Refund policy
Kennel Club Boarding offers optional Flex Booking Protection at checkout. Your protection decision is recorded at the time of purchase and is final. This record is included in your order confirmation email. Please read this policy carefully before booking.
For Customers With Flex Booking Protection
Cancellations
Cancellation requests must be submitted by email to info@kennelclubboarding.ca by 6pm the day before your booking.
Requests received after 6pm the day before — or on, or after, the day of your booking — cannot be cancelled or transferred, and that day 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.
Boarding stays: Any days for which a cancellation request is received by 6pm the day before that specific day will be refunded in full. Days that have already begun, or for which the 6pm deadline has passed, will be charged in full.
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. Transfers are subject to availability and must be requested for a future date — we do not issue credits.
Requests received after 6pm the day before — or on, or after, the day of your booking — cannot be transferred or cancelled, and that day 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.
Boarding stays: Any days for which a transfer request is received by 6pm the day before that specific day can be transferred to new dates, subject to availability, at no additional charge. Days that have already begun, or for which the 6pm deadline has passed, will be charged in full and cannot be transferred.
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.
For Customers Without Flex Booking Protection
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.
General Conditions (All Bookings)
What Constitutes a Billable Day
A boarding day is considered in progress from the time of drop-off. Any day that has begun — regardless of how much time has elapsed since drop-off — is billable in full and is not eligible for cancellation or transfer.
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.