FAQs
First Time at Petfinity
- Your pup must have current DAPP, rabies, and Bordetella vaccinations.
- Cats must have current rabies and RCP.
- Ferrets must have rabies and Ferret Distemper.
- Rabbits – we strongly recommend the RHDV2 vaccine to protect against the Rabbit Hemorrhagic Disease Virus, a highly contagious and often fatal illness.
Canine Infectious Respiratory Disease Complex (CIRDC), formerly known as kennel cough, is like the common cold and flu in humans—a common issue for social dogs that is usually mild and manageable. Although we require vaccinations for all visiting dogs, no vaccine completely prevents exposure to potential germs. Like the human flu vaccine, these vaccinations help reduce the severity of signs should exposure occur.
To help keep our community safe and healthy, dogs showing signs of illness—such as coughing, sneezing, or a runny nose—must stay home until they’ve fully recovered. Thank you for helping us care for all our beloved pets!
While occasional exposure is a natural risk in social environments, being informed, proactive, and respectful of others ensures the well-being of all pets in our facility.
We accept:
- Visa and Mastercard debit and credit cards
- Trupanion Pet Insurance
- Cash
- e-Transfer (with prior arrangement and authorization from the Petfinity Management team).
Can I have a tour of the boarding/daycare facility before I make a reservation?
Yes, absolutely! Tours are available Monday–Friday between 10:00 am and 3:00 pm. Outside of these hours may be possible, but availability is limited. While reservations for tours are not required, we strongly recommend calling ahead to ensure one of our team members is ready to greet you.
Because the pets in our care are always our top priority, we may need to delay or decline a tour if our team is required elsewhere at that time.
Please note: No tours are available during long weekends or holidays, including but not limited to:
Christmas & New Year’s
Easter
Mother’s Day & Father’s Day
Canada Day
August long weekend
September long weekend
Thanksgiving
Remembrance Day
Victoria Day
These are peak boarding periods, and during these times our team’s full attention is dedicated to caring for the pets entrusted to us. We appreciate your understanding and cooperation.
Is Petfinity locally owned?
Absolutely. Petfinity was founded by born-and-raised Calgarians with a passion for creating a trusted, community-focused space for pets and the people who love them.
How do Petfinity service packages work?
Petfinity offers service packages designed to help you save on your pet’s favourite activities and care services. All packages must be used within 6 months of the purchase date or until all visits have been redeemed, whichever comes first.
Memberships
You can pre-register online through our Memberships page, and then complete your final registration in person at our reception during your next visit.
At this time, memberships are set at the level you select when you sign up, and we are not able to upgrade or downgrade them once activated. This helps us keep our pricing fair, benefits consistent, and services properly scheduled for all members. If you think a different level of membership might better suit your needs in the future, you’re welcome to switch once your current membership term has ended. Our team will be happy to help you review your options and choose the best fit moving forward.
Indoor Park
Each reservation is dedicated to one household, so you can fully relax and enjoy the space together. You’re welcome to bring up to 4 people and 2 dogs from the same household, with additional household guests or pets joining for $5 each.
Guests or dogs from a different household may also join during your reserved time if invited by the reservation holder; however, they will be subject to regular park entry rates.
Cold Weather Policy: On days when temperatures reach -15°C or colder (including windchill), the Small Dog Park will not be reservable to ensure the comfort and safety of our guests.
Yes, you can use them on walking paths around the park. We ask that you do not bring strollers onto the turfed services to ensure they stay in pristine condition!
What do Rufferees do?
Our amazing Rufferees help maintain a happy and safe environment! They:
- Manage park capacity
- Monitor play and step in if needed
- Break up any scuffles to keep the peace
What if my dog gets too rowdy?
If needed, Rufferees may step in to help. If a dog continues to show signs of aggression, we may ask them to take a break from the park.
Please Note: Rufferee-Free Park Time
At certain times, a Rufferee may not be present in the park. When this happens, our reception team will let you know before you enter so you can make the best decision for you and your dog.
You are welcome to:
- Enter the main park as usual, understanding that all dog interactions will be unsupervised.
- Choose the smaller, quieter park (if available).
- Or simply return at another time when a Rufferee is on duty.
If you do choose to enter during Rufferee-free hours, you accept responsibility for actively supervising your dog and ensuring safe, respectful play. This is just like being at the beach when there’s no lifeguard on duty—you’re in charge.
