Pet Parent Handbook Staffed 24 hours per day, 7 days per week, 365 days per year Lobby hours: Monday-­‐Friday 7am-­‐9pm Saturday-­‐Sunday 8am-­‐9pm 1146 2nd Avenue, New York, NY 10065 212-­‐840-­‐3644 www.rubyandjacks.com Email us at: [email protected] Table of Contents Welcome . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Overview of Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Doggy Play Care. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Doggy Slumber Care. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Puppies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Dog Walking & Puppy Sitting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Dog Training. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Cat Boarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Cat Sitting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Grooming Shack . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 TransPETation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 R&J Boutique. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Special Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Community Involvement. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Requirements for Dog Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Requirements for Cat Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 General Information and Policies. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Understanding the Risks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Health Policy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Local Veterinarian. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Feeding Policy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Water Policy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Medication Policy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Personal Belongings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Payment for Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Additional Fees. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Hours of Operation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Holidays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Check-­‐in and Check-­‐out Procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Photographs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Other. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Thank You. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 2 Welcome! Welcome to Ruby & Jack’s Doggy Shack, a place for pets filled with wet noses and warm hearts. We know you wouldn’t trust just anyone with your dog or cat, which is why we’re committed to exceeding your expectations. We’re dedicated to providing nothing short of first-­‐rate care for your furry family members. Our team of animal lovers brings many years of pet care experience and know-­‐how to each specially-­‐
created service we offer, from the design of our facilities, to the training of our staff. We set out to make Ruby & Jack’s a special place for New York’s dogs and cats to play and stay. The Ruby & Jack’s team works hard to ensure that our Doggy Shack is a fun, safe and welcoming environment, giving your pets the love and attention they need when you can’t be there. At Ruby & Jack’s, we’re not only pet caregivers, but we’re also pet parents. We understand that being a pet parent in New York can be stressful. That’s why we believe in maintaining open communication with you. We’re here to answer your questions, listen to your suggestions, and above all—offer you peace of mind, knowing that your dogs and cats are in good hands. With our help, you and your pets can truly have it all! Please take a moment to read through our Pet Parent Handbook to familiarize yourself with our wide array of services, general policies, as well as your responsibilities as a pet parent. We look forward to welcoming you and your pet to the Ruby & Jack’s family! With wet noses warm hearts, All of us at Ruby & Jack’s Doggy Shack 3 Overview of Services Doggy Play Care Ruby & Jack’s is committed to providing dogs with socialization, exercise, love and attention in a safe, healthy facility. Socialization and exercise are essential to your dog’s overall well-­‐being. As they say, a tired dog is a happy dog. That’s why Ruby & Jack’s offers supervised, interactive Doggy Play Care to provide a fun way for dogs to use up their stored energy and continue to develop their social skills. Play Care is a wonderful option for friendly dogs of all ages. At Ruby & Jack’s your dog’s safety, health and enjoyment are our top priorities. You’ll see a lot of tails wagging in our two specially designed playrooms. Padded, non-­‐porous floors reduce the risk of impact injuries to your dog and help keep our playrooms clean. Our air conditioning system allows for fresh air exchange and comfortable temperatures in all weather. The Aqua Air system, an advanced wet/dry central vacuum system, allows us to sanitize our playrooms with the most efficient and effective method available. Depending on your dog’s size and temperament, we’ll place them in the playroom that will best suit their play needs, allowing them to participate in their own unique way, at their own comfortable pace. Dogs stay under the constant supervision of our loving, trained Play Care Counselors, who ensure that each dog receives plenty of indoor exercise, outdoor potty breaks in our private relief