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, grooming, and related services.

1.2 Why you should read them

Please read these terms carefully before you submit a booking. They explain who we are, how services are provided, your and our rights, and how to address any problems. 

2. INFORMATION ABOUT US AND HOW TO CONTACT US 

2.1 Who we are

PENYLAN COUNTRY LODGE KENNELS & CATTERY LIMITED, registered in England and Wales (Company No: 14200257), VAT No: 425950193, Penylan Country Lodge, Llanvaches, Caldicot, Monmouthshire NP26 3AY.

2.2 Contact us

01633 400306 or WhatsApp (messages only) +44 7377 963847 or by post/email at the address above.

2.3 How we may contact you

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

2.4 “Writing” 

Writing includes emails & WhatsApp messages. When we use the words “writing” or “written” in these terms, this includes emails and WhatsApp messages.

3. PRICE, DEPOSITS & PAYMENT

3.1 How we accept your booking

Your provisional booking and reservation for your pet will be accepted when we email you or otherwise to say we have availability. At that point, a contract comes into existence between you and us. Once, you have paid the deposit you booking is deemed secure see clause 3.5. 

3.2 If we cannot accept your booking

If we are unable to accept your booking, we will inform you and will not charge you. Reasons might include unexpected unavailability of space, unforeseen limits on our resources, or identification of an error in the price or description of the services.

3.3 Daily Charges

Boarding is charged per day. A reservation covers accommodation from our opening time on the day of arrival until our closing time on the day of departure.

a) Dropping off at any time on the arrival day = full-day charge.

b) Collecting at any time on the departure day = full-day charge.

c) In some cases, we may request specific drop-off or collection times; full-day charges still apply.

3.4  Minimum Charges During Peak Periods

During peak periods a minimum 5-day charge applies where a booking includes either or both a Friday and Saturday night, even if the booking itself is for fewer days.

Peak periods are:

o From Good Friday (or 1 April, whichever is earlier) until 30 September; and

o From the Friday before Christmas Eve until 4 January

o Any school half terms

For Weekend stays during these peak periods there are a select number of kennels available at a fixed price see website or reception for details. 

Weekend is defined as drop off on Saturday and collect on Sunday within normal opening hours. 

All weekend stays from the last weekend in November until Christmas are a set minimum rate outlined on our website and in Reception.

New Year’s Special overnight rate applies for all two-day stays dropping off on New Year’s Eve with collection on New Years day within normal business hours. The price is advertised on Facebook and in reception. 

3.5 Deposits and Confirmation of Booking

o All overnight bookings require a deposit at the time of booking.

o A booking is not confirmed until the deposit has been received. Until then, we may cancel the provisional booking and allocate the space to another customer.

o The balance is payable in full on collection of your pet.

3.6 Refunds, Transfers & Cooling-Off Period

a) Deposits may be refunded if you change your mind within 7 days of payment (the cooling-off period) see 3.6 c and F.

b) After the cooling-off period, deposits are non-refundable.

c) Deposits are non-transferable or refundable within 21 days of the booking start date, even if this falls partly within the cooling-off period.

d) Requests to transfer a booking to new dates may be made up to 21 days before the original stay. If approved, the deposit will be applied to the new dates, which must end within 12 months of the original deposit payment date. For example, if you pay a deposit on 15 June and then change the reservation, the new stay must end by 14 June of the following year.

e) Deposits cannot be transferred to other clients bookings if they are not a direct relative. If they are transferred to a relatives’ booking this must be done in person at reception. 

f) Please note, under the Consumer Contracts Regulations 2013, statutory cancellation rights do not apply to services for accommodation or leisure activities tied to specific dates.

3.7 Current Rates and Adjustments

a) Estimated charges are shown in your booking confirmation email but are an estimate only.

b) Prices are reviewed and may increase in April and/or November each year to reflect operating costs.

c) Seasonal pricing and other adjustments (including peak season rates see 3.4 ) may not always be reflected in your confirmation email but will be applied at checkout.

d) Current pricing is displayed on our website and in reception. By booking with us, you agree to pay the rates in effect at the time of your pet’s stay, regardless of the rate quoted at the time of booking.

e) See Discounts 3.9

3.8 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 VAT you pay, unless you have already paid in full before the change takes effect.

