The most expensive thing many kennel owners do about late cancellations is nothing. A run held for a booking that cancels three days before Christmas is a night you can't sell again, and a small deposit rarely covers it. A good cancellation policy isn't about being difficult with clients. It's about being clear, consistent and fair, in a way that protects the business without damaging the relationship.
This guide covers how to build one, then gives template wording for boarding, daycare, catteries, grooming and pet sitting that you can adapt.
These templates are a starting point, not legal advice. Consumer law on deposits and cancellation charges varies by country, so have your final terms checked by a solicitor or your trade association.
Why most cancellation policies fail
Most kennel policies fail for one of three reasons. They're vague: "reasonable notice required" means nothing when the client thinks a week is reasonable and you needed four. They're buried in a terms page nobody reads or a waiver signed 18 months ago. Or they're not enforced, because refunding the deposit feels easier than the conversation. The result is a policy that gives you the feeling of protection without the substance.
The core of a solid policy
Notice periods in days, tied to consequences
Not "reasonable notice" or "as soon as possible", but numbers. A tiered structure works for most boarding kennels:
| Notice given | What happens |
|---|---|
| More than 28 days | Deposit refunded, or kept as a credit |
| 14 to 28 days | Deposit kept; any balance paid is refunded |
| 7 to 14 days | Deposit kept, plus 50% of the balance |
| Less than 7 days, or no-show | Full booking value kept |
Your numbers depend on how quickly you can refill a space. A kennel that can fill a run within 48 hours in August can afford to be more lenient than one whose runs are booked months ahead.
Stricter terms for peak dates
Christmas, school holidays and bank holiday weekends justify different terms, and clients who book them know demand is high. State the peak rules separately, with dates, so there's no argument about which policy applies.
Shortened stays
A client who books ten nights and collects after four leaves you with six nights you held and can't resell. Say whether unused nights are refundable, and how much notice you need for that, for example seven days before the original departure date.
Changes of dates
A date change can be a cancellation in disguise, especially if someone moves a Christmas booking to February. Decide whether moving dates inside the notice window counts as a cancellation, and say so.
Deposits: how much and when
A deposit does two jobs: it filters out bookings made with no real intention of turning up, and it covers part of your loss when someone cancels. To do either, it has to be meaningful. A £10 deposit on a £300 stay doesn't change anyone's behaviour; a quarter to a third of the booking value does.
- Take the deposit when the booking is made, not on arrival. Without one, a booking is an intention, not a commitment.
- For peak periods, consider taking full payment 28 to 30 days before arrival.
- Say whether the deposit is refundable, transferable as a credit, or neither, and in what circumstances.
- For regulars, a card held on file can do the same job as a deposit.
Templates you can adapt
Boarding kennels and home boarding
A deposit of [25]% is due when you book and secures your dog's place. Your dog's space can't be offered to anyone else once it's reserved, which is why the following applies if you cancel or shorten a stay:
More than 28 days' notice: your deposit is refunded or kept as a credit for a future stay. 14 to 28 days: your deposit is non-refundable. 7 to 14 days: your deposit and 50% of the remaining balance are charged. Less than 7 days, or if your dog doesn't arrive: the full cost of the stay is charged.
Collecting early: unused nights are not refunded unless you give at least 7 days' notice before your original departure date. Changing your dates within 14 days of arrival is treated as a cancellation.
Peak periods
For stays between [20 December] and [3 January], and during [school summer holidays], a non-refundable deposit of [50]% is due at booking and the balance is due [28] days before arrival. Cancellations with less than [28] days' notice are not refunded.
Doggy daycare
Daycare places are limited and planned in advance. Please cancel a booked day at least [48 hours] before, through your online account or by [phone/email]. Days cancelled with less notice, or missed without notice, are charged in full or deducted from your package. Package days are valid for [3 months] from purchase and are non-refundable.
Catteries
A deposit of [25]% secures your cat's pen. Cancellations with more than [28] days' notice receive a full refund or credit; with [14 to 28] days, the deposit is kept; with less than [14] days, [50]% of the stay is charged. Pens booked over Christmas and the summer holidays require full payment [4] weeks before arrival.
Grooming
Please give at least [48 hours'] notice to cancel or move an appointment. Late cancellations and missed appointments are charged at [50]% of the groom price. After [two] missed appointments, future bookings must be paid in full when booking. If your dog arrives more than [15] minutes late, we may need to shorten the service or rebook.
Dog walking and pet sitting
Walks and drop-in visits cancelled with less than [24 hours'] notice are charged in full. House sits cancelled with less than [14] days' notice are charged at [50]%, and with less than [48 hours'] notice in full. Recurring walks paused for a holiday need [7] days' notice.
Making the policy land with clients
Show the policy at the moment it matters, which is when the client is booking and paying, not in a footer or an email they'll skim later. Ask them to tick that they've read it. Clients who have explicitly agreed to a policy are far less likely to dispute it.
The framing helps too. "Your deposit secures your dog's space. Once it's reserved, we can't offer it to another dog" shifts the conversation from "we're keeping your money" to "we held a place for your dog", and most people understand that.
When to make exceptions
A policy only works if it's applied consistently, but that doesn't mean robotically. A client of four years whose dog has died is in a different position from a new client who changed their mind. Bereavements, veterinary emergencies and genuine crises deserve judgement. The point is that exceptions are decisions you make, not defaults the client expects. Offering a credit for a future stay is often a good middle ground.
Enforcing it without losing the client
When a client asks for a refund you're not going to give, the instinct is to apologise and hint at flexibility that doesn't exist. Instead, acknowledge the situation, point to the policy they agreed to, and offer what you can:
I'm really sorry this has happened. As per the policy you agreed when booking, the deposit isn't refundable at this stage, but I'm happy to keep it as a credit towards your next stay.
That's final, fair and keeps the relationship far better than a refund that teaches every client the policy is optional.
How KennelBooker enforces the policy for you
KennelBooker takes deposits, part payments or full payment at the time of booking, and can keep a card on file. Cancellation charges and late checkout fees are set once and applied automatically, either as a fixed amount or a percentage within your notice window, and the cancelled booking still appears in your revenue reports. Your terms are signed online as part of booking, and when a peak booking cancels, the waitlist shows which waiting bookings now fit the gap. For the other side of the problem, read how to reduce no-shows.
Frequently asked questions
What is a fair cancellation policy for dog boarding?
A common structure is tiered by notice: a full refund or credit with more than four weeks' notice, the deposit kept between two and four weeks, part of the balance kept between one and two weeks, and the full value kept for less than a week or a no-show. Peak periods such as Christmas usually have stricter terms.
How much deposit should a dog boarding business take?
Enough to make the booking a real commitment. A token amount doesn't change behaviour; many kennels take around a quarter to a third of the booking at the time of booking, and full payment several weeks before peak dates.
Are dog boarding deposits refundable?
That's up to your policy, and the policy should say so clearly before the client pays. Many businesses make deposits refundable, or transferable as a credit, if the client gives enough notice, and non-refundable inside that window.
What should a dog grooming cancellation policy say?
Grooming slots are short and hard to refill at short notice, so most groomers set a 24 or 48-hour notice period, charge a fee or keep a deposit for late cancellations and no-shows, and may ask repeat no-shows to pay in full when booking.
What about a dog sitting or dog walking cancellation policy?
Walks and visits are hard to resell at short notice, so a notice period of 24 to 48 hours for walks, and longer for multi-day house sits, is common. A fixed fee or percentage applies inside the notice window.