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Policies & Procedures

LOCATION: We are a HOME BASED business located about 10 minutes from Downtown Columbia. For security reasons, the address is not disclosed until services are booked. CLICK to take a virtual tour.

APP PROFILE: After downloading the app, you MUST complete your profile, which should include your Current Mailing Address, Phone Number, Email Address, Feeding Info, Immunization Info, Veterinarian info & Emergency Contact(s). Your emergency contact is someone who can pickup your pet in the event of an emergency while you are away, NOT your spouse. If applicable, you can request that your spouse’s info can be added in your app profile as a “Family Member”.

NEW CLIENT POLICY: All new clients MUST book a Daycare trial appointment prior to any Overnight Boarding. During the trial appointment, your pet's temperament will be assessed to determine how they will react to the owner, employees, an open kennel environment, other pets, etc.

RETURNING CLIENT POLICY: All returning clients that have not booked services in (6) or more months MUST book a Daycare trial appointment prior to any Overnight Boarding to assess whether your pet's temperament has changed & how they will react to new employees, other pets, etc.

COMMUNICATION POLICY: We try to respond to all inquiries within 48 hours (response time may be delayed if received over the weekend). During your pet's stay, we try to send at least one photo pupdate per day. Please keep in mind that photo pupdates are a courtesy. If your pet is having any issues or causing any concern, you will be contacted immediately. You are also welcome to check social media for additional pupdates that may be posted to stories.

PAYMENT POLICY: Requests are first come first serve. Your request may be denied based upon changes in our availability. If you receive an invoice, payment is due upon receipt of the invoice to confirm your request. If payment is not received (2) days before the start of your request, your card saved on file will be charged. If you need to cancel the appointment after the automated payment has been made, our Cancellation Policy will apply (see below).

CANCELLATION POLICY: A full refund will be issued if an Overnight Boarding request is cancelled 48 or more hours prior to the stay. If an Overnight Boarding request is cancelled less than 48 hours prior, a 50% refund will be issued for the first 2 days & a 100% refund will be issued for any remaining days. If you opt to pickup your dog prior to the end of their stay, you will not be issued a refund for any remaining days. If a Daycare request is cancelled 48 or more hours prior to the stay, a 100% refund will be issued. If a Daycare request is cancelled less than 48 hours prior to the stay, there is no refund & payment can be credited towards a future stay. A no call, no show will result in a cancellation with no refund. If at any point we need to cancel your request, you will be contacted as soon as possible & receive a full refund unless you opt to use your payment as a credit.

TIME POLICY: The time you select for dropoff/pickup MUST be adhered to. You will be charged a half day if you change your dropoff/pickup time without providing at least 30 minutes notice. The fee will apply if you request a dropoff/pickup time outside of the normal windows & IF we are able to accommodate a time change. The fee will also apply if we must contact you to determine the time change for your dropoff/pickup. You will receive a partial refund if changes are made to your dropoff/pickup time & we do not provide at least 30 minutes notice of the change to you. There is no Dropoff or Pickup on Holidays.

PROCEDURE: Per the City of Columbia Code of Ordinances, all dogs MUST be on a leash upon arrival & departure. Failure to do so may result in a $200 fine. When you arrive, BEFORE exiting your vehicle, use the app to check-in or send a message to let us know you have arrived. To keep dogs currently booked from being overstimulated, ONLY curbside dropoff/pickup is available. You MUST bring food, treats or anything else your dog will need. Toys, bowls, beds & crates are all provided for you. Food service is available at an additional cost if you opt for the facility to provide food instead of you bringing your own (Pure Balance Chicken & Brown Rice).

HEALTH POLICY: If your pet is not feeling well i.e. lethargic, vomiting, diarrhea etc. you MUST make us aware. Your pet's stay may be declined & your payment will be refunded per the cancellation policy or credited towards a future stay. As with any pet care facility, illnesses can be passed from one pet to another. In the rare event that your pet shows symptoms of illness, we will seek immediate intervention &/or treatment. However, under no circumstances will we assume responsibility for expenses related to your pet after your departure. All reasonable precautions will be taken against injury, escape, or death of your pet. It is understood that any problems that develop with your pet while you are absent will be treated by the veterinarian you have listed on file, or a local or emergency veterinary clinic should your veterinarian be unavailable. You assume full responsibility for any treatment expenses involved.

SAFETY POLICY: If your pet shows aggression at any point, is relentlessly mounting others, is stressed & barking/whining nonstop, causing pets dogs stress, &/or has to be separated repeatedly from other pets, you or your emergency contact may be asked to pickup your pet prior to the end of their stay & no refund will be issued.

LIABILITY POLICY: If your pet causes injury or bodily harm to an employee of Champ STRONG Kennels, you will be responsible for any medical expenses incurred from the injury.

ABANDONMENT POLICY: If you neglect to pickup your pet within three (3) days of the agreed upon date & do not notify us to adjust your stay & arrange further payment, it will be assumed that your pet is abandoned & we will deem what is best &/or necessary for your pet.

Revised July 2024