3.9 Discounts

Discounts are available in certain circumstances for accommodation booked with us and full grooming services booked during your pets stay.

These discounts are as follows:

a) If two or more animals share accommodation the price is calculated at the number of animals per day minus 25%.

b) If you book more than one accommodation for your pets or families’ pets over the same dates; and the accommodation is single occupancy, each booked accommodation will receive 10% discount.

c) If you book accommodation for 28 days or more you will receive 5% discount on any accommodation booked. 

Please note multiple accommodation discount is not available for multiple occupancy accommodation. You always receive the single discount of the highest value. 

Only one discount type will be applied to each accommodation, except for long stays. If more than one discount is shown on each booking confirmation please see 3.7 d). Please forward your booking email to reception if you need clarification info@penylancoutnrylodge.co.uk. 

3.10 Additional Fees for Low Temperatures

If the outside temperature falls below 10°C, an additional daily fee will be charged to comply with licensing requirements and maintain animal welfare standards. These rates are shown on our website and in reception and will be reviewed in April and/or November each year.

We may also apply heating surcharges in other circumstances where required for animal welfare (e.g. for indoor-only cats, unwell pets, or dogs with arthritis) this will be added at our discretion, unless already requested specifically to have such measures added. If you decline these at check in we reserve the right to end the contract see clause 12. 

3.11 Opening times

Boarding drop-off and collection times are as follows:

• Monday, Tuesday, Thursday–Saturday: 9:00 am – 4:45 pm (closed 12:45 pm – 2:00 pm)

• Wednesday: 9:00 am – 4:45 pm (closed 12:15 pm – 2:00 pm)

• Sunday: 10:00 am – 4:45 pm (closed 11:45 am – 3:00 pm)

Our doors may be locked outside opening times. Late arrivals or arrivals during our closed lunch periods incur a minimum out-of-hours charge found on our website and in reception.

Christmas opening hours (posted on Facebook and Google each year) are:

24th, 27th & 31st Dec:

• 9:00 am – 12:00 pm: Collection only (no drop-offs without prior written agreement by Director or Manager and surcharge applies)

• 2:00 pm – 4:30 pm: Drop-off only (no collections without prior written agreement by Director or Manager and surcharge applies)

1st January 

• 1.00pm – 4.00pm for all Drop off and Collections 

3.12 Late Arrivals, Early/Late Drop-Off and Collection

Late arrivals within normal hours may incur an out-of-hours fee the current fees can be found on our website and in reception.

By prior arrangement, we can accept pets outside standard hours. Charges are payable at drop-off or by 5:00 pm on the collection day if not already paid. The costs are priced as per below and must be booked in advance.

• 7:00 am – 9:00 am (10:00 am Sundays) Early Drop or Collection

• 5:30 pm – 6:30 pm (no collections 5:00 – 5:30 pm) Late Collection

• before 7:00 am or 6:30 pm – 8:30 pm Extra Early/Late Collection (late includes Dinner)

3.13 Payments & Overdue Balances

• Payment is due in accordance with these Terms by 5pm on the day of collection; and before your animal(s) can be collected. 

• We accept cash, debit card, or credit card (excluding AMEX) and bank transfers.

• We reserve the right to charge interest on overdue balances at 4% per annum above the Bank of England base rate until paid in full.

• Payments may not be withheld or set off against any complaint or counterclaim.

4. SERVICES PROVIDED 

4.1 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. 

4.2 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 8.2 for more information.

4.3 We will give your pet an initial health check

We will carry out a basic “Penylan” visual health check of your pet within a maximum of 72 hours after arrival. This is a visual check only and is not a substitute for a veterinary health check. Our health checks are carried out by trained senior staff, not veterinary professionals.

During this check, we will look for: 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 and, if necessary, we will report it to you.

Please note:

• If conducting a health check puts our staff at risk or may cause undue stress to your pet (for example, if the animal is highly excitable, nervous, or aggressive), we reserve the right to carry out a visual check from a distance only.

• By signing our kennel card upon arrival and check-in, you confirm that you have disclosed all known health conditions your pet may have at the time, and that these are documented on the kennel card.

