Shropshire Dog Hotel – Terms and Conditions
Contents
1. Definitions and interpretation
2. Licence, insurance and welfare standards
3. Booking acceptance, suitability and trial nights
4. Owner information, records and emergency contacts
5. Vaccinations, health, parasites and infectious disease
6. Behaviour, aggression and suitability
7. Daycare terms
8. Home boarding terms
9. Fees, deposits, payments and cancellation charges
10. Arrival, collection, late collection and uncollected dogs
11. Food, medication, belongings and routines
12. Exercise, enrichment, socialisation, separation and crates
13. Veterinary care, emergencies, illness, injury and death
14. Owner liability, damage, losses and indemnity
15. Insurance, limitation of liability and matters outside our control
16. Data protection, records and social media
17. Changes, suspension, refusal and termination of services
18. Complaints and concerns
19. Agreement and consent schedule
1. Definitions and interpretation
1.1 In these Terms and Conditions:
· “Shropshire Dog Hotel”, “we”, “us” and “our” means the business providing the services.
· “Owner”, “customer”, “client”, “you” and “your” means the person who books the service, owns the dog, is responsible for the dog, or leaves the dog in our care.
· “Dog” means any dog accepted or considered for home boarding, daycare, a trial night, meet and greet or assessment.
· “Services” means home boarding, daycare, trial nights, assessments and any related services agreed by us.
· “Booking” means any confirmed reservation for services.
· “Booking confirmation” means the booking details confirmed by us in writing, which may include email, message, invoice, online booking confirmation or other written communication.
· “Peak period” includes school holidays, bank holidays, Christmas, New Year, Easter, summer holidays and any other high-demand period confirmed by us.
1.2 These Terms and Conditions apply in addition to any booking confirmation, price list, questionnaire, consent form, licence requirement, insurance requirement or written instruction agreed between us and the owner. If there is a conflict, the stricter welfare, safety, licence or insurance requirement will apply.
1.3 Any reference to “in writing” includes email, text message, WhatsApp, online form, booking system message or other written communication accepted by us.
2. Licence, insurance and welfare standards
2.1 Shropshire Dog Hotel operates as a home-based dog daycare and home boarding business licensed by Shropshire Council, subject to the scope and conditions of the licence held at the relevant time.
2.2 Our home boarding service is operated in a domestic home environment and not in external kennel accommodation. Our services are subject to the Animal Welfare (Licensing of Activities Involving Animals) (England) Regulations 2018 and any licence conditions, guidance and inspection requirements that apply to the business.
2.3 We maintain business insurance for the services we provide. Insurance cover is subject to the terms, conditions, exclusions and limits of the policy in force at the time of the service.
2.4 We will take reasonable care to protect the health, safety and welfare of dogs in our care. However, dogs are living animals and there are inherent risks in dog care, including illness, injury, stress, escape attempts, conflict between dogs, behavioural changes and accidents.
2.5 We may refuse, suspend, restrict or cancel any service where we reasonably believe this is necessary for animal welfare, safety, licensing, insurance, staffing, suitability, non-payment, incomplete records or any other substantial reason.
3. Booking acceptance, suitability and trial nights
3.1 All bookings are subject to availability, completion of our required information, acceptance of these Terms and Conditions, payment of any required deposit or fee, and our assessment that the dog is suitable for the service requested.
3.2 A booking is not confirmed until we have confirmed it in writing and received any required deposit, trial fee, form, questionnaire, vaccination evidence and other information requested by us.
3.3 We may require a meet and greet, assessment day or trial night before accepting any dog for daycare or home boarding. Attendance at a meet and greet, assessment or trial does not guarantee acceptance for future bookings.
3.4 For home boarding stays of three nights or more, a trial night will normally be required before the main booking can be accepted. We may also require a trial night for shorter stays where we consider this appropriate.
3.5 The trial-night fee will be the fee confirmed at the time of booking. The trial night is not reserved or confirmed until the trial-night fee has been received.
3.6 If the trial night is successful and the home boarding booking proceeds, the trial-night payment will be deducted from the total cost of the confirmed home boarding booking unless otherwise agreed in writing.
