Frequently Asked Questions

REGISTER & SET UP AN ACCOUNT WITH PET PAWSITIVE IN BELLEVILLE

1.  Create your account here.  Exit that window once you've created your account.  Complete the information required, read Pet Pawsitive's  service agreement prior to agreeing to abide by it, click submit , then exit out of the automatic login page
2. LOGIN to your portal here. Enter User ID (email address) & password 
3. Please complete the following tabs: PETS TAB - complete your pets profile, description, feeding instructions, meds, vet info and submit. Contact Information - complete all required information on this page  including - emergency contacts at the bottom of the page (which need to be people other than yourself or your spouse, you and your spouse are primary contacts and should have your information listed under contact information)
4. Request Services <SCHEDULE SERVICE TAB> select BOOK A NEW SERVICE
5. Select  <1 Dog Pawsitive MEET & GREET> from the drop down menu (dogs only). In text field below, type in the evening that works best for you from 630pm-730pm. (If you are not available in the evenings during this time, then please select < 1 Dog SOCIAL ASSESSMENT >  or <1 Puppy SOCIAL ASSESSMENT> and we will do an over the phone interview with you instead. Please include the day and time you want to drop off your pup mon-fri 7am-5pm, we may be able to accommodate weekends.
6. Cats - SCHEDULE SERVICE TAB - BOOK A NEW SERVICE - SELECT 1 CAT SINGLE CONDO OR 2 OR 3 CATS DOUBLE CONDO. 
7. In the text field type in the date and time of drop off and date and time for pick up. 
8. Check email often for a response to your request, including JUNK/SPAM FOLDER. The email will come from PetSitClick. 
9. Once you receive your email, please add the email address to your contacts to prevent going to spam folder in the future. PLEASE NOTE: Once We Receive Your Request We Always Contact Your Vet To Confirm All Vaccines Are Up To Date And If Older Than 6 Months Old We Do Require Them To Be Spayed Or Neutered. PLEASE CONTACT YOUR VET TO GIVE PERMISSION TO YOUR VET TO SPEAK WITH US. 
10.  New Process - One of our Pet Care Specialists will contact you to schedule an over the phone interview. This is a History Assessment which allows us to make sure we schedule your dog to be with the right dogs that best suit your dogs personality and play style. 
11. Once the interview is completed, your social assessment will be scheduled. Clients will receive an email once the assessment is scheduled which will include reminder details that were discussed during the interview, please read it.

A Pawsitive Meet & Greet is a FREE of charge, 30 minute scheduled meeting between 630pm & 730pm at our resort with you and your pup(s). This meeting includes a tour of the facility and an interview so we can learn as much as possible about your pup(s) and it's an opportunity for you to ask questions to learn all about us and what we have to offerThis meeting allows for your pup(s) to get familiar with the resort while having their security blanket with them, you their pet parent. 

No worries, we are happy to schedule an over the phone with you and a tour separately without your pup(s). We can only offer 630pm-730pm for pups to come into the resort because our vacationing dogs will be resting after dinner in their suites during this time. 

CATS  - FVRCP, Rabies, Feline Leukemia (Outdoor Cats)

DOGS - DHPP (Distemper, Hepatitis,Parvo, Parainfluenza), Rabies & Bordetella (Kennel Cough)

Puppies- We accept puppies as young as possible to capture their prime learning age 8 -16 weeks old, however all puppies must have be up to date within their vaccine schedule PLUS have their bordetella (kennel cough) vaccine. PLEASE NOTE: Pet Parents must request this vaccine for their puppy as it is not included with the mandatory puppy vaccines. 

If your puppy is younger than 6 months old, they can start daycare as soon as possible. If your puppy is 6 months or older, than they need to be spayed/neutered. 

Puppies are discharged from daycare at 7 months old if intact, and possibly sooner if negative behaviours start that are hormone driven. We encourage clients to always have a back up plan for care for their puppy so they are prepared for when their pup is discharged. 

We understand some pet parents want to wait for their pup to be spayed or neutered until their pup is at least a year or maybe even 2 years old. We support our clients decision, however due to safety issues all pups must be spayed/neutered that are older than 7 months if they start with us prior to 6 months old. 

