Pinehaven Pet Co. Client Agreement & Waiver

1. Your Account & Pet Information 1.1. You confirm you are at least 18 years old and are the legal owner of each pet listed in your account, or are authorized by the owner to enter into this Agreement. 1.2. You agree to provide complete, accurate, and honest information in your Pet Profile & Intake, including your pet's health, medications, diet, behavior, and history. You'll update your account promptly if anything changes. 1.3. Behavior disclosure. You must tell us about any history of biting, aggression toward people or animals, resource guarding, escape attempts, reactivity, separation anxiety, or destructive behavior. Not disclosing known behavior issues is a material breach of this Agreement and may result in immediate end of Services. 1.4. All Services are subject to a meet & greet and Pinehaven's approval. We may decline or discontinue care for any pet if we believe it's unsafe for the pet, other animals, our team, or the public. 2. Health & Vaccination Requirements 2.1. Every dog must be current on the following before any Service, with records uploaded to your account: • Rabies (required by Wisconsin law for dogs 5 months and older) • DHPP / DA2PP (distemper, parvovirus, adenovirus, parainfluenza) • Bordetella (required for Adventure Club, group outings, and Home Boarding) • Recommended but optional: Canine Influenza and Leptospirosis. These are not required for any Service. 2.2. Pets must be on a current flea and tick preventative. 2.3. Puppies must be at least 12 weeks old and have received age-appropriate vaccinations. Spaying or neutering is not required. For safety, Pinehaven cares for only one unaltered (intact) dog at a time in Adventure Club, group outings, and Home Boarding, so availability for intact dogs may be limited. 2.4. Please do not book Services for a pet that is showing signs of contagious illness (coughing, vomiting, diarrhea, lethargy, etc.). If we notice signs of illness, we may decline or modify the visit. 3. How Our Services Work 3.1. Service Windows. Recurring visits are scheduled within a Service Window, not an exact time: • Morning: 8:00–10:30 AM • Midday: 10:30 AM–1:30 PM • Afternoon: 1:30–4:30 PM Walks and drop-ins run Monday–Friday. We don't offer weekend walking. 3.2. Leash policy. Dogs are kept on-leash at all times in public spaces. Pinehaven does not use public dog parks. You'll provide a well-fitting collar or harness and leash (we may use our own if yours is unsafe). Retractable leashes are not used. 3.3. Weather. For your dog's safety, we may shorten, modify, or replace a walk or outing with indoor enrichment during extreme heat, extreme cold, ice, thunderstorms, or other unsafe conditions. The visit is still considered completed and billed. 3.4. Adventure Club & group care. Adventure Club involves transportation in Pinehaven's vehicle and time outdoors with a small group of screened, compatible dogs. You understand that outdoor and group activities carry more inherent risk than individual walks (see Part 2). 3.5. Transportation. When Services include transportation (Adventure Club, Pet Concierge), your pet will be secured in a crate, barrier, or restraint in our vehicle. You authorize Pinehaven to transport your pet for those Services. 3.6. Pet Concierge — vet and groomer visits. When you book vet appointment attendance, Pinehaven acts only as your pet's transporter and your messenger. We will communicate your questions and take notes, but we cannot consent to procedures, surgery, or treatment decisions on your behalf, except in an emergency under Section 6. Vet, grooming, and medication costs are billed to you directly by the provider. 3.7. Home Boarding. Boarding terms are in Part 3, the Home Boarding Addendum. 4. Keys & Home Access 4.1. If our Services require entering your home, you authorize Pinehaven to enter solely to provide the Services you booked. 4.2. Keys, codes, and lockbox information are stored securely and never labeled with your address. You agree to tell us about alarm systems, cameras, other pets, or anyone else who may be home. 4.3. Pinehaven is not responsible for pre-existing damage, unsecured valuables, or home conditions outside our control (e.g., malfunctioning locks, gates, or appliances). If we can't access your home using the information you provided, the visit will be billed as completed. 5. Payment, Memberships & Cancellations 5.1. Payment on file. A valid payment method is required before booking. Payments are processed securely by Stripe; Pinehaven does not store your full card details. 5.2. Memberships. Walk Club, Adventure Club, and other memberships are billed automatically each month on your billing date until you cancel. Memberships are month-to-month. You may cancel anytime in your account or by emailing us; cancellation takes effect at the end of your current billing period. Unused visits don't carry over unless your plan says otherwise, and memberships are non-refundable once a billing period begins. 5.3. Late cancellations & no-shows. • Walks, drop-ins & membership visits: Cancel with 24+ hours' notice — no fee. Cancel within 24 hours, or no-show — $20 flat fee. • Home Boarding: see Part 3. • A "no-show" includes us being unable to access your home or your pet at the scheduled time. 5.4. Pet Concierge time. Vet appointment attendance has a one-hour minimum, charged at booking. Time beyond the first hour is billed in 30-minute increments after the appointment. Short appointments are not partially refunded. 