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Empowering practice sustainability through transparent, compliant payment solutions
Today’s veterinary practices are under mounting financial pressure. From inflation to rising operational costs and shifting client preferences, practice owners face dwindling margins and reduced appointment volume, but continuing to increase prices for pet parents may not be a sustainable or client-friendly strategy. To protect their bottom lines while continuing to provide the care clients count on, practices must explore alternative strategies.
Credit card surcharges, where permitted by law, may provide a practical, transparent solution. By allocating credit card processing costs directly to customers, practices can help preserve margins without broadly raising prices. This article outlines the benefits of implementing credit card surcharge fees while maintaining trust and satisfaction for the pet owners they serve.
Depending on size, region, and number of patients seen, a practice could incur upwards of $40,000 in credit card fees in a year1. That’s a meaningful expense — and it’s only becoming more common across the industry.
Surcharge fee adoption is on the rise, too. According to a recent J.D. Power survey, 34% of US small businesses have added a surcharge to customer credit card payments, up from just 5% in 2021.2
The credit card surcharge feature can help recover costs while keeping client pricing transparent. When applied consistently across in-clinic, online, and recurring payments, it can help practices:
With Covetrus® Payments and its integrations with leading payment processors, the surcharge feature can be implemented seamlessly inside existing workflows, all without disrupting the care experience clients trust.
Veterinary care is personal, and conversations about cost require honesty, consistency, and empathy. When introduced thoughtfully, the surcharge feature can be positioned not as an added burden, but as a way to sustain the quality of care pet parents rely on.
Credit card surcharges are regulated at both the state and card network level. While many states allow it under specific conditions, it’s important to be aware of your individual state’s regulations. Because requirements can vary, Covetrus recommends consulting your legal advisor before implementing the credit card surcharge feature.
Veterinary practices need a partner who understands clinical workflows and is committed to compliance. When evaluating vendors, look for:
Covetrus Payments is integrated directly into your practice management software, so you can manage payments seamlessly without leaving your system or relying on an external portal. It helps streamline workflows, delivers secure, reliable performance, and scales with your practice as it grows — without the need for a separate, standalone payment processor.
The surcharge feature should be clearly and consistently communicated. To set expectations and help avoid confusion, focus on:
30 days before launch:
14 days before launch:
Covetrus training tip: Use roleplay scenarios during training to build team confidence.
Veterinary practices are navigating real financial pressure, and doing so requires both clarity and empathy. When implemented transparently and compliantly, surcharging can help protect care quality while maintaining trust for the pet parents who count on you.
How to set yourself up for success:
We’re here to help! From pre-visit to post-appointment, Covetrus solutions help simplify payments and communication across every stage of the client journey, so you can focus on delivering exceptional patient care.
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