 Our Service Policies
General Policies
-
Payment is due when services are rendered.
-
Prepayment or a credit card on file is required for all after hours pick-ups.
-
Urban Tails credit (good for 6 months) will be given for overpayments, retail returns or cancelled reservation deposits.
-
Retail returns must be in original packaging and in salable condition. |
Daycare & Testing Policies
-
Social Evaluations are scheduled Monday through Friday at 9:00 am & 1:30 pm.
-
Due to the volume of new clients, we ask that you plan for a week from the time you contact us to the social evaluation. At times earlier appointments will be available.
-
Advance reservations for daycare are required.
-
Recurring daycare appointment schedules are recommended and can be reserved with our guest services team.
-
24 hour notice required for daycare appointment cancellation or daycare fee as reserved will be charged for all "no shows" in the event other customers were refused a reservation.
|
Pet Lodging Policies
|
Pet Lodging |
Regular
Check-in Times |
Regular
Check-out times |
| Dog Cage-free Sleepovers |
M - F 7 am - 3 pm
Sat 9 am - 2 pm
Sun Not available |
M - F 7 am - 6:30 pm
Sat 9 am - 4 pm
Sun 7 am - 9 pm*
(*Pick-up fee may apply) |
| Dog Loft Lodging |
M - F 1 pm - 3 pm
Sat 12 pm - 2 pm
Sun Not available |
M - F 7 am - Noon
Sat 9 am - Noon
Sun 7 am - 9 pm*
(*Pick-up fee charged) |
| Cat Lodging |
M - F 7 am - 3 pm
Sat 9 am - 2 pm
Sun Not available |
M - F 7 am - 6:30 pm
Sat 9 am - 4 pm
Sun 7 am - 9 pm*
(*Pick-up fee charged) |
-
We try to be flexible when we can because we know that life is frequently quite unpredictable. However, the dogs staying at our facility play hard & REALLY need their sleep. Every disruption during non-business hours wakes them up to see what's going on. Going back to sleep is not always possible. We strongly encourage all clients to drop-off and pick-up within our regular check-in/out hours, for your dog's sake.
- Special appointments outside of the regular check-in and check-out times must be scheduled in advanced and may be subject to additional charges. Your pet may also be placed in less spacious accomodations during the periods outside the defined check-in/out times until their loft or suite is made available and cleaned.
- For cagefree sleepovers, dog lofts and cat suites there is a two night minimum charge during weekends and most peak periods. Peak times include spring break and all days in June, July and August. A three night minimum charge is required for holiday boarding stays in our dog lofts and cat suites.
-
A $50 deposit is required to confirm your holiday lodging reservation (cage-free, loft & cat). Deposit amount is forfeited for all late cancellations, no-shows, or reservation changes that reduce the number of nights reserved. Two weeks notice is required for cancellations or reservation changes for credit of deposit paid.
-
Please notify us as early as possible on cancellations so that we may accomodate another client from our waiting list. Lodging reservations during peak periods are subject to a cancellation fee in the event 48 hour notice is not provided. Cancellation fee equals one night boarding fees.
-
In creating our dog lofts we have considered the wear and tear that occurs when boarding dogs. We also know that some dogs (that are not accustomed to boarding or confinement) can be destructive when left alone. You will be responsible for damage fees or replacement costs of any items physically damaged by your dog during their stay. We will not charge for normal wear and tear. Damage fees for our standard loft set-up range from $5-$50 and physical suite damage fees are capped at $200. | |
|
|