OPERATIONAL MANUAL

FOR
PAWFECT HAVEN SERVICES
Table of Contents
The Basics 1
Core Values 1
Vision Statement 1
Mission Statement……………………………………………………………………..………………1
Values Statement ……………………………………………………………………..……………1
General Business Policies and Procedures 2
Pre-Entry Examination 5
Policies for Boarding Service 6
Cleaning Responsibilities7
Daily Cleaning Services 7
After Service disinfection for cages 8
Meal Preparations9

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The Basics
In Pawfect Haven Services we seek to create an environment where pets can enjoy and spend
comfortable time away from their homes. This principle should be true for each member our
team! And in order to achieve this, we must have an effective, helpful, and encouraging culture.
We take pride on each member of this team as all the members shares an upbeat and happy
personality which is shared upon the customers and other member of the team. Regardless of the
team member job position, we value the rights of being heard and understood especially with
their opinion in managing the place. Though this type of business is hard and tiring we are proud
and lucky to be able to work with number of fur pets and fur parents each day.
Our Core Values
The primary goal of our business is to :
 To provide Quality service for pets by providing safe and clean environment.
 To provide support towards fur parents by ensuring the safety and well-being of their pets
inside our facility.
 To create an environment where pets can enjoy despite being away from their home.
Our Vision
 Pawfect Haven Services vision is to expand the opportunities for pet care related
services through the help employees by sharing insights, knowledge and dedication on
their work

Our Mission

 Pawfect Haven Services aims to provide the best pet care services and a safe place for
your fur babies. And to always ensure the satisfaction on both fur parents and fur babies.

Our Values Statement

 Teamwork – In order to ensure organizational progress and success towards the

operation of the business.
 Reliability - To make sure that the pets are in good hands and lessen the worries of the
clients.
 Enjoyment - To make sure that the pets will enjoy the service and to have fun during
their stay.

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  Care - They will see that we are caring to the pets and to have care on the needs and
wants of the clients.

General Business Policies and Procedures

Overview

The operations manual of Pawfect Haven Services includes the list of the step-by-step procedure
to be taken in order to provide safe and comfortable care towards client’s pets. The procedures
to be taken under this manual are the standardized process in pet care related business. This
will also include the description of the business operations and any other related information
concerning the services to be offered in this business.

1. POLICIES AND PROCEDURES

1.1 Rates & Fees
Pawfect Haven will offer boarding services that is classified into two (2): Day care and
Overnight stay. For the rates of the services, the management depends its prices on the size
of the pets. As this sizes indicates the level of convenience and efforts needed to provide a
safe and secured stay. The day care boarding which will start from 8:oo am until 5:oo pm
pricelist will be : (1) Small size ₱ 150.00, (2) Medium Size ₱ 250.00, (3) Large Size ₱
300.00, (4) Extra Large ₱ 350.00 this rates are applicable during the mentioned time frame
regardless if the clients insists to cut the hours of stay or pick up their pets earlier than
5:00pm the costs for the service will be fixed as long as it enters the time frame given for
the day care service. For the overnight stay which will start from 6:00 pm until 7:00 am,
the prices will be: (1) Small size ₱ 200.00, (2) Medium Size ₱ 350.00, (3) Large Size ₱
450.00, (4)Extra Large size ₱ 550.00 for clients who wants to avail overnight stay, pets
shall be given in the facility quarter to 6:00 pm in order to avail the service. These pets
shall also be taken until around 7:00-8:00am those pets who fails to be acquired during the
time frame might have additional charges as those exceeding hours of stay requires
extended care. Additionally, clients who avail day care services can extend their pets stay
until overnight by acquiring additional fees for the overnight care. Prices can also vary on
peak seasons and holidays as a compensation for the employees who will spend their time
taking care of pets.

