Business Policies

What You Need To Know

TABLE OF CONTENTS:

1. GENERAL OPERATIONS

General: The Playpen Pet Boarding & Grooming is owned and operated by James Barnett. The hours of operation are to ensure staff has adequate time to provide a safe and clean environment for all dogs in our care.

Business Hours: The Playpen is open Monday thru Friday 7:00am-6:00pm and Saturday/Sunday/Stat Holidays 9am-6pm. THE PLAYPEN is closed everyday from 1-2pm, allowing our staff a break from their very physically demanding jobs while also allowing dogs a cool down rest period from outdoor play. Late pick ups are available until 7pm on an individual basis and must be pre-arranged. The Playpen provides all services 365 days a year.

Holiday Hours: THE PLAYPEN is open all major holidays.

Facilities: The big dog kennel areas have concrete floors but are equipped with year round HVAC maintaining the inside temperature between 68-72 degrees. The small dog kennels have thick rubber floors and the room is temperature controlled with both heat and air conditioning. EVERY dog is provided with a top of line dog cot (Kuranda bed) which is slightly raised off the floor ensuring your dog’s physical and temperature comfort. All cat condos are also supplied with Kuranda wall cots.

Evacuation Protocol: In case of emergency, THE PLAYPEN is equipped with a fire alarm system. Should an evacuation be necessary, all owners will be notified to pick up their pets as soon as reasonably possible. For pets that are not able to be picked up, THE PLAYPEN will provide reasonable services depending on the situation. THE PLAYPEN is not responsible for injury or death that occurs as a result of natural weather occurrences for pets that remain in our care.

Emergency Services: THE PLAYPEN does not provide veterinarian services. In case of an emergency, pets will be brought to the veterinarian listed on their profile (if located in Cranbrook) during business hours by a THE PLAYPEN employee. If the veterinarian on file is not located in Cranbrook, your pet will be taken to Steeples Vet Clinic. All charges incurred are the responsibility of the pet owner. THE PLAYPEN is not responsible for injuries that occur as a result of daycare play.

2. INTAKE PROCEDURES

All dogs accepted into our care must completed a trial visit to ensure they are a proper fit for the daycare setting.

All dogs must provide proper documentation of vaccinations. These vaccinations are Rabies, Distemper/Parvo and Bordetella vaccines. The Rabies vaccine is required on all dogs by law and dogs will not be admitted if their Rabies vaccine is expired even by just one day. We reserve the right to deny admission to any dog if their vaccines are not current. Please be aware that the Bordetella vaccine takes several days to be effective, so we recommend that dogs receive their vaccines at least 7 days before their stay. It is your responsibility to bring your dog’s vaccination records from a licensed veterinarian at enrollment and each time your dog’s vaccines are renewed.

All dogs attending and participating in group play should be in overall good health and must be fit to play in an active environment. Dogs that have hearing conditions can be successful in group play, but dogs with vision impairments are generally not comfortable in a group of dogs. If your dog has hip or joint conditions, or other physical conditions, please discuss them with your veterinarian before your dog participates in group play. Please let us know if your dog has any health issues. We can care for many dogs with special health needs, such as special feeding, more frequent bathroom breaks, or mobility issues.

Check-in/Check-Out: For all boarding clients, please allow at least 15 minutes to go over feeding/medication instructions, behavioural or medical issues. Dogs will only be released to the owner or to persons identified prior to pick up by the owner.

Leash: For the safety of our staff, customers, and clients, all dogs are required to enter and exit the facility on-leash. Remember, your dog may be friendly, but we may have other dogs in the lobby that have not been assessed yet.

3. FOOD AND MEDICATION ADMINISTRATION

Feeding times for dogs in boarding will be 7:00-8:00am, and 4:00-5pm. We request that you bring your dog’s own food when boarding. Continuing their own food helps avoid digestion issues that can result from switching food. Please be sure all food is brought it in a sealable container or plastic container with lid. We recommend bringing extra food just in case your travel plans change. You may also want to consider increasing the amount of food that your dog typically eats due to the increased activity level. If your dog runs out of food, we will feed them our house food unless other arrangements are made. Please advise us if your dog has any food allergies and whether we can add enticements to their food if they are not eating.

Medication is only administered with proper instructions. THE PLAYPEN does not supply medication or keep a supply of medication outside of basic first aid supply. Medication must be brought in the original packaging with the prescribed instructions included.

