The most expensive thing many kennel owners do is nothing — specifically, nothing about late cancellations and no-shows. A kennel that holds peak-period capacity for a booking that cancels three days before Christmas has lost real, unrecoverable revenue. That capacity is gone. The kennel didn't get to rebook it. The deposit, if there was one, probably didn't cover the loss.
A good cancellation policy isn't about being awkward with clients. It's about being clear, consistent and fair — in a way that protects the business without damaging the relationship. Here's how to build one.
Why most kennel cancellation policies fail
Most kennel policies fail for one of three reasons. They're vague — "reasonable notice required" means nothing when a client decides one week is reasonable and you needed four. They're buried — in a T&Cs page nobody reads, in a booking confirmation email people skim, in a waiver that was signed 18 months ago and long forgotten. Or they're not enforced — the kennel quietly refunds deposits because the confrontation feels worse than the financial loss.
The result is a policy that offers the business the feeling of protection without the substance of it. And clients who aren't told clearly what the consequences of cancelling are make plans accordingly — cancelling last-minute because they believe they can.
The core elements of a solid policy
Define the notice periods explicitly, in days. Not "reasonable notice." Not "as soon as possible." Specific numbers tied to specific consequences. A tiered structure works well for most kennels:
- More than 28 days' notice: full refund of deposit (or full credit for any payment made).
- 14–28 days' notice: deposit retained; balance, if paid, refunded.
- 7–14 days' notice: deposit retained; 50% of balance retained.
- Less than 7 days' notice, or no-show: full booking value retained.
The specific numbers will depend on your capacity, demand and how hard it is for you to rebook. A kennel that can fill a spot within 48 hours in August can afford to be more lenient than one whose spaces book months in advance.
Peak period rules should be tighter. Christmas, school holidays and bank holiday weekends warrant different terms — and clients who book these periods understand that the demand is high. A 4-week notice period for full refund of a Christmas deposit is entirely reasonable and most clients accept it when it's explained plainly. State it separately and clearly: "For bookings over the Christmas period (20th December–3rd January), our standard cancellation policy does not apply. A non-refundable deposit of 50% is required at time of booking. No refunds will be made for cancellations with less than 28 days' notice."
Shortened stays need to be addressed. A client who books 10 nights and collects after 4 presents a different problem from a straight cancellation. You've held the remaining nights for a dog that didn't come; you probably can't rebook them now. Your policy should specify that shortened stays are not eligible for a refund on unused nights unless notice was given at least 7 days before the original departure date.
How to make the policy land with clients
The policy has to be shown to clients at the moment it's most relevant to them — at the time of booking, when they're actively making a commitment and the implications of cancelling are front of mind. Not buried in a footer, not in an email they'll read later. On the booking confirmation page, presented clearly before they commit.
A useful framing: make it explicit that the policy exists to protect the place they're reserving. "Your deposit secures your dog's space at our kennel. This space cannot be offered to other dogs once reserved, which is why our cancellation policy applies." This is honest and most clients understand it — it shifts the framing from "we're keeping your money" to "we're holding capacity for your dog."
"We used to let deposits slide because confronting clients felt awkward. Since we started collecting deposits online at the point of booking — and the policy is clearly stated before they pay — we almost never have to enforce it. Clients plan better because they know there's a real commitment."
— Boarding kennel owner, Norfolk
Digital waivers and booking confirmations should reference the policy and require the client to confirm they've read it. This isn't just about legal protection — it's about making the policy visible rather than hidden. Clients who've explicitly acknowledged a policy are far less likely to dispute it later.
Deposits: how much and when
A deposit serves two purposes: it deters casual bookings with no real intention to follow through, and it partially covers your loss when a client cancels. For it to do either job effectively, it needs to be meaningful relative to the total booking value. A £10 deposit on a £300 boarding stay doesn't deter anything. A 25–30% deposit creates genuine commitment.
Collect deposits at time of booking, not on arrival. A booking without a deposit is an expression of intent, not a commitment. Online booking systems can be configured to take card payment as part of the booking flow — this is now standard in most industries and most pet owners are comfortable with it.
For peak periods, consider collecting the full balance 28–30 days before arrival. This is increasingly common practice. It removes the risk of a cancellation after the deposit-only window, ensures you have the revenue regardless of what happens in the final month, and is easily managed with automated payment tools.
When to make exceptions
A policy only works if it's applied consistently — but that doesn't mean robotically. A long-standing client of four years whose dog has died has a different situation from a new client who simply changed their mind. Veterinary emergencies, bereavements and genuine crises warrant human judgment, not strict policy application.
The key is that exceptions are decisions you make, not defaults the client expects. When you choose to waive a policy for a genuine emergency, the client feels looked after. When they expect a refund because they assume you'll waive it, and you do, they've learned that the policy is optional. Handle every exception as a deliberate act of goodwill — communicate it that way, and the goodwill lands.
Enforcing the policy without damaging the relationship
The hardest moment is when a client asks for a refund you're not going to give. The instinct is to apologise, to hedge, to imply flexibility that doesn't exist. Resist that. Acknowledge the situation, reference the policy they agreed to, and hold the line — warmly but clearly. "I'm really sorry this has happened — I know it's disappointing. As per the policy you agreed when booking, the deposit isn't refundable at this stage. If you'd like, I'm happy to hold it as a credit towards a future stay." This is final, fair and preserves the relationship better than a refund that undermines your policy for every future booking.