Terms & Conditions

Terms & Conditions of Country House Pets LTD

These terms constitute the contract between the company and the owner for the supply of the services and are deemed to be accepted by the owner by virtue of the owner using any of the services. These terms contain the entire agreement between the parties and cannot be varied unless otherwise agreed in writing by a director of the company. Definitions: The Company Country House Pets Limited The Owner The legal owner of the named dog or cat The services The provision of dog grooming, cat boarding, dog boarding and Dog Daycare PLEASE READ THE FOLLOWING. I FULLY AGREE TO COUNTRY HOUSE PETS LIMITED TERMS AND CONDITIONS. I confirm my consent to Country House pets Limited (The Company) registering and holding my personal details on their Database for the purpose to respond to my comments, queries, and support requests, to carry out obligations arising from any contracts entered into between us, to keep me informed of any changes to my booking or services and updates on changes to products and services offered. FEES AND DEPOSITS 1.1 Your booking is not secure until we receive a deposit of 30% and the remaining amount is then required in full upon collection. We accept cash, debit or credit cards and apple pay only. 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. 1.2. Fees are charged at a daily rate including the day you drop your pet off. Should an animal be collected before the booked departure date, the reserved occupancy fee will still be charged. 1.3. 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. 1.4. In the event you need to cancel your booking any cancellation of more than 30 days will receive a full refund minus a £10 admin fee, between 15-30 days we will add the deposit to your account for future bookings minus a £10 admin fee, 14 days or less the deposit is non-refundable, any changes to the booking is charged at a £10 admin fee. 1.5 A customer failing to honour a booking without notification will be liable for payment in full. BOARDING & DAYCARE VACCINATIONS AND HEALTH 2.1. 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. Dogs must be fully vaccinated against Parvovirus, Hepatitis, Leptospirosis and Distemper at least 14 days prior to their stay. If you would like your dog to be vaccinated against Kennel Cough this needs to be done 32 days prior to their stay, IF YOU CHOOSE NOT TO VACCINATE AGAINST KENNEL COUGH OUR INSURANCE WILL NOT COVER IF YOUR DOG CATCHES IT. Cats must be vaccinated against Parvovirus and feline respiratory viruses. All other pets should be up to date with relevant vaccinations. 2.2. YOU MUST PROVIDE A HARD COPY OF THE VACCINATION CARD FOR EACH PET WHICH WILL BE RECORDED ON REVELATION PETS, 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. 2.3. 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. 2.4. The Owner authorises The Company 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 if required The Icknield Veterinary Group Dunstable and The Vet Station Hemel Hempstead. The Owner is responsible for the full cost of any treatment required for existing conditions together with any associated costs and the Owner agrees to pay all such costs immediately upon collection of their dog, or by agreement with the proprietor. However, our insurance will cover any new illnesses up to the value of £2000. 2.5. 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. 2.6. The Owner agrees that, in admitting their pet, The Company has relied on the Owner’s representation that their pet is in good health and that the Owner has disclosed any prior incidents where their pet has harmed or shown aggression or threatening behaviour toward any person or any other pet. ENVIRONMENT 3.1. 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. 3.2. If the Owner would like their dog to mix with other suitable dogs, the Owner accepts that during 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. 3.3. Whilst every possible attention is given to each pet boarded with us, boarding is done so entirely at the Owner’s risk. The Company cannot be held liable for any loss or death of a pet. The Owner is responsible for any damage to property or harm caused by their pet while it is under the care of The Company and the Owner agrees to indemnify The Company in full against any liability arising from such damage to property or harm to third parties. 3.4. The Owner agrees that The Company 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. 3.5. 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. Cattery 4.1 Additionally Owners of cats boarding with The Company must provide a cat scratcher, a disposable cat scratcher is also acceptable, if one has not been provided a £4 charge will be added to your final bill for The Company to provide one. PHOTOGRAPHS, SOCIAL MEDIA, AND SPECIAL OFFERS 5.1. 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., If you would like copies of any photographs taken, we will be more than happy to share these with you. 5.2. 