Frequently Asked Questions

General Business Questions

How do I get started with Happy Pup And Play?

The first thing you need to do is complete our new client form. Please confirm that you fill out the form completely providing as much information as possible so that we can ensure that we understand your specific service needs and can accommodate them.

What are your hours and services areas?

Our hours are 7am – 7pm CST Monday – Saturday and we are closed on Sundays. We currently serve Madison County, Alabama area.

What is a Pup Handler?

A Pup Handler is our dog care professional hired to provide services at Happy Pup And Play. We only hire staff that meet our very specific and highly strategic standards as well as pass our training, which includes Pet CPR, First Aid and dog behavioral training. All Pup Handlers must have a love for Pups and their Pup Parents as well as a heart to serve!

What ages do our Pups have to be?

Happy Pup And Play provides services for Pups ages 6 months and up.

Can you administer medications?

At this time, we do not administer medications.

What is the importance of Pup exercise and socialization?

When Pups are well-exercised and socialized, they tend to display less destructive, aggressive, fearful or nervous behaviors.

Are you insured?

Yes, we are insured.

Do vaccinations truly prevent my Pup from getting sick?

Just like human vaccinations, Pup vaccinations are not 100% in eliminating the possibility of diseases. Vaccinations have been shown to decrease the likelihood that your Pup would get the disease and help your Pup’s immune system fight the diseases and it’s effects if they get them. We clean and sanitize all of our surfaces and transportation vehicles and ensure that our Pup Handlers practice good personal sanitation habits.

What records are required for Happy Pup And Play services?

Vaccination Records: Make sure your Pup is up to date on all required vaccinations as we do not accept any Pups without proof of proper vaccinations. If your Pup requires an updated vaccination, it should be completed no later than 7 days before the scheduled service date. No exceptions.

Required vaccinations include:

DHPP Combination: This vaccine protects Pups against Distemper, Adenovirus, Parvovirus, and Parainfluenza.
Leptospirosis: Most commonly contracted when Pups come in contact with infected water, soil, or urine from another infected animal. Leptospirosis is caused by a bacteria that can also spread to humans.
Bordetella (Kennel Cough): The Bordetella vaccination protects pets from an upper respiratory disease that spreads when Pups come in contact with other infected Pups.
Rabies: Rabies is a fatal disease that can be transmitted to humans. Vaccinating for rabies is mandated by Alabama state law.
Canine influenza: A relatively new disease that presents much like kennel cough. Canine influenza spreads easily in crowded conditions such as boarding/grooming facilities, and can be carried on our clothing/skin.
Flea and Tick and Heartworm: Must be on a monthly flea and tick and heartworm preventative.

What happens in case of an emergency or if my pup requires medical attention?

If there is an emergency and medical attention is required, the Pup will be taken to the vet services location that is listed on the client profile. In the case your specified vet is unavailable, the Pup will be taken to the closest vet or Emergency Care Hospital. Happy Pup And Play will reach out to the Pup Parent to discuss the emergency as soon as possible and discuss any charges that may incur at the vet. If neither the Pup Parent or the emergency contacts cannot be reached, we may pay for the initial charges incurred at the vet, with the understanding that the Pup Parent will reimburse Happy Pup And Play of those charges, unless the Pup Parent opted out of the Emergency Care Option within the client portal.

Pricing, Payments & Service Requests Questions

How many Pups are included in your base prices?

All prices listed are for service for one Pup. Additional Pups may be added for an additional fee. Please be advised: We strive to display accurate price information, however, we may, on occasion, make inadvertent typographical errors, inaccuracies or omissions related to pricing and availability. We reserve the right to correct any errors, inaccuracies, or omissions at any time and to cancel any services and/or withdraw any services arising from such occurrences.

What time frame should I request services?

All services should be requested at least 96 hours before the date that the service is needed. All requests needing services within 96 hours or less may incur additional fees for last minute requests.

Do you have a cancellation policy?

Yes, we do have a cancellation policy.

We ask that you give us a 72 hour notice of cancellation or a 15 day notice during holiday and peak season times to cancel your services.

All deposits or payments paid for services originally scheduled for normal business hours that are canceled within the cancellation period will be credited to the Pup Parent’s account for future services only, no refunds. If the cancellation is outside of the cancellation time frame, the Pup Parent forfeits, and no credit or refund will be given. For cancellation of services originally schedule outside of normal business hours that are canceled outside of the cancellation time frame, the Pup Parent forfeits, and no credit or refund will be given.

When do I pay for my services?

Happy Pup And Play services require clients to be enrolled in our auto draft services. In order to streamline this and avoid any delays in services, Happy Pup And Play allows credit/debit card information to be saved to client accounts.

Invoices will be automatically charged on the date they are due at 9am CST to the default payment option on your account. Any invoices left unpaid after 24 hours are automatically labeled as Past Due. If the automatic charge is declined, it will be retried up to five times and the client may incur additional late fees added to the invoices. Happy Pup And Play is not responsible for any fees and additional charges a client incurs due to automatic charges. Any client with a Past Due over 3 days may have their services interrupted until all invoices, including all additional fees and late fees, are fully paid.

All deposits and balances must be paid through the client portal. No cash, money orders, or checks will be accepted for service payments at appointment, with the exception of tips to Pup Handlers (See “Can I tip the Pup Handlers?” question below).

*For services outside of normal business hours or for services during holidays or peak seasons, the total service fee must be paid at the time of reservation.

Do you accommodate last minute requests?

We cannot guarantee availability of last minute requests. All requests needing services within 96 hours or less may incur additional fees for last minute requests. All requests must be made via the client portal and last minute requests must also include a phone call to speak with a Pup Handler to personally confirm if the request can be accommodated. Requests are not officially scheduled until the Pup Parent receives a confirmation email and the appointment is listed in the client portal. Happy Pup And Play is not liable if a last minute request cannot be accommodated.

