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.
Payment, cancellation, and rescheduling policies 2025
At Winter Park Paws, we deeply value the trust you place in us to care for your beloved pets. We understand that plans can change unexpectedly, and we strive to accommodate these changes whenever possible. However, as a reservation-based business, our ability to serve our clients effectively relies on careful planning and preparation. When you reserve your pet's room with us, we allocate specific suites and staff resources to ensure their comfort and well-being during their stay. Given our commitment to hold your pet's spot and often turn away other customers to accommodate your reservation, we kindly request that any payments, cancellations, and rescheduling be made in advance. To accommodate your needs while maintaining operational efficiency, we have established the following policies:
Payment Policy
Winter Park Paws is committed to providing reliable and convenient pet care services while maintaining transparent and fair payment guidelines. Please read our policies thoroughly, as they are strictly enforced. Customers are responsible for reading our policies thoroughly.
Invoice Due Date:
As listed on the invoice, daycare and boarding invoices are due 5 days before check-in.
The total amount is due if your boarding reservation request is short notice, less than 5 days.
Credits will not be provided for changes or cancellations to the boarding reservation with less than 5 days notice under any circumstances.
Boarding Reservations:
Requests must be made via the client portal (Time to Pet)
A 25% non-refundable and non-creditable deposit is required for boarding services when booking your reservation.
Your reservation is not finalized until full payment is made by the due date listed on the invoice.
Automatic charging:
We will automatically charge the card on file once we approve your service request or automatically process it on the due date, whichever comes first.
A valid, non-expired, and chargeable card must be kept on file to request and receive services. It is essential to keep your card information updated under the payment methods section of the client portal. Multiple cards may be added, but all cards on file must be chargeable.
If you opt to self-pay the balance before the due date and the balance is not processed by the due date listed on your invoice, we will automatically charge your account on the due date.
Declined Invoice Policy:
A $50 fee per declined payment will be applied.
If your card on file is declined, it will be removed from the portal, and a valid card must be added.
Excessive (5 or more times) declined payments may lead to the termination of services.
Cancellation Policies
Boarding Cancellation Policy:
To cancel a boarding reservation, use the client portal (Time to Pet) at least 5 days before the check-in date be eligible for a 75% credit (if paid in full prior to due date).
While we understand that unforeseen circumstances may arise, providing the proper 5 or more days notice allows you to reduce your balance prior to be being charged or receive a 75% credit on reservations paid in full prior to the due date.
Cancellations with less than 5 days notice will be ineligible for credit.
The policy applies to the entirety of the booked reservation. A reservation is per stay, not individual days.
Please be aware that we provide store credit only, and refunds are not provided. No exceptions.
Any credits applied to your account must be utilized within 90 days from the date of issuance.
Daycare, evaluations and other reservation cancellations:
Cancellation requests must be made via our client portal (Time to Pet) at least 24 hours before the scheduled service date to be eligible for a 100% store credit.
With 24 hours or more notice, you will receive a 100% credit towards future pet services or products. This does not apply to package credits.
Except for VIP members, cancellations with less than 24 hours notice will be ineligible for credit.
VIP members must provide 12 hours or more notice to receive 100% credit. Less than 12 hours' notice will be ineligible for a credit.
Package members will not receive credit for cancellations as credits are use it or lose it, one time use.
Please be aware that we provide store credit only, and refunds are not provided. No exceptions.
Any credits applied to your account must be utilized within 90 days from the date of issuance.
Boarding Reservation Rescheduling Policy:
Reschedules must be made with at least 5 days notice before the scheduled check-in date.
We allow one reschedule per reservation. For example, if you make a reservation for visit A and reschedule for visit B, then visit B cannot be rescheduled again, and B is considered a cancellation.
The cancellation policy applies to canceling a rescheduled service.
When rescheduling, please provide exact dates. The cancellation policy applies if you cannot provide exact dates when rescheduling.
Rescheduled bookings cannot be extended beyond 90 days of the original check-in date.
Daycare Reservation Rescheduling Policy:
Pay-as-you-go customers and VIP members are eligible for one reschedule per visit.
Package members are not eligible to reschedule their credits.
VIP reschedule requests must be made via the client portal at least 12 hours before the initial check-in date.
Pay-as-you-go reschedule requests must be made via the client portal at least 24 hours before the initial check-in date.
Package members are ineligible for reschedules.
When rescheduling, please provide exact dates. The cancellation policy applies if you cannot provide exact dates when rescheduling.
Rescheduled bookings cannot be extended beyond 90 days of the original check-in date.
We strive to accommodate your scheduling needs to the best of our ability while ensuring the smooth operation of our facilities. If you have any questions or need assistance, please don't hesitate to contact us Monday through Friday, 8:00 am to 5:30 pm. Thank you for choosing Winter Park Paws for your pet's care.
Package Policies
Monthly Package Credits Policy:
Full payment for the package is due and processed the same day it is added to your account.
The package is per pet.
Package credits must be scheduled and used within 30 days of purchase. Scheduled dates cannot extend beyond 30 days.
The package is non-refundable, non-creditable, non-transferable, and considered final.
Credits are for one-time use. Which means you must use it or you will lose it.
Cancellations or rescheduling of dates are not allowed.
The package cannot be combined with additional discounts.
It is non-transferable and does not roll over.
Other Terms and Condtions
Same-day or no-show cancellations will not receive a credit.
Early check-out during a boarding stay is considered a cancellation of the remainder of booked services, and a credit will not be provided for unused days.
Any unused days will not be credited if you check out your pet before the stay is complete. No exceptions.
Your account will be charged accordingly for any additional services you request during the stay, such as premium treats, baths, nail trims, and more.
If we deem it necessary for your pet to have a bath during their boarding stay, we will provide a bath and charge your account.
Any credits outside the policy are at the sole discretion of Winter Park Paws and will be handled on a case-by-case basis.
Fees are subject to apply:
A $50 card decline fee will apply to invoices that cannot be processed.
A $35 same-day service accommodation fee may apply for boarding.
A $15 same-day service accommodation fee may apply for in-home care and daycare.
A $10 late invoice payment fee will apply.
Merchant processing fees will apply for refunds outside of the policy.
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.