For holiday/vacation period reservations, we ask for at least 14 days’ notice for any changes, cancellations, or early pickups. For non-holiday/vacation reservations, three days’ notice is required. If you cancel, change, or pick up your pet early without providing the required notice, cancellation fees will apply to cover the reserved period.

Deposits are non-refundable, but the amount can be credited towards any future service or product with us. In case of last-minute cancellations due to illness or unforeseen events, you may be able to claim these costs through your travel insurance. We’re happy to provide documentation to assist with your insurance claim if needed.

The difference in time required for cancellation pertains to staffing and lost opportunity. The Ontario ESA requires we give our team 4 days notice of changes to their shift. We have staffed according to our occupancy and we are unable to respond by reducing staff hours with short notice cancellations. During peak season our staff would also like to take time off (holiday weekends, Christmas etc) the lost revenue opportunity and the impact on staffing is far greater and our ability to be agile is reduced during holiday periods, thus requiring more time for us to be able to adapt.