Madison West Store Policies & Fees

Store Policies & Fees

Lobby Hours

Weekdays: 7:00 a.m. – 7:00 p.m. | Saturdays: 10:00 a.m. – 5:00 p.m. | Sunday: 11:00 a.m. – 2:00 p.m.

Open-Play Schedule

• Weekdays:
  • Full Day of Daycare: 7:00 a.m. – 7:00 p.m.
  • Half Day of Daycare: 7:00 a.m. – 12:00 p.m. or 2:00 p.m. – 7:00 p.m.
• Saturdays:
  • Half Day of Daycare: 10:00 a.m. – 5:00 p.m.
• Sundays:
  • No daycare available, playgroups reserved for boarding dog open play

Scheduled Dog Rest Periods:

• Naptime: 12:00 p.m. – 2:00 p.m.
• Canine Coaches’ optional 15 minute breaks at approximately 9:00 a.m. and 4:00 p.m.

Drop Offs & Pick Ups:

• Dogs dropped off or picked up 15 minutes before or after lobby hours will incur a $20 fee
• Dogs who are not picked up by 30 minutes after lobby close, will be automatically checked in for a night of boarding, at additional cost, and may be picked up the following day.
• Enrolled dogs may upgrade their plans to include free early drop offs between 6:30-7:00 a.m.
• New dogs in Orientation (first 3 plays) are required to be dropped off between the hours of 7:00 a.m. – 8:00 a.m., with preference as early as possible, to allow them time to meet our Canine Coaches and acclimate to the playroom
• Dogs should not be dropped off or picked up during naptime to avoid disrupting others’ rest

Daycare Policies

Scheduling

• Non-enrolled daycare requests are accepted based on playgroup occupancy. Appointments must be submitted via the owner’s portal (Dogtopia App or Desktop) in order to be added to the waitlist. Requests made over the phone, email, or in person will not be added to the waitlist. Openings will be offered to those on the waitlist in the order of request.
• Enrolled dogs’ schedules are reserved from the commencement date through December 31st of the calendar year. They auto-renew on December 1 for the following calendar year unless a change is requested.

Cancellations & No Shows

• Cancellations must be received by noon the day prior to the reservation or your dog will be considered a no show to the reservation and the following will apply:
  • Owners who do not have enrollment plans will be billed $20
  • For owners who have enrollment plans, the reservation will be considered a use of one play from your dog’s plan.

Daycare Black Out Days

• During peak boarding seasons, Dogtopia of Madison West does not approve any Pay Per Play daycare use or additional plays for enrolled dogs. These dates are announced annually but occur around Spring Break, Fourth of July, Thanksgiving, Christmas, and New Years.

Enrollment Plans

• Weekly schedules are approved on a first come, first served basis.
• All pauses, upgrades or downgrades, and cancellations must be submitted in writing.
• You may pause your billing up to 6 weeks in total each calendar year but we must be notified before the billing day and plans that are paused for more than 4 consecutive weeks will be automatically cancelled.
• Daycare reservation cancellations are not refunded unless the cancellation is involuntary and required by Dogtopia policy.
• Cancellations of a dog’s reserved appointments does not pause or cancel the enrollment agreement unless a request to pause or cancel is specifically requested by the pet parent in writing.
• Please review the enrollment agreement HERE for other enrollment policies.

Naptime Meal

• Pet Parents may provide a meal or treat for their dog to be served during the 12:00-2:00 p.m. naptime. The food must be provided in a sealed ziplock bag with your dog’s name on it. Leftovers from the meal will be returned to you in the same bag. Bags that are not labeled with a name will not be served nor returned to you.
• We do not keep records of daycare dog’s appetites beyond the day they are fed. If you have a question regarding your dog’s meals, please contact us on the day in question.
• The first time we serve your dog at naptime, you will be charged the purchase of one of our dog bowls at the cost of $5.21 + tax. The bowl purchased will fit your dog’s size and need (regular, slow feeder, non-flip, etc.) and will be assigned by a staff member, but the cost will not differ. This will be a one-time purchase not charged per meal. The dog bowl will be stored at our daycare until you request it returned to you. This fee allows us to provide our daycare services tax free.

