Clinic Policies
Missed Appointment Policy
Our goal is to provide quality individualized care in a timely manner. No-shows, late shows and cancellations inconvenience those individuals who need access to veterinary care. We would like to remind you of our policy regarding missed appointments.
A missed appointment is when you fail to show up for an appointment without a phone call, or cancel without at least 24-hour notice.
A veterinary/client relationship is built on mutual trust and respect. As such, we strive to be on time for your scheduled appointments, and ask that you give us the courtesy of a call when you are unable to keep your appointment. As a courtesy, we provide reminder texts the day before and morning of your appointment. However, you are responsible to remember your appointment regardless. Below, our missed appointment policies are outlined.
Cancellation of an Appointment: In order to be respectful of the medical needs of other patients, please be courteous and call our office promptly if you are unable to show up for an appointment. This time will be reallocated to someone who is in need of treatment. If it is necessary to cancel your scheduled appointment, we require that you call at least 24 hours in advance. Appointments are in high demand, and your early cancellation will allow another patient access to timely veterinary care.
How to Cancel Your Appointment: To cancel your appointment, please call 574-355-3444. If you do not reach the receptionist, you may leave a detailed message on our voice mail. If you would like to reschedule your appointment, please leave your name and phone number. We will return your call promptly.
Late Cancellations: A cancellation is considered to be late when the appointment is cancelled without a 24 hour advance notice.
Appointment No Show Policy: A “no call/no show” is a client who misses an appointment without cancelling it. A failure to be present at the time of a scheduled appointment will be recorded in the patient’s chart as a “no call/no show”. This includes arriving 15 minutes after your scheduled appointment.
The first time there is a “no call/no show” or late cancellation there will be no charge to the client. A 2nd occurrence will result in the client being charged the cost of $15 per scheduled patient and the client being required to prepay for all future appointments. The 3rd occurrence may result in the client being discharged from the practice.
Thank you for your understanding.
* Please note-this policy does not apply to prepaid appointments. If you have prepaid for your appointment due to prepaid Rabies, a multiple pet appointment, and/or prepayment account status and no call/no show, that prepayment will be applied to cover the cost of the missed appointment.
Our updated response to prescription requests via a third party
We understand that there are many reasons that our clients may want to purchase medications from online retailers or outside pharmacies instead of directly from us. To assist you in making the most informed decision for your pet, we want to be very clear that we recommend that you purchase products only from a properly accredited and certified veterinary pharmacy. However, if you choose to procure medications from another source we want to give you that option.
PREVENTATIVE PET HEALTH OF MICHIANA WILL NOT PROCESS ORDERS FOR MEDICATIONS OR PREVENTATIVES SENT DIRECTLY TO US (VIA PHONE OR FAX) FROM ONLINE SUPPLIERS (WITH THE EXCEPTION OF COMPOUNDING PHARMACIES FOR A SPECIFIC MEDICATION FORMULATION AND LOCAL PHARMACIES).
We absolutely support our client’s choice to choose where they obtain their pet’s medications and are happy to accommodate a request to do so. Clients who opt to obtain their pet’s medication through these avenues will simply need to request a written prescription from our clinic during normal business hours.
Why did we institute this policy? We did so for a few reasons listed below:
First, we are choosing to spend our time focusing on taking care of our patients and clients instead of answering faxes and calling pharmacies.
Second, managing outside prescriptions is costly in terms of staff time and effort and as we do not recoup these costs. We have decided that if clients would rather do business with an outside or online pharmacy, we can’t give away our time and energy for convenience sake. It takes a significant amount of time to review medical records, ensure proper documentation of the medication request, and call/fax in the prescription. We could raise our fees or charge a fee for the time it takes to manage outside prescription requests, but instead have chosen to streamline this process on our end to make better sense in regards to our workflow and staff resources.
Third, we feel it is better medicine with written documentation of a prescription that is filled outside of our clinic. There are concerns with the possibility of prescription errors when relaying information over the phone. Again, we would be happy to provide you with a written prescription if you wish to use an outside pharmacy or online retailer. Just let us know!
Finally, we understand that cost is a big reason that our clients purchase from outside pharmacies and online retailers. We do our very best to make our medications and preventatives affordable and we routinely compare prices to online providers to make sure that our prices are competitive. Most importantly, by purchasing directly from our hospital and from our online store, you are supporting our local business. Rather than send your dollars off to a large corporation, we would hope that you would choose to support our small business and shop locally.
