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Policies

Cancellation Policy

We strive to provide exceptional pet care services and ensure our availability and resources to meet the needs of all our clients. To achieve this, we have established the following cancellation policies:

TO CANCEL AN ENTIRE BOOKING:

You have a grace period of up to fourteen (14) days from the first day of service to cancel an entire booking and receive a full refund. A fifty percent (50%) assessment of the total invoice cost, less any nonrefundable fees, will be deducted from your refund for cancellations AFTER the grace period. Your refund will be issued to the original form of payment.

TO CANCEL SINGLE/ INDIVIDUAL OR MULTIPLE AT-HOME/ ANIMAL HANDLING VISITS:

We require a minimum of twenty-four (24) hours’ notice from the start of service. No assessment will be deducted. Your refund will be issued in the form of credit to your client portal account.

TO CANCEL SERVICES SCHEDULED WITH SHORT-NOTICE/ LAST MINUTE:

A fifty percent (50%) assessment of the total invoice cost, less any nonrefundable fees, will be deducted from your refund. Your refund will be issued to the original form of payment.

Emergencies: We understand that unforeseen circumstances may arise where cancellations of scheduled services are necessary. We will do our best to accommodate emergencies or unexpected events. Please notify us as soon as possible if you need to cancel or modify a reservation due to an emergency. We will handle such cases and applicable refunds on an individual basis.
 

Important to Note: Failure to provide notice as required may result in a one hundred percent (100%) assessment of the total invoice/ service cost, and forfeiture of any refund.


Cancellations should be submitted via the Client Portal online or through the app. Cancellation submissions should not be considered approved until we confirm in writing. In the event of a "no-show" without prior notice, you will be responsible for the full cost of the scheduled service. Changes to existing reservations are subject to availability. The cancellation policy may vary for specific circumstances, such as long-term or customized bookings. These variations will be communicated and agreed upon in writing prior to issuing any refunds or forms of credit. There are no refunds for early pick-ups or services ended in advance at your request. Please note that these policies are in place to ensure efficient scheduling and to compensate for any potential loss of business resulting from cancellations. The cancellation fee will be applied to cover the costs and resources allocated for the scheduled services. We kindly request your understanding and compliance with our cancellation policies. By adhering to these guidelines, you help us maintain the highest level of service and ensure the availability of our services for all our valued clients. As a small business, we appreciate your understanding and cooperation.

Meet & Greet Policy

At While Owner is Away, we believe that building a strong and trusting relationship with both you and your pet is the foundation of exceptional pet care. That's why we require a Meet & Greet session before we begin any of our services. It's an essential step that allows us to get to know you, your pet, and your specific needs and preferences.

 

The Meet & Greet is not just a formality; it's the first step in building a lasting and trusting relationship. It's where personalized pet care begins, and it's a chance for us to make a positive impact on your pet's life.

Ready to schedule your Meet & Greet? Contact us today, and let's start this journey toward exceptional pet care together.

Spay & Neuter Policy

At While Owner is Away, we believe in the importance of responsible pet ownership. One crucial aspect of this responsibility is spaying and neutering your pets. Our Spay & Neuter Policy is designed to encourage and support this essential practice for the well-being of your pets and the broader pet community. We do require pets be spayed or neutered for all boarding services.

 

While we advocate for spaying and neutering, we respect your choices as a pet parent. We understand that individual circumstances may influence your decision, and we're here to support you regardless of your choice.

Vaccination Policy

At While Owner is Away, the well-being of your beloved pets is our top priority. To provide a safe and healthy environment for all our guests, we maintain a strict vaccination policy. This policy is designed to protect not only your pets but also their fellow furry friends during their stay with us.

 

Our Vaccination Requirements:

- Rabies Vaccination: All dogs and cats must be up-to-date on their rabies vaccination. This essential vaccine helps protect against a serious and potentially fatal disease that can affect both animals and humans.

- Core Vaccinations: In addition to rabies, dogs are required to have current core vaccinations, including those for distemper, parvovirus, and adenovirus. Cats are required to have core vaccinations for feline herpesvirus, calicivirus, and panleukopenia.

- Bordetella (Kennel Cough) Vaccination: We highly recommend the Bordetella vaccination for dogs to prevent the spread of kennel cough, a highly contagious respiratory disease. While it's not mandatory, we encourage its administration, especially for dogs in group settings.

Before your pet's stay with us, we require proof of their current vaccinations. Please provide us with vaccination records from your veterinarian, and we'll keep them on file to ensure the safety of all our guests.

We understand that there may be specific cases where a pet cannot receive vaccinations due to medical reasons. If your pet has a medical exemption, please provide us with a letter from your veterinarian explaining the exemption.

Non-Discrimination Policy

At While Owner is Away, we are dedicated to fostering a welcoming and inclusive environment for all pet parents and their beloved companions. Our commitment to providing exceptional pet care goes hand in hand with our commitment to treating everyone with respect, dignity, and equality.

We embrace diversity and do not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or any other characteristic protected by law.

Confidentiality Policy

At While Owner is Away, we understand the importance of trust and confidentiality when it comes to caring for your pets and your personal information. Our Confidentiality Policy is designed to ensure that your privacy is respected, and your data is handled with the utmost care and security.

- We collect and store your personal information solely for the purpose of providing you with our pet care services. This may include details such as your name, contact information, and specific pet care instructions.

- We take data security seriously. Your personal information is stored securely, and we have measures in place to protect it from unauthorized access or disclosure.

- Your personal information is accessible only to authorized staff members who require it to provide pet care services. We do not share your information with third parties for marketing purposes.

- Your communication with us, whether through our website, email, or other channels, is considered confidential. We will not disclose the content of our conversations or share your information without your consent.

- We value the trust you place in us to care for your pets and to protect your personal information. Our team is committed to upholding the highest standards of confidentiality.

- There may be situations where we are legally obligated to disclose information, such as in the case of a court order or other legal requirements. However, we will always strive to notify you in such circumstances, if legally permissible.

 

Your privacy is a top priority at While Owner is Away. We are committed to maintaining the confidentiality of your information and ensuring that your trust in us is well-placed.

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