Cancellation policy
We accept a limited number of dogs, and when we reach that limit we begin turning away reservation requests. Our service is seasonal — at certain times of year there are fewer dogs at our facilities, while at others (Christmas and New Year, Carnival, Easter, Patriotic Month and long weekends of more than three days) we usually reach our limit well in advance. We depend on our busy seasons to carry the business through the quieter ones, so we can keep providing the experience our clients come for — and for which we’ve become, well… OK, we’ll say it: renowned!
Because we turn away reservations once we’ve reached our limit, a last-minute cancellation means we lose business we could have had. Even when we haven’t filled every spot, last-minute cancellations affect us, because our staffing depends on the number of dogs we expect each day. We explain all this so you know we have a cancellation policy and that we stick to it.
- •Cancel more than 7 days before your dog’s appointment: no extra charge — a refund will be issued.
- •Cancel less than 3 days in advance: we charge 50% of your invoice total.
- •Cancel on the day of arrival, or no-show: we charge 100% of your invoice total.
- •All December and January reservations must be modified or cancelled (for a full refund) by December 1st.
- •No refunds for cancellations or date changes resulting in fewer days after December 1st.
- •Return early during peak times: no refunds for unused days. During regular times, a credit note is issued for the unused day toward a future vacation.
- •If you paid for pet transport, a credit note for the transport amount is issued toward a future vacation.
Pet boarding agreement
The following agreement is between VIP Vacation Kennels (“Kennels”) and the pet Owner (“Owner”), who must sign on arrival.
- 1 Full payment for boarding is due upon the pet’s arrival. We accept cash, cheques (only for stays of one week or more) or PayPal.
- 2 The Owner agrees to pay for any special services requested, including veterinary costs and/or additional boarding nights not paid on arrival, at the time of departure. No pet may leave VIP Vacation Kennels until payment is made in full.
- 3 A $35 fee will be charged for any cheque returned unpaid by your bank.
- 4 If a pet becomes ill or its health requires professional attention, Kennels may, at its sole discretion, seek veterinary care or administer medicine, with any costs incurred being the Owner’s responsibility. This may include but is not limited to treatment for diarrhea, vomiting, coughing or other illnesses.
- 5 If your pet is authorized to play off-leash with animals of similar temperament, you are responsible for any consequences. To prevent breeding, only sterilized or neutered animals may play together.
- 6 Any damage to property or to another animal is the responsibility of the pet’s Owner. A pet showing aggression toward another pet or toward staff will be kept isolated during its stay; depending on the seriousness, admission for future stays will be re-evaluated.
- 7 Toys are allowed. To prevent clogged drains, some part of the toy must be larger than a tennis ball (e.g. a rope with a large knot on one end). Kennels is not responsible for lost or damaged toys.
- 8 A bed will be provided by Kennels, or you may bring your pet’s own. Kennels is not responsible for damage caused to the bed by your pet. Food bowls are provided, or you may bring your own. Each pet must bring its own leash.
- 9 The Owner must bring enough food for the entire stay, in a well-sealed container with portion sizes indicated. If food runs short during an extended stay, Kennels will buy the same or closest food, to be paid by the Owner on departure.
- 10 Pets must be collected before 12:00 p.m.; from 12:01 p.m. a full-day surcharge applies.
- 11 The Owner authorizes Kennels to use photos of their pet taken during activities for promotional materials and the website.
- 12 We reserve the right to refuse any pet that appears ill before its stay, or that shows aggression on arrival. All necessary care is provided, but Kennels is not responsible for injury or, in the extreme case, death that may occur during a pet’s stay.
- 13 In unforeseen cases of a female giving birth to a litter, Kennels has the right to charge all expenses incurred by the mother and her litter. Any pet left without communication from its owner will be rehomed after 15 days.
- 14 Only sibling pets may share a kennel, with prior authorization; if aggression appears they will be separated and each kennel charged at the individual rate. The pet will be released only to its Owner — if someone else is to collect the pet, this must be put in writing on arrival.
I have read, understood and accepted the conditions of this contract.