4. CLEANING PROCEDURES

OUTSIDE CLEANING AND MAINTENANCE

Outside play yards and walking areas are constantly monitored during use for feces. All feces is immediately picked up and disposed of.
The ice melt products we use in the winter are approved for pet safety

INSIDE CLEANING AND MAINTENANCE

Kennels are cleaned on an as needed basis during the day, with an overall cleaning occurring once a day to ensure health and well-being of the pets
Our cleaning products are vet grade sanitizers approved for pet safety

GENERAL CLEANING

General cleaning occurs constantly. Every employee is responsible for ensuring a clean, safe and healthy environment for the pets in our care.

5. GROUP PLAY TIME AND GROUP DIVISIONS

Majority of the day is spent in play groups. Groups are divided mostly based on age, size, and energy levels. Additional consideration is given for temperament, individual requests and special circumstances

THE PLAYPEN reserves the right to individualize your dog should the need arise, based on temperament, behaviour or state of alter (spayed/neutered).

THE PLAYPEN has almost 10 defined outdoor play areas to ensure the safety, comfort and security of all pets in our care. These include a half acre wooded forest, a half acre grassed play park with play equipment and a 900 sq foot building for covered/partially heated play during inclement weather.

6. PAYMENT OF FEES

All service fees are required to be rendered at the time of pickup. Dogs will not be released until payment is received, unless arranged ahead of pick up.

7. RESERVATION AND CANCELLATION POLICY

To maintain the safety of the pets in our care, reservations for all services are encouraged. Walk-ins are accepted for daycare service. Drop-in boardings are accepted if an opening is available. Grooming drop-ins are not accepted.

When you make a reservation, you will receive a confirmation via email. If you do not have a reservation with an email confirmation, we may not be able to admit your dog if we do not have availability

Daycare – we do not require a reservation for daycare, however, we do have the right to turn away any dog that we cannot accommodate

Boarding – a reservation is highly recommended, especially during our high seasons (March break, July, August, Christmas vacation). We will be at 100% capacity during these periods so it is best to book as early as possible. For stays of 10 days or more THE PLAYPEN may require a deposit to guarantee your reservation. 72 hour notice is required for the cancelation of long term boarding services. If notice is not received, the deposit is forfeited.

Grooming – an appointment is required for all grooming/teeth cleaning procedures except for nail trims. Drop-in nail trims are available 7 days/week from 10-1pm and 2-4pm. Grooming appointments are usually booked up 2-4 weeks in advance (depending on the time of year). If you wish to cancel a grooming appointment, you must call or email us at least 24 hours in advance. Last minute cancelations or no shows will be assessed a $20 fee which will be due and payable before another appointment can be made.

8. ANIMAL BITES/INJURIES

While we pledge to provide a safe, healthy environment for our employees and pets, we do acknowledge that bites and injuries can occur. We will provide basic first aid as needed. If further care is required, we will follow the policy for emergency services listed in the Policies and Procedures manual. THE PLAYPEN is not responsible for any injury as a result of dog play.

Risks: While we strive to achieve a safe environment for all dogs, we cannot prevent accidents, injuries, illnesses or changes in behavior. When you bring your dog to THE PLAYPEN, you accept these risks and you release THE PLAYPEN and its staff from all liability arising from the occurrence of such events.

While we do our best to supervise all activity, The Playpen cannot prevent injuries and accidents 100%. While accidents and injuries can occur at any time, there is a greater risk of an accident or injury if a dog participates in group play. Our group play is well staffed and our supervisors are trained, but they are working with live animals that can be unpredictable. Dogs can sometimes receive puncture wounds or cuts, scratches, broken nails, sore paw pads, sprains or other injuries in group play. You need to be sure that you are comfortable with this prior to choosing group play for your dog. Also, it is important to check over your dog after they have participated in group play, boarding or grooming. While our staff checks over all dogs at least daily, punctures and cuts can sometimes be missed and can sometimes happen without our staff’s awareness. Even a small cut or puncture can become infected or cause more serious issues if not cleaned and properly cared for. It is your responsibility to closely check your dog for any injuries and to ensure that they receive the proper care.

9. EMPLOYMENT

THE PLAYPEN is an equal opportunity employer and does not discriminate based on age, race, religion or sex.
The Playpen received an award for being an inclusive employer in the Cranbrook community. We believe working with animals can be therapeutic for both the caregivers and the animals in their care.