FREQUENTLY ASKED QUESTIONS

Safety

Is Happy Puppy insured?
  • YES, Happy Puppy is proudly insured by PROfur, a specialized insurance program designed for Canadian pet care professionals, administered by Acera Insurance.

Are Happy Puppy staff certified in pet First Aid?
  • YES, all Happy Puppy staff are trained in Pet First Aid and CPR with ProTrainings.

How do you ensure dogs travel safely in your car?
  • All dogs must be equipped with a properly fitted harness with a back clip to be safely clipped in while travelling in the car 
  • Space permitting, we can accommodate dogs that:
    • Require space from other dogs (we have partitions between seats and a crate for medium-sized dogs)
    • Require a crate to help with motion sickness 
  • We must maintain a calm state in the car, and we believe we do a great job at this (most pups are snoozing to and from the trail) 
  • We ensure our vehicle is routinely maintained and equipped with high-quality snow and ice tires during the winter months

Monthly Passes

Are statutory holidays included in monthly passes?
  • NO, there are no recurring services booked on BC statutory holidays, and this is reflected in monthly pass pricing.
  • Select drop-in services may be available by request and may be subject to modified holiday rates
  • Make-Up Services
    • When available, make-up services may be offered to recurring clients whose scheduled services fall on a BC statutory holiday.
    • Make-up services are offered in advance of the applicable monthly pass sale.
    • Pass pricing will reflect whether the Client chooses to include or forgo the make-up service.

How does billing work for monthly passes?
  • New clients: 
    • Payment is required at the time of purchase to secure a recurring spot.
  • Existing passholders:
    • To maintain a guaranteed recurring spot, existing pass holders are automatically billed on the first Monday of each month (or the next business day) for the subsequent month’s pass,
    • with payment due by the Thursday of the following week
    • For example, April passes are billed on the first Monday of March and due on the second Thursday of March.

Can you hold my dog's recurring service spot while they're away?
  • YES, we can hold your spot so you don’t lose your place in our schedule
  • Spots may be held for up to 4 weeks total per calendar year, regardless of reason
  • Holds must be scheduled in minimum one-week blocks (i.e., this would not apply if you have a pass for 2 hikes per week and are away for 1 of the 2 hikes).

Retaining fee: 

  • If you provide 28 days' notice from when your pup will be missing services, you will be paying a retaining fee worth 40% of the services your pup will miss.
    • This 40% is kept as a retaining fee (i.e., in case we are unable to temporarily fill this spot while your pup is away) 

How it works: 

  • Pay for your monthly pass as usual 
  • Notify us when your pup will be missing a week or more of services 
  • Based on the amount of notice provided, we will calculate the value of services you will be missing and apply a credit to your account
  • This credit will be worth 60% of the value of missed services and will be applied to future purchases. 

  • A hold credit is issued and pro-rated based on the notice provided

  • A portion of the missed hike value is applied to future services, while the remaining portion is retained as a holding fee to reserve your spot

  • Spots may be held for up to 4 weeks total per calendar year, regardless of reason

  •  

How Hold Credits Work

Credits are issued based on the amount of notice provided:

  • 28+ days’ notice: 60% pro-rated credit

  • 21 days’ notice: 50% pro-rated credit

  • 14 days’ notice: 30% pro-rated credit

  • 7 days’ notice: 15% pro-rated credit

Example

If you’re away for two weeks and provide 21 days’ notice, you’ll receive a 50% pro-rated credit for the missed hikes. This credit can be applied toward future hikes or other services, while the remaining portion is retained as a holding fee to keep your recurring spot reserved.

Our goal is to balance flexibility for our members while maintaining a consistent, reliable schedule and stability within our packs

What is the cancellation policy for monthly passes?

General Policy

  • Monthly passes are non-refundable and non-transferable, unless approved by the Service Provider.

Cancellations

  • Members receive 1 cancellation credit for every 3 monthly passes purchased

  • Cancellation credits are pro-rated to the value of the missed hike and applied to a future service

  • For example, if you have held a pass for 3 months for 1 hike per week (with a $46 per-hike value), you are eligible to make a last-minute cancellation and will receive a $46 credit on your next purchase (i.e., next monthly pass purchase).

Can I switch days or times for recurring services?

YES, 

Can I have a combine passes between services (i.e., on-leash walks and off-leash hikes)?

YES,

Drop ins & Bookings

How can current clients make booking requests?
  • Please contact Alex via cell or email for booking requests.

Can monthly pass holders book additional drop-in services?
  • YES, passholders are welcome to book additional drop-in services.
  • Passholders receive a 10% discount on drop-in rates for the service their pass is for, and a 5% discount on all other drop-in services.
    • For example, if you have a pass for hikes, you will receive a 10% discount on drop-in hikes and a 5% discount on all other drop-in services (on-leash pack walks, private sessions & walks, and training). 

How far in advance can I book a drop-in service?
  • Drop-ins can be booked up to 2 weeks in advance. Requests made earlier are welcome but may not be confirmed until 2 weeks before the service date.

Can I book a drop-in service last minute?
  • YES, you can book a drop-in service last-minute, bearing in mind that drop-in rates reflect bookings made by 5:00 pm Thursday for the following week. 
  • Requests received after this time are accepted but may be subject to a $2 after-hours booking fee to accommodate schedule changes.
  • Please also bear in mind our business hours when making last-minute requests:
    • Monday – Friday:
      9:00 AM – 6:00 PM
    • Saturday – Sunday & BC Statutory Holidays:
      Closed
    • We will always get back to you ASAP regarding a last-minute request during these hours. 

