Cancellation & Refund Policy

A Note From Our Family to Yours

K9cation is a family-owned, locally operated business. We plan staffing, space, and care schedules in advance to provide safe, high-quality care, training, and enrichment for every dog entrusted to us.
When you make a reservation, space and staffing are reserved specifically for your dog, and other bookings may be declined. For this reason, our cancellation and refund policies are designed to be fair, transparent, and operationally sustainable.

Clear communication and advance notice allow us to best support you and your dog.

Important Notice
This page provides a general summary for convenience only.
All services are governed by the K9cation Master Client Agreement & Liability Waiver and applicable service policies.
In the event of any inconsistency, the signed Client Agreement controls.
General Cancellation Guidelines
Advance notice requirements vary by service and time of year, including peak and holiday periods. Applicable cancellation windows are disclosed at the time of booking and may include, but are not limited to:

• Non-peak boarding and daycare

• Peak periods and holidays

• Grooming services

• Private training, group classes, rentals, and specialty programs

• Board & Train programs

Failure to provide required notice may result in forfeiture of deposits or charges for reserved services.
Deposits
Some services require a reservation deposit.

• Deposit amounts vary by service, season, and demand

• Deposit requirements and amounts are disclosed at the time of booking

• Deposits are applied to staffing, space reservation, and operational planning

• Deposits may be non-refundable as disclosed at booking

Deposits do not guarantee service availability or participation.
No-Shows
A no-show is defined as failure to arrive for a scheduled service without prior notice.

• No-shows may be charged the full amount of the reservation

• No-show deposits are non-refundable

• Repeated no-shows may result in denial of future bookings

Early Pickup / Shortened Boarding Stays
If a dog is picked up early from a boarding stay:

• The full original reservation amount may still apply, especially during peak periods

• Staffing, space, and services were reserved in advance and cannot be reallocated

Account Credits (Discretionary)
Account credits are not refunds, have no cash value, and are offered solely at the discretion of K9cation.
Credits, if issued:

• Are non-transferable

• May be applied only toward eligible K9cation services

• Expire on the next published expiration date: July 1 or December 31, whichever occurs first after issuance

• Do not create a right to future services or availability

K9cation is under no obligation to issue credits, and issuance of a credit in one circumstance does not establish a precedent.
Illness & Emergency Considerations
If a dog becomes ill or cannot attend due to medical reasons:

• Clients should notify K9cation as soon as possible

• A dated veterinarian’s note may be considered

• Waiver of cancellation fees or deposits, if any, is not guaranteed and remains at K9cation’s discretion

Dogs showing signs of illness should not be brought to the facility.
Payments & Processing Fees

• Payment is required prior to service or at drop-off

• Boarding is billed by calendar day and resets at midnight

• Credit card payments may be subject to a processing fee reflecting actual processor costs

• Debit card payments may not incur a processing fee

Returned Checks
Returned or declined checks are subject to a returned check fee. Outstanding balances must be resolved before future services are provided. K9cation reserves the right to refuse check payments after repeated incidents.
Late Pickup & Closing Times
Late pickup fees and out-of-hours fees may apply as posted or disclosed at booking.
Dogs not picked up by closing time may be boarded overnight at K9cation’s discretion and billed at current rates.
K9cation-Initiated Cancellations
In rare circumstances, including weather events, emergencies, safety concerns, or events beyond our control:

• K9cation may cancel or reschedule services

• Clients may be offered rescheduling or an account credit at K9cation’s discretion

• Refunds are not guaranteed

Retail, Merchandise & Gift Cards
All retail, merchandise, and gift card sales are final unless otherwise required by law.

• No returns or exchanges

• No refunds

• Manufacturer defects may be referred directly to the manufacturer

Billing Concerns & Chargebacks
Clients agree to contact K9cation directly to address billing concerns before initiating a chargeback.
Initiating a chargeback without first contacting K9cation may result in:

• Suspension or termination of services

• Forfeiture of account credits

• Denial of future bookings

Final Authority
All cancellation, credit, refund, and enforcement decisions are governed by the Master Client Agreement and are applied consistently at K9cation’s discretion. Verbal exceptions or assurances by staff are not binding.