Please note our Business hours are 7:00am-7:00pm; reservations are considered to start upon the start of business for the reservation Check In date. Parents are financially responsible for full reservation payment, without proper cancellation & modification notice. Please note all voicemail and e-mail cancellation notices must also be submitted within the same time frame as the policies below. All reservations/modifications sent in after business hours, will be considered sent in the next day.
All reservations are required 48 hours in advance submitted only through the app or website. We will no longer take reservations over the phone or in person, due to room for error.
Day Camp Policy:
Day Camp reservations are required 48 hours in advance; without proper notice we are unable to verify your account/requirements/vaccinations are up to date or staff accordingly. Walk ins may be turned away.
Day Camp cancellations & modifications are required 24 hours in advance of reservation Check In date. (24 hours, is 1 entire business day BEFORE the start of the business day of Check In date. Ex. A Tuesday reservation would need to be cancelled on/before Sunday between 7:00am-7:00pm, BEFORE the start of business on Monday). Without proper notice, client will forfeit their Day Camp package day or will owe the balance if they do not have a Day Camp Package; this will be emailed in an invoice.
Overnight Camp Policy:
Overnight Camp reservations are required 48 hours in advance and are only considered confirmed upon payment of required deposit. Overnight Camp reservation requests are encouraged as far in advance as possible. Upon submitting your request, your tentative requested dates are placed on the waitlist and are only finalized upon payment of required deposit. We will email you an invoice that you must pay online within 48 hours of your initial request; failure to do so, will result in the requested dates and invoice being removed from the system. We recommend finalizing Overnight Camp reservations as far in advance as possible.
Safety and Camper happiness are our first priority, and we know owners share these values. Most Campers are a lot more comfortable if they are in Camp play yards at least three times before spending the night. We require the free interview day and at least three days of Day Camp before an Overnight Camp visit. Owners may use their discounted first day special package for these, this package is offered for the sole purpose of allowing Campers to better acclimate to the new surroundings. If your dog has not been to Camp within 6 months, they will need either a full or half day of Day Camp before they can stay the night with us. If your dog has not been here in over 12 months, they will need to re-do the interview process in full, including the three days of Day Camp.
Overnight Camp cancellations & modifications are required 48 hours in advance of reservation Check In date. (48 hours, is 2 entire days before the start of the business day of Check In date ex. A Friday reservation would need to be cancelled on/before Tuesday between 7:00am-7:00pm, BEFORE the start of business on Wednesday). Without proper cancellation notice, client will forfeit their deposit.
Overnight Camp Check Ins are required between 7am-3:00pm We want to give Campers some time to play and get their cabins and meals all set up for a great first night of their vacation! Overnight Camp Check Outs are required by 11:00am A holiday stay is any stay that falls within 48 hours of a recognized holiday. Deposits are nonrefundable. Deposits cannot be used as a credit towards other services. Once deposit is taken, any date adjustments must be made 14 days before the reservation is due to start, after this the reservation is finalized and the parent is responsible financially responsible for the entire reservation cost. We do not offer Day Camp on the above-mentioned Holidays.
Holiday Hours; Check Outs that occur on Christmas Day, Thanksgiving and Easter are required between the hours of 7:00am-10:00am. Check Ins that occur on Christmas Day, Thanksgiving and Easter are required between the hours of 4:00pm- 7:00pm; these are our Holiday operating hours, and we will not be open outside of these hours so our team may have time to spend with their families.
Holiday Overnight Camp cancellations & modifications are required 14 days in advance of reservation Check In date. (14 days, is 2 entire weeks BEFORE the start of the business day of Check In date. A “Holiday” reservation is considered any reservation that touches a holiday. Ex. A Friday reservation would need to be cancelled/modified on/before the Thursday, 2 weeks PRIOR to the reservation start date, which is before the start of business on Friday, 2 weeks PRIOR to the reservation start date). If no modifications or cancellations have been requested upon the 14 day mark in advance of your Check In date, the reservation is then considered finalized and parents are financially responsible for the entire stay as booked. If you wish to extend your reservation further, please contact Camp to check availability. Without proper notice of cancellation/modification, client will be financially responsible for the entire reservation.
Grooming Policy: All grooming must be orchestrated during Day or Overnight Camp reservations.
Parents are responsible for ensuring their Camper's vaccinations are up to date for their visits. We do have automatic e-mail vaccination and reservation reminders, but we are not responsible for making sure your system receives them or that you read them. All Campers must be up to date on the following vaccinations:
Bordetella (Kennel Cough), Rabies, Distemper & Canine Influenza. **Please note: New Customers will have 90 days after their dog’s passing interview to get their Camper up to date on the Canine Influenza.
Please email a photo or forward an updated vet vaccination statement to email@example.com and we will enter the updates for you. These emails are read daily and we will confirm update was entered. Vaccination updates must be sent over 48 hours’ in advance of reservations.
Emergency Contacts/ICE Contacts Policy:
For all Overnight Camp visits, we require a local emergency contact on record. We understand that this may change stay to stay, for this reason we require you to complete Check In paperwork that lists the ICE Contact that will be used each visit. Please ensure your ICE contact is LOCAL & is able to take responsibility for the care of your Camper, in any & all emergent situations, such as, but not restricted to; picking Camper up from Camp, taking Camper to the vet & providing accommodations, in the event the Camper can no longer stay at Camp. It is our policy, that a dog with a suspected contagious illness, in need of veterinary care, or having behavioral issues that risk another Camper or our staff, must be picked up by your ICE. These events are rare, but can occur and we will contact you to work on any issues we face, in partnership.
Please be aware that Rochester’s Emergency Animal Hospital is no longer available 24/7, they have been turning away emergency services even during the daytime hours, and they have been directing people to drive to Buffalo or Cornell. It is critically important that you have a local emergency contact that is not traveling with you that we can work with during an emergency. Your emergency contact must be someone that is willing and capable of picking up your dog in an emergency or for any reason your dog cannot be at Camp. In the event we are not able to get ahold of you or an emergency contact, we will not be able to travel outside 5 miles from Camp to seek services unless it is under the direst of circumstances. Any situation that appears non-life threatening will have to wait until a veterinary appointment in Rochester becomes available. We highly recommend that you speak to your personal veterinarian and discuss an emergency plan with them while you are away. If we must seek emergency services, you will be responsible for all fees in addition to the cost of the veterinary care and you will be responsible for arranging payment with the provider. Costs will include staff pay at double-time rates, mileage, worker’s compensation claims and any fees or costs that are incurred while seeking treatment.
Payment Policy: We accept Cash, Check, Visa, Master Card, American Express & Discover. A charge of $25 applies to any returned checks. Payment is due at time of service. A 10% fee will be added to unpaid balances after that date of check out and an additional 10% will be added every 30 days thereafter.
Refund Policy: We offer no refunds on any service, packages, retail items, or deposit. Any package purchased, expires 12 months from purchase date.
Right to Refuse Service: We reserve the right to refuse service for any and all reasons. In particular, we cannot accept Campers that we suspect or are known to have contagious illnesses for the safety of all our Campers.