All park rules remain in effect at all times, and respectful conduct between owners is expected. If you need support, our reception team is always here to help.
What is Canine Infectious Respiratory Disease Complex (CIRDC) and how do we manage it?
CIRDC, formerly known as kennel cough, is like the common cold and flu in humans—a common issue for social dogs that is usually mild and manageable. Although we require vaccinations for all visiting dogs, no vaccine completely prevents exposure to potential germs. Like the human flu vaccine, these vaccinations help reduce the severity of signs should exposure occur.
To help keep our community safe and healthy, dogs showing signs of illness—such as coughing, sneezing, or a runny nose—must stay home until they’ve fully recovered. Thank you for helping us care for all our beloved pets!
While occasional exposure is a natural risk in social environments, being informed, proactive, and respectful of others ensures the well-being of all pets in our facility.
Does your park have Happy Hour?
Yes! Our Indoor Dog Park offers Happy Hour on weekdays from 3:00 PM to 5:00 PM, with discounted admission available during this time. Happy Hour pricing applies to up to 2 dogs and 2 people from the same household.
Cold Weather Policy: On days when temperatures reach -15°C or colder (including windchill), the Happy Hour is not available to ensure the comfort and safety of our guests.
Boarding
What if I need a late check-out?
We get it—schedules can be unpredictable! If you need to pick up your pet after 12:00 PM, we offer a discounted day of daycare so your pet can continue playing, socializing, and having fun while you wrap up your day.
Can I book boarding outside of standard hours?
Yes! We may be able to accommodate requests outside of standard hours on a case-by-case basis, depending on availability and staffing. Please contact us by phone or email, and one of our friendly Petceptionists will be happy to discuss options with you. Additional fees may apply.
Do I need to make a deposit for my pets’ boarding reservation?
Yes. After submitting a reservation request, you’ll automatically receive a link to pay a reservation deposit. Outside of peak periods (see Peak Periods section below for details), this deposit is 25% of the total cost of your pet’s stay. Paying this deposit is required to secure your reservation—if it isn’t received, we’re unable to hold the booking, and alternative lodging options may be required at drop-off if availability is limited.
The remaining 75% of the boarding cost is collected at drop-off.
For pets staying in our luxury suites, a separate refundable damage deposit of $150 is required. This damage deposit is completely separate from the reservation deposit and is collected at drop-off, not at the time of booking. The damage deposit will be returned at pick-up, provided no damage occurs to the suite during your pet’s stay.
Can I cancel my booking?
Yes, we understand that plans can change! Here’s how our flexible cancellation policy works:
- Cancel up to 48 hours before the selected drop-off time for a full refund.
- Cancel less than 48 hours before – the full deposit is forfeited and cannot be applied to future bookings.
Please note: cancellation terms may differ during peak periods and Christmas reservations. For full details and applicable timelines, please refer to the Peak Periods section below.
Can intact dogs stay at Petfinity?
Yes! For intact dogs over 10 months in group play, a $5 daily care rate applies to support enhanced playgroup selectivity for safety and comfort. The daily care rate does not apply to intact dogs under 10 months old.
Can I board multiple pets together?
Absolutely! Whether you’re booking for dogs and cats together or have more than four pets, we can customize your boarding arrangements to fit your family’s needs. Contact us, and we’ll find the best solution for your pet crew!
Can I book vet or grooming services while my pet is boarding?
Yes! If your pet could use a spa day, why not book a grooming session so they come home looking and feeling their best?
Also, if Petzoic Vet Hospital is your go-to vet, we can coordinate any needed vet appointments or prescription refills while your pet is with us.
Can I bring my pet’s treats for their boarding stay?
Absolutely! We want your pet to feel as comfortable and happy as possible during their stay. If your pet has preferred snacks, feel free to pack some, or you can always include some tasty add-ons for your pet’s stay.
Can I bring my pet’s favourite toys or bed for their boarding stay?
We ask that you leave your pet’s special toys and bedding at home so they’ll be there waiting for a happy reunion when your pet returns!
How should I provide my pet’s medication?
For the safety and well-being of all pets in our care, please do not mix medications into your pet’s food before drop-off. Medications must be brought in their original packaging with the veterinary prescription label clearly visible. This ensures we can verify dosages and administer the medication as directed.
What happens if my pet goes into heat during their stay?
