Policies

Grooming Cancellation 

There is a non refundable $40.00 cancellation fee for any cancelled grooming appointment  for the following reasons, but not limited to:  

• no show

• forgotten 

• cancelled with out 2 business day notice given

• Cancelling due to Not being current on vaccinations

This fees must be paid at cancellation time or before any additional appointment is made. No other appointments will be made and any future reoccurring  appointments may be cancelled. If you cancel or no show 2 times you will be put on a groom to groom schedule, and take the chance that we have openings, also no reoccurring appointment will be made  for one year. 

Boarding Standard stays

There is a non refundable $40.00 cancellation fee for any boarding reservations! (even with ample notice given.)

-1 day notice before cancellations:  $50 cancellation fee

-Day of cancellation fee: If you cancel a standard boarding reservation the day you were scheduled to dropping off or the office calls you to confirm your reservation and you cancel the non refundable cancellation fee is 1/2 the total of the boarding reservations stay which was paid for at time of booking. You will receive a refund of 1/2 your total prepayment amount.

Holiday Stay Cancellations 

this includes spring/winter break 

Flat non refundable boarding fee for any cancelled boarding reservation is $40.00.

Following is the Holiday cancellation fees:

            -4 days or more you are responsible for the standard cancellation fee of $40.00 per pet. 

-3 days notice: you are responsible for the Holiday cancellation fee of  $60.00 per pet 

                -2 days notice: you are responsible for 1/3 of your total boarding stay amount 

-1 business day notice: you are responsible for 1/2 of your total boarding stay amount 

-Day of scheduled drop off and/or no shows:  You are responsible for the full boarding stay amount, nothing will be refunded or credited to you.

    -Standard boarding dates:  You would be responsible for the dates that you have stayed and the $40 cancellation fee per pet.

      -Holiday Boarding dates:   If you cancel your reservation during any holiday stay you are responsible for the full boarding charges and no refund will be given. (this is due to us having to turn other boarding reservations away because the run your pets were in was occupied through the holiday. Also with you cancelling we would loose that income as well. This is why no refund will be given if you cancel a boarding reservation after drop off during a holiday)

Holiday Stays during a weekend

You must reserve the full weekend for any holiday stay if that holiday falls on a  Friday, Saturday, or Monday 

Holiday's that fall on Mondays or Holidays that include a weekend you are required to book the full weekend. There are no Saturday or Sunday pickups on a holiday weekend unless you agree to pay for the full holiday weekend.  Again If your stay includes a holiday that falls during your stay and the holiday is on a Saturday, Sunday, or Monday, you are required to book the full holiday weekend. You can pick up earlier however you will be charged for the full holiday weekend stay. 

2 Business day notice example

 Reservation drop off Date Cancelation date no later than 5pm on below corresponding date

                              Example Date Example Date

Monday                 1/3/2022 Wednesday of the week before 12/29/2021

Tuesday 2/15/2022 Thursday of the week before 2/10/2022

Wednesday 5/18/2022 Friday of the week before 5/13/2022

Thursday 7/21/2022 Monday of the same  week 7/18/2022

Friday 9/2/2022 Tuesday of the same week 8/30/2022

Saturday 11/12/2022 Wednesday of the same week 11/9/2022

Pet Havens Boarding-Grooming Policy/Contract

ALL PETS MUST HAVE BRONCHITIS, RABIES AND DISTEMPER PARVO VACCINES TO BOARD OR BE GROOMED WITH US HERE AT PET HAVEN

PLEASE CONFIRM PICK UP TIME _______AM/PM    DATE__________    NO pick-ups will be done on Holidays. Sunday PICK-UPS will in cure an additional fee. 

__DESTRUCTION FEES: This fee is determined by how extensive the destruction is. Your bill may reflect this fee if your pet chews excessively or causes damage to property but not limited to rubber dog door flap, crack seal, dog door,  door framing, and wire fencing. Estimated Costs for replacement doors are between $70-$135. Weather stripping and minor damage is $15-$50.

GROOMING NOTE: If you want your dog groomed before they go home from a stay and DID NOT request this at booking time we can NOT guarantee that we will have time in the schedule to get them groomed during their stay.

STANDARD CANCELLATION: A $40 cancellation fee will be charged if you book a boarding or grooming reservation and are unable to keep. Any fees must be paid before another grooming or boarding appointment can be made. *HOLIDAY, PEAK SEASON, SPRING/WINTER BREAK CANCELLATIONS FEES,ADJUSTMENT OF DAYS or LATE CANCELLATION FEES: See Policies Tab on website for more information. You are responsible for your full stay deposit. if you can not, or do not provide ample notice. Due to limited space we turn away pets during these time and  if you cancel short notice, don't show up or leave earlier than what was reserved, we are unable to refill these spot, and look revenue due to already turning customers away. 

__MEDICATIONS: Pet Haven is able to continue giving your pet certain daily medication. We will do so at 8am and 5pm. However if we are required to make an extra trip to the kennel to do so there will be a extra nominal fee added to your bill for our time. 

FLEAS: Are an pain and unfortunately can be unavoidable. We here at Pet Haven strongly encourage you to keep your pet on a monthly flea treatment.  

ILLNESS/INJURY : If the pet becomes injured/ill, you the owner shall be notified. You the owner can give Pet Haven permission to call a local veterinarian, or you can call your veterinarian yourself for treatment. You the owner accept all financial responsibility for pet care, will pay for treatment to veterinarian office, and will not hold Pet Haven Liable. 

PET CARE: Pet Haven can not be held liability for any injury sustained by/to your pet while in our care. All pets that are boarded and otherwise cared for by Pet Haven. Pet Haven will not held  liability for injury to pet,  loss or damaged from disease, death, running away, theft, fire, injury to person, other pets, or property, or other unavoidable causes.

COMMUNICABLE DISEASES: If a pet shows clinical signs of a communicable disease while boarding, he/she will be moved to an isolation (utility room), which will add $8 per night to boarding cost.  Owners must assume this risk and, in the event that their pet(s) contract such a disease while boarding, owners will be responsibility for the costs of all treatments. Kennel cough is a highly contagious disease that spreads via respiratory transmission. Due to several strains the vaccine may not cover all strains. Therefore, despite all of our efforts to maintain a clean and disease-free environment, there is still a possibility that your dog could contract kennel cough or other contagious communicable diseases during his or her stay with us. The Pet will be moved to isolation and will need to be picked up as soon as possible.  If this occurs, any necessary exams and treatment(s) will be at the owner’s expense.

By signing and dating below, I acknowledge that I am the owner or owner’s agent of the listed pet(s) and that I have read the Pet Haven Boarding Policies, agree to all information stated herein, and have had all of my questions/concerns addressed to my satisfaction.

Pets big and small we love them all at Pet Haven in Knoxville.

__PAYMENT: is due in full at time of booking. We accept cash, check, and credit cards. 

                                                                                                                   THANK YOU