Policies & Guidelines - Richmond Campus
We’re committed to making every visit as smooth and stress‑free as possible. These guidelines help us keep all pets, families, and staff safe while ensuring you and your pet get the most out of your appointment.
Please reach out to us at richmond@abwellnesscenter.com
or (804) 485-2292 with any questions.
Creating a safe, calm experience for you and your pet.
Before Your Appointment:
Recheck Forms:
If your appointment is a recheck (follow-up), please complete our Recheck Form 48 hours prior. This gives the veterinarian the information they need to review and allows us to make the most of your appointment time.
Food & Treats:
If your pet is on a prescription diet, please bring a meal’s worth of that food for use as treats.
You’re welcome to bring any treats that work for your pet.
For Dogs:
We will offer plenty of treats during the appointment to help your dog feel comfortable. Consider skipping or cutting back on breakfast the day of their appointment, especially if your dog has a sensitive stomach or is on a weight management plan.
For Cats:
No fasting or adjustments needed.
Medications:
If your pet has been prescribed situational medication for vet visits, please reach out to us a few days before your appointment so we can advise you on whether to give your pet their event medication before their appointment.
Who May Attend:
For everyone’s comfort and safety, up to two adult pet guardians may join the appointment. This helps us keep the space calm and focused so your pet can get the most out of their visit. We generally do not recommend bringing children to appointments. If you have older children who participate in the pet’s care, or other reasons you need children to attend your appointment, please reach out to us in advance to obtain permission prior to your appointment.
Please do not bring additional pets unless you have received prior authorization from ABWC staff. Please note, we can only see one pet per appointment. If you have additional pets with you, they must remain in your vehicle with a guardian present.
Health & Illness:
To protect all pets in our care:
If your pet has a cough, runny nose, vomiting, diarrhea, loss of appetite, or has been diagnosed with flu, kennel cough, or an upper respiratory infection, please call us before coming in.
To protect our staff and community:
If you are experiencing congestion, coughing, sneezing, vomiting, or have recently been exposed to someone with an infectious illness, please consider rescheduling or wearing a mask. Please make our team aware so our staff can take any necessary precautions prior to your appointment.
Thank you for helping keep our team and community healthy.
Running Late:
If you are running late for an appointment, please let us know as soon as possible. We will try to the best of our ability to see you on your scheduled date. However, arrivals more than 15 minutes late may need to be rescheduled.
In‑Person Appointments:
When You Arrive:
Please remain in your car and call us at (804) 485-2292. Let us know the make and color of your car.
Please wait in your vehicle for a team member to escort you and your pet safely inside.
We care for many pets who are reactive toward people and other pets and can pose a safety risk. To keep all pets safe and comfortable, please avoid interactions with other animals or people.
Calling from your car helps us manage the lobby so pets with anxiety or reactivity feel safe and we can avoid any unsafe interactions.
If your pet needs a potty break, a staff member can supervise them in our designated grassy area.
Dogs:
Dogs must be on a standard leash (no retractable leashes please). We avoid retractable leashes because they can be unsafe in close quarters.
Because we use gentle, science‑based handling methods, prong collars, choke chains, and e‑collars of any kind aren’t used in our clinic. Please remove these before coming inside. If you need different equipment, we’re happy to lend some for your appointment.
Cats:
Cats must arrive in a secure carrier.
Some pets may show big feelings by barking, pacing, or acting out. This is completely normal. Please allow our team to manage these moments so you can focus on speaking with the doctor.
Virtual & Phone Appointments:
Phone Appointments:
You’ll receive a payment link before your appointment. We require payment before behavior therapy sessions. On the day of your appointment, we’ll call the primary number on your account.
Please be ready to answer calls from an unknown number and be in a quiet, distraction‑free space.
Zoom Appointments:
A payment link will be sent ahead of time. For recheck appointments with the veterinarian, we encourage you to pay prior to virtual appointments so we can make the most of your time, but you can also pay at the beginning of your appointment.
A Zoom link will be emailed to you the day before your appointment.
Your pet does NOT need to be present for Zoom sessions.
Inclusive Environment for Everyone:
We know living with a struggling pet can be emotional and overwhelming. Our team is here to support you with compassion and patience. We ask for the same in return.
Verbal abuse will not be tolerated, and individuals may be asked to leave the premises.
Payment:
We cannot offer refunds for services already provided.
Payment is due prior to or at the time of service.
For pricing, please refer to Richmond Services & Pricing.
Cancellation:
Please provide 48 business hours’ notice if you need to cancel or reschedule.
Late changes or no-shows incur a $55 fee.
All deposits are non‑refundable.
After Your Visit:
You’ll receive an appointment summary, including resources and your pet’s individualized treatment plan.