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Terms And Conditions

Pet Care

1.  The full pet care fee is payable for each day or part of a day save that no fee will be made for the day of collection if your pet is collected between 8:00am and 12.00pm.  After 12pm a daily care charge is payable.  We also charge a small surcharge for all bookings that fall on a Bank Holiday including Christmas Day, Boxing Day and New Years Day.

2.  No pet shall be accepted for pet care unless in good health, and you warrant that to the best of your knowledge and belief that your pet on admission for pet care is in good health and not suffering from or carrying any infectious or contagious disease and has not been in contact with any such disease within the last 30 days.  Should your pet be suffering from any non-infectious medical condition you must inform a member of staff prior to or on admission so that we may provide the correct level of care.  Admission for pet care will be refused without a valid certificate of inoculation against: DOGS - Distemper/ Hepatitis/ Leptospirosis/ Parvovirus and Infectious Bronchitis (kennel cough); CATS - Feline Enteritis and Feline Influenza; RABBITS - Myxomatosis and Viral Hemorrhagic Disease (VHD).  If your pet is deemed to require flea/ worming treatment on admission, treatment shall be carried out and a fee for this is payable on departure.

3.  In the event of a pet becoming ill your Vet or a Vet selected by us will be called in where necessary.  If treatment or surgery is recommended every effort will be made to contact you at the address and/or contact number stated on the registration form to obtain your consent, but in case contact cannot be made, you agree to accept the decision of your Vet or a Vet selected by us.

4.  All pets are insured through the agency of Home From Home Pet Care Ltd against loss or illness contracted whilst in our care excluding pre-existing conditions and fees transporting your pet to and from your Vets if necessary.  Cover does not extend to puppy and dog play groups.  Details are available upon request.  Subject thereto you will be responsible for all vet fees and the cost of all medication.

5.  All charges and fees are to be paid at the time of departure and no pet shall be released from our care until payment has been made in full unless authorized by a senior member of the pet care team.  If for any reason your account is not settled in full at the time of your pets departure, you will be invoiced within seven days with an account charge of £5.00 (plus VAT).  In the event of non-payment within one week we will invoice you again with an account charge of £5.00 (plus VAT).  A third and final invoice will be issued one week later with an account charge of £25.00 (plus VAT).  If we still have recieved no payment, your account will be referred to our debt collection agency or the County Court.  It is your responsibility to ensure your contact address and phone details are correct.  The right is also reserved to charge the full pet care fee for the entire period booked if your pet is collected prior to the departure date arranged by you at the time of booking.

6.  For pets requiring care for more than 28 days, an advance payment is required for the first 28 day period and subsequent invoices will be issued every 28 days until departure.  7 day payment terms are applicable to all invoices issued for pets in our care for more than 28 days.  Accounts unsettled within 7 days from the date of invoice will be reinvoiced and account charges as detailed in clause 5 will be charged.

7.  Notwithstanding acceptance of a booking for pet care, the right is reserved to refuse admission to any pet which in the opinion of the pet care manager is of an aggressive nature or otherwise unsuitable for pet care.

8.  All reasonable care will be taken of your pet, but pets in our care are nonetheless cared for by us entirely at your risk.

9.  The right is reserved to re-home any pet not collected within 14 days of the date arranged if no communication is received from you and reasonable efforts to contact you have failed.  In the event we deem it necessary to re-home your pet due to abandonment, all fees shall be payable by you up to the point of re-homing.  A £150 rehoming fee is payable by you for re-homing your pet and a report shall be filed with the appropriate authorities.

10.  All deposits payable for pet care are non-refundable and non-transferable.

Dog Training

For our Dog Training Policy, please click here.


Dog Grooming

1.  All cancellations of appointments for dog grooming are required to be placed at least 24 hours from the time of arrival.  Any cancellations made within 24 hours or any appointments not attended are subject to a 50% charge of the overall grooming charge which would be payable at the time of your next appointment.

2.  Any dog not collected at the specified time may incur a boarding charge at 1/2 the daily rate for dog care.

3.  Any dogs that require excessive de-matting to be carried out upon an appointment would be subject to an additional charge of £1.00 for every 10 minutes over the grooming time specified for their particular breed.

4.  The guardian would be required to provide any prescription shampoo's if the dog has a skin condition that requires treatment.  For all dogs that may have a slight skin irritation and aren't currently under treatment from their vets a Medicated Shampoo will be used to sooth the skin when bathing.

5.  Any dog that is found to have flea's when groomed, and the guardian hasn't informed us in advance, the fee for grooming would be subject to an additional charge if anti-flea shampoo is required.

Pet Supplies

1.  The Facebook weekly winner's credit expires 28 days from the date of announcement.  Credit is only redeemable by the person named on our Facebook page and against products in-store and is not applicable with any other offer.

2.  All discounts on pet foods and accessories as a registered pet care customer exclude treats, zero V.A.T rated products and the Natures Menu frozen dog food range.