Refund policy

Cancellations & Refunds Policy

At Poochtopia, we understand that plans can change. To ensure fairness for all customers and to manage our limited daily capacity, the following cancellation and refund policy applies:

🗓️ Customer Cancellations

  • Before 12:00pm (midday) the day prior to your booking
    → Full refund provided
  • After 12:00pm (midday) the day prior to your booking
    → 50% refund provided
  • On the day of the booking (same-day cancellation or no-show)
    → No refund

🌧️ Cancellations by Poochtopia

In the unlikely event that Poochtopia needs to cancel a daycare session due to:

  • Severe weather conditions
  • Staff illness or operational issues

Customers will be offered the choice of:

  • A full refund, or
  • A credit to use for a future booking

💳 Refunds and Store Credit

We understand that plans can change from time to time.

If a booking needs to be cancelled by either you or us, you can choose between:

  • 100% Store Credit for the full amount paid, which can be used towards any future booking; or
  • A refund to your original payment method, less the Shopify processing fee charged at the time of booking.

Shopify processing fee is 1.75% of the transaction amount plus $0.30 per transaction. As these fees are retained by the payment provider and are not refunded to us when a refund is processed, they will be deducted from any refund issued.

Choosing store credit allows you to retain the full value of your booking, with no fees deducted.

🐾 Early Collection

The safety and wellbeing of all dogs in our care is our top priority. If we determine that your dog needs to be collected before the end of their booked stay due to behavioural concerns, illness, or any other welfare or safety-related reason, we will contact you as soon as possible.

If you are required to collect your dog before the end of their booked stay, the booking will be considered fulfilled and no refund, partial refund, store credit, or rescheduled day will be provided.

📩 Questions

If you have any questions regarding your booking or this policy, please contact us!