5.5. Automatic charges — your authorization. By accepting this Agreement, you authorize Pinehaven to automatically charge your payment method on file for: (a) booked Services, (b) recurring membership fees, (c) late-cancellation and no-show fees, (d) Pet Concierge time beyond the first hour, (e) emergency veterinary costs advanced under Section 6, and (f) any other fees described in this Agreement. You'll receive an email notification for each charge. Pinehaven may waive a fee at its discretion. 5.6. Failed payments. If a payment fails, Services may be paused until your account is current. 5.7. Pricing is posted on our website and may change with at least 30 days' notice to active clients. 6. Emergencies & Veterinary Care 6.1. If your pet is injured or becomes ill in our care, we'll first try to reach you, then your emergency contact. 6.2. If we can't reach you or your emergency contact, and we believe your pet needs urgent care, you authorize Pinehaven to take your pet to your listed veterinarian or the nearest available emergency veterinary hospital, and to approve treatment the veterinarian recommends to stabilize your pet up to $500. Above that amount, we'll keep trying to reach you before approving further treatment, except where a veterinarian advises that a delay would be life-threatening. 6.3. You are responsible for all veterinary costs, and for any costs Pinehaven advances on your behalf, plus emergency transportation. You'll reimburse Pinehaven within 7 days, or we may charge your payment method on file. 6.4. Pinehaven will never authorize euthanasia. If a veterinarian recommends it and you cannot be reached, we will follow only the written instructions you provided in your Pet Profile. 7. Your Pet's Behavior & Property 7.1. You are responsible for your pet's behavior. You agree to pay for any damage or injury your pet causes to people, other animals, or property while in our care, including veterinary bills for other animals and damage to Pinehaven's vehicle, equipment, or home, unless caused by Pinehaven's gross negligence or willful misconduct. 7.2. If your pet shows aggressive behavior, bites, or seriously injures another animal or person, we may end Services immediately. We'll document the incident and share an Incident Report with you. 7.3. Normal wear on collars, leashes, toys, and bedding is expected. Please don't send irreplaceable items. 8. Photos & Updates Photos and updates are part of every Pinehaven visit and delivered privately to your account. If you check the photo box when accepting this Agreement, you allow Pinehaven to use photos and videos of your pet on our website and social media. You can change this anytime in your account. We will never share your name, address, or identifying home details without your permission. 9. Ending Services Either party may end this Agreement at any time with written notice (email counts). Pinehaven may end Services immediately for safety reasons, non-payment, or a breach of this Agreement. Fees already incurred remain due. 10. General Terms 10.1. Governing law. This Agreement is governed by the laws of the State of Wisconsin. Any dispute will be resolved in the courts of Waukesha County, Wisconsin, including small claims court where eligible. 10.2. Severability. If any part of this Agreement is found unenforceable, the rest remains in full effect. 10.3. Electronic signature. Your electronic acceptance (checking the box and typing your name) has the same legal effect as a handwritten signature under Wisconsin's Uniform Electronic Transactions Act and the federal E-SIGN Act. 10.4. Changes. We may update this Agreement. We'll email active clients at least 30 days before changes take effect, and you may be asked to re-accept it in your account. 10.5. Entire agreement. This Agreement, together with your Pet Profile & Intake and, if you board with us, the Home Boarding Addendum, is the entire agreement between you and Pinehaven.

1. Approval Boarding requires an approved Boarding Screening Application, a meet & greet, and a successful trial visit. Approval for walks or other Services doesn't guarantee approval for boarding. 2. Our Home Boarding dogs stay in Pinehaven's home, which includes resident dogs. Your dog may interact with our resident dogs under supervision, based on compatibility. Pinehaven cares for only one intact (unaltered) dog at a time. 3. Drop-Off & Pickup 3.1. Drop-off and pickup happen at the times confirmed in your booking. 3.2. Late pickups. Late fees start at your scheduled pickup time: • Up to 4 hours late: Extended Checkout fee ($25). • More than 4 hours late: one additional night at your pet's boarding rate, plus one additional night for each day after that until pickup. • Unreachable for 48 hours after scheduled pickup: if neither you nor your emergency contact responds, Pinehaven may arrange continued care at another licensed boarding facility at your expense. Nightly charges continue until your pet is picked up. 3.3. Early pickup requests. We may end a stay early if a boarding dog is unsafe, ill, or incompatible. You or your emergency contact must pick up within 4 hours of our request. Unused nights are refunded. 4. Boarding Cancellations Cancel with 24+ hours' notice before drop-off: no fee. Cancel within 24 hours: you forfeit the first night's rate ($60 standard / $68 puppy). Remaining nights are not charged. 5. What to Bring Your dog's regular food (enough for the stay plus one extra day), medications in original labeled containers, and a collar with ID tags. A familiar item like a blanket is welcome. Pinehaven provides bedding, bowls, and enrichment.