Policy

Cancellations

We understand that unexpected situations arise, and you may need to cancel an appointment or reservation. If that happens, we kindly ask that you notify us as soon as possible before your scheduled date. To cancel, please contact our office staff via phone at 740-927-0555

Boarding 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 (Deluxe/Standard/Cat)

  • Deposit Required: $30 per family.

  • Cancel more than 7 days in advance: Refund deposit.

  • Cancel 7 days or less but more than 3 days in advance: Apply deposit as credit to account without notice:F.

  • Cancel 3 days or less in advance: 25% of the total stay value will be charged.

Charges depend on the number and type of rooms booked and the time of year (peak vs. non-peak seasons).

Standard Rooms

Suites (Patio, Deluxe, and Elite Sections)

  • No deposit required.

  • Cancel more than 3 days in advance: No charge

  • Cancel 7 days to 1 day in advance: Apply deposit as credit to account.

  • Cancel same day: Forfeit deposit.

Charges depend on the number and type of rooms booked and the time of year (peak vs. non-peak seasons).

Grooming Cancellations

  • Cancellations made 3 days or less in advance may result in a $25 fee.

  • No credit card is required on file, but any outstanding cancellation fees must be paid before booking the next appointment.

Grooming Policy

Grooming slots are in high demand, and our groomers rely on these appointments for their livelihood. To ensure smooth operations, please be aware of the following:

  • If you arrive early and demand to take your pet before the grooming is complete, but the bath and prep have been completed, you will be charged for a full groom to cover the groomer's time and reserved slot.

  • If you prefer a strict time-based grooming service, please consider a salon that offers scheduled slot appointments.

  • Pickups can be as late as 5-7 PM. We will call or text you when your pet is ready.

Our Policy in Regard to COVID-19

To protect our clients and staff, we continue to take precautions to maintain a safe and clean environment. We appreciate your cooperation during these times.

  • If you are experiencing flu or COVID-19 symptoms, please arrange for someone else to drop off/pick up your pet.

  • Increased cleaning measures are in place across our facility, and hand sanitizer is available in our lobbies.

  • There is no evidence that COVID-19 is transmitted between pets and humans. However, dogs and cats have their own version of coronavirus, which is not transmissible to humans.

  • If you were charged a $30 booking fee and need to cancel due to COVID-19, we will refund the amount or credit it toward your next stay.