All puppies that have been discharged from daycare due to being intact will need to be reassessed before returning to daycare, Hormones have a huge impact on dogs behaviours, so dogs behaviours can change drastically after surgery. We want to make sure that each pup that returns to daycare is still the fun loving pup they were prior to surgery. 

Be prepared for a phone interview and to schedule a 4 hour reassessment before your pup is able to return to daycare as usual. The good news is that clients will now fall under doggie daycare instead of puppy daycare. 

Pet Pawsitive's 4 hr social assessment is a minimum of 4 hrs, we assess your pup on their social skills which includes how they greet other dogs, toy sharing, energy level, play methods, social skills with humans & temperament. Our goal is to best match your pup with other pups based on these characteristics, we also take into consideration their size and strength. 

PLEASE NOTE: we will not pass dogs that show any signs of aggressive behaviour towards other dogs or our staff. Regarding any other inappropriate behaviour, depending on the severity,  we will try to work with you and a trainer to help curb these bad habits. 

PLEASE NOTE: Dogs that receive a "conditional pass" will only be able to book day by day.  

PASS: Dogs that pass their social assessment will be given a 4 week plan of either once a week or twice a week, depending on the outcome to start, just to get the dogs familiar and comfortable with our facility, staff and daycare dogs.  If clients wish to have their dogs vacation with us we do require a trial night before booking an extended stay or a 10 hour daycare day prior to a weekend vacation to allow the dog to get familiar with our suites, routine and staff to ensure they are as comfortable as possible during their vacation. 

Social Assessments are typically scheduled MON-FRI between 7am & 5pm, if this does not work with your schedule we may be able to accommodate on a weekend but we need to have 2 Pet Care Specialists on duty to conduct the assessment and we need to have the right amount of dogs to be able to schedule the assessment. 

When you arrive, one of our Pet Care Specialists will greet you and your dog outside and observe their initial behaviour,  then they take the leash from you and ask you to leave immediately, this is to allow your dog to bond with our staff and develop a trusting relationship as it's normal for new arrivals to feel a bit scared, unsure, etc and this is why we give them the back yard to themselves to have time to roam around, smell the roses if you will, do their business and just relax while they get use to our facility. This also helps with separation anxiety from the pet parent. 

Once your pup becomes comfortable and curious we start to introduce our most docile dogs that best match their size & weight one at a time and then we will introduce the more energetic and playful dogs etc. 

Once the 4 hrs is up and you come pick up your pup, we ask that you greet your pup in a calm manner and wait to give cuddles once you get home, this helps keep all our dogs in our care calm but also helps prevent separation anxiety as well. Add an answer to this item.

Our 4 week program is necessary because 4 hours just is not enough time for a dog to feel 100% comfortable in a new environment without their pet parents.  Dogs must be 100% comfortable before we can see their true personalities.  The 4 week program allows for your pup to build their independence & confidence while learning proper social skills with their new friends and growing a strong bond with our Pawsitive Team. It also teaches your dog that you are coming back for them. They get use to being dropped off and picked up, which builds trust that you are not abandaning your dog, this helps ease them when they vacation with us.  Our goal is to create a plan and environment that focuses on a safe fun place for all dogs we accept into facility. 

Our minimum daycare day is 5 hours. We've set this time line to allow Dogs and/or Puppies time to get their zoomies out, and then relax and play again before going home. Our goal is to teach all dogs how to relax and be calm in  as a social setting. Being able to relax (turn the switch off) is key to having well balanced social dog. 

Behaviours can change in a very short period of time with dogs, so we encourage our clients to have their dogs attend daycare monthly to maintain their social skills. If we haven't seen your dog within 3 months or longer they will be required to be reassessed and start the process all over again, starting with an over the phone interview. 

Regardless, if you want your pup to attend daycare or just vacation with Pet Pawsitive, all dogs must complete the social assessment process plus the mandatory 4 week program plus a trial night prior to vacationing with Pet Pawsitive. 

Although daycare is a fun safe place for dogs to play with their friends, vacationing can be very stressful on a dog due to being away from their loved ones and not in the comfort of their own home. Dogs get homesick too. 

If your pup does not attend daycare regularly, to prepare them for vacationing we require clients to have their pups attend daycare a few times per week, 2 weeks prior to vacationing services starting. This will allow them to get use to our routine, bond with our staff, and get familiar with their suites again. Preparing your dog for their vacation is key to ensuring they have a fun, stress-free vacation. 

