Policies
Our policies are in place to keep all pets, parents and employees happy and healthy.
Health + Vaccination
Care
At Heart + Paw, we treat you and your pet like family in a way that no one else has. Offering full-service veterinary care, our team will get to know your pet over time, regardless of if you’re visiting us for a groom, spending the day in daycare, or are just here for an annual exam!
Stay
All pets should be healthy enough for a stay away from home. For the wellbeing of all our guests, Heart + Paw cannot accept pets that have a terminal illness or pets with a contagious, communicable disease and/or illness. Pets that require medications are welcome to stay with the approval of a veterinarian. The administration of most medications is included with the stay, but additional fees will be associated with injections. Pets displaying signs of illness including, but not limited to, incontinence, severe lack of mobility, respiratory distress, or seizures cannot be accepted. If your pet is not current on the necessary vaccines, we can help you schedule an appointment with our Care team.
- Dogs: We request that you provide proof of vaccination for Rabies, DHPP, and Bordetella from your veterinarian. If the Bordetella vaccine has never been given, or if it has expired, a 7-day waiting period is recommended after the administration. It is recommended that the canine influenza vaccine be current for all dogs. Canine influenza is required at some locations. Please confirm canine influenza requirements with your local center prior to your visit.
- Cats: We request that you provide proof of vaccination for Rabies and FVRCP from your veterinarian.
Play
All dogs should be healthy enough to participate in a PLAY group. We request that you provide proof of vaccination for Rabies, DHPP, and Bordetella from your veterinarian. If the Bordetella vaccine has never been given, or if it has expired, a 7-day waiting period is recommended after the administration. It is recommended that the canine influenza vaccine be current for all dogs. Canine influenza is required at some locations. Please confirm canine influenza requirements with your local center prior to your visit. If your pet is not current on the necessary vaccines, we can help you schedule an appointment with our Care team. If your dog has been dropped off to play and displays signs of illness, they will be removed from the group.
For the safety of your pet and their friends, your pet may not return to the play group until their symptoms have resolved or documented approval has been received from a veterinarian.
Style
All pets should present in good health. If your pet is not current on the necessary vaccines, we can help you schedule an appointment with our Care team.
Behavior
We understand that there are some pets that may get anxious while they’re away from home. We will do our best to provide a stress-free environment but may have to decline specific services until they are feeling more comfortable.
Play
The group will be closely monitored by a trained play coordinator who will be aware of dogs that are showing signs of aggression, stress, and fatigue. These pets may be removed for both the safety of others, as well as their own. Please reference our Consultation, Behavior, and Health Policies for more information.
Parasite Control
Play + Stay
We recommend that all pets be treated with an effective form of flea and tick prevention. If external parasites are discovered upon check-in, the pet will be treated with an effective and appropriate form of parasite control at the expense of the owner. If internal parasites are discovered during a stay, the pet will be treated appropriately by a veterinarian at the expense of the owner.
Intact Pets
Play + Stay
Any pet over 12 months of age must be altered (spayed/neutered). We recognize that intact pets under 12 months require special staff supervision, therefore we can only accommodate 3 intact pets under the age of 12 months on a daily basis.
Wait List
Play
Please let us know if you won’t be joining us as soon as you can as a courtesy to our community. If an intact pet Play reservation is cancelled after 4:30 PM local time the day prior, the first intact Pet Parent on the waitlist will receive a text from Heart + Paw, asking if they would like the available spot.
- The recipient of the text will have 30 minutes to respond YES. Once sent, the reservation will be confirmed by both text and email.
- If the recipient responds NO, or does not respond within 30 minutes, they will remain inactive. Heart + Paw will then text the next intact Pet Parent on the wait list.
No-Show / Cancellations / Late Arrivals
Life gets in the way sometimes. We understand that you may occasionally need to cancel or reschedule your appointment. However, late arrivals and no-shows impact our ability to give other clients the services that they need. As a courtesy, we provide reminder calls, texts, and emails before your appointments. Below are our policies for late arrivals, no-shows and last-minute cancellations.
Care
In order to ensure the best care for all our clients and pets, we kindly ask for you to provide notice if you cannot make it to your scheduled appointments. If it is necessary to cancel or reschedule your appointment, we require 24 hours notice. Missed appointments without notice, also called “no-shows”, will result in a Missed Appointment Fee charge to your account.
We will make every effort to accommodate late arrivals into our schedule. But we can’t guarantee that we will be able to fit your pet into our schedule without impacting the quality of care for other pets. We reserve the right to charge a small fee for late arrivals, plus the amount of time required to extend the appointment schedule to accommodate late arrivals. There may also be circumstances where we need to reschedule appointments for late arrivals. We apologize for any inconvenience this may cause.
Style
In order to maintain a stress-free grooming environment for all of our pets, we kindly ask you to provide notice if you cannot make it to your scheduled appointments. If it is necessary to cancel or reschedule your appointment, we require 24 hours notice. Missed appointments without notice, also called “no-shows”, will result in a Missed Appointment Fee charge to your account.
Unless prior arrangements are made, we reserve the right to charge a small fee for late arrivals. There may also be circumstances where we need to reschedule appointments for late arrivals. We apologize for any inconvenience this may cause.
Play
In order to ensure the safety and capacity limits of our play yards, we kindly ask you to provide notice if you cannot make it to your scheduled daycare day. If it is necessary to cancel or reschedule your appointment, we require 24 hours notice. Missed appointments without notice, also called “no-shows”, will result in a Missed Appointment Fee charge to your account.
Unless prior arrangements are made, we reserve the right to charge a small fee for late arrivals. There may also be circumstances where we need to reschedule appointments for late arrivals. We apologize for any inconvenience this may cause.
Stay
In order to ensure the safety and capacity limits of our boarding facilities, we kindly ask you to provide notice if you cannot make it to your scheduled boarding. If it is necessary to cancel or reschedule your stay, we require 24 hours notice. Missed appointments without notice, also called “no-shows”, will result in a Missed Appointment Fee charge to your account.
Unless prior arrangements are made, we reserve the right to charge a small fee for late arrivals. There may also be circumstances where we need to reschedule appointments for late arrivals. We apologize for any inconvenience this may cause.