Challenge

Less than four years after opening its first urgent care clinic for pets in New York City, Bond Vet had evolved into a full-service veterinary care provider. By 2023, the company had reached a milestone in its growth trajectory: embarking on a major expansion across East Coast cities and moving into the Midwest for the first time. That year alone, the company grew from 23 to 46 clinics.

Each of those Bond Vet locations needed to process in-person payments during visits and collect online payments for services like pre-surgery deposits and telehealth appointments. During its rapid expansion in 2023, Bond Vet began using Stripe for both online and in-person payment processing at new clinics while maintaining a legacy payment system at existing locations in New York City, Boston, and elsewhere. The company quickly realized, however, that its legacy payment processor no longer met its needs.

Bond Vet’s legacy system required each clinic to have a separate account, forcing regional managers and corporate financial staff to log in separately to view transaction data for each location. This siloed data environment made it harder for Bond Vet to identify revenue trends across clinics and slowed responses to customer payment questions.

“We’d have new clinic managers emailing headquarters with urgent requests for access to additional clinics as they tried to assist customers,” said Tonya Lee, Bond Vet’s senior director of accounting. “Having each clinic’s payment data living in separate accounts sometimes meant a manager couldn’t initiate a refund in a timely manner. It was far from ideal.”

The company also wanted to maximize revenue at all locations by improving authorization rates and reducing false declines. To achieve those goals and support the company’s future growth, Bond Vet realized it was time to consolidate all clinics into a single, integrated payments system.

Solution

In 2023, Bond Vet migrated all of its clinics onto Stripe to streamline operations, improve customer service, and increase revenue.

The migration went smoothly, in part, because the company’s practice management software (Vetspire) had built-in Stripe integration features, including support for Stripe Payments as Bond Vet’s payment processor. To capture in-person transactions, Bond Vet integrated Stripe Terminal and sent WisePOS E smart readers to every clinic.

With Stripe integrated company-wide, Bond Vet grouped clinics in the same geographic area to a single Stripe account. This allowed the finance team and regional managers to view payments data across all clinics in their region, such as New York City’s 22 clinics, from 1 dashboard.

Across its unified payment system, Bond Vet now accepts credit cards, Apple Pay, Google Pay, and Cash App. To increase acceptance rates, the company also implemented Authorization Boost, which unifies Stripe’s AI-powered acceptance optimizations: Adaptive Acceptance, which identifies the best retry messaging and routing combinations to recover false declines; network tokens, which provide more secure customer-specific payment credentials; and card account updater, which prevents payment disruptions due to outdated card information.

With an integrated Stripe system in place, Bond Vet staff members capture in-person payments by asking customers to put a preferred payment method on file and charging that payment method at the end of each visit. If the customer prefers to use a different payment method, they can swipe or tap on the Terminal WisePOS E. For online payments, such as pre-surgery deposits, Bond Vet uses Payment Links, which sends the customer a payment page via email.

Results

Consolidated payment system streamlines operations and customer service

Creating a unified payment system for online and in-person payments has streamlined finance team processes. Finance leaders can easily download transaction data for an entire state at once (rather than accessing each clinic separately). And if a customer has questions about a payment, support staff can easily view transaction details—even for payments made at different locations.

“Now a manager only has to be granted access once to gain access to all clinics in the area, which helps with ease of use,” said Lee. “And if there’s a payment issue at one location, the manager can assist staff there even if working at another clinic.”

Bond Vet captures $4.5 million in additional revenue through Authorization Boost

Since integrating Stripe, Bond Vet has seen an increase in revenue by improving authorization rates. Between September 2023 and September 2025, features such as network tokens, card account updater, and Adaptive Acceptance have recaptured more than 15,000 false declines, boosting payment volume by 2.28% and generating an additional $4.5 million in revenue.

Simplified online and in-person payment system reduces transaction friction

Clinic visits can be stressful for pet owners, especially when juggling a sick pet while trying to pay. Bond Vet now stores a payment method for each customer and charges it at the end of visits, making it easier for pet owners to get out the door and head home. By using Payment Links, Bond Vet can easily collect deposits or collect post-visit payments from home.

Unified payment system simplifies expansion

With a unified payment infrastructure in place, Bond Vet is well positioned for future growth. Setting up a clinic in a new state, as it did when expanding into Philadelphia in 2025, is straightforward. Bond Vet simply creates a new Stripe account for the state and links it to a local bank account. When Bond Vet opens a new clinic in a state it already operates in, there’s no extra work on the payments front. It’s as simple as adding that clinic to the existing regional Stripe account and connecting the Terminal card reader to the location’s internet.

Bond Vet’s Stripe integration also makes it easier to add new payment features to meet customer needs. For example, Bond Vet is considering offering a buy now, pay later (BNPL) option to help customers manage unexpected bills from an accident or illness.

“A lot of times pet parents don’t have insurance, and BNPL options are right there in Stripe,” said Lee.