Cancellation and refund policy

Cancel a Day Rate or Night Rate booking at least 48 hours before drop-off and we'll give you its full value as credit for a future booking. Credit isn't paid out as money.

In the peak months (June, July, December and January), spots are limited, so peak-month bookings and Night Rate Bundles need at least 14 days' notice for credit.

Cancelling later than that, or not arriving, means the booking is charged in full. If you need to, ask us about moving your dates: we'll do our best if there's space.

To change your dates, WhatsApp us on +27 72 492 9387 or email info@tailhaus.co.za with the same notice as above. If there's space on the new dates, we'll move your booking. If the new dates cost more, for example moving into the peak months, you pay the difference.

Cancel an Unlimited Day Visits or Unlimited Sleepovers pass before its start day for credit to its full value. Once the pass has started, the days you don't use aren't refunded or credited.

Picking up before the end of a booking, or using fewer nights of a bundle than you booked, isn't refunded or credited.

Every dog needs up-to-date vaccinations (including kennel cough) and a play date before their first stay. If a dog arrives without meeting these requirements, they can't join group play, and the booking is still charged in full.

If we have to cancel your booking, for example because we're closed or we can't safely care for your dog, you get a full refund to the way you paid, or credit if you'd prefer.

A booking is only confirmed once it's paid. If it isn't paid within 24 hours, we release it and nothing is charged.

Refunds go back through Payfast to the card or account you paid with. It can take up to 10 working days for your bank to show it.

Nothing in this policy limits your rights under the Consumer Protection Act.

To cancel, change dates or ask about credit, WhatsApp us on +27 72 492 9387 or email info@tailhaus.co.za.