• While we aim to be as thorough as possible, we cannot guarantee that we will spot every issue.

4.5 Collection & Delivery

We offer a convenient door‑to‑door transport service for your pets. Prices found on our website and in reception cover one‑way journeys in our diesel vans with one staff member, and include up to 5 minutes at your door for handover. Return trips are charged as a separate one‑way leg.

What’s included

• Type 1 Transporter Authorisation permit required for transporting live animals in Great Britain as part of an economic activity (business or trade) for journeys lasting over 65 km and up to eight hours.

• Up to 5 minutes at the door for handover.

• Secure crating and welfare‑first handling.

• Times booked must allow for up to 2 hours leaway for traffic.

Optional add‑ons / where applicable

• Waiting time after the first 5 minutes: £10 per additional 10 minutes.

• Extra pets included if all pets fit in one van.

• Out‑of‑hours collections/deliveries: our standard early/late surcharge applies  see website and reception.

• Tolls/parking/congestion charges: passed through at cost.

• Access issues (e.g., no parking, long carries, stairs): an additional handling fee may apply.

Booking, changes & cancellations

• Transport can be added to any boarding/daycare booking, subject to availability.

• Changes/cancellations must be requested at least 24 hours in advance. Changes are subject to avaliabilty

• Prices may vary depending on traffic and other factors affecting delievry times, see website for details. 

4.5 Dog-Specific Care

4.5.1. Weighing and Meal Adjustments

For dogs staying longer than 7 days, we weigh them within three days of arrival and again before departure. We will adjust meal plans as needed to maintain a healthy weight, which may include additional meals or supplementary protein if your dog’s usual diet does not maintain weight in our environment. It is essential that you disclose any dietary restrictions, allergies, or specific feeding requirements in advance. If you provide your own food, please specify the flavour, brand, and type so we can ensure your dog continues to eat comfortably and maintain their health.

4.5.2. Exercise and Enrichment

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 compared to home, due to the change in environment.) See clause 8 for further details regarding behaviour.

4.5.3. Dog Complementary Bath

Dogs staying more than 5 days may receive a complementary bath at our discretion. This depends on coat condition, time required for bathing/drying, the dog’s welfare, and staff safety. This is not equivalent to a groom or a full bath and de-shed, which can be booked separately. For double-coated or large/medium long-haired dogs, a small supplement may apply. If declined, an alternative complementary service (brush out and dry shampoo, maximum 20–30 minutes) may be offered. Supplementary costs will always be quoted prior to service. Dogs staying less than 5 days may request a bath or de-shed at booking, subject to availability (see annex 1).

4.5.4. Mixing of Dogs

Should you wish for your dog to mix during allocated field play times, we will assess suitability and ensure they are low-risk candidates. If suitable, we will attempt to find a compatible playmate. Play dates cannot be guaranteed, and mixing carries inherent risk. By agreeing to these terms, you accept that, except in cases of negligence, we cannot be held responsible for consequences of mixing animals, including disease transmission, injury, or behaviour changes. All dogs must be fully vaccinated (see clause 6).

4.5.5. Daycare

Daycare is run as a kennel service with enrichment in fields or gravelled areas twice daily. We will assess your dog’s suitability for group play and advise accordingly. If deemed suitable, we will mix your dog with appropriate dogs only. This does not eliminate risk (see clause 4.4.4).

Daycare Opening Times and Bookings

Opening Times (after initial registration):

• Monday, Tuesday, Thursday – Saturday: 7:30am – 1:00pm and 2:00pm – 5:00pm

• Wednesday: 7:30am – 12:30pm and 2:00pm – 5:00pm

• Sunday: 7:30am – 8:30am, thereafter by appointment only (no extra charge) until regular opening: 10:00am – 12:00pm and 3:00pm – 5:00pm

Collections and Drop-offs:

Collections and drop-offs outside of these hours are by prior arrangement only. Out-of-hours charges will apply, as detailed in clause 3.12.

Peak Periods:

We reserve the right to amend Daycare availability during peak periods (see clause 3.4), including, but not limited to, Christmas and New Year.

