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 January 2024. For a summary of the changes made please see here.
- Vaccinations and health
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- 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 vaccinations are up to date. Vaccinations should be given yearly and boosters provide coverage for 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 to allow them enough time to develop some immunity and protection. Dogs must be fully vaccinated against Parvovirus, Hepatitis, Leptospirosis and Distemper and have received a vaccination against kennel cough at least 14 days prior to their stay. The kennel cough vaccine is a live virus and dogs cannot be accepted within 14 days of having it. We will endeavour to make you aware of this through booking confirmations, reminders and on our website however if dogs are still given this too close to arrival, your booking will be cancelled and any payments forfeited. Cats must be vaccinated against Parvovirus and feline respiratory viruses.
- You must upload a copy of the vaccination card for each pet to their online profile or send it over to us electronically before your booking commences so we can check that all is in place. Failure to provide a copy of your pets vaccination card will mean we cannot accept your pet for boarding without seeing proof of vaccination. If you cannot find the original card your vet will be able to provide you with proof of vaccinations upon request.
- Any current or ongoing problems with a pet’s health must be notified to us at the time of booking. We reserve the right to refuse any pet that is sick at the time of boarding or any pet that has a potentially contagious condition, including but not limited to, conditions such as conjunctivitis, sickness and diarrhoea, a cough, influenza or parasites of any sort. We do rely on owner’s being honest about any such health concern and whilst we endeavor to exclude any pet’s incubating any illness, we do not accept liability for any illness your pet may pick up during boarding or daycare. Careful hygiene practices are followed but your pet will be exposed and around other pet’s more than they would normally and with this comes an increased risk of potentially picking something up.
- 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 (Wrekin View Vets) if required. The owner is responsible for the full cost of any treatment required together with any associated costs (such as our time, cost of fuel and travel) and the owner agrees to pay all such costs immediately upon collection of their pet, or by agreement with the proprietor.
- 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.
- The owner agrees that all information provided about their pet’s health is correct and honest at the time of booking and recognizes that Haleswood Pet Hotel will rely on the owner’s representation that their pet is in good health.
- Following collection of your pet, any issues or concerns must be brought to our attention within 18 hours of collection in order for us to investigate or resolve them. We will not be able to consider anything after this period, as they will have been out of our care and it is difficult to conclude if the issue had occurred during their time at Haleswood or since collection. All areas are covered by CCTV and all pet’s are carefully monitored during their time with us. If a third party such as a dog walker, trainer, other animal professional, family member or friend, collects your pet on your behalf, the responsibility of your pet becomes theirs with immediate effect and we do not accept liability for anything that may occur from that point onward.
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- Pet behaviour and temperament
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- Any current or ongoing problems with your pet’s 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 who poses a risk to us, themselves, property or other guests in our care.
- The owner confirms their pet has no history of having shown aggression or threatening behaviour to any person or any other pet and that they have disclosed to us any prior incidents that Haleswood Pet Hotel should be aware of before accepting the pet for boarding.
- In the event that caring for your pet becomes difficult due to their behaviour such as aggression, putting us or other pet’s at risk, we will contact you to collect your pet and to make alternative arrangements for their care. You agree that, if you are contacted under these circumstances, your emergency contact will collect your pet at the earliest opportunity and failing this, you will collect your pet yourself when we require you to. The remaining balance will still be owed to us for the reserved occupancy fee, as you would have been provided opportunity to declare any such behaviour before the booking, allowing us to determine whether your pet would be suitable for boarding.
- We cannot accept female dogs who are in season in either their Prestrus or Estrus stages (please see our season cycle guide on our website on the useful info page, for help on determining at what stage your bitch is currently). We strongly advise that bookings are not made around the time your bitch is due to be in season. If you choose to do so, you risk losing your deposit if she comes into season around the time of your booking because we will have to refuse your dog for boarding or doggy daycare. If she is brought into us during her Prestrus or Estrus stage and you fail to declare this, you will be asked to collect your dog immediately and pay the full occupancy fee aswell as any cleaning charges and you agree to do so.
- If you have brought your dog in for a daycare trial to be assessed and we find that they are not good with us, other dogs or do not settle during the day, you may be asked to collect them sooner. If you have declared that your dog is good with people, other dogs and can safely run off lead amongst a group of dogs with no aggression but we discover that this is not the case, we will ask you to collect them if we do not have the availability that day to exercise them individually, away from the group or we find they pose a risk of injury to us when being handled. The trial day will still be charged even if your dog does not pass their assessment with us so please consider this before booking a trial.
