Cancellation charges apply to the affected services:

48 hours or more before the scheduled start: No cancellation charge.

24–48 hours before: 50% of the service price.

Less than 24 hours before: 100% of the service price.

Please send cancellation requests through our client portal or contact our team. Any different terms for holiday bookings or care packages will be explained before you book.

An inquiry or meet-and-greet request does not reserve services. Your booking is confirmed once our team has accepted your request and sent confirmation of the dates, services, price, and payment requirements.

Your quote or invoice will show the payment deadline and any deposit required. We’ll explain the payment arrangements before you confirm your booking. Automatic charges require your authorization.

Before the first visit, we’ll agree on a secure way to enter your home. Please provide working keys or access codes, alarm instructions, and details of anyone else expected to visit while you’re away.

We’ll try to contact you and your designated emergency contact promptly. If urgent care is needed and neither can be reached, we’ll follow the veterinary authorization you completed during onboarding.

We may shorten or adjust walks when conditions are unsafe. Where practical, we’ll use the remaining visit time for indoor play, companionship, and essential care, and let you know about the change.

Contact us as soon as possible so we can arrange continued care. Additional visits are subject to availability and will be charged at the agreed rate.