Terms and Conditions
The Waggy Retreat Hotel Ltd
Home Boarding & Day Care Service Agreement
BETWEEN:
Rhianna Scadding
The Waggy Retreat Hotel Ltd,
(known as “The Waggy Retreat Hotel Ltd”) and you (known as “The Customer”).
The Customer wishes to engage The Waggy Retreat Hotel Ltd to fulfil services, and The Waggy Retreat Hotel Ltd agrees to undertake services (hereafter referred to as the “Services”) as set out in the Service Invoice and in accordance with the policy and practices document (“Terms and Conditions”) and subject to the terms and conditions of this Agreement.
1. Commencement Date and Duration
1.1 This Agreement shall commence from the date of signing and shall remain in effect until either party terminates the arrangement as per the Termination clause in this Agreement.
1.2 A cooling off period shall be in effect should this Service Agreement be signed in the Customer’s home. The cooling off period is not applicable if the Service Agreement is signed on The Waggy Retreat Hotel Ltd premises. The cooling off period is 14 (fourteen) days. The Customer is entitled to cancel this Service Agreement and incur no penalty on the condition that no Services have been booked for specific dates, and / or no deposits have been paid.
1.3 If Services have been booked for specific dates, any deposits have been paid or the Customer has asked for the Services commence within the 14 (fourteen) day cooling off period, the Customer is deemed to have waived their right to a cooling off period.
2. The Offering of Services
2.1.a. The Waggy Retreat Hotel Ltd shall perform the Services in an attentive, reliable, and caring manner, using all reasonable skill and care, having due regard to the Terms and Conditions and any relevant information as noted on the Service Invoice.
2.1.b. The Waggy Retreat Hotel Ltd shall be responsible for ensuring that it complies with all statutes, regulations, byelaws, standards, code of conduct and any other rules relevant to the provision of Services.
2.1.c. The Waggy Retreat Hotel Ltd shall act in accordance with all reasonable instructions given by the Customer provided such instructions are compatible with the specification of Services provided in the Terms and Conditions section of the Agreement. For the avoidance of doubt, where the Customer’s wishes conflict with relevant current UK legislation, the legislation prevails.
2.1.d. Unneutered adult dogs are not accepted for services at this establishment. Unneutered puppies and young dogs are accepted until they reach the age of vet approval for neutering. Female puppies and young dogs are not accepted for services while in season.
3. Customer’s Obligations
3.1.a. The Customer shall read and agree to follow the pertinent information in the Terms and Conditions section of the Agreement, as is applicable for the required Services.
3.1.b. The Customer shall use all reasonable endeavours to provide information to The Waggy Retreat Hotel Ltd necessary for the company to provide Services.
3.1.c. The Customer authorises The Waggy Retreat Hotel Ltd to carry out the Services.
3.1.d. The Customer agrees that the information provided to The Waggy Retreat Hotel Ltd is true to the best of their information, knowledge, and belief.
3.1.e. The Customer may issue reasonable instructions to The Waggy Retreat Hotel Ltd in relation to the company’s provision of Services. Any such instructions should be compatible with the specification of Services provided in the Terms and Conditions.
4. Registration, Booking and Cancellations
4.1.a. Registration and bookings are made through an electronic booking system that is chosen by The Waggy Retreat Hotel Ltd.
4.1.b. Customers are asked to complete the new customer registration documents at least 7 (seven) days before their dog’s assessment day, to allow the company to review the details relating to the dog’s character and health. The company reserves the right to reschedule a booked assessment day if registration forms have not been completed in sufficient time to allow a company review.
4.1.c. Peak periods for Home Boarding are subject to minimum stay requirements, which shall be detailed on the electronic booking system.
4.1.d. Booking discussions shall not be considered as ‘approved’ or ‘confirmed’ until The Waggy Retreat Hotel Ltd provides the Customer with a written confirmation that the booking has been accepted. The confirmation may be by email or by message service.
4.1.e. If The Waggy Retreat Hotel Ltd can fill any space that has been cancelled with an alternative, pre-registered Customer, the cancellation fee shall be waived for the days that have been filled.
4.1.f. If the services are not used for 6 (six) months or more, a new Registration Form must be completed, and the dog may need to undertake a further trial and assessment prior to booking.