3.7 If the dog is deemed unsuitable for home boarding following the trial night, the trial-night payment will not be refunded, as it covers the trial stay, preparation, administration and assessment time. Any decision regarding suitability is at our sole discretion and will be made with the welfare and safety of all dogs, people and the home environment in mind.
3.8 We are not obliged to give detailed reasons for refusing or ending a booking, although we will usually explain the main welfare, safety or suitability concern where appropriate.
4. Owner information, records and emergency contacts
4.1 The owner must provide full, accurate and up-to-date information about the dog before any service starts. This includes all information requested in our dog care questionnaire, booking form or update form.
4.2 The owner must disclose all relevant information, including but not limited to:
· health conditions, medication, allergies, dietary needs, exercise restrictions and veterinary history;
· vaccination, worming, flea treatment, microchip and insurance details;
· behaviour around dogs, adults, children, visitors, food, toys, gates, doors, traffic, livestock and other triggers;
· history of aggression, guarding, biting, fighting, lunging, escape attempts, destructive behaviour, excessive barking, separation anxiety, incontinence, fear, phobias or stress;
· whether the dog is neutered, entire, in season, due in season, recently neutered or recently spayed;
· sleeping arrangements, crate use, feeding routine, recall and walking requirements.
4.3 The owner must immediately tell us about any change in the dog’s health, behaviour, medication, diet, routine, insurance, vaccination status, contact details, emergency contact details or veterinary details.
4.4 The owner must provide at least one emergency contact who is authorised to make decisions, collect the dog and pay or approve veterinary or other emergency costs if the owner cannot be contacted.
4.5 We are required to keep records for licensing, welfare, operational and insurance purposes. The owner agrees to provide the information needed for those records and to keep it accurate.
5. Vaccinations, health, parasites and infectious disease
5.1 The owner must provide evidence of current vaccinations, titre test evidence where accepted by us, and any other health documentation reasonably requested before any dog is admitted.
5.2 Dogs must be vaccinated, treated and protected as required by our licence conditions, insurance requirements, veterinary advice and operating procedures. This may include vaccinations or protection against relevant canine diseases, including kennel cough where required or recommended by us.
5.3 We may refuse admission or cancel a booking if vaccination evidence, health records, parasite treatment records or other required documents are not provided, are incomplete, are out of date or raise welfare, licensing or insurance concerns.
5.4 The owner must not bring a dog to Shropshire Dog Hotel if the dog is unwell, injured, contagious, has had vomiting or diarrhoea, is coughing, has parasites, has an unexplained rash or skin condition, or has been exposed to an infectious disease, unless we have agreed this in writing after veterinary advice.
5.5 If a dog arrives with fleas, worms, ticks, mites or any other parasite, or develops signs of parasites while in our care, we may arrange treatment, cleaning, isolation or collection at the owner’s cost.
5.6 The owner accepts that some illnesses, including kennel cough and other airborne or incubation-period infections, may not be detectable before arrival and may occur despite reasonable care. We will not knowingly accept a dog with an infectious condition.
5.7 Bitches in season or due to come into season must not attend daycare or home boarding unless we have specifically agreed otherwise in writing. The owner must tell us immediately if a bitch may be in or approaching season.
5.8 We may refuse entire males, bitches in season, dogs recently neutered or spayed, or any dog whose reproductive status presents a welfare, safety, management, licensing or insurance concern.
6. Behaviour, aggression and suitability
6.1 We cannot accept dogs that are aggressive, dangerously reactive, unpredictable, unsuitable for a home boarding or daycare environment, or likely to cause injury, distress or unacceptable disruption to people, animals, property or the business.
6.2 We cannot accept any dog prohibited under the Dangerous Dogs Act 1991, any dog subject to legal restrictions that prevent safe or lawful care by us, or any hybrid or animal requiring a licence or controls that we do not hold or cannot comply with.