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. CONTROLLED DOG BREEDS 6.1 We except all controlled breeds including XL bully, Pitbull terrier, Japanese Tosa, Dogo Argentino, Fila Braziliero, which have an exemption certificate. 6.2 All owners of controlled breeds using our services must provide an exemption certificate, public liability insurance, up to date vaccination history and must arrive with a muzzle fitted and a short lead. 6.3 Controlled breeds cannot share a kennel with a housemate 6. DUE TO INSURANCE COSTS FOR BOARDING RESTRICTED BREEDS AN INSURANCE FEE OF £10 PER 7 DAYS IS CHARGEABLE instead of £4.20 per 7 days chargeable to unrestricted breeds. SOCIALISATION IN DAYCARE & DAY BOARDING AND BOARDING 7.1 I represent that I am the legal Owner of the named dog(s) and I assume all risks, dangers and responsibility for injuries to the named dog(s). Owner understands and agrees that Owner is solely responsible for any harm to Owner’s dog(s) while Owner’s dog(s) is/are attending social boarding. 7.2 Owner understands and agrees that during normal dog play, Owner’s dog may sustain injuries. All dog play is monitored by The Company’s staff to avoid injury, but scratches, punctures, torn ligaments, and other injuries may occur despite the best supervision. 7.3 All dogs must pass a general behaviour assessment to socialise. Owner further understands and agrees that their dog(s) is/are in good health and have not harmed, shown aggression, or exhibited any threatening behaviour towards any person or other dog. 7.4 Owner further understands and agrees that neither The Company nor any of its employees, staff or volunteers, will be liable for any injury or death of Owner’s Dog(s) provided that reasonable care and precautions are followed, and Owner hereby releases all of them of any liability of any kind whatsoever arising from or as a result of Owner’s dog(s) attending or participating in socialisation as our insurance does not cover socialisation of dogs from different households. 7.5 Owner further understands and agrees that any behavioural or physical health problems that develop with the Owner’s dog(s) while at The Company will be handled and treated as deemed best by the employees, staff and volunteers, in their sole discretion, our insurance covers up to £2000 for conditions that are not pre-existing if a condition is pre-existing The Owner expressly agrees to assume full financial responsibility for any and all expenses arising or relating thereto. This includes aggressive or destructive behaviour. This does not affect the insurance we have in place for illness while staying in our kennels but is limited and does not cover any injuries gained from socialisation. 7.6 Owner further understands and agrees that Owner’s dog(s) is required to be spayed/neutered (after age of 9 months) to socialise unless they are submissive and do not mount other dogs. 7.7 Owner further understands and expressly agrees that each and every of the foregoing provisions containing in Paragraphs 1 -6 shall be in force and effect and shall apply to each and every occasion on which Owner boards or deposits Owner’s dog (s) for day-care or boarding as the case may be. This Agreement shall remain in full force and effect as between the parties until and unless otherwise cancelled in writing signed by both the parties. 7.8 Owner understands that dogs maybe taken off site during the day for walks. Each dog will have a country house bandana with contact details and kept on a slip lead at all times. Every effort will be made to ensure that walks off site are safe and controlled but outside distractions and uncontrollable situations can happen and Owners understand and give permission for offsite walks. If injury or loss of the dog occurs The Company cannot be held liable. 7.9 Owner hereby certifies that Owner has read and understands this Waiver and Release of Liability and the regulations set forth above. By signing this agreement, Owner agrees to be bound by its terms and conditions. GROOMING TERMS 8.1 I agree to allow The Company to obtain medical treatment for my dog, if it appears that, he/she is ill, injured or exhibits any other behaviour that would reasonably suggest that my Dog may need medical treatment. This would be a Veterinarian Practice suitable at the time of need. I AGREE THAT I AM FULLY RESPONSIBLE FOR THE COST OF ANY SUCH MEDICAL TREATMENT AND FOR THE COST OF ANY TRANSPORTATION FOR THE PURPOSES OF SUCH TREATMENT, PROVIDED TO MY DOG. 8.2 Health / Medical Problems & Senior Pets. Some medical conditions can make grooming stressful on pets.Please Inform the Groomer If Your Pet Has Been Diagnosed with A Heart Problem, Arthritis, Back or Neck Problems or Any Other Serious Medical Condition. Every attempt will be made to minimize the stress which could exacerbate a pre-existing problem. This may mean altering some standard procedures such as not using a heated dryer or expecting the pet to stand still for extended periods. Unfortunately, this could change the final grooming appearance. If the pet becomes excessively stressed or show signs of medical compromise the groomer will stop, and you will be contacted about the best way to proceed. 