Booking Policies

Booking & Scheduling

All services (grooming, boarding, daycare, vet consultations, and training) must be booked through the Paws Source platform. Availability is first-come, first-served, though recurring clients receive priority booking windows.

Advance booking opens 30 days ahead for standard services.
Holiday & peak season slots open 45 days in advance and require full prepayment.
You will receive a digital confirmation email & SMS within 2 minutes of successful booking.
Service times are approximate. Please arrive 10 minutes early for check-in.

Cancellation & Rescheduling

We understand plans change. Flexible rescheduling is encouraged, but cancellations are subject to the following fee structure:

Notice Period	Fee Applied	Refund/Reschedule
More than 48 hours	$0	Full refund or free reschedule
24–48 hours	25% of service fee	Remaining balance credited to account
Less than 24 hours	50% of service fee	Remaining balance credited to account
Same day / Emergency	100% of service fee	No refund (unless medical emergency documented)

💡 Pro Tip

Use the "Reschedule" button in your booking dashboard to change your slot without incurring fees, subject to availability.

No-Show Policy

If you fail to arrive for your scheduled appointment without prior notice or cancellation, it will be marked as a No-Show. A 100% service fee will be charged to the payment method on file. Repeated no-shows (3 or more within 6 months) may result in a temporary booking restriction.

Pet Health & Safety Requirements

To ensure the well-being of all pets and staff, the following requirements apply to all bookings:

Vaccinations: Up-to-date records for Rabies, Distemper, Parvovirus, and Bordetella (for boarding/daycare) must be uploaded prior to arrival.
Age Limits: Puppies & kittens under 12 weeks cannot participate in group daycare or boarding without veterinary clearance.
Behavioral Screening: Aggressive or severely anxious pets may require a pre-visit consultation. We reserve the right to decline service if safety cannot be guaranteed.
Illness Policy: If your pet shows signs of illness (coughing, vomiting, lethargy, open wounds), please postpone your booking and consult your veterinarian. We cannot accept symptomatic pets.

⚠️ Important

Failure to disclose behavioral or medical conditions may result in immediate service termination without refund and potential liability for incident damages.

Payment & Refunds

All services require a valid payment method on file. Payments are processed at the time of booking for boarding/daycare, and at service completion for grooming & consultations (unless otherwise noted).

We accept all major credit/debit cards, Apple Pay, Google Pay, and PayPal.
Refunds for eligible cancellations are processed within 5–7 business days.
Service credits (from partial refunds or loyalty programs) expire 12 months from issuance.
Disputes must be filed within 14 days of the service date via our Support Center.

Liability & Emergency Protocols

While we take every precaution to ensure your pet's safety, Paws Source is not liable for unforeseen medical emergencies, pre-existing condition flare-ups, or behavioral incidents despite proper disclosure. In case of emergency:

Our on-site staff will perform immediate first aid and stabilize your pet.
We will contact your designated emergency vet or the Paws Source partner clinic.
You will be notified immediately. If unreachable, we have blanket authorization to proceed with emergency treatment.
Emergency vet costs are the responsibility of the owner, though Paws Pro & Elite members receive a 20% discount at partner clinics.