All the vets around here have the same policy -- its printed a hundred different ways and plastered all over the office. However, I'd think that good sense dictates that if someone is making a big stink over this AND getting the news involved that you'd make a one-time deal.... because the $400 he might loose over this poor cat's broken leg is nothing compared to the thousands he'll lose over people leaving his practice because they see him as an uncaring, money hungry man.