4.2. Home Boarding
4.2.a. Home Boarding bookings are charged ‘per 24 (twenty-four) hours’, and the period begins at 8am.
4.2.b. Dogs are required to undertake a one day assessment, and then an overnight trial before being allowed to book holiday boarding. During the assessment day and the overnight trial, the Customer agrees to be available to collect their dog at very short notice if their dog is not settling in the new environment or is becoming stressed.
4.2.c. For Home Boarding, a deposit is not required. Once booked and confirmed with The Waggy Retreat Hotel will require 48 hours notice for day care cancellations.
For home-boarding, cancellations between 7-14 days prior to your booking a 50% cancellation fee will be chargeable. For cancellations 7 days prior to your booking a 100% fee will be chargeable.
The company will not invoice the cancellation fees until the last day of the booked services, to give an opportunity to try and fill the cancelled dates. Once invoiced, the Customer shall have 7 (seven) days to pay the cancellation charges.
4.2.d. Moving or transferring Home Boarding dates is considered a cancellation and a re-book of services and is subject to the standard cancellation policy (a 50% (fifty percent) cancellation fee). This policy item may not come into force if the amendment is 7 (seven) days either side of the originally booked dates.
4.2.e. Partial cancellations, or reducing dates (for instance, booking two weeks and then cancelling the second week) is classed as a cancellation of the unwanted days, and the standard 50% (fifty percent) cancellation fee shall apply.
4.2.f. Please note that should a dog fail to meet the behaviour requirements during assessment, they will not be allowed to board with the company. Customers will be kept informed of their dog’s progress during the assessment periods, and advised of the outcomes and observations when they collect their dog. If a Home Boarding booking plan cannot go ahead as expected any charges for Assessment days or practice visits that have already taken place shall not be refunded.
4.3. Regular ‘Set Day’ Day Care
4.3.a. For regular, ‘Set Day’ Day Care Services (for instance, a space is required every Wednesday), it is assumed that the space is required every week and other customers will be prevented from booking the space.
4.3.b. Customers wishing to cancel a scheduled day, a week, or a fortnight of services (for a holiday, for instance) must give at least 4 (four) weeks’ notice, or the cancellation is subject to a 50% (fifty percent) cancellation fee. Break periods of longer than three weeks may require a retainer to hold the Day Care space and will be reviewed on a case-by-case basis.
4.3.c. Any cancellation fees due may be billed immediately or added onto the next Service Invoice depending on the frequency of booking.
4.4. Ad Hoc Day Care
4.4.a. For ad hoc Day Care services, a deposit is not required. Once booked and confirmed with The Waggy Retreat Hotel Ltd, the service is subject to a 50% (fifty percent) cancellation fee. The cancellation fee may be billed immediately or added onto the next Service Invoice depending on the frequency of booking.
5. Fees and Payment
5.1.a. The Waggy Retreat Hotel Ltd will charge the Customer for the Services as quoted in the Service Invoice or the charges message (the “Fees”) and the Customer agrees to pay the Fees, promptly when they fall due.
5.1.b. Approved payment methods are listed on the Service Invoice.
5.1.c. Day Care and Home Boarding for puppies under 12 months old shall be charged at an additional £10 per day. This charge is discretionary and is based on the additional needs of the puppy for the period of care.
5.1.d. Day Care and Home Boarding for dogs with special needs may be charged at an additional rate per day, as advised at the time of booking. This charge is discretionary and is based on the additional needs of the dog for the period of care.
5.1.e. Bookings for Services to be carried out on a public holiday shall be charged at 1.5 x the standard rate (time and a half), and Services booked to be carried out on ‘special days’ (where available) are charged at 2 x the standard rate (double time). ‘Special Days’ shall be defined as Christmas Day, Boxing Day, and New Year’s Eve.
5.1.f. The Customer agrees to pay for any damage to property or possessions arising from the behaviour of their dog whilst on The Waggy Retreat Hotel Ltd premises on presentation of a valid receipt for replacement goods, or a quote for damage repair unless the company can be shown as negligent.
5.1.g. The Customer agrees to reimburse The Waggy Retreat Hotel Ltd for any additional fees connected to providing emergency care, as well as any expenses incurred, for example (but not limited to) unexpected visits, transportation, housing, food or supplies on proof of a valid receipt.
