Last updated: April 2026

General Terms

These Terms of Service ("Terms") govern your use of bird boarding, grooming, and related services provided by Avian Haven Richmond Hill ("we," "us," or "our"), operating in Richmond Hill, Ontario, Canada. By booking or using any of our services, you agree to be bound by these Terms in their entirety.

We provide professional bird boarding, bird sitting, and grooming services for companion birds of various species. All services are subject to availability and our assessment of each bird's suitability for our care environment. These Terms are governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein.

Booking and Reservations

All boarding reservations must be made in advance through our website contact form, by phone, or by email. To confirm a booking, the following conditions apply:

  • Deposit: A non-refundable deposit may be required at the time of booking to secure your reservation. The deposit amount will be communicated during the booking process and will be applied toward your total boarding fee.
  • Minimum stay: A minimum stay of one (1) night applies to all boarding reservations.
  • Check-in and check-out: Drop-off and pickup times will be arranged during the booking process. Please arrive within the agreed-upon time window. We ask that you allow sufficient time for a proper handover, including reviewing your bird's care instructions with our team.
  • Late pickup: If you are unable to collect your bird by the agreed-upon checkout time, additional boarding fees will apply for each extra day or partial day. Please notify us as soon as possible if your return will be delayed.
  • Extended stays: If you need to extend your bird's stay beyond the original reservation dates, please contact us at least 24 hours in advance. Extensions are subject to availability.

Health and Vaccination Requirements

The health and safety of all birds in our care is our highest priority. To protect every bird staying with us, we require the following:

  • Healthy birds only: All birds must be in good health at the time of drop-off. We reserve the right to refuse boarding for any bird that appears ill, injured, or shows signs of contagious disease upon arrival.
  • No contagious diseases: Birds with known or suspected contagious conditions (including but not limited to Psittacine Beak and Feather Disease, Avian Polyomavirus, Psittacosis, or Avian Gastric Yeast) may not be boarded. If your bird has recently been exposed to a contagious illness, please inform us before your booking.
  • Veterinary clearance: If your bird has been recently ill or is recovering from an illness or surgery, we may require a veterinary health certificate or clearance letter confirming the bird is fit for boarding and poses no risk to other birds.
  • Disclosure obligation: You are required to disclose any known health conditions, behavioural concerns, medications, or recent veterinary treatments at the time of booking.

What to Bring

To ensure your bird's comfort and continuity of routine during their stay, owners are expected to provide the following:

  • Food and treats: Please bring a sufficient supply of your bird's regular diet, including pellets, seed mixes, fresh food preferences, and any treats. This helps prevent dietary disruption during the boarding period.
  • Cage: We encourage owners to bring their bird's own cage whenever possible, as familiar surroundings reduce stress. If you are unable to bring a cage, cage rental may be available for an additional fee, subject to availability.
  • Medications: If your bird requires daily or periodic medication, please bring the medication along with clear written dosing instructions from your veterinarian.
  • Care instructions: Written instructions outlining your bird's daily routine, dietary preferences, favourite toys, sleep schedule, and any behavioural notes are greatly appreciated and help us provide the best possible care.
  • Comfort items: Favourite toys, perches, or cage accessories from home are welcome and can help your bird feel settled.

Owner Responsibilities

As the bird's owner, you are responsible for the following:

  • Accurate health information: You must provide truthful and complete information about your bird's health history, dietary needs, behavioural tendencies, and any known medical conditions. Failure to disclose relevant health information may affect our ability to provide appropriate care and may void certain liability protections.
  • Emergency contact: You must provide at least one reliable emergency contact who can be reached during your bird's stay. If you will be unreachable (e.g., travelling internationally), please designate an alternate contact person authorised to make decisions on your behalf.
  • Current veterinary information: You must provide the name, address, and phone number of your bird's regular avian veterinarian, along with any relevant medical records.
  • Timely pickup: You are responsible for collecting your bird on the agreed-upon date and time. Failure to pick up your bird within 48 hours of the scheduled checkout without prior arrangement may result in additional fees and further action.

Our Responsibilities

Avian Haven Richmond Hill is committed to providing a high standard of care for every bird entrusted to us. Our responsibilities include:

  • Reasonable standard of care: We will exercise reasonable care and diligence in looking after your bird, consistent with industry best practices for avian boarding facilities.
  • Daily monitoring: Your bird will be visually checked multiple times daily for signs of distress, illness, or changes in behaviour, appetite, or droppings.
  • Clean environment: We maintain a clean, well-ventilated, and temperature-controlled boarding environment. Cages, food dishes, and water containers are cleaned and refreshed daily.
  • Species-appropriate handling: Our team is experienced with a wide range of companion bird species and will handle your bird with appropriate care, respecting species-specific needs, temperaments, and stress thresholds.
  • Updates: We will provide periodic updates, including photos, during your bird's stay upon request.

