Terms & Conditions

Terms & Conditions/
Cancellation Policy

Welcome to That’s Ruff Pet Hotel 

By booking services with That’s Ruff Pet Hotel, you acknowledge and agree to the following terms, policies, and conditions.

BOOKING POLICY

All bookings must be submitted through our mobile app and approved prior to arrival.

Download here:

Clients are responsible for:

  • Providing accurate pet information
  • Uploading current vaccination records
  • Providing emergency contact information
  • Disclosing all behavioral or medical concerns

Incomplete information may delay or prevent booking approval.

VACCINATION REQUIREMENTS

  • All dogs must be current on required vaccinations prior to boarding or daycare services.
  • Proof of vaccinations must be uploaded through the app before arrival.
  • That’s Ruff Pet Hotel reserves the right to refuse services if vaccination records are incomplete, expired, or unavailable.

DROP-OFF & PICK-UP POLICY

Drop-off and pick-up hours are:

  • Monday – Friday: 7:00 AM – 6:30 PM
  • Saturday: 8:00 AM – 1 PM
  • Sunday: Closed

Clients are expected to arrive at their scheduled times.

Late arrivals or pickups may disrupt operations and may result in additional fees or scheduling limitations.

Transportation services may be available for an additional charge based on distance and scheduling availability.

Transportation fees apply each way for pickup and drop-off services within a distance of up to 30 miles one way.

FOOD & MEDICATION POLICY

Owners must provide:

  • Food
  • Feeding instructions
  • Medication (if needed)
  • Any special care instructions

Medication instructions must be clearly communicated prior to the stay.

While every effort will be made to follow care instructions accurately, That’s Ruff Pet Hotel is not liable for complications related to undisclosed medical conditions or inaccurate instructions provided by owners.

STANDARD CANCELLATION POLICY

Cancellations made 7 days or more before check-in may receive:

  • a full refund, or
  • the option to apply the payment as a credit toward a future stay.

Cancellations made 3–6 days before check-in:

  • 50% of the booking total may be refunded or credited.

Cancellations made less than 72 hours before check-in:

  • are non-refundable.

EMERGENCY CARE

In the event of illness, injury, or emergency, That’s Ruff Pet Hotel will attempt to contact the owner and emergency contact immediately.

If emergency veterinary care is required, the owner agrees to be financially responsible for all veterinary expenses incurred.

RIGHT TO REFUSE SERVICE

That’s Ruff Pet Hotel reserves the right to refuse, cancel, or discontinue services at any time if
we determine it is in the best interest of:

  • The dog
  • Other dogs in our care
  • Our staff
  • Our business operations

Our goal is to maintain a safe, structured, loving, and positive environment for every dog entrusted to our care.