park and plenty of water. Our playrooms also have rest areas to allow dogs that need some down time to take a break. We know that leaving your dog in someone else’s care can be stressful at first. But at Ruby & Jack’s, you can log onto our PlayCams to check in on your furry pal. You can watch your dog play throughout the day to calm your nerves, and you’ll even crack a smile knowing your dog is having a great day at Ruby & Jack’s. Play Care guests must meet all Play Care vaccinations, temperament criteria and other requirements before enrolling. Guests may be fed up to two meals per day (as needed), and we can also administer oral or topical medications if necessary. The Play Care day begins at 7am on weekdays, 8am on weekends and ends at 9pm every day. All Play Care dogs must be picked up by 9pm. After 9pm your dog will spend the night in our cozy Doggy Slumber Care. 4 Doggy Slumber Care When you can’t be with your canine companion, we can. At Ruby & Jack’s, we offer fully supervised, 24-­‐hour Doggy Slumber Care year-­‐round. Whatever the reason for your dog’s overnight stay—
whether you’re on the road, on vacation, working late, out for an evening on the town or entertaining—we’re here to take care of your furry baby. At bedtime, our Slumber Care guests retire to one of our private sleeping quarters for a night of comfortable, restful sleep. Accommodations range from cozy canine condos to suites, and your dog holds the key. We can accommodate any length of stay. We do our best to keep our guests in the same space for the duration of their stay so they can have some consistency while in their home away from home. If you have a multi-­‐dog household, we can provide shared sleeping quarters for your dogs as long as it is safe and appropriate to do so. Experienced overnight Slumber Care Counselors make regular rounds throughout the night to check on all of our guests. You can even ask for a room with a SleepCam and watch your dog while they’re resting. Slumber Care guests may be fed up to three meals per day, and we can also administer oral or topical medications if necessary. To complete the overnight experience, we recommend a bath for your dog from our Grooming Shack before pick-­‐up. They’ll come home to you not only tired and happy, but smelling fresh and clean. A stimulating day of Play Care followed by a restful night of Slumber Care, or vice versa, can contribute to your dog’s optimal health—our highest priority at Ruby & Jack’s. Puppies At Ruby & Jack’s, we recognize that puppies have special needs and we’re here to take care of each and every one of them. It’s important for all puppy parents to know that puppies do not have the same stamina, immune systems or social skills as adult dogs and are more prone to communicable illnesses, much like young children. That’s why we offer and recommend Puppy Sitting services, as opposed to Doggy Play Care, for puppies to start their socialization while they build up their immune system. Once your puppy has received all of its immunizations, your dog can begin a combination of Dog Walking and Doggy Play Care in conjunction with Puppy Socialization training. 5 Dog Walking and Puppy Sitting Ruby & Jack’s provides Dog Walking and Puppy Sitting services that focus on the qualities most important to you—safety, reliability, and transparency. Our team of dog-­‐lovers can walk your dog or care for your puppy when you’re not around. Services are provided within our service area, from 42nd to 79th Streets and from 5th Avenue to the FDR Drive. In order to get started, you’ll need to make arrangements that allow our team to enter your residence, either by having someone let us in or by providing us with two (2) sets of keys. If you live in a doorman/concierge building, you will also need to authorize Ruby & Jack’s to enter your apartment. As soon as you hand us the keys, you’ll know that your pooch will be safe and cared for. You can also rest assured that that we will treat your home with respect. Our trustworthy dog walkers and puppy caregivers are thoroughly pre-­‐screened, trained and bonded. We strive for consistency in staffing so that your doggies become familiar and comfortable with their handlers. If your pup’s regular handler is unavailable, we have reliable back-­‐ups, so you’ll never be in a bind. Dog Walking We understand, you have a busy schedule and can’t always be home to walk your four-­‐legged friend. At Ruby & Jack’s, we offer a variety of dog walking services to suit your pet’s needs. We walk dogs individually or socially with up to two other compatible canine companions. We offer 15 minute, 30 minute or one hour walks, including the amount of time it takes to enter and leave your residence. Whether you choose a Solo Walk or a Social Walk, all dogs are securely tethered to the walker for the entirety of their walk. We do our best to accommodate the time(s) you designate for us to walk your dog, so walks are scheduled within an hour before or after the time(s) you specify. Ruby & Jack’s lets you “virtually” walk your dog alongside our loving walker via Pet Check Technology®. This advanced GPS tracking software tells you what time your dog is picked up by our walker, where they go and when they get back home. We put this hi-­‐tech system in place so you can keep tabs on your dog, and we can maintain the best care by keeping our walkers accountable for every pooch and every step. Be it Solo or