Emergency and Veterinary Care

In the event that your bird becomes ill, is injured, or shows signs of medical distress during their stay, the following procedure applies:

  • Owner notification: We will attempt to contact you (and your designated emergency contact, if applicable) immediately upon identifying a potential health concern.
  • Urgent veterinary care: If we are unable to reach you and the situation is urgent, we reserve the right to transport your bird to a qualified avian veterinarian for assessment and treatment. We will use your designated veterinarian whenever possible, or the nearest available avian clinic if your veterinarian is unavailable.
  • Cost responsibility: All veterinary fees, medications, diagnostic testing, and emergency care costs incurred during your bird's stay are the sole responsibility of the owner. By booking with us, you authorise us to seek emergency veterinary care on your behalf and agree to reimburse all associated costs in full.
  • Treatment decisions: In a life-threatening emergency where the owner cannot be reached, we will authorise reasonable life-saving measures at the veterinarian's discretion. We will not authorise euthanasia without the owner's explicit consent, except where a veterinarian determines it is the only humane option to prevent further suffering.

Liability and Limitation

While we take every reasonable precaution to ensure the safety and well-being of your bird, you acknowledge and agree to the following:

  • Pre-existing conditions: We are not liable for illness, injury, or death resulting from pre-existing health conditions, whether known or unknown at the time of boarding.
  • Stress-related issues: Some birds may experience stress during boarding due to changes in environment, routine, or the presence of other birds. We are not liable for stress-related behavioural changes, feather plucking, appetite loss, or similar responses that may occur during or after the boarding period.
  • Escape or self-injury: Despite our best efforts to maintain secure enclosures, we cannot guarantee against escape or self-inflicted injury. We are not liable for injuries sustained through a bird's own behaviour, including biting cage bars, excessive climbing, or other self-injurious actions.
  • Maximum liability: Our total liability for any claim arising from your bird's stay shall not exceed the total boarding fees paid for the reservation in question.
  • Force majeure: We shall not be held liable for any failure to perform our obligations under these Terms caused by circumstances beyond our reasonable control, including but not limited to natural disasters, severe weather, power outages, fire, flooding, pandemic, government orders, or other acts of God.
  • Indemnification: You agree to indemnify and hold harmless Avian Haven Richmond Hill, its owners, employees, and agents from any and all claims, damages, losses, and expenses arising from your bird's stay, except where caused by our gross negligence or wilful misconduct.

Grooming Services

We offer bird grooming services including nail trimming, wing clipping, and beak conditioning. The following terms apply to all grooming services:

  • Consent required: By booking a grooming appointment, you consent to the specific grooming services requested. If additional grooming is recommended during the session, we will seek your approval before proceeding.
  • Acknowledgement of risks: Grooming procedures carry inherent minor risks. Nail trimming may occasionally result in minor bleeding if a blood vessel (the quick) is nicked. Wing clipping, while generally safe, involves handling that may cause temporary stress. You acknowledge and accept these risks by booking grooming services.
  • No sedation: We do not administer sedation or anaesthesia during grooming. All grooming is performed using gentle restraint techniques. If a bird becomes excessively stressed or aggressive during grooming, we may stop the procedure for the bird's safety and contact you to discuss alternatives.
  • Post-grooming care: We will provide guidance on post-grooming care and monitoring. Please contact us or your avian veterinarian if you notice any concerns following a grooming session.

Photos and Media Release

By boarding or grooming your bird with us, you grant Avian Haven Richmond Hill permission to photograph and record video of your bird during their stay. These images and videos may be used for the following purposes:

  • Social media posts on our official accounts (Instagram, Facebook, TikTok, YouTube, Pinterest)
  • Website content, including galleries, testimonials, and promotional materials
  • Marketing and advertising materials, both online and in print

No personal information about the owner will be shared alongside these images without your explicit written consent. If you do not wish your bird to be photographed or featured in our marketing, please inform us in writing at the time of booking, and we will honour your request.

Privacy

We are committed to protecting your personal information. For full details on how we collect, use, store, and protect your data, please refer to our Privacy Policy. By using our services, you acknowledge that you have read and understood our Privacy Policy.

Cancellation and Refund Policy

We understand that plans can change. The following cancellation and refund terms apply to all boarding reservations:

  • 48-hour cancellation: If you cancel your reservation at least 48 hours before the scheduled drop-off time, you will receive a full refund of any payments made, excluding the non-refundable deposit (if applicable).
  • Late cancellation: Cancellations made less than 48 hours before the scheduled drop-off time may be subject to a cancellation fee equivalent to one night's boarding charge.
  • No-shows: If you fail to arrive for your scheduled drop-off without prior notice, the full deposit will be forfeited, and the reservation will be released.
  • Early pickup: If you collect your bird before the originally scheduled checkout date, no refund will be issued for the unused portion of the boarding period.
  • Refund processing: Approved refunds will be processed within 7 to 10 business days using the original payment method.

Changes to These Terms

We reserve the right to update or modify these Terms of Service at any time. When we make changes, we will update the "Last updated" date at the top of this page. We encourage you to review these Terms periodically. Continued use of our services following any changes constitutes your acceptance of the revised Terms.

If we make material changes that significantly affect your rights or obligations, we will make reasonable efforts to notify existing clients via email or at the time of their next booking.

Contact Us

If you have any questions about these Terms of Service or need clarification on any policy, please contact us through our website. We are happy to discuss any concerns before you book.