We strive to make every pet’s stay safe, enjoyable, and hassle-free. This policy explains our approach to bookings, refunds, and pet collection.

1. Refund Policy

• Cancellations: Refunds are available for cancellations made at least 1 day before the scheduled booking.
• Late Cancellations/No-Shows: Bookings cancelled after the deadline or missed appointments may not be eligible for a refund.
• Emergency Situations: We understand that emergencies happen. Refunds or partial refunds may be considered on a case-by-case basis.
• Payment Methods: Refunds will be processed using the same payment method used for the booking.

2. Booking Changes

• You may reschedule your booking if requested 1 day in advance, subject to availability.
• Rescheduled bookings are not guaranteed unless confirmed by our staff.

3. Pet Collection

• Pets must be collected at the agreed upon time.
• Late pick-ups may incur additional fees, depending on the duration and availability of space.
• If your pet is not collected within three days after the scheduled end of stay, we will attempt to contact you using the provided details. Uncollected pets may be cared for according to local regulations. You will also be liable to pay for the extra stay along with extra charges including food, medicines, etc.

4. Owner Responsibility

• Ensure all contact information is up to date for emergency situations or changes in booking.
• Provide accurate information regarding your pet’s needs, medications, and special instructions.