Policies and Procedures
INTAKE PROCEDURES
Puppy Lodge Puppy Lodge has strict intake procedures to ensure the safety of all dogs in our daycare and boarding. Dogs must pass an assessment test and have updated Rabies, Distemper/Parvo, and Bordetella vaccinations. We reserve the right to deny admission to dogs with outdated vaccines. Bordetella vaccine should be given at least 7 days before their stay. Owners must provide vaccination records from a licensed veterinarian. Non-veterinarian administered vaccines are not accepted. Your cooperation with these procedures is appreciated for the well-being of all our furry guests.
PRIVACY CLAUSE
The Puppy Lodge values the privacy of our customers and their pets. We guarantee that all personal information provided to us will be kept confidential and used solely for the purpose of providing quality services to our customers and their furry friends. We will never sell or share personal information with third parties without explicit consent. We take all necessary measures to protect and safeguard personal data in accordance with the highest industry standards.
CHECK-IN/CHECK-OUT
We want to ensure the safety and well-being of all dogs at Puppy Lodge. Therefore, we require proper identification when checking-in and checking-out your furry friend. Please bring a valid ID with you to the lodge. In addition, we will only release your dog to you or to individuals who have been previously approved by you through written and signed documentation. This is to guarantee that your dog is in good hands at all times. Thank you for your cooperation.
GENERAL HEALTH
Puppy Lodge values the health and well-being of all pets that stay with us. For this reason, we require that all pets be in good general health and free from any contagious illnesses. While we are not licensed to provide veterinary care, we do have emergency protocols in place.
PRE EXISTING CONDITIONS
At Puppy Lodge Boarding and Day Spa, we understand the importance of providing a safe and comfortable environment for all pets in our care. As such, we ask that you disclose any pre-existing conditions your pet may have before bringing them to our facility. This includes but is not limited to stitches, seizures, surgeries, diabetes, allergies, cancers, heart conditions, tumors, arthritis, ear infections, respiratory tract infection, kidney disease, diarrhea, skin lumps, and any other medical conditions that may require special care.
Providing us with detailed information about your pet's medical history will help us ensure that they receive the best possible care during their stay with us. However, for pets with serious medical needs, we recommend boarding them at a veterinary clinic where they can receive round-the-clock care. The health and well-being of your pet is our top priority, and we want to make sure they are in good hands while you are away.
EXIT BATHS
Puppy Lodge offers exit baths to ensure your pet goes home clean and fresh after all the fun they've had during their stay. As a bonus, we offer a 10% discount for all dogs receiving an exit bath. This bath includes services such as a nail trim, anal gland expression, ear cleaning, and a full sudsy wash to leave your pup feeling pampered and happy.
EMERGENCY SERVICES
If your pet requires emergency medical attention while staying at Puppy Lodge, we will attempt to contact you or your emergency contact backup. During business hours, our employees will transport your pet to our local designated veterinarian, Gluckstadt Animal Hospital located at 1070 Gluckstadt Rd, Madison, MS 39110. After hours, your pet will be transported to URGIVET Emergency Vets of Madison located at 15 Olympic Way, Madison, MS 39110.
EVACUATION PROTOCOL
At Puppy Lodge, the safety and well-being of our canine guests is our top priority. We have implemented strict protocols to ensure that all pets are protected in case of an emergency. Our facility is equipped with 24-hour security cameras, fire extinguishers, and smoke detectors to quickly respond to any potential threats. If an evacuation is necessary, all pet owners will be notified immediately to pick up their pets as soon as possible. However, if a pet is unable to be picked up, we will provide reasonable services depending on the situation.
RATES AND PAYMENTS
Puppy Lodge offers a variety of services for your furry friend, including overnight lodging and daily activities. Our rates are based on a per-night basis for lodging and a per-day basis for activities. Please note that payment is required in full at the time of pick up. We accept cash, check, and major credit cards as forms of payment (with a 2.5% service fee).
PAYMENT OF FEES
Daycare fees are required to be rendered at the time of pickup. Dogs will not be released until payment is received.
Grooming fees are required to be paid upon completion of services rendered
Training class payments must be made in advance to ensure commitment and enhance the experience for all participants. This policy aims to create an organized and efficient process for our clients and their pets.
PET ABANDONMENT
Owner agrees that if \Pet name\ is not picked-up by the last day of the reservation additional charges and fees will apply. Owner agrees that if Owner fails to pick-up \Pet name\ for a period of 72 hrs, Puppy Lodge may deem, \Pet name\, abandoned and rehome \Pet name\ as in the best interest of the pet and in compliance with applicable local ordinances.
