Satisfaction Guarantee

We proudly stand behind the quality of service we provide to our members and offer a complete satisfaction guarantee.  If you are not fully satisfied at any point please call us; we want to hear from you. 

On Membership: we will cancel and refund the remaining portion of your membership fee at any time if you are dissatisfied.
On Services: we guarantee your satisfaction with the services we provide and will refund your purchase price with the following exceptions.

• Daycare – If you are not fully satisfied we will refund the service
• Overnight Care – If dissatisfaction is due to a lapse in our care, we will refund the service used. If dissatisfaction is due to factors outside our control (stress, homesickness, appetite changes, etc.) we will issue credit toward a future visit.
• Dog Walking – If you are not fully satisfied with a pre-booked walk for circumstances within our control we will refund the service.  Bookings with less than 24-hours’ notice are not eligible for a refund.
• Grooming – If you are not fully satisfied with your dog’s bath, we will bathe them again complimentary.  For haircuts we offer a Grooming Quality Guarantee (within 48 hours we will provide a touch-up at no additional cost)
• Training – Success in training requires consistent reinforcement at home.  While we are committed to your dog’s progress, training services are non-refundable.  If you have concerns, we will schedule a follow-up consultation at a reduced rate.
• Board & Train – Success in training requires consistent reinforcement at home. While we are committed to your dog’s progress, training services are non-refundable.  If you have concerns, we will schedule a follow-up consultation at a reduced rate.
• Veterinary Care – Due to the nature of medical services, veterinary care is non-refundable.  You are welcome to consult one of our veterinarians free of charge.
• Transportation – If you are not fully satisfied with pre-booked transportation for circumstances within our control we will refund the service.  Bookings with less than 24-hours’ notice are not eligible for a refund.

If you have any concerns at any time please contact us at (212) 401-3028 and we will work with you to find a satisfactory solution.