6.3 The owner must disclose any previous incident of biting, fighting, aggression, guarding, escape, serious reactivity or behaviour that could affect safety or suitability. Failure to disclose relevant information may result in immediate cancellation or termination of services, and the owner will remain liable for resulting costs, losses, damage and fees.
6.4 If a dog becomes aggressive, destructive, distressed, uncontrollable, excessively noisy, unsafe, unmanageable or otherwise unsuitable while in our care, we may take reasonable steps to protect the dog, other dogs, people, property and the business. This may include separation, use of a designated room, contacting the owner or emergency contact, veterinary advice, early collection, alternative care, or transfer to secure external kennelling or veterinary premises where necessary.
6.5 The owner is responsible for all costs arising from their dog’s behaviour, including veterinary fees, medical costs, damage, cleaning, professional repair, replacement, additional staffing, transport, alternative accommodation and any reasonable administration or recovery costs.
7. Daycare terms
7.1 Daycare is charged on a per-day basis unless otherwise confirmed in writing at the time of booking. We do not currently offer half-day rates, monthly packages or plans, but we reserve the right to introduce, amend or withdraw pricing options at any time.
7.2 All daycare bookings are subject to availability, suitability, opening hours, collection windows, staffing, licence limits and any maximum number of dogs we can safely and lawfully care for.
7.3 The owner must drop off and collect within the agreed times. Daycare does not include transport, collection or delivery by Shropshire Dog Hotel.
7.4 Dogs attending daycare may be socialised with dogs from different households, subject to our assessment, supervision, welfare procedures, consent requirements and any separation arrangements needed for safety or welfare.
7.5 We may require a dog to attend regular daycare or assessment sessions before accepting longer daycare arrangements or home boarding.
7.6 We may refuse daycare on any day if the dog arrives unwell, unsuitable, excessively stressed, in season, without required equipment or records, or where admitting the dog would compromise welfare, safety, licensing or insurance requirements.
8. Home boarding terms
8.1 Home boarding means overnight accommodation in our home environment for dogs accepted by us. It is not external kennel boarding.
8.2 Home boarding bookings are subject to successful completion of any required trial night, suitability assessment, completion of all records, receipt of all required documents and payment of the required deposit or fee.
8.3 Dogs from different households may only be boarded or mixed where permitted by our licence and where required owner consent has been obtained. We may separate dogs at any time where we consider this necessary for welfare, safety or management.
8.4 Each dog or family group will have access to a suitable designated rest or sleeping area. Dogs may be kept together or separately depending on our assessment, the owner’s consent, licence requirements and welfare needs.
8.5 The owner agrees that their dog may be cared for in the same household environment as resident dogs and/or dogs from other households, provided this is managed in accordance with our licence, welfare procedures and suitability assessment.
8.6 If a dog is used to sleeping on the owner’s bed or in the owner’s bedroom, the owner must tell us before booking. We may require the dog to be comfortable sleeping away from direct human contact before accepting the booking.
8.7 Puppies or dogs that require crates must be crate-trained and comfortable with crate use before a booking is accepted. Crates will only be used where appropriate, where the dog is habituated to crate use, where it forms part of the dog’s normal routine, and where the owner has consented.
9. Fees, deposits, payments and cancellation charges
9.1 Fees and price changes
Fees are charged at the rate confirmed to the owner at the time of booking, whether by booking confirmation, invoice, written quote, published price list, website, message, email or other written communication.
Prices may vary depending on the service required, dates booked, length of stay, peak periods, bank holidays, school holidays, Christmas, New Year, the number of dogs, individual care requirements, medication, behaviour needs, additional cleaning, emergency arrangements, or any other additional services or circumstances agreed or arising under these Terms and Conditions.
We may update our prices from time to time. Price changes will not affect a booking that has already been confirmed unless the owner requests changes, additional services are required, extra costs arise due to the dog’s needs or behaviour, or the booking confirmation states otherwise.
9.2 Home boarding deposit and balance
A home boarding booking is not confirmed until we have received the required booking deposit. Unless otherwise agreed in writing, the deposit will be 50% of the total home boarding fee.