We would like to encourage our clients to order medications and preventatives directly from us through direct purchase at our clinic or from our own online store through Covetrus (http://preventativepet.vetsfirstchoice.com/). Because our online store is part of our clinic infrastructure you will not need a written prescription if you order this way. Our clinic and online store's supply chain is 100% secure. From the time the medication you order is manufactured, all the way to when you are going to give it to your pet, it has been handled, stored and packaged in compliance with manufacturer guidelines. The product you receive is guaranteed to be the name-brand medication in the proper dosage and packaging. Medications purchased directly from us and our online store are guaranteed by the product's manufacturer and most importantly by us, your pet's veterinarian.
If you have any further questions about our policy, please do not hesitate to contact us.
Thank you for trusting us with your pet's medical care!
SMS Disclosure
By providing your phone number and opting into our SMS program, you agree to
receive promotional, transactional, and/or informational text messages from Preventative Pet Health of Michiana.
Texting Cadence:
You may receive up to 5 messages per week. Message frequency may vary based on your interaction with our services.
Message and Data Rates:
Message and data rates may apply. These charges are determined by your mobile
carrier, and Preventative Pet Health of Michiana is not responsible for such fees.
Privacy Policy:
Your privacy is important to us. Please review our Privacy Policy at www.preventativepethealth.com to understand how your information is used and protected.
Opt-Out Instructions:
You can opt out of receiving SMS messages at any time by replying “STOP” to any
message. For help, reply “HELP” or contact us at preventativepethealth@gmail.com or 574-355-3444.
Privacy Policy
Your information and privacy are important to you and to Preventative Pet Health of Michiana. This Privacy Policy explains when it applies, how we use and do not use your information,
and how we keep it safe.
This Privacy Policy is effective May 29, 2025 and applies to Preventative Pet Health of Michiana and its affiliates. In this Privacy Policy, references to “Preventative Pet Health of Michiana,” “affiliates,” “we”, “us”, or “our” refer to “Preventative Pet Health of Michiana.”
Definition of Personal Data
In this Privacy Policy, “Personal Data”; refers to any information that directly or indirectly
relates to, describes, or could be used to identify an individual. Personal Data does not
include anonymous or de-identified data that cannot be linked to or identify an
individual.
1. When this Privacy Policy Applies
This Privacy Policy covers the Personal Data shared when you use our Products
and Services and to any digital, paper, and in-person communications to which
this Privacy Policy is linked. This Privacy Policy applies to you and anyone who
uses our Products or Services under your account.
Please note, our Privacy Policy does not cover Personal Data handling as an
employee, intern, consultant, contractor, or applicant of Preventative Pet Health of Michiana. It also does not cover information collected by third-party sites or applications that may
link to or be accessible from our websites. YOU are responsible for making sure all
users under your account understand and agree to our Privacy Policy.
2. How we Collect Your Information
We collect your information in 3 ways:
i. You give it to us when you make a purchase, set up an account or
otherwise directly communicate with us.
ii. We automatically get it when you use, or your device uses, our products
and/or services. For example, we use network tools to collect information
like call and text records and the web browsing information we describe in
this Privacy Policy.
iii. We get it from outside sources like credit reports, marketing mailing lists,
and commercially available geographic and demographic information, along
with other available information, such as public posts to social networking
sites.
3. Personal Data We Collect
We collect the following categories of Personal Data:
● Identifiers: This includes your full name, address, email, company name,
company website, telephone number, caller ID information, unique personal
identifier, online identifier, Internet Protocol (“IP”) address, and proof of address
and ID of end users (if required by regulations).
● Account Payment Information: This includes your credit/debit card number,
signature, and bank wire transfer information.
● Commercial Information: This includes records of products or services
purchased, obtained, or considered, as well as other purchasing or consuming
histories or tendencies.
● Internet or Similar Network Activity: This includes your browsing and search
history, information on your interaction with our websites and advertisements,
and information about communications delivered via our platform.
● Metadata: This includes information about communications delivered via our
platform, such as source and destination information, IP address, completion
status, time, and duration of use.
● Geolocation Data: This includes source and destination information about
communications delivered when you use our products or services.
● Cookies and Other Technologies: We use website cookies and similar
technologies to distinguish you from other visitors and gather information about
the usage of our websites. For more information, please refer to the “Cookies and
other tracking technologies” section.
