Refund policy

Cancellations

Cancellation requests must be submitted by email to info@kennelclubboarding.ca by 6pm the day before your booking begins.

Requests received after 6pm the day before — or on, or after, the day your booking begins — cannot be cancelled or transferred, and the booking will be charged in full.

Bookings that are not cancelled or transferred by the required deadline are considered a no-show and will be charged in full. No-show bookings are not eligible for a refund or transfer regardless of Flex Booking Protection status.

Daycare bookings: Each booked date is treated independently. Cancelling one date does not affect your other booked dates.

Approved refunds will be initiated to your original payment method within 3 business days of your request being approved. Once initiated, please allow up to 10 business days for the funds to appear in your account, as processing times are determined by your card issuer and are outside our control. If you have not received your refund after 10 business days, please contact your card issuer directly. Kennel Club Boarding is not responsible for delays caused by third-party payment processors.

Transfers

Transfer requests must be submitted by email to info@kennelclubboarding.ca by 6pm the day before the booking you wish to transfer begins. Transfers are subject to availability and must be requested for a future date — we do not issue credits.

Once the 6pm deadline has passed — including any request made on or after the day your booking begins — the booking can no longer be transferred or cancelled and will be charged in full.

A booking that is neither transferred nor cancelled before its deadline is treated as a no-show, charged in full, and not eligible for any refund or transfer — this applies regardless of Flex Booking Protection status.

Daycare bookings: Each booked date can be transferred independently, subject to availability, at no additional charge.

The cost of Flex Booking Protection is non-refundable in all cases, regardless of whether a cancellation or transfer is approved.

All bookings made without Flex Booking Protection are non-refundable and non-transferable. No exceptions will be made regardless of circumstance, including illness, weather, schedule conflicts, or no-shows.

By proceeding to checkout without Flex Booking Protection, you acknowledge and accept that your booking cannot be cancelled, refunded, or transferred under any circumstances.

When a Booking Becomes Final

For boarding, your stay becomes final at 6pm the day before your first booked date. From that point the entire stay — every day booked, not only the days already under way — is charged in full and is not eligible for cancellation, refund, or transfer. Collecting your dog before your scheduled pick-up date does not reduce the amount charged.

For daycare, each booked date becomes final at 6pm the day before that date.

Dates reserved for your dog are held exclusively for them and cannot be filled once a stay is under way. This is why unused days are not refunded.

Extending a Stay

You are welcome to extend a stay or add additional dates at any time, subject to availability. Extensions are treated as a new booking and charged at the applicable rate. Adding dates does not change the terms applying to your original booking.

Vaccinations & Registration

We will not refund a booking if you are denied services due to inadequate proof of vaccination, or an incomplete, missing, or unapproved registration form. Your registration form must be submitted and approved prior to booking.

No Credits

Kennel Club Boarding does not issue credits under any circumstances. All approved cancellations result in a refund to the original payment method. All approved transfers result in a booking date change. No other forms of compensation are offered.

Emergency Absences

Emergency absences will be considered on an individual basis. You may submit a written request to info@kennelclubboarding.ca within 7 days if you believe an exception is warranted. Kennel Club Boarding will respond in writing within 7 days. We are under no obligation to approve such requests.

Circumstances Beyond Our Control

If Kennel Club Boarding must cancel your booking due to circumstances beyond our control — including power outages, extreme weather, or other acts of God — we will provide a full refund of your booking amount, including the cost of Flex Booking Protection where applicable.

Our liability is limited to the value of the booking amount paid. We are not responsible for any indirect, incidental, or consequential costs incurred as a result of a cancellation, including but not limited to travel, accommodation, or other arrangements made in connection with your booking.

Our Commitment

If Kennel Club Boarding cancels a booking with less notice than our policy requires, your next reservation will be provided free of charge up to the same value as the cancelled booking.