RELEASE OF PHOTOS/VIDEO/WEBCAMS
When you sign up for our services at Puppy Lodge, you are also giving us consent to use any photos, videos, or webcam footage of you, your dog, and our staff for marketing purposes. This may include using these materials on our website, social media, lobby displays, or other marketing materials. Please note that all of these materials will become the property of Puppy Lodge. If you have any concerns about this, please let us know.
FLEAS
In order to ensure the health and well-being of all dogs attending our puppy lodge, we require that they be free of fleas and ticks and on a monthly flea treatment. If your dog is found to have fleas and/or ticks, we will contact you and recommend a bath and a capstar flea pill at an additional cost of $35. This is to prevent the spread of fleas and ticks to other dogs and to maintain a clean and safe environment for all of our furry guests. Thank you for your understanding and cooperation in keeping our puppy lodge a flea-free zone.
LEASH
At Puppy Lodge, we prioritize the safety of all individuals in our facility. In order to maintain a safe environment for our staff, customers, clients, volunteers, and visitors, we kindly ask that all dogs are kept on-leash when entering and exiting the premises. While your dog may be friendly, we may have other dogs present who have not yet been assessed, and we want to ensure the safety of all animals in our care.
COLLARS
Some collars can cause injury or harm during play time. If necessary, we will remove your dog’s collar during open play. However, we will provide Break away collars with your puppy's name on them for identification purposes and safety. These collars are designed to break away if they get caught on something, preventing any harm to your puppy. Your puppy's safety is our top priority.
DOG SAFETY
For the safety of all our guests, all dogs must be up-to-date on vaccinations and flea/tick treatments. Any dogs showing signs of aggression or illness will not be permitted. Owners are responsible for any damage caused by their dog.
BEHAVIOR ISSUES
Puppy Lodge is dedicated to providing a safe and enjoyable environment for your dog. However, we understand that some dogs may experience behavioral issues while socializing with other dogs. Our staff is trained to monitor and handle these situations, but we cannot guarantee that your dog will not have any behavioral issues. It is important to remember that if you are not comfortable with the potential risks of group play, you can always choose an individual care plan for your dog.
FOOD ADMINISTRATION
At Puppy Lodge, we understand the importance of a well-fed and healthy pup. That's why we offer the option for dog owners to bring their own food for their furry friend while they attend daycare or board with us. However, if arrangements are not made beforehand, our staff will provide a dry "house" food for your dog to eat. Rest assured, the quality of our food is just as important to us as it is to you.
We ask that all food is brought in a sealable or plastic container with your dog's name clearly labeled. This ensures that their food stays fresh and does not get mixed up with other dogs. We also recommend bringing extra food, as your pup's activity level may increase while they stay with us.
MEDICATION ADMINISTRATION
The Puppy Lodge is dedicated to providing a safe and comfortable environment for your furry companion. As part of our commitment to their well-being, we have strict policies when it comes to administering medication.
Our staff will only administer medication with proper documentation and instructions provided by the owner. We do not keep a supply of medication on site, so it is important for owners to bring their pet's medication in its original packaging with the prescribed instructions. This ensures that your pet receives the correct dosage and reduces the risk of any potential complications. We take medication administration seriously and appreciate your cooperation in helping us keep your pet healthy and happy during their stay at Puppy Lodge.
RESERVATIONS
Please note that all reservations at Puppy Lodge must be secured by a valid credit card. This includes extended stays of 14 nights or more, in which case the credit card on file will be charged for the remaining balance every 14 days. If your pet's stay unexpectedly becomes an extended stay, you will be asked to provide a valid credit card for regular payments.
We apologize for any inconvenience this may cause, but this policy helps us to ensure the best care for your furry friend during their stay with us. Thank you for your understanding and cooperation.
CHANGES TO RESERVATIONS
Puppy Lodge understands that plans can change and you may need to make adjustments to your pet's stay. Therefore, we are happy to accommodate additional days as long as space is available. However, if you need to pick up your pet earlier than originally planned, we kindly request a 48 hour notice so that we can make arrangements for any guests on our waiting list.
ITEMS NOT TO BRING
At Puppy Lodge, we strive to provide a safe and comfortable environment for your furry friends. In order to ensure the safety and well-being of all animals in our care, we have a few items that we ask you not to bring:
- Bowls: We have plenty of bowls available for your pet's food and water. Bringing your own bowl is not necessary and may take up unnecessary space in your luggage.
- Breakable Items: To prevent any accidents or injuries, we kindly ask that you do not bring any glass or breakable items to Puppy Lodge. We want to make sure your pet's stay with us is as safe as possible.
- Rawhide Chews: While your pet may love rawhide chews, we do not allow them at Puppy Lodge due to the potential choking hazard they pose. Your pet's safety is our top priority and we appreciate your understanding in this matter.
