Cancellation Policy: Read the policy below carefully
We understand that unplanned problems come up and you may need to cancel an appointment or reservation. If that happens, we respectfully request that you let us know as soon as possible prior to your scheduled date. To cancel you must only contact our office staff via email at cancel@alltails.com
Note: We count the number of days prior to a reservation as the number of full 24-hour periods before the day of drop off at 7am. For example, for a stay beginning on a Sunday (at any time), 5 days prior would be considered Tuesday at 7am. A cancellation for a Sunday booking that is made on the prior Tuesday at 3pm is considered to be made 4 days prior.
Below is a table outlining how we count the number of days prior:
Grooming Cancellations
We consider various situations and emergencies, and it will be at management’s discretion to waive cancellation charges. Our business often runs on a waitlist (especially during holidays and in the summer) and we are often forced to turn away customers only to end up with last-minute cancellations. Our cancellation policy is meant to help reduce the number of those situations we face, this protects both our customers and our business.
Boarding Cancellations
Suites (includes Patio, Deluxe, and Elite sections):
- Deposit required for 25% of total stay value at time of booking
- Cancel more than 7 days in advance: no charge
- Cancel 7 days or less but more than 3 days in advance: one-night charge
- Cancel 3 days or less in advance: 25% of stay value charge
Charges correspond to the number of rooms (e.g. 1, 2, 3, etc), type of rooms (e.g. deluxe, patio, elite), and time of year (e.g. peak vs non-peak) a customer is booked.
Standard Rooms:
- NO deposit required
- Cancel more than 3 days in advance: no charge
- Cancel 3 days or less in advance: one-night charge
Below is a chart summary of our boarding cancellation policy:
Grooming Cancellations
Cancellations 3 days or less in advance will result in a $25 fee. We do not require a credit card on file for grooming, but any cancellation charges must be paid before we can schedule the next appointment.
Grooming Policy
PLEASE READ
Grooming slots are in HIGH DEMAND and our shop is extremely busy. Groomers work on commission and this is their career that they use to feed their families.
That said, if you decide to show up early and demand your pet, that has not been completed, (yet bathed and prepped for final grooming) you WILL be charged for a full groom to cover Groomers time and the slot you scheduled.
We are sad to have to do this but unfortunately we have been forced to change our policy on this. If you want a slot-based grooming appointment, there are salons out there. Otherwise, pick-ups could be as late as 5-7pm. WE WILL CALL OR TEXT WHEN YOUR PET IS COMPLETE . Your patience is appreciated!
Thank You!
Our Policy in Regard to COVID-19
Regarding concerns with the Coronavirus (COVID-19), for your protection as well as our employees, be assured that our facility is taking every precaution to keep our environment extra sanitized and clean! As a small business that is involved in the “travel” industry per say, we are experiencing unprecedented cancellations that we have never seen in 25 years of business. During this challenging time, we appreciate all your continued support in other areas besides boarding and understanding our concerns. Please note the following as of 3/16/2020:
- Out of the abundance of caution, if you feel ill with Flu/Coronavirus-like Symptoms we ask that you please find another party to drop off/pick up your pet. IF you test POSITIVE for COVID-19 please Cancel your reservation if it is in the next 30 days. If you are sick, and have no other transportation alternative, please call ahead to discuss the situation. We want to take care of all our clients but we need a full and healthy team to do so!
- If you have traveled outside the country or to highly effected areas, please call us for pick up and we will meet you outside to process check out and bring out your pet.
- We have increased our cleaning policies in all areas of the kennel to prevent unknown transmission and hand sanitizer has been made available in our lobbies so feel free to use it.
- There is NO evidence that there has been any transmission from dogs and cats to humans and vice versa, dogs and cats do have their own version of coronavirus that we have known about for decades and cannot be transmitted to people.
- At this time, we have NO cases of coronavirus within our facility, so these measures are precautionary only.
- Effective Immediately, please ONLY send food and medication. Bedding and Toys will NOT be permitted to cut down cross contamination.
- If you were charged a $25 booking fee and need to cancel, we will refund that amount, unless you would like it credited to your next stay.
- Please follow us on Facebook and Instagram for any changes to these policies as time goes on. Thank you and best of health to all our staff, clients and their pets.