While we’re typically unable to accept pets who are in heat at check-in, exceptions can occur during a boarding stay. If your pet unexpectedly enters heat while boarding, an in-heat care fee of $15 per day will be added to your reservation. This fee helps cover the additional cleaning, specialized care, and attentive supervision required to maintain a safe and hygienic environment for all guests.
For dogs, your pup will be transitioned into our Tailored Play program, designed to minimize stimulation and maximize safety during this time. This program is $23 per 30-minute play session, with a minimum of one session per day required to support your dog’s well-being. Additional sessions may be added if desired.
This approach ensures your pet continues to receive thoughtful, respectful care while keeping all pets in our facility safe and comfortable.
- Portion it yourself: Our reception team will provide Ziploc baggies for you to portion your pet’s meals yourself in the reception area before your pet’s belongings are accepted into our kitchen area. A one-time $5 fee will apply to cover the cost of the provided bags.
- Have our team portion it for you: If you prefer not to portion the food yourself, our team can prepare the individual meal portions for you. This service is $5/day for the full duration of your pet’s stay.
Exotic Pet Boarding
Do I need to bring my exotic pet’s food?
Yes. For all exotic pets, clients must supply their own food and treats to ensure their pet’s diet remains consistent and stress-free during their stay. This includes pellets, hay, vegetables, fruits, seeds, insects, or supplements as appropriate for their species.
Can you provide fresh produce for my small pet during their stay?
Yes. If you’re away for an extended period, we can purchase fresh produce for your small animal while they board with us. The cost will be added directly to your reservation, making payment simple when you pick up your pet.
Can you provide fresh insects for my reptile during their stay?
Yes. If you’re away for an extended period, we can arrange to purchase fresh worms, insects, or bugs for your reptile. The cost will be added to your reservation for easy payment upon pick-up. Alternatively, you can arrange for someone to deliver your pet’s preferred insects directly to us during their stay.
Can I bring my own dishes or water bottles?
Absolutely! You are welcome to bring your pet’s dishes, but we strongly recommend avoiding glass or ceramic due to the risk of breakage. For rabbits, guinea pigs, or other bottle drinkers, please bring their water bottle. If no dishes are provided, we can supply food and water bowls.
Is bedding or litter provided?
We provide bedding (towels/blankets) and wood pellet litter unless you prefer to bring your own. Personal bedding must be clearly labelled—ideally marked with a Sharpie on a tag or directly on the fabric. For species that require a specific litter, such as Carefresh, please bring enough for their stay.
If your pet is still litter training, a litter training fee of $9.98 applies. This helps cover the additional cleaning and laundry needed to keep their space fresh and hygienic throughout their visit.
Do I need to bring my pet’s cage?
It depends on the species:
- Rabbits – No cage needed; they can stay in our Critter Corner or a Cage Bank kennel.
- Guinea pigs – They can stay in our Critter Corner, their own cage or use a Cage Bank kennel.
- Ferrets – Must be housed in Critter Corner for safety.
- Hedgehogs – May bring their own cage or use a Cage Bank kennel.
- Hamsters, gerbils, birds, reptiles, snakes, turtles, and fish – Must bring their own complete enclosure and setup.
Can I bring toys or enrichment items for my exotic animal?
Absolutely! We encourage you to bring your pet’s favourite hides, toys, chews, or perches to make their stay comfortable and familiar.
Do reptiles or snakes need special instructions?
Yes. All reptiles and snakes must arrive with their own tank/terrarium, heating elements, substrate, and hides, plus detailed care and feeding instructions. Snakes must have locking lids on their tanks. We do not live feed; any rodents must be frozen, and clients must supply snake tongs if feeding will occur during the stay.
Daycare
Do you offer late check-out?
Yes, we’ve got you covered! If you need a little extra time, late check-out is available:
- Monday – Friday: 8:00 PM – 9:00 PM
- Weekends & Holidays: 5:00 PM – 6:00 PM
A small $8 late check-out fee applies.
Does Dog Daycare include Group Play?
Yes! Group Play is included in both full-day and half-day daycare reservations, so your pup can enjoy fun, supervised socialization with friends!
Can I just walk in for daycare?
Yes! Walk-ins are always welcome, and pre-booking is not required. That said, we do recommend reserving in advance when possible. Pre-booking allows us to plan ahead and bring in additional team members on busier days, so every pet enjoys maximum supervised playtime.
If you choose to walk in on a particularly busy day, your pet will still receive playtime—though rotations may be slightly shorter to ensure all guests get time out of their kennels. Pre-booking simply helps us give your pet the best experience possible.