5.1.h. If the Customer fails to make payment on a due date, and the Services have been provided, The Waggy Retreat Hotel Ltd shall, without prejudice to any other rights or remedies, have the right to charge the Customer interest on a weekly basis at the rate of £10 per week.
5.2. Home Boarding
5.2.a. Home Boarding bookings are charged ‘per 24 (twenty-four) hours’, and the period begins at 8am. Hours that fall outside of the last full charging period are charged as a Day Care day.
5.3. Regular ‘Set Day’ Day Care
5.3.a. Payment for ‘Set Day’ Day Care services is required monthly, after the services have been completed.
5.3.b. Service Invoices are sent to the customer at the end of the calendar month and Customers have 7 (seven) days to pay before the fees are considered as overdue.
5.4. Ad Hoc Day Care
5.4.a. Payment for Ad Hoc Day Care services is required monthly, after the services have been completed.
5.4.b. Service Invoices are sent to the customer at the end of the calendar month and Customers have 7 (seven) days to pay before the fees are considered as overdue.
6. Rate Reviews
6.1.a. Service rates are reviewed annually. Customers shall be given a minimum of 1(one) months’ notice of planned price changes.
6.1.b. Home Boarding services that have been booked for after the date of any rate change will change to the new pricing.
7. Termination and Notices
7.1.a. The relationship between The Waggy Retreat Hotel Ltd and the Customer shall remain in place until either party give notice in writing. The relationship shall not be severed until all Services that have been paid or, or partially paid for, have been provided. Should the Customer wish to terminate the relationship without using the Services that have already been paid for, no refund shall be issued.
7.1.b. Customers using the ‘Set Day’ Day Care service are required to give at least 4 (four) weeks’ notice to avoid cancellation penalties.
7.1.c. The Waggy Retreat Hotel Ltd reserve the right to terminate services with immediate effect if a dog shows undeclared aggression toward people or other animals.
7.1.d. Any notice required to be served under this Agreement shall be in writing and shall be served by hand, post, or electronic mail.
8. Standards and Insurance
8.1.a. The Waggy Retreat Hotel Ltd agree to provide a professional and reliable service to their customers. All animals under the care of The Waggy Retreat Hotel Ltd will be given the full care and attention needed to make their experience both fun and safe.
8.1.b. Customers, however, must accept that accidents or illness may occur in such a manner that can neither be foreseen nor prevented by The Waggy Retreat Hotel Ltd. The Customer shall indemnify The Waggy Retreat Hotel Ltd, who shall be held harmless in the following circumstances:
If a Customer's dog causes harm to a person or another animal, or damages property.
If a Customer's dog is injured or involved in or causes an accident.
If a Customer's dog causes a third party to claim for damages by way of injury to a person or an animal, or damage to property. In such cases, the Customer will indemnify The Waggy Retreat Hotel Ltd against such claims and will liaise directly with the claiming third party.
8.1.c. The Waggy Retreat Hotel Ltd is covered by third party liability insurance, but it is highly recommended that Customers have their own pet insurance to cover liability claims from a third party.
9. Veterinary Waiver
9.1.a. If a dog is taken sick or injured during the period of the Service, The Waggy Retreat Hotel Ltd shall notify the Customer as quickly as is practical using all reasonable methods of communication available to both parties, to request guidance. If The Waggy Retreat Hotel Ltd is not able to contact the Customer or the Customer’s Emergency Contact, The Waggy Retreat Hotel Ltd shall take the dog to a Veterinary Practice on behalf of the Customer and make the best possible medical decisions for the dog with the recommendation and support of a Veterinary Professional. Any veterinary bills shall be directly chargeable to the Customer.
9.1.b. The Waggy Retreat Hotel Ltd shall use its best efforts to use the dog’s normal Veterinary Practice wherever possible. The Customer authorises The Waggy Retreat Hotel Ltd to appoint an alternative Veterinary Practice to examine the dog and carry out such treatment or surgery as may be appropriate if the dog’s normal Veterinary Practice is not available, or the geographic location and severity of the injury predicates that the nearest Veterinary Practice must be used.