Boarding Policies

Drop Offs & Pick Ups

• All boarding dogs should be checked in by 12:00 p.m. Monday-Saturday and between 11:00 a.m. – 2:00 p.m. on Sundays. We will approve check in times between 12-lobby close Monday-Saturday; however, a $20 convenience fee will be applied.
• Boarding rates automatically include participation in off-leash open play from 7:00 a.m. the day of drop off to lobby close the day of pick up.

Boarding Cancellation Fee

• Boarding reservations cancelled less than 48 hours prior to check in will be charged a $36 cancellation fee, which is equivalent to one night at our lowest boarding rate.
• Boarding reservations during holidays that are cancelled less than 48 hours prior to check in will be charged 50% cost of the original boarding reservation.

Play Before Stay Policy

• All new dogs using Dogtopia’s boarding services must have successfully completed a Meet & Greet prior to their first boarding stay and have completed 2 full-day or Saturday plays at Dogtopia prior to check in
• All dogs are required to play at least once in the 30 days prior to each boarding stay in order to ensure acclimation and staff familiarity.
• Dogs who have not participate in open play in the last year will be required to complete another Meet & Greet, at no cost, before they play.

BOARDING GUIDELINES & ADDITIONAL FEES

• Storing belongings: We will assign each dog a bin to store their bedding and belongings in during their stay. Bins are approximately 18″l x 14″w x 10″h. When packing for your dog’s stay, please keep in mind that all belongings, with the exception of food and meds, need to fit in this bin.
• Labeling belongings: Everything must have your dog’s name on it. If an item is not labeled on arrival, we will label in with a Sharpie marker.
• Meals: Each meal must be packed into individual self-sealing bags, disposable preferred. If the ratio of food differs between meals, please label the bags with the appropriate meal (AM, Lunch, PM). Failure to proper prepare meals will result in a $1/bag fee for our time and supplies.
• Medications, vitamins, and supplements: These should be packaged separate from the meal bags and do not need to be pre-portioned out. Pill bottles or pill organizers are fine. Please pack necessary supplies such as pill pockets, droppers, etc. We do stock some supplies complimentary in-house but will have more success administering medication if the administration method is the same as home. We cannot administer injections. 
• Bedding: You may bring bedding, clothes, towels, etc. so long as they fit into the tote. We stock complimentary bedding if you prefer to use ours.
• Toys: You may pack 1-2 favorite toys that are safe for overnight, unsupervised play. Unsafe toy materials include rope, stuffing, squeakers, and raw hide.
• Vaccinations: If your dog is overdue for any vaccinations, Dogtopia reserves the right to deny your boarding request all the way up until check-in or to refrain from allowing your dog’s participation in open play. If this is the case or if your dog is suspected of being positive for a any contagious illness, they will be removed from open play and provided special care at the additional cost of $20/day.
• Open Play: All boarding dogs must remain eligible to participate in open play with our daycare dogs. Open play is included in your boarding rate.
• Schedule: Boarding dogs wake at 6:00 a.m. and begin nighttime rest at 8:00 p.m. They are fed breakfast around 6:30, lunch at 12, and dinner at 7:00 p.m. All boarding dogs receive a 1-hour digestion break from play following eating to prevent bloating.

SPA & GROOMING Policies

Scheduling Appointments

• Appointment availability varies by employee availability. To view availability and to book your appointment, go HERE.
• Dogs do not need to utilize our daycare or boarding services in order to schedule spa or grooming appointments and a Meet & Greet is not required for new customers; however, all dogs are held to the same health policies.
• Dogs who are requesting a grooming appointment on the same day as a daycare play will be returned to play after the service(s) is complete unless they are picked up within 1 hour of the end time of their appointment.
• Advanced reservations are recommended for spa services; however, same-day spa requests will continue to be accepted as the schedule allows.

