Terms & Conditions

TERMS & CONDITIONS

1. THESE TERMS

1.1 What these terms cover. These are the terms and conditions on which we provide kennels, cattery, day boarding and related services.

1.2 Why you should read them. Please read these terms carefully before you submit your booking to us. These terms tell you who we are, how we will provide services to you and your pet, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.

2. INFORMATION ABOUT US AND HOW TO CONTACT US

2.1 Who we are. We are PENYLAN COUNTRY LODGE KENNELS & CATTERY LIMITED a company registered in England and Wales. Our company registration number is 14200257 and our address is Penylan Country Lodge, Llanvaches, Caldicot, Monmouthshire NP26 3AY. Our registered VAT number is 425950193.

2.2 How to contact us. You can contact us by calling 01633 400306 or by writing to us at Penylan Country Lodge, Llanvaches, Caldicot, Monmouthshire NP26 3AY.

2.3 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us when making your booking.

2.4 “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.

3. SERVICES PROVIDED

3.1 The standard of service we provide. We accept approved animals in good health and without injury for the duration of a reservation. We ensure good industry practice is maintained throughout your pet’s stay with us, and we adhere to all applicable licensing laws. The accommodation you reserve for your pet(s) is provided for their exclusive use for the duration of their stay.

3.2 How we care for your pet. We look after each animal in our care with the utmost diligence and respect, and always act in their best interests. We will carry out any specific requirements essential to your pet’s health and wellbeing, as well as any reasonable requests you make for them. This could include administering medication (for which there is an extra charge), providing meals outside of scheduled times, hand feeding, extra ‘wees’ for those dogs who do not toilet in a kennel, providing a more private kennel if needed, brushing cats, etc. Please refer to clause 4 for more information.

3.3 We will give your pet an initial health check. We will carry out a basic “Penylan” health check of your pet within a maximum of 72 hours after arrival. This is not a substitute for a Veterinary health check and is not carried out by a Veterinary Health professional, but our health checks are carried out by a trained, senior member of staff. We check for the following things: fleas, eye, ear, teeth and gum health, unusual lumps and bumps and skin, feet and coat condition. If any health or wellbeing issue is found it will be recorded in our health checks book. If necessary we will report it to you. If conducting a health check puts our staff at risk or will cause undue stress to your animal (for instance, if your pet does not like to be touched or is too nervous), we reserve the right to not carry out a health check, at our discretion. By signing our kennel card upon arrival and check-in, you are confirming that you have disclosed to us in full any health conditions your animal may have or be suffering from at the time and that they are documented on the kennel card.

3.4 Dog-specific care. If your dog will stay with us for more than 7 days, we will weigh them within three days of arriving and weigh them again before departure. We will adjust meal plans accordingly to ensure a healthy weight is maintained. We will exercise your dog and provide enrichment in the form of play and/or cuddles at least twice daily in our grass paddocks or gravelled areas. This may require the use of a long line if your dog has poor recall, or a lead-only walk if your dog has a medical condition or injury. (Note that your dog’s recall may be different when staying with us from at home, due to the change in environment.) We record medical notes in our team leader book, such as vomiting, loose stools, and other more serious concerns. We keep all records for two years as per licensing laws.

3.5 Mixing of dogs. Should you wish for us to mix your dog during their allocated field play time, we will first need to assess whether they are suitable for socialising and to ensure they are a low-risk candidate. If your animal is deemed suitable, we will endeavour to find a suitable play date for them. Unfortunately, we are unable to guarantee play dates - mixing is highly dependent on which dogs are booked in on any particular day. We do everything reasonably possible to ensure that risk to all animals is minimised, but this cannot be completely mitigated. By agreeing to these terms, you accept that mixing animals always carries a degree of risk. You also accept that unless we are negligent, we cannot be held responsible for any consequences of mixing animals. These include, but are not limited to, transmission of disease, injury and changes in behaviour. (All dogs are fully vaccinated, as per licensing requirements. Please see clause 6.1).