Social, your dog will benefit from the exercise, change of scenery and personal interaction that comes with a neighborhood stroll. Packages make our walking service extremely affordable and provide exceptional value. If your dog has any special needs, just let us know how we can accommodate you. 6 Puppy Sitting If your puppy needs to stay home when you can’t be there, Ruby & Jack’s Puppy Sitting service is the perfect solution. One of our loving team members will attend to your pup as needed. Our Puppy Sitting service includes feeding (if needed), refreshing your puppy’s water, cleaning your pup’s crate*, play time and of course—pampering your puppy with lots of love and attention. We can even help with crate training and house training, as well as puppy-­‐proofing your home through our private training sessions. Whatever service you choose, you can be sure that the Ruby & Jack’s team has you covered. You can “virtually” check in and confirm our visit using Pet Check Technology®, our advanced GPS tracking software that tells you when your puppy visit is taking place. *For crate cleaning, cleaning supplies must be made available to our caregiver. Dog Training Communication is the cornerstone of any successful relationship—especially with your dog! Ruby & Jack’s offers professional Dog Training services to help develop the communication skills you’ll need to teach your dog to always be on his or her best behavior. The healthy and positive connection developed during the training process will establish the foundation for a harmonious future with your tail-­‐wagging companion. Ruby & Jack’s offers a variety of group classes tailored to different needs for puppies and adult dogs. Group training classes give dogs plenty of exposure to humans and canines alike, allowing them to practice the self-­‐control and polite manners they’re learning. Classes focus on socialization, response to cues, deepening your bond and having fun! If your pup requires more personal attention, our trainers can schedule private training sessions at your home or right here at Ruby & Jack’s. Private lessons are ideal for the doggy parent with a schedule that doesn’t allow for group classes, or for the dog that needs some one-­‐on-­‐one time. Your trainer can also develop customized sessions that address specific training or behavior challenges you may have, such as housetraining or aggression. Whether in group classes or individual sessions, our experienced trainers employ positive reinforcement techniques and know how to best work with you to set your dog up for success. All training has the same ultimate goal—for you and your dog to understand each other. 7 Our trainers are able to work with pet parents on a wide variety of social, behavioral and other skills, including: • Puppy socialization • Co-­‐op board preparation • Housetraining/crate training • Preparation for a new baby or pet • Puppy proofing your home • Tricks • Manners training (basic to advanced) • Agility for fun • Behavior modification • Polite leash walking Periodically, our training staff also offers special seminars and classes on topics of interest related to training and dog behavior. Please check our website, www.rubyandjacks.com, regularly for details. As with all training, our regimens work best when dog parents are fully involved and committed to the process. Training is a lifelong endeavor, requiring consistency on both the part of the trainer and the dog’s parent. While we cannot guarantee results, since all dogs are different and each pet parent’s availability to participate in training varies, we can guarantee the first-­‐rate quality of our training. The benefits of training are obvious. Whether it is something as simple as sitting on cue, or more advanced like walking calmly through a crowd, the results of your committed efforts are tangible. Not only can training put you at ease in social situations, but it also provides a degree of safety knowing your dog will drop a dangerous object or immediately come when asked. And don’t forget the feeling of satisfaction knowing YOU are the one who learned how to speak your dog’s language. All training must be prepaid in full. In the event that you and your dog are unable to participate in a group class, one class can be made up the next time the course is offered. If you and your dog are unable to participate in a whole course, you will be rescheduled for the next convenient equivalent course at no additional charge. You will be given a list of equipment needed for dog training when you enroll, which you are responsible for providing. Required equipment may conveniently be purchased at our R & J Boutique. 