Winter Park Paws Dog Daycare & Suites℠

We are committed to providing reliable and convenient pet care services while maintaining transparent and fair payment guidelines. Please review the following information regarding our payment and cancellation policies. By choosing to work with us, you acknowledge and agree to abide by all terms and conditions outlined below. These policies help us maintain exceptional care for your pets and safeguard the sustainability of our business.

Payment, cancellation, and rescheduling policies 2026

We are committed to providing reliable pet care services with transparent and fair payment guidelines. As a reservation-based business, we allocate resources to ensure your pet's comfort during their stay. When you reserve a boarding or daycare spot, we hold that spot and often turn away other customers. Therefore, we require that any payments, cancellations, or rescheduling be made in advance. Please read our policies thoroughly, as they are strictly enforced. To accommodate your needs while maintaining operational efficiency, we have established the following policies:

Payment Policy

Customers are responsible for reading our policies thoroughly.

Invoice Due Date Policy

Invoices are due five (5) days before the scheduled check-in date, as indicated on the invoice. If a reservation is made with less than five (5) days’ notice, the full amount is due immediately at the time of booking to secure the reservation.

Automatic Charging & Payment Policy

Once your service request is approved, we will automatically charge the card on file and process payment on the invoice due date—whichever occurs first.

To request and receive services, a valid, non-expired, and chargeable credit card must be kept on file at all times. Clients are responsible for keeping their payment information up to date in the Invoice → Payment Methods section of the client portal. Multiple cards may be added; however, all cards on file must be chargeable.

Declined Invoice Policy

A $50 fee will be applied for a declined payment attempt. If a card is declined, it will be removed from the client portal, and a valid card must be added immediately. Reservations are not confirmed or finalized until a valid credit card is on file and payment has been successfully received.

Boarding Reservation Deposit Policy

A deposit is required to secure your reservation and hold your pet’s space. Once a space is reserved, it is removed from availability and prevents other clients from booking. The deposit ensures commitment to the reservation and helps us maintain consistent, high-quality care for all pets.

A 25% non-refundable and non-creditable deposit is required to reserve boarding dates. The deposit is applied to the total stay.

Standard Boarding Cancellation Policy

Cancellation requests must be made via the client portal, Time to Pet. Change requests made by email, text, or social media will not be accepted or processed.

If a boarding reservation is cancelled before the final payment due date, any payments made beyond the required deposit will be credited back to the client, minus the non-refundable deposit. Any remaining balance paid in advance will be credited to your account and applied to a future stay. Credits must be used within 90 days (3 months) and are non-transferable.

If a reservation is cancelled with less than 5 day notice of the scheduled check-in date, or if a pet does not arrive as expected (no-show), the full cost of the stay will be charged.

How to request a Cancellation Within The Mobile App (Time To Pet)

Start by navigating to Schedule → Pencil Icon → choose to cancel the visit.

How to request a Cancellation Within Desktop (Time To Pet)

Start by navigating to Scheduling → Select the event on your calendar, or in the list below the calendar→ After selecting the "Make Changes" button, you'll see a pop-up window where you can cancel the event.

If you need further assistance, you may call our office. Cancelling through the portal ensures your request is processed quickly and correctly.

Boarding Early Check-Out/No-Show Policy

No credits or refunds will be issued for early check-outs. All reservations are charged in full, as your pet’s space is reserved exclusively for the entire stay, regardless of how it is used.

Standard Boarding Rescheduling Policy

Reschedule requests must be made via the client portal, Time to Pet. Change requests made by email, text, or social media will not be accepted or processed.

Boarding reservations may be rescheduled one (1) time only and must be requested at least five (5) days before the initially scheduled check-in date. Reschedules cannot be made with less than 5 days notice. Once a reservation has been rescheduled, any further changes will be treated as a cancellation, and the cancellation policy will apply. See above for boarding cancellation policy.

How to request a Cancellation Within The Mobile App (Time To Pet)

Start by navigating to Schedule → Pencil Icon → Request changes to the visit.

How to request a Reschedule Within Desktop (Time To Pet)

Start by navigating to Scheduling → select the event on your calendar, or in the list below the calendar→ After selecting the "Make Changes" button, you'll see a pop-up window where you can cancel or change the event.

When requesting a reschedule, the exact new dates must be provided at the time of the rescheduled request. If specific dates cannot be confirmed at the time of the request, the reservation will be considered cancelled, and the cancellation policy applies. All rescheduled boarding stays must occur within 90 days (3 months) of the original check-in date. Extensions beyond this timeframe are not permitted.

Daycare Cancellation and Rescheduling Policy

Cancellation and rescheduling requests must be made via the client portal, Time to Pet. Change requests made by email, text, or social media will not be accepted or processed.

Daycare reservations may be rescheduled one (1) time per scheduled visit for eligible clients.

VIP Daycare Members: Cancellation and Reschedule requests must be submitted through the client portal at least twelve (12) hours before the original check-in date to receive 100% credit.
Pay-As-You-Go Clients: Cancellation and Reschedule requests must be submitted through the client portal at least twenty-four (24) hours before the original check-in date to receive 100% credit.
Package Daycare Members: Due to discounted rates, package visits are not eligible for rescheduled or cancellation credits. Package credits are use-it-or-lose-it. Once an appointment is booked with a package credit and you cannot make it, the credit is forfeited.

How to request a Cancellation Within The Mobile App (Time To Pet)

Start by navigating to Schedule → Pencil Icon → Request changes to the visit.

How to request a Reschedule Within Desktop (Time To Pet)

Monthly Package Credits Policy:

Full payment is required and processed when the package is added to your account.
Package credits can be shared between household pets.
Credits must be scheduled and used within 30 days of purchase; with the exception of holiday and company closures.
Packages are non-refundable, non-creditable, and non-transferable once purchased.
Credits are for one-time use only—unused credits will be forfeited.
Once a date is booked, it cannot be canceled for credit or rescheduled. If you miss a scheduled date, the credit is forfeited.
Package pricing cannot be combined with additional discounts.
Unused credits do not roll over to future months.

Credit Policy

Any credits applied to your account must be used within 90 days of issuance.
Credits are non-transferable
Credits are use-it or lose-it

Additional Services & Charges

Any additional services requested during a stay, such as premium treats, baths, nail trims, or other add-ons, will be charged to your account.
If Winter Park Paws determines your pet requires a bath/nail trim during daycare or boarding, we will provide it and charge your account accordingly.

Applicable Fees May Apply

$50 card decline fee for invoices that cannot be processed.
$35 same-day service accommodation fee for boarding.
$15 same-day service accommodation fee for in-home care or daycare.
$10 late invoice payment fee.
Merchant processing fees may apply for refunds outside of policy guidelines.

Boarding or Daycare Emergency Exception Policy

We understand that emergencies can occur. We may consider making exceptions in exceptional circumstances. In rare cases, and at our sole discretion, we may offer a one-time credit (not a cash refund) for documented veterinary or family emergencies only. This exception may be granted once per client.

Please contact us if you believe you have a valid reason for an exception. Any approved credit will be valid for 90 days (3 months) from the date issued and cannot be extended or exchanged for cash. Any credits or exceptions outside of these policies are granted only at the sole discretion of Winter Park Paws and are handled on a case-by-case basis.

We appreciate your understanding and cooperation with these policies, as they enable us to continue providing exceptional care for our furry guests while safeguarding our business's sustainability.

If you have any questions or need further clarification, please do not hesitate to contact us. Thank you for choosing Winter Park Paws for your pet care needs.