3.6 Daycare. Daycare is run as a kennel service with enrichment in the form of play in our fields or gravelled areas twice daily. If you wish for your dog to be mixed for group play, we will assess their suitability and advise you if we feel mixing your pet will cause detriment to other dogs or themselves. If we deem your animal suitable, we will endeavour to find your pet a suitable play date and will only mix them with appropriate dogs. However, this does not mitigate risk. Please see clause 3.5 for further information.

Our opening times for daycare (after the first initial registration) are:

Monday- Tuesday & Thursday - Saturday 7.30am - 1.00pm and 2.00pm-5.00pm

Wednesday 7.30am -12.30pm and 2pm -5pm

Sunday 7.30am-8.30am thereafter by appointment only until regular opening

10.00am - 12.00pm and 3.00pm - 5.00pm

We are able to accept collections and drop offs outside of these periods by prior arrangement only. Out of hours charges will apply, as per the boarding charges in clause 5.6.

We reserve the right to amend daycare availability during our peak periods (see clause 5.3) including, but not limited to, Christmas and New Year.

Daycare bookings are subject to availability. In our peak season(s) it is recommended to book as early as possible. The dates you have booked for Daycare will be emailed to you and unless these are amended with the required notice and emailed to you, you will be liable for all booked dates. If you do not receive an email with the required dates please call reception to confirm these are booked in. If you require a list of the dates you have booked in excel format please ask reception and they will gladly either email or print this for you. Please see clause 8.4 for Daycare cancellation terms.

3.7 Cat-specific care. We will provide either gravel or woodchips for your cat’s toileting, depending on what you tell us they require. We will feed them twice daily, unless they are a kitten, elderly or on a medicated diet. We will record toileting and eating habits in the form of a tick system. These records will be kept for two years (as per Licensing laws). We will adjust your cat’s feeding schedules if their toileting is not normal (including urinating and defecating) or contact you to discuss the situation. If your cat is in for a long stay we will weigh them weekly to ensure they are maintaining a healthy constant weight. A stay is considered a long stay if it is over 10 days.

3.8 Multiple animal stays. If you make a reservation for more than one pet in the same space, it is entirely at your own risk. We will take such a reservation as confirmation that the pets are normally resident in the same property, as per animal Licensing laws, and display no signs of aggression towards each other over food or otherwise. Allowing two or more animals to be housed together if they do not normally live together is a breach of animal licensing law. If we need to treat or separate pets in the same space – or even house them in emergency off-site accommodation - due to aggression, or because they are causing undue stress to one another, then we will charge you for the costs we incur.

3.9 Extras. We can provide or arrange extra services for your pet (subject to availability), including grooming, country walks, use of pet remedy plug-in for nervous animals. We can also arrange to collect your pet from you at the start of the reservation and deliver them back at the end. There is a charge for these services, which will be charged upon collection/or in the case of delivery home prior to us leaving the kennels. We also offer grooming services subject to availability. See clause 11 for details.

3.10 Facebook Photos and Videos. We will endeavour to take photos of your pet during their stay with us and post to Facebook. Whilst we strive to do our best, this service is secondary to the animals' health and welfare whilst they are in our care and is highly dependent on external factors such as the weather. We are therefore unable to guarantee that you will see photos of your pet during your stay. Please let us know during check-in if you do not want your pet’s name or photo posted in this way.

4. MEDICAL CONDITIONS AND ILLNESS

4.1 We can accept pets with medical conditions. Subject to prior approval, we are able to accept bookings for pets with a number of medical conditions, manageable injuries or non-infectious illnesses. However, these need to be booked with management and will likely require a trial overnight or daycare stay before the booking can be approved and confirmed. For example (but not limited to): diabetes, arthritis, some recovering limb injuries, non–contagious ear and eye infections, allergies, epilepsy and mild heart conditions. You must tell us of any such conditions both when making a reservation and when dropping off your pet, to ensure we can best cater to their needs. We regret that we are unable to accept new clients with animals that are both blind and deaf.