Booking and Availability:

• Daycare bookings are subject to availability. During peak seasons, it is recommended to book as early as possible.

• The dates you have booked for Daycare will be confirmed via email. Unless these are amended with the required notice and confirmation is emailed back to you, you will be liable for all booked dates.

• If you do not receive a confirmation email, please contact reception to verify your booking.

• If you would like a list of your booked dates in Excel format, please ask reception, and they will gladly email or print this for you.

4.6 Cat-Specific Care

• We will provide either gravel, woodchip litter or in some cases we can provide soil for your cat, depending on your instructions.

• Cats will be fed twice daily, unless they are a kitten, elderly, or on a medicated diet. Extra meals can be requested if necessary. 

• Toileting and eating habits will be recorded using a tick system. These records will be retained for two years, in accordance with Licensing regulations.

• We will adjust feeding schedules if your cat’s toileting patterns are irregular or have cause for concern (including urination or defecation). If necessary, we may also adjust their diet, or contact you to discuss veterinary intervention.

• For long stays (over 10 days), we will weigh your cat weekly to ensure they maintain a healthy and consistent weight.

• If your cat’s normal diet does not maintain their weight in our environment, we may need to provide additional meals or supplements. It is therefore essential that you disclose any dietary restrictions, allergies, or preferred flavours if you provide your own food. This ensures your cat continues to receive the appropriate diet while in our care.

4.7 Multiple Animal Stays

• If you make a reservation for more than one pet to stay in the same space, this is entirely at your own risk.

• By booking, you confirm that the pets are normally resident in the same household, as required by Animal Licensing Laws, and show no signs of aggression toward each other over food or otherwise.

• Housing two or more animals together who 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 place them in emergency off-site accommodation due to aggression or stress between the animals, you will be charged for any costs incurred See clause 8 for more information.

4.8 Extras

• We can provide or arrange additional services for your pet (subject to availability), including grooming, country walks, and use of pet remedy plug-ins for nervous animals.

• We can also arrange collection and return of your pet at the start and end of their stay. Charges for these services will be applied upon collection or, in the case of home delivery, before leaving the kennels.

• Grooming services are subject to availability; see Annex 1 for details.

4.9 Facebook Photos and Videos

• We will endeavour to take photos or videos of your pet during their stay and post them to Facebook.

• Please note that this service is secondary to the health and welfare of the animals and may be affected by external factors such as weather.

• We cannot guarantee that photos or videos will be taken or posted.

• Please inform us at check-in if you do not wish your pet’s name or photo to be posted.

5. DAYCARE

5.1 General

Daycare bookings are charged per session and must be paid in full at the time of collection.

5.2 Amendments and Cancellations 

If you cancel a Daycare slot with less than the required notice, or do not attend a booked slot, you will be liable for the full charge of that booking.

The required notice is as follows:

1) Off-Peak Season (see clause 3.4 for peak season details)

• a. You may amend or cancel up to two Daycare slots in one working week without charge, provided you give at least 48 hours’ notice.

• b. If you amend or cancel three or more slots in one week, you must give at least 72 hours’ notice.

2) Peak Season (see clause 3.4 for peak season details)

• a. You may amend or cancel one or two Daycare slots in a working week with at least 72 hours’ notice.

• b. If you wish to cancel more than three Daycare slots in one working week, you must give at least 1 week’s notice.

5.3 Late Cancellations or No-Shows

If you cancel with less than the required notice or fail to attend a booked slot, the full booking fee will be charged.

6. YOUR OBLIGATIONS TO US

6.1 Your pet must be vaccinated

By making a booking or reservation with us, you confirm that your pet is fully vaccinated according to the vaccine manufacturer’s guidelines. Please contact reception if you are unsure what vaccinations your pet is required to have and, the frequency at which they must be given which varies depending on the vaccine.

6.2 Your dog must be vaccinated against kennel cough

If your reservation is for a dog, they must be vaccinated against Bordetella (“kennel cough”). The first kennel cough vaccination must be administered at least two weeks before the start date of the reservation. Booster vaccinations may be administered before arrival if they are not live. Please check with your vet whether your vaccination qualifies as a booster.