8 Cats At Ruby & Jack’s, we love cats, too! Cat Boarding Why leave your precious pussycat home alone when you have to go away? Feline family members will be safe and well cared for through our Cat Boarding service, whether you have to be away for just one night or an extended period of time. Specialized accommodations in our soundproofed and separately air-­‐conditioned Cattery provide cozy confines for maximum kitty comfort. Individual cat condos come en suite…each with their own litter area and water bowl. Being separated from their canine cousins helps ensure a low stress environment for our overnight feline guests. Our trained and loving around-­‐the-­‐clock staff is dedicated to taking care of all of your cat’s needs, from food to medications to belly rubs. If your cat doesn’t want to leave home sweet home, Ruby & Jack’s makes house calls through our Cat Sitting service. Cat Sitting If your kitty prefers to stay home when you can’t be there, Ruby & Jack’s Cat Sitting service is ideal. Cat sitting services are provided within our service area, from 42nd to 79th Streets and from 5th Avenue to the FDR Drive. One of our caring team members will see to your kitty as needed. Our Cat Sitting service includes tending to all of your favorite feline’s daily needs, from providing fresh food, water and litter to lavishing personal attention and lots of love. You can “virtually” check in on your cat via Pet Check Technology®, the advanced GPS tracking software that tells you when your pet visit is taking place. In order to get started, you’ll need to make arrangements that allow our team to enter your residence, either by having someone let us in or by providing us with two (2) sets of keys. If you live in a doorman/concierge building, you will also need to authorize Ruby & Jack’s to enter your apartment. As soon as you hand us the keys, you’ll know that your cat will be safe and cared for. You can also rest assured that that we will treat your home with respect. Our trustworthy cat caregivers are thoroughly pre-­‐screened, trained, and bonded. We strive for consistency in staffing so that your kitties become familiar and comfortable with their handlers. If your cat’s regular handler is unavailable, we have reliable back-­‐ups, so you’ll never be in a bind. 9 Grooming Shack All pet parents know there is nothing like a clean, sweet-­‐smelling pet! At Ruby & Jack’s, we can accommodate all of your pet’s grooming needs. Our Grooming Shack offers full grooms, baths and a la carte services for dogs and cats, using only natural and US-­‐sourced grooming products. Periodic visits with our professional, highly skilled groomers will help your pet maintain a healthy and shiny coat and eliminate any uncomfortable matting. As with everything we do, the comfort of the animals in our care is our primary concern. At Ruby & Jack’s, we are committed to helping reduce the stress that pets may naturally feel when being groomed, and want to contribute to the overall health of your dog or cat. Each grooming and bathing service includes: • nail trimming • anal gland expression • ear cleaning • trimming and neatening of paw pads • sanitary trim • bath and brushout You can personalize your pet’s appointment by choosing from a variety of services. Along with baths and other essentials, we offer a full a la carte selection of amenities to pamper your pet, including a decadent Pawdicure and a luxurious Blueberry Facial. Before getting started, our groomers will discuss exactly how you would like your pet to be groomed. We will do our best to provide the grooming service requested and want you to be satisfied with the results, so please be sure to give our groomers clear instructions. Please be aware that all grooming and baths vary by breed and coat condition. While we are able to give you an estimated cost of a grooming, we cannot give you a final cost until our grooming staff has seen your pet and examined their coat condition. Dogs and cats with very matted coats that cannot be groomed without causing great distress sometimes have to be shaved down. You will be informed of this situation prior to the start of any grooming and will have the option of declining the service. We also aim to provide you with an estimated finish time for your pet’s grooming appointment so that you can make arrangements to pick up your rejuvenated pet upon completion. If you’re unable to pick up or drop off your dog or cat for grooming, you can simply make a reservation for TransPETation, and we will happily take care of the commute for you. 10 TransPETation At Ruby & Jack’s, we know that pet parents are very busy. And we know that it can be a hassle to travel with a pet in Manhattan, occasionally making it difficult to bring dogs and cats in for services personally. That’s why we offer TransPETation. Convenience and peace of mind will be yours when you let us provide the transportation to and from Ruby & Jack’s. Whether your pet needs day care, overnight care, dog training or grooming, we offer TransPETation to and from Ruby & Jack’s throughout the day, seven days a week, within our service area, from 42nd to 79th Streets and from 5th Avenue to the FDR Drive. Our TransPETation is done either by foot or in our custom-­‐equipped vehicle, which is tracked in real time by a GPS monitor. Our chaperones follow rigorous safety procedures whether on foot or behind the wheel, and they are all pre-­‐screened, trained and bonded animal lovers. In order to get started with TransPETation, you’ll need to make arrangements that allow our team to enter your residence, either by having someone let us in or by providing us with two (2) sets of keys. If you live in a doorman/concierge building, you will also need to authorize Ruby & Jack’s to enter your apartment. We’ll transport your pet within a two-­‐hour pick-­‐up/drop-­‐off window. Although we always strive to be on time, traffic and other factors beyond our control can impact our schedule. We will do our best to avoid running late, but ask for your patience and understanding. Ruby & Jack’s offers monthly packages that make it affordable enough to use TransPETation every day. Reservations are required at least 24 