Cancellation Policy

Cancellation Policies

Our services stay very full. We book six to eight weeks out for our grooming services and are  full on many weekends for our boarding. Our Playcare and transportation services are also typically close to capacity.

               Along with our growth in our services, we have also had growth in last minute cancellations. In the past, we have been able to absorb these cancellations without too much of an adverse effect on our customers and our business. Unfortunately, when we run so close to capacity, having a last minute cancellation effects our ability to serve our PAW family because we may not be able to contact someone in time to fill the open slot that a cancellation creates. Considering this, we have instituted cancellation policies. We know that things come up and plans can change. We get it. Our policies are not meant to penalize people who let us know in a timely manner. But we need to be able to feel confident that appointments will be cancelled as soon as possible to avoid last minute cancellations, or no shows. This allows us to contact people on our wait lists and try to offer these open spots to other members of our PAW Family who need them.


  • Boarding Cancellation Policy

    All reservations will be required to have a card on file. You may choose to pay by cash or check upon pickup. If paid by card, there will be a 3% processing fee added to the total.

    If boarding reservation is canceled:

    • More than 72 hours prior to drop off: There is no cancellation fee.

    • 24 to 72 hours prior to drop off: Owner will be charged for first night of the stay. Price will be determined by the size of the run booked. Playcare and other amenities booked with the stay will not be charged.

    • 24 hours or less: Owner will be charged for full price of the stay. Price is determined by run booked. Playcare and other amenities booked with the stay with not be charged.

    Example: 

    For a reservation scheduled to drop off on Friday:

    • If cancelled before 6pm on Tuesday, there is no charge. 
    • If cancelled after 6pm Tuesday and before 6pm Thursday, there is one night of stay charged.
    • If cancelled after 6pm on Thursday, or if there is a no show, there will be a full charge for the stay. 

    EARLY DEPARTURE FEE: 

    As with a reservation that cancells, we also need to be notified if you plan to pickup you pet early. We need to make sure that there is time to have their belongings prepared and also have time to complete any departures services to be completed. We also need to have time to notify any on the waitlist that there is an opening for them. 


    Early depature fees follow the same criteria as the cancllation fees. Please note that the notice required is related to the date of desired early pickup, not the date of the original reservation.

    If early depature notification is given:

    • More than 72 hours prior to drop the date of the early pickup : There is no cancellation fee.

    • between 24 and 72 hours prior to early date of the early pickup: Owner will be charged for first night of the stay. Price will be determined by the size of the run booked. Playcare and other amenities booked with the stay will not be charged.

    • 24 hours or less prior to the date of the early pickup: Owner will be charged for full price of the stay. Price is determined by run booked. Playcare and other amenities booked with the stay with not be charged.


    For an early pickup date of Friday:

    • If notice of early pickup is given before 6pm on Tuesday, there is no charge. 
    • If notice of early pickup is given after 6pm Tuesday and before 6pm Thursday, there is one night of stay charged.
    • If notice of early pickup is given after 6pm on Thursday, or if there is a no notice given, there will be a full charge for the stay. 


  • Grooming Cancellation Policy

    Grooming is a very popular service. We are usually 4-6 weeks scheduled out and often have a waitlist. The following applies to any groom canceled 24 HOURS OR LESS BEFORE YOUR APPOINTMENT TIME OR A NO SHOW. 

    • FIRST CANCELLATION: Courtesy Reschedule. We understand things come up! For your first cancellation, we will reschedule your appointment at no charge, but it will be required to have a card on file before another appointment can be made.
    • SECOND CANCELLATION: $25 cancellation fee per slot taken. For example, if you have two dogs scheduled for grooms it would be $25 each, for a total of $50 cancellation fee. 
    • THIRD CANCELLATION: You will be responsible for the full price of the groom you missed and will be required to prepay the full price for your next groom before a reschedule appointment is made.

    24 hours notice is before 9 am the day prior. 

    For example, an appointment on Wednesday must cancel before 9 am on Tuesday. 


  • Transportation Cancellation Policy

    All transportation reservations are finalized by 3pm the day prior to the transport. 

    • Transportation requests after 3pm of the day prior may not be honored. 
    • If a transport reservation is cancelled after 3pm the day prior, or the dog is unavailable for scheduled pickup, the transportation fee will be charged. 

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