Communication Terms & Conditions

Purpose

At Creature Comforts Veterinary Service, communication is an essential part of providing compassionate, high-quality care.

This policy outlines how we communicate with clients, how information is used, and the expectations for respectful interactions. Our goal is to ensure clear, effective communication while protecting both our clients and our team.

1. Scope of Engagement & Communication

By engaging with Creature Comforts Veterinary Service including but not limited to:

  • In-clinic visits
  • Phone calls
  • SMS/text messaging
  • Email
  • Website use
  • Online store purchases or interactions
  • Social media platforms
  • Any other digital or in-person interaction

You hereby acknowledge and consent to communication from us related to your pet’s care, services, and your relationship with the clinic.

Communication may occur through:

  • Phone calls and voicemail
  • SMS/text messages
  • Email
  • Online store notifications (order confirmations, updates, reminders)
  • Social media or other electronic messaging platforms

2. Purpose of Communications

We may contact you for:

  • Appointment reminders and confirmations
  • Patient care updates and discharge instructions
  • Follow-up care and treatment coordination
  • Billing, invoices, and account notifications
  • Online store order updates and product-related communication
  • Important clinic updates or service-related notices

We do not send marketing or promotional communications without appropriate consent where required.

3. Consent to Communication

By providing your contact information:

  • You confirm you are authorized to use that contact method
  • You consent to receive communications related to your pet’s care and services
  • You understand that communication is necessary to provide veterinary services

Limiting communication methods may impact our ability to provide timely care updates.

4. Communication Limitations & Expectations

At Creature Comforts, our priority is always direct patient care. While we strive to keep you informed, communication timing is structured to ensure that our medical team can focus on providing the best possible care to all patients.

Emergency Disclaimer

Electronic communications (including SMS, email, online store messaging, and social media) are not continuously monitored. They shall not be used for urgent or emergency situations. If your pet is experiencing an emergency, call the clinic directly or seek immediate veterinary care.

Medical Communication Limitations

Electronic communication is intended for general communication and follow-up only.

Medical advice, diagnoses, and treatment decisions may require:

  • Direct consultation with a veterinarian
  • An in-person examination

Response Time Expectations

Response times may vary depending on:

  • Patient care demands
  • Clinic volume
  • Staffing availability

Hospitalized Patient Updates

For hospitalized patients:

  • We provide one scheduled update per day
  • Updates are typically provided:
    • Monday–Friday: between approximately 11:00 AM – 4:00 PM
    • Weekends: between approximately 2:00 PM – 8:00 PM

These updates are coordinated by our medical or communication team based on patient status and hospital workflow. We understand how important updates are, and we make every effort to provide meaningful, thorough communication during these times.

Same-Day Admissions & New Patients

If your pet has been admitted the same day:

  • You may not receive a full update until the following day
  • This is because aspects such as the admission process, diagnostic testing, stabilization and treatment initiation require significant time and medical attention from our team.

If you would like an update sooner, you are welcome to call the clinic.

After-Hours & Communication Monitoring

Our phone lines, text messaging systems, and communication platforms are not monitored 24 hours a day. Messages received outside of regular communication hours may not be reviewed until the next business day. If you need emergency care or an urgent response, you are expected to call the clinic directly.

Repeated Calls & Communication Limitations

We kindly ask that clients limit repeated calls for updates.

  • Frequent calls may:
    • Interrupt medical care
    • Delay treatments
    • Pull staff away from critically ill patients

Our team must prioritize hands-on patient care, especially in emergency and hospitalization settings.

As noted in our hospital policies :

  • Excessive communication may result in additional charges for staff time
  • Updates are structured to ensure both quality care and meaningful communication

Our Commitment

We want you to feel informed and supported.

