Pet Care Terms & Conditions

  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 8am and 12pm. After 12pm a daily care charge is payable. We also charge a surcharge for all bookings that fall on a Bank Holiday including Christmas Day, Boxing Day and New Years Day.
  2. In exceptional circumstances it may be agreed by a senior member of the pet care team that check in / check out of your pet will be allowed outside of our normal check in / check out hours. We reserve the right to charge £3.50 for each 1/4 hour for this out of hours service.
  3. No pet will 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/ Lepotospirosis/ Parvovirus/ Infectious Bronchitis; CATS – Feline Enteritis and Feline Influenzia; RABBITS – Myxomatosis and Viral Haemorrhagic Disease (VH D). If your pet is deemed to require flea/worming treatment whilst boarding, treatment shall be carried out and a fee for this will be payable on departure.
  4. In the event of your pet becoming ill your Vet or a Vet selected by us will be called should we deem it to be 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.
  5. All pets are insured through the agency selected by 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 of cover are available upon request. Subject thereto the owner will be responsible for all Vet’s fees and the cost of all medication.
  6. All charges and fees are to be paid prior to, or 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 shall be issued one week later with an additional account charge of £25.00 (plus VAT). If we still have received 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.
  7. All bookings for daily care are payable in advance at the time of booking. For ongoing daily care, the first month is taken in advance and subsequent bookings are payable on the lst of each month thereafter. Advanced bookings which are left unsettled for more than 7 days after the 1st of each month shall be treated as provisional bookings and will be at risk of cancellation. For all cancellations of bookings made more than 7 days prior to the date of arrival, a full refund will be provided. Cancellations made 7 days or less to the date of arrival will be non-refundable.
  8. For pets requiring care for more than 28 days an advanced 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.
  9. 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.
  10. All reasonable care will be taken of your pet, but pets in our care are nonetheless cared for by us entirely at your own risk.
  11. 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 all 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 shall also be payable by you for re-homing your pet and a report shall be filed with the appropriate authority.
  12. All deposits payable for pet care are non-refundable and non-transferrable.