Policies and Procedures
1. Booking
1.1. All services are charged at day rate (max 12hrs) or overnight rate (max 24hr).
1.2. Bank Holidays, Christmas, New Year and Easter may incur additional fees which you will be advised of at the time of booking.
1.3. A 'Meet & Greet' consultation is required, prior to reservations, FOR ALL NEW CLIENTS.
1.4. All Daycare spaces are booked at the beginning of each month and paid weekly in advance to secure your pet’s place.
1.5. We do not accept males that have not been neutered.
2. Cancellations
2.1. In the event of Overnight Boarding, cancellations that are notified to us 28 days prior to the start of the booking period, all fees less the non-refundable deposit, will be refunded, or held over for subsequent bookings.
2.2. Any Overnight Boarding bookings that are cancelled between 2-4 weeks before the start date of the booking, will require 75% payment for services. Any overnight booking cancelled between 48 hours and 2 weeks will require 50% payment for services.
2.3. All Overnight Boarding bookings cancelled within 48 hours will be payable in full.
2.4. All Daycare Bookings require full payment for each week in advance. Any cancellation during the week is non-refundable.
2.5. The client agrees to pay at the beginning of each week for their daycare days, requested at the beginning of each month, in order to keep the available slot open for their pet. If a client wishes to stop using their allocated day at anytime, this will be then made available to other clients waiting for available places for all future bookings.
2.6. If the pet service provider, cannot provide the service agreed, we will endeavour to give 24 hours notice.
3. Aggressive Animals
3.1. The pet service provider will not accept aggressive animals.
3.2. The client agrees to be responsible for all costs (including but not limited to medical care, legal fees, etc) if the client’s pet(s) should bite another animal.
3.3. Client agrees that on booking services for their dog(s) that they have represented that the dog(s) to have not shown aggression or caused harm, or threatening behaviour to any individual and/or any pet(s), and the client agrees to contact the provider as soon as possible if any of these behavioural changes presents itself or if it has the potential to cause harm to any individual or pet(s).
3.4. We will not board unruly or untrained dogs.
3.5. If the client’s dog(s) whilst being boarded shows aggressive tendencies towards the pet service provider or their family, or should its behaviour become unacceptable or a nuisance, the client agrees that he/she be placed either with the emergency contact or in a boarding kennel, until the client returns, and this will be subject to a transfer charge.
4. Unforeseen Purchases
In the event that additional items need to be purchased in the absence of the client – i.e. pet food, litter or other necessary items that contribute to the health and wellbeing of your pet, the pet service provider will purchase these, retain a receipt and the pet owner is responsible for reimbursement of these items on their return.
5. Updates
Please inform us of any changes regarding your contact numbers, your pet’s care needs, your emergency contact details and other pertinent information.
6. Privacy Policy
6.1. All of your information will be kept private and confidential.
6.2. Your pet service provider highly respects our clients’ entrusting us with the care of their pets.
6.3. All of our records will be stored in compliance with the Data Protection Act 1998.
7. Insurance
7.1. All reasonable care is taken to ensure the integrity and suitability of the care provided.
7.2. The pet service provider has valid public liability insurance, for the peace of mind of its clients.
7.3. We recommend that you purchase your own separate pet insurance.
8. Medication/Vaccinations/Immunisations
8.1. The pet service provider will follow instructions to administer medications as directed but cannot be held responsible for complications that arise as a result.
8.2. Under no circumstances will the pet service provider board any pet that has any form of active contagious illness.
8.3. We require a copy of a valid vaccination certificate.
8.4. If the pet service provider is bitten or exposed to any disease or ailment received from the clients pet(s) which has not been properly or currently vaccinated, the client will be responsible for all costs and damages that may be incurred as a result.
8.5. The pet service provider requires dogs to be on a flea and worm treatment plan.
8.6. The pet service provider does not insist on the Kennel Cough vaccination. However, if the vaccination/booster is given, we require 4 full weeks before the pet can be allowed back on the premises. We reserve the right to refuse a dog entry if verification of the date of vaccination/booster cannot be provided.
9. Collars/Leads
9.1. Please provide secure collars with appropriate tags for all visits. We will put on our tag with addresss and phone number during your dogs stay.
9.2. We recommend extendable leads are not used due to health and safety.
10. Changes to return date
10.1. The pet service provider carefully schedules our time to serve you and our other clients, therefore, there are no refunds or credits for early returns or last minute changes to pet care.
10.2. In the event that the client is delayed on return, they must inform the pet service provider immediately, and the pet service provider will use its best endeavours to make alternative arrangements for continued cover, even when the original sitter is unable to continue with care following the assignment end date.
11. Payment
11.1. The pet service provider accepts cash/bank transfer.
11.2. Daycare Bookings must all be paid for in full on receipt of invoice at the beginning of each week.
11.3. A 50% deposit of the total sum due is payable to the pet service provider at the time of booking for all Overnight Boarding bookings.
11.4. The remaining balance is due 48hrs before the first date of the booking.
11.5. Where services are required long term, the client may make payment on a monthly basis.
11.6. Where payment is not received in accordance with these terms and conditions of business, the company reserves the right not to proceed with any previously agreed arrangements, and a cancellation fee will be payable.
12. FIRE / EMERGENCY PRECAUTIONS
12.1 Hard wired smoke detectors have been installed with regular checks being undertaken to ensure their effectiveness. Free standing or open flame heaters should not be used where dogs may come into direct contact with the flames or knock over unsecured heaters. All gas appliances are serviced on an annual basis by a Gas Safe registered engineer.
12.2 The occupier of the property must be aware of the location of the dogs in the property at all times.
12.3 Fire detection and fire fighting equipment must be provided in accordance with general advice given by the Fire Safety Officer. A small fire extinguisher is available in the house.
12.4 All doors to rooms where dogs are boarded must be kept shut at night.
12.5 All electrical installations and appliances must be maintained in a safe condition. No unsupervised dog must be left in a room with loose or trailing cables or wires.
12.6 All heating appliances must be free of risk of fire as is reasonably practicable. There must be no regular or routine use of freestanding gas or oil appliances.
12.7 Arrangements must be made whereby spare keys can be obtained to allow access to the premises in the event of an emergency or alternatively, an emergency contact number shall be displayed in an obvious location at the premises.
13. Liability
The pet service provider shall not be liable to the client or be deemed to be in breach of the contract by reason of any delay in performing, or any failure to perform, any of it’s obligations in relation to the services, if the delay or failure was due to any cause beyond the pet service provider’s reasonable control.
14 – Transportation
All dogs will be securely fastened with clips in the car. The car has a dog guard in the boot to stop them climbing over into the back seat. Car journeys will be kept to a short a time as possible.
15 – Feeding.
All dogs are to be fed separately where necessary to avoid any aggression. No food enrichment toys will be used when dogs are all together.
17 – Enrichment
We will not use food enrichment but they do have use of tunnels and indestructible balls for use in the garden. When playing with toys, dogs will be supervised. Paddling pools are available in the warmer months.
18 – Crates and bedding
I have use of one medium crate which any dog can use if they wish. The door will remain open and will never be locked.
Your are welcome to supply your dogs own bedding but we have several dog beds available.
I,_____________________________ have read, understood and agree to the policies and guidelines of the pet provider.
I further understand that a copy of this form will be kept on file for documentary purposes. All policies and guidelines are subject to change at the discretion of the pet service provider.
Signed ………………………………………………………… Date …………………………………………………………… (Client)