4.2 We may have to refuse admission in some circumstances. If your pet has a medical condition which could be aggravated in a kennel environment, we may have to refuse admission to your pet or request a letter from a vet approving the kennel stay. If we refuse admission in these circumstances (or when you have not given us prior notice of a medical condition), we will charge you the full cost of the reservation.

4.3 We can administer medication to your pet. We are happy to dispense and administer medication required by your pet during their stay, which will be done by a senior, trained, staff member. These medications are recorded and logged as per licensing requirements. We charge £1.00 per day for this service. If your pet requires prolonged, more intensive care (more than twice per day) or care outside of normal working hours, we reserve the right to charge per every 15 minutes at £13 per hour.

4.4 What we will do if your pet becomes ill. If we discover that your pet has become ill during their stay with us, and we consider it a serious issue which will cause them suffering or pain, we will contact you or your emergency contact. This could be by phone or as a last resort email, to discuss our concerns and form a plan of action with you. Conditions which we do not consider an emergency include: constipation or loose stools over not more than a day or two, vomiting due to rushed eating (once), your pet coming into season (unless that is not expected).

4.5 We will isolate your pet if they have fleas or worms. If your pet is found to have fleas or worms, this will put other animals staying with us at risk. Accordingly, we will isolate your pet which will incur a £50 surcharge for the additional work to ensure the safety of the other animal and care of your pet in line with the Animal Welfare Act 2006. As per applicable Licensing laws, we are required to treat them with a Veterinary approved medication which we will discuss with yourselves and a veterinary professional. If we have to collect the treatment from a Veterinary practice, this will incur additional transport costs and administration costs. For dogs, this may also include a flea bath. We will charge you for all treatment (the price for flea bathing will be according to the size of the dog), including veterinary medication and transport costs. If you chose not to regularly flea and worm your animal with a veterinary-prescribed medication, we will check your pet upon arrival and again throughout their stay. We do not accept responsibility if you pet contracts parasites during their stay as the life cycle of parasites cannot be isolated.

4.6 We may take your pet to a vet. If our veterinary practitioner decides that it is necessary, we may provide veterinary care to your pet, including taking them to a local vet. This will usually be Marlows in Chepstow during normal hours (and Vets Now in Langstone out of hours), unless you have specifically requested a different vet and they are available. We will try to contact you to discuss the situation (if possible). You will be charged for the veterinary care, transport costs and for the staff members’ time that is incurred for your pets’ treatment.

5. YOUR BOOKING/RESERVATION

5.1 How we will accept your booking. Our acceptance of your booking and reservation for your pet will take place when we email you or otherwise contact you to accept it, at which point a contract will come into existence between you and us.

5.2 If we cannot accept your booking. If we are unable to accept your booking, we will inform you of this and will not charge you. This might be because of unexpected unavailability of space or other limits on our resources which we could not reasonably plan for, or because we have identified an error in the price or description of the services.

5.3 We have minimum charges for bookings in peak seasons. We have a special policy for reservations which are on days from and to (1) Good Friday or 1 April (whichever is first) and 30 September, or (2) the second Friday before Christmas Eve and 4 January. For reservations in those periods where a booking falls over a Friday and Saturday there is a 5-day minimum charge. The charge applies even if you reserve less than 5 days. For example, if you book a Thursday-Friday-Saturday reservation in August (3 days), we would charge you for 5 days.

5.4 Booking times and charges. Our charges are per day, and a reservation for your pet includes accommodation from our opening time on the day you drop off your pet to closing time on the day you collect your pet. For example, if you drop off your pet at 3pm, you will be charged for the full day; if you collect your pet at 11am, you will be charged for the full day. In special circumstances, we may ask you to drop off or collect a pet by a certain time. The full days charge still applies in these circumstances.

