel, cat kennel, pet-grooming parlor, animal hospital, or any other animal care facility pursuant to any written or oral agreement entered into after the effective date of this section, and the owner of such animal does not pick up the animal within 14 calendar days after the day the animal was due to be picked up, the animal shall be deemed abandoned.  The person whose custody the animal was placed for care shall first try for a period of not less than 10 days to find a new owner for the animal, and, if unable to place the animal with a new owner, shall thereafter (assume responsibility for and fate of) the animal so abandoned.

If an animal so abandoned was left with a veterinarian or with a facility which has a veterinarian, and a new owner cannot be found pursuant to this section, such veterinarian shall (assume responsibility for and fate of) the animal.

There shall be a notice posted in a conspicuous place, or in conspicuous type in a written receipt given, to warn each person depositing an animal at such animal care facilities of the provisions of this section.

1834.6  An abandoned animal, as described in Section 1834.5 shall not be used for scientific or any other type of experimentation, nor shall such an abandoned animal be turned over to a pound or animal regulation department of a public agency.

Civil Code Sections 1834.5 and 1834.6


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