8.3 Aggressive Pets. Owners MUST inform us, if your dog bites, has bitten, or is aggressive to people, other pets or specific grooming procedures. In some cases, use of a muzzle maybe used, this will not harm your pet, and protects both the pet and the groomer. We reserve the right to refuse/stop Services for such pets at any time before or during the grooming process. 8.4 Matted Pets. Pets with matted coats need extra attention during the grooming session. Matts left in pets coats only grow tighter, and can strangle the pet’s skin, even eventually tearing it open. We do not want to cause undue stress to your pet and will not continually de-mat your pet for you. Mats are difficult to remove and may require your pet to be shaved. It is not uncommon for underlying skin problems to present once mats are shaved off including parasites (fleas/ticks, infections (yeast/bacteria) or wounds. The groomer will contact you with any such findings. If fleas or ticks are found on your pet during the grooming process, your pet will be treated with a Flea and Tick Shampoo to kill the parasites and you will be charged an additional fee. Ticks found will be removed for an additional charge. If ticks are found we strongly suggest you take your dog to be checked by your Vet, even have your pet tested for Lyme disease. Please note that parasites are a health hazard to your pets as well as to humans. 8.5Double coated Breeds. Shaving a double coated breed can result in slow regrowth or occasionally failure of the coat to regrow at all. This has nothing to do with the method of grooming but rather the growth pattern of these types of coats. In some cases, the coat regrows but the colour and texture may be different. This is an inherent risk of shaving these types of dogs and should be seriously considered prior to proceeding with the shaving. Shaving down heavy coated dogs does not offer relief from heat, it makes them less able to regulate their body temperature. If shedding is the concern other methods could be used. 7.6 Accidents. There is always the possibility an accident could occur. Grooming equipment is sharp. Even though we use extreme caution and care in all situations, possible problems could occur including cuts, nicks, scratches, quickening of the nails etc. In most cases this can happen when a pet is wriggling or moving around. Every effort will be made to ensure your pet is groomed as safely as possible: however, some pets may have reactions to grooming products or procedures such as shaving, ear plucking etc. 7.7 No-Shows & Cancellations. No shows are subject to full payment, and last-minute cancellations under 7 days are subject to a 30% non-refundable deposit that we take at time of booking. We understand there maybe emergency situations and we will work with you, but not on a continued basis. Please be respectful of our time as we are an appointment business, and another client could have taken your appointment if we had known. GDPR 8.1 Due to recent changes in EU legislations regarding the latest data protection regulations (GDPR) we can no longer gain access to the veterinary history of your pets. All Owners admitting their pets to the kennels must be in possession of the relevant up to date vaccination documents at the time of admission. Any pets brought in without the correct documentation will be refused admission. Privacy Policy 9.1 The Company respects your right to privacy and comply with obligations under the Data Protection Acts 1988 & 2002 and the EU General Data Protection Regulation 2018 (GDPR). Purposes for which we hold your Information. 9.2 We will process any data you provide to us for the following purposes: 1. To respond to your comments, queries, and support requests. 2. To carry out our obligations arising from any contracts entered between you and us. 3. To keep you informed of any changes to your booking or our services. 4. To check that use of our services is in accordance with our terms and conditions. 5. For the purposes of security, and prevention and detection of fraud. 9.3 We use the Non-Personal Data gathered from visitors to our website in an aggregate form to get a better understanding of where our visitors come from and to help us better design and organise our website, products, and services. 9.4 Data Controller. Nina Alefounder at Country House Pets Limited is the Data Controller for all the personal data that you submit. 9.5 We encourage individuals covered by this Privacy Policy to raise any concerns about our processing of personal information by contacting the data controller using the details below: Contact Name: Nina Alefounder Company Name: Country House pets Limited Address: Country House Kennels & Cattery Hardacre House, Watling Street, Kensworth, Dunstable LU6 3QS Email: [email protected] Phone: 01582601603