9.1.c. By this Agreement, the Customer gives The Waggy Retreat Hotel Ltd the authority to discuss a dog’s health and treatment with a Veterinary Professional in accordance with Global Data Protection Regulation (GDPR) (and subsequent revisions of the legislation). The Customer also gives The Waggy Retreat Hotel Ltd permission to present and share this Agreement with a Veterinary Practice where it is necessary under GDPR to manage a dog’s care.
10. Aggressive or Unsocial Animals
10.1.a. Should any dog become aggressive or dangerous, The Waggy Retreat Hotel Ltd shall, in their sole discretion take whatever action they consider necessary in the best interest of the animal, other animals or people which may be encountered. The potential actions that The Waggy Retreat Hotel Ltd shall take are listed for each Service in the Terms and Conditions section of this Agreement.
11. Force Majeure
11.1.a. Neither party shall be liable in damages or have the right to terminate this Agreement for any delay or default in performing its obligations under this Agreement caused by conditions beyond its control including but not limited to acts of God, war, strikes, fires, floods, governmental restrictions, or power failures.
11.1.b. The Party (the “Affected Party”) prevented from carrying out its obligations shall give notice to the other Party of an Event of Force Majeure upon it being foreseen by, or becoming known to, the Affected Party.
12. Assignment
12.1.a. The Waggy Retreat Hotel Ltd shall be entitled to perform any of the obligations undertaken by it through any other member of its group or through suitably qualified and skilled sub-contractors. Any act or omission of such other member or sub-contractor shall, for the purposes of this Agreement, be deemed to be an act or omission of The Waggy Retreat Hotel Ltd.
13. Data Protection and Privacy
13.1.a. Personal information shared with The Waggy Retreat Hotel Ltd for the purpose of using Services will not be sold or shared with third parties, in accordance with GDPR 2018 (or subsequent revision). Information is held on paper and electronically for periods required by The Animal Welfare (Licensing of Activities Involving Animals) (England) Regulations 2018 and HMRC.
13.1.b. In accordance with GDPR, the Customer gives The Waggy Retreat Hotel Ltd permission to share information from this signed Agreement with Veterinary Practices as is necessary to provide care and gives the Veterinary Practice permission to discuss pet care with The Waggy Retreat Hotel Ltd where the Customer is not able to be contacted.
13.1.c. Customers are advised that The Waggy Retreat Hotel Ltd may take and use photographs of dogs for marketing purposes; however, no specifics pertaining to the location of the dog, or the owner will be divulged publicly. Customers who do not wish for photos of their dog to be used for marketing purposes must advise the business via email.
14. Entire Agreement
14.1.a. This Agreement, along with the Registration Form, the Terms and Conditions, and each Service Invoice constitute the sole and entire agreement between the Parties, and supersedes all prior agreements, representations and understandings of the Parties written or verbal. Any alteration of this Agreement must be in writing and signed by both Parties.
15. Governing Law and Jurisdiction
15.1.a. This Agreement, its formation and any contractual disputes or claims shall be governed by and in accordance with English Law and shall be subject to the exclusive jurisdiction of the courts of England and Wales.
15.1.b. Any Forbearance, tolerance, or delay in either party enforcing its contractual or legal rights shall not prejudice, restrict or prevent the right of the injured party to enforce its rights at a later date or later breach.
Terms and Conditions
1. Registration and Booking
1.1.a. Registration and bookings are made through an electronic booking system that is chosen by The Waggy Retreat Hotel Ltd.
1.1.b. It is the Customer’s responsibility to provide clear and accurate information to The Waggy Retreat Hotel Ltd on the Registration Form and any other documents that are provided to the Customer for completion. Changes or updates to the Registration Form must be put in writing to The Waggy Retreat Hotel Ltd. Email updates are acceptable. The Waggy Retreat Hotel Ltd shall be held harmless from claims where outdated written information is responsible for the incident unless the company can be shown to be negligent.
1.1.c. It shall be the sole responsibility of the Customer to inform The Waggy Retreat Hotel Ltd of their dog’s ongoing illnesses and medical conditions or significant illnesses and conditions that they have suffered in the past. The Waggy Retreat Hotel Ltd shall not be held liable for decisions that are made, or their subsequent outcomes based on an omission of information of their dog’s registration form. In the event of a dog having a contagious illness or disease which has not been disclosed, the Customer may be liable for the costs of treatment given to other dogs which become infected.
