Question 1

What vaccinations do you require?

Accepted Answer

Every dog must be current on rabies, DHPP (distemper/parvo), and bordetella, with records uploaded to your Pinehaven account before the first visit. Records are stored privately and are visible only to you and Melanie.

Question 2

What is the cancellation policy?

Accepted Answer

Walking, drop-in, and membership visits cancelled or no-showed inside 24 hours are charged a flat $20 fee. Anything cancelled outside the 24-hour window is free and confirms instantly.

Question 3

How do service windows work?

Accepted Answer

Recurring walks and drop-ins are scheduled into a window rather than an exact clock time, so the route can run efficiently: Morning 8:00–10:30 AM, Midday 10:30 AM–1:30 PM, or Afternoon 1:30–4:30 PM. Your dog is seen inside the window you hold. If your dog medically needs an exact time — insulin, for example — ask about a limited premium exact-time slot.

Question 4

Do you offer weekend service?

Accepted Answer

Dog walking and drop-in care currently run Monday through Friday. Adventure Club outings run on scheduled weekdays.

Question 5

How does payment and billing work?

Accepted Answer

You keep a card securely on file (handled by Stripe — card numbers are never stored by Pinehaven). Memberships auto-bill monthly. À la carte visits are charged per booking. Late-cancellation fees are charged automatically to the card on file per the policy above, and you're emailed a receipt explaining exactly what was charged and why.

Question 6

How is a vet visit or Concierge appointment priced when the duration isn't known?

Accepted Answer

The first hour is booked and charged at the posted rate, which reserves the block of time. If the appointment runs longer, additional time is billed in 30-minute increments after the fact, once the actual time is logged — with the logged time shared with you. If it runs short, the unused part of the first hour isn't refunded; the first hour is a minimum booking, not a metered rate.

Question 7

What happens in an emergency?

Accepted Answer

Your intake forms include your veterinarian, an emergency contact, and a written medical authorization with a spending limit you set. In an emergency, Melanie transports your dog to your listed vet or the nearest emergency clinic, contacts you immediately, and keeps contacting your emergency contact until someone is reached.

Question 8

What happens to an Adventure Day in bad weather?

Accepted Answer

Adventure Days run Tuesdays and Thursdays with pickups 8:00–9:00 AM, trail time 9:30 AM–12:30 PM, and drop-offs completed between 1:00 and 2:00 PM. If it is too cold, please send winter gear — the outing may become something gentler and more bearable for the dogs. If it is too hot, the hike is shortened or swapped for a water activity. When conditions aren't favorable for outdoor time, we shift the adventure indoors to a private dog play area at The Downtown Dog Spot in Waukesha — we do our best not to cancel or reschedule. If there is severe weather or heavy rain, you choose a 1:1 home visit or enrichment session with Melanie, a cancellation, or a reschedule. Any change to the plan is communicated to you before the outing, never after.

The questions worth answering plainly.