We accept no liability if your pet contracts kennel cough, as not all strains are covered by the vaccine. There is a 10-day incubation period, making it impossible to determine when or where infection was contracted.

6.3 You must provide vaccination records

It is essential that you provide clear and accurate vaccination records when dropping off your pet. This ensures the safety of your pet, other pets, and our staff.

Even if your pet has stayed with us previously, we may not rely on previous records. You may request your vet to email a copy of your pet’s vaccination status prior to the stay.

• If records are missing or contain errors, your pet may not be able to stay with us, but you will still be charged in full for the reservation.

• We cannot accept responsibility for contacting your vet to obtain records.

We also require the date of your pet’s last flea and worming treatment and the brands used. This does not have to be on the vaccination card but will be recorded on your pet’s kennel card at check-in.

6.4 What vaccination records must show

Records must include:

• Pet’s name

• Owner’s name

• Date each vaccine was administered

• Vaccination vial number

• Date when the next vaccine is due

• 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 shows any signs of sickness or injury before drop-off, you must inform us before or at the time of arrival. This allows us to discuss the best course of action for your pet’s health during their stay. Disclosure does not necessarily mean your pet cannot stay with us.

6.6 You must provide an emergency contact number in the UK

Along with your primary contact number, you must provide the name and phone number of an emergency contact in the UK. In accordance with data protection laws, you must inform this contact that we will hold their details, including home address, for two years—this is a licensing requirement. The emergency contact must be able to care for your pet if it becomes impossible for their stay with us to continue.

6.7 Bringing toys and blankets

You are welcome to leave a toy and/or blanket with your pet during their stay. Toys may remain with your pet overnight.

• Exceptions: If your pet has a history of chewing or ingesting toys, we cannot accept personal toys due to risk of blockages.

• We also cannot accept: beds, crates, toys with batteries, rawhide chews, yak bones, or any item posing a choking hazard.

• During field/playtime, your pet will have access to a large selection of supervised toys

See clause 14.4 for further details regarding toys and belongings.

6.8 Pets known to chew or destroy items

If your pet is known to chew or destroy items, you must inform us at drop-off. Chewing poses a high risk, and ingestion of items such as blankets, beds, or toys may require veterinary treatment.

• If a pet is not previously known to be destructive damages items, we will remove any potentially hazardous items and log the incident.

• You will be charged for the replacement cost of damaged items as well as veterinary fees and associated travel costs.

7. MEDICAL CONDITIONS AND ILLNESS 

7.1 Medical Conditions and Illness

• We can accept pets with medical conditions. Subject to prior approval, we are able to accept bookings for pets with manageable medical conditions, injuries, or non-infectious illnesses.

• These bookings must be arranged with management in advance and will usually require a trial overnight or daycare stay before the booking can be confirmed.

• Examples of conditions we may accommodate (but are not limited to) include: diabetes, arthritis, recovering limb injuries, non-contagious ear or eye infections, allergies, epilepsy, and mild heart conditions.

• You must inform us of any medical conditions both when making a reservation and at drop-off to ensure we can best cater to your pet’s needs.

• Please note: we are unable to accept new clients with pets that are both blind and deaf.

7.2 We may have to refuse admission 

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 a medical condition is not disclosed at the time of booking or check-in and we are unable to accept your pet, the full booking charge will still apply. If a condition is newly diagnosed after booking and disclosed in advance, we may be able to still accept your pet, if not we will work with you to reschedule or amend the booking where possible.

If it becomes aparent that you have not disclosed a illness, or omit information about a condition after Check-in which could mean your animal is at risk of suffering during their stay we reserve the right to:

o End the contract immediately. See 12 Our Rights to End the Contract

o Charge you for all costs incurred to get appropiate veterinary treatment.

o Charge where necessary for the costs involving finding and providing alternate accommodation for the rest of their stay. 

7.3 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. There is a surcharge for this service, found on our website and in reception. 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 our current hourly rate (see website or contact reception for up-to-date rates). 

7.4 What We Will Do if Your Pet Becomes Ill

• If we discover that your pet becomes ill during their stay with us, and we consider it a serious issue that may cause them suffering or pain, we will contact you or your designated emergency contact. This may be by phone or, if necessary, by email as a last resort.

