Client Agreement & Policies

1. Hours of Operation & Late Fees

Our standard hours of operation are:

7:00 AM to 7:00 PM, seven (7) days a week.

Drop-offs & Pickups During Business Hours

  • Please arrive on time for your scheduled drop-off and pickup appointments.

  • If you arrive more than 15 minutes late for a scheduled pickup without communicating your time change, a $20 late fee will apply.

  • If you notify us of your time change within that 15-minute window, no late fee will be charged.

After-Hours Drop-offs & Pickups (Outside of 7 AM–7 PM)

  • After-hours appointments are available by prior arrangement only and are subject to availability.

  • If you arrive more than 15 minutes late for an after-hours drop-off or pickup, a $20 late fee will be charged regardless of whether or not you communicated your delay, as we are working outside of normal hours to accommodate you.

2. Required Supplies

  • Clients must provide all food needed for their pet’s stay.

  • If your pet runs out of food during their stay and we must feed from our own stock, a fee of $5 per meal will be charged.

  • Clients must provide any required medications in their original containers, with clear dosing instructions.

  • Clients may provide bedding if desired. Please note we are not responsible for damage to client-provided bedding during your pet’s stay.

  • Toys are not permitted during your pet’s stay.

3. Health & Behavior Requirements

  • All pets must be up to date on the following vaccinations:

    • Rabies

    • Distemper/Parvo

    • Bordetella (kennel cough)

  • Year-round flea and tick prevention is required for all pets in our care.

  • Pets should be house-trained; however, we do accept pets with known bladder issues or medical conditions.

  • Pets who are not house-trained or who exhibit regular accidents indoors will not be eligible for daycare packages or discounted extended boarding.

  • We do not accept pets with known aggressive behavior toward humans or other animals.

  • Pets exhibiting dangerous or aggressive behavior may be dismissed from care and required to be picked up immediately.

  • All medical issues, allergies, and behavioral concerns must be disclosed prior to your pet’s stay.

4. Damages & Liability

Clients are financially responsible for any damage caused by their pet(s) to our property, home, equipment, or belongings beyond normal wear and tear.

This includes, but is not limited to, damage to:

  • floors

  • walls

  • furniture

  • fencing

  • equipment

  • fixtures

You agree to reimburse Panda Pals Pet Care in full for any required repairs or replacements within 14 days of receiving a written notice of the costs incurred.

5. Third-Party Damages & Injuries

Clients are financially responsible for any injury or damage caused by their pet(s) to other pets, persons, or property while under our care.

This includes, but is not limited to:

  • veterinary expenses for injuries to other animals

  • medical expenses for injuries to persons

  • repair or replacement costs for damage to another client’s belongings

You agree to reimburse Panda Pals Pet Care and/or the affected party in full within 14 days of receiving a written notice of the amount owed.

6. Indemnification

Clients agree to indemnify, defend, and hold harmless Panda Pals Pet Care, its owners, employees, and representatives from and against any and all claims, liabilities, damages, losses, or expenses (including reasonable legal fees) arising out of their pet’s actions while in our care.

7. Assumption of Risk & Liability Disclaimer

Clients acknowledge that participation in group play and pet care services carries inherent risks, including but not limited to:

  • injury to their pet(s)

  • illness

  • exposure to communicable diseases

While Panda Pals Pet Care takes every reasonable precaution to provide a safe environment, clients assume all risks associated with their pet’s stay and agree that Panda Pals Pet Care shall not be held liable for any injury, illness, loss, or death unless caused by gross negligence or willful misconduct.

8. Photo & Video Release

Clients grant Panda Pals Pet Care permission to photograph and/or video their pet(s) while in our care, and to use such images or recordings for marketing, promotional, or social media purposes.

If you wish to opt out, please notify us in writing prior to your pet’s stay.

9. Payment & Cancellations

  • Payment is due in full at the time of service, unless otherwise arranged in writing.

  • Cancellations made with less than 24 hours’ notice may be subject to a cancellation fee of up to 50% of the scheduled service cost.

  • Repeated last-minute cancellations may result in refusal of future service.