Last Minute Fees

• Same Day: $25

• Next Day: $15

Is there an extra fee for holidays?

Yes, we do charge a holiday fee for services booked on the following holidays:

New Years Day
Martin Luther King Jr. Day
Good Friday
Easter Weekend
Memorial Day
Independence Day
Juneteenth
Labor Day
Thanksgiving Day
Black Friday
Christmas Eve
Christmas Day
New Year’s Eve

Is there an extra fee during peak season?

We do not charge extra for peak seasons but we do have modified requirements for peak seasons. See the answers for questions “Do you have a cancellation policy?” and “When do I pay for my services?” above.

Can I book appointments or make schedule changes with the Pup Handlers directly?

No, all appointments and schedule changes must be made by logging into our client portal and requesting the service appointments. Appointment requests are not officially scheduled until the Pup Parent received a confirmation email, and the appointment is listed in the client portal.

Can I tip the Pup Handlers?

Our Pup Handlers work hard to supply phenomenal quality service. Although tipping is not required and we never expect it, feel free to show your appreciation with a tip for your Pup Handlers.

What is the refund/credit policy?

See “Do you have a cancellation policy?” question above.

Walking Service Questions

What is the maximum number of Pups walked during group walks?

Per Happy Pup And Play policy, a Pup Handler can walk up to four (4) Pups at a time during a group walk, depending upon the sizes. We have a maximum to allow for each Pup to still be able to get personalized attention and care during the group walk and not get lost in the pack.

What if there is inclement weather?

Happy Pup And Play continuously monitors the weather and when inclement weather is forecasted, we will attempt to schedule requests before or after the inclement weather. Pup Handlers may still complete the appointment if it rains, unless there is heavy rainfall or thunderstorms that may prevent us from doing so. If there are any modifications or cancellations necessary due to the inclement weather, Happy Pup And Play will reach out and notify you via the client portal or email. No refunds are issued due to inclement weather. If Happy Pup And Play does not complete your appointment due to inclement weather, the credit will be added to your account for future services.

Pet Taxi Service Questions

Will my pup be traveling in a crate?

Depending upon the number of Pups riding, your Pup(s) may be crated or be leashed to a seat belt harness. Upon special requests, Pup Parents can request private pet taxi services for an additional fee.

Exercise Service Questions

How long are the appointment sessions?

All sessions are about 30 minutes long depending on your Pup’s conditioning and ability to do a full session. The 30 minute sessions allow the right amount of time to build muscle without overexerting themselves or causing injury, maintain mental focus, and support cardiovascular health.

How many appointment sessions would you recommend I schedule?

As a Pup Parent you know your Pup’s needs best. Most Pup Parents create a routine by scheduling the same day and time at least once a week, and sometimes twice a week when weather does not allow for more outdoor activities. Happy Pup And Play can assist you in choosing the best routine for you and your Pup.

Do I have to attend the appointment sessions?

We recommend that you attend the initial sessions so your Pup knows that they can trust our Pup Handlers and they see that you are on board with this new experience. Trust me, that positive energy and affirmation goes a long way! Once your Pup gets used to the Pup Handlers, feel free to let us pick up your Pup at the door and take that time to relax or handle some chores around the house while we care for your Pup.

Will my pup be exhausted after the appointment session?

It’s typical for your Pup to find a nice cool spot on the floor and lay out for a while. You will hear them panting and they may even get a random burst of energy but that’s normal. If you are going to feed your Pup, its good to wait until their heart rate goes down since they just completed a good workout.

Waste Removal Service Questions

Do I have to be home during the appointment session?

No, you do not have to be home, as long as you give our Pup Handlers access to your yard. When you request the service, please ensure that you leave information about how the Pup Handler can access your yard if you will not be home, whether that is through an unlocked gate, combination lock, etc. If there is any passwords or entry codes that the Pup Handlers need to know please list that information in the service request. If your yard cannot be accessed for the sessions for any reasons (gates locked, passwords or entry codes given incorrect or not provided, Pups in the yard, etc), you will be charged for the full service price.

How will I know that it’s actually the Happy Pup And Play Pup Handlers in my yard?

Our Pup Handlers wear uniforms when servicing your yard. We also leave a door hanger and/or notes in the client portal so you know that your appointment has been completed.

Do you take the Pup waste with you or leave it in our outside trash can?

Some local laws and ordinances do not allow for transporting Pup waste. If transporting Pup waste is allowed, our Pup Handlers will remove it when they complete the session. If transporting Pup waste in not allowed, our Pup Handlers will tie off and secure the bag and leave it in your trash can outside or any other place agreed upon.

Can my Pup(s) be outside during the appointment sessions?

Although our Pup Handlers love Pups, we ask that no Pups be in the yard during the appointment session. This avoids any unnecessary risks in case the Pups are having a bad day, unfriendly or territorial.

Do you offer waste removal services year-round?

Yes, Happy Pup And Play offers services year-round. See “Do you still complete the sessions if there is inclement weather?” question.

Do you still complete the sessions if there is inclement weather?

Do I need to cut my grass for appointment sessions?

Unfortunately, we cannot provide our best service with tall grass. Happy Pup And Play ask that you do your best to keep your yard mowed so that we can do our best to provide the waste removal service.

Is Pup waste a good fertilizer?

Absolutely not, Pup waste is not a good fertilizer. Pup waste is not the same as cow manure as it can cause health risks for humans, Pups and other animals, if not properly removed.

Do you only offer waste removal for residential properties?

No, we also offer waste removal for commercial properties as well. For commercial pricing and servicing, please call or email Happy Pup And Play directly.