Pet-care businesses are largely unregulated, and even the most reputable facilities occasionally face incidents: an injury during play, an escape, a medication error, or the tragic loss of an animal. What a pet owner does in the first 72 hours often determines whether the matter is resolved quickly and fairly — or drags on for months.

We recommend a simple protocol. First, request the full incident report, kennel logs, and any video footage in writing. Second, take your pet to an independent veterinarian for a documented examination, even if injuries appear minor. Third, keep a dated log of every conversation with the facility, and avoid social-media posts until you have the facts.

Most boarding disputes can be resolved through mediation with a neutral who understands both consumer protection principles and the operational realities of a busy kennel. The goal is a fair, confidential resolution — not a public fight that helps no one.