We maintain active supervision at all times and follow rigorous safety protocols. If your dog is injured, we'll contact you immediately. Minor incidents are documented in your Collar app. In emergencies, we'll take your dog to the nearest emergency vet clinic at your cost. Your pet insurance should cover most medical expenses. You assume responsibility for all injuries and veterinary costs this is outlined in our Terms & Conditions.

Pet insurance protects both you and your dog. It covers unexpected medical emergencies and ensures your dog receives immediate care if needed. Dog-to-dog play carries inherent risks, and we need to know you're covered for potential vet bills. Lapsed insurance means automatic suspension from daycare we check annually at renewal.

Every dog undergoes a temperament assessment before enrollment. We're honest about whether group play is suitable not all dogs thrive in a daycare environment, and that's okay. If your dog exhibits reactivity, aggression, or stress during daycare, we'll discuss it with you. If the fit isn't right, we may recommend an alternative (e.g., one-to-one walking or grooming services). We terminate membership if behavioral issues pose a risk to other dogs.

You can request to suspend for up to one month per year (e.g., if you're on holiday or your dog is recovering from surgery). Give us one calendar month's notice via Collar. Important: You still pay full fees during suspension it's not a refund mechanism. When you return, we cannot guarantee your original slot (especially if it's a high-demand day like Wednesday). You'll be offered the next available slot and placed on a waitlist for your preferred day if needed.

Your membership fee reserves a dedicated space in our facility. We limit enrollment to 30 dogs per day to ensure quality care and safety. When you pay your monthly fee, you're securing that reserved slot whether your dog attends every session or not. This model allows us to maintain our team, facility, and safety protocols year-round. Refunds are not available for cancellations, suspensions, missed sessions, or mid-month terminations. This is clearly stated in our Terms & Conditions at enrollment.

All incidents are documented in Collar with date, time, and details. We track patterns three incidents in 12 months can result in termination. Minor scuffles during play are normal, but unprovoked attacks, biting, or ongoing reactivity are taken seriously. We communicate transparently with you and may recommend behavioral support or time out. In severe cases (attacks on defenseless dogs), we may terminate immediately without notice. We prioritize the safety of all dogs in our care.