Winter Park Paws Dog Daycare & Suites℠

The policies listed below help us maintain exceptional care for your pets and safeguard the sustainability of our business. We are committed to providing reliable pet care services with transparent and fair payment guidelines. As a reservation-based business, we require that any scheduling, cancellations, or rescheduling be made in advance and via the client portal. When you reserve boarding or daycare, we hold that spot and often turn away other customers.

Please read our policies thoroughly, as they are strictly enforced.

Invoice Due Date Policy

Reservation balances are due 5 days prior to the check-in date for all services. Winter Park Paws reserves the right to charge the card on file for any outstanding balance 5 days prior to your scheduled check-in date.

Declined Invoice Policy

A $50 fee will be applied for any declined payment attempt. This fee helps encourage clients to keep their payment information current at all times.

Until a valid card is on valid file and final payment is processed, your reservation is not final and is subject to cancellation.

Service Fees

Daycare is charged per day.

Boarding is charged per night on a 24-hour cycle — either AM-to-AM or PM-to-PM. The full fee applies regardless of when within the window you pick up your pet — early pickup does not result in a discount or credit.

AM check-in → AM pickup = one night boarding fee

PM check-in → PM pickup = one night boarding fee

PM check-in → AM pickup = one night boarding fee

AM check-in → PM pickup the next day = one night boarding fee + one beyond 24 hours fee (daycare fee for the extra day of care)

Have questions? Please reach out to us.

Estimated Pricing Acknowledgment

By completing a booking with Winter Park Paws, you acknowledge and agree to the following:

The price displayed at the time of booking is an estimate based on the details of your initial request. This estimate is not a guarantee of final charges.

Final pricing is subject to change and may reflect additional charges based on:

  • Adjustments made to your booking request based on your actual service needs.

  • Beyond 24 hours check-out fee (day care check-out day) for boarding reservations will be added during approval, not during your booking request.

  • Additional services requested during or after a reservation or at the time of check-in.

  • Special care needs or requests.

  • Any difference in fees will be applied during or after the request is accepted to align with your service request.

  • By proceeding with your booking, you acknowledge that the final amount charged may differ from the initial estimate provided.

If you have any questions regarding pricing before or during your booking, please don't hesitate to contact us. We are committed to transparency and will communicate any fee adjustments.

Card on File and Automatic Charging Policy

A valid, non-expired, and chargeable credit card must be kept on file at all times in order to request and receive services. Your card on file is used to reserve your appointment, cover any reservation dues, cancellation or no-show fees, and automatically process payment for services rendered — including any additional services requested during your pet's stay.

Winter Park Paws uses MoeGo Pay to keep your payment information safe and secure. When adding a card to your account, a $0.50 pre-authorization charge will be applied to verify and authenticate your card before it is stored on file. This charge is dropped immediately once your card is authenticated — you will not be billed.

Clients are responsible for keeping payment information current. Requests for services cannot be accepted without a valid card on file.

Once your service request is approved, we will reserve the right to charge the card on your behalf with the card on file up to 5 days prior to the check-in date or process final payment at check-in.

Boarding Reservation Deposit Policies (Standard and Holiday)

Standard Boarding = Any non-holiday related boarding

Holiday Boarding = Boarding during major marked holiday weeks (Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas, New Years)

When a reservation is made, the space is immediately removed from availability —preventing other clients from booking those dates. The deposit serves as a commitment to your reservation and allows us to continue providing consistent, high-quality care for every pet in our facility.

Standard boarding reservations require a non-refundable, non-transferable 25% deposit due at the time of booking to secure your pet’s room. The deposit can be applied one (1) time to a new reservation in the event of a reschedule. See reschedule policy for more details.

Holiday boarding reservations require a non-refundable, non-transferable 50% deposit due at the time of booking to secure your pet’s room. Holiday reservations are final and cannot be rescheduled or transferred.*

Cancellation and Reschedule Polices vary. Please refer to your service type, membership or payment plan below:

Standard Boarding Cancellation Policy (Non-holiday)

  1. Cancellation requests must be made through the client portal, MoeGo (Winter Park Paws client portal) via cancel option.

  2. Cancellations can be made up until your check-in date; however, we require a minimum 5 days notice before the originally scheduled check-in date to avoid a fee.

  3. Reservations not paid in full that provide a cancellation notice of 5 or more days before the originally scheduled check-in date will forfeit the deposit and will not be charged the balance due.

  4. Reservations that are paid in full prior to the originally scheduled check-in date and are cancelled with 5 or more days notice will forfeit the 25% deposit and a 75% credit will apply to the account. No refunds will be given.

  5. Reservations paid in full prior to the originally scheduled check-in date that are cancelled with less than 5 days notice will forfeit 100% of the fees associated with the reservation.

  6. If you are unable to access your client portal or need further assistance, you may message or call us to assist.

Holiday Boarding Cancellation Policy

  1. Cancellation requests must be made through the client portal, MoeGo (Winter Park Paws client portal) via cancel option.

  2. Cancellations can be made up until your check-in date; however, we require a minimum of 5 days notice of cancellation to avoid a fee.

  3. Reservations not paid in full that provide a cancellation notice of 5 or more days before the originally scheduled check-in date will forfeit the deposit and will not be charged the balance due.

  4. Reservations that are paid in full prior to the originally scheduled check-in date and are cancelled with 5 or more days notice will forfeit the 50% deposit and a 25% credit will apply to the account. No refunds will be given.

  5. Reservations paid in full prior to the originally scheduled check-in date that are cancelled with less than 5 days notice will forfeit 100% of the fees associated with the reservation.