What is included in the Cat Daycare service?
What do cats get during their stay — play time, socialization, rest, special enrichment, meals, litter maintenance, etc.
What should I bring to Daycare with my cat?
For safety reasons, all cats must arrive in a secure carrier. In the unlikely event of an emergency or evacuation, if a carrier is not provided, one will be taken from our retail area and the cost will be charged to the owner.
Please do not bring toys or bedding, as these items cannot be accommodated in our daycare environment.
How long is a half-day of daycare?
A half-day is a 4-hour program for dogs. If your pup stays longer than 4 hours, they will automatically be upgraded to the full-day rate so they can continue having fun.
When do I pay for daycare?
You can conveniently settle your daycare payment when you pick up your pet!
What if I forget to pick up my pet?
We understand that things happen! However, pets not picked up by the last call will be admitted to overnight boarding at the owner’s expense to ensure their safety and comfort.
Food will be grabbed from our retail store, and the cost will be added to the reservation as well to be settled when you come to pick them up the next day!
Can intact dogs attend daycare?
- For intact dogs over 10 months in group play, a $5 daily care rate applies to support enhanced playgroup selectivity for safety and comfort. The daily care rate does not apply to intact dogs under 10 months old.
- For everyone’s safety, we cannot accept female dogs in heat at check-in. If a female pup goes into heat during her stay, an in-heat care fee of $15/day will be added to your reservation, and she will enter our Tailored Play program at a $23 per session rate.
- If group play isn’t a good fit, your dog will enjoy our Tailored Play program, which includes small groups, specific playmates, and/or solo play, at a $23 per session rate.
Does my pet need to be vaccinated to visit Daycare?
- Your pup must have current DAPP, rabies, and Bordetella vaccinations.
- Cats must have current rabies and FVRCP.
How do Petfinity service packages work?
Petfinity offers service packages designed to help you save on your pet’s favourite activities and care services. All packages must be used within 6 months of the purchase date or until all visits have been redeemed, whichever comes first.
Stay & Play
When should I pick up my dog?
Stay & Play is a 2-hour program, so pick-up must be within 2 hours of drop-off to avoid extra charges.
What happens if I’m late for pick-up?
If your pup stays beyond the 2-hour window, they will be automatically upgraded to half-day or full-day daycare at the owner’s expense, so they can continue playing and enjoying their time with us.
What if I don’t pick up my pet before the last call?
We always prioritize your pet’s safety and comfort! If your dog is not picked up by the last call, they will be admitted to overnight boarding at the owner’s expense to ensure they remain in a safe and supervised environment.
Can intact dogs join Stay & Play?
- For intact dogs over 10 months in group play, a $5 daily care rate applies to support enhanced playgroup selectivity for safety and comfort. The daily care rate does not apply to intact dogs under 10 months old.
- For everyone’s safety, we cannot accept female dogs in heat at check-in. If a female pup goes into heat during her stay, an in-heat care fee of $15/day will be added to your reservation, and she will enter our Tailored Play program at a $23 per session rate.
- If group play isn’t a good fit, your dog will enjoy our Tailored Play program, which includes small groups, specific playmates, and/or solo play, at a $23 per session rate.
Can I book Stay & Play in advance?
Yes! You’re welcome to book Stay & Play ahead of time, although advance booking is not required. Reserving in advance helps us plan staffing and play groups, allowing us to provide the best possible experience for every pet.
If you choose not to pre-book, that’s perfectly fine—Stay & Play is still available. On busier days, availability may be more limited, but we’ll always do our best to accommodate your pet and ensure they enjoy safe, enriching playtime.
Grooming
Do you adhere to proper safety protocols when grooming pets?
Yes. We take every precaution to ensure a positive and stress-free experience for your pet! Our team, including our Fear-Free Certified groomers, provides gentle, patient care to keep your pet comfortable throughout their visit. By choosing our services, you acknowledge and trust us to prioritize your pet’s well-being. However, just like humans may experience minor skin irritation after a haircut, some pets may be sensitive to grooming products, clippers, or the process itself. Common but rare occurrences include:
- Minor skin irritation (such as clipper burns or nicks).
- Mild stress in a new environment.
- Increased sensitivity in pets with pre-existing health conditions like heart disease, arthritis, or infections.
Do you have any special measures for cats?
