Business Policies

A booking is not confirmed until: service type and date/time are agreed, care instructions and emergency/vet info are received, any deposit requirement is met, and Arcana sends written confirmation.

A 25% deposit may be required for full-day, overnight, weekend, multi-day, holiday, new-client, or custom care bookings. Standard drop-ins and walks typically require no deposit.

Remaining balance is due before service begins unless after-service payment is approved by Arcana in writing. Late balances may incur a $10 fee.

48+ hours: full refund, credit, or free reschedule. 24–48 hours: 50% refund, 50% credit, or reschedule by approval. Under 24 hours: non-refundable unless emergency or special circumstance is approved.

Hampton/Newport News (24+ hrs notice): free. Same-day in-person: $5 if available. Same-day video: free if available. Surrounding 757 areas: $10–$15 by approval, credited toward first booking if approved.

Services may be modified or rescheduled in extreme weather or unsafe conditions. Client will be notified as soon as possible. Safety of pets and caretaker always comes first.

All known behavioral concerns, aggression history, and medical conditions must be disclosed before service is confirmed. Arcana reserves the right to end a service if a pet poses a safety risk that was not disclosed.

Photos and videos may be taken during visits for client updates and promotional use. Clients control permission level at booking: full permission, no-face/no-home photos, or no photos. No identifying home details are shared without explicit consent.

Arcana may reinforce basic existing commands (sit, stay, leash manners) using positive methods during visits. This is supplemental care — not professional training, behavioral modification, or certified dog training. It does not replace a licensed trainer.

Core service area: Hampton & Newport News, VA. Surrounding 757 areas (Chesapeake, Suffolk, York County, etc.) are by approval only and may include a travel fee. Service availability is always confirmed before a date is secured.

Clients must provide accurate pet info, all necessary supplies (food, treats, leash, grooming items), and working home access. Any changes to access codes, pet health, or schedule must be communicated promptly.