The remaining balance must be paid no later than 14 days before the start date of the home boarding booking. If the balance is not paid by the due date, we may treat the booking as cancelled by the owner and make the dates available to other customers.
9.3 Daycare payment
Daycare payment terms will be confirmed at or before the time of booking. We may require payment in advance, payment on the day, weekly payment, monthly invoicing, package payment or any other payment arrangement confirmed in writing.
If payment is not received when due, we may suspend or refuse further services until the account is paid in full.
9.4 Cancellation by the owner - home boarding
If the owner cancels a confirmed home boarding booking, the following cancellation charges will apply unless we agree otherwise in writing:
Cancellation timing
Cancellation charge
More than 28 days before the booking start date
Deposit refunded less an administration and reservation fee equivalent to the trial-night fee or another reasonable fee confirmed at booking; alternatively, at our discretion, the deposit may be transferred once to new dates subject to availability.
15 to 28 days before the booking start date
50% of the total booking fee payable/retained.
8 to 14 days before the booking start date
75% of the total booking fee payable/retained.
7 days or fewer before the booking start date
100% of the total booking fee payable/retained.
No-show or same-day cancellation
100% of the total booking fee payable/retained.
These charges reflect the fact that home boarding spaces are limited, bookings are reserved for the owner’s dog, and short-notice cancellations may prevent us from offering the space to another customer. Where we are able to refill the cancelled space with another equivalent booking, we may reduce the cancellation charge to reflect any loss avoided.
9.5 Cancellation by the owner - daycare
For one-off daycare bookings, the owner must give at least 24 hours’ notice of cancellation unless the booking confirmation states otherwise. Where less than 24 hours’ notice is given, the full daycare fee may be payable.
For regular daycare spaces, recurring days or high-demand periods, we may require a longer notice period, a retainer, advance payment or other written booking terms.
Repeated cancellations, short-notice cancellations or non-attendance may result in refusal of future bookings or loss of a regular daycare space.
9.6 Peak periods and bank holidays
Fees, deposits, cancellation periods and balance-payment dates may differ for peak periods, bank holidays, school holidays, Christmas, New Year and other high-demand dates. Any applicable surcharge or alternative term will be confirmed before the booking is accepted.
9.7 Non-payment and debt recovery
If payment is late or unpaid, we may suspend services, cancel future bookings, refuse collection of further bookings, charge reasonable administration and debt recovery costs, and take steps to recover the debt. The owner remains liable for all agreed charges and any additional costs properly incurred under these Terms and Conditions.
10. Arrival, collection, late collection and uncollected dogs
10.1 The owner must adhere to the agreed arrival, drop-off and collection dates and times. Changes must be requested as soon as possible and are subject to our agreement, availability, licensing, staffing and welfare requirements.
10.2 Late collection is not permitted unless agreed by us in advance or caused by genuine unavoidable circumstances. If the owner is delayed, they must contact us immediately.
10.3 Late collection can disrupt dog welfare, staffing, licensing compliance, household commitments and other bookings. We reserve the right to charge a late collection or out-of-hours fee where a dog is collected after the agreed time. Repeated late collection, failure to communicate or collection outside agreed times may result in refusal of future daycare or boarding bookings.
10.4 If a home boarding stay is extended for any reason, extra nights or days will be charged at the applicable rate plus any additional costs incurred. Extensions are subject to availability, licence limits and our agreement.
10.5 If a stay or booking is shortened, the full booking price remains payable unless we agree otherwise in writing. No refund or reduction will usually be given for early collection, late arrival, shortened stays, owner choice, unsuitable behaviour, illness, welfare concerns or circumstances outside our control.
10.6 If a dog is not collected at the agreed time and we cannot contact the owner or emergency contact, we may take reasonable steps to protect the dog’s welfare and recover our costs. This may include continued care, veterinary care, alternative boarding, contact with the local authority, animal welfare organisations, police or other appropriate bodies.
10.7 We will not sell or dispose of a dog. If a dog is abandoned or remains uncollected, we will follow appropriate legal, welfare and local-authority procedures. The owner remains liable for all costs incurred.
