DAYCARE & BOARDING POLICIES AND PROCEDURES
General POLICIES AND PROCEDURES
Our policies and procedures are in place to protect our company, team, customers, and the pets in our care. Policies are subject to change. If you have any questions about our policies, please don’t hesitate to contact us.
RESERVATIONS & BILLING
Boarding Reservations
We require reservations for overnight boarding. Please make non-holiday boarding reservations at least two weeks in advance. Please make reservations for peak periods, such as July 4th, Thanksgiving, Christmas, and New Year's, at least one month in advance. Our holidays are listed below.
Daycare Reservations
We require daycare reservations at least 24 hours in advance.
Scheduling
Please request boarding and daycare via our online scheduling software or mobile app. We will send you a confirmation to the email address on file. Access scheduling via our online portal or mobile app on Google Play or in the App Store
Boarding Deposit
We require a 50% deposit for all overnight boarding reservations to secure your spot for the requested dates.
Incidental Charges
Occasionally, additional services, such as a pet taxi for supplies or an unexpected vet visit, may be necessary. If this occurs, we will notify you and send a separate invoice via email, with the charges also reflected in your client portal.
Charges
Owners are responsible for all charges related to services rendered and any incidental fees incurred during their pet’s stay. We require a valid credit card on file for daycare and overnight reservations, as well as to cover incidental charges.
Grace Periods & Fees
For half-day daycare, a 30-minute grace period applies for late pick-ups. Beyond this period, we will bill a full-day daycare fee, or you may opt for a late pick-up fee
Daycare Add-On Policy for Boarding Pickups:
- Pickup by 11:00 AM: No daycare charge
- Pickup between 11:00 AM – 3:00 PM: Half-day daycare add-on – $45
- Pickup between 3:00 PM – 6:00 PM: Full-day daycare add-on – $65
- Pickup between 6:00 PM – 7:00 PM: Full-day daycare add-on – $65 plus a $20 late checkout fee (must be pre-arranged)
Early Drop-offs & Late Pick-ups
Early Drop-Off: The earliest drop-off is 7:00 AM with a $20 early drop-off fee (must be pre-arranged; not same-day). Late Pick-Up: The latest pick-up is 7:00 PM with a $20 late pick-up fee (must be pre-arranged).
Optional “Pawfect” Exit Bath
We offer an optional exit bath that includes bathing, nail trimming, anal gland expression, and ear cleaning before you go home. Please message us for details and to add this service to your reservation.
Holiday Surcharge
A holiday surcharge shall apply to all daycare and overnight boarding that occurs over the following holiday peak season periods at the applicable rate:
· Presidents’ Day: February 13-16
· Easter: April 3-5
· Memorial Day: May 22-May 25
· Fourth of July: July 3-July 6
· Labor Day: September 4-September 7
· Thanksgiving Through New Year’s Week: November 20-January 5
Daycare: +$5/day during the applicable Holiday Peak Season period.
Boarding: +10/night during the applicable Holiday Peak Season period.
The holiday surcharge is per household.
The holiday surcharge helps cover additional staffing and ensures continued boutique-level care during our busiest holiday peak season periods.
Pre-Paid Packages
Packages are non-refundable, non-exchangeable, non-transferable, and do not expire.
Daycare packages now expire 120 days from the purchase date.
Cancellations
We require 72 hours (3 days) notice for all overnight stay cancellations. Services that fail to meet these minimum requirements are billed at the full rate.
We kindly ask for 24 hours (1 day) notice for daycare cancellations.
Holiday Cancellations
We require at least 7 days’ notice for cancellations during holiday periods. Reservations not cancelled with a minimum notice of 7 days before the scheduled start date will be charged 50% of the intended stay. Partial changes or revisions are considered cancellations.
Boarding Reservations
We require reservations for overnight boarding. Please make non-holiday boarding reservations at least two weeks in advance. Please make reservations for peak periods, such as July 4th, Thanksgiving, Christmas, and New Year's, at least one month in advance. Our holidays are listed below.
No-Show Policy
All no-shows will be charged the full amount. As a boutique facility, we accept a limited number of reservations, and no-shows hurt our business.
Refunds
We do not offer refunds. Deposits will be applied to future services if cancellations or rescheduling are made with sufficient notice.
Termination of Services
We reserve the right to deny service or revoke access at our discretion.
COMMUNICATION
For your peace of mind, our team provides updates and photos as follows:
Individual Updates: Typically sent at the end of the day, we provide once-daily updates and photos of each dog in our care via our mobile app.
App Timeline: We share photos and updates in the Pet Photos section of our app’s timeline.
Social Media: We also post updates and memorable moments on social media. We encourage you to follow along on Facebook, Instagram, and TikTok.