Yes! Our Fear-Free Certified cat groomers are specially trained to make every grooming session as calm and comfortable as possible. Your cat will enjoy:
- Dedicated cat grooming hours to separate them from the dogs.
- The quietest clippers available, helping to ease noise-related stress.
- Feliway spray, a scientifically proven pheromone that soothes and reassures cats.
- For cats who require sedation, our groomers work closely with Petzoic Vet Hospital to provide safe, supervised grooming. This collaboration ensures even the most anxious kitties can enjoy a gentle, stylish trim under the care of an experienced veterinary team.
Do your pricing rates vary based on the size of the pet?
Yes. We believe in transparent pricing! Prices may vary based on:
- Pet size – larger pets may require extra time.
- Coat condition – heavily matted or tangled fur requires more care.
- Special grooming needs – some breeds or styles require additional effort.
If any adjustments are needed, we’ll always discuss them with you first so there are no surprises!
Do you ensure pets are protected from fleas and contagious conditions?
Yes, we are ensuring a safe and clean environment for all pets!
If your pet is known to have fleas, lice, or any other contagious condition, we kindly ask that you keep them at home until the issue is fully resolved. This helps us keep all pets in our care safe and healthy. In case a pet is found to have fleas, lice, or any contagious condition, we will:
- Pause services immediately to prevent spreading.
- Contact the owner right away to arrange for pick-up.
- Recommend next steps for treatment.
To maintain a hygienic space, a $100 decontamination fee will apply to cover the necessary deep cleaning of the facility. Regular flea and parasite prevention is the best way to avoid this situation!
Can you assist in treating and removing matted fur from my pet?
Yes! Matting can be uncomfortable and even painful for pets. While we always try to save as much fur as possible, severe matting often requires shaving for safety. Attempting to remove heavy mats without shaving can cause:
- Increased risk of nicks, cuts, or abrasions.
- Excess stress and discomfort for your pet.
Do you offer anal gland expression?
Yes, our groomers perform external anal gland expression for your pet’s hygiene. If your pet continues to show signs of irritation, this may indicate an underlying health issue. We recommend consulting with a veterinarian for further assessment and care.
Can you stop in the middle of the process if my pet is too stressed during grooming?
Yes. We take every precaution to ensure a positive and stress-free experience for your pet! Our team, including our Fear-Free Certified groomers, provides gentle, patient care to keep your pet comfortable throughout their visit. By choosing our services, you acknowledge and trust us to prioritize your pet’s well-being.
If we notice signs of significant stress, we will:
- Pause services and contact you for an early pick-up.
- Only charge for the portion of the grooming that was completed.
- Happily reschedule another session to complete the remaining services when your pet is more comfortable.
If needed, we may suggest talking to your vet about anxiety-reducing options to make future visits easier.
Board & Train
- Your dog’s food, pre-portioned by meal in individual containers or baggies to help prevent digestive upset from sudden diet changes.
- Any medications or supplements your dog requires.
- Review everything your dog learned
- Demonstrate the training techniques used during their stay
- Discuss your dog’s strengths and areas that may need continued practice
- Show you how to confidently continue training at home
- Breakfast (if it aligns with their normal routine at home)
- Multiple short training sessions throughout the day, totaling approximately 1 to 2 hours of focused training
- Personalized play session(s) to provide both mental and physical enrichment
- An afternoon training session to reinforce new skills and build on the day’s progress
- Dinner (if it aligns with their normal routine at home)
- Uploading them directly to your Gingr profile
- Emailing them to hello@petfinity.ca
- Bringing them into Petfinity and we’ll gladly update your account for you
Swimming & Hydrotherapy
Can I cancel my appointment?
Yes. We understand that life happens. To ensure we can accommodate all our pet clients, cancellations must be made at least 24 hours in advance of your appointment. Late cancellations, no-shows, or cases where a pet cannot participate due to program requirements will be subject to a $50 cancellation fee.
What if I’m running late for my appointment?
We’ll do our best to accommodate you! However, to respect everyone’s time, late arrivals will result in a shortened session. Arriving on time ensures your pet gets the full benefits of their session.
What happens at the end of my pet’s swim session?
We end sessions a few minutes early to give your pet a rinse with fresh water and give them a good drying with either a towel or a blow dryer if necessary.
How should I bring my dog to the appointment?
For everyone’s safety, please bring your pup on a secure leash and collar—no retractable leashes are allowed. If your pet requires a muzzle, please bring one along, or you can purchase one at our facility.
