Policies

Service Fee:

Any services provided by a Cloud Nine Pet Retreat staff member, which were the responsibility of the pet owner before arriving to the retreat, shall incur a $50.00 service fee in addition to any transportation fees and vet charges. These services include, but are not limited to: Transportation to a vet for vaccines, obtaining required vaccine records and/or rabies certificates, retrieval of extra food and/or medication specific to the pet's needs, etc. This policy is due to an increasing number of customers failing to provide all required records/items at the time of drop off which greatly slows the speed of check-ins and is unfair to the customers who may be waiting.

Changes to reservations:

This policy will be in effect during our summer season (one week before Memorial Day through the week following Labor Day), and one week before, through one week following all major holidays (Thanksgiving, Christmas, New Years and Easter). Any changes to a scheduled reservation that results in the reservation being shortened on either end, does require a 48 hour notice from 9 AM on the date of arrival. Failure to give the required notice will result in the customer being responsible to pay for the originally scheduled reservation in its entirety. This policy is to help accommodate those customers who are currently on our waiting list.

Holiday pick-ups & drop-offs:

Our office will be closed to the public on all major holidays (New Years Day, Easter Day, Memorial Day, 4th of July, Labor Day, Thanksgiving, & Christmas) We will permit drop off or pick-ups on all major holidays, however, drop off or pick up of your pet on a major holiday will be an additional $100.00 per pet. Scheduling a drop off or pick up on a holiday can happen if, and only if, the office staff is available and suites are available. Payment of the fee for a holiday pick up or drop off will be due along with the deposit, at the time of scheduling the reservation.

Personal Items:

Due to limited storage space, we will permit pet owners to provide only three personal items per pet in addition to any medication and food for daily feedings. The three personal items should include 1 toy, 1 bed or blanket, and 1 container of treats. Any additional items brought will be sent home with the pet owner (please note food and water bowls are provided by the retreat.) Please make sure each item brought from home is labeled with the pet's name.

Effective 1/1/17:

There will be a 3 night minimum on any and all reservations during our summer season (one week before Memorial Day through the week following Labor Day), and one week before, through one week following all major holidays (Thanksgiving, Christmas, New Years and Easter).