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Payment Policy

Staff procedure for collecting payment before pickup, taking deposits, and handling payment issues.

Purpose

Every client pays in full before their dog goes home. This SOP covers that rule, what to do when a client hits a snag, the check-in balance required for camps and long-term boarding, and the card and deposit information we keep on file.

At a Glance

  • No dog goes home until payment is made in full.
  • A client cannot "come back with another card" or "send a check" instead of paying now.
  • For camp programs or long-term boarding, half of the estimate is due at check-in. No exceptions.
  • Keep a valid credit card on file for every client, and confirm it is current.
  • A deposit is taken at the time of booking to prevent no-shows.

Full Payment Before Pickup

You are not permitted to let an owner pick up their dog without paying in full. If a client wants to "come back with another credit card" or "send a check" instead, that is not permitted either.

When a Client Cannot Pay in Full

If a client has a genuine issue, a lost wallet, a card that will not run, you need manager approval before working out any kind of payment arrangement. Do not make that call yourself.

Camp and Long-Term Boarding: Check-In Balance

For camp programs or long-term boarding reservations, half of the estimated total must be paid at check-in. No exceptions.

Card on File and Booking Deposits

Every client needs a valid credit card on file, and it is on you to double-check with the client that the card on file is accurate and current, catching anything out of date before it becomes a problem at pickup. A deposit is also taken at the time a reservation or appointment is made, which is what keeps a no-show from costing the business a slot with nothing to show for it.

Frequently Asked Questions

How is this different from the deposit taken at booking?

The booking deposit and the check-in balance are two separate payments at two separate moments. The deposit is taken when the reservation or appointment is first made, to protect the slot against a no-show. The half-of-estimate payment for camps and long-term boarding is collected later, in person, at check-in.

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