Policies & Paperwork
Overview
Policies and paperwork settings protect your business legally while setting clear expectations with customers. Configure cancellation policies, health requirements, and legal documents that customers must agree to before booking.
Customer Agreement System
Transparent Agreement Tracking
Automatic agreement storage for legal protection
When a customer books with Petboost for the first time, their agreement to your terms, conditions, and waivers is automatically stored alongside their account.
What's tracked:
Date and time of agreement
Which documents were agreed to
IP address and booking details
Version of terms at time of agreement
Benefits:
Legal protection for your business
Complete transparency for pet owners
Automatic record-keeping
Compliance with consumer protection laws
How it works:
Customer books for first time
Must review and accept terms, conditions, waivers
Agreement automatically saved to their account
You can view agreement history in customer profile
Change & Cancellation Policy
Set rules for when and how customers can change or cancel appointments.
Changes & Cancellations
Whether customers can change or cancel their appointments
Allow - Customers can change/cancel
Self-service changes and cancellations
Reduces admin workload
Customers appreciate flexibility
Cancellation fees still apply (if configured)
Disallow - No changes/cancellations
Customers must contact you to change or cancel
Full control over schedule modifications
Use for strict booking policies
Rarely recommended
Recommendation: Allow changes/cancellations with appropriate notice period and fees to balance flexibility with business protection.
Cancellation Fee Percentage
Percentage of appointment cost charged as cancellation fee (0-100% in 5% increments)
How it works:
Customer cancels appointment
System calculates cancellation fee based on appointment cost
Fee is charged to card on file (or invoice created)
Remaining amount refunded (if paid)
Common Settings:
0% - No cancellation fee (free cancellations)
25% - Light fee to discourage casual cancellations
50% - Standard industry rate
100% - Full cost charged (strict policy)
Example: $100 grooming appointment with 50% cancellation fee:
Customer cancels
$50 cancellation fee charged
$50 refunded (if paid) or not charged
Considerations:
Higher fees reduce cancellations but may frustrate customers
Lower fees are customer-friendly but may not cover costs
Balance business protection with customer satisfaction
Change & Cancellation Notice Period
How far in advance customers must notify for changes/cancellations
Time Configuration:
Weeks - 0 weeks
Days - 0-7 days
Hours - 0-23 hours
Minutes - 0 minutes
Common Settings:
24 hours - Standard notice period (most common)
48 hours - Two-day notice for grooming businesses
1 week - For services requiring special preparation or high demand
4 hours - Same-day cancellations allowed with short notice
Example: 24-hour notice period:
Appointment is Monday at 2 PM
Customer must cancel by Sunday at 2 PM
Cancelling after Sunday 2 PM incurs cancellation fee
How cancellation fees are applied:
Within notice period: No fee (or reduced fee if configured)
After notice period: Full cancellation fee charged
Best Practices:
Match notice period to preparation/booking lead time
24-48 hours is industry standard for most pet services
Longer periods (3-7 days) for boarding or high-demand services
Shorter periods for walk-in friendly services
Health & Safety Requirements
Protect your business and other pets by requiring health documentation.
Vaccination Certificate Requirement
Whether customers must provide vaccination certificates for their pets
Required - Vaccination certificates mandatory
Customers must upload vaccination records before booking
System validates documents
Protects all pets in your care
Industry best practice for boarding, daycare, group classes
Legal requirement in many jurisdictions
Optional - Vaccination certificates optional
Customers can book without vaccination records
You manually verify later
Less friction in booking process
Higher risk of disease transmission
When to require:
Always require for:
Boarding facilities
Daycare services
Group training classes
Any service with multiple pets interacting
Consider optional for:
One-on-one grooming (single pet appointments)
Mobile services at customer's home
Training (if no pet interaction)
What should be required:
Core vaccines (Rabies, Distemper, Parvovirus for dogs)
Bordetella (Kennel Cough) for boarding/daycare
Current and not expired
Signed by licensed veterinarian
Recommendation: Always require vaccination certificates for any service where pets interact or share space. It's both legally important and protects all pets in your care.
