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We run a tight ship at Pluto's Place, Ajax!
Maintaining a well-organised schedule that’s customised to the needs of each day's pack is very important to us, as it allows us to better meet the needs of each pack member to provide them the best experience possible while staying with us.
When planning a reservation at Pluto’s Place, we kindly ask that you choose drop-off and pick up times that you're confident you can commit to, planning accordingly for any foreseeable changes and delays. When left to chance, heavy traffic, inclement weather, and other foreseeable delays can impact your schedule and ours, often resulting in additional fees and charges from us.
Drop-Off & Pick-Up Routine:
We make sure we're ready to greet you 15 mins prior to your scheduled arrival time, just in case you're a few minutes early. We don't want to keep you waiting!
We request that all clients send us a text message upon arrival. Knocking on the door or ringing the doorbell is an added trigger for most dogs, who will already be very excited when you arrive!
Please notify us of any changes or delays that are more than 15 minutes outside of your scheduled arrival time. Unexpected early and late arrivals interrupts our routine, which impacts the pack, and may result in additional fees and charges.
Please check our Hours of Operation. We have reserved blocks of time for drop-offs and pick-ups within our regular operating hours.
Outside these blocks, drop-offs and pick-ups will not be permitted, as these are prime opportunities for pack walks, free play, meals, and rest time that's best left uninterrupted.
How Short Notice Changes Impact Your Dog(s) and the Pack
We carefully schedule our day to coordinate arrivals and departures with our pack's wake-up/sleep times, feeding times, medication administration, morning, afternoon, and evening walks, potty breaks, and free play. Short notice, no notice, or abrupt changes in scheduling, disrupts our daily routine and has a negative impact on the pack.
Last minute scheduling changes can easily put us in a position where we're over capacity, have mismatched temperaments, must delay pack meal times, interrupt or delay pack rest times, and cancel pack walks, which can include scheduled walks for dogs whose energy levels require exercise as part of their daily routine.
As one can imagine, interruptions can have a negative impact on us, the pack, and the clients who've paid for a premium service they trust will be delivered.
We understand when an event is unforeseen and beyond anyone's control.
In our experience, however, planning issues are more often at the root of these last minute changes and delays. For these reasons, we have put a policy in place that prioritises the needs of our pack, and provides a clear framework for us and our clients to work and schedule within.
Our Policy for Short Notice (Under 24 hours) and Same Day Schedule Changes
At Pluto's Place, Ajax, we value and appreciate your business and understand that unforeseen circumstances beyond anyone's control may arise from time to time, requiring short-notice or same-day adjustments in scheduling. We've all been there!
Within reason, we're willing to accommodate short notice requests due to unforeseen circumstances. In such cases, additional fees will apply where it is necessary to compensate our time and any adjustments to our regular schedule.
Otherwise, without exception, scheduling changes requested on short notice may incur additional charges and fees at the short notice rate, which is double the regular rate.
All additional fees and charges must be settled prior to pick-up.
Fees & Charges for Scheduling Changes on Short Notice & No Notice
1. Without prior notice, arriving more than 15 minutes outside of your scheduled arrival time, will incur a charge of 25$/dog, in addition to any additional hourly charges and fees that may apply.
3. We prefer to have at least 2 hours notice for same-day changes to drop-off/pick-up times.
Time changes must be arranged within our regularly scheduled drop-off and pick-up hours, otherwise additional charges will apply. (see Hours of Operation)
4. Requests for pick-ups/drop-offs beyond 10pm will not be accommodated. Owners who cannot pick up their dog before 10pm, will be charged the overnight rate, in addition to any extended hours fees (at the short notice rate) if the time change request was made after 6pm. If a pick-up cannot be arranged between 8am and 10am the following morning, a full-day of daycare will be charged, plus any additional hourly fees if scheduling requires it.
If keeping a dog overnight puts us over capacity, there will be an additional 100$ charge, as we will need to arrange for additional coverage on our insurance policy to cover any unforeseen emergencies.
5. Short notice requests to cancel additional hours or services booked will not be refunded (see cancellation policy). Readjustments to arrival and departure times must fall within our regular drop-off/pick up blocks to avoid any additional charges and fees.
