Policies

Appointment Arrivals

Please note that you should check in 10 minutes prior to your appointment time with the doctor. Arriving earlier makes sure your pet's history is accurate and that you will have the fully allotted time with your doctor.

Cancellation Policy

We ask that you provide us with the courtesy of cancelling your appointment, if you are unable to attend. This will allow us to meet the needs of another patient. A non-refundable office call fee of $88.00 will be charged to anyone who does not show up for a scheduled appointment or does not cancel the appointment at least 2 hours prior to the scheduled time. Cancellation fees are not used for financial gain but to hold people accountable to their appointments. This will allow us to ensure that we are able to help patients that are in need of our services as promptly as possible during emergencies.

**All no-show fees we collect are donated to local charities and organizations. 

Urgent Illness or Injury (during regular office hours)

If your pet becomes ill or injured in such a way that a regular appointment will not suffice, please call to advise us that your pet requires emergency care (518)399-5213 and then come to the hospital. Your pet will be examined and triaged immediately by a technician to assess urgency.  If your loved one is severely injured, our doctors and staff will leave what they are currently doing to assist in stabilizing and diagnosing the problem.

Please understand that when your pet requires urgent attention this means other patients that have appointments will have to wait. We ask that everyone have patience and know that their pet's needs will be addressed as promptly and thoroughly as humanly possible. 

Emergency Care (When the hospital is closed)

Monday - Friday after 8pm 

Saturday after 5pm 

Sunday after 12:00 noon

**If your pet is experiencing a health emergency, please contact one of the fully staffed emergency hospitals in the region: 

Capital District Veterinary Referral Hospital: (518)785-1094
Upstate Veterinary Specialties: (518)783-3198

Types of Pets Seen
Our doctors take care of most small mammal species such as dogs, cats, ferrets, rabbits, chinchillas, guinea pigs, etc. Please call to confirm if your pet's species is not listed. 

We also care for any wildlife brought to the hospital by clients or Good Samaritans.

Payments
Burnt Hills Veterinary Hospital accepts payment via cash, check, MasterCard, Visa, Discover, Scratch pay and Care Credit. So that we can continue to provide you high quality service, utilizing the best medical technologies, we request that payment be made at the time services are rendered.

We provide estimates for all surgeries and hospitalizations. If you have not received an estimate, you are welcome to request one at any time for your expected charges.

Discounts
Burnt Hills Veterinary Hospital offers some discounted services to senior citizens. We also participate in "Return the Favor" offering discounted services to Veterans who carry the "Return the Favor" Card.  Please call us for more information.

 Privacy Policy

At Burnt Hills Veterinary Hospital, we take our client's privacy seriously. This following explains how we collect, use, and protect your information when you interact with us through our website, phone services, or other digital platforms. By using our services, you agree to the practices outlined in this policy.

Information We Collect

We collect personal information when you:

• Contact us directly via phone or email
• Use our website or appointment portal
• Register as a client in person

Personal information we collect may include:

• Name
• Phone number
• Email address
• Credit card number if requested to be on file
• Other contact details relevant to providing you with our services
• Information provided during recorded phone calls. Phone calls may be recorded for quality assurance and training purposes.

How We Use Your Information

We collect this information to:

• Provide you with veterinary services
• Communicate with you regarding appointments, your pet's health, and service updates
• Improve our services
• Respond to inquiries or requests for information

Information Sharing

Consumer information is not shared with third-parties for marketing purposes.  We may share your information with third parties only when necessary to provide our services (e.g., scheduling platforms, billing services) or as required by law.

Data Protection

We take all reasonable measures to protect your personal information from unauthorized access, disclosure, or misuse. We use secure technologies and follow applicable laws to ensure your information is safeguarded.

Your Rights

You have the right to:

• Request access to the information we have collected about you
• Request corrections or updates to your personal information
• Request deletion of your data, where applicable

Changes to This Policy

We may update this Privacy Policy from time to time. Any changes will be posted on this page, and we encourage you to review it periodically.

Contact Us

If you have any questions about this Privacy Policy, please contact us at:

• Phone: 518-399-5213
• Email: [email protected]