23/09/2024
**Dear Valued Customers,**
Thank you for your continued support and trust in our services. We would like to take this opportunity to address recent feedback regarding the overtime charges applied when pets are picked up after 2:00 PM, particularly for dogs staying overnight at our facility.
Please note that for dogs staying with us, the checkout time is before 2:00 PM on the day of pickup. Any pickups made after 2:00 PM will incur a half-day overtime charge, regardless of whether the delay is 10 minutes or 1 hour. This policy is applied consistently to all customers, whether you are a regular or a new client, in order to ensure fairness.
We kindly ask for your understanding and empathy towards this policy. Timely pickups help us efficiently manage our schedule and ensure we provide the best care for each pet. If you are unable to pick up your dog by the designated checkout time, we welcome you to plan accordingly, but please allow us to apply the necessary overtime charges.
To avoid these extra fees, we encourage you to plan ahead and ensure that your dog is picked up on time. We greatly appreciate your understanding and cooperation, and we look forward to continuing to serve you and your pets.
Thank you once again for your support!
**Sincerely,**
Ekian Pet House
