Policy explanation:

I want to take this opportunity to explain one of the policies that we have regarding scheduling reservations and being charged for "no shows" or late cancellations.  You have all been so wonderful about changing from walk-in appointments to reservations but there have been a couple of questions about being charged even if the reason for the "no show" or late cancellation is legitimate.

Basically, you are reserving a space for your dog to come on a regular basis and therefore no other dogs can have that space-it is yours.  This means that even if something unexpected happens and you cannot bring your dog to daycare on the scheduled date, and you give less than 24 hours notice, you will be charged for it.  We need to be given the opportunity to refill that space with another dog, and feel that 24 hours notice is fair and appropriate as well as standard protocol in most other doggie daycares.

I totally understand that unexpected situations come up and you may not always be able to call and cancel in the required time, or you may have a really good reason for not being able to bring your dog, but you will still be charged.  If this happens frequently, you may want to consider taking your dog off the schedule and bringing them in on a call-in basis.  This just means that you call-in on the day you want them to come and if we have room we will be happy to have them here.  I will tell you that we have been so full the past couple of months that we have had to turn many call-in clients away because we have been booked, so there are definite advantages to staying on the schedule.

On a personal note, my daughter's daycare has the same policies and even if my daughter is sick, or has to leave early, or something un-expected comes up, I am still charged for that day.  This is because I am reserving a space for her- as long as she has that space, no one else can reserve it.  We give the option of 24 hour notice cancellation or call-in reservations. 

I hope this explains the policy well, and once again, thank you all so much for being patient with me as the business grows and I continue to learn.

Michele