General Policies

Aloha and welcome to HI Pets Vet Clinic!


Mahalo for choosing to trust us with your pet’s healthcare needs. Your pets’ health and wellbeing is our priority and we want to create a partnership built on understanding, communication, and mutual respect delivered with care and compassion. 

We are a privately-owned small business offering primary care to dogs and cats throughout their lives. This letter is to familiarize you with our clinic as well as our policies.

We are located inside: Mililani Petsmart at 95-660 Lanikuhana Avenue, Mililani HI 96789

Our office hours are:
Monday, Tuesday, Thursday and Saturday from 9am to 5pm
Wednesday and Friday from 9am to 7pm.


General Policies

All pets need to be appropriately secured (leashed or confined in a carrier) when at the clinic.
If an accident occurs due to failure to properly restrain your pet, liability will fall solely on the pet owner.

One of our veterinarians has to physically examine your pet within the past 12 months in order to prescribe any medication including flea & tick, heartworm, & dewormers.

Heartworm testing is required @ 7 months & then annually. Testing is required even when dogs are on heartworm prevention year round. Even if you never miss a dose or give it late, it is possible for your dog to spit or vomit out their medication without your knowledge.

Some long-term medications require periodic blood work. This includes regular NSAID use, thyroid medications, heart medications, insulin, and steroids. Blood work is necessary to ensure the dosage is correct as well as catch any adverse effects that can occur with long term medications.

Medication Refills
Please call us for refills 3 days before it is needed, a technician will call you when your medication is ready for pickup.

Written Prescription Policy
We do our best to make our medications affordable; however, some pharmacies are able to purchase certain medications in bulk & therefore can sell their products for less than we can buy it from our distributors. If you would prefer to purchase your prescriptions from an outside pharmacy, we will provide a written prescription with a fee assessed of $5.00 to help defray our costs of the time it takes us to prepare it. Due to our appointment schedule we are unable to provide a written script on the spot. Written prescriptions will be completed & available within 3 business days. We believe it is better to have written documentation of all prescriptions that are filled outside of our clinic & will not be calling in scripts as there are more prescription errors when relaying information over the phone.
If you are requesting an immediate prescription there will be an urgent request fee of $10.00 per script. We are sorry for any inconvenience this policy creates, but it is necessary as it is time-consuming for our staff, & it takes away attention from the patients currently at the clinic. Please note these fees are waived for medications we do not keep in stock including prescription food. (Policy effective March 15th, 2024)

New Client deposits
We require a deposit equal to the cost of an exam fee of $49.21 (per pet) to reserve your appointment. This deposit will be credited towards the scheduled appointment.
If the appointment needs to be rescheduled and is done in a timely manner (see no show policy), the deposit fee will remain as a credit for the rescheduled appointment.
The deposit is non-refundable if the appointment is a no show or cancellation is less than the required notification (see our no show policy).
If you have made your reservation using our online booking kiosk, a staff member will contact you to confirm the appointment and collect the deposit.
We can take your deposit in person, over the phone or via an online invoice link.

No Show policy
From time to time, we have clients who do not show up for their appointments (no shows) as well as last minute cancellations. To ensure that we have accurate availability for all of our clients, we will be implementing this “No Show” policy effective January 1st, 2024.

While we understand some things come up that are beyond your control, it is important to understand that every appointment, routine illness, injury or surgical procedure, is very valuable clinic time. Every ‘no show’ and last minute cancellation takes away from another pet who is in need of care.

If it is necessary to cancel your scheduled appointment, we ask that you call during business hours and at least 6 hours before your appointment time (next day morning appointments must be called in the day before during our normal business hours). Appointments are in high demand, and your early cancellation allows us the opportunity to help as many animals as possible.
In the event of an actual emergency and prior notice could not be given within our no show parameters, with supporting evidence or information, consideration of waiving the fee MAY be given. This is at the discretion of clinic management.

Existing Clients
An established client who misses two (2) appointments in a rolling 12-month period of time will be asked to pay a deposit when scheduling their next appointment. The payment will go towards that patient’s upcoming appointment. The payment will not be refundable if the client cancels the appointment without sufficient notice (see our no show policy) or is a no show.

Surgery Clients
Rescheduling must be done no less than 24 hours in advance of the surgical procedure. No Shows and cancellations made less than 24 hours will be required to pay a $100.00 reservation fee to reschedule the procedure. The deposit will be applied to the procedure at the time of service. If the rescheduled surgical appointment is a no-show, the reservation fee will not be not be refunded.

Late Arrival
Your appointment time is reserved specifically for your pet. Please plan to arrive at least 10 minutes before your appointment time. This allows us the time to check your pet in, get you into an exam room and ensures that the Doctor will have time to address your questions and concerns in order to provide the best care for your pet.
We make every effort to be on time for all of our appointments. Unfortunately, when even one patient arrives late, it can impact the appointments that follow. Therefore, a client that arrives 15 minutes past their scheduled appointment may need to be rescheduled.
We apologize for any inconvenience this might cause and we appreciate your cooperation and understanding.

Payment is due at the time of your visit. We have several payment options for your convenience, we accept all major credit cards, Scratch Pay and Care Credit. We do not extend credit nor accept checks and you are responsible for all fees for products and services provided on the day of your appointment. We do not accept payment plans. We encourage you to apply for CareCredit and/or ScratchPay prior to your pet’s appointment or surgery by visiting their respective websites.

Mahalo for taking the time to read and understand this information, our staff greatly appreciates your time & attention.

We see pets by appointment only. If you arrive without an appointment, we will schedule your pet for the next available appointment, this will usually require you to return on another day. In the event of an emergency we may need to refer you to an emergency or specialty clinic. 

Appointment Reminders:
We send text and email reminders a couple days in advance of your appointments that are scheduled, please reply via text, e-mail or phone call to confirm your appointment. If we do not get confirmation from you, time permitting, we will be giving you a call the day before. However, it is your responsibility to come at the time you scheduled, or to let us know if you cannot make it (see our “no show” policy). 

Please make sure we always have your updated contact information. 

Aggressive pets:
We do our best to safely and professionally handle pets that are aggressive.  You may be asked to place a muzzle on aggressive dogs or give sedatives prior to your appointment for the safety of everyone.

Our clinic has the right to terminate a relationship with any client who is abusive with any of our doctors or staff, who slanders/ libels/ commits defamation of our clinic in any form, who repeatedly fails to follow medical advice from our Doctors or who does not pay at the time that service was rendered. 


Mahalo for entrusting us to provide exceptional care to your pets!