1.1.d. CONSENTS: By registering with The Waggy Retreat Hotel Ltd and signing this Service Agreement, the Customer consents to their dog attending Day Care or Home Boarding alongside dogs from other families and authorises The Waggy Retreat Hotel Ltd to allow their dog to mix with resident dogs and other visiting dogs in the main communal areas of the property and the garden. The Customer also agrees to their dog being walked in a group during the Services. Dogs are routinely walked on our 10 acre land. This area is fenced and maintained. By agreeing to these terms you understand and will not hold The Waggy Retreat Hotel Ltd responsible should your dog manage to escape. We will at times offer off site activities with consent.
2. Vaccinations and Parasite Control
2.1.a. Dogs that attend Home Boarding, Day Care or participate in group walks must be vaccinated in accordance with veterinary recommendation, including the vaccination for Leptospirosis. Kennel Cough vaccination is not mandatory for this establishment.
2.1.b. Customers must provide The Waggy Retreat Hotel Ltd with evidence of the vaccination schedule by way of Vaccination Card, a letter, or an email from their Veterinary Practice. The evidence must be loaded onto the electronic booking system at least 72 (seventy-two) hours before the dog arrives for booked services.
2.1.c. Titre testing is not accepted as an alternative to the DHP vaccination at this establishment. DHP vaccination is defined as distemper, parvovirus, parainfluenza, and of adenovirus (hepatitis).
2.1.d. The Waggy Retreat Hotel Ltd reserve the right to refuse to accept a dog on arrival if a dog fails to receive the annual vaccinations and does not have a letter from a Veterinary Professional specifying their exemption from core vaccination on medical grounds.
2.1.e. Dogs that attend Home Boarding, Day Care or participate in group walks must be treated for worms and fleas. If fleas are found to be present, The Waggy Retreat Hotel Ltd shall contact the Customer immediately to arrange steps for remediation. Dogs in Day Care must be collected by the Customer or the Customer’s Emergency Contact within in the time frame outlined by The Waggy Retreat Hotel Ltd and may not use Services until the infestation has been removed. Dogs in Home Boarding must be treated immediately and in accordance with veterinary guidance. If the Customer is not available or will not agree to next steps, the Emergency Contact on the Customer registration form shall be contacted and asked to remove the dog from the premises. Customers accept that they will be responsible for the expense of removing fleas from the premises and the dog walking vehicle.
2.1.f. Customers must proactively advise the company if the product used to treat their dog for fleas, ticks or worms changes from their original registration form. Customers must also advise if there is a vet approved change to the frequency that flea, tick, and worm products are given. Customers most insure they treat their dogs for flea and worms or ticks in line with the manufactures guidelines.
3. Infectious Diseases and Illness on Arrival
3.1.a. The Customer or the Customer’s Emergency Contact must arrange for the collection of a dog if the dog is determined to have an infectious disease within 4 (four) hours of veterinary confirmation. The Customer agrees to place the dog into the care of a Veterinary Professional immediately should they have isolation facilities available. Emergency collections of a dog with a contagious illness are a requirement of the Home Boarding licence and are not considered as a business cancellation of Services.
3.1.b. Dogs that arrive for Home Boarding or Day Care with evidence of a viral or bacterial illness must provide a written confirmation from a Veterinary Practice that the illness is no longer (or not) contagious. Evidence of a viral or bacterial illness may include (but shall not be restricted to) a runny nose, sneezing, coughing and an upset stomach.
4. Abandoned Dogs
4.1.a. The Customer agrees that if their dog is not collected from Home Boarding or Day Care on the due day, additional fees will apply and shall be paid on collection. If The Waggy Retreat Hotel Ltd are unable to contact the Customer or the Customer's Emergency Contact for 7 (seven) days, it is assumed that the dog has been abandoned and arrangements for re-homing will be made.
4.1.b. If the Customer’s Emergency Contact is contactable but is unable or unwilling to collect the dog and pay the additional fees, The Waggy Retreat Hotel Ltd will arrange for the re-homing of the dog.
