​Our Policies
To make sure you and your pup(s) have the best experience at our wellness center, please take some time to read the following policies. Our waivers also have policy information on them. As much as we would love to not have to have policies, they are created to protect our small business. Helping us to be here to serve you in the future.
Cancellation & No-Show Fees
Full or Half Day Retreat Services (No passes):
If you cancel before 24 hours of your booking time there is no charge. Late cancellations within the 24 hour window will be charged $12.00 + applicable taxes. No show reservations (*client does not show up with pup for daycare) are charged the full cost of the booking plus applicable taxes. In order for us to confirm your future booking the fees must be paid in full, and a valid credit card must be on your file.
Spa Services: If you cancel 48 hours or more of your booking time there is no charge. Late cancellations of 48 hours or less will be charged 50% of the total base amount. If you No-show for your appointment you will be charged 75% of the rate, plus applicable taxes. In order for us to confirm Spa services again, the fees on file must be paid in full, and a credit card must be on your file.
Paw Pass bookings: If you cancel your booking 24 hours before the scheduled start time, your Retreat credit will be returned to you. If you cancel your booking within our 24-hour cancellation policy, there is a $12 plus tax charge. No-shows for Retreat (you do not show up with your pup by 10:30am on the scheduled day) we will deduct a discounted Paw Pass.
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Join the Pack Membership: You have specific days of the week chosen at the time of joining. Should you need to change a day, it can be arranged within the same week, if there is available space in Retreat, and the change is made within 24 hours of the re-ocurring day. If there is no available space, you can choose an alternative day that week, or your Retreat credit will be deducted.
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Late Check-out
In cases where pet-parents pick-up their dogs late from any service at The Paw Pad, a Dog House Late fee of $1/per minute + applicable taxes will be charged. See our Liability wavier for more information.
*Remember half day Retreat is up to 5 hours, and a full day is anytime between 7am-6pm, Half day rate will automatically change to a full day rate after 5 hours of play, if your pup is not picked up. ​​
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Spa clients must pick up their dog within 15-20 minutes of receiving notification that their pup is ready for pick up. After a Spa R&R session fee will be applied at $10/hour or part of plus tax. If the pup is still there after 6pm, our Dog House Late Fees apply at $1/minute plus taxes.
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Join the Pack Memberships
Weekly installments will be automatically debited from the member's registered credit card. Payments will be charged to your credit card on file until the termination of the membership. Weekly installments are paid whether your dog(s) attends retreat or not. If your dog does not come between 7:00-10:30 am, pass(es) for retreat are absorbed. The specific date/times are held for your dog and take up a space in our retreat. Therefore we must receive payment for that space. If your dog is unwell, or injured we will extend their pass(es) for 2 weeks, so they can come an extra day(s). After two weeks, the pass(es) will expire.
If there is insufficient funds on your credit card, Gingr will try 5 times to take the payment, if still unsuccessful, the system will cancel your pups Pack Membership. If you wish to re-enroll it will be at the new pricing structure.
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Termination: All requests for Join the Pack Membership cancellation must be submitted to The Paw Pad Retreat Staff via email at least 14 days in advance, if 14 days is not given, a $200 plus tax cancellation fee will be charged. After cancellation has been approved all member benefits will also be cancelled. **If the staff of The Paw Pad Retreat determines/agrees that it is in the best interest of the dog that this membership be cancelled, there is no cancellation fee, but no refund on the current week.
Refunds
We will refund paw pass package purchases as long as there are no passes used. We will return to store credit for use on a different package or other services. No returns on used packages. ​
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All Daycare packages expire 1 year after purchase. Once the 1 year is up, the passes will be absorbed.
Retail may be returned within 7 days as long as it is in its original shape, with packaging not opened, unworn.
Thank you
Thank you for reading and abiding by the above policies. If you have any questions, please reach out to us. We would be happy to help you. ​
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-The Paw Pad Team
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