hours in advance to guarantee service. R & J Boutique The R & J Boutique at Ruby & Jack’s offers a wide variety of carefully selected products for dogs, cats and the people who love them. Aside from taking care of your pet’s needs, we’re also a great place to shop for the pet-­‐lover in your life. Make sure to browse through the R & J Boutique before you leave...because pets don’t have credit cards. We stock the boutique with some of the most nutritious, top-­‐rated food and treat choices available, including organic brands. We also know that every pet has different needs, and having the right tools can inspire confidence in you and comfort for your best friend. The R & J boutique carries various leashes, collars and ID tags to meet your individual needs. We also carry a wide selection of exciting toys and equipment, suitable for both play and training. 11 Any unused, non-­‐food item may be returned or exchanged with a receipt within 30 days of purchase. Unfortunately, we cannot accept food items for return or exchange. Have a special request? We’ll do our best to accommodate you and welcome suggestions on additional items you’d like to see on the shelves, as we are always trying to improve our offerings to make you and your pets even happier. Special Events Have you always wanted to give your pup a big birthday bash? You can have that party right here at Ruby & Jack’s Doggy Shack. We offer facility rental for all manner of doggy-­‐related events. Please contact us for details and availability. Community Involvement Being a good neighbor means caring for the well-­‐being of those in the community and lending a helping paw to those in need. At Ruby & Jack’s Doggy Shack, we are committed to extending our support beyond the pets in our care, our pet parents and our team members to include our community at large. We feel responsible for contributing to the vitality of the surrounding neighborhoods and the spirit of this diverse city. As a way of showing our support, Ruby & Jack’s offers the use of our space free of charge to not-­‐for-­‐
profit organizations. If you are involved with a charitable organization and would like to host an event at our place, please contact us for details and availability. While we give preference to animal-­‐related charities, we will do our best to accommodate all requests. Following the newsfeed on our website, www.rubyandjacks.com, will give you access to all of the special community-­‐based events hosted by Ruby & Jack’s throughout the year. At Ruby & Jack’s, we’re here to give right back. Requirements for Dog Services Registration All dogs that use any of Ruby & Jack’s Doggy Shack services must be registered with us. Pet parents must (1) complete the registration form, (2) provide a copy of the dog’s current vaccination record, and (3) sign the Client Agreement and Release from Liability. 12 Neutering/Spaying Dogs over seven months of age must be neutered or spayed in order to use Doggy Play Care, Doggy Slumber Care, Social Walks or Group Training services at Ruby & Jack’s. Female dogs younger than seven months of age that are going through heat are not eligible to use these services. Temperament All dogs that use Ruby & Jack’s services must be friendly towards people. Dogs that use our Doggy Play Care, Doggy Slumber Care, Social Walks or Group Training services must be socialized and able to be around other dogs safely. All dogs in our care will be evaluated for temperament by Ruby & Jack’s, and we will let you know of any concerns. Because our environment differs from your dog’s home environment, not all dogs will be comfortable immediately and may need time to acclimate. Ruby & Jack’s reserves the right, in our sole discretion, to refuse to provide any of our services if we determine that a dog’s temperament is not suited for the requested service, or if a dog cannot be handled safely by our staff. Health All dogs that use Ruby & Jack’s services must be free from parasites and communicable diseases. Any dog that poses a risk to the health of the other dogs in our care will need to go home or see a veterinarian until the dog is healthy again and no longer poses a risk of infection. We will do our utmost to help with alternative accommodations while dogs are unable to come to Ruby & Jack’s. Vaccinations Ruby & Jack’s wants all dogs to be safe and healthy. As such, and in compliance with the New York City Department of Health and Mental Hygiene and the recommendation of the American Veterinary Medical Association, we require that all dogs be current on the following vaccinations in order to use any of our services: • Rabies Vaccination • DHPP (distemper, hepatitis, parainfluenza, and parvovirus) Vaccination • Bordetella Vaccination (a preventative vaccine against kennel cough which is required to be done every six months) Canine Influenza Vaccine is not required but we strongly suggest that all dogs be inoculated. We require a copy of your dog’s current vaccination record from the veterinarian prior to using any of our services. 