Copyright © 2010 “Catnip n Biscuits. All Rights Reserved.
2615 Skidaway Rd.
Savannah, GA 31404
912-349-5838
Fax: 912-335-2919
                      
                              CATNIP N BISCUITS CUSTOMER AND FACILITY GUIDELINES

Our Purpose: Our fun, friendly, and knowledgeable team provides exceptional care for our four-legged guest (and their humans) in a safe, fun, and interactive environment.  CNB’s policies are in place for this purpose.  The following information is provided to you so that all participants are contributing to maintaining CNB’s exceptional level of service and care.

To apply for day care we need an application on file and up to date vaccination records that include Bordetella, Rabies and DHPP. We cannot board any pet without necessary vaccinations to keep your pet healthy and happy while in our facility. Bordetella must be less than six months old, Rabies - 1 to 3 year vaccination, and DHPP - 1 to 3 year vaccination depending on the age of the dog and your vet’s suggestion.
Puppies must be at least sixteen weeks old and have had all puppy vaccinations. Puppies older than seven months must be spayed or neutered to be included in day care.

All pets must be in general good health.

We do not accept dogs that have had aggression issues in their history. Day care is a fun place for dogs and aggression puts dogs and humans in danger. Dogs must not show protective behavior towards food, toys, balls, people, etc.

Reservations are required for all services. We may turn customers away who haven't made a reservation if we do not have available room so please plan ahead. Reservations for day care should be made by 5:00 pm the day before you would like to bring in your pet. Boarding reservations should be made as early as possible to insure a place is available. We staff our facility based on the amount of reservations and appreciate all customers making reservations so we can be properly staffed.

Catnip n Biscuits is extremely busy during any holiday season. We suggest you make your reservation for any holiday as early as possible. We cannot guarantee a room if reservations are made last minute. All holiday reservations must be paid for in advance and at least a month prior to the first day of the reservation. We cannot hold a room during a holiday season that is unpaid. Our holidays are:  New Year’s Eve, New Year’s Day, and St. Patrick's Day, Easter, Memorial Day, Independence Day (Fourth of July), Labor Day, Thanksgiving, Christmas Eve, and Christmas Day.  Please note that during these holidays we have limited office hours that may affect the day and/or time you may drop-off and/or pick-up your pet.  It is the customer’s responsibility to verify holiday office hours with the CNB staff.  Catnip n Biscuits is closed on the day of the holidays stated previously AND Black Friday. 

Any pet scheduled for Doggie Day Care must pass an evaluation.  This is an observatory day of day care that involves a parent interview, the pet meeting other pets in day care, the pet playing at various times throughout the day, and the pet spending time in a hotel suite.  Only dogs that pass an evaluation can be admitted to day care, we schedule two evaluation appointments per day, Monday through Thursday.   Appointment times available are 9:15 am and 9:30 am.  The cost for an evaluation is $30.00; it is payable at the time the reservation is made and is non-refundable. 

DROP OFF DAYS AND TIMES

Monday – Friday: 
Drop off time for Daycare is 6:00 am until 10:00 am. 
Pick up time is prior to 7:00 pm.
Drop off for Morning Day Care is 8:00 am
Pickup for Morning Day Care is 12:00 pm. If later than 12:00 pm a full day will be charged.
Drop off for Afternoon Day Care is 2:00 pm
Pickup for Afternoon Day Care is 6:00 pm. Later drop off or earlier pick up will be charged a full day
Suite with day care drop off is 6:00 am until 10:00 am. 
Pick up time is by 12:00 noon the last day of the reservation.  Pick up after 12:00 noon will incur $20.00 charge for the additional day the dog spends in the day care
Overnight Geriatric, Cat Overnight, and Private Care drop off is 6:30 am until 5:30 pm. 
Pick up time is 6:30 am until 12:00 pm.  Pick up after 12:00 pm will incur $20.00 charge for the additional care the dog needs while in private, cat, or geriatric overnight.
Saturday – Sunday: 
Drop off and/or Pick up time: 5:00 pm – 7:00 pm.
Please be advised our doors lock at 7:00 pm and we are unable to open the door after hours for pickups or drop offs.

Please be sure to walk your dog prior to entering our facility to avoid accidents in the lobby. The dog walking area is located to the right side of our entrance.  There are poop bags provided for you in the mailbox located at the right corner of the building; there is also a can provided for the waste. 

Day care begins at 8:00 am daily.  The daily rate for day care is $30.00. We have three day care packages available. Packages are non-refundable and have an expiration date.  Office staff will assist you with this information.

