Terms of Service and Relationship Expectations for Ruff Day Vet + Pet Gym
At Ruff Day Vet + Pet Gym, located in Gig Harbor, WA, we are dedicated to providing exceptional veterinary care in a collaborative, respectful environment, rooted in our core philosophy of Integrative Veterinary Medicine. We excel in rehabilitation, advanced pain management, and holistic wellness, employing a biopsychosocial lens (a holistic framework considering biological, psychological, and social factors) and One Health Framing (recognizing the interconnectedness of human, animal, and environmental health). We prioritize unhurried appointments, deep listening, clear communication, and view clients as active partners. We foster a fear-free environment and respect “pet agency” (pets willingly “opt-in” to care). Our approach is collaborative with other vets and specialists, providing pragmatic, evidence-informed solutions that often go beyond conventional approaches. We are committed to transparency, ethical business practices, and planetary stewardship.
This document outlines our commitment to you and your pet, as well as the expectations we have from our valued clients, to ensure a positive and successful relationship. By booking an appointment, proceeding with services, or otherwise engaging with Ruff Day Vet + Pet Gym or our website, you indicate your acceptance of these terms.
1. Building Relationships Through Mutual Trust & Our Commitment to You
As a client of Ruff Day Vet + Pet Gym, you can expect the following, consistent with our commitment to mutual trust and a modified version of the American Veterinary Medical Association’s Positive Pet Care Guide:
Respect and Compassion: To be treated with consideration, respect, and compassion by all members of our team.
Informed Choices: To be presented with a range of care options that address your pet’s needs, with transparent explanations of proposed diagnostics, differential and definitive diagnoses, treatments (conventional and complementary), common and likely side effects, estimated costs, prognosis, and alternative options. Your active participation and understanding are essential for your pet's care.
Transparency: To know who is providing your pet’s care and to be assured that it complies with applicable laws.
Feedback: To have your constructive feedback welcomed and thoughtfully considered.
Availability: To have clear contact information and office hours for ongoing care and questions or concerns.
Punctuality and Communication: To be seen on time or to be notified of any delays, respecting your time.
Financial Clarity: To be informed of the costs associated with veterinary services and available payment options without assumptions.
Confidentiality: To have your medical and personal information held in confidence, with access to copies or summaries of medical records upon request, subject to legal requirements.
2. Veterinarian-Client-Patient Relationship (VCPR) & Informed Consent
A VCPR (Veterinarian-Client-Patient Relationship) is the professional relationship between you, your animal(s), and your veterinarian, and is the basis for interaction between veterinarians and their clients and patients. As required by Washington state law (WAC 246-933-200), a VCPR is established through an initial in-person examination of your pet by a licensed Ruff Day Vet + Pet Gym veterinarian. This relationship is fundamental to providing veterinary care, including diagnoses and prescribing medications. Once established, the VCPR may be maintained through subsequent in-person visits and, where medically appropriate, via electronic or telephonic communication.
We are committed to transparent, informed consent. Before diagnostics or treatment, we will discuss proposed tests, diagnoses (differential and definitive), treatments (conventional and complementary), common and likely side effects, estimated costs, prognosis, and alternative options. This discussion will be documented in your pet's medical record. Your active participation and understanding are essential for your pet's care.
3. Appointment Scheduling & Management
Self-Scheduling Online: Your Empowerment
We have invested in user-friendly technology to empower you to manage your appointments. It is our expectation that you will perform self-scheduling on our website’s Client Login page, and that you will use confirmation emails to reschedule and cancel appointments. For existing clients, you may schedule appointments for your pet on our Client Login page. We are happy to provide personalized instruction on performing these duties; please ask for an in-person tutorial at your next visit. Accommodations for accessibility challenges will be addressed on a case-by-case basis. You are responsible for keeping track of your appointments and managing them to the best of your ability.
Punctuality: Respecting Your Pet's Comfort & Clinic Flow
Our comprehensive appointments are precisely scheduled to provide ample time for your pet's needs. Treatments generally take less than 10 minutes (for single modality Shockwave appointments), or 30-90 minutes for comprehensive sessions. We kindly request that you arrive right on time or 5 minutes early for your appointment. This window allows us to maximize time with your pet, minimize waiting, and ensure a smooth flow as pets enter and exit our corridor for their comfort and safety. We greatly appreciate it if you call us to let us know if you're running late.