11. Food, medication, belongings and routines
11.1 The owner must provide sufficient food, medication, bedding, leads, harnesses, collars, coats and other necessary items for the full booking period, unless we have agreed otherwise in writing.
11.2 Food must be clearly labelled and supplied with written feeding instructions. The owner must tell us about allergies, intolerances, restrictions and any foods or treats the dog must not have.
11.3 If additional food, supplies, cleaning products, medication, bedding, equipment or other items are required, we may purchase them and the owner must reimburse the cost.
11.4 Medication must be supplied in its original packaging where possible, with clear written dosage and administration instructions. We may refuse to administer medication where this is unsafe, unclear, outside our competence, not disclosed in advance or not covered by our insurance.
11.5 Belongings are left at the owner’s risk. We are not responsible for normal wear and tear, chewing, damage, loss or soiling of bedding, toys, bowls, leads, harnesses or other items.
12. Exercise, enrichment, socialisation, separation and crates
12.1 Dogs will be given appropriate exercise, enrichment, rest, toileting opportunities and supervision having regard to their age, health, behaviour, weather, routine, welfare needs, licence conditions and information provided by the owner.
12.2 Dogs will normally be walked on lead unless the owner has given written permission for off-lead exercise and we consider off-lead exercise safe and appropriate. Even where permission is given, we may choose to keep a dog on lead where we consider this necessary for safety or welfare.
12.3 We may decide not to walk a dog where walking would present a risk due to illness, injury, age, weather, extreme heat, storms, pulling, lunging, reactivity, escape risk, behaviour or any other welfare or safety concern. In those circumstances, we will provide appropriate alternative enrichment and toileting opportunities where possible.
12.4 The owner gives consent for their dog to be socialised with suitable dogs from other households where we consider this appropriate and lawful. We may separate dogs at any time and for any reason connected with welfare, safety, rest, feeding, behaviour, illness, management or licensing requirements.
12.5 Dogs may be fed separately unless the owner has given written consent for dogs from the same household or suitable dogs to be fed together. We may override any consent and feed separately where we consider it safer.
12.6 Dogs will only be crated where appropriate, where the dog is already habituated to crate use, where it forms part of the dog’s normal routine, and where the owner has consented. Crate use will be limited and managed in accordance with welfare and licensing requirements.
13. Veterinary care, emergencies, illness, injury and death
13.1 The owner authorises Shropshire Dog Hotel to seek veterinary advice or treatment for the dog where we reasonably consider it necessary or appropriate. We will use reasonable efforts to contact the owner or emergency contact, but urgent treatment may be obtained without prior contact where delay could compromise welfare.
13.2 The owner is responsible for all veterinary fees, medication, treatment, transport, aftercare, special diet, emergency boarding, cleaning, isolation or other costs arising in connection with the dog, except to the extent caused by our proven negligence.
13.3 We may use the owner’s usual veterinary practice where practical, but we may use any available veterinary surgeon or emergency veterinary service depending on urgency, location, availability and the dog’s welfare.
13.4 If a dog becomes unwell, injured, distressed, infectious, aggressive or unsuitable while in our care, the owner or emergency contact may be required to collect the dog immediately or arrange alternative care. If this is not possible, we may arrange suitable alternative care at the owner’s cost.
13.5 In the unlikely event that a dog dies while in our care, we will contact the owner or emergency contact as soon as reasonably practicable unless the owner has given written instructions to the contrary. We may arrange for the dog’s remains to be held at a veterinary practice or other appropriate facility pending the owner’s instructions. The owner is responsible for all veterinary, storage, cremation, transport and related costs, except to the extent caused by our proven negligence.
14. Owner liability, damage, losses and indemnity
14.1 The owner is responsible for their dog’s behaviour and for all costs, losses, liabilities, claims, damage or injury caused by their dog, except to the extent caused by our proven negligence.
14.2 The owner must reimburse us for damage caused by their dog to property, fixtures, flooring, furniture, doors, gates, fencing, equipment, bedding, vehicles, personal belongings, other animals or third-party property, other than fair wear and tear.
