Aurora's Animal Villa

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Return and Refund Policy

Animal Villa Return & Exchange Policy

At Animal Villa, we want you to be completely satisfied with your purchase. If something isn’t right, we’ll do our best to make it right.

1. Eligibility for Returns & Exchanges

Items must be returned within 14 days of purchase/delivery.

Items must be unused, unworn, and unwashed, with original tags/packaging.

Receipt or proof of purchase is required.

2. Non-Returnable Items

Sale/clearance items are final sale and cannot be returned or exchanged.

Customized or special-order merchandise is non-refundable.

3. Refunds

Approved refunds will be issued to the original form of payment.

Shipping costs are non-refundable (unless the return is due to our error).

4. Exchanges

Exchanges are allowed for different sizes or colors, subject to availability.

If the desired item is unavailable, a refund or store credit may be issued.

5. Damaged or Defective Items

If you receive a defective or incorrect item, please contact us within 7 days of delivery.

We will provide a replacement, exchange, or full refund at no cost to you.

6. Return Shipping

Customers are responsible for return shipping costs, unless the return is due to our error.

We recommend using a trackable shipping method to ensure safe return.

7. How to Start a Return

Please contact us at info@animalvilla.org with your order details. Our team will guide you through the return process.

Privacy and Late Policy

Animal Villa Privacy Policy

Effective Date: January 2025

At Animal Villa, we respect and protect your privacy. This policy explains how we collect, use, and safeguard your information.

1. Information We Collect

Personal Information: Name, phone number, email, address.

Pet Information: Pet’s name, breed, age, medical history, vaccination records, and behavioral notes.

Payment Information: Billing details (processed securely through our payment provider).

2. How We Use Your Information

To provide safe and customized care for your pet.

To contact you regarding appointments, emergencies, or updates.

For billing, invoicing, and administrative purposes.

To improve our services and customer experience.

3. Sharing of Information

We do not sell or share your personal or pet information with third parties, except:

Veterinary clinics or emergency responders, if necessary for your pet’s health.

Service providers (e.g., payment processors) bound by confidentiality.

When required by law.

4. Data Security

We use industry-standard safeguards to protect your information. However, no system is 100% secure, and we cannot guarantee absolute protection.

5. Your Rights

You may request to review, update, or delete your information at any time.

Contact us at info@animalvilla.org for privacy-related requests.

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⏰ Animal Villa Late Policy

To keep our schedule running smoothly and ensure every pet receives the best care, please review our late arrival and late pick-up policies:

1. Late Drop-Offs (Appointments/Boarding)

Clients arriving more than 15 minutes late may need to reschedule.

If accepted late, services may be shortened but full fees still apply.

2. Late Pick-Ups (Boarding/Daycare)

Pick-ups after the agreed time will incur a late fee of $15 per 15 minutes.

Pets not picked up within [2 hours] may be boarded overnight at the owner’s expense.

3. Emergencies

We understand that unexpected delays happen. Please call us as soon as possible if you anticipate being late. We will do our best to accommodate within reason.

4. Repeated Lateness

Chronic lateness may result in:

Additional fees.

Requirement for prepayment.

Possible refusal of future services.

Cancellation and Rescheduling Policy

AnimalVilla – Cancellation & Rescheduling Policy

At AnimalVilla, we understand that life happens and plans may change. To ensure fairness to all clients and to keep our schedule running smoothly, we kindly ask that all guests follow our cancellation and rescheduling guidelines below.

Appointment Cancellations

Cancellations made 3 days (72 hours) or more before the scheduled appointment time will incur no fee.
Cancellations made less than 3 days )72 hours) before the appointment will be charged a 50% late-cancellation fee.
No-shows (no call, no message, no arrival) will be charged 100% of the service fee.

Rescheduling Appointments

You may reschedule up to 72 hours in advance without penalty.
Rescheduling within 72 hours of your appointment will incur a 25% rescheduling fee.

Daycare & Boarding Cancellations

Because our suites and spaces are limited:

Cancellations made 72 hours or more before check-in will receive a full refund or credit.
Cancellations made within 48 hours of check-in are subject to a 50% fee of the total reservation.
Holiday or peak-season bookings require 72 hours’ notice for a full refund.
No-shows for boarding are charged 100% of the reservation amount.

Grooming Appointments

Due to the time required for grooming:

Cancellations or reschedules within 48 hours will incur a $25 late fee.
No-shows will be charged the full grooming service price before future bookings are accepted.

Refunds & Credits

Fees charged under this policy are non-refundable, but may be issued as store credit at the discretion of AnimalVilla management.
Prepaid packages or memberships follow the same cancellation timelines.

6. Emergencies

We completely understand that true emergencies happen.
If you experience an emergency (illness, vet emergency, accident, etc.), please contact us as soon as possible.
We may waive fees on a case-by-case basis.

How to Cancel or Reschedule

You may update your appointment through:

Text or call: (888) 231-9885
Email: (info@animalvilla.org)