Terms & Conditions

Please find below our Terms & Conditions, we ask all customers to sign to say they have read and agreed with them, signatures are held electronically and reviewed yearly. Terms last updated March 2020.  

  1. Vaccinations and health
    1. Your pet can only be accepted for boarding if it is in good health and you are able to produce a certificate or vaccination card confirming their inoculations are up to date. Vaccinations should be given yearly and boosters last 12 months, if your pet is starting a new primary course of vaccinations we can only accept them for boarding two weeks after the second booster has been given. Dogs must be fully vaccinated against Parvovirus, Hepatitis, Leptospirosis and Distemper and have received a vaccination against kennel cough at least 10-14 days prior to their stay. Cats must be vaccinated against Parvovirus and feline respiratory viruses. All other pets should be up to date with relevant vaccinations.
    2. You must provide a hard copy of the vaccination card for each pet and these are to be held on site for the duration of your pet’s stay, this is a legal requirement for any boarding establishment. Failure to provide a copy will mean we cannot accept your pet for boarding. If you cannot find the original card your vet will be able to provide you with proof of vaccinations upon request.
    3. Any current or ongoing problems with a pet’s health or temperament must be notified to us at the time of booking.  We reserve the right to refuse any pet that we consider to be of an unreliable temperament, or sick at the time of boarding.
    4. The owner authorises Haleswood Pet Hotel to seek veterinary advice and/or treatment where they deem necessary and where possible this will be carried out by the owner’s usual/preferred Vet, however we reserve the right to use our designated, registered Vet (Gladstone Vets) if required. The owner is responsible for the full cost of any treatment required together with any associated costs and the owner agrees to pay all such costs immediately upon collection of their pet, or by agreement with the proprietor.
    5. It is the owner’s responsibility to ensure all pets have been wormed recently and should not show signs of having any external parasites such as fleas. Should any pet require treatment for internal or external parasites (fleas, worms, etc.) then a charge will be levied for this.  
    6. The owner agrees that, in admitting their pet, Haleswood Pet Hotel has relied on the owner’s representation that their pet is in good health and that the owner has disclosed to us any prior incidents where their pet has harmed or shown aggression or threatening behaviour toward any person or any other pet.
    7. We are unable to take take bitches who are in season at the time of your booking. We understand that this cannot always be predicted but if they come into season prior to arrival please let us know ASAP to either cancel your booking or we can help you work out some options.
  1. Environment
    1. If the owner requires their pets (of the same species) to share accommodation, it is done so entirely at their own risk.  Should we feel the need to separate them in the interest of the animal’s own safety, a relevant charge for the extra accommodation will be levied and you agree to this.
    2. If the owner would like their dog to mix with other suitable dogs, the owner accepts that during the course of normal dog play their dog may sustain injuries. All dog play is carefully monitored to avoid injury but it is at the owner’s discretion to agree to let their dog mix with others. Only dogs that are good with others will be able to participate in socialisation, you will be asked to sign a document to confirm your dog has never shown signs of aggression to other dogs. Please note we are not a training facility and we will only mix dogs who are already of sound temperament, it is the owner’s responsibility to adequately socialise their dog.
    3. Whilst every possible attention is given to each pet boarded with us, boarding is done so entirely at the owner’s risk. The owner is responsible for any damage to property or harm caused by their pet while it is under the care of Haleswood Pet Hotel and the owner agrees to indemnify Haleswood Pet Hotel in full against any liability arising from such damage to property or harm to third parties. 
    4. The owner agrees that Haleswood Pet Hotel is not responsible for any lost, stolen, or damaged items that are left with their pet but we will do our best to tag and list all items to ensure a safe return.
    5. Please note all pets boarded with us are insured whilst in our care by our own insurance, excluding fees or death in connection with any condition that existed prior to boarding, dog bites or the cost of cremation. 
  1. Fees and deposits
      1. Your booking is not secure until we receive a non-refundable deposit within 48 hours of the booking being made of 50% of the total bill and the remaining amount is then required in full upon collection. We accept cash, debit or credit cards and in exceptional circumstances we will accept cheques. Deposits secure your pets accommodation and failure to pay this before arrival may lead to us rebooking the accommodation. During peak periods, we reserve the right to cancel your booking if it has not been secured by a deposit without having to notify you. 
      2. Daycare bookings must be paid for in full within 48 hours of the booking being made and this is non-refundable and non-transferable. 
      3. If a booking is made that is due to commence within 7 days, a deposit will be required that same day for us to hold the space or for daycare bookings it must be paid for in full. If the deposit is not received that day, the booking will not be added to the system. If booking over the phone, we will ask you to pay the deposit then, otherwise it should be paid online. 
      4. Fees are charged at a daily rate inclusive of the day of arrival and day of collection so our minimum charge is two days. Should an animal be collected before the booked departure date, the reserved occupancy fee will still be charged.
      5. If you want to pick your pet up outside of our normal opening hours and we agree to this then an out of hours charge will be levied. Out of hours appointments are by prior agreement only and are at our discretion. If you arrive out of hours to collect or drop off your pet without prior appointment and only if we feel it will not disrupt our guests too much, you will have the out of hours charge automatically added to your total bill.
      6. In the event you need to cancel your booking we will not be able to refund your deposit or transfer it to another booking. If you have previously cancelled a booking at short notice, when you make a future booking we reserve the right to ask you to pay the bill in full in advance to prevent the reoccurrence of a cancellation.
      7. If we have to refuse your pet for boarding due to out of date vaccination records or concerns with health, we reserve the right to charge you for the total booking as we have reserved the space for you in good faith. It is solely your responsibility to ensure your pet is responsibly vaccinated and that the correct vaccination schedule is maintained and we cannot be held responsible if your pet does not have the correct vaccinations at the time of booking. We will endeavour to make it clear in your booking confirmation and on our website which vaccinations we require and the timeframe for each. 
      8. If you are unable to settle your bill at the time of collection, we reserve the right to keep your pet until the bill can be settled. If we, in good faith, believe you will settle the bill when you are able to and allow you to take your pet home, we will expect payment within two weeks of the departure date. If payment is not received we will go through the small claims court to reach a settlement. 
  1. Photographs, social media and special offers
    1. You agree that any photos taken of your pet whilst they stay with us can be used on our social media page/s, website and marketing materials unless you tell us otherwise. All photos will contain our watermark and logo, if you would like copies of any photographs taken we will be more than happy to share these with you provided you do not erase evidence that they are the property of Haleswood Pet Hotel. 
    2. We run various promotions and schemes to benefit our customers however we reserve the right to end or alter these at any time as per our business requirements.
  1. Your data and privacy
    1. We do hold essential customer information for lawful and legitimate reasons as per our licensing conditions, which include ways of contacting you and details about your pet that allows us to care for them appropriately. Your data will never be shared with any external company. If you want your information to be removed at any time then please let us know, by removing your data this will remove you from our system along with any past booking history and we will have to reenter this information for any future bookings. 
    2. All information is held electronically using a software system that is encrypted with firewall protection and is cloud based and regularly updated. Your information will never be stored on any of our own personal electronic devices. All passwords to the system are changed every quarter and customers will never have access to the system. 
    3. Data for customers that have not used Haleswood Pet Hotel in the last three years will be removed from the system. 
    4. You agree that by signing a copy of our terms and conditions you agree to being contacted by us unless you tell us otherwise. 

All pets should be collected within 14 days of the stated departure date unless you have had to extend your booking for other reasons and you have made us aware of this. We reserve the right to take action/rehome any pet that is not collected if there has been no communication from the owners or guardian and efforts to contact the owner fail.