We also ask that you give your dog a potty break before the session to avoid any surprises in the pool area. Please note that cleaning fees will apply if your pet has an accident in the pool.
What do I need to do when I arrive?
Simply check in at reception, where you can also pay for your pet’s session in advance so there’s nothing to worry about afterwards. One of our team members will then escort your pet to the rehabilitation area. To keep the environment calm and stress-free for all pets, please ensure your dog is under control and avoid loud noises or distractions.
Can I bring something from home to comfort my pet?
Absolutely! Bring a favourite toy that can help your pet feel more comfortable or their favourite treats to give them some extra motivation during their session. We encourage anything that makes the experience more enjoyable for your pet.
Are there any areas that are off-limits?
Yes, for safety reasons, some areas of the facility are restricted to staff only. If you need access, just ask, and we’ll be happy to assist where we can.
Do I need to clean up after my dog?
Yes, and we truly appreciate your help in keeping our space clean! Waste disposal bags are provided, and we ask that you clean up after your pet both inside and outside the facility.
Does my dog need special swim gear?
If required, dogs should wear appropriate swimwear or flotation devices, which Petfinity provides.
Can I swim with my dog?
Yes! Owners are welcome to enter the pool, but only while wearing waders. For safety and hygiene reasons, personal waders cannot be used — however, rentals are available for just $18.00.
Are there any safety precautions?
Yes! For everyone’s well-being:
- No running on the pool deck (it can be slippery!).
- A qualified staff member will supervise all swimming sessions from inside the pool.
- If pool rules are not followed, staff may end the session without a refund to keep the environment safe.
What happens if my dog has an accident in the pool?
We know accidents happen! If your pet defecates in the pool, there is a $150 cleaning fee. If your pet has liquid waste in the pool, which requires a full drain and deep clean, a $500 fee will apply. To help prevent this, we recommend taking your pet for a bathroom break before their swim.
What happens if my pet passes away before completing their sessions?
We know how heartbreaking this can be, and we want to support you in any way we can. If your pet passes away, any remaining sessions can be transferred to another pet or donated to a rescue animal in need.
Is Splash & Play supervised?
Yes, our swimming specialist is always on hand to ensure your pet’s safety while making the experience fun and enjoyable.
Is your pool chlorine or saltwater?
Our pool uses a gentle, carefully balanced chlorine system to keep the water clean and safe for all pets. We take extra precautions to ensure your dog’s skin and coat are protected, maintaining levels that are safe, mild, and pet-friendly — never harsh or irritating.
How deep is the pool?
Our indoor pool is 4 feet deep and has a ramp for easy access.
Is your swimming pool only for dogs?
Not at all! While dogs often love the water, our aquatic center is designed for any pet that can benefit from or enjoy time in the water. Whether your pet needs therapeutic hydrotherapy for rehabilitation or just wants to have fun swimming and splashing, our facility is open to a variety of animals. If you’re unsure if our aquatic services are right for your specific pet, feel free to contact us!
Do you offer packages for swim or hydrotherapy sessions?
Yes! We offer discounted packages for both Splash & Play and Hydrotherapy sessions. Purchasing a package makes it easier — and more affordable — to keep your dog swimming regularly.
Can my dog do Splash & Play if they need rehabilitation?
If your dog is recovering from an injury or surgery, or has mobility challenges, we recommend starting with a Hydrotherapy Session instead. Hydrotherapy provides controlled exercises designed for healing and support.
Hydrotherapy
What’s the difference between Splash & Play and Hydrotherapy sessions?
Splash & Play sessions are for fun, fitness, and confidence-building in the water. They’re great for exercise, mental stimulation, and helping dogs enjoy swimming in a safe environment. If your pet has any pre-existing medical conditions that could be affected by aquatic exercise, we recommend booking with our hydrotherapist first to ensure their safety and well-being.
Does my dog need an Initial Assessment before Hydrotherapy?
Yes. To ensure the perfect fit for your pet, every hydrotherapy swim program starts with an initial assessment. You can book this assessment with our team or have your primary veterinarian send us a release form and skip straight to hydrotherapy sessions.
Does my dog need an Initial Assessment before the Splash & Play Swim Session?
Splash & Play Swim Sessions do not require an initial assessment! However, if you plan to bring two dogs to the pool, each pet should have their first swim session individually to ensure a safe and positive experience for all.