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1.2 Business Hours
The business will operate from Mondays-Sundays excluding the special non-working
holidays. The reservations to avail services will start from 8:00am to 5:00pm regardless if
it’s for daycare or overnight stay. However, the overall operational services are not limited
during the mentioned time frame as we include overnight stay where employees take care
of pets even after the reservation frame.
1.3 Reservations
Deposits are needed in order to acquire reservations for date and time of any services. This
is to ensure that the facility will be able to provide quality service for pets by admitting
suggested/prescribed number of pets. The deposit needed to make a reservation for daycare
and overnight stay will be 50% of the total price, while 80% deposit is needed for any
services during holiday and peak seasons. The reservation deposit will be a non-refundable
fee.
1.4 Reservations Requests
Reservations is best to plan a week in advance in order ensure the availability but last
minute reservation can still be accommodated as best possible, but the availability has no
guarantee. Pawfect Haven Services has the right to deny reservation requests.
1.5 Cancellation
The cancellation policy is applicable on all types of services. There will be no cash refunds
unless there is death in the family which can include pet, or Pawfect Haven Services
cancels. After the cancellation, the money due will be treated as a credit that can be used in
future services.
1.6 Inclement Weather
For the safety of our employees and clients, Pawfect Haven Services will be closed for
services during Inclement Weather where it is unsafe to travel. The service fee will be
credited upon your account and can be used for future events.
1.7 Emergencies
Since Pawfect Haven Services is a Boarding Facility alone, when emergency arises upon
your pets. We will take your pets on a Veterinary Clinic of you will indicate on the
Authorization Form. The fur parent will be notified as soon as possible. In an instance

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 where the owner and emergency contact is out of reach, We will make the executive
decisions on the veterinary care.

1.8 Medication/Vaccination
Upon the arrival of the clients, the pets medication history and updated vaccine card shall
be presented in order to assess the type of care needed to be offered upon the pets. It is also
a way to ensure that the pets will be safe in contagious viruses.
1.9 Cleanliness
As a service business who takes care on others pet. It is important to ensure the cleanliness
of the place by frequent disinfection and cleaning of surface area. The litters shall be
disposed properly in order to avoid the spread of bacteria and unpleasant smell. There will
also a 1 hour sanitation after each batch in order to prepare the place thoroughly.
1.10 Confidentiality
Under this, the management ensures the observant of Privacy Policy. Any member of the
business are not allowed to disclose any client’s information towards a third party.

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Pre-Entry Examination

A Pre-Entry Examination is performed to ensure that all pets entering the facility are healthy and
free from contagious diseases, cuts, scrapes, injuries, and ear and eye infections. The Pre-Entry
Exam also protects the center from liability in case of a customer complaint or dispute.

The pre-entry exam takes about a minute and MUST be performed on every dog entering the
facility. Fill out a Pre-Entry Exam worksheet for every dog.

Guideline in performing Pre-entry Examination:

1. GREETING: Approach the dog and let the dog become familiar with you. Have the
owner hold the dog by the leash while you perform the exam. Ask the owner if there are any
places on the dog that are sensitive (this may help protect you from a dog bite).

2. EYES: Once you are familiar with the dog, check the dog’s eyes. Look for excess
discharge or redness. Some breeds may have “weepy” eyes (Maltese, Poodle, etc.) and they will
often have reddish stains from their eyes. This is usually normal.

3. EARS: Check the dog’s ears for signs of infection. Dirty, foul- smelling discharge,
excess redness, inflammation, or matted hair inside the ear canal should all be noticed.

4. FEET: Check each of the dog’s paws for long toenails, cracked toenails, cuts, or sores on
the pads of the paws.

5. FUR: Run your fingers through the dog’s fur and note if the fur is dry or flaky or has
mats. Check behind the elbows and ears for mats on long-coated dogs, as these are the most
common spots. Pull the fur back and carefully look for any signs of fleas – fleas themselves or

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white or black “flea dirt” (eggs and feces, respectively). Check for hot spots, cuts, or sores all
over the coat.

