Important information

Some important information you may need to know:

Cancellation policy:

At Keikos Haven, we value your time and the well-being of every pet in our care. To ensure we can provide the best service to all our clients, we kindly ask that any cancellations or rescheduling requests be made within the following guidelines:

1. Notice Period
We require at least 24 hours’ notice for cancellations or changes to your scheduled appointment.

2. Late Cancellations
Cancellations made with less than 24 hours’ notice may be subject to a cancellation fee of 50% to cover reserved time and missed opportunities for other pets in need.

3. No-Shows
Clients who miss an appointment without prior notice will be considered a “no-show” and may be charged the full-service fee. Repeated no-shows may result in limited booking availability.

4. Emergency Situations
We understand that emergencies happen. Please contact us as soon as possible if an urgent situation arises—we’ll do our best to work with you.

5. How to Cancel or Reschedule
To cancel or reschedule, please call/text us at 0434 764 743 or email Keikoshavenwork@gmail.com. 

Thank you for your understanding and cooperation. This policy helps us provide dependable care and availability to all of our valued clients.

Use of your information:

By using our services, you consent to the use of your pet’s name and image on our social media platforms. If you prefer not to have your pet featured, just let us know—your wishes will always be respected. Your personal information will remain private and will never be shared. 

Extra Fees and Costs:

At Keikos Haven, we aim to be transparent about our pricing. While most services are covered in our standard rates, some situations may require additional fees. These may include:

Travel Fee:

We are currently located in Woodburn, servicing all surronding areas including Lismore, Goonellabah, Ballina, Coraki, Alstonville, Wollongbar and more. Depending on your location the service price may have a slight increase due to a travel fee. Please feel free to ask us any questions about this.

 Last-Minute Bookings
Bookings made with less than 24 hours’ notice may incur a rush fee of $20 to accommodate scheduling adjustments.

Holiday Pricing

During peak holiday periods, our services are in higher demand and require additional staffing and scheduling. To ensure continued quality care, a holiday surcharge applies to bookings on the following dates:

Recognized Holiday Periods Include:

• New Year’s Eve & New Year’s Day

• Easter Weekend

• ANZAC day

• Long weekends

• Halloween

• Christmas Eve & Christmas Day

• Summer  break
  
  
  

Holiday Surcharge:
An additional Cost will be added to services scheduled during these periods. The surcharge helps support our team working during the holidays and ensures availability for your pet when it matters most.

We recommend booking early to secure your spot during these busy times. Thank you for your understanding!

Misrepresentation of Pet Behavior

At Keikos Haven, the safety and well-being of all pets and staff is our top priority. For that reason, we ask that all clients provide honest and accurate information about their pet’s behavior, including any history of aggression, anxiety, or special needs.

If a pet’s behavior is misrepresented or critical information is withheld, the following may apply:

• Immediate Termination of Services: We reserve the right to stop a service or end a booking if a pet’s behavior poses a risk to staff, other animals, or themselves.
  
  

• Additional Handling Fees: If extra care or safety measures are required due to undisclosed behavioral issues, a fee of $20 - $40 may be added to the final bill.
  
  

• Denial of Future Services: Clients who knowingly provide false information about their pet’s behavior may be refused future bookings.
  
  

Honest communication ensures a safe, happy experience for everyone. We appreciate your understanding and cooperation.