BEDDING
Puppy Lodge takes great care in creating a clean and comfortable environment for all of our furry guests. We provide soft and cozy blankets for each animal that stays with us, ensuring that they have a warm and comfortable place to rest. Therefore, there is no need for pet parents to bring their own bedding as we take care of it for them. This not only saves time and effort for our clients, but it also maintains a high level of hygiene in our facility, keeping our guests safe and healthy during their stay. You can trust Puppy Lodge to provide a welcoming and clean space for your furry companion.
BRUISES AND SCRAPES
At Puppy Lodge, we understand that dogs can sometimes receive puncture wounds or cuts, scratches, broken nails, sore paw pads, sprains, or other injuries in group play. That's why we have trained staff who are always monitoring the dogs and addressing any injuries that may occur. We also have policies in place to ensure the safety of our furry guests, such as separating dogs by size and temperament. However, as with any physical activity, there is always a risk of bruises and scrapes. We recommend that you discuss any concerns with our staff before choosing daycare for your dog.
OUTSTANDING DEBTS
The Puppy Lodge requires all guests to provide a valid credit card upon check-in. In the event of a returned check, a $35 handling fee will be charged to your credit card. If your account balance remains unpaid, it may be sent to a third party for collection. By providing your phone number, you give consent to receive automated or manual phone calls for the purpose of collecting outstanding balances. Please note that in addition to the outstanding balance, you may be responsible for any court costs, reasonable attorney's fees, or other fees associated with the collection process.
DEPOSITS POLICY
Dog boarding requires a deposit fee equal to one night's stay in the chosen suite. This fee is non-refundable if the reservation is cancelled within 72 hours of the scheduled check-in date.
However, if you need to cancel your reservation, we offer a full refund if we receive notice at least 72 hours before your scheduled stay. Please note that during major holidays, peak or seasonal rates may apply. However, any cancellations made after the cut-off mark will result in a forfeiture of the deposit. We appreciate your understanding and cooperation with our policy.
Deposits are required for all boarding reservations that fall on major holidays/holiday weekends. Deposit amount will be 50% of the booked reservation and is non-refundable. The following holidays are included in this policy:
- New Year's Day
- Easter
- President's Day
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving Day
- Christmas Day
LATE PICKUPS
An additional fee will be charged. This is due to the extra supervision and care that will be needed for the puppy during this time. We highly encourage clients to arrange for pick-up during our business hours to avoid these extra fees.
EXPRESS GROOMING
If you're in a rush and need your pet groomed quickly, our Puppy Lodge Express Grooming service is the perfect solution! For an additional fee of $25, we will expedite the grooming process so your pet will be back in no time, looking clean and fabulous. Our experienced groomers will ensure your pet receives top-notch grooming with efficiency and care. Don't worry about rushing to pick them up, as they'll be ready to go in a jiffy!
PET DAMAGES FACILITY OR PROPERTY
In the event that your puppy causes any damage to the facilities or property of Puppy Lodge, you, as the owner, are responsible for covering all damages. This includes any equipment, items, or the building and its contents that are destroyed by your pet. Puppy Lodge reserves the right to seek reimbursement for any reasonable attorney fees incurred if they must file a claim to enforce this agreement
ILLNESS UPON ENTRY
We will not accept a pet for boarding that is obviously ill or suffering in pain. Other problems that will not allow pet into the facility boarding:
Coughing
Severe lameness
Bleeding
Vomiting/diarrhea
Advanced sign of age
Evidence of a large mass/tumor or other conditions of illness
If you have no ability to take your pet to your veterinarian prior to boarding, we do have a concierge fee for transporting your pet to a full- service veterinary facility at your expense. Also, we can professionally evaluate your pet clinically and make recommendations for further diagnostics and/or therapy. Owner agrees to pay all fees associated with this level of care.
DAYCARE ILLNESSES
Please do not bring your dog to daycare if he or she is showing signs of illness. Symptoms such as vomiting, diarrhea, rashes, coughing, or discharge from the eyes or nose may indicate an illness that could be contagious to other dogs. If your dog shows signs of illness while at daycare, we will remove him or her from the pack to a quiet area, and then alert you or your emergency contact.
NO SHOWS
A no show is defined as a guest who does not show up on their scheduled arrival date and does not call and cancel their reservation. All no shows will be charged one night’s board to the credit card on file according to the cancellation policy. Your room will be released and your reservation cancelled at the close of business on your scheduled arrival date.
Clients who repeatedly cancel reservations without appropriate notice or no show may be required to provide a non-refundable deposit equal to 50% of their scheduled reservation.