5.5 Opening times. We are open for boarding drop off and collection as follows:

Monday to Tuesday & Thursday to Sturday 9.00am to 4.45pm (closed 12.45pm to 2.00pm)

Wednesday 9.00am to 4.45pm (closed 12.15pm to 2pm)

Sunday 10.00am to 4.45pm (closed 11.45pm to 3.00pm)

Our doors may be locked outside our opening times, late arrivals will incur a minimum £6 out of hours charge. Christmas hours will be posted on Facebook each year and updated on Google.

5.6 If you want to drop off or collect outside opening times. By prior agreement, we can facilitate dropping off or collection of your pet outside our opening times. There is an extra charge for this, which you will need to pay at the time of drop off or by 5pm on the day of collection (if not previously paid). All late collections require full payment for the booking before 5pm on the day of collection.

£6.00 7.00am to 9.00am (10.00 Sunday)

£6.00 5.30pm to 6.30pm (no collections between 5.00pm and 5.30pm)

£18.00 6.30pm to 8.30pm or before 7am.

6. YOUR OBLIGATIONS TO US

6.1 Your pet must be vaccinated. By making a booking/reservation with us, you are confirming that your pet is fully vaccinated according to the manufacturer’s guidelines.

6.2 Your dog must be vaccinated against kennel cough. If your reservation is for your dog, they must be vaccinated against Bordadella ‘kennel cough’. Your dog’s first kennel cough vaccination must be administered at least two weeks before the start date of the reservation. Booster vaccinations can be administered the day before arrival. Please ensure you check with your vet if your vaccination is considered a booster. We can accept no liability for a pet contracting kennel cough, given that not all strains of the virus are immunised by the vaccine. There is a 10-day incubation period for the disease, and it is impossible to determine where and when it was contracted.

6.3 You must provide us with vaccination records. It is very important that you provide and leave with us clear and accurate vaccination records for your pet when dropping them off. This ensures the safety and security of your pet, other pets staying with us, and our staff. This is the case even if your pet has stayed with us previously. Although we may have an online copy of your pets’ vaccination records from a previous stay, this may not be relied upon. You may ask your vet to email a copy of your pets’ vaccination status prior to their stay with us. If there are errors in the vaccination records, your pet may not be able to stay with us (but you will still be charged in full for the reservation). We can accept no responsibility to contact your vet to obtain the records.

We are also require to take the date of you pets last flea and worming treatment, this does not have to be on the vaccination card but will written on your pet’s kennel card at check in.

6.4 What the vaccination records must show. The vaccination records must show:

- dog name

- owner name

- date the vaccines were given

- vaccination vial number

- when the next vaccine is due

- a stamp or signature of the practitioner who administered the vaccine

6.5 You must tell us if your pet is ill or injured. If your pet is displaying any sign of sickness or injury before you drop them off, you must tell us before or at the time you drop them off. This is to allow us to discuss with you the best course of action for your pet and their health during their stay – it does not necessarily mean your pet cannot stay with us.

6.6 You must give us an emergency contact number in the UK. As well as giving us a primary phone number to contact you during your pet’s stay, you must give us the name and phone number of an emergency contact in the UK. In accordance with data protection laws, you must tell the contact that their number and home address will be held by us on file for two years - this is a licensing requirement. The emergency contact must be able to look after your pet if it is not possible for their stay with us to continue.

6.7 You can bring a toy and blanket for your pet, but there are certain items you must not bring. You are welcome to leave a toy and/or a blanket for your pet during their stay. We will leave the toys with them overnight. If your pet has ever chewed and/or ingested toys, we cannot accept your own toys as there is a risk of blockages. Their field times include playing with a large selection of toys under supervision. We are unable to accept beds, crates, toys with batteries, rawhide chews, yack bones or any other item that could pose a choking hazard. Please see clause 14.3 for further details.

6.8 You must tell us if your pet is known to chew or destroy items. If your pet is known to chew or destroy items, you must tell us when you drop them off. Chewing is high risk for pets, and if a pet ingests bits of blanket, bed or toys this can require treatment by a vet. If we note that an animal not known to be destructive is destroying items, we will remove any items that could pose a risk. This will be logged in our files. We will charge you for the cost of replacing items damaged by your pet, and the vet fees for treatment and associated travel costs.