● Sensory Data: This includes interactions with our sales and customer support
teams, which may be recorded for quality assurance, training, and analysis
purposes (subject to your consent if required by applicable law).
4. How We Use Your Personal Data
We use the Personal Data we collect for the following purposes:
● To provide our products and services and fulfill your requests.
● To respond to inquiries and address concerns.
● To enable communication via our platforms and bill for services.
● To inform you about additional features, products and services.
● To inform you about system updates, upgrades, service status and outages.
● To personalize your website experience and deliver relevant content and
marketing communications.
● To maintain the safety, security, and integrity of our website, services, and
technology.
● For testing, research, development, analysis, and product improvement.
● To comply with legal obligations, protect our rights, and ensure security and
safety.
5. Sharing your Personal Data
Your personal data, including mobile number information, will not be shared with
third parties/affiliates for marketing/promotional purposes. We may share your
Personal Data with trusted partners for business purposes, including:
● Service providers who perform necessary services directly to Preventative Pet Health of Michiana.
● Other entities for emergency response, legal compliance, identity verification, or
directory assistance.
● To enforce agreements, protect our business and customers, or respond to legal
Requests.
6. Data Subject Rights
You possess certain rights regarding the processing of your Personal Data
according to applicable data protection laws. This section outlines these rights and provides information on how to exercise them. However, these laws may have
limitations or exceptions that apply to these rights. We have provided a general
description of these rights without specifying all applicable jurisdictions,
limitations, or exceptions. When you make a request to exercise any of these
rights, we can provide more detailed information about specific exceptions or
limitations that may apply.
● Right to Know: You have the right to ask us to confirm whether we process your
Personal Data, including the categories of Personal Data we collect, the sources
from which we collect it, the purposes for collecting your Personal Data, the
categories of third parties with whom we share your Personal Data, and the
specific pieces of Personal Data we have collected about you.
● Right to Access: You have the right to request a copy of your Personal Data and
supplementary information.
● Right to Correction/Rectification: You have the right to request the correction of
any inaccurate information and completion of any incomplete information we
hold about you.
● Right to Erasure/Deletion: You have the right to request the erasure or deletion of
your Personal Data under certain circumstances, subject to certain exceptions.
● Right to Restriction of Processing: You have the right to request the restriction of
processing your Personal Data under certain circumstances.
● Right to Data Portability: You have the right to receive your Personal Data that
you have provided to us in a structured, commonly used, and machine-readable
format. This enables you to transmit the data to another controller without
hindrance. You may also request us to transmit this data directly to another
controller.
● Right to Withdraw Consent: If we process your Personal Data based on your
consent, you have the right to withdraw your consent at any time. The withdrawal
of consent will not affect the lawfulness of processing based on consent before
its withdrawal.
● Right to Object to Processing: You have the right to object to the processing of
your Personal Data under certain circumstances.
● Right to opt Out of Processing, "Sale," or Sharing of Personal Data for Targeted or
Cross-Context Behavioral Advertising: You have the right to opt out of our
processing, “sale” (as defined in the California Consumer Privacy Act) or sharing
of your Personal Data for targeted, or cross-context behavioral advertising. This
includes displaying advertising to you based on Personal Data obtained or
inferred from your activities across various websites, applications, and other
online services that we do not operate. To exercise this right, you can visit our
Cookie Preferences to disable targeting cookies, as explained in the Cookies
section above. You can also opt out of processing or sharing your Personal Data
for targeted or cross-context behavioral advertising using an opt-out preference
signal such as Global Privacy Control for a seamless experience. For more
details on implementing these settings and other advertising preferences, please
refer to the Cookies section above. Please note that even if you opt out of
allowing us to use or disclose your Personal Data for targeted or cross-context
behavioral advertising, you may still encounter our ads on other websites,
applications, and online services, and aspects of our advertising may still be
based on your interactions with us and our websites.
● Non-Retaliation: You have the right not to receive discriminatory treatment for
exercising the rights described above.
● Exercising Your Rights: To exercise any of the rights mentioned above or if you
have any inquiries regarding this Privacy Policy, please submit them through
email at preventativepethealth@gmail.com with the subject line titled: RIGHTS
REQUEST or call 574-355-3444.
● Making a Request; Requests by Others on Your Behalf: Only someone legally
authorized to act on your company’s behalf, including an authorized agent, may
make a verifiable request related to any personal or company data using the
methods described above. If we cannot comply with a request, we will provide an
explanation for the refusal, if applicable.
