TAIL WAGS PET CARE

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..CANCELLATION POLICY
**REVISED 6/07**
.
Cancellation Policy differs for all services. If at any time, you would like answers to specific cancellation questions/concerns, please call/email with those inquiries so that we can ensure the comfort and communication of all parties. We are always willing to address any questions or concerns both prior to a reservation and subsequent to a reservation[1]
. (See footnote for a better understanding of the term “reservation”).

Notice is requested and required for all cancellations of any service scheduled at any time. Tail Wags requests a minimum of 2 weeks notice for all cancellations. Specific policy information is as follows:

**Note: Holiday Cancellation Policy differs substantially from all other cancellations. If any reservation includes any major holiday or day subject to Tail Wags Holiday Calendar (email Tail Wags for our holiday calendar), 14 days notice is requested and required for all cancellations in order to avoid paying the entire reservation total. All cancellations including any service scheduled in Tail Wags Holiday Calendar is subject to a 30% minimum cancellation fee. If any service is cancelled within 21 days of a Tail Wags holiday, there is a minimum 50% cancellation fee. **

All cancellations not including a Tail Wags Holiday is subject to the following policies:


I. Dog Walking: For all cancelled dog walking reservations on an on-call basis, a minimum of $10/maximum of $20 will be charged for each walk cancelled within 72 hours. See below for examples. For monthly clients who receive a free walk each month, information regarding the month’s schedule should be provided by the pet parent at the start of the monthly invoice (this date is found at the top of the invoice in the box labeled “billing from”). In other words, if billing begins on the 17th of each month, pet parent should provide Tail Wags with all the dates unnecessary to include in the month’s invoice no later than the 16th. Those provided dates are left out of the invoice, incurring no cost or fee for the pet parent. However, any walk cancelled after the invoice date, is subject to the full price of the walk.

  • Dog Walking On-Call Examples: Walk is scheduled for Monday as part of an on-call reservation. The walk is scheduled in the 1pm-4pm walking window.
  • If walk is cancelled via telephone or email at 1:01pm on Thursday or any time thereafter, a $10 fee will be applied.
  • If walk is cancelled via telephone or email at 12:59pm on Thursday, there is no cancellation fee.
  • Dog Walking Monthly Contract Example: Walk is schedule for Monday as part of a monthly contract. Invoice date begins (“billing from”) on the 1st of the month.
  • If walk is cancelled via telephone or email at any time after the billing from invoice date, pet parent is subject to the full price of the walk.
  • If walk is cancelled on the 31st, there is no cancellation fee nor is there a walk charge for the walk in question.

    • *Note: If pet parent is home during any scheduled visit, including Dog Walking, and has neglected to cancel, the full price of the service will be applied.

    II. Pet Pal, Pet Taxi, and Other Applicable Services That Include Transport/ Visits/Etc.: For all applicable cancelled reservations, there is a 10% cancellation fee. For all applicable reservations cancelled with less than 2 weeks notice, there is up to a 25% cancellation fee of entire invoice total. For all applicable cancelled reservations cancelled with less than 72 hours notice, there is a up to a 50% cancellation fee of entire invoice total. See below for examples.

    • Pet Pal Example: Pet Pal service is scheduled to begin on April 21st with a Mid Day visit (2pm- 5pm) and continue until Friday’s Mid Day visit.
    • If entire reservation is cancelled at any time, there is a minimum cancellation fee of 10% entire invoice total.
    • If entire reservation is cancelled April 7th at 2:01pm, there is a cancellation fee of 25% entire invoice total.
    • If entire reservation is cancelled April 18th at 2:01pm, there is a cancellation fee of up to 50% entire invoice total.
    • If any part of a reservation is cancelled, the entire invoice total is still applied. Similarly, if Pet Pal is interrupted, shortened, or ends early for any reason, pet parent is responsible for the entire initial reservation fee/invoice total.
    • *Note: All reservations including 1 or more Pet Pal visits are considered Pet Pal Reservations and therefore subject to the Pet Pal Cancellation Policies.

    III. Slumber Care: Slumber Care is an elite service with very few slots available. Though we have a few locations, this service often books up early and is selective. Once these locations are reserved, Tail Wags is forced to reject additional inquiries and ask that pet parents seek alternative care. For this reason, Slumber Care’s cancellation policy is as follows: All Slumber Care reservations cancelled at any time are subject to a minimum 10% cancellation fee of the entire invoice total. Reservations cancelled within 14 days are subject to a minimum 25% cancellation fee of the entire invoice total. Any Slumber Care reservations cancelled within 4 business days will be subject to the full invoice amount. See below for examples.

    • Slumber Care Example: Pick up is scheduled for April 5th and Drop Off scheduled for April 9th.
    • If Slumber Care is cancelled at any time after dates have been reserved/confirmed, there is a minimum of 10% cancellation fee of the entire initial reservation cost. If the invoice total was $200, any Slumber Care cancellation is subject to a minimum $20 cancellation fee.
    • If Slumber Care is cancelled after 5pm on March 21st, there is a 25% cancellation fee of the entire reservation total. If the invoice total was $200, Slumber Care cancelled after 5pm on the 21st is subject to a $50.00 cancellation fee.
    • If Slumber Care service has begun and is interrupted for any reason, pet parents is still responsible for entire reservation fee/invoice total.
    • If Slumber Care reservation is changed (at any time) from the dates above to April 6th to the 10th (subject to availability), cancellation fee of $20.00 will be applied to the service total of $200.00.

    Additional Information, as well as examples for any Tail Wags’ services are available upon request.

    [1] The term reservation includes any confirmed scheduled service. When dates are provided to Tail Wags in a request for service and Tail Wags responds with availability, it is assumed that pet parent has made a reservation. Alternatively, to be “penciled in” indicates a spot is being held for no more than 24 hours. After 24 hours, the spot is released and is open to another pet parent; in this 24 hour period, pet parent assumes the right to abdicate their spot in the schedule or confirm this spot.

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