5. Death or Loss of a Beloved Dog
5.1.a. The Waggy Retreat Hotel Ltd agree to provide a professional and reliable service to their customers. All animals under the care of The Waggy Retreat Hotel Ltd will be given the full care and attention needed to make their experience both fun and safe. Customers, however, must accept that occasionally accidents or illness may occur in such a manner that can neither be foreseen nor prevented by The Waggy Retreat Hotel Ltd. The Customer shall indemnify The Waggy Retreat Hotel Ltd, who shall be held harmless in the event of the loss or death of a dog unless The Waggy Retreat Hotel Ltd can be shown to be negligent.
5.1.b. The Waggy Retreat Hotel Ltd shall use all reasonably practicable measures to prevent the loss of death of a dog in their care. Claims against The Waggy Retreat Hotel Ltd, where negligence is proven, shall be settled within the boundaries of the company’s business insurance policy.
5.1.c. In the event of the temporary or permanent loss of a dog, The Waggy Retreat Hotel Ltd shall contact the customer immediately to apprise of the situation and agree next steps. If a Customer is not contactable, the Customers nominated Emergency Contact shall be used. Customers may request a Final Wishes and Consent Form to complete if their dog is elderly or infirm at the time of booking Home Boarding.
6. Customer Complaints
6.1.a. Customer complaints must be received in writing within 5 (five) calendar days of the end of the service which has triggered the complaint. The Waggy Retreat Hotel Ltd shall respond to the Customer within 5 (five) calendar days of receipt of the complaint. The Waggy Retreat Hotel Ltd shall use all reasonably practical measures to resolve the issue, and discussions about the complaint are made in good faith.
7. Dog Day Care
7.1. Hours and Additional Charges
7.1.a. Day Care runs from 8am to 6pm, Monday to Friday. Drop offs are welcome between 8am and 9am. Collections are available between 5pm and 6pm. Drop off and collection times must be arranged with the business prior to arrival.
7.1.b. Customers collecting their dog after the close of business are required to pay an additional £15 charge for late collection. After 7pm, the dog is required to move to the boarding service and stay overnight. Customers accept that this will incur additional charges.
7.1.c. For safety and security, The Waggy Retreat Hotel Ltd will only complete one dog handover at a time, meaning that drop of and collection times must be agreed by prior arrangement.
7.2. Unneutered Dogs
7.2.a. Unneutered adult dogs over the age of vet approved neutering are not accepted at this establishment.
7.2.b. The Customer understands and agrees that females in season are not suitable for Day Care, and that The Waggy Retreat Hotel Ltd shall not be held responsible for the unsolicited behaviour of un-neutered or un-spayed dogs, or for the dogs around them. Issues regarding unwanted pregnancy are the responsibility of the Customer and the affected third party. If an un-neutered female comes into season whilst in the care of The Waggy Retreat Hotel Ltd, the Customer or the Customer's Emergency Contact shall be asked to collect the dog within 3 (three) hours of notification. No refund shall be issued for remaining booked days of the season period.
7.2.c. Young unneutered males and unneutered females (whether in season or not) will not be accepted within the same period for Day Care, and in the event of a conflict the chosen party shall be determined by the pre-assessed behaviour of both visiting dogs around the visiting dogs already booked. The dog presenting the lowest risk to the already visiting dogs shall be chosen.
7.3. Unsuitable Behaviour and Aggression
7.3.a. Dogs that require permanent isolation from other dogs within the premises are not acceptable for Day Care at The Waggy Retreat Hotel Ltd. Dogs that require temporary isolation from other dogs (for instance, recovering from a medical procedure) are accepted and shall be separated for their booked period. Where it is not possible to keep a dog fully separate, The Waggy Retreat Hotel Ltd reserve the right to cancel any bookings during the temporary period that isolation is required.
7.3.b. Dogs that display unacceptable behaviours are not suited to Day Care. Unacceptable behaviour may be described as (but is not restricted to) a dog who barks continually; displays signs of extreme stress if left unattended (even if the Licence Holder is elsewhere within the premises); bites someone; is aggressive towards, or bites another dog, or persistently marks in the house.
