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 are 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 are subject to modified policies and rates.