13 Gear All dogs that use Ruby & Jack’s services must come in wearing a collar or harness and must be on a leash or carried in a dog carrier. All dogs must wear a name tag on their collar or harness showing their name and your surname as well as a phone number at which you can readily be reached. If you do not have a name tag for your dog, one may conveniently be purchased at our R & J Boutique. Requirements for Cat Services Registration All cats that use any of Ruby & Jack’s Doggy Shack services must be registered with us. Pet parents must (1) complete the registration form, (2) provide a copy of the cat’s current vaccination record, and (3) sign the Client Agreement and Release from Liability. Neutering/Spaying Cats over seven months of age must be neutered or spayed in order to use the Cat Boarding service at Ruby & Jack’s. Female cats younger than seven months of age that are going through heat are not eligible to use this service. Temperament All cats that use Ruby & Jack’s services must be able to be handled safely by our staff. All cats in our care are evaluated for temperament by Ruby & Jack’s, and we will share any concerns with you. Because our environment differs from your cat’s home environment, not all cats will be comfortable immediately and may need time to acclimate. Ruby & Jack’s reserves the right, in our sole discretion, to refuse to provide any of our services if we determine that a cat’s temperament is not suited for the requested service, or if a cat cannot be handled safely by our staff. Health All cats that use Ruby & Jack’s services must be free from parasites and communicable diseases. Any cat that poses a risk to the health of the other cats in our care will need to go home or see a veterinarian until the cat is healthy again and no longer poses a risk of infection. 14 Vaccinations Ruby & Jack’s wants all cats to be safe and healthy. As such, and in compliance with the New York City Department of Health and Mental Hygiene and the recommendation of the American Veterinary Medical Association, we require that all cats be current on the following vaccinations in order to use any of our services: • Rabies Vaccination • FVRCP (Feline Viral Rhinotracheitis, Calicivirus and Panleukopenia) Vaccination • Bordetella Vaccination (a preventative vaccine against kennel cough which is required to be done every year) • Feline Leukemia Vaccination • Negative FIV Test We require a copy of your cat’s current vaccination record from the veterinarian prior to using any of our services. Gear All cats that use Ruby & Jack’s services must come in wearing a collar or harness and be carried in a secured cat carrier. All cats must wear a name tag on their collar or harness showing their name and your surname as well as a phone number at which you can readily be reached. If you do not have a name tag for your cat, one may conveniently be purchased at our R & J Boutique. General Policies and Information At Ruby & Jack’s, your pet’s well-­‐being is our top priority. The following policies are designed to ensure that your pet will be safe and happy. Ruby & Jack’s must adhere to its policies to maintain a healthy, safe and fun environment for all the dogs and cats in our care. We depend on your cooperation to maintain our very high standard of care. While most dogs and cats love spending time at Ruby & Jack’s, our services may not be suitable for all pets. Please speak with our knowledgeable staff if you are uncertain of the suitability of any service for your pet. If you have any questions or concerns about any of our policies, please contact us so that we may discuss them with you. 15 Understanding the Risks Ruby & Jack’s takes every reasonable precaution to protect the health and welfare of the dogs and cats in our care. All our employees are animal lovers who are committed to the well-­‐being of your pet. We want you to be aware, however, that despite our best efforts there are inherent risks whenever a number of animals socialize or are housed together. These risks are not unique to Ruby & Jack’s but are present in all facilities that care for pets. Risks include but are not limited to: • mechanical injuries (including sprains, breaks, strains, tears) • abrasions • punctures • muscle and tendon soreness • communicable illnesses (including viruses, protozoa, fungi, bacterial infections) After using Doggy Play Care and Doggy Slumber Care, your dog may be more tired, hungry or thirsty than usual or become fatigued. These are very normal side effects of spending time away from home and engaging in vigorous play. See Water Policy section below for a discussion of the risks to dogs associated with dehydration and bloat. Pet parents should be aware that Ruby & Jack’s Doggy Shack shall not be responsible for any injury, illness, or ailment that pets may incur while in our care or expenses arising therefrom, except to the extent caused by gross negligence, bad faith, or intentional misconduct on the part of Ruby & Jack’s Doggy Shack. Please refer to the Client Agreement and Release from Liability (which form you are required to sign) for more information about risks. We feel strongly that pet parents should know these risks up front. If you are able to accept them and believe that the benefits of exercise, socialization and friendship outweigh those risks, we look forward to welcoming you and your pet to Ruby & Jack’s. We want you to be comfortable using our services for your pet and will do our best to match you with those services that are compatible with your comfort level. We are happy to answer any questions and address any concerns you may have about the risks involved in using our services. 