Drop Off Times: 7am-1:30pm  

Pick Up Times: 7:30am - 9:30 pm 

Please Note: If any pets are NOT picked up by 9:30pm then they will be spending the night, as our staff needs the last 30 mins of the day to take all dogs out for last chance pee and tuck everyone into bed.

Pet Pawsitive is staffed from 7am-10pm, 7 days a weeks 365 days a year, there are staff that live on the on the property all year around 

Pet Pawsitive schedules appointments for drop offs and pick ups every 15 minutes. We encourage clients to arrive on time, late fees will apply if clients arrive later than 15 mins from their scheduled arrival time.  

1. Due to having separate play groups, we need to ensure each dog can safely have the back yard to do their doggy business for 15 mins prior to being placed into their play group. 

2. Not all dogs get along so we need to ensure each dog can safely enter our facility without being in contact with dogs they don't along with. 

3. Cats get easily stressed out so we need to ensure we have a safe pathway to their suite. 

3.  We invoice based on time. 

NOTE: Other than prepaid packages, PLEASE DO NOT E-TRANSFER THE PAYMENT PRIOR TO RECEIVING YOUR INVOICE - this causes mass chaos for us on our end and for our accountant and his team, which costs us extra for their time. Please include the invoice # in the Memo of the etransfer so we can apply the correct payment to the correct invoice. 

Social Assessment/Reassessments:  Clients are required to pay at the time of booking the social  assessment to secure their 4 hour time slot. Clients will receive an invoice and once the payment is received then the services will be confirmed. 

Single Day Services ( Doggie/Puppy Daycare) - On the day of the service, we will email our clients the invoices for the day after the last dog arrives that day, generally before 2pm. We ask that all clients etransfer their payment prior to 6pm when possible and for sure before 11pm each evening to prevent a Late Fee Charge. All e-transfer are to be sent to info@petpawsitive.ca, the instructions are included in the email with the invoice. 

Prepaid Doggie/Puppy Daycare: All Prepaid Packages must be paid for prior to scheduling the services, as PetSitClick generates the invoice and receipt at the same time it's scheduled. This is the only time we require payment prior to receiving your invoice. Please add Prepaid Package for "dogs name" in the Memo of the etransfer. Clients will be emailed their receipt of payment once the services have been scheduled. 

Vacationing Services: All vacationing services require a 50% deposit to secure the booking. The invoice will be emailed at the time the services are scheduled, requesting the deposit to be paid within 24 hrs of receiving the invoice to secure the booking, the balance is due prior to drop off. Clients are welcome to pay the full balance instead of just the deposit but are not required to. Please include the invoice # in the Memo Field of the etransfer. 

Pet Pawsitive charges a late fee because we plan and organize the pets within the resort prior to your arrival. By being late we have to scramble around and shuffle the dogs around to accommodate your arrival, this is very disruptive for our staff and the dogs.

Late Pick Ups:  THERE IS NO LATE PICK UP FEE, Clients are only charged for the extra time, keep in mind though, the latest pick up is 930pm, if a client is not able to make 930pm, the pet MUST  spend the night. The last 30 mins before bedtime is desiganted to getting the pups out for last chance pee, bedtime tuck ins, treats and medication if needed. 

Vacationing Services: Yes, we do require a 50% deposit to be paid within 24 hrs of receiving your invoice to secure your booking, the balance of the invoice is due prior to drop off.

Daycare Services: No, we do not require a deposit at time of booking, daycare fees are due prior to pick up at the end of the day for single days. Prepaid Packages have to be paid in full at time of booking.  

Yes, we do offer prepaid packages for both half days and full days in blocks of 5 & 10 days, these packages do expire within 60 days from the date of purchase. The savings are 5% & 10%, the more you buy the more you save. There are no refunds for prepaid packages, no exceptions.  

DAYCARE SERVICES:  Pet Pawsitive must be notified through the PetSitClick portal of the cancellation PRIOR to the Client’s drop off time to prevent being invoiced as a “NO SHOW” and being charged the full fee.  If Notified prior to drop off, there is no cancellation fee.

Pre-paid Daycare: If Clients submit their cancellation request prior to their scheduled drop off time for daycare, and include their rescheduled date and times, the prepaid daycare day will be rescheduled for the date requested unless it's past the expiry date of the prepaid package. 