6. Short-notice and same day booking requests are always welcome. If we are available, we will do our best to accommodate you and your dog!
7. All short notice and same-day fees and charges must be settled via e-transfer prior to pick-up. No exceptions.
8. Past due payments will be charged a 25$ late payment fee after 72hrs has passed. New bookings will not be accepted until all fees and charges are cleared.
9. Clients who cannot guarantee their drop-off/pick-up times, will be encouraged to pay a deposit for additional hours or services at the regular rate that will be refunded promptly after arrival if not used.
10. Changes to drop off times do not change the pick up time originally scheduled unless a request is made that we can accommodate. Additional fees may apply.
*We reserve the right to update and change our policies at any time, and will inform clients promptly of any changes.
REGULAR HOURS OF OPERATION:
Monday to Friday
8am to 6pm
Weekends & Holidays
10am to 6pm
DROP-OFF/PICK-UP HOURS:
WEEKDAY
AM
8am - 10am (Weekday)
Mid Day
12pm - 2pm (Weekday)
PM
4pm - 6pm
WEEKEND/HOLIDAY
AM
10am - 12pm
PM
4pm - 6pm
EXTENDED HOURS: WEEKDAYS
(per hour surcharge applies)
EARLY AM
5am - 6:45am
AM
7am - 7:45am
PM
6:15pm - 8pm
LATE PM
8:15pm - 10pm
EXTENDED HOURS: WEEEKENDS/HOLIDAYS
(per hour surcharge applies)
EARLY AM
7am - 7:45am
AM
8am -9:45am
PM
6:15pm - 8pm
LATE PM
8:15pm - 10pm
PAYMENT TERMS:
ALL RESERVATIONS ARE CONFIRMED UPON PAYMENT IN FULL
ALTERNATIVELY, A 50% DEPOSIT WILL BE ACCEPTED FOR RESERVATIONS OF THREE OR MORE CONSECUTIVE DAYS, BOOKED AT LEAST 3 WEEKS AHEAD OF THE ARRIVAL DATE. BALANCE MUST SETTLED 72 HOURS AHEAD OF THE RESERVATION DATE, TO AVOID A LATE PAYMENT CHARGE OF 50$.
CLIENTS REQUIRING RECURRING SERVICES MAY PAY WEEKLY, BI-WEEKLY, OR MONTHLY, AT LEAST 48 HOURS AHEAD OF RESERVATION DATE.
SHORT NOTICE AND SAME DAY BOOKINGS ARE ACCEPTED IF SPACE IS AVAILABLE AND MUST BE PAID UPON RECEIPT OF INVOICE
PAYMENT METHODS ACCEPTED:
We accept Paypal, e-transfers, SMS transfers, and BitcoinSV (BSV)
CASH will only be accepted if dropped off within 24hrs of making your reservation.
If your reservation is for the following day, cash must be dropped off on the same day, by 6pm. No exceptions.
CANCELLATION POLICY:
DAYCARE, ADDITIONAL HOURS, & PER-DAY SERVICES
We require at least 24 hrs notice to issue a full refund
Less than 24hrs / Same Day / No show - No refund*
CANCELLTION POLICY:
OVERNIGHT BOARDING:
1 Night
We require at least 48hrs notice for a full refund
Less than 48hrs / Same Day / No show - No refund*
2-3 Nights
We require at least 72hrs notice for a full refund
Less than 72hrs – 50% refund*
Same day / No show - No refund**
4+ Nights
We require at least 5 days notice for a full refund
Less than 5 days - 50% refund*
Same day / No show - No refund**
*Short notice cancellations may receive a full service credit if service is rebooked at the time of cancellation.
A rebooking charge (50% of the overnight rate) will be applied per reservation
Difference must be paid on any Holiday rates, additional hours, or extended hour surcharges
**Same day / No Show cancellations will be considered if we determine the circumstances were unforeseen
*Terms apply to direct bookings with Pluto’s Place
*Rover clients are subject to the terms & conditions set by Rover.com
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