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Hospital Policies

Appointment Policies

At Gray-New Gloucester Animal Hospital we would love to be able to help every pet in need. Unfortunately, in order to practice quality medicine to our standards and give you and your pets the undivided attention and love that we always have, that is not possible. In the event that an appointment is missed, it takes up a space which could be filled with a patient that needs our care. Due to an increased number of no-show appointments and the high demand for urgent veterinary care, as of July 21, 2021 we are introducing the following appointment policy changes.

We hope you understand that we are implementing these policies to make sure we are available for as many pets in need as possible. Thank you for your patience and understanding.

Cancellation Policy

  • We require 48 hours notice to cancel or reschedule an appointment or surgical procedure.

Missed Appointment Policy

  • An appointment is considered missed if it was not canceled with the required notice. It will be considered missed if you are more than 10 minutes late and we are unable to see you when you arrive.
  • Any existing client that has 2 missed appointments will be required to pay a deposit for their future visits. Deposits If you are a new client, or an established client that has missed more than 2 appointments, a deposit of $60.00 (for each pet) will be required in order to hold your appointment. All deposits will be placed as a credit on your account and used towards that scheduled appointment. This is a non-refundable deposit that may be transferred to a rescheduled appointment if arrangements are made 48 hours in advance. If your appointment is missed then you will be charged the deposit amount as a missed appointment fee.

Emergency/Walk-in Care

To allow ample time for all patients and scheduled surgical procedures, we see our clients and patients by appointment only. Walk-ins of all kinds will incur an emergency fee or may be directed to an emergency facility if we are unable to provide care.

Payment Options

Payment is due at the time services are rendered. If you have any special considerations regarding payment, please discuss this with the receptionist prior to seeing the doctor. We accept a variety of payment options, including cash, Visa, Mastercard, Discover, American Express, CareCredit and ScratchPay.

Visa Accepted MasterCard Accepted Discover Accepted American Express accepted


CareCredit is a personal line of credit for healthcare, both human and veterinary, that works like a credit card. To apply, click here for CareCredit Online Credit Application or call their 24/7 phone number at 1-800-365-8295.


ScratchPay offers financing options ranging from $200 - $10,000. Visit or text PAY to 213-296-0817 to apply.

Veterinarian with Dog