Paws At Play Veterinary Hospital

6503 Hilburn Dr.
Raleigh, NC 27613


Hospital Policies

Please read these policies carefully.

This Policy Disclosure outlines the terms and conditions under which Paws at Play Veterinary Hospital (Hospital) provides veterinary services to your pet.

Disclaimer of Guarantee:

  • Although the hospital will do everything in its power to help your pet, we cannot guarantee specific outcomes for any treatment or procedure. We will utilize our best professional judgment, skills, and training to provide the best possible care for your Patient, but certain conditions may have unpredictable outcomes.
  • You, the pet owner, are responsible for making informed decisions about your pet's care based on information provided by the Hospital and other sources. We highly recommend discussing all available options and potential risks with the veterinarian before proceeding with any treatment or procedure.

Payment and Fees:

    • All fees for services, including examinations, procedures, medications, and hospitalization, are due at the time services are rendered.
  • Diagnostics Payment Policy
    • We require payment for diagnostic testing when the sample is acquired by or given to the Hospital by the owner. Without said payment, the testing will not be performed or sent to an outside lab until it is received. 
    • Due to outside lab policy, not the Hospital’s, should the Hospital or owner not be able to acquire a sample at the time of payment for a diagnostic test, the owner must deliver a sample to the Hospital within 30 days. Should the Hospital not receive the sample required for testing within that 30 day window, the previous payment will be forfeit and the owner must pay for another test in order to have it done.
  • There are other financial options such as pet insurance and Care Credit cards. Feel free to inquire for more information.
  • We reserve the right to adjust this policy at our discretion.

Appointments and Scheduling:

  • In order to respect our client’s and our time, we require appointments for any services we provide. Therefore we do not accept “walk-in” appointments unless we deem that our schedule allows for enough time to address the issues presented.
    • We reserve the right to adjust this policy at our discretion.
  • Please arrive early or on time for your scheduled appointment. We understand unexpected delays can occur, but courtesy for other clients is appreciated.
  • Late Arrival Policy
    • With only one doctor, we must hold a strict schedule in order to respect both our client’s time and ours. We recommend that you arrive early for your appointment time.
    • If you arrive 10 minutes or more past your appointment time, we reserve the right to cancel and reschedule your appointment depending on our schedule availability and the urgency of your pet's needs.
    • We reserve the right to adjust this policy at our discretion.
  • Failed Appointment Policy
    • Should you fail an appointment by not showing up at the scheduled time or if you cancel the appointment with less than 24 hours notice, this will be counted in our database as a failed appointment or a late cancellation respectively.
    • Should you accumulate 2 failed appointments or 5 late cancellations, you will be required to make a deposit prior to making an appointment. This deposit is equal to the cost of a Full Examination at the time of scheduling. This deposit will be applied to any services rendered at the requested appointment. 
      • Until said deposit is paid, the requested appointment time will not be held and can be taken by another client.
      • Should you fail or cancel an appointment that you have paid a deposit for, that payment is forfeited and serves as a cancellation fee.
    • Should you continue to fail or cancel appointments, we reserve the right to continue services at our discretion. This may include, but is not limited to, the following 2 options.
      • We reserve the right to only allow “drop off” appointments to be made. 
        • A “drop off” appointment consists of you bringing your pet to the hospital between 7am and 9am on the scheduled day and leaving them with us to perform the agreed upon services. Once completed, we will contact you via call, text, or email to notify you of the completion and to tell you the best time for you to pick them back up that same day.
        • The previously mentioned deposit is still required to schedule these “drop off” appointments.
      • We reserve the right to refuse services at our discretion.
    • We reserve the right to adjust this policy at our discretion.


  • For emergencies outside of regular Hospital hours, please contact your nearest emergency veterinary hospital. Emergencies are defined as situations where your pet's life is in immediate danger or they are experiencing severe pain or distress.
  • You may request a list of emergency veterinary hospitals in the Triangle area at any time during our normal business hours.

Medical Records:

  • We require full medical records of your pet prior to performing any services. 
    • Should you not be able to provide full medical records for your pet due to records not existing (e.g. a newborn puppy/kitten, a stray that has been rescued, etc.), exceptions to this policy may be made at our discretion.
    • Should you not be able to provide records for any other reason, under North Carolina State Law, the Hospital is required to administer a Full Examination and Rabies vaccine. These will be done at the owner’s expense.
  • Your pet's medical records are confidential and will be maintained in accordance with applicable privacy standards. We may share records with other veterinary professionals as requested by the owner.

Release of Liability:

  • While the Hospital takes all reasonable precautions to ensure the safety and well-being of your pet, you acknowledge and agree that there are inherent risks associated with veterinary procedures and medical treatments.
  • You hereby release and indemnify the Hospital and its staff from any and all liability arising from or related to the provision of services to your pet, except for liability resulting from the Hospital's gross negligence or willful misconduct.

General Policy:

  • We strive to provide a welcoming and respectful environment for all clients and their pets. We reserve the right to refuse service to any client who is disruptive, abusive, or threatening to our staff or other clients.
  • We encourage you to ask questions and discuss any concerns you may have about your pet's care.
  • We reserve the right to change, modify, or adjust all policies mentioned in this document at any time.

You may request a copy of this Policy Disclosure at any time during our normal business hours.

By continuing to use our services, you acknowledge that you have read and understood this Policy Disclosure and agree to all of its terms and conditions.


Payment Policy


We require full payment at the time that services are rendered. In order to continue to offer excellent services and minimize costs, we do not offer delayed billing.

      For your convenience, we accept the following forms of payment:

  • Visa
  • Mastercard
  • Discover
  • American Express
  • Checks
  • Cash
  • CareCredit : It takes just 5 minutes to complete an application and upon approval, will allow you to break down your payment into 6 monthly-interest-free-installments.  You can either apply at our hospital, where we'll submit your application for immediate approval or you may apply yourself online at
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Insurance For Your Pets

Another popular option for your family and pet is insurance. To decide which company is best for your family, please use this resource: Choosing Pet Insurance

Here are the top 5 consumer rated pet insurance companies to help in our search!