Booking Confirmation Notice – Please Read
By making a booking and/or leaving your pet in our care, you confirm that you have read, understood and agree to the full Terms & Conditions set out below.
The following points are provided for clarity only and do not replace the full Terms & Conditions:
• Your pet must be in good health and have valid, up-to-date vaccinations.
• We may seek veterinary treatment for your pet in accordance with Clause 4 if required.
• Pets from the same household may share accommodation where appropriate.
• We may separate pets if necessary for their safety or welfare.
• Cancellation charges apply as detailed below.
The numbered Terms & Conditions below form the complete and binding agreement between you and Frensham Pond Kennels.
1. Vaccination & Health
Your pet will only be accepted for boarding if it is in good health and not showing signs of infectious or contagious disease. A valid vaccination record must be produced on arrival.
Dogs must be vaccinated against Distemper, Hepatitis (Adenovirus), Leptospirosis, Parvovirus and Kennel Cough (Bordetella).
Cats must be vaccinated against Feline Enteritis and Cat Flu.
Vaccinations must have been completed at least 14 days prior to boarding.
2. Standard of Care & Sharing Accommodation
Whilst every reasonable care and attention is given to all pets boarded, animals are boarded at the owner’s risk. We shall not be liable for illness, injury or death unless caused by our negligence.
Dogs may be exercised individually or, where suitable, in compatible groups. Whilst every care is taken in assessing compatibility, interactions are undertaken at the owner’s risk.
Pets from the same household may share accommodation. Should we consider it necessary to separate them in the interest of their safety or welfare, an additional accommodation charge may apply.
3. Behaviour & Right to Refuse
Owners must disclose any known behavioural, medical or temperament issues at the time of booking.
We reserve the right to refuse admission or require collection of any pet which, in our opinion, is aggressive, destructive, excessively noisy, suffering from illness, or poses a risk to staff or other animals.
No refund will be given where collection is required due to behaviour, illness or failure to disclose relevant information.
4. Veterinary Treatment & Parasites
In the event of illness, injury or any condition requiring veterinary attention whilst your pet is in our care, we reserve the right to seek veterinary treatment at our discretion. Every reasonable effort will be made to contact the owner or nominated emergency contact prior to treatment being administered.
In an emergency, treatment may be authorised without prior contact where delay would compromise the animal’s welfare.
We hold insurance which provides cover for veterinary fees up to a maximum of £1,750 per animal per incident, subject to the terms, conditions and exclusions of the policy. This does not include treatment relating to any pre-existing medical condition or illness present prior to boarding.
Any veterinary costs not covered by our insurance, including amounts exceeding the policy limit or relating to pre-existing conditions, remain the responsibility of the owner.
All pets must have been treated for worms and external parasites prior to boarding. If, upon arrival or during boarding, treatment is required for internal or external parasites (including fleas or worms), this will be administered and charged to the owner.
A valid emergency contact must be provided at the time of booking.
5. Fees & Collection
Boarding fees are charged per day. The day of arrival is charged in full. The day of departure will incur an additional half-day charge if collection is after 2pm.
If a pet is collected before the agreed departure date, the full booked period may be charged (see Cancellation Policy below).
Payment is due in full on collection unless otherwise agreed.
6. Insurance
We maintain appropriate insurance in accordance with our boarding licence requirements. Details of our insurance cover are available upon request.
Insurance cover does not extend to pre-existing medical conditions and does not include compensation for death, cremation costs or market value of the animal unless specifically covered under the terms of the policy.
7. Dog Pairing & Interaction
Where dogs are paired for exercise or social interaction, every reasonable care is taken in assessing suitability and compatibility. However, all interactions are undertaken at the owner’s risk, and we shall not be liable unless loss or injury is caused by our negligence.
8. Cancellation Policy
If you wish to cancel a booking, you must notify us as soon as possible, preferably by email or in writing. Cancellation will take effect from the date we receive notification.
The closer your cancellation is to the start of your booking, the less likely we are to recover the cost by re-booking the space. We therefore reserve the right to apply cancellation charges as follows:
22–31 days prior to start date: 10% of the total cost
15–21 days prior to start date: 20% of the total cost
7–14 days prior to start date: 50% of the total cost
Less than 7 days prior to start date: 100% of the total cost
“Total cost” means the total amount payable for the entire booked boarding period.
Please also see Clause 13 regarding shortening of a confirmed booking.
9. Limitation of Liability
Our total liability for any claim arising from boarding shall not exceed the total fees paid for the relevant boarding period, except where such limitation is prohibited by law.
We shall not be liable for any indirect or consequential loss including, but not limited to:
- Holiday cancellation costs
- Travel expenses
- Accommodation costs
- Loss of earnings
- Loss of enjoyment
Owners are responsible for arranging appropriate travel or cancellation insurance.
Nothing in these Terms limits or excludes liability for death or personal injury caused by our negligence, fraud, or any liability which cannot legally be excluded.
10. Force Majeure
We shall not be liable for failure or delay in performing our obligations where such failure or delay results from circumstances beyond our reasonable control. This includes, but is not limited to:
- Government restrictions or legislation
- Infectious disease outbreaks affecting humans or animals
- Licensing authority action or suspension
- Fire, flood or extreme weather
- Utility failure
- Widespread staff illness
In such circumstances, bookings may be cancelled, curtailed or rescheduled at our discretion. Where services cannot be provided, fees paid for unused boarding days will be refunded or credited. No additional compensation shall be payable.
We shall not be responsible for any costs incurred by the owner as a result of such cancellation.
11. Abandonment
If a pet is not collected within 21 days of the agreed collection date and no contact has been made by the owner or emergency contact, we reserve the right to rehome the pet or arrange alternative accommodation.
All additional costs incurred, including continued boarding, veterinary care or rehoming costs, will remain the responsibility of the owner.
12. Entire Agreement & Severability
These Terms and Conditions constitute the entire agreement between the parties and supersede any prior representations, discussions or agreements relating to the boarding of the pet.
No variation of these Terms shall be valid unless agreed in writing.
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
13. Shortened Stays & Early Collection
- a) Significant reductions in the period of the booking may also result in cancellation charges in a similar percentage ratio as Clause 8. e.g. Shortening the booking from 14 days to 7 days, 9 days before due to arrive will result in a charge of 50% of the 7 days total cost, lost.
- b) A similar charge may be levied if there is a reduction in the number of pets but mainly if the number of kennels required is reduced. e.g. 4 dogs needing 2 kennels but reduced to 2 dogs in one kennel may result in a fee, however if originally 2 dogs were booked in one kennel and now only one dog is coming we reserve the right to charge for the difference in lost revenue on the same basis as above but as single dogs are charged at a much higher rate anyway this may be sufficient.
These last two circumstances a) & b) are unlikely to be applied to the full extent but we reserve the right to do so and calculated on a case by case basis.
It is unfortunate that we have felt it necessary to apply a cancellation fee, we have always relied on clients good will but increasingly have had more than a few cancel last minute without valid reasons (e.g. being held in reserve in case the neighbours can’t have the pets), this is not only costly to our business but more frustratingly we would have turned away numerous clients that were desperate for the space and too late for our cancellation waiting list, we will review each on merit and continue to be sympathetic to genuine emergency situations.