Policies for Boarding Service

What are the rules in Pawfect Haven Services

 Boarding charges begin on the day of drop off regardless of time.

 Pets picked up prior earlier than the agreed time will still be charged for the day.
 We recommend that all pets remain on their current diet while boarding. Please bring just
enough food for the stay in pre-packaged Ziplock bags per meal labeled with your pet’s
name. If food is not provided, owners can choose from the available foods in the facility.
Meal Fees are not included in the boarding charges.
 All prescription medications and supplements should be provided in their original
containers. We will follow the instructions prescribed by the veterinarian. Prescription
medications should NOT be included/mixed in with prepackaged food.
 Peak times and holidays, will have additional charges in honor of the dedication of our
employees. Discounts for boarding multiple pets in the same family are still honored.
Rates apply at a flat fee per dog, per night.
 All pets must be in good general health to board and play at Pawfect haven Services. No
pets exhibiting signs of serious illness, pets with contagious viruses or pets with any other
potentially transferable diseases/sickness will be accepted.

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Cleaning Responsibilities
Daily Cleaning Process

Call all the pets to the same side of the cage/place in accordance to their type.

• Scoop up all the solid fecal material or toy parts with the scooper in each run all at once.

• Spray detergent on every surface of the run.

• Scrub with a stiff brush all the areas, removing the organic material.

• Rinse run/cage.

• Go back to the start of the run section, and spray the walls, floor, and the gate of each run
with the disinfectant solution.

• When you are finished with the entire row, and it has been at least 10 minutes to ensure
proper contact time for disinfectant to work, go back to the first run and rinse with clear water.

• Fill clean water bucket/pails.

• Squeegee each run and walkway.

• Replace beds if needed.

• Provide toy.

• Move all the pets back to the clean side, close the door or remove walls after them and
repeat above process on the other side.

• When finished, open the door or walls and let the pets have access to both sides.

• Empty the poop pail into the dumpster.

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• Soak the scoopers in the disinfectant bucket.

• Empty the trash for your area and replace with clean bags

NOTE: When you remove a pet from his/her cage permanently, place a red “dirty cage” card
on the cage to indicate that the cage needs to be disinfected.

After Service Disinfection for Cages

Cages that require disinfecting should have a red “Dirty Cage” sign hanging on the cage. The person
removing the animal from the cage/facility is responsible for hanging the card.

 Empty the entire cage, and take dishes, any blanket or toy to the washing area.
 Scoop out any organic material
 Spray detergent on every surface of the run.
 Scrub with a stiff brush all the areas, removing the organic material.
 Rinse run/cage.
 Apply disinfectant or bleach solution to all surfaces of cage/run including the top, sides and gate.
 Let it sit for 10 minutes, rinse, and wipe or let dry.

Disinfected cat cage set up:

 Set up with newspaper lining and a full litter pan in the back of the cage.
 Place an empty water dish in the center of the cage upside down.

This setup is a visual sign for all staff and volunteers that the cage is disinfected and ready for a new
animal.

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Meal Preparations
GENERAL

 Please keep this area clean and neat.

 If supplies of rawhides and biscuits run low, re-stock the area from main inventory
supplies.
 Keep the stock of canned dog food on the shelves complete, re-stocking as needed.
 Immediately take all dirty dishes to the dish washing station for disinfection.
 Please do not leave open bags of dog food lying around. All food should be in the rolling
bin either labeled “dog food” or “puppy food.”
 Use a bleach spray to keep the table clean; be sure to mix the bleach fresh each day.
 Keep the tops tight on the food holders for adult and puppy food.
 When these food holding containers are empty, roll them over to the supply corner and
re-fill with appropriate food type.
 Sweep up any spilled dog food after each feeding.

Filling Water Pails

 The water at the shelter is potable.

 Fill the watering can with water.
 The water pails will be available on cages and along the facility in order for the pets to
have open access towards it.

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 When putting water in cages of puppies, place the bowls to the back of the cage – they
are less likely to be tipped over.

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