Terms of Service

1. Agreement to Terms

These Terms of Service ("Terms") constitute a legally binding agreement between you ("Client," "you," or "your") and Zaine's Stay & Play ("Company," "we," "us," or "our") governing your use of our website and private dog boarding services.

By accessing our website, booking services, or using our facilities, you agree to be bound by these Terms. If you disagree with any part of these Terms, you may not access our services.

2. Services Offered

Zaine's Stay & Play provides the following services:

• Dog Boarding: Overnight and extended stay accommodations
• Suite Selection: Standard, deluxe, and luxury suite options
• Care Add-Ons: Optional care enhancements during a boarding stay
• Customer Support: Booking assistance and policy clarification

Services are subject to availability and may be modified or discontinued at our discretion with advance notice.

3. Booking and Reservations

3.1 Account Creation

To book services, you must create an account providing accurate and complete information. You are responsible for maintaining the confidentiality of your account credentials.

3.2 Booking Confirmation

A booking is confirmed only after we receive full payment and send you a written confirmation. We reserve the right to refuse service at our sole discretion.

3.3 Waitlist

During peak periods, bookings may be placed on a waitlist. Waitlist placement does not guarantee service and is fulfilled on a first-come, first-served basis.

4. Client Responsibilities

As a client, you agree to:

• Provide complete and accurate information about your pet's health, behavior, and needs
• Ensure your pet meets all vaccination and health requirements before arrival
• Provide sufficient food for your pet's entire stay (plus 1-2 extra days)
• Disclose any behavioral issues, aggression history, or special needs
• Provide emergency contact information and authorize emergency veterinary care
• Pick up your pet by the agreed check-out time
• Pay all fees promptly according to our payment terms

5. Health and Safety Requirements

5.1 Vaccinations

All pets must be current on required vaccinations: Rabies, DHPP (Distemper, Hepatitis, Parvovirus, Parainfluenza), and Bordetella. Proof of vaccination must be provided before first visit.

5.2 Health Requirements

Pets must be in good health, free from contagious illnesses, and current on flea/tick prevention. We reserve the right to refuse service to pets showing signs of illness or infestation.

5.3 Behavioral Standards

Pets must demonstrate appropriate temperament and non-aggressive behavior toward people and other animals. Aggressive pets may be refused service or discharged immediately.

6. Payment Terms

6.1 Payment Methods

We accept major credit cards, debit cards, and digital wallets. Payment is processed through Stripe, a secure third-party payment processor. We do not store credit card information on our servers.

6.2 Payment Schedule

• Boarding: Full payment due at booking
• Add-ons: Payment due at booking or added to the active reservation
• Extended stays (14+ nights): Discount applied at checkout summary
• Multi-dog stays: Same-family discount applied to approved suite combinations

6.3 Additional Fees

Late pickup fees ($25 per 30 minutes after 8 PM), early drop-off fees ($15), and holiday surcharges (20%) apply as stated in our Policies and are disclosed before processing whenever added to a booking. Emergency veterinary care costs are the client's responsibility.

Premium but fair pricing includes clear subtotal, applicable tax, selected care items, and total shown before confirmation. No hidden fees, no surprise add-ons, or other undisclosed charges are introduced at checkout.

6.4 Returned Payments

Returned payments due to insufficient funds or closed accounts will incur a $35 fee. Services may be suspended until payment is resolved.

7. Cancellation and Refund Policy

• 48+ hours notice: full refund.
• 24-48 hours notice: 50% refund.
• Less than 24 hours: no refund.
• No-show: full charge applies, no refund.

Refunds are returned to the original payment method when payment processing is available.

8. Liability and Insurance

8.1 Limitation of Liability

While we maintain high safety standards, dogs at play may sustain minor injuries (scratches, scrapes, bumps). We will notify you of any injuries and provide necessary first aid. Zaine's Stay & Play is not liable for injuries resulting from normal dog behavior during supervised play.

8.2 Emergency Care

You authorize Zaine's Stay & Play to seek emergency veterinary care if necessary. We will make reasonable efforts to contact you first. All veterinary expenses are your responsibility. We are not liable for treatment decisions made by veterinary professionals.

8.3 Property Damage

You are liable for any damage your pet causes to our facility, equipment, or other pets. You agree to reimburse us for repair or replacement costs.

8.4 Loss of Personal Items

We are not responsible for lost, stolen, or damaged personal property including collars, leashes, toys, or bedding. Label all items and do not bring valuable or sentimental items.

8.5 Maximum Liability

Our total liability for any claim shall not exceed the amount paid for services during the 30 days preceding the incident. We maintain commercial liability insurance, but coverage is subject to policy terms and limitations.

9. Intellectual Property

All content on our website including text, graphics, logos, images, videos, and software is owned by Zaine's Stay & Play and protected by copyright and trademark laws. You may not reproduce, distribute, or create derivative works without written permission.

By providing photos, videos, or testimonials, you grant us a non-exclusive, royalty-free license to use this content for marketing purposes on our website, social media, and promotional materials.

10. Privacy

Your use of our services is also governed by our Privacy Policy, which explains how we collect, use, and protect your personal information. By using our services, you consent to our privacy practices as described in the Privacy Policy.

11. Termination of Services

We reserve the right to refuse or terminate services at any time for the following reasons:

• Violation of these Terms or our Policies
• Aggressive or dangerous behavior by pet or owner
• Non-payment or repeated late payments
• Providing false information about pet's health or behavior
• Abusive or inappropriate conduct toward staff

Upon termination, you must immediately pick up your pet. Prepaid services will be refunded on a prorated basis, minus any fees owed.

12. Dispute Resolution

12.1 Informal Resolution

If you have a dispute, please contact us first to attempt informal resolution. We're committed to resolving issues fairly and quickly.

12.2 Arbitration

Any disputes not resolved informally shall be resolved through binding arbitration in accordance with the rules of the American Arbitration Association. Arbitration will take place in Syracuse, New York.

12.3 Class Action Waiver

You agree to resolve disputes on an individual basis only. You waive any right to participate in class action lawsuits or class-wide arbitration.

13. General Provisions

13.1 Governing Law

These Terms are governed by the laws of the State of New York, without regard to conflict of law principles.

13.2 Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions shall continue in effect.

13.3 Entire Agreement

These Terms, along with our Privacy Policy and Policies page, constitute the entire agreement between you and Zaine's Stay & Play regarding our services.

13.4 Amendments

We reserve the right to modify these Terms at any time. Changes will be effective upon posting to our website with an updated "Last Updated" date. Continued use of our services after changes constitutes acceptance of the updated Terms.

13.5 Waiver

Our failure to enforce any provision of these Terms does not constitute a waiver of that provision or our right to enforce it in the future.