• We will discuss our concerns with you and agree on a plan of action to ensure your pet’s well-being.

• Conditions we do not typically consider emergencies include:

o Constipation or loose stools lasting no more than a day or two,

o Vomiting due to rushed eating (on a single occasion),

o Your pet coming into season, unless this was unexpected.

7.5 Fleas and 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 surcharge for the additional work to ensure the safety of the other animals and care of your pet in line with the Animal Welfare Act 2006. Please ask reception for current rates or look on our website.

As required by DEFRA and Animal Licensing Law, we must treat pets found to have parasites with an appropriate veterinary-prescribed medication. We will arrange this treatment in consultation with a vet. You will be responsible for the cost of:

(a) the veterinary treatment itself,

(b) any transport and staff time required to collect or deliver treatment, and

(c) any additional care required to safely isolate your pet (minimum £50).

(d) For dogs, this may also include a flea bath. These charges reflect the actual costs incurred.

7.6 Veterinary Care

If our management team determines that your pet requires treatment, we may provide veterinary care, including taking your pet to a local veterinary practice. Our usual practice is Marlow’s in Chepstow during normal hours, and Rowe in Bistol for out-of-hours care, unless you have specifically requested a different vet and they are available. We will always attempt to contact you to discuss the situation, if possible. You will be responsible for the costs of veterinary care, any transport required, and staff time incurred in arranging or providing this treatment.

8. Behaviour & Welfare Disclaimer

8.1 General

To ensure the safety, wellbeing, and comfort of all animals and staff at Penylan Country Lodge Kennels & Cattery, we reserve the right to decline or terminate a booking if an animal displays behaviour or a condition that we deem to be unsafe, excessively disruptive, or not in the animal’s best interest.

This includes, but is not limited to:

• Aggressive, threatening, or unsafe behaviour towards staff, other animals, or themselves

• Excessive stress, anxiety, or signs of emotional distress suggesting kennelling is unsuitable

• Destructive or unpredictable behaviour that poses risk to staff, facilities, or the animal itself

• Significant changes in temperament or behaviour since the time of booking

• Failure to disclose any new or existing medical condition that may impact the animal’s behaviour or ability to be safely boarded

8.2 Supportive Settling-In Measures

We understand that some pets may need time to adjust to the kennel environment. In most instances, we will make every reasonable effort to help your pet settle comfortably. This may include:

• Spending extra time to comfort and reassure them

• Hand-feeding if necessary

• Using calming aids such as herbal plug-ins or CBD oil with lavender

• Housing them in quieter or more isolated kennels away from others

• Separating pets from a shared kennel if it becomes clear this would improve welfare, this will incur additional costs for the extra kennel.

• If you have a pet that has specific behavioural issues that would require additional measures to ensure they integrate safely and comfortably in our environment, please call us to discuss this with the Owners or Operations Manager. This will be treated on an individual basis and allow us to cater to your pets specific needs. For example, resource guarding, bad experiences in other kennels, fear agression. 

8.3 Shared Kennels and Mating Behaviour

If your pets are sharing a kennel and we observe any signs of mounting or mating behaviour, regardless of sex, we reserve the right to separate them immediately for their safety and wellbeing. The additional cost for the extra kennel and any potential veterinary treatment and costs associated with such behaviour will be added to your pets bill for payment at the end of their stay. 

8.4 Destructive Behaviour and Damaged Property

If an animal is found to be destructive to bedding, kennel fixtures, or other items, we may remove objects such as plastic beds, blankets, metal beds, or heat lamps to prevent injury or further damage. Any such action will be taken in the best interest of the animal’s welfare. See 14.4 for further details regarding personal belongings. 

• Any damaged items (whether belonging to the kennel or supplied by the owner) may be chargeable at check-out.

• If destruction leads to the removal of a heat lamp (for example, during colder weather), and temperatures drop below 10°C, we will provide an alternative safe outdoor heating solution, and the additional cost will be added to your final bill.

8.5 Non-Disclosure and Liability

Should we determine that boarding is not in your pet’s best interest, we may ask for them to be collected. If this is not possible, we reserve the right to make alternative arrangements at our discretion, in line with our duty of care.