7. PRICE AND PAYMENT

7.1 Where to find the price for our services. The estimated price of the services will be indicated on your booking confirmation email. We increase prices in April and/or November each year in line with operating costs. Price changes and/or peak season price changes may not always be reflected in your estimated bill, however, these will be added during checkout.

7.2 When you must pay and how you must pay. We accept payment by cash, credit card or debit card. We are unable to accept AMEX or American Express. You must pay a deposit at the time of booking, and the balance when collecting your pet at the end of their stay.

7.3 We will pass on changes in the rate of VAT. If the rate of VAT changes between your booking date and the date we supply the services, we will adjust the rate of VAT that you pay, unless you have already paid for the services in full before the change in the rate of VAT takes effect.

7.4 We will charge an extra fee if the temperature is low. If the outside temperature is below 10 degrees Celsius on a particular day, we will charge an extra fee for that day of £1.60 for dogs and £1.30 for cats. This is to ensure the well-being and health of all pets staying with us is maintained, and to adhere to local authority licensing regulations which stipulates that a bedding area must be maintained at 10 degrees Celcius or above. We reserve the right to charge for heating in other circumstances if we deem it necessary for your pet’s welfare and health needs, e.g. if your cat is normally an inside cat or unwell, or your dog suffers with arthritis.

8. RESERVATIONS AND DEPOSITS

8.1 For overnight stays of any length your reservation is not confirmed until you pay a deposit during peak season. When you make a reservation with us, it will not be confirmed until you have paid a deposit. Until then, we may cancel the reservation and allocate the booking to another customer.

8.2 For overnight stays you can ask for a refund of your deposit if you change your mind within 7 days. As referred to in clause 12.3, there is a 7-day ‘cooling off’ period after your booking. If you decide to cancel the reservation, you can do so within the following 7 days, and we will then refund your deposit. After the 7-day period, the deposit is non-refundable. Note that the deposit becomes non-transferrable 21 days before the start date of your pet’s stay, even if part of that 21-day period is within the cooling off period whereby, the deposit is also non-refundable.

8.3 You can ask for a transfer of your reservation. If you want to change the dates of your reservation, you can do so up to 21 days before the start of your pet’s stay. Your deposit will then transfer to the new reservation. However the end-date of your pet’s stay under the new reservation must be within 12 months of the original deposit payment. For example, if you pay a deposit on 15 June and then want to change the reservation, the new reservation must end by 14 June in the following year.

8.4 Daycare amendments and cancellations. If you cancel a Daycare slot with less than the required notice or do not show up for your booked slot you are liable for the full charge of your bookings. The required notice is as follows:

1) Off-peak season (please refer to clause 5.3 for peak season details)

a. You may amend or cancel up to two Daycare slots in one working week without charge by giving 48hours notice.

b. You may amend or cancel 3 or more slots in one week with 72hours notice.

2) Peak season (please refer to clause 5.3 for peak season details)

a. You may amend or cancel a single or two Daycare slots in a working week with 72hours notice.

b. If you wish to cancel more than 3 Daycare slots within one working week you must give us 1 week's notice.

9. YOUR RIGHTS TO MAKE CHANGES

If you wish to make a change to your booking please contact us. We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the booking, or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 12, Your rights to end the contract).

10. OUR RIGHTS TO MAKE CHANGES

Minor changes to the services. We may change the services we offer to reflect changes in relevant laws and licensing requirements, and to implement minor technical adjustments and improvements. These changes will not affect your or your pet’s experience or stay with us.

11. GROOMING SERVICES

11.1 Health and Welfare. We ask that you alert us to any health conditions or injuries (including skin allergies) that your pet may be suffering from before we start the grooming process. This allows us to cater the groom to your individual dog and plan for your appointment accordingly. This may include longer appointment times to allow for rest time or specific shampoo treatments to help with flaky skin.

