Puppy Haven
Terms | Policies
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Booking & Payment
Payment is required in advance to secure all services.
Reservations are confirmed only once payment has been received.
Advance payment guarantees your pet’s reserved time slot and ensures no scheduling overlaps.
There are limits to the number of pets cared for per day.
For recurring weekly services (walks, drop-ins, etc.), payment must be submitted at the beginning of each week on a first come first serve basis (Sunday at the latest) prior to scheduled services in order to secure your pet’s spot. Invoices will be sent out on Fridays. Or if you’d like to lock in your slot you may pay earlier than Friday.
For non-recurring services booked weeks or months in advance, payment in full is required to secure your reservation. Dates are not held without payment.
Split payments are only available for invoices exceeding $800 or for bookings made six (6) or more months in advance. As of right now these particular bookings are eligible for account credit only, as they require significant schedule adjustments.
Cancellation Policy | Credits
Cancellation terms vary depending on the type of booking.
Due to the significant schedule adjustments required for walks, drop-ins, daycare, in-home overnights, and boarding in my home, refund options are limited. In many cases, canceled services may be exchanged for account credit instead of forfeiting payment.
Credits may be applied toward future services of equal length and are subject to availability. Clients are strongly encouraged to confirm all vacation dates and time away before booking services.
Weekly Clients (Clients who receive recurring invoices for the same scheduled days each week are considered weekly clients.)
Cancellations made before midnight the night prior to the scheduled service are eligible for either a full refund or account credit.
Same day cancellations are eligible for a 50% credit/refund.
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Weather Policy
The safety of your pet and our walkers is our top priority.
In cases of extreme weather, walks may be shortened to approximately 15 minutes to prevent overexposure and ensure safety. If conditions are deemed unsafe, visits may be modified to a quick potty break, converted to a drop-in visit with limited outdoor time, or cancelled at our discretion based on temperature, heat index, wind chill, and overall safety conditions at the time of service.
Extreme weather includes, but is not limited to:
- Temperatures above 85°F | Temperatures below 30°F | Heavy rain | Strong winds | Ice, hail, or snow | Excessive heat index or wind chill warnings
This policy exists to protect both pets and service providers from heatstroke, frostbite, slipping hazards, and other weather-related risks.
Severe Weather & Emergency Closures
In the event of blizzards, snowstorms, tornado warnings, hurricanes, or government-declared states of emergency that make travel unsafe, all bookings will be cancelled. Clients will receive either:
- A full refund or Account credit toward a future service (if preferred).
No services will be performed if travel conditions are considered hazardous.
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Access & Circumstances outside of our control
If a sitter arrives and is unable to perform the scheduled service due to circumstances outside of their control (including but not limited to: pet not present, no home access provided, malfunctioning lock/keypad, or incorrect key), the visit will be charged in full.🔐 Locked interior doors preventing access to pet.🐕 Pet hiding or cannot be safely secured.🐾 Aggressive or unsafe pet behavior not previously disclosed.
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Social Media Release Agreement
By booking services with Puppy Haven, clients acknowledge and agree that photos and videos of their pets may be used on our social media, website, and promotional materials. No personal client information will be shared. If you would prefer your pet not be featured, please contact us to opt out.
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Hours of Operation
Primary service hours are Monday–Friday, 9:00 AM–4:00 PM.
After-hour weekday visits & any weekend visits are available for an after-hour fee of $10.00.
Last-minute same-day requests no matter the time are subject to a $10 fee and may be shortened depending on availability.