Where behaviour or circumstances affecting the animal’s suitability for boarding were not disclosed at the time of booking, or if relevant changes were not communicated in advance, the owner will still be liable for the full boarding fee.

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 requested change is possible.

If the change is possible, we will advise you of:

• Any adjustments to the price of the booking, and

• Any other implications resulting from your requested change.

You will then be asked to confirm whether you wish to proceed with the change.

If we cannot make the change, or if the consequences of making the change are unacceptable to you, you may wish to end the contract (see clause 11, Your Rights to End the Contract).

10. OUR RIGHTS TO MAKE CHANGES

We may make minor changes to the services we offer in order to:

• Reflect changes in relevant laws or licensing requirements, or

• Implement minor technical adjustments or improvements.

These changes will not negatively affect your or your pet’s experience or stay with us.

11. YOUR RIGHTS TO END THE CONTRACT

11.1 Circumstances in Which You Can End the Contract

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

(a) If you want to end the contract due to something we have done or told you we are going to do, see clause 11.2; or

(b) If you have simply changed your mind about the reservation, see clause 11.3. You may be eligible for a refund if you are within the cooling-off period.

11.2 Ending the Contract Due to Our Actions

If you are ending the contract for any of the reasons listed below, it will end immediately, and we will refund you in full for any reservation you have made:

(a) We informed you of an error in the price or description of the booking not advertised online or in reception or related to discounts or seasonal prices, and you do not wish to proceed;

(b) We have suspended, or notify you that we are going to suspend, our services for technical reasons for a period exceeding three months; or

(c) You have a legal right to end the contract due to something we have done wrong.

11.3 Changing Your Mind (Cooling-Off Period)

You have 7 days to change your mind, starting from 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 and receive a refund of your deposit—unless the booking start date is within 21 days.

If the booking is within 21 days of your pet’s stay, the cooling-off period does not apply, and you will be liable for the full charge, see 3.6 f). We can provide an invoice for insurance purposes if your holiday is cancelled. 

Please note the booking confirmation is not usually accepted by most insurance companies as this is not a VAT invoice, so please contact reception should you need an invoice. 

11.4 How to End the Contract

To end your contract, please contact us by calling 01633 400306. Provide your name, address, booking details, and, if available, your phone number and email address. Once you receive a cancellation confirmation email from us, the contract is deemed cancelled.

11.5 How We Will Refund You

If you are entitled to a refund, we will return your deposit only using the same payment method you used to pay it. We will process the refund as soon as reasonably possible.

12. OUR RIGHTS TO END THE CONTRACT

We may end the contract if you fail to meet your obligations. We may terminate the contract at any time by giving you written (or verbal notice in cases c, d & e) notice if:

(a) You do not make a deposit payment when it is due, and fail to pay within 24 hours of us reminding you;

(b) You do not provide, within a reasonable timeframe, information that is necessary for us to provide the services (for example, as required under clause 6.3);

(c) If you fail to disclose a medical or behavioural issue before check in. You will be liable for the full payment of your booking and all other costs incurred in these circumstance, see clause 7.2.

(d) You fail to provide the required vaccination records at check in. You will be liable for the full payment of your booking in these circumstance.

(e) You refuse to pay the additional charges deemed necessary for your pets welfare and health. For example, extra heating for old arthritic dogs, additional calming plug in for a particularly unsettled cat.

(f) There has been a breakdown in our relationship with you, making it impossible or unreasonable for us to continue the contract.

13. IF THERE IS A PROBLEM WITH THE SERVICES

13.1 How to Tell Us About Problems

If you have any questions, concerns, or complaints regarding our services, please contact us promptly. You can reach us by phone at 01633 400306. We will make every reasonable effort to resolve any issues in a timely manner.

13.2 Summary of Your Legal Rights

We are legally required to provide services that conform to this contract. Your statutory rights are not affected by anything in these terms.

14. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU

14.1 Liability & Risk

All pets are accepted entirely at the Owner’s risk. While we will provide services with reasonable skill and care, we cannot guarantee the prevention of all risks inherent in a kennel, cattery, daycare, or grooming environment. Except where loss, injury, illness, or death is directly caused by our proven negligence, we accept no liability for any injury, illness, behavioural change, or death of your pet.