The client will lose their prepaid day if the request is received after their drop off time or if they don't reschedule for a day prior to the expiration date of their package.   No Credits/refunds will be granted for Prepaid Daycare Packages. No Exceptions. Prepaid Daycare packages cannot be used toward vacationing services or any other service other than daycare. All pre-paid daycare packages expire within 60 days. ​

VACATIONING SERVICES CANCELLATION POLICY 

Clients will receive an invoice within 24 hrs from submitting their "vacation" request, requesting a 50% deposit to be paid within 24 hrs of the invoice being emailed to the client to secure the booking, The balance is due prior to drop off time scheduled. 

Clients do have 24hrs from the time the service request was submitted to cancel without being subject to a cancellation fee,  however, an administration fee of $17.25 will be charged for the administration time.  If the cancellation request is received less than 24 hrs from the drop off time scheduled then cancellation fees will apply.  

PLEASE NOTE: If Pet Pawsitive does not receive the deposit within 24 hrs the client is at risk of losing the booking to another client. We base our bookings on first come first paid. However, this does not mean that the original booking is automatically cancelled. If the client wishes to cancel they still must submit a cancellation request by using the View/Change/Cancel Tab. If Pet Pawsitive books another client within the suite that the deposit was not received for, the client will be notified immediately that their suite is no longer available, at which point the client will be invoiced the $17.25 plus tax administration fee.  

Pet Pawsitive does not issue refunds or credits if pets are picked up earlier than what is scheduled. Once the vacation starts the client is committed financially for the duration of their vacation.  

All cancellations must be received through your customer portal to be cancelled, the date the cancellation request submitted is the date that will be noted as the cancellation notification date. If cancellations are not received through PetSitClick or the client does not cancel their stay, they will be invoiced as a "No Show" for full rate of their stay.  

CANCELLATION FEES- (Dogs) Pet Pawsitive charges a $32.78 cancellation fee per night per suite unless 14 days notice is provided by the client prior to the first day booked by the client through PetSitClick ONLY. If 14 days notice is provided the full deposit minus the administration fee will be credited to clients account, if 14 days notice is NOT provided the client's account will be credited the deposit minus the $32.78 cancellation fee per night per suite. If the client shortens the stay of their pets once their pets vacation has begun there will be no refunds/credits warranted.    

CANCELLATION FEES- (Cats) Pet Pawsitive charges a $20.13 cancellation fee per night per suite unless 14 days notice is provided by the client through PetSitClick ONLY. If 14 days notice is provided the full deposit minus the administration fee will be credited to clients account, if 14 days notice is NOT provided the client's account will be credited the deposit minus the $20.13 cancellation fee per night per suite. If the client shortens the stay of their pets once their pets vacation has begun there will be no refunds/credits warranted.

Yes, we do offer multiple dog discounts for daycare and multiple pet discounts vacationing services (if sharing the same suite or condo) along with discounts when purchasing prepaid daycare packages. 

EXCITING NEWS!! OUR PAWSITIVE LOYALTY PROGRAM STARTS ON DEC 1ST, 2024!!

Pawsitive Daycare Loyalty Program Rules

* Must attend 14 days within 90 days or 3 months to receive 15th day free

* Clients must complete the 4 week program following the social assessment

* Card must be present (handed in) to receive the 15th day free

* Card must be dated & initialed at drop off or pick up each visit

* Free day is valid for the same daycare package with same value

* Client's receive one card for each daycare package ie. 5 hr day, 10 hr day, 15 hr

* Free day must be redeemed within 6 months of the date the card was issued

* Lost cards, must start a new cycle with new card

* Social Assessments & Reassessments cannot be counted as a day used.

* Free days cannot be used in exchange for a reassessment

* No Cash Value

Pawsitive Vacation Loyalty Program

* Clients receive their 15th night free, no expiration date

*Redeem One Free Night Per Vacation 

* Card must be presented to be redeemed

* Cards need to be Initialed & Dated by staff at pick up

* One paw initialed per vacay night

* Clients must follow our resort policies to redeem the free night

* If client has been absent for over 3 months then a reassessment is required prior to scheduling the free night.