16 Health Policy Ruby & Jack’s Doggy Shack is committed to the good health of all the dogs and cats in our care. Ruby & Jack’s believes that when pets follow a regimen that includes routine wellness checks, good nutrition, exercise, socialization and preventative measures, such as vaccinations, they are far healthier and live longer, more enjoyable lives. We do our utmost to maintain a facility that is free from disease and parasites. But we cannot do it alone; we need your help. We ask that you maintain open communication with us and inform us of any and all health issues concerning your pet. You are required to make our staff aware of any health issues at the time of drop-­‐off for any of our services. We are unable to allow any dog or cat into our facility if they have an upper respiratory infection, parasitic infection (including fleas, ticks, ringworm or intestinal worms) or any other communicable illness. Should your pet be unable to enter our facility because of health issues, we will do our best to help with alternative accommodations, such as providing individual walks or pet sitting. If after check-­‐in it is determined by our staff that a dog or cat shows symptoms of any communicable illness, you will be notified and required to pick up your pet immediately and seek veterinary care. Your pet may not return to our facility until the treating veterinarian has determined that your pet is no longer contagious and no longer poses a risk to the other pets in our care. Ruby & Jack’s Doggy Shack, in its sole discretion, reserves the right to do whatever is deemed necessary for the safety, health and well-­‐being of any cat or dog while in our care. By using our services, pet parents authorize Ruby & Jack’s Doggy Shack to act on their behalf to seek emergency or other medical attention (including engaging the services of a veterinarian, purchasing and administering medication, etc.) for their pet due to illness or injury while in our care, at the pet parent’s expense, if we, in our sole discretion, determine it to be necessary. When possible, we will first attempt to contact the pet parent. It is important that the emergency contact information and list of persons authorized to pick up your pet that are on file with us be current at all times. Please inform us if your emergency contact information or list of persons authorized to pick up your pet has changed. Local Veterinarian Ruby & Jack’s requires that all pets using our services have a local veterinarian who is authorized to treat your pet, maintains your pet’s current and complete health records, and will communicate openly with Ruby & Jack’s about your pet’s health (veterinarians may require written authorization from you.) 17 Feeding Policy Ruby & Jack’s believes that good nutrition is the foundation of a healthy life for dogs and cats. Pets do best when they are fed a consistent diet. Sudden and frequent changes in diet are unhealthy for pets and may cause intestinal distress. Dogs are best fed at home when they are coming in for a day of Doggy Play Care. However, lunch and dinner may be served to Play Care dogs at your request. Note that we cannot accept bags of food over 10 lbs. for Play Care dogs. Dogs and cats using our Doggy Slumber Care and Cat Boarding services may be fed up to three times a day at your request. All feedings are performed according to our schedule; unfortunately, we may not be able to accommodate special feeding times. Please package a few extra meals in case you unexpectedly extend your pet’s stay with us. All unused food is sent home at the end of each stay. Please package and label all meals individually and provide us with specific feeding instructions. If your pet runs out of food, we will purchase suitable food at your expense. Water Policy Ruby & Jack’s provides access to clean, fresh water throughout the course of the day for dogs using our Doggy Play Care and Doggy Slumber Care services. We allow dogs to drink water at their own pace during downtime. We recognize that dehydration is a major risk to dogs, especially when they are engaged in vigorous play. We also recognize that for some dogs there is an increased risk of bloat when allowed to drink during the course of vigorous exercise. Having carefully considered the risk of bloat against the risk of dehydration, we have decided that the risk of dehydration represents the more pressing concern for the vast majority of dogs. Therefore, please be aware that our water policy may carry a risk of bloat for your dog. Medication Policy Ruby & Jack’s will administer oral or topical medications for any dogs and cats in our care if necessary and authorized by the pet parent. We are unable to administer injected medicines, suppositories or inhaled preparations. Ruby & Jack’s will administer medication for your pet under the following conditions: • Medication must be medically necessary and we must know why it is being administered. • Medication must be administered orally or topically. • Medication must be in its original container clearly stating the type of medication and dosage. • Over-­‐the-­‐counter medications must be accompanied by a veterinarian’s dosage instructions. • Medication must be accompanied by detailed written instructions from the pet parent. 