11.2 We might need to change appointment times or requested services. The grooming process can be extremely taxing on old, overweight and unwell dogs. Whilst we always strive to do our very best to keep your pet as comfortable as possible during the grooming process, it is not always feasible for the animal to stand for the duration of the groom. In this instance, we may suggest different appointment times/ days or lengths of appointments to assist. However, there may come a time as your pets’ health deteriorates and they get older that it may be kinder to have a full clip. The groomer will discuss this in detail with you beforehand but please understand your pets’ welfare is always at the forefront of our minds and we, like yourselves, only want the best for them. If there comes a time that the groomer thinks it would be unkind to put your animal through the grooming process, they will advise you of this.

11.3 Anxiety and Stress. Extremely nervous and stressed dogs may also find the grooming process taxing. We do our very best to introduce new clients/ stressed animals to the grooming process in a calming and positive manner with treats and lots of fussing. In most cases this is successful but for those pets that continue to find the grooming process difficult, may be putting themselves at an increased risk of injury such as cuts and grazes.

11.4 Medical Conditions. The grooming process may expose unknown or aggravate current medical conditions. In this instance, we will always contact you as soon as possible. If we are unable to contact you and feel it is within the pets’ best interest to be seen by a Veterinary professional we will take your pet to Marlow’s Veterinary Practice. We cannot be held responsible for any medical fees incurred, unless we are deemed negligent.

11.5 Fleas and Ticks. We are a parasite-free environment. If your dog is known to have a parasitic infection, please call us before your appointment to confirm we will be able to help you. We are able to help those suffering from fleas/ticks but only with prior notice as they must have specific appointment slots to avoid infection of other animals. This appointment will be priced accordingly. If we find fleas or ticks on your animal that we weren’t advised of before the appointment commences, we will use a flea shampoo and remove all ticks found. This will incur additional costs for removal, extra time and decontamination of the grooming room and equipment. Whilst we have years of experience, we will not be held responsible for any infection caused by the tick or the subsequential removal thereof.

11.6 Coat condition and de-matting. At Paws Parlour we believe in humanity rather than vanity. If presented with a neglected coat that is severely matted, we will clip off the coat rather than attempt to brush out matts. This is kinder for your beloved pet and is in accordance to Animal Welfare legislation (Animal Welfare Act 2006). Please be aware that coats in this condition will incur additional charges, these will vary from £5 to £35 depending on the severity. This is due to the time and excess wear on the equipment and level of skill needed to remove the matting safely. If the matts are too dense and the Groomer deems in their professional opinion that it would be unsafe to clip or continue with the groom, we will require full payment for the grooming appointment upon collection.

11.7 All customers using our grooming services agree to the de-matting disclaimer below.

De-Matting Disclaimer

Under the Animal Welfare Act 2006, it is an offence to cause unnecessary suffering to an animal: – this includes prolonged ‘de-matting’ which is painful and detrimental to the welfare of the dog. If you bring in your dog with more than 15 minutes of de-matting work, we are required by the Act to clip your dog short humanely or refer you to your Vet to do the same. We will only attempt to de-matt 5% of a dog – which equates to about 50p sized mat behind each ear, same size in the armpits and perhaps one or two in the groin or tail area.

When a dog’s coat becomes matted, it causes discomfort as the matts pull tightly on the skin and underlying health conditions may not be visible. When a matted coat is clipped short, it may occasional reveal sore, reddened and irritated skin, this is due to the fact that the skin has not been able to breathe, and air circulation is not restored.

The process of de-matting increases the risk of injury including but not limited to cuts and grazes, skin irritations caused by the shortness of the clipper blades that will be used as well as possible haematomas. In addition, you may see some behavioural changes such as head shaking, excessive scratching, licking and “scooting”. This is where the dog will scrape their back end on the floor to relive itching and irritations. Should you have any concerns you should seek advise from your usual vet.

