Agreement – Cancellations

Animal Care Center of NH and Professional Pet Sitting Etc

Service Agreement  Cancellations and Changes to

Daycare, Boarding & Pet Sitting Reservations (or any service)

The VERY first time you log into your profile, you MUST agree to our complete Service Agreement before creating your Online Profile and making any reservation.  You can access ALL information pertaining to the Service Agreements and all sections 24/7

After that, every time you make a reservation and use any of our services, you are agreeing to our entire Service Agreement, Policies, Procedures and Cancellation Policies.  Again, You can review everything any time you wish, 24/7. If you have any questions, please feel free to contact us.

BE AWARE – 

Pet Sitting – We can not accept any cancellations, changes or reservations via phone call, voice message, email, note or in person.  All cancellations, changes and reservations must be done on your online profile.

Boarding and Daycare – Once your reservation is confirmed, you are unable to make changes.  You will need to email us as soon as possible.  If you are cancelling a boarding reservation before the cancellation date on your email confirmation, you are all set.  If you are cancelling AFTER the cancellation date on your email confirmation, there is no refund or credit.  For daycare, please check the daycare information sections

Why do we have cancellation dates on confirmation emails?

• As a small pet care company, we have a finite number of slots to fill.  Once those slots are full, we must turn people away.  In order to give the pets in our care the adequate care, we can not take on more than we can handle.
• Over the years, we have found that most pet care parents make reservations in advance.  Generally, 5 or more weeks in advance.  So, if someone cancels a reservation 3 weeks before, we most likely will not be able to fill that slot and the business and pet care employees will lose.
• Cancellation Dates are generally, 30 days prior to the start date of any reservation
• On or After the cancellation date, credit cards will be charged in full and there will be no credit or refund

Ongoing Schedules for Daycare or Dog Walking

• If you are on our schedule  for ongoing services on a regular schedule, for 1-5 days per week, for example every Wednesday or every Tuesday/Thursday, or every Monday through Friday, these premium slots can not be given to anyone else, so if there are any cancellations for any reason, there will be no credit/refund.
• For Daycare memberships, dog walking/mid day let out, If you know in advance of any days, you have choices of make up days, switching days or you can choose to do nothing.
  • For Dog Walking/Mid Day let out, it is best to cancel the day and reschedule your new day.  Then send a note to us letting us know of the change
  • See section about choices under Daycare Membership.
• if you need to completely stop any ongoing service for whatever reason, we need a 45 day notice however, your credit card will be charged for the last month and your last day will be the date that is paid.  If you wish to stop prior to the last paid date, there will be no credit or refund for any unused days for that last month.
• NOTE – if you do need to stop, please make sure to keep the same routine with your dog, as they will be used to playing and going to the bathroom at the times we were scheduled

Cancelling for Vacations

• If you are on vacation for a 1-2 week period, a minimum 45 day notice is required.
  • Ongoing services can schedule make up days for any days missed for vacation.  Make up days are days added to your regular schedule.  If you normally have pet care every Tuesday and Thursday, then you would schedule any make up days on a Mon-Wed-Fri until your missed days are used up.
  • Make sure to let us know these are make up days or they will be added
  • Make up days must be scheduled at the time you are cancelling days for vacation.  Do not wait, as the missed days will be forfeited. We need to make sure the system does not charge and we need to do it at the time of your cancellation.

 If you are cancelling ALOT

• More than 2 boarding/petsitting reservations cancelled within a 12 month period
• It is very rare for clients to cancel.  We understand if you need to cancel a reservation, plans change, emergencies and illness happen.
• Our schedules fill up fast and we only have just so many slots in the day.
• This means that when those slots are FULL, we must turn other clients away who need and want pet care

Our suggestion –  

• is if you have cancelled more then twice in the past 12 months
• be respectful of the other clients who may need pet care and may be turned away, also to our pet sitters who really enjoy their work and need their paychecks
• make your reservation within 14 days of your start date
• you may run the risk of us not being able to help you with pet care
  • but you will be definite on your dates and what you need
• plus you won’t have to worry about a cancellation fee because you will definitely know what you need.
• For clients that do need to frequently cancel, credit cards will be charged with no refund or credit.

Home Early from a trip

• Cancel any visits for pet sitting online.
• Email us, if you are home early and want to pick up early from boarding
• Home early from a vacation/trip reservation, there is no refund/credit given for any unused visits or boarding days

Cancellations due to storm or emergency

• If our OFFICE cancels your service due to an extreme storm for the safety of all involved, you will receive a credit for that service. Generally, this will pertain to a mid day visit where you will be home or will be home soon that day. You will be notified via online portal
• If you cancel due to a storm and our OFFICE has NOT cancelled your reservation, our regular cancellation policy may be be in effect. We will determine on a storm by storm basis as we do want our sitters to be safe and a credit will be issued.
• Daycare attendees will schedule a makeup day if the Animal Center is closed
• Boarders at the Animal Center will be cared for normally

Credits, Refunds, Chargebacks

• NO refunds given on credit cards, check, or any other way.
• We are in COMPLIANCE with credit card companies
  • we are very upfront with our cancellation policies
  • we have cancellation dates on every confirmation
  • we must go through a yearly check to accept credit cards
• Any and All chargebacks will incur an inconvenience fee.
  • We prefer to try to work things out with you rather than a chargeback.  So please talk with us.
• Be Aware – If a refund on your credit card is insisted, a cancellation fee of 50% of your total resvation will be deducted before refund is applied and your profile will be marked inactive.