7.3.c. Should the dog exhibit any of the above behaviours, the Customer will be contacted to arrange for the dog to be removed from the The Waggy Retreat Hotel Ltd service. If the Customer cannot be contacted, the Emergency Contact listed will be asked to make the arrangements to collect the dog.
7.3.d. The Customer agrees to inform The Waggy Retreat Hotel Ltd immediately should they see any signs of aggression in their dog. If a dog does not behave as described on the signed Registration Form, the Customer must arrange (with help from The Waggy Retreat Hotel Ltd) to move the dog to another location for the remainder of the Day Care period.
8. Dog Home Boarding
8.1. Hours and Additional Charges
8.1.a. Home Boarding runs from 8am and is charged per 24 hours. Additional hours booked after the last 24 hour period are charged as a Day Care day.
8.1.b. Customers may drop off and collect their dog at any time between 8am and 9am, as pre-agreed with the business. Where available you may request a dog walk onto the morning of your stay to delay the pick up to 10.3am Customers that have booked a Day Care extension on the last day of boarding may pick up between 5pm and 6pm.
8.1.c. Customers collecting their dog after the close of business at 6pm are required to pay an additional £15 charge for late collection. After 7pm, the dog is required to move to the boarding service and stay overnight. Customers accept that this will incur additional charges.
8.1.d. For safety and security, The Waggy Retreat Hotel Ltd will only complete one dog handover at a time, meaning that drop of and collection times must be agreed by prior arrangement.
8.2. Provisions and Cleanliness
8.2.a. Dogs must be provided with sufficient food. If a dog has not been provided with sufficient food to maintain health for the period of the stay, The Waggy Retreat Hotel Ltd will purchase additional food (as described in the Registration Form), and Customers will reimburse The Waggy Retreat Hotel Ltd on receipt of their invoice.
8.2.b. Where Customers have forgotten to pack an item of equipment, The Waggy Retreat Hotel Ltd will endeavour to loan the dog a piece of equipment from stock. If an item of equipment is not available, The Waggy Retreat Hotel Ltd will contact the Customer to allow them to decide if the item should be purchased. Where items have been purchased with the Customer’s consent, Customers will reimburse The Waggy Retreat Hotel Ltd for any charges on collection of the dog.
8.2.c. The Waggy Retreat Hotel Ltd provides a variety of outdoor activities through the day that may result in the dog becoming wet or muddy each day. Customers may opt for their dog to receive a bath or grooming treatment in the company’s House Groom Room. Costs for grooming services shall be provided on request.
8.3. Dogs Left Alone and Overnight
8.3.a. Customers accept and agree that in rare and emergency circumstances, their dog may be left securely on The Waggy Retreat Hotel Ltd premises during the day, not being left alone for a period of more than 3 hours. Dogs from different families shall be separated if they are left alone. A trusted pet sitter will oversee the dogs as quickly as is reasonably practical based on any emergency circumstances.
8.3.b. Where the dog is crate trained and habituated to the use of a crate, the Customer consents to The Waggy Retreat Hotel Ltd using a crate to safely secure their dog during visits to the premises in accordance with local guidelines.
8.3.c. If Customers change the dog’s sleeping arrangements in their own home, and this action subsequently impacts the dog’s ability to be suitably and safely separated at The Waggy Retreat Hotel Ltd, The Waggy Retreat Hotel Ltd reserve the right to cancel future Home Boarding bookings which will be subject to the Cancellation Policy.
8.4. Unneutered Dogs
8.4.a. Unneutered adult dogs over the age of vet approved neutering are not accepted at this establishment.
8.4.b. The Customer understands and agrees that females in season are not suitable for Home Boarding, and that The Waggy Retreat Hotel Ltd shall not be held responsible for the unsolicited behaviour of un-neutered or un-spayed dogs, or for the dogs around them. Issues regarding unwanted pregnancy are the responsibility of the Customer and the affected third party.
8.4.c. If a young unneutered female comes into season whilst in the care of The Waggy Retreat Hotel Ltd, the Customer or the Customer's Emergency Contact shall be asked to collect the dog within 5 (five) hours of notification. It is the responsibility of the Customer to ensure that a female in season is not booked in for Home Boarding, and therefore no refund shall be issued for remaining days of the Boarding period. If the dog is not collected within the time frame specified, the relocation process described in the section ‘Unsuitable Behaviour and Aggression’ shall be followed.