Legal Documents
Upload and manage legal documents that customers must review and accept.
Terms & Conditions Document
Upload your terms and conditions document (PDF format)
What to include:
Service descriptions and pricing
Payment terms and methods
Cancellation and refund policies
Liability limitations
Customer responsibilities
Pet behavior requirements
Emergency care authorization
Status:
Uploaded ✅ - Document is active and customers must accept it
Not Uploaded - No terms and conditions required (not recommended)
Best Practices:
Have a lawyer review your terms
Update annually or when policies change
Keep language clear and understandable
Include all important policies and disclaimers
Version your documents (e.g., "v2.1 - Updated Oct 2024")
Waiver Document
Upload your liability waiver document (PDF format)
What to include:
Assumption of risk statements
Release of liability for injuries
Emergency medical authorization
Property damage disclaimers
Photo/video release (if applicable)
Acknowledgment of pet behavior risks
Status:
Uploaded ✅ - Document is active and customers must accept it
Not Uploaded - No waiver required (strongly not recommended)
Why waivers matter:
Protect against liability claims
Set clear expectations about risks
Required for insurance coverage
Industry standard for pet services
Agreement Consent Checkbox
Checkbox language customers see:
"I have read and agree to the Terms & Conditions and Waiver"
What happens:
Customer clicks checkbox
Can click to view full PDF documents
Must check box to proceed with booking
Agreement is automatically saved with timestamp
Stored permanently in customer account
Legal enforceability:
Digital agreements are legally binding
Timestamp and IP address provide proof
Customer had opportunity to review
"Clickwrap" agreements hold up in court
Policies Best Practices
Setting Cancellation Policies
Consider:
Your costs when appointments cancel
How far in advance you can rebook slots
Industry standards in your area
Customer expectations and satisfaction
Recommended approach:
24-hour notice period minimum
50% cancellation fee for fairness
Clear communication of policy
Grace period for emergencies (manual override)
Vaccination Requirements
Always require for:
Multi-pet environments (daycare, boarding, group classes)
Legally mandated services
High-risk interaction scenarios
Verification:
Check expiration dates
Verify veterinarian signature
Keep copies on file
Review annually
Legal Documents
Essential documents:
Terms & Conditions (always)
Liability Waiver (always)
Photo Release (if taking photos)
Emergency Authorization (medical care)
Maintenance:
Review with lawyer annually
Update when policies change
Version control
Clear, readable language
Common Questions
Q: Can I change my cancellation policy after customers book?
A: Yes, but changes only apply to new bookings. Existing appointments are governed by the policy in place when they booked.
Q: What if a customer has an emergency and can't give 24 hours notice?
A: You can manually waive cancellation fees on a case-by-case basis. The policy protects you but you maintain flexibility.
Q: Are digital signatures/agreements legally binding?
A: Yes, digital agreements with timestamps are legally enforceable in most jurisdictions. Our system captures all necessary information.
Q: What if customers don't have vaccination records?
A: They can't book until records are uploaded (if required). They must contact their vet to obtain current records.
Q: Do I need a lawyer to create these documents?
A: Strongly recommended. Proper legal documents protect your business. Many lawyers offer pet services business packages.
Q: Can customers cancel without a fee if they cancel early enough?
A: Yes, if they cancel before your notice period (e.g., 24 hours), no fee is charged.
Q: What happens if I don't upload terms and conditions?
A: You can still operate, but you have less legal protection. Highly recommended to upload proper legal documents.
Q: Can I have different policies for different services?
A: Cancellation policies apply business-wide. Service-specific policies can be noted in service descriptions.
Next Steps
Consult a lawyer to create or review your legal documents
Upload Terms & Conditions and Waiver documents
Set appropriate cancellation policies for your business
Configure Booking Settings to complement your policies
Enable Notifications to remind customers of policies
Communicate policies clearly on your website and booking page