Can I request to book a drop-in service outside of regular business hours?
  • Weekend, Holiday, and after-hours drop-in services may be available by request and may be subject to modified policies and rates.

  • We will respond within two business days to schedule your meet-and-greet (5- 20 min) with you and your pup, along with a free 20-40 min assessment walk.

  • This allows us to review your needs and your pup's behaviour, and determine which services would be the best fit. 

Pass Pricing

AUGUST PASSES (4 weeks):

1 Day/Week

$184 / month
$46 per-hike value

2 Days/Week

$360 / month
$45 per-hike value

3 Days/Week

$528 / month
$44 per-hike value

4 Days/Week

$688 / month
$43 per-hike value

August Pass (Aug 4-28)

+$40 per walk for additional dogs (same household). 

Billing
  • New clients: 
    • Payment is required at the time of purchase to secure a recurring spot.
  • Existing passholders:
    • To maintain a guaranteed recurring spot, existing pass holders are automatically billed on the first Monday of each month (or the next business day) for the subsequent month’s pass,
    • with payment due by the Thursday of the following week
    • For example, April passes are billed on the first Monday of March and due on the second Thursday of March.

* Pass Member Perks

  • Priority access to monthly passes to guarantee recurring spots each month

  • 10% off additional drop-in hikes

  • 10% off house sitting services

  • 5% off drop-in rates for all other services 

  • $100 referral bonus when a referred client books their first 4 walks

Cancellations & Extended Absences

Our goal is to provide flexibility for our monthly passholders while maintaining a consistent schedule and stability within our packs.

General Policy

Monthly passes are non-refundable and non-transferable, unless approved by the Service Provider. However, we know life happens! So, we offer two ways to earn credits if your pup has to miss their scheduled hikes:

1. Single-Session Cancellation Credits (Cancel Anytime - 100% Value Back) 

  • Best for: Individual missed hikes.
  • Eligibility: You earn one (1) Single-Session Cancellation Credit for every three (3) monthly passes you purchase.
  • How they work: Once earned, you can cancel an individual scheduled hike at any time, and a full credit equal to the value of that missed hike will be applied to your account.
  • Banking Your Credits: You can save these credits up and use multiple credits at once! For example, if you purchase 9 monthly passes over time and never cancel a hike, you will have accumulated 3 Single-Session Credits to use whenever you need them. 
  • Example: If you buy passes for March, April, and May for hikes valued at $45 each, you can cancel one single hike whenever you need. You will receive a $45 credit toward your next purchase (i.e., your next monthly pass).

2. Extended Absence Hold Credits (Notice-Based - Partial Value Back)

  • Best for: Consecutive days or weeks away
  • Eligibility: Available to use immediately as soon as you become a monthly passholder! You do not need to wait 3 months to use this benefit.
  • The Basics: You can claim a hold credit up to four (4) times per calendar year. One credit covers any number of missed hikes within a single week block.
  • How the Weekly Credits Work: To show how this works, in all three of these examples, you use exactly 1 of your 4 annual credits:
    • Example A: Your dog hikes 1 time a week, misses that week, and you don't have a Single-Session Credit to use. You can claim 1 Extended Absence Credit to cover that week.
    • Example B: Your dog hikes 4 times a week and misses the entire week. You can claim 1 Extended Absence Credit to cover all 4 hikes.
    • Example C: Your dog hikes 4 times a week but will only miss 3 of those hikes. You can claim 1 Extended Absence Credit to cover those 3 missed hikes.
      (In all three cases, because the absences happen within the same week block, it counts as using just 1 weekly credit out of your 4 for the year).
  • Notice-Based Savings: Give us a heads-up before you travel, and we will credit a portion of your missed hikes toward your next purchase. The credit portion is based on how much notice you give us:
    • 28+ Days' Notice: Get a 60% credit (40% held to secure your spot)
    • 14+ Days': 50% credit (50% held)
    • 7+ Days': 40% credit (60% held)
    • Less than 7 Days': no credit (100% held)
    • Example Math: Your dog hikes 3 times a week ($44 per hike) and goes away for 2 weeks. You give us 28 days' notice.
      • Total value of missed hikes: 6 hikes × $44 = $264
      • Your Credit: $264 × 60% = $158.40 credited to your next pass
      • Holding Fee: $264 × 40% = $105.60 retained to secure your spot 
        • Note: The holding fee is to retain your pup's recurring hike spot while away, and to account for the possibility that the spot cannot be temporarily filled. 

    🧮 Leave the Tracking to Us!

    You don't need to stress over the math or keep a spreadsheet of your days. Just give us a heads-up when your pup will be absent, and we will handle the rest! We will review what credits you are eligible for and apply whichever one will provide you with the most value. Bear in mind that the more notice provided, the better. 

    Important Notes

    Booking Confirmations:

    The Service Provider will send clients Google Calendar invites for service bookings  

    To help us maintain a consistent and reliable schedule, the following policies apply:

    • Booking Deadlines: Drop-in rates reflect bookings made by 5:00 pm Thursday for the following week. 
      Requests received after this time are accepted but may be subject to a $2 after-hours booking fee to accommodate schedule changes.
    • Booking window: Drop-ins can be booked up to 1 month in advance. Requests made earlier are welcome but may not be confirmed until 1 month before the service date.

    • Billing: Completed drop-in services are invoiced biweekly on Fridays and are due the following Monday (or the next business day).

    • Availability: Drop-in spots are subject to availability and cannot be guaranteed. Clients seeking priority scheduling and consistency are encouraged to purchase a monthly pass.

    • Cancellation policy: 
      • Free with 48 hours' notice 
      • 50% with 24 hours' notice 
      • 100% with less than 24 hours' notice