Cancellations & Rescheduling Policy: Transparent & Fair
We understand that life happens and sometimes appointments need to be changed. As a small veterinary practice, we've carefully structured our schedule to provide quality care while maintaining sustainable operations. When appointments are cancelled with short notice, it prevents other pets who need our help from receiving timely care and creates financial hardship for our small business that we simply cannot absorb.
72+ hours notice: No cancellation fee - we appreciate your consideration
48-72 hours notice: 25% of appointment cost - helps offset partial losses
24-48 hours notice: 50% of appointment cost - represents significant lost revenue
Less than 24 hours notice or "No-Shows": 100% of appointment cost
Why This Policy Matters:
Cancellation on short notice results in lost revenue we cannot recover. It also limits our ability to see other pets who could have used that appointment time. This policy ensures we can continue providing accessible, high-quality care to our community.
How to Cancel/Reschedule:
Please use our online booking system via your confirmation emails, or contact us using the methods in Section 4. We're always happy to work with you when advance notice is provided.
Payment of Cancellation Fees:
Cancellation fees are due immediately and may be charged to the payment method on file. Unpaid cancellation fees may accrue interest at 1.5% per month (18% annually) and may be subject to collection efforts, including additional collection costs and attorney fees.
4. Communication Expectations & Honoring Days Off
Please communicate through email or text for issues that do not necessitate a phone call.
Responses to correspondence may take up to one business week, depending on circumstances.
For non-urgent and non-emergency issues that require a phone call, we ask that you schedule one in advance via text or email, stating your preferred date and time range.
We are able to provide high quality veterinary service because we honor our needs for rest and recovery. Our typical days off are Thursdays, Fridays, and Saturdays. If you contact us on these days, you will not hear from us until we are back in the office.
Important: If you or your pet are experiencing an emergency, please do not wait for a response from us to act and get appropriate help from an emergency veterinary hospital.
5. Service Provision & Scope of Practice
Integrative & Holistic Approach: Comprehensive Care
Ruff Day Vet provides integrative veterinary medicine, combining conventional and complementary therapies (e.g., rehabilitation, acupuncture, pain management, nutritional guidance) to offer comprehensive care.
Scope of Veterinary Practice: Our Boundaries
All services are provided within the scope of the Washington State Veterinary Practice Act. Ruff Day Vet does not provide emergency or surgical services on-site or after-hours emergency care. For immediate, life-threatening emergencies, clients must seek care at an emergency veterinary hospital.
Pet Agency & Positive Reinforcement: Willing Participation
We prioritize a fear-free environment and respect "pet agency," meaning care is collaborative and utilizes positive reinforcement methods. We will not force procedures on pets who are unwilling to "opt-in" to care, and alternative approaches will be discussed.
Handling Setbacks & Adjustments: Our Commitment to Improvement
We recognize that despite our best efforts, challenges may arise. We are committed to working through any issues with grace and learning from them to improve our services continually. Clients are responsible for reporting any changes in their pet's condition or response to treatment. Care plans may be adjusted collaboratively based on your pet's progress and needs.
Documentation of Non-Participation:
When a pet is unable or unwilling to participate in recommended treatments or diagnostics, we will document this in the medical record along with our recommendations and your acknowledgment of the situation. This documentation protects your pet's wellbeing and ensures clear communication about care limitations.
No Liability for Pet Non-Compliance
Ruff Day Vet shall not be liable for any adverse outcomes resulting from a pet's unwillingness to participate in recommended treatments or diagnostics, provided that the need for such treatment and the risks of non-treatment have been communicated to you and documented in the medical record.
Alternative Care Options
We will always work with you to find alternative treatments when possible, but some conditions may require specific interventions that cannot be modified to accommodate an uncooperative pet.
6. Financial Terms
Payment Due: At Time of Service
Payment for services is due in full at the time of service. We accept cash, checks, credit, and debit cards.
Estimates: Clear & Detailed
Detailed cost estimates will be provided and discussed with you prior to the commencement of services.
Pet Insurance: Documentation for Reimbursement
Ruff Day Vet + Pet Gym does not directly process pet insurance claims. We will provide you with the necessary documentation (e.g., invoices, medical records) for you to submit to your insurance provider for reimbursement.
Prices Subject to Change: Flexibility & Transparency
Prices for services are subject to change at any time without prior notice.
7. Client Responsibilities
In return for our commitment, we ask the following of you:
Mutual Respect: Demonstrate consideration and respect toward all members of our team, other clients, and their pets.
Compliance with Treatment Plans: Follow agreed-upon treatment plans to the best of your abilities and communicate openly about any questions or assistance needed.