8.5. Unsuitable Behaviour and Aggression
8.5.a. Dogs that require permanent isolation from other dogs within the premises are not acceptable for Boarding at The Waggy Retreat Hotel Ltd.
8.5.b. Dogs that require temporary isolation from other dogs (for instance, recovering from a medical procedure) are accepted where it is possible and practical, and shall be separated for their booked period. Where it is not possible to keep a dog fully separate, The Waggy Retreat Hotel Ltd reserve the right to cancel any bookings during the temporary period that isolation is required.
8.5.c. Dogs that display unacceptable behaviours are not suited to Home Boarding. Unacceptable behaviour may be described as (but is not restricted to) a dog who barks continually; displays signs of extreme stress if left unattended (even if the Licence Holder is elsewhere within the premises); bites someone; is aggressive towards, or bites another dog, or persistently marks in the house.
8.5.d. Should a dog exhibit any of the above behaviours, the Customer will be contacted to arrange for the dog to be removed from the The Waggy Retreat Hotel Ltd service within a period set by The Waggy Retreat Hotel Ltd. If the Customer cannot be contacted, the Emergency Contact listed will be asked to make the arrangements to collect the dog. There will be no refund of boarding fees paid to The Waggy Retreat Hotel Ltd.
8.5.e. Should the Emergency Contact refuse to collect the Customer’s dog, The Waggy Retreat Hotel Ltd will endeavour to put the dog(s) into kennels for the remainder of the period. If transportation costs are incurred for moving the dog to kennels, these will be paid by the Customer on their return. There will be no refund of boarding fees paid to The Waggy Retreat Hotel Ltd, and charges incurred at the kennels will be payable by the Customer on collection of the dog. Dogs boarding together from the same family will not be separated without the Customer's consent, and where the Customer is not contactable, all dogs will be moved to the alternative facility.
8.5.f. If the Customer and The Waggy Retreat Hotel Ltd can reach no mutual agreement for the care of the aggressive dog for the remainder of the period, The Waggy Retreat Hotel Ltd will contact the local Licensing Authority or Dog Warden and will follow the advice or direction given by the Licensing Authority or the Dog Warden. The Customer agrees to defer to the Licensing Authority or Dog Warden’s direction in such circumstances.
8.5.g. The Customer agrees to inform The Waggy Retreat Hotel Ltd immediately should they see any signs of aggression in their dog. If a Customer's dog does not behave as described on the signed Registration Form, the Customer must arrange (with help from The Waggy Retreat Hotel Ltd) to move the dog to another location for the remainder of the boarding period.
9. Dog Walking Within The Service
9.1. Lead Rules and Group Walking
9.1.a. The Customer agrees that dogs will routinely be walked off lead walked off-lead. This is also agreed in our permissions and you must make The Waggy Retreat Hotel Ltd aware in writing if this changes.
9.1.b. The Customer agrees, understands and accepts that dogs may be walked in groups, but will always be accompanied by sufficient Dog Walkers as to remain in control of all dogs present. The Waggy Retreat Hotel Ltd commit that dogs identified as very nervous may be walked solo subject to a extra charge before being walked in groups.
9.1.c.Dogs staying at the Waggy Retreat Hotel will wear a collar with our address and contact information on . Customers must provide a collar and (plus harness if used) that correctly fits the dog and is fit for purpose and is in a good state of repair for handovers.The dog must have Rhians Waggy Retreat Hotel Ltd ID tag attached to either their collar or harness to be able to join walks.
9.1.d. The Waggy Retreat Hotel Ltd will not walk dogs on extendible / retractable leads and will use their own equipment if this is all that is provided.
9.2. Weather
9.2.a. Dog Walkers will apply personal judgment and cut short a walk, if necessary, because of extreme weather conditions (i.e., heat, thunderstorms) for the safety of both the dogs and the walker. Customers will be advised if walks cannot take place or need to be cut short due to unsuitable weather. Alternative enrichment shall be offered until standard services can be resumed.
In this Agreement, both parties acknowledge they are legally authorised and entitled to do so, they fully understand and accept the terms (having taken legal advice if they consider it appropriate or necessary) and agree to be bound by the terms.