11.8 Behaviour. It is your responsibility as the Owner, to alert us to any behavioural issues or changes. This includes but is not limited to known aggressive behaviour, whether that has been observed by yourself or advised by a previous groomer. The groomer uses this information to cater the groom to your individual pets’ needs but may incur additional charges dependant on the severity of the behaviour, skill and time needed to successfully complete the groom in a safe and calming manner. You will be held monetarily responsible for any injury or damage to the groomer, equipment and/or injury to another animal if their animal is responsible. We reserve the right to refuse to groom any dog under any circumstance we deem unsafe for the dog or groomers.

11.9 Pricing and Cancellation policy. All prices quoted are estimates only. The price of a groom is entirely dependant on the pets’ size, behaviour and coat condition upon arrival. Please be aware that our prices may increase due to inflation. We will endeavour to let you know of any price changes as soon as possible. All boarding customers receive a 10% discount off a full groom. You will also receive a 10% discount if you rebook within the groomers recommended time frame upon collection. A deposit maybe required if you pet is not boarding during this time.

11.10 GDPR. In order for us to provide the requested services, we are required to obtain and store a limited amount of your personal information. Such information will be stored in accordance with all relevant legislation, will never be shared with any 3rd parties or organisations and will only be used for the purposes of providing the requested or related services. You have the right to request and review any of your personal information.

12. YOUR RIGHTS TO END THE CONTRACT

12.1 You can end your contract with us in some circumstances. Your rights when you end the contract will depend on how we are performing and when you decide to end the contract:

(a) If you want to end the contract because of something we have done or have told you we are going to do, see clause 12.2; and

(b) If you have just changed your mind about the reservation, see clause 12.3. You may be able to get a refund if you are within the cooling-off period.

12.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (c) below the contract will end immediately and we will refund you in full for any reservation you have made. The reasons are:

(a) we have told you about an error in the price or description of the booking and you do not wish to proceed;

(b) we have suspended our services for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 3 months; or

12.3 How long do you have to change your mind? You have 7 days to change your mind (after the day we accept your booking). For example, if we accept your booking on the 3rd of the month, you can change your mind up to and including the 10th of the month. However if your booking is within 21 days of the start date of your pet’s stay, then there is no right to change your mind.

12.4 Tell us you want to end the contract. To end the contract with us, please let us know by calling 01633 400306. Please provide your name, home address, details of the booking and, where available, your phone number and email address. Once you have recieved a cancellation email, the contract is deemed to be cancelled.

12.5 How we will refund you. If you are entitled to a refund, we will refund you the deposit you paid by the method you used for payment. The refund will be made as soon as possible.

13. OUR RIGHTS TO END THE CONTRACT

We may end the contract if you break it. We may end the contract at any time by writing to you if:

(a) you do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due;

(b) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the services( for example, as set out in clause 6.3); or

14. IF THERE IS A PROBLEM WITH THE SERVICES

14.1 How to tell us about problems. If you have any questions or complaints about our services, please contact us. You can call us on 01633 400306.

14.2 Summary of your legal rights. We are under a legal duty to supply services that are in conformity with this contract.

15. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU

15.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen.

15.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the services including the right to receive services which are: as described and match information we provided to you; of satisfactory quality; fit for any particular purpose made known to us; and supplied with reasonable skill and care.

15.3 Toys and possessions are left at your risk. If you bring one or more toys for your pet during their stay. However we do not monitor pets constantly (24 hours a day) and so if the toy is damaged or your pet is injured because of the toy, this is entirely at your own risk. Any other possessions are also left entirely at your own risk. We cannot accept responsibility if they are lost, destroyed or cause illness in your animal.

16. HOW WE MAY USE YOUR PERSONAL INFORMATION

How we will use your personal information. We will only use your personal information for the purposes of your booking and communication with you, and at all times in compliance with the UK data protection rules.

17. OTHER IMPORTANT TERMS

17.1 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will contact you to let you know if we plan to do this.

17.2 You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

17.3 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.

17.4 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

17.5 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the services, we can still require you to make the payment at a later date.

17.6 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by the law of England and Wales and you can bring legal proceedings in respect of the services in the courts of England and Wales.