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- Accommodation and exercise
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- 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.
- 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. We advise that if you wish your dog to engage in play with other dogs, they should be insured for injury as a precaution and the owner agrees to cover any vet bills arising from injury in play via their insurance.
- 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 no history and has never shown signs of aggression, dominance or any problems towards any particular breed, gender or other dog’s activity level. Failure to declare any such problems is irresponsible and puts other dogs and us at risk of injury. Please note we will only mix dogs who are already of sound temperament and have past experience of meeting and playing off lead with other dogs and it is the owner’s responsibility to adequately socialise and train their dog before coming to us.
- The owner agrees to cover any costs associated with an injury caused by their pet towards another pet or person.
- Whilst every possible attention is given to each pet boarded with us, boarding is done so entirely at the owner’s risk and the owner agrees to indemnify Haleswood Pet Hotel in full against any liability arising from any damage to property or harm to third parties.
- The owner should make Haleswood Pet Hotel aware of any destructive behaviour or tendencies and the owner agrees to provide bedding suitable for pets who are destructive. The owner is responsible for any damage caused to property of Haleswood Pet Hotel and a charge will be levied for any items destroyed beyond use and added to the owner’s bill and payable upon collection.
- A cleaning charge will be added to your bill if your pet is not appropriately toilet trained and continuously makes a mess of their space that requires extra cleaning to the norm. Rare toileting accidents are accepted but marking of territory and inability to use suitable and available toileting areas is unnecessary.
- 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.
- 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. See section 1g. regarding raising a concern following collection of your pet.
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- Fees and deposits
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- Your booking is not secure until we receive a non-refundable and non-transferable 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.
- Daycare bookings must be paid for in full within 48 hours of the booking being made and this is non-refundable and cannot be transferred to another day. If you need to change a daycare that you have booked, we will move it to another day of your choice for a £5 surcharge. The rebooked day must fall within 14 days of the amended daycare and is subject to us having availability and being given a minimum of 24 hours notice. If you need to cancel the day completely, the usual T&Cs apply where the payment is lost.
- 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.
- Fees are charged at a daily rate inclusive of the day of arrival and day of collection. Should an animal be collected before the booked departure date, the reserved occupancy fee will still be charged.
- A three day minimum charge will apply to bookings that occur over a bank holiday weekend where you want to collect on the Saturday or Sunday, to cover and include all three days of the bank holiday. Dates where this applies are Easter weekend, Early May Bank Holiday weekend, Spring Bank Holiday weekend and August Bank Holiday weekend.
- If you want to drop off or 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.
- 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 cancel within 7 days of your booking commencing, the other 50% of your outstanding bill will still be payable unless we are able to fill the cancelled room with a customer on our waiting list for the entirety of the original days booked however this is not a guarantee.
- If you have previously cancelled or amended a, or multiple, bookings at short notice, we reserve the right to refuse future bookings or to ask you to pay the full amount at the time of booking to prevent the reoccurrence of lost income from a last minute cancellation or change.
- If we have to refuse your pet for boarding or doggy daycare due to out of date vaccination records, concerns with health or aggressive behaviour, 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.
- 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.
- Our online booking system makes it easy for customers to manage and make their own bookings. We do require all bookings to be made online to help reduce the time we spend on administration of bookings and allow us more time to spend caring for our guests. We have made the system as easy to use as possible with an online booking guide to troubleshoot any problems. Multiple daycare requests must be submitted on one booking form using the repeat function. We will endeavor to make this as clear as possible to all customers but an administration fee will be incurred for us to make bookings on your behalf if you decline to use the online booking system or if we must make excessive changes to bookings after they have been submitted, such as creating repeat daycare bookings on your behalf.
- Administration time will be charged for if we need to keep chasing up any information including vaccination records, signed documents, deposits, outstanding payments or incomplete information on your online account. There will also be a charge levied for repeated (two or more) changes to bookings made which increases admin and processing time for your booking. Admin fees are £5 per change or follow up for information.
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- Photographs, social media and special offers
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- 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.
- 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.
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- Your data and privacy
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- 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.
- 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.
- Data for customers that have not used Haleswood Pet Hotel in the last three years will be removed from the system.
- You agree that by signing a copy of our terms and conditions you agree to being contacted by us unless you tell us otherwise.
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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.