Will I need to participate in my dog’s hydrotherapy sessions?
Sometimes! In certain cases, we may ask you to join a session to learn techniques for at-home care—this helps extend the benefits of rehabilitation beyond our facility. If you have any health concerns that might make these activities difficult, please let us know so we can adjust the plan accordingly.
Is my personal and my pet’s medical information secured?
Yes, your privacy is important to us! All personal and medical information is kept strictly confidential and used only to provide rehabilitation services. We will never share your information with third parties without your consent.
Can my dog switch from Hydrotherapy to Splash & Play later?
Yes! Many dogs graduate from Hydrotherapy and continue with Splash & Play for ongoing fitness, fun, and confidence in the water.
How do Petfinity service packages work?
Petfinity offers service packages designed to help you save on your pet’s favourite activities and care services. All packages must be used within 6 months of the purchase date or until all visits have been redeemed, whichever comes first.
Rehabilitation
What types of pets can benefit from rehabilitation?
Rehabilitation isn’t just for recovery—it helps pets of all ages live healthier, more active lives.
- Prevent injuries in active pets.
- Improve surgical outcomes and speed recovery.
- Restore mobility after surgery or injury.
- Provide support when surgery isn’t an option.
- Manage neurological conditions like paralysis, IVDD, or balance issues.
- Boost fitness and conditioning to manage weight and keep athletic or working pets in top shape for competition and performance.
From dogs and cats to rabbits, ferrets, birds, and reptiles—every pet can benefit from targeted rehab.
What conditions can rehabilitation help with?
Post-surgical recovery (orthopedic and neurological), injury prevention and rehabilitation, osteoarthritis management, joint disease, neurological conditions (paralysis, IVDD, vestibular issues), cognitive dysfunction, and fitness conditioning.
What rehabilitation therapies are offered at Petfinity?
Manual therapy & myofascial release, therapeutic exercise programs, hydrotherapy, and therapeutic laser. Additionally, our partner, Petzoic Vet Hospital, can provide Hyperbaric Oxygen Therapy (HBOT), joint injections (including PRP therapy, with other options coming soon), veterinary chiropractic care, and acupuncture and herbal therapy.
Is rehabilitation only for pets recovering from surgery or injuries?
No, it’s also effective for injury prevention, pre-surgical strengthening, weight management, senior pets, and conditioning for athletic or working dogs.
What should I expect at my first appointment?
The first appointment includes a review of medical records, goal-setting, orthopedic & neurologic exam, stance analysis (when possible), gait analysis, infrared thermal imaging, weight & body condition assessment, and a personalized treatment plan.
How long does rehabilitation take?
Rehabilitation is often an ongoing process, and most pets benefit from at least 10–12 weeks of regular sessions to see noticeable improvements. The frequency and duration of visits will vary based on your pet’s condition, their progress over time, and your schedule.
To make long-term rehab more accessible, we also offer rehabilitation packages that help reduce the cost of appointments while supporting consistent care and better outcomes for your pet.
Do I need a referral from my regular veterinarian?
A referral is not required, but collaboration with the regular veterinarian is recommended, especially for pets with diagnosed conditions or on medications.
Is rehabilitation covered by pet insurance?
Coverage varies by provider and policy, and it’s recommended to check with the insurance provider.
How do I get started with rehabilitation for my pet?
You can book an Introductory Treatment by contacting Petfinity.
How do Petfinity service packages work?
Petfinity offers service packages designed to help you save on your pet’s favourite activities and care services. All packages must be used within 6 months of the purchase date or until all visits have been redeemed, whichever comes first.
Event Space Bookings
Do I need to pay a damage deposit at the time of booking?
Yes, to make the process smooth and fair for everyone, a fully refundable $150 damage deposit is required at the time of booking. This ensures that each guest enjoys a clean, well-maintained space.
Can I cancel my event?
Yes! We understand that plans can change! If you cancel more than 7 days before your event, you’ll receive a full refund of your deposit. For cancellations within 7 days of the booking, there’s a $50 cancellation fee to help cover administrative costs and lost booking opportunities for other guests.
Do my guests need to sign anything before attending?
Yes! If your guests are bringing a pet, they’ll need to complete a quick customer profile for their pet and sign a pet waiver before arriving. This helps us ensure a secure and welcoming environment for all our pet friends.
Guests attending the event without pets are kindly asked to check in with Reception upon arrival and sign a guest waiver on the day of the event.