14.2 Foreseeable Loss and Damage

We are responsible for foreseeable loss and damage caused by our failure to comply with these terms. Foreseeable loss or damage is that which either we knew or ought reasonably to have known could result from our failure to provide the services with reasonable care and skill. We are not responsible for any loss or damage that is not foreseeable.

14.3 Liability That Cannot Be Excluded

We do not exclude or limit our liability where it would be unlawful to do so. 

This includes, but is not limited to:

• Death or personal injury caused by our negligence or the negligence of our employees, agents, or subcontractors.

• Fraud or fraudulent misrepresentation.

• Breach of your legal rights in relation to the services, including your right to services that are as described, of satisfactory quality, fit for any particular purpose made known to us, and supplied with reasonable skill and care.

14.4 Toys and Other Possessions. 

Toys and personal possessions you bring for your pet are left at your entirely at your own risk. Pets are not monitored 24 hours a day, and we cannot accept responsibility for toys that are damaged or for injuries caused by such toys. Any other possessions such as treats you provide are also left entirely at your own risk, and we cannot accept responsibility for loss, damage, or illness resulting from them.

15. HOW WE MAY USE YOUR PERSONAL INFORMATION

We will use your personal information only for purposes related to your booking and communication with you. At all times, your information will be handled in accordance with UK Data Protection Laws. We will never share your personal information with third parties, except where required by Law or for the provision of our services, for example, with a veterinary practice if necessary for your pet’s care and our booking software programs.

16. OTHER IMPORTANT TERMS

16.1 Veterinary Treatment & Emergency Care

By leaving your pet in our care, you expressly authorise us to seek veterinary treatment on your behalf if, in our reasonable judgment, such treatment is required and we are unable to contact you or your nominated emergency contact. You agree to reimburse us for all veterinary costs, medication, transport, and staff time incurred in relation to such treatment, whether or not the pet ultimately recovers.

16.2 Behaviour, Aggression & Owner Liability

You are responsible for any damage, injury, or loss caused by your pet to other animals, staff, visitors, property, or equipment. You agree to fully indemnify us against any claims, costs, or expenses arising from your pet’s behaviour, including veterinary bills, repairs, or replacement of damaged property. We reserve the right to refuse admission or terminate a stay at any time if we consider your pet’s behaviour poses a risk to safety or welfare.

16.3 Force Majeure / Unforeseen Closure

We shall not be liable or obliged to refund, rebook, or compensate you for any failure or delay in performing our obligations where such failure or delay results from events outside our reasonable control, including (but not limited to) fire, flood, storm, epidemic, pandemic, government restrictions, power failure, or staff illness.

16.4 Use of Photographs and Videos

Unless you inform us otherwise at check-in, you grant us a royalty-free, perpetual licence to use photographs and videos of your pet, taken during their stay, for marketing and promotional purposes (including social media, print, and online). We will never disclose your personal details when using such images.

16.5 Insurance Disclaimer

We strongly recommend that you maintain adequate pet insurance for veterinary care, injury, illness, and third-party liability. We shall not be responsible for any costs, losses, or expenses that would otherwise be covered by such insurance.

16.6 We may transfer this agreement to someone else

We may transfer our rights and obligations under these terms to another organisation. If we do, we will notify you.

16.7 You need our consent to transfer your rights

You may only transfer your rights or obligations under these terms to another person if we give written consent.

16.8 No one else has rights under this contract

This contract is between you and us. No other person shall have any rights to enforce any of its terms.

16.9  If part of this contract is found illegal, the rest will continue

Each paragraph of these terms operates separately. If any part is found to be unlawful by a court or relevant authority, the remaining paragraphs will remain fully in force.

16.10  Delays in enforcing this contract do not waive our rights

If we do not immediately enforce any of the terms, or delay in taking action against a breach, this does not mean we waive our rights. For example, if you miss a payment and we do not immediately request it, we can still require payment at a later date.

16.11  Applicable law and jurisdiction

These terms are governed by the law of England and Wales. Any legal proceedings relating to these services must be brought in the courts of England and Wales.