7. Fees
Accessing your Personal Data or exercising any of your rights will not incur a fee.
However, if your request is clearly unfounded, repetitive, or excessive, we may
charge a reasonable fee or refuse to comply with your request in such
circumstances.
8. Information We May Need from You
To confirm your identity and ensure your right to access your Personal Data or
exercise your other rights, we may need to request specific information from you.
This may include your first and last name, email address, mailing address,
telephone number, or other necessary information to verify your identity or the
authorization of your representative. This is a security measure to prevent
unauthorized disclosure of Personal Data. We may also contact you to request
further information related to your request for assistance in our response. Any
Personal Data provided for verification and fraud prevention will only be used for
that purpose and will be deleted as soon as practical after processing your
request.
9. Timing
We strive to respond to all legitimate requests within fourteen (14) days of receipt.
However, if your request is particularly complex or if multiple requests have been
made, it may take longer to process. In such cases, we will notify you and keep
you updated on the progress.
10. Appeals
If we refuse to act on your request, you have the right to appeal that decision. You
can contact us at preventativepethealth@gmail.com or 574-355-3444.
We appreciate the opportunity to address your concerns before you escalate the
matter to a relevant data protection supervisory authority.
11. Retention of Personal Data
We will retain your Personal Data only for as long as reasonably necessary to fulfill
the purposes for which it was collected, including legal, regulatory, tax,
accounting, reporting requirements or as specifically outlined in this document. If
there is a complaint or a prospect of litigation regarding our relationship with you,
we may retain your Personal Data for a longer period. The retention period is
determined based on factors such as the amount, nature, and sensitivity of the
Personal Data, the potential risk of unauthorized use or disclosure, the purposes
of processing, alternative means to achieve those purposes, and applicable legal
requirements. After the applicable retention periods expire, your Personal Data will
be deleted or anonymized. In cases where technical limitations prevent the
complete deletion of Personal Data from our systems, appropriate measures will
be implemented to prevent further use of such data. We may also aggregate your
Personal Data (so that it is no longer personally identifiable) to improve our
products and services, and in such cases, we may use the information indefinitely
without further notice to you.
12. Protection of Personal Data
Preventative Pet Health of Michiana takes precautions, including administrative, technical, and
physical measures, to protect against accidental or unlawful destruction, loss,
alteration, unauthorized disclosure, or access to the Personal Data we process or
use. However, it is important to note that no provider can guarantee absolute
security, especially when services rely on the public internet or involve
transmission through interconnected telecommunications networks. You are
responsible for safeguarding your account passwords, limiting device access, and
signing out of websites after your sessions. Any activity conducted using your
credentials or passwords is your responsibility. If you believe your password for
any of our websites or systems has been compromised, please notify us
immediately at preventativepethealh@gmail.com or 574-355-3444.
13. Linked/Mirrored Websites, Landing Pages & Third-Party Websites
For your convenience, our websites may transfer you to another website that
mirrors our main website or provide a link to a landing page that is controlled by
Preventative Pet Health of Michiana. In these instances, our Privacy Policy applies. When we
provide you with any hyperlinks to third-party websites, we are not responsible for
their privacy practices or companies that we do not own or control. This Privacy
Policy does not apply in these instances, and they may collect additional
information beyond what we collect on our websites. We do not endorse these
third-party sites, their services or products, or the content they contain. We
encourage you to review the privacy policy of each third-party site you visit to
understand how they collect, use, and protect your information.
14. Children
Our websites, products, and services are not directed to children under the age of
18 in the United States and we do not knowingly collect online Personal Data
directly from children. If you are a parent or guardian and believe that your minor
child has disclosed Personal Data to us, please contact us at prevenatativepethealth@gmail.com or 574-355-3444.
15. Changes to this Privacy Policy
We reserve the right to make corrections or updates to this Privacy Policy at our
discretion. When changes occur, we will post the updated Privacy Policy on our
website and update the Effective Date. In case of material changes, we will
provide a prominent notice at the top of the Privacy Policy for thirty (30) days
and/or send a notice to the email address you have provided us. We encourage
you to periodically review this Privacy Policy.
16. General Questions
If you have any questions, concerns, or inquiries about this Privacy Policy, please
contact us at preventativepethealth@gmail.com or 574-355-3444.