Requirements and Policies

What vaccination records does PawPlex require?

PawPlex must receive current vaccination records before services that require them. Records should come from a licensed veterinary provider and clearly show the pet’s name, vaccine name, and expiration date.

• Submit records before the appointment or stay.
• Do not wait until drop off to check whether records are complete.
• Requirements may differ for dogs, cats, grooming, daycare, boarding, and transportation.
• Ask PawPlex for the current vaccine list if you are unsure what applies.

What is PawPlex’s health and illness policy?

Pets should arrive healthy enough to participate safely in the scheduled service. Contact PawPlex before arrival if your pet has vomiting, diarrhea, coughing, discharge, unusual fatigue, fever, a contagious condition, or another concerning symptom.

PawPlex may refuse, separate, limit, or end a service when illness or injury creates a risk to the pet, other animals, or staff. Always share allergies, recent procedures, restrictions, medication, seizures, mobility issues, and known medical conditions.

What are the leash, carrier, and handoff rules?

• Dogs should enter and leave on a secure leash attached to a properly fitted collar or harness.
• Cats and other small pets should arrive in a secure carrier.
• Do not allow pets to enter the lobby, parking area, or transport vehicle loose.
• Use extra caution with retractable leashes near doors, vehicles, and other pets.
• A responsible adult should complete the handoff unless another arrangement has been approved.

What should I disclose about my pet’s behavior?

Tell PawPlex about biting, snapping, guarding, escape behavior, fear, separation anxiety, reactivity, or previous incidents. Honest information helps the team choose the safest handling plan.

PawPlex may modify play, handling, grooming, transportation, housing, or service length when needed for safety. Group daycare participation depends on comfort, health, behavior, and compatibility, and a pet may be removed from group play even after previous successful visits.

What is PawPlex’s cancellation and schedule change policy?

Contact PawPlex as early as possible when you need to cancel, reschedule, shorten, or extend a service. Late changes can affect staffing, kennel space, grooming schedules, and transportation routes.

• Ask for the current cancellation window when booking.
• Holiday and high demand reservations may have special rules.
• No shows or late cancellations may result in a fee or deposit requirement.
• Transportation changes should be reported before the route begins.

What happens if I’m late for pickup?

Pick up your pet during the confirmed window, and call PawPlex immediately if you are delayed. Late pickup may lead to added daycare, boarding, transportation, or staffing charges. If a pet cannot be picked up before closing, PawPlex may need to arrange overnight care based on space and safety.

Keep your phone available and make sure an approved backup person can collect the pet when necessary.

What are the rules for personal belongings?

Only send items PawPlex has approved. Label food, medication, leashes, carriers, bedding, and comfort items with the pet’s name and the pet parent’s contact information.

Avoid valuable, sentimental, fragile, or unsafe items. Personal items can become damaged, soiled, misplaced, or removed when they create a safety concern.

What emergency contact and authorization information is needed?

Provide a reliable contact who can make decisions when you cannot be reached. Make sure PawPlex has current phone numbers and any veterinary information required for the service.

Review emergency authorization forms carefully, and ask questions before signing so you understand how PawPlex may respond if your pet becomes ill, injured, or unsafe during care.