14.3 If the dog injures another dog, animal, person, visitor, staff member or member of the household, the owner is responsible for all resulting costs, including veterinary bills, medical expenses, losses, damage, professional fees, insurance excesses and reasonable administration costs, except to the extent caused by our proven negligence.
14.4 The owner agrees to indemnify Shropshire Dog Hotel against all reasonable costs, claims, losses and liabilities arising from the owner’s breach of these Terms and Conditions, failure to disclose relevant information, inaccurate records, the dog’s behaviour, or damage/injury caused by the dog.
15. Insurance, limitation of liability and matters outside our control
15.1 We will take reasonable care when providing services. Nothing in these Terms and Conditions excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any rights that cannot legally be excluded.
15.2 Subject to clause 15.1, we are not liable for illness, injury, death, escape, loss, damage, infection, behavioural change, stress, anxiety, kennel cough, parasite infection, allergic reaction, veterinary costs or other issues arising from the inherent risks of dog care, pre-existing conditions, owner non-disclosure, inaccurate information, dog behaviour, or matters outside our reasonable control.
15.3 Our insurance is not a substitute for the owner’s own pet insurance. The owner is strongly encouraged to maintain suitable pet insurance, including veterinary fees and third-party liability cover.
15.4 We are not liable for indirect, consequential, special or purely economic loss, including holiday costs, missed travel, accommodation costs, loss of earnings or inconvenience, except where the law says otherwise.
15.5 Matters outside our reasonable control may include severe weather, heat, storms, flood, fire, utility failure, illness, injury, bereavement, veterinary emergencies, infectious disease, government or local-authority restrictions, licence restrictions, transport disruption, escape attempts, dog behaviour, or any other event we could not reasonably prevent.
16. Data protection, records and social media
16.1 We will collect and use owner and dog information for booking, animal welfare, licensing, insurance, emergency, accounting, legal and business purposes.
16.2 We may retain records for as long as required or reasonably necessary for licensing, welfare, insurance, tax, accounting, legal and operational purposes. Licence-related records may need to be retained for at least three years.
16.3 We may share information with veterinary practices, insurers, local authorities, emergency contacts, animal welfare bodies or other relevant parties where reasonably necessary for welfare, safety, licensing, insurance, legal compliance or emergency management.
16.4 We may take photographs or videos of dogs for customer updates, records, marketing and social media. The owner may opt out of marketing or public social-media use by telling us in writing. Opting out does not prevent us from taking or retaining images for welfare, incident, insurance, licensing or record-keeping purposes where necessary.
17. Changes, suspension, refusal and termination of services
17.1 We may change these Terms and Conditions from time to time. The version that applies to a booking will usually be the version accepted or provided at the time the booking is confirmed, unless a change is required by law, licensing, insurance, welfare, safety or operational necessity.
17.2 We may refuse, suspend, cancel or terminate services where:
· the owner has not paid sums due;
· required forms, records, vaccination evidence or consents are incomplete or out of date;
· the dog is unsuitable, unsafe, unwell, infectious, aggressive, excessively stressed or unmanageable;
· the owner has failed to disclose relevant information;
· continuing the service would compromise welfare, safety, licensing, insurance or our ability to care for other dogs;
· the owner behaves abusively, dishonestly, threateningly or unreasonably towards us.
17.3 Where we cancel a booking for reasons within our control and not due to any fault, omission, behaviour or circumstances relating to the owner or dog, we will refund payments made for services not provided. Where cancellation is due to the owner’s breach, non-payment, incomplete information, dog behaviour, illness, suitability or circumstances outside our control, cancellation charges and additional costs may still apply.
18. Complaints and concerns
18.1 The owner should raise any concern as soon as possible and ideally within 24 hours of collection, so that we can investigate promptly and fairly.
18.2 Complaints should be made in writing with clear details of the concern, relevant dates, supporting information and the outcome requested. We will respond within a reasonable time.
18.3 The owner agrees to discuss concerns with us directly and reasonably before posting public allegations online, except where there is an urgent welfare, legal or safeguarding issue.