* No Cash Value

7am ~ First Chance Pee

-730am ~ Breakfast is Served  

-830am-11am ~ social time  

-11am-1pm - Lunch is Served and/or nap time

-1pm-4pm - social time  

-4pm ~ Relax Time 

-5pm ~ Dinner is served 

-6pm -9pm  ~  Movie Night in the Luxury Doggie Lounge

-930pm ~ Last Play/Last Chance Pee

 -945pm ~ Pawsitive Tuck In Service/Bedtime 

***Please Note: we do give more frequent naps to dogs that need it as every dog needs are different. 

First, ensure that your pet's profile is completed with all feeding instructions, portions and meals per day, medications -name, dose, method given and what time of day given. 

We also require 2 emergency contacts are listed on your account other than the owner of the pet(s). 

FOOD: Kibble - Please preportion each meal with their name on it and breakfast/lunch/dinner if different portions for each meal. 

RAW - Please ensure we know how many ounces are fed per meal if you want to bring bulk and if you feed it thawed or frozen. It's ideal to portion their meals as well in baggies and we will pull from the freezer as needed the night before and place in the fridge to thaw overnight. 

TOYS: You can bring any toys you like for your pets except NO RAWHIDE, we will not allow your pets to have any rawhide while in our care due to being a choking hazard.

​BEDDING & BLANKETS: You may bring any bedding and blankets from home if you wish, we ask that you complete your pets profile including whether or not you want a luxury bed in your pets suite or not.

CRATES:  If your dog is crate trained at home, we encourage you to bring their crate. We no longer supply crates. 

TREATS: Please bring treats for your pets that they are use to, this will prevent any upset tummies. 

KITTY LITTER: We provide litter boxes and clay clumping kitty litter, so no need to bring from home unless your kitty requires special litter. 

It is HIGHLY recommended that all new Cat Clients book an evening tour with us prior to check-in,  as our staff are way too busy with caring for the pets in our care during the day to assist clients. 

New Dog Clients are welcome to book an evening tour if they choose,  prior to booking the meet & greet, however the tour is included with the Meet & Greet appointment. 

All tours are scheduled in the time frame of 630-8pm in the evenings.  

Our Pet First Aid trained staff will assess your pet if an illness or injury is suspected, we then will isolate your pet from the others, depending on the severity we may contact one of our vets on call to come to our facility to assess and treat your pet then contact our client or if less severe we may contact our client then call our vet on call. If our vets are booked up for the day, we will contact the clients vet and arrange for client or emergency contact to come and transport the pet to their vet. If this isn't possible we will transport your pet to your vet for a min fee of $60 based on $60/hr charge. 

PLEASE NOTE: If your dog is suspected of having kennel cough or a doggy cold we will require that your dog be seen by a vet to be treated and to be also cleared by a vet to be able to return to our facility for daycare or vacationing services. If we suspect that your dog has one of these contagious illnesses when dropping off we will refuse them at the door. If your dog starts to show signs and symptoms of these illnesses after attending our facility it is our clients obligation to contact us to let us know so we can take the proper steps to notify other clients of dogs that played with your dog at daycare. 

Minor injuries can happen during doggy play time and if our staff suspects of any injuries we will notify the client at time of pick up after daycare or treat in house if vacationing with us for example, scratches 

ALARM SYSTEM - Pet Pawsitive has an alarm system and is monitored by Alarm Systems in Belleville 24/7

FIRE ALARM SYSTEM - We have a completely separate state of the art FIRE ALARM SYSTEM that communicates directly to our fire stations and it is highly sensitive to any form of heat.  We have a 5 min response time from the fire station down the street. 

DOOR LOCKED AT ALL TIMES: All our doors are locked at all times, when clients arrive they must call 613-779-5900 for a staff member to let them in, this is temporary until our security access door is installed. At which time we will have a buzzer to push at the entrance door for access into the resort.

CAMERA SYSTEM - We have 16 cameras that monitor our resort inside and out so we can observe the dogs at anytime and any unusual activity outside our resort. We can view this at any time from our smart phones or from the huge monitors in the resort.​​

​Please Note: The owner of Pet Pawsitive lives on site, so if an alarm goes off they will be first to respond. We have multiple fire extinguishers onsite along with Pet First Aid Kits and People First Aid Kits.  

EVACUATION PLAN: Pet Pawsitive has an evacuation plan in place in case we have to evacuate the building.