18 Personal Belongings Ruby & Jack’s provides comfy beds for all our overnight guests. It is not necessary to bring any belongings (other than collar/harness and leash/carrier) for your dog or cat while in our care. If you choose to bring belongings for your dog or cat, they must be labeled with your pet’s name as well as your surname. We discourage you from bringing any toys, blankets, etc., that your pet may be attached to because we cannot guarantee the safe return of such items. We require that you provide a collar (with a name tag) for your dog in order to utilize our services. However, please be aware that when dogs play together during Doggy Play Care such items may become damaged. We strongly recommend that you do not use an expensive collar and leash when leaving your dog with us. Please be advised that Ruby & Jack’s Doggy Shack is not responsible for any loss or damage to your pet’s personal belongings. Payment for Services Clients should refer to Ruby & Jack’s for the prices charged for each of our services. Packages are available which make many of our services even more affordable, providing exceptional value. All pet parents are required to keep a credit card on file with Ruby & Jack’s Doggy Shack with sufficient available credit to cover projected costs. We accept Visa, MasterCard, American Express, and Discover. The cost of most services will be charged to the credit card on file when a purchase or reservation is made, or when the service is concluded. Service packages and training classes must be prepaid. In the case of services performed over an extended period, we will place a hold on your credit card for the total projected cost of scheduled services and your credit card will be charged as the service is provided. Clients are responsible for declined credit card charges. Clients may also pay for services with cash, debit card, or traveler’s check. No personal checks are accepted. If you wish to pay for any service by a method other than the credit card on file, please indicate that at the beginning of the check-­‐out procedure. We are required to collect and remit New York sales taxes, which are added to each bill. Please refer to the Client Agreement and Release from Liability (which form you are required to sign) for more information regarding payment for services. 19 Additional Fees The following additional fees are charged by Ruby & Jack’s Doggy Shack: • Cancellation Charge: Clients who cancel an appointment with less than 24 hours’ notice for Private Dog Training, Grooming Shack, Dog Walking, Puppy Sitting, Cat Sitting, or TransPETation are charged for the full price of the cancelled service. •
Late Pick Up Fee: A standard day of Doggy Play Care lasts until 7pm. Clients who pick up their dogs after 7pm are charged an additional $7 for the day. •
Holiday Surcharge: See Holidays section below. •
Other: Additional charges may apply to reimburse Ruby & Jack’s for costs incurred for a pet on the pet parent’s behalf, as discussed in previous sections (e.g., medical expenses, food, etc.). Hours of Operation Ruby & Jack’s Doggy Shack is staffed 24 hours per day, 7 days per week, 365 days per year. Our lobby hours are: Monday-­‐Friday 7am-­‐9pm Saturday-­‐Sunday 8am-­‐9pm Pets may only be checked in and checked out during lobby hours for all of our services. Holidays In order to provide uninterrupted service, Ruby & Jack’s lobby is open during our normal hours of operation on most major holidays. The lobby is closed only on Christmas Day and New Year’s Day, and no pets may be checked in or checked out on those days, but we are still fully staffed to care for your pet. There is a surcharge of $10 per day for Doggy Play Care, Doggy Slumber Care, and Cat Boarding for the following holiday periods: • Martin Luther King, Jr. Day • Thanksgiving Weekend (Thursday-­‐Sunday) • Presidents Day • Christmas Eve • Memorial Day • Christmas Day • Independence Day • New Year’s Eve • Labor Day • New Year’s Day 20 Check-­‐in and Check-­‐out Procedures Please allow adequate time for your pet’s check-­‐in and check-­‐out at Ruby & Jack’s. Maintaining a safe and healthy facility requires that we speak to pet parents and obtain or provide information each time services are provided. We know that you are busy, and we do our best to work quickly and efficiently. Unfortunately, Ruby & Jack’s is unable to accommodate requests for curbside pick-­‐up and drop-­‐off, as we must properly check in and check out each pet. Photographs Ruby & Jack’s will take pictures of your pet while in our care, which will be posted on social media sites and may be used in our promotional material. Other Ruby & Jack’s Doggy Shack reserves the right to refuse the use of any of our services or facility for any pet: • that we, in our sole discretion, determine cannot properly be cared for at Ruby & Jack’s Doggy Shack. •
that we, in our sole discretion, determine is unhealthy, undisciplined, aggressive, or otherwise poses a risk to the other animals in our care, to itself, or to our staff or other persons. •
whose parent, in our sole determination, has withheld critical health or other information about their pet. •
that is not current on its vaccinations or whose parent has not provided us with a current copy of their pet’s vaccination records. •
for which there is an unpaid balance resulting from services provided by Ruby & Jack’s Doggy Shack. Thank You Thank you for entrusting us with your precious pet and allowing us to become your partner in providing the best possible care for your special family member. We look forward to complementing the love and care you already provide with a full range of top-­‐notch professional services – and, of course, boundless affection. 21