Pricing

• The cost of signature baths, brush outs, and grooming services range based on the breed standards, size, coat condition, and coat type. Any cost provided to you verbally or in writing prior to a service is a quote and may increase or decrease upon the Groomer’s inspection. The final cost will be charged at pick up.

Training Policies

• Payment taken for a workshop may be applied as a credit towards a private training or play & train program if enrolled in the program within 1 week of the date of the workshop.
• There are no refunds available for Group Classes; however, within 6 months of making payment, already processed funds may be applied to other Classes that may be a better fit.

Health Policies

• All dogs who utilize daycare and boarding services must be current on Bordetella, rabies, distemper/parvovirus, leptospirosis, and canine influenza vaccines.
• Titers are not accepted. All vaccines must be performed by a licensed veterinarian or veterinarian staff member.
• Dogs must be at least 12 weeks old to utilize Dogtopia’s services. Dogs older than 7 months must be spayed or neutered to participate in open play. Dogs 10 years and older will be reviewed annually for health and behavior changes that may affect their participation in open play. *Puppies 8 weeks-12 weeks may participate in Ready SET Puppy Club with an additional waiver.
• All dogs are required to be current on flea & tick prevention. If opting to use a topical treatment, please ensure 24 hours has passed before your dog uses our services.
• If your dog is diagnosed with a contagious illness, we require that you notify us immediately. We track these notifications in our system and will inform our clients of vet-confirmed cases as they become a concern to others. Failure to report may result in termination of services.
• Illnesses do not originate at Dogtopia but are contracted and brought into our environment by dogs who are carriers. Dogs may be carriers and not exhibit symptoms; however, if our staff observe symptoms of contagious illness in any dog in open play, that dog will be isolated appropriate to the symptoms until the owner or alternative caregiver is able to pick up the dog. We do not issue refunds for the reservation affected.
• At any time, Dogtopia reserves the right to require a veterinary consultations, exam, fecal floatation, panel, antigen test, or any other diagnostic testing. Your dog may not return to play until this requirement has been fulfilled and the test result has returned negative or in the case of Giardia, is post-diagnosis free for 7 days. If your dog is enrolled, their billing will be paused automatically.
• To return to Dogtopia following a diagnosis of a contagion, your dog must complete the vet prescribed treatment and meet the following criteria:
  • Giardia: post-diagnosis symptom free for 7 days OR receive vet communication indicating your dog is not contagious to others
  • Hookworms/Tapeworms/Roundworms/Whipworms: post-treatment symptom free, confirmed with a negative result on a fecal test
  • Canine Cough: symptom free and be 14 days post diagnosis or presentation of symptoms
  • Viral Conjunctivitus (Pink Eye): post-treatment symptom free
  • Canine Oral Papillomas (Puppy Warts): post-diagnosis symptom free OR receive vet communication indicating your dog is not contagious to others
  • For all other diagnoses, please inquire with a Manager

Playgroup Safety

• Our staff assign dogs to playgroups with like-minded dogs and will communicate to you which playgroup we feel your dog will have the most fun in and make the most friends. Dogs may transition between playgroups based on the dynamics of the groups that day, as they age, have life experiences, and develop different preferences. It is normal for dogs’ behaviors to change and develop as they play at Dogtopia.
• If your dog develops challenging behaviors, Dogtopia may request that your dog completes “homework”, participate in a development plan, change their daycare schedule, or take a break from daycare to work on specific skills. To deny these requests is to voluntarily withdraw your dog from our services.
• At any point, we may determine that we are no longer the best match for your dog’s needs. We reserve the right to deny daycare and boarding services to any dog, without prior notice.

Customer conduct

All customers are expected to treat our employees with courtesy and respect at all times. Any form of verbal or physical abuse towards our employees will not be tolerated. This includes shouting, swearing, threats, or any other behavior that makes our staff feel unsafe or disrespected. We reserve the right to deny service to any customer who fails to adhere to this policy. If a customer’s behavior is deemed inappropriate or abusive, they will be asked to leave the premises immediately. Our employees are encouraged to report any incidents of abuse or disrespectful behavior to management. Appropriate actions will be taken to ensure the safety and well-being of our team.