VIP is an alternative to the large group play of traditional daycare.  This service provides a healthy environment for dogs that respond better to or simply prefer small group play.  VIP dogs participate in structured activities and play time; they are allowed more time for breaks/rest, and are given premium treats throughout the day.  In VIP daycare, our Activities Directors also schedule designated time to work with dogs on manners. VIP day care day rate is $40.00.  There are no packages for VIP day care.

CNB offers a variety of boarding options for dogs: Day stay, half day stay, private care, and suite.  We also have condominiums for cats.  The cats are housed in a separate room away from the dog area for safety, comfort, and overall well-being of the cats. 

Cat Boarding Disclaimer: Any cat acting in an aggressive manner will not be let out of their condo unless the behavior diminishes during boarding. We take the safety of the pets and our employees very seriously and will not put either in dange of getting hurt, scratched, bitten, or any other injuries cause by an animal showing aggressive behavior. We will always do what is best for your cat during boarding and they will reveive exception care while staying in thier condo.

Customers must bring all food, snacks, treats, and medications.  Food should be pre-packaged (for dogs), per serving size in a Ziploc bag and have the pet’s name written on it. If food is not pre-packaged there will be a charge for bags and time used by the employees to package the food.  We do not accept measuring cups, bowls, large bags or containers of food, etc.  Medications must be in the original container, and written instruction must be provided by the owner to CNB.  Snacks or treat should be in a Ziploc bag with the pet’s name on it.  NOTE:  We do not allow rawhides of any kind.  Any food items or items containing ingredients made, manufactured, or processed in China are also not allowed. 

Day care admittance and continued attendance is based on appropriate behavior.  CNB reserves the right to turn away or not admit any pet that is deemed by CNB as not a good fit for the facility environment.  Initial entry is based on the customer’s representation of the pet; continued entry is based on the pet’s behavior. 

Customers are responsible for the pet’s behavior in the lobby at check-in and check-out.  Please have your dog on a leash at all times when entering our facility or on our property. Please do not allow your dog to meet another dog while the dogs are on leashes. This is unsafe for the dogs as dogs can become leash aggressive.  Please keep your pet under your control to insure the safety and comfort of other dogs and people in the lobby.  Please assist the staff in maintaining the safety and condition of others and our facility. 

The blue gate must remain closed until a CNB staff member opens it or asks the customer to open it.  This is our last barrier between our guests and the outside; we need to insure no pet can escape while they are exiting or entering the facility.  We ask all pets to display appropriate behavior while in the facility. We will reinforce anything you are doing to train your dog and we are happy to do it. Sometimes, we will recommend training as a way to improve your dog’s behavior while attending day care. We want all dogs to succeed and training is a big help when a dog is having behavior problems while in group play.

It is normal for a dog to need breaks throughout day.  Please be aware that your dog will be put in a break or time out at various times throughout the day.  He/she will be resting in an available room until the time he/she will return to group play time.  The breaks can be anywhere from 2 minutes to 30 minutes depending on the situation.  In the event a dog displays aggressive behavior the dog will be removed from day care for the day.  The owner will be notified of the event and any injuries to or caused by the pet.  This includes behavior directed at our staff and any damage done to our facility.  All types of damage are the financial responsibility of the owner of said pet. 

Dogs have different styles of play.  Style may depend on size, breed, personality, home environment, or various other factors.  Dogs play with their mouths (teeth) and paws (nails) regardless of play style.  Because of this natural fact it is a reality that nicks and scratches may occur at any given time of the day.  Most incidences do not require medical attention, but it is a possibility.  In the event of an injury, CNB will make all efforts to contact the owner to notify them of the situation.  The owner is responsible for the treatment decision.  In a case where CNB cannot reach the owner or we deem the injury an emergency, we reserve the right to appropriately treat the pet or seek veterinary treatment for the pet at the owners expense.

Catnip n Biscuits’ staff requires all guests to display proper manners upon entering and exiting the facility.  Dogs are expected to sit and wait at all doors and gates.  Dogs are not to jump on anything or anyone.  Even though all the babies are cute and lovable, jumping is considered a rude behavior.  CNB staff works with dogs during daycare on these manners; please reinforce the same manners at home.  A dog will learn much quicker if all his/her people provide consistency.  During check-in and check-out, please assist the staff in our efforts.  Opening a door/gate too soon, greeting the dog with excitement or a high-pitched voice, being in a hurry, and other such behavior does not promote good manners.  Please plan your drop-off and pick-up times so that your pet has ample time to obey commands given to him/her AND so that our staff has the time to greet and provide appropriate service to you.  Customers will be greeted upon entering our facility, and we will provide you with excellent customer service when it is your turn.  We appreciate your planning, cooperation, and understanding.

