Our Policies

Appointment Policy

We operate by appointment only to allow ample time for all of our patients and scheduled surgical procedures. We kindly ask you to arrive 10 to 15 minutes before your scheduled appointment time.

To secure your first appointment with us, we kindly ask you to pay a deposit of $30. This deposit will be deducted from the total cost of your appointment unless you cancel or reschedule without giving us enough notice as per our cancellation policy below. We understand that emergencies may occur unexpectedly, so we always prioritize unscheduled emergency cases. However, this may cause occasional appointment delays. We appreciate your patience and understanding as we try to see each client on time. For your convenience, we also offer drop-off appointments.

A drop-off means you can bring your pet to us at a time that suits you and leave them with us for a couple of hours. Usually, we will ask you to drop off your pet in the morning so our doctors can examine them in between appointments or at a reserved time for admitted patients. Once the doctor has finished examining your pet, they will call you to discuss the diagnosis and give you discharge instructions.

Please know that we do our absolute best to see each client on time.

Patient Arrival Policy

For the safety of our clients, staff, and other patients, please bring pets into the lobby on leashes or in appropriate carriers. If you do not have a leash , please feel free to ask for one. Please check in with the reception desk when you arrive so they can assist you and your pet promptly. 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 that we be allowed to bring your pet to the treatment area or ask you to restrain your pet .

Cancellation Policy

We value everyone’s time at the Masson Veterinary Hospital. To ensure that we can provide quality care to all our patients and clients, we have a cancellation fee of $30 for doctor appointments and $75 for health certificate appointments canceled less than 24 hours before their scheduled time & $150 for procedures and specialists appointments canceled less than 48 hours before their scheduled time.

Please call us at (650) 952-6454 to notify us of any changes or cancellations. To cancel a Monday appointment, please call our office by the end of the day (4pm) 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.
The Masson Veterinary Hospital team is grateful for your patience and cooperation!

Payment Policy

We require full payment at the time services are rendered. We accept Visa, MasterCard, Discover, American Express, Care Credit, and cash. Sorry, we do not accept checks. We do not hold checks or do any form of billing.

A deposit is required prior to any extensive medical workup or surgical procedure. Generally, 50% of the treatment plan is appreciated.
To apply for Care Credit you can go to: carecredit.com

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 year’s 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 our online pharmacy.

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)

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 a 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 the 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 that has a veterinarian, and a new owner cannot be found pursuant to this section, such veterinarian shall (assume responsibility for the 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