Informed Participation: Engage actively in decisions about your pet’s care, seeking clarity and providing accurate and complete relevant information about your pet’s health and medical history.
Communication: Adhere to the communication expectations outlined in Section 4.
8. Data & Privacy
At Ruff Day Vet + Pet Gym, we commit to protecting your personal and medical information with strict privacy protocols, sharing details only as required by law or with your explicit consent. While we strive to select third-party services like Provet, Google, Squarespace, and Acuity Scheduling that align with our privacy standards, these platforms operate under their own distinct privacy policies. We do our best in good faith to review these policies to ensure compatibility with our standards. However, given our limited resources, we encourage our clients to be proactive and review these policies themselves. Our records are protected with advanced encryption, accessible only to authorized personnel. We continuously monitor the security practices of our third-party service providers to ensure compliance with our standards. Despite our efforts, we recognize there are limitations in overseeing external platforms thoroughly. We welcome our clients to play an active role by bringing any discrepancies or concerns to our attention. This collaborative approach helps us maintain a secure and trustworthy environment, ensuring the privacy and integrity of our client and pet data is upheld to the highest standard possible.
9. Disclaimers & Limitations
Veterinary advice and services provided by Ruff Day Vet + Pet Gym are not a substitute for immediate emergency veterinary care.
Outcomes of veterinary treatments, including rehabilitation and integrative therapies, can vary depending on individual pet factors and are not guaranteed.
While we strive for the best possible outcomes, no medical treatment is without inherent risks or potential for complications.
10. Limitation of Liability
We are committed to providing the highest quality veterinary care, and we stand behind our services. However, veterinary medicine involves inherent uncertainties and risks that cannot be eliminated despite the exercise of professional care and judgment.
Liability Cap:
To the maximum extent permitted by Washington law, Ruff Day Vet's total liability for any claim arising from our services shall not exceed the amount you paid for the specific service giving rise to the claim. This limitation reflects the professional service nature of veterinary care and the unpredictable factors inherent in medical treatment.
Excluded Damages:
We will not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, loss of companionship, emotional distress, or costs associated with replacement pets. While we understand the deep bond between you and your pet, these limitations are necessary for us to continue providing accessible veterinary services.
Professional Judgment Protection:
Our veterinarians exercise their professional judgment based on their training, experience, and the information available at the time of treatment. Differences in professional opinion or unforeseen complications do not constitute negligence when care meets accepted veterinary standards.
11. Transparency and Ethical Practice
Service Integrity: Upholding Ethical Principles
We are committed to ethical practices in all our operations, upholding the principles of veterinary medical ethics.
Community and Environmental Responsibility: Conscious Decisions
We engage with our community responsibly and make environmentally and socially conscious decisions.
Prioritizing Mental Health Care in Veterinary Medicine: Inclusive Environment
In support of Not One More Vet (NOMV), we uphold a commitment to creating a welcoming and inclusive environment. Discrimination is not tolerated, and we strive to ensure all interactions within our facility are respectful and supportive.
12. Dispute Resolution
Informal Resolution First: In the event of any disagreement or concern, we encourage clients to first communicate directly with Ruff Day Vet management to seek an informal resolution.
Mandatory Mediation
If informal resolution is not achieved within 30 days, both parties agree that any dispute shall be addressed through mediation administered by a qualified mediator in Pierce County, Washington. The costs of mediation shall be shared equally between the parties.
Arbitration Option
If mediation is unsuccessful, either party may elect binding arbitration under the rules of the American Arbitration Association. The decision of the arbitrator shall be final and enforceable in any court of competent jurisdiction.
13. Terms Acceptance & Modification
By scheduling an appointment, receiving services, or continuing to use our services after being notified of changes to these terms, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.
Modifications
We reserve the right to modify these terms at any time. Significant changes will be communicated via email to clients with appointments scheduled. Continued use of our services after notification constitutes acceptance of modified terms.
Severability
If any provision of these terms is found to be unenforceable, the remainder of the terms shall remain valid and in full force and effect.
Thank You for Choosing Ruff Day Vet + Pet Gym!
By adhering to these terms, we foster a strong and positive partnership rooted in mutual trust and respect, aimed at providing the best care for your beloved pets. We thank you for choosing Ruff Day Vet + Pet Gym and look forward to continuing to serve you and your pet with dedication and care.
Please review these terms carefully. If you have any questions, please do not hesitate to contact us at hello@ruffday.vet or 253-252-0127.
Download Our Full Terms of Service (PDF).
Last Updated: 9/8/2025