  6. Holiday reservations are final and cannot be rescheduled or transferred.

  7. If you are unable to access your client portal or need further assistance, you may message or call us to assist.

Boarding Rescheduling Policy (Standard Only)

  1. Reschedule requests must be made 5 days prior to the check-in date through the client portal, MoeGo (Winter Park Paws client portal) via reschedule option.

  2. Standard boarding reservations may be rescheduled one (1) time per reservation, with a minimum of 5 days notice before the originally scheduled check-in date to avoid a fee.

  3. Standard boarding reschedule requests submitted with less than 5 days notice will incur a $80 re-booking fee.

  4. Exact new dates must be provided at the time of the reschedule request. If new dates cannot be confirmed, the reservation will be treated as a cancellation and the cancellation policy will apply.

  5. Rescheduled stays must be equal to or greater than the number of days as the original reservation and must take place within 90 days of the original check-in date.

  6. Extensions beyond 90 days of the original check-in date is not permitted.

  7. Once a reservation has been rescheduled, any further changes to the reservation will be treated as a cancellation. Please refer to the cancellation policy above for applicable fees.

  8. If you are unable to access your client portal or need further assistance, you may call us to assist.

Early Check-Out/No-Show Policies

When a reservation is confirmed, your pet's space is reserved exclusively for the entire duration of the stay. That space is held for your pet alone and is not made available to other clients, meaning the full cost of the reserved dates applies whether or not all days are used.

Early Check-Out

You are welcome to pick up your pet early with notice; however, a credit or refund will not be issued for early check-outs during a checked-in stay, and no exceptions will be made. Early checkout will result in forfeiting all fees paid associated with the reservation.

No-Shows

Failure to check in on the scheduled date without prior notice will be considered a no-show.  If your pet does not arrive as expected, you forfeit all fees associated with the reservation and the balance of the stay will be charged to the card on file, in full.  No credits or refunds will be provided. No exceptions will be made.

Daycare Cancellation and Rescheduling Policies

  1. Changes can be made up until your check-in date; however, we require advance notice of a cancellation or reschedule to avoid being charged a fee.

  2. Change requests must be made prior to the check-in date through the client portal, MoeGo (Winter Park Paws client portal) either via cancel or reschedule option.

  3. If you are unable to access your client portal or need further assistance, you may call us to assist.

Refer to your daycare service or member type below for detailed cancellation and rescheduling Policies:

Temperament Evaluation: The evaluation fee is non-refundable, non-transferable and non-creditable. You may cancel or reschedule your appointment one (1) time with 24 hours or more notice before the scheduled check-in date. When submitting a change request, the exact date must be provided at the time of the request. If you cannot provide a new date at time of reschedule request, the cancellation policy will apply.

Pay-As-You-Go Daycare (Non-member): Cancellation and reschedule requests must be requested at least 24 hours before the scheduled check-in date to receive a credit. Changes with less than 24 hours notice will result in the full visit fee being charged and forfeited.

VIP Daycare Members: Cancellation and reschedule requests must be requested at least 12 hours before the scheduled check-in date to receive a credit. Changes with less than 12 hours notice will result in the full visit fee being charged and forfeited.

Package Daycare Members: Due to the discounted rates included in daycare packages, package credits are not eligible for cancellation credits or rescheduling. Package credits are use-it-or-lose-it — once an appointment is booked using a package credit, the credit is forfeited if the visit is missed or cancelled, regardless of notice given.

Package Daycare Credits Policy:

  1. Full payment is required and due when the package is added to your account.

  2. Packages are non-refundable, non-creditable, and non-transferable once purchased.

  3. Credits must be used within 30 days of purchase.

  4. Credits will automatically expire at 30 days if not used.

  5. Credits are for one-time use only—unused credits will be forfeited

  6. Once a date is booked, it cannot be canceled for credit or rescheduled. If you miss a scheduled date, the credit is forfeited.

  7. Package credits can be shared between household pets.

  8. Package pricing cannot be combined with additional discounts.

  9. Unused credits do not roll over to future months.

Credit & Refund Policy

  1. We do not provide refunds

  2. Refunds will be at the sole discretion of Winter Park Paws

  3. Credits applied to your account must be used within 90 days of issuance

  4. Credits are non-transferable

  5. Credits are use-it or lose-it

Applicable Fees

  • $50 — Card decline fee for invoices that cannot be processed

  • $25 — Late payment fee

  • $80 — Re-booking fee

  • $25 — Same-day service accommodation fee for boarding

  • $15 — Same-day service accommodation fee for daycare

  • $15 — Early check-in fee with notice

  • $25 — Late check-out fee with notice

  • Late check-out without notice will incur additional fees at the sole discretion of Winter Park Paws.

  • A minimum fee of $1 per minute will apply for late check-out without notice.

  • $150 emergency non-response fee

  • Merchant processing fees will apply for refunds outside of policy guidelines

  • Credit card processing fees may apply to credit card transactions (excluding debit)

Boarding Emergency Exception Policy

We understand that life happens, and true emergencies are sometimes unavoidable. While our policies exist to ensure fairness and consistency for all of our clients, we recognize that certain situations fall outside of anyone's control.

In rare and exceptional circumstances — specifically documented veterinary or family emergencies — we may, at our sole discretion, offer a one-time courtesy credit (not a cash refund) as an exception to our standard cancellation or rescheduling policies. This exception is available once per client household and is not guaranteed.

If you believe your situation warrants consideration, please reach out to us directly with supporting documentation. Any approved credit will be valid for 90 days from the date issued and cannot be extended or exchanged for cash. The $80 re-booking fee may also be waived in the event of a genuine emergency or illness, considered on a case-by-case basis with supporting documentation.

All exceptions are handled with care and granted solely at the discretion of Winter Park Paws.

By signing this agreement, the client agrees they read, understood, and agreed to all of its terms outlined above. The client acknowledges and agrees to abide by all terms and conditions outlined above.