Policies

What to know before your pet's stay

These are the simple ground rules that keep every guest safe, comfortable, and well cared for.

Booking & payment

Submitting a request does not require payment and does not create a confirmed reservation. Every request is reviewed personally by House of Freja. If your request is approved, you will receive a payment request. Your stay is confirmed only after payment has been successfully completed.
Every booking request is reviewed personally to make sure we can provide the right care for every pet. Booking early is encouraged, especially around holidays.

Vaccinations & health

Current vaccination records are required before your pet's stay.
Please share any medications, allergies, and medical needs in your Pet Profile so we can follow your routine exactly.
Pets must be free of fleas and ticks, and in good general health, on arrival.

Daycare & boarding hours

Daycare includes up to 10 hours of care.
Boarding includes care until your original drop-off time on pickup day, with a two-hour grace period. Pickup more than two and up to eight hours later adds 50% of each pet's applicable nightly boarding rate. Pickup more than eight hours later adds each pet's applicable full daycare fee. Any extended-care charge is included in your booking total.
Drop-off and pick-up times are agreed when your reservation is confirmed.

Holiday stays

Holiday rates apply during 4th of July weekend, Labor Day weekend, Thanksgiving, and Christmas and New Year's.
Holiday reservations are limited and are confirmed in the order requests are received.

During the stay

You'll receive daily photo and video updates.
Premium beds and blankets are provided; you're welcome to send a familiar item from home.
Cats stay in quiet, cat-only spaces.

Safety & liability

Every pet is cared for in our home with the same attention we give our own. Even so, pets can injure themselves or become ill while away from home. House of Freja LLC is not liable for illness, injury, escape, loss or death of a pet that is not caused by our negligence, and you remain responsible for any injury or damage your pet causes to people, other pets or property during the stay.

Food & supplies

Please send enough of your pet's own food for the whole stay, plus a little extra. If additional food must be purchased due to an insufficient supply provided by the owner, the cost of the food plus a $15 convenience fee may be charged to the owner's account.

Behavior disclosure

You must tell us about any history of biting, aggression toward people or other animals, resource guarding, escaping, or severe separation anxiety before the stay. Every request is reviewed personally for compatibility and care needs, so honesty keeps every guest safe. Undisclosed behavior may end the stay early, with pick-up required and no refund of the remaining days.

Veterinary care authorization

If your pet becomes ill or injured and you cannot be reached, you authorize House of Freja LLC to seek veterinary care — from your own veterinarian when possible, otherwise the nearest available clinic — and you agree to be responsible for all veterinary and transport costs.

House of Freja cancellation policy

Version 2026-10

House of Freja provides personal, small-scale care, and every reservation is reviewed individually based on the pets already scheduled. When we confirm your pet's stay, we may turn away another family. Please let us know as soon as possible if your plans change.

Before payment: An approved but unpaid request is not a confirmed booking. You may withdraw an unpaid request without a cancellation charge. If the payment deadline passes, this is not a cancellation and no fee is due.
Daycare: Daycare cancelled at least 24 hours before scheduled drop-off receives a House of Freja account credit, or the applicable package day is returned. Card refunds are not automatic. Cancellations made less than 24 hours before drop-off and no-shows are charged the full daycare rate. If a daycare package is being used, one package day is deducted.
Recurring daycare: The daycare cancellation policy applies separately to every scheduled daycare date. A day removed at least 24 hours before its scheduled drop-off time is returned to the applicable package or account. A day removed less than 24 hours before drop-off is charged or deducted as used.
Standard boarding: Boarding cancelled at least 72 hours before the scheduled drop-off time receives a full refund. Boarding cancelled between 24 and 72 hours before drop-off receives a 50% refund. Boarding cancelled less than 24 hours before drop-off and boarding no-shows are non-refundable.
Holiday and peak-period boarding: Holiday or peak-period boarding cancelled at least seven days before scheduled drop-off receives a full refund. A cancellation made between 48 hours and seven days before drop-off receives a 50% refund. A cancellation made less than 48 hours before drop-off, or a no-show, is non-refundable. Our peak periods include Spring Break, Easter weekend, Memorial Day weekend, July 4 weekend, Labor Day weekend, Thanksgiving week, and December 20 through January 3. The terms that apply are shown before you pay.
House of Freja account credit: Account credit shows its source, amount, date and related stay in your portal. It is applied automatically to your next eligible direct House of Freja booking, never to Rover bookings. It does not expire, is non-transferable and has no cash value, except when House of Freja approves a card refund or applicable law requires one.
Early pickup: Because care and space were reserved for the complete stay, unused daycare time or boarding nights resulting from an early pickup are not refundable.
Emergencies: We understand that genuine emergencies happen. House of Freja may waive or modify a cancellation charge at its discretion, including approving a card refund as a documented exception.
If House of Freja cancels: If House of Freja cancels a confirmed stay, you may choose a full refund or full account credit.
Cancellation timing: A cancellation is effective when it is submitted through the parent portal or received and confirmed by House of Freja, using Dallas (Central) time.
Refund timing: Approved card refunds may take several business days to appear, depending on your bank.
Rover: Rover reservations are handled and paid entirely through Rover and remain subject to Rover's cancellation and refund rules. House of Freja does not process Rover payments or refunds.

Questions?

Call (972) 795-9048 or email alpha@houseoffreja.com and we'll help you plan the stay.

Request a stay