Can we bring our own food, drinks, or toys?
Absolutely! You’re welcome to bring outside snacks, beverages, and toys for use within your private event space. However, to maintain the highest level of cleanliness and safety, these items are not allowed in the indoor dog park.
Can kids join in the fun at the indoor dog park?
We love creating a space for the whole family! Children of any age are welcome during special family hours: Tuesday, Thursday, Saturday & Holidays from 9:00 AM – 12:00 PM. Children aged 12 & older are welcome anytime.
We love promoting fun for the whole family! However, our indoor park is designed to maximize enjoyment for our canine companions. For these reasons, we may need to limit the number of children at an event to ensure a safe and fun-filled day for all our guests, both two-legged and four-legged.
Will we have access to the indoor dog park during our event?
Yes! You and your guests can enjoy the indoor park for the full duration of your booking. Just make sure to follow park rules and wrap up by the end of your scheduled time so that the next guests can have an equally great experience.
Is the Indoor Dog Park reserved for my dog during an event?
The Indoor Dog Park remains open to the public during events. Event guests are welcome to use the shared park space, but it is not reserved exclusively for private use.
For those looking for a more private experience, the small dog area can be booked as an add-on. This option provides exclusive use of that space during your event, offering extra privacy and a more personalized setting for you and your dog.
Why is the final hour of my booking 55 minutes?
We want to ensure a smooth transition for all our guests! The last 5 minutes of your booking are reserved for a quick handover inspection to make sure everything is ready for the next event.
Do I need to clean up after my event?
Yes, and we appreciate your help in keeping the space clean for everyone! Before you leave, please bag all garbage and ensure the event space is free of pet waste. If extra cleaning is needed, a $150 cleaning fee will apply.
What happens if something gets damaged?
We know accidents can happen! If there’s any damage to the facility (like walls, floors, or furniture), a $150 fee plus repair costs will apply. Your damage deposit helps cover this, but we always appreciate guests treating the space with care.
Can I book the space for dog training?
Absolutely! We love supporting trainers who use positive and humane methods. To ensure the best experience for both dogs and owners, all trainers must be Fear Free & CPDT-KA Certified. This guarantees high-quality training sessions based on science and kindness.
Can I serve alcohol at my event?
Yes, but there are a few important steps! You must get written permission from Petfinity management at least two weeks in advance and obtain a liquor license at your own expense. We want everyone to have a great time, and responsible hosting helps ensure a fun and respectful atmosphere.
Can I bring a dog to a private event if my dog is sick?
To help keep our community safe and healthy, dogs showing signs of illness—such as coughing, sneezing, or a runny nose—must stay home until they’ve fully recovered. Thank you for helping us care for all our beloved pets!
Booking Cancellation
Can I cancel my booking?
Yes! Cancel any time up to 48 hours prior to the booking for a full refund.
For cancellations less than 48 hours in advance, payment is forfeited and cannot be applied to future bookings.
A 50% deposit will be required to secure holiday bookings from December 15 to January 3. Cancellations must be made by December 1, 2026, to receive a full refund. Starting December 2, deposits are non-refundable and cannot be transferred.
Can I cancel my event?
Yes! We understand that plans can change! If you cancel more than 7 days before your event, you’ll receive a full refund of your deposit. For cancellations within 7 days of the booking, there’s a $50 cancellation fee to help cover administrative costs and lost booking opportunities for other guests.
Holidays
- New Year’s Day
- Family Day
- Good Friday
- Easter Monday
- Victoria Day
- Canada Day
- Heritage Day
- Labour Day
- National Day for Truth and Reconciliation
- Thanksgiving Day
- Remembrance Day
- Christmas Eve
- Christmas Day
- Boxing Day
- New Year’s Eve
- Daycare report cards are paused.
- Facility tours are unavailable.
- Long weekends.
- The Calgary Stampede blackout period.
- Christmas and New Year’s holiday season (see Winter Holiday FAQs for seasonal policies and hours).
Christmas & Winter Holiday Peak Period
- Portion it yourself: Our reception team will provide Ziploc baggies for you to portion your pet’s meals yourself in the reception area before your pet’s belongings are accepted into our kitchen area. A one-time $5 fee will apply to cover the cost of the provided bags.
- Have our team portion it for you: If you prefer not to portion the food yourself, our team can prepare the individual meal portions for you. This service is $5/day for the full duration of your pet’s stay.