Urgent Matters: We will contact you directly via phone or text if a matter is deemed an emergency or urgent.
App Use: All reservations and messages for registered clients must go through the Calabasas Pawz Inn app (client portal). Emails (info@calabasaspawzinn.com) are for general inquiries only and may take up to 72 hours for a response. Immediate matters can be texted directly to Manager Valerie. 818-423-6761
PERSONAL UPDATE EXPECTATIONS
- One personal update by the end of each day.
- Group photos posted on the app timeline.
- Instagram videos posted midday to early afternoon.
- Immediate communication for urgent matters.
PET PARENT RESPONSIBILITIES
Guardian Responsibility
Guardians are responsible for ensuring that all pet care and emergency contact information is accurate in our online portal. Guardians are liable for any injuries and damage caused by their pet during their stay at Calabasas Pawz Inn.
Risk Acknowledgment
Dogs in our care interact with various dogs during their stay. While safety is our utmost priority, unexpected incidents may occur.
Behavior Disclosure
Guardians must disclose any known behavioral concerns, including a history of anxiety, depression, or aggression, during the New Client onboarding process.
Discovery Day Requirement
The purpose of Discovery Day is to assess each dog’s behavior to determine whether they’re a good fit for group play or better suited for one-on-one care.
Behavior Assessment
During Discover Day, we will conduct a behavior assessment, which allows us to accomplish the following:
- Ensure that dogs are well-suited for boarding and daycare
- Introduce dogs to our facility, our team, and other guests
- Determine if dogs are a good match for group play
- Determine if dogs are non-social and require their own space
- Provide each dog with the safest and most enjoyable experience based on their needs
Dogs that display signs of aggression will be separated from other dogs until pickup to ensure their safety and that of our other guests.
Non-Social Dogs
We are happy to accommodate non-social dogs. Non-social dogs will not participate in group play or daycare sessions. They will, instead, receive personalized one-on-one enrichment.
Clean Store Policy / Pre-Entry Potty Break
We kindly ask guardians to take their dogs for a potty break on nearby grass before entering our facility. Doing so reduces accidents, prevents the spread of bacteria and parasites, and deters marking behaviors.
Feeding
We follow your dog’s usual feeding schedule and are happy to accommodate special feeding routines as needed. We provide food and water bowls.
Food and Supplies
Owners must provide sufficient food and treats for their pet’s stay, including extras for emergencies and possible travel delays. If your pet runs out of food, we will provide comparable meals at a rate of $4 per meal.
Please write your dog’s name on any treats or belongings during drop-off to ensure proper handling.
Leashes and Proper Equipment
Owners must supply a properly fitted collar and walking harness for their pet during their stay.
Equipment Damage
It is not uncommon for dogs to damage their own or others’ equipment during rigorous play. We are not responsible for loss or damage to equipment during your pet’s stay.
HEALTH & SAFETY
Adjustment Period
Dogs may experience a slight decrease in appetite during the first few days of boarding. We closely monitor all pets and will contact you if we have any concerns. Staying hydrated is key, and favorite treats from home can help during this time.
Wellness
Dogs must be free of illness and healthy to participate in boarding and daycare. Please do not bring pets showing signs of disease, including coughing, sneezing, vomiting, or diarrhea. Any symptoms must have resolved for at least 72 hours before arrival. Pets with communicable conditions, including skin conditions, may not attend until they are entirely symptom-free or have received a clear bill of health from a veterinarian.
Allergies & Chronic Health Conditions
Guardians must inform us of any allergies, sensitivities, or physical limitations upon registration and arrival. Please enter your pet’s medication type, dosage, and frequency in their pet profile.
Vaccinations
All dogs must be current on DHPP, Bordetella, and Rabies vaccinations (canine influenza vaccination is optional, as recommended by your veterinarian). Proof of vaccination is required.
Expired Vaccinations
We cannot accept reservations if our records show that your pet’s vaccinations have expired. Please ensure that your pet’s profile reflects their most current vaccinations.
LA County Licensing
Dogs licensed in LA County must display their current county license tag as required by law.
Parasites
As stated above, dogs must be free of parasites, including fleas, ticks, worms, and intestinal parasites, for at least 72 hours before arrival. We strongly recommend year-round flea prevention.
If we detect fleas during your dog’s stay, we will provide a flea bath at the guardian’s expense. In these cases, we will request proof of veterinarian-prescribed flea prevention for future visits.
Intact, Neutered, or Spayed Animals
All dogs must be spayed or neutered by the time they are one year old. We cannot make any exceptions. Additionally, if a female dog under one year old goes into heat, she will not be permitted to attend daycare or boarding until her heat cycle has fully ended.
Pet Emergencies
We will transport sick or injured dogs to the nearest veterinary clinic if deemed necessary. Guardians are responsible for all medical costs.