SPECIAL CIRCUMSTANCES

Catnip n Biscuits first priority is the safety, health and well-being of all our guests.  Many hours of research and planning have gone into every decision and policy we have.  CNB goes above and beyond to provide quality, appropriate service to all pets.  That being said sometimes dogs have bad days or may become annoyed and therefore display behavior that is undesirable for the group play setting.  It is a reality, and you need to know that when you bring your dog here. CNB does everything it can to take proactive measures and monitor the dogs in order to prevent problems, but dogs can be unpredictable.  Every staff member is expertly trained to recognize inappropriate dog body language to help minimize negative interactions. We are also trained to safely and effectively break up dog fights in ways that minimize injury to the pets.  At CNB dogs are not left in the play yards alone.  All of these factors contribute to the safe-play environment.
In the event that some sort of negative incident occurs, the staff will write a detailed incident report.  All parents of the dogs involved will be notified.  Any injuries will receive first aid by our pet-first-aid-certified staff members.  If veterinary attention is necessary, CNB will try to contact the parents and the emergency contact on file.  If responsible parties cannot be reached, CNB will determine the best way to safely proceed with the pet to the nearest available veterinarian. 

CNB provides free access to cameras placed in the day care yards.  They are there for your enjoyment only; please do not call us with complaints or suggestions based on your observations.  Customers are not present and do not know exactly what is or has occurred during the day. 

CNB has ADD ON services for day care and boarding.  These are designed to greatly enhance the quality of the time your pet spends in our facility.  Services include but are not limited to bedtime snacks, story time, obedience training, massage, aromatherapy, interactive play time, and brainteasers.  A comprehensive list with applicable fees is available for review at the front desk.

For your convenience, CNB houses The Savannah Groom Room.  It is a completely separate business; CNB does not handle any messages, appointments, etc. for them.  Please contact Jenna at The Savannah Groom Room at 912-341-3992 for all of your grooming needs. 

Payment for all services is due at the time of drop off.  The only exception to this policy is for holiday reservations.  Payment for holiday reservations is due thirty days prior to the first date of the reservation.  Holiday payments are non-refundable.  Please see cancellation policy for more information.   Every customer must have a credit card on file, which will be charged in the event the customer incurs additional charges while the pet is in our care and for balances owed after the time of check-out.  For reservations that were pre-paid, the balance after the cancellation fee is non-refundable but will remain on the customer’s account as a credit toward future reservations. 

CANCELLATION POLICY

Day Care: If you need to cancel your reservation it's as easy as a phone call or email to let us know. There is no penalty as long as we get a phone call at least 24 hours in advance. If there is no call and no show, a day will be deducted from your package.

Overnight stays must be canceled 48 hours prior to the first booked date. Any cancellations with less than 48 hours’ notice will be charged a cancellation fee of one night boarding.

HOLIDAY RESERVATIONS require full payment at least one month in advance and are non-refundable. We will put a credit on your account if we can rebook your room. All holidays must be reserved with a credit card. Holidays bookings are any days that fall during these holidays: New Year's Eve, New Year's Day, St. Patrick's Day, Memorial Day, 4th of July, Labor Day, Easter, Thanksgiving, Christmas Eve, and Christmas Day. We close at 12:00 pm the day before any holiday and our offices are closed on all the holidays. We are closed on Black Friday.

The ONLY way to avoid a cancellation fee for daycare is to notify the office by 5:00 pm the day prior to the date of the reservation.  For customers who have a daycare package, a day will be deducted from the package.   For stay reservations, the ONLY way to avoid the cancellation fee is to notify the office 48 hours prior to the date of reservation.

THERE ARE NO REFUNDS OR CREDITS FOR EARLY RETURN OR LATE DEPARTURE FOR ANY HOLIDAY BOOKINGS.

We accept cash, checks, and most major credit cards. If paying by credit card we charge a 4% fee.
Returned checks: If your check is returned, it may be re-presented in an electronic manner. You hereby authorize service charges and processing fees, as permitted by law, to be debited from the same account by paper or electronically at our option. Your payment by check shall be recognized as acceptance of our electronic check recovery system.

Thank you for bringing your pet to Catnip n Biscuits. We are happy to help with your pet care needs.
**Please note: you will be asked to sign that you have read and agree to our guidelines when you enter our facility for the first time.