FREQUENTLY ASKED QUESTIONS

All you need to know  before and during your dogs vacation here at Winston and Friendz click on each link to learn more about our hours, arrival policies, what to bring, and health queries. If you have any more questions please do not hesitate to ask us.

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Hours, Arrival and Policies

 

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Winston and Friendz adherence to the drop-off and pick-up rules is necessary to keep the experience stress-free for every dog. After a full day of exercise and play, and a good dinner, they are ready to settle in with their new best fur friends. If they are disturbed by after hour traffic, just like children, they think they are going home. This kind of disappointment can be very upsetting to you and your fur kid. Quiet, undisturbed evenings are crucial for a good nights sleep for every dog in residence.

Overnight Check-in times: 9 to 10:00 AM

Overnight Check-out times: 9 to 10:00 AM on day of departure
If you would like to Pick up your overnight dog up later than 10 AM you must apply an additional night fee to the end of your dogs stay.

This is a strict pick-up time.

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Reservations and Cancellations Policy

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• Payment: Full payment is required at the time of booking (Visa or MasterCard). Once payment has been made, your reservation is confirmed and non-refundable.

• Cancellations & Changes: If you cancel your reservation for any reason — including a change in travel plans, early returns, early pick-ups, or if the pet is no longer within your ownership or care — no refund will be issued.

• This policy prevents last-minute cancellations and no-shows, which can take away a space from another pet waiting to enjoy the Winston and Friendz experience.

• We appreciate your understanding, as this ensures fairness and availability for all fur-kids.

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What To Bring With Your Pet

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Food: Please bring your pets regular food and treats, no dishes or scoops. Use labelled plastic bags and/or pre-measured zip-lock bags, as they easily fit inside our storage areas. Do not send food or treats that you wish to have returned.

If there are any special instructions, note them on your profile page and on the zip lock bag.

We cater to all dogs diets including raw food but if you have any questions please contact us. All special diets should be easy for us to prepare and ideally portioned out prior to arrival.

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Beds, Blankets, Bowls & Toys: Please do not bring them as things that smell like home may make your pet feel restless. Please leave beds, blankets and toys at home. Please do not bring your dogs food bowl. We have lots here and they are washed with disinfectant between uses.

Leashes & Collars: Please remember to take your pets collar and leash at drop-off time and bring them when you return at pickup time. Things that smell like home may make your pet feel restless.

Medications & Special Diets: Please do NOT put medication in your dogs food, as this can be dangerous. All medication must be clearly marked and instructions noted on your dogs profile.

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Health Queries

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Diarrhea: This can occur for many reasons, such as changes in water or food, and simply from excitement. Diarrhea is always a possibility when putting your dog in any facility and not a reflection of neglect, or our financial responsibility.

Ticks & Fleas: Most of our clients use Heart Worm prevention, which also covers fleas and ticks.

Parasitic Diseases: Our clients care about their pets, and use full veterinary preventative methods to keep them in good health. You should regularly test your dogs stools and blood for parasites, or keep them on vet-approved medications.

 

How do you judge a dog's temperament so you know if he/she is reactive or plays well with others?

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Our business has specialized in accommodating dog guests whom we have never met before. We are very experienced in understanding different dogs, breeds and behaviours. If we see a new dog is perhaps too shy or giving us a questionable behaviour read we can start them in a smaller area. We can take our time and introduce him/her when they are ready to meet a compatible playmate, and help them integrate gradually into a larger play group.

 

Can my dog try it out?

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We love to show how beautiful our property is and there is a large window in the reception area that people can watch the dogs in their dog parks and also see our beautiful glass door kennels where your dog will be sleeping and eating in. We think a big part of keeping our guests happy, secure and safe involves keeping them well back from visitors so we do not allow anyone to enter into the indoor dog park area.

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WINSTON & FRIENDZ

Spay, Neuter & Behaviour Policy

Effective Immediately

At Winston & Friendz, the safety and well-being of the dogs in our care and our staff are our highest priorities. To maintain a safe and comfortable group environment, the following policy applies to all dogs attending our daycare and boarding services.

Dogs Over 1 Year of Age

Winston & Friendz does not accept unspayed or unneutered dogs over 12 months of age for daycare or boarding.

Once a dog reaches one year of age (12 months), the dog must be spayed or neutered in order to continue attending daycare or boarding.

This requirement applies to both male and female dogs.

Dogs Under 1 Year of Age

Dogs under 12 months of age may attend daycare or boarding without being spayed or neutered, provided that their behaviour remains appropriate and safe within our facility and group environment.

If an unspayed or unneutered dog under one year of age begins displaying dominant, aggressive, excessively mounting, territorial, possessive, reactive, or otherwise unsafe or disruptive behaviour, Winston & Friendz may immediately discontinue the dog's participation in daycare and/or boarding.

Dogs displaying aggressive behaviour or behaviour that, in the judgment of our staff, creates a safety concern for other dogs or staff will not be permitted to continue attending, regardless of age.

Safety Comes First

Every dog is different, and reaching a particular age does not determine whether a dog can safely participate in group play. Winston & Friendz staff will continually assess each dog's behaviour and suitability for our daycare and boarding environment.

Winston & Friendz reserves the right to:

• Separate or remove a dog from group play at any time for safety reasons.

• Contact the owner and require early pickup when necessary.

• Suspend or permanently discontinue daycare or boarding privileges based on behaviour.

• Require a dog under 12 months of age to be spayed or neutered before returning if behaviour associated with sexual maturity becomes problematic.

• Request confirmation of a dog's spay or neuter status.

These decisions are made at the discretion of Winston & Friendz management with the safety of all dogs and staff in mind.

Existing Clients

Clients with an unspayed or unneutered dog approaching their first birthday are responsible for planning accordingly. Once the dog reaches 12 months of age, we will no longer be able to accept the dog for daycare or boarding unless the dog has been spayed or neutered.

Thank you for helping us maintain a safe, enjoyable and well-managed environment for everyone in our care.

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