Our communication structure is designed not to limit care, but to ensure that:

  • Your pet receives the attention they need
  • Updates are accurate and meaningful, not rushed
  • Our team can safely care for all patients in the hospital

5. SMS/Text Messaging Terms

If you opt in to SMS communications:

  • Message frequency may vary
  • Message and data rates may apply
  • Wireless carriers are not liable for delayed or undelivered messages

Opt-Out

You may opt out at any time:

  • Reply STOP to unsubscribe
  • Reply START to re-enroll
  • Reply HELP for assistance

Opting out of SMS does not prevent us from contacting you through other methods for urgent or medically necessary matters.

6. Email, Phone & Online Store Communications

You may receive communications via email, phone, and our online store platform.

  • Emails may include order confirmations, receipts, care updates, and clinic notifications
  • You may unsubscribe from non-essential emails where applicable
  • Essential communications (medical, billing, order-related) may still be sent

By providing your phone number, you consent to receiving:

  • Calls
  • Voicemails (which may include medical or service-related information)

7. Communication Preferences & Opt-Out Requests

You may request to limit or discontinue specific communication methods.

  • Requests must be submitted in writing
  • You must specify which communication method(s) you wish to discontinue

We will:

  • Make reasonable efforts to update your preferences
  • Apply changes moving forward

Important:

  • Requests are not guaranteed to apply retroactively
  • Opting out of one method does not opt you out of all communication
  • We may still contact you through alternative methods for urgent medical needs

8. Limitations on Retroactive Changes & Data Removal

While we will make reasonable efforts to honor requests:

  • We cannot guarantee the removal of communications, records, or data that were created, shared, or processed prior to your request
  • Certain records must be retained for medical, legal, or operational purposes

This includes, but is not limited to:

  • Medical records
  • Billing records
  • Previously sent communications

9. Use of Images, Testimonials & Social Media

Creature Comforts may share:

  • Patient images
  • Client testimonials
  • General clinic experiences

These may be shared through various ways including but not limited to:

  • Website
  • Online store
  • Social media
  • Educational or promotional materials

We strive to ensure all content is respectful and appropriate.

Content Removal Requests

If you would like content removed, submit a request in writing with identifying details.

We will:

  • Make reasonable efforts to remove content from platforms under our direct control
  • Apply removal moving forward

Limitations

  • We cannot guarantee removal of content that has already been published, shared, archived, or distributed
  • We cannot control or remove content from third-party platforms, reposts, or external archives
  • Removal requests apply to future use and content within our control

10. Privacy & Data Use

  • We do not share mobile opt-in data or consent with third parties for marketing or promotional purposes
  • Communication data is used solely for providing veterinary services and related communication
  • SMS opt-in data and consent will not be shared with third parties

We may use third-party service providers (such as messaging or e-commerce platforms) to facilitate communication. These providers are required to safeguard your information and may only use it on our behalf.

11. Data Security

We take reasonable steps to protect your information; however, no system is completely secure, and we cannot guarantee absolute security.

12. Respectful Communication Policy (Zero Tolerance)

Creature Comforts maintains a zero tolerance policy for abusive behavior, consistent with our hospital policies .

This includes:

  • Verbal abuse
  • Threats or intimidation
  • Yelling or aggressive demands
  • Harassment toward staff, clients, or vendors

If such behavior occurs:

  • Services may be refused or discontinued immediately
  • You may be asked to leave the premises
  • You may be permanently dismissed from the practice
  • You remain financially responsible for services already performed

We are here to help—but respectful communication is required for us to provide safe and effective care.

13. Communication Reliability

We are not responsible for:

  • Delayed or undelivered messages
  • Technical failures outside our control
  • Missed communications due to incorrect or outdated contact information

14. Client Responsibility

You are responsible for:

  • Providing accurate and current contact information
  • Monitoring communications regarding your pet
  • Notifying us of any changes

15. Changes to This Policy

We may update this policy at any time. Updates will be posted with a revised effective date. Continued engagement with the clinic constitutes acceptance of these terms.

16. Contact Information

CCVS, INC. D/B/A Creature Comforts Veterinary Service
(570) 992-0400
820 Route 115, PO Box 700, Saylorsburg, PA 18353