FAQ

Frequently Asked Questions – FAQs

How do I get inside?

It’s easy and fully automated. Use your reservation on your phone (click the Maxx & Fluffy’s icon or go directly to https://maxxfluffy.podplay.app/) to access the secure door(s) when you arrive.

How long can I stay at the pod?

You can access the pod from the time your booking starts until it endsby tapping on your reservation under https://maxxfluffy.podplay.app/reservations in order to enter or reenter.

Our security team will charge penalties to those who overstay and ignore voice downs.

Do I need to bring my own equipment?

No, you don’t need to bring your own equipment! We provide everything you need for a great dog-washing experience. Please email hello@maxxfluffy.com for more information.

Can I pick my preferred washing station in a self-serve pod?

Yes! You can choose your preferred washing station while checking out in the booking system. A drop-down menu will allow you to select your desired station, provided it’s not already booked by someone else. The default option is “auto-assign,” which means the system will automatically select a station for you up to 15 minutes before your reservation.

Can I extend my time?

Yes! You can extend your table time so long as it’s available after your initial reservation. To do so, please book it through your profile (maxxfluffy.podplay.app).

What happens if I run over my allotted time?

If you exceed your reservation time by more than 5 minutes, the system will automatically charge you for an additional 60 minutes. Please ensure that you clear your washing station when your reservation ends. You are welcome to stay in the pod to collect your belongings and freshen up, but the station must be cleared within 5 minutes after your reservation concludes. If others are waiting for their reservation, please clear the station immediately.

Our security team will charge penalties to those who overstay and ignore voice downs.

Can I delete my account?

Yes, in both the iOS app and in the web app. Go to “Account info” and hit “Delete account”.

Can I cancel my booking?

Yes. You can easily cancel your reservation from maxxfluffy.podplay.com/reservations through the “Cancel Reservation” button. So long as you cancel prior to 12 hours to your reservation there is no charge. After that, there is a minimal charge of $5/hour up to 2 hours before your reservation. If you cancel within 2 hours you will be charged $5/hour less than what your reservation would have been (in the form of account credit). This policy helps us manage bookings, as we may not be able to fill the time slot after it has been reserved. We appreciate your understanding, and please remember to cancel if you can’t make it!

If you feel there are extenuating circumstances email us at hello@maxxfluffy.com.

How do you make sure that everybody is safe at the pod?

We employ a third-party security firm which is monitoring each pod 24/7. This firm has a direct connection to the pod via CCTV camera system and built-in speaker system. Also, we have strict rules of the pod which will be enforced in order to keep everybody safe.

There is an open washing station next to us—can we use it?

No, you cannot use it without a reservation. All washing stations require a reservation, even if they appear empty. Switching stations without a reservation may result in a fine.

Is smoking or vaping allowed?

No. Neither smoking nor vaping is allowed. If you are caught doing either you may be subject to your account being blocked and a fine.

Our security team will charge up to $500 penalties to those who smoke or vape inside the premises.

Are there penalties for breaking the rules?

Yes. Our security will charge penalties for infractions. The penalties vary depending on severity and escalate especially after ignored voice downs or reminders. The following is a list of infractions that carry penalties:

  • Significant overstaying – up to $250
  • Bringing more than the allowed number of friends for an extended period of time – up to $400
  • Smoking or vaping – up to $500
  • Bringing and consuming alcohol – up to $500
  • Ignoring voice downs and reminder in general – up to $500
  • Breaking or mistreating equipment – no limit
  • Showing disrespect to other customers – no limit
  • and more