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Policies & Procedures
Policies & Procedures
By submitting a request, you agree to review & adhere to the Policies & Procedures outlined below, which will be enforced upon confirmation of your booking.
By submitting a request, you agree to review & adhere to the Policies & Procedures outlined below, which will be enforced upon confirmation of your booking.
LOCATION: We are a HOME BASED kennel located approximately 10 minutes from Downtown Columbia. For security reasons, the address is provided once services are booked (map is within a 3 mile radius).
APP PROFILE: After downloading the app, you MUST complete your profile, including your current mailing address, phone number, email address, feeding instructions, immunization records, veterinarian information, & emergency contact(s). Your emergency contact should be someone who can pick up your pet in case of an emergency, & should NOT be your spouse. If needed, you may add your spouse’s details as a 'Family Member' in your profile.
NEW CLIENT POLICY: All new clients are required to book a Daycare appointment as a trial before scheduling Boarding. During the Daycare appointment, your pet’s temperament will be assessed to ensure they are comfortable with the owner, staff, kennel environment, & other pets. The trial appointment must be a minimum of 8 hours but can last up to 12 hours. This allows sufficient time for proper evaluation & ensures a smooth transition into our boarding environment.
RETURNING CLIENT POLICY: All returning clients that have not booked services in (6) or more months MUST book a Daycare appointment as a trial prior to future Boarding. This trial will assess if your pet's temperament has changed & how they interact with new staff & other pets.
PAYMENT POLICY: All requests are processed on a first-come, first-served basis & are subject to availability. If you receive an invoice, payment is due upon receipt to confirm your booking. If payment is not received (2) days before the start of your appointment, your saved card on file will be charged. Should you need to cancel after the automated payment has been processed, our Cancellation Policy will apply (see below). We accept electronic payments via Visa, Mastercard, Discover, American Express, & other major card services. Per request, we can accept cash or make partial electronic payments to an invoice balance with a saved card on file. We also accept payment via CashApp, PayPal, Google Pay & Venmo.
CANCELLATION POLICY:
BOARDING:
A full refund will be issued if the request is canceled 48 or more hours before the stay.
Cancellations made less than 48 hours prior will receive a 50% refund for the first (2) days & a 100% refund for any remaining days.
If you choose to pick up your pet early, no refund will be provided for the remaining days, but payment can be credited toward a future stay.
DAYCARE:
A 100% refund will be issued for cancellations made 48 or more hours before the stay.
Cancellations made less than 48 hours before the stay are non-refundable, but payment can be credited toward a future stay.
NO CALL, NO SHOW: Results in a cancellation with no refund.
OUR CANCELLATION: If we need to cancel your request, you will be contacted as soon as possible and will receive a full refund unless you choose to use your payment as a credit.
COMMUNICATION POLICY: We aim to respond to all inquiries within 48 hours, though response times may be longer for inquiries received over the weekend. During your pet’s stay, we provide at least one photo pupdate per day as a courtesy. Please note that if your pet experiences any issues or concerns, you will be contacted immediately. For additional pupdates, feel free to check our social media stories, where more photos may be posted.
TIME POLICY: The drop-off & pick-up times you select must be adhered to. A half-day fee will be charged if you change your drop-off or pick-up time without providing at least 30 minutes’ notice. This fee also applies if you request a time outside of our normal windows & we are able to accommodate the change, or if we need to contact you to confirm a time change. If we make changes to your drop-off or pick-up time without providing at least 30 minutes' notice, you will receive a partial refund. Please note that there is no drop-off or pick-up on holidays.
PROCEDURE: In accordance with the City of Columbia Code of Ordinances, all dogs must be on a leash upon arrival & departure. Failure to comply may result in a $200 fine. Upon arrival, please use the app to check in or send a message to notify us before exiting your vehicle. To prevent overstimulation of dogs currently in care, only curbside drop-off & pick-up are available. Please bring your dog’s food, treats, & any other necessities. Toys, bowls, & beds are provided. Food service is available at an additional cost if you prefer the facility to provide Pure Balance Chicken & Brown Rice instead of bringing your own food.
HEALTH POLICY: If your pet is unwell (e.g., lethargic, vomiting, diarrhea), you must inform us immediately. In such cases, your pet’s stay may be declined, & payment will be refunded according to our Cancellation Policy or credited toward a future stay. As with any pet care facility, illnesses can potentially spread between pets. Should your pet exhibit symptoms of illness, we will seek immediate intervention &/or treatment. However, we are not responsible for any expenses related to your pet’s health after your departure. We will take all reasonable precautions to prevent injury, escape, or death of your pet. Any health issues that arise while you are away will be addressed by the veterinarian you have listed on file, or a local or emergency veterinary clinic if your veterinarian is unavailable. You assume full responsibility for any treatment expenses incurred.
SAFETY POLICY: If your pet displays aggressive behavior, mounts other pets relentlessly, shows continuous stress (e.g., nonstop barking or whining), causes distress to other pets, or requires frequent separation from other animals, you or your emergency contact may be asked to pick up your pet before the end of their stay. No refund will be issued in such cases.
LIABILITY POLICY: If your pet causes injury or bodily harm to any employee of Champ STRONG Kennels, you will be responsible for any medical expenses incurred as a result of the injury.
ABANDONMENT POLICY: If you do not pick up your pet within three (3) days of the agreed-upon date & fail to notify us to adjust the stay or arrange further payment, your pet will be considered abandoned. We will then make decisions regarding the best &/or necessary actions for your pet.
Revised April 2025
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