Cancellation & Refund Policy

Plans change — we understand that. This policy exists because boarding dates are genuinely limited: when we hold a date for your pet, we turn other families away for it.

Cancelling a booking

• 14 days or more before the start date: full refund.
• Within 14 days of the start date: 50% refund.

Refunds are returned to your original payment method and typically appear within 5–10 business days.

Shortening a stay

If your pet is collected earlier than booked, the nights already reserved are charged in full. We’d rather you tell us as soon as you know, so we can offer the dates to a family on the waitlist.

If we have to cancel

If we cannot honour a confirmed booking — illness, emergency, or anything else — you receive a full refund regardless of notice, and we’ll help you find alternative care wherever we can.

Prepaid daycare packages

Package credits are valid for 12 months from purchase and are non-refundable once used. Unused credits can be transferred to another pet in your household.

No-shows

If your pet is not dropped off and we haven’t heard from you, the booking is treated as a cancellation within the notice period.

Contact

To cancel or change a booking, email hello@stayandplaypetco.com as early as you can.