PROCEDURES FOR ARRIVALS & DEPARTURES
We run a tight ship at Pluto's Place! Maintaining a consistent schedule is very important to us, as it allows us to prioritise the needs of our pack above all!
- We are always ready to greet you at your scheduled arrival time. We don’t want to keep you waiting!
- We request that all clients send us a text message upon arrival.
- Please don’t ring the doorbell or knock on the door, as this creates a lot of excitement.
- Please notify us of any changes or delays that are more than 5 minutes outside of your scheduled arrival time.
- 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, unless extended hours are reserved at the time of reservation (weekdays only) and our schedule is able to accommodate the request.
- Please plan accordingly for any foreseeable changes and delays. When left to chance, heavy traffic, inclement weather, airline delays, and other setbacks in your schedule will impact ours as well.
POLICY ON LATE ARRIVALS
- We require at least 30 minutes notice to accommodate a late arrival.
- Arrivals after 6:10pm, with or without notice, must pay the after hours fee.
- Short notice, same day, and requests to add a service to a reservation already in-progress, may be accommodated if our schedule allows, at an additional cost.
LATE/SHORT NOTICE FEES WILL APPLY TO;
- Late arrivals (10 minutes or more after your scheduled time) or without sufficient notice (under 30 minutes).
- Chronic late arrivals, but within the 10 minute grace period, will be charged a late fee after 3 consecutive arrivals past the scheduled arrival time.
- Late arrivals after business hours (6pm).
- Last minute reservations made outside of business hours and less than 24 hours prior to a service.
- Requests to add an additional service to a reservation that is already in-progress.
- Requests for additional services while a service is in-progress that also requires us to significantly adjust our schedule, including those that put us over capacity.
POLICY ON SHORT NOTICE
At Pluto's Place, Ajax, we value and appreciate your business! We understand that unforeseen circumstances may arise from time to time. Within reason, we're willing to accommodate such requests. In these cases, additional fees will only apply where it is necessary to compensate our time and any adjustments made to our regular schedule.
All additional fees and charges must be settled prior to pick-up.
- Without prior notice, arriving more than 10 minutes outside of your scheduled arrival time, will incur a fee, in addition to any additional hourly charge that may apply.
- Please give at least 2 hours notice for same-day requests to change drop-off/pick-up times. Time changes must be arranged at least two hours ahead of time and within our regularly scheduled drop-off and pick-up hours. Additional charges (if applicable) must be settled in full prior to arrival.
- Requests for pick-ups/drop-offs beyond 6pm may not be accommodated. Owners who are unable to pick up their dog before closing time will be charged for the additional time and any applicable fees.
- Short notice requests to cancel additional hours or services while a service is in-progress, 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.
- All short notice and same-day charges and fees must be settled via e-transfer prior to arrival.
- Past due payments will be charged a 25$ late payment fee. New bookings will not be accepted until all fees and charges are cleared.
- Clients travelling long distances are encouraged to make alternate arrangements, or reserve an additional overnight as a buffer. This is especially recommended for clients travelling out of country, or facing long weekend traffic delays.
- Short-notice changes to drop-off times do not change the pick-up time originally scheduled.
- Short-notice and same day booking requests are welcome. If we have space available, we will do our best to accommodate.
A $20 fee will apply to last minute requests made after business hours, or to extend a service already in-progress, as it may require us to readjust our schedule to accommodate the changes.
*We reserve the right to update and change our policies at any time, and will inform clients promptly of any changes.