Terms & Conditions

Terms and Conditions


These Terms and Conditions apply to the contract between Hanborough Pet Services and the Owner to the exclusion of all other terms and conditions.

1. Bookings

1.1 No dogs registered under the Dangerous Dogs Act 1991 and no hybrids registered under the Dangerous Wild Animal Act 1976 can be boarded.

1.2 Hanborough Pet Services cannot accept intact males for home boarding or day care.

1.3 In the interest of the dog, Hanborough Pet Services will not accept a dog walking booking where it is apparent that the dog is otherwise being left whilst the Owner is away for an extended period (i.e. a holiday).

1.4 Bookings will only be accepted after all the necessary forms have been completed and payment made in accordance with the price list applicable at the time of booking.

2. Home Boarding / Day Care

2.1 A familiarisation visit is required to Hanborough Pet Services prior to reservations for all new clients. This will enable the Owner to meet the carers, resident dogs and the area the dog will be staying.

2.2 The Owner undertakes the following:-

2.2.1 That their dog has been inoculated against Canine Distemper, Infectious Canine Hepatitis, Leptospirosis and Parvovirus and such inoculations remain effective for the period the dog is with us. (A current vaccination certificate must be brought at the time of familiarisation visit otherwise we cannot accept your dog.)

2.2.2 Flea and worming treatment is up-to-date. In the event of a flea or worm infestation, Hanborough Pet Services will treat the pet at the Owner’s expense.

2.2.3 To declare any history of veterinary or behaviour problems that could reoccur while boarding and to draw attention to any potential problems their dogs might have. (The more we know about your dog the more settled they will be).

2.2.4 That Hanborough Pet Services may engage the services of a veterinary surgeon of its choice and authorise such veterinary surgeon to carry out such treatment as may be required to treat the Owner's dog. (Every reasonable attempt will be made to contact the Owner or Emergency Contact prior to such treatment). All such costs will be recoverable from the Owner.

2.2.5 The Owner shall provide secure collars with name/address tag and leads.

2.2.6 The Owner shall provide sufficient food, bedding, toys and any treats for their dog for the duration of the boarding.

2.2.7 In the event that items need to be purchased to enable Hanborough Pet Services to properly perform its duties as insufficient quantities were left by the Owner, or it is considered necessary in the interests of the health and wellbeing of the dog, the Owner shall reimburse Hanborough Pet Services upon production of a receipt for the items.

2.2.8 That the Owner will collect their dog promptly at the end of the agreed boarding period.

2.3 Hanborough Pet Services undertake the following:-

2.3.1 To take care of the Owner's dog during the period of its boarding on our premises in accordance with the Owner’s requirements.

2.3.2 Hanborough Pet Services is insured in accordance with the terms of its insurance policy. It will not accept any liability for loss, injury a death to the Owner's dog.

2.3.3 To make immediate contact with the Owner or Owner’s designated contact, in the event of any problems associated with the dog's stay with us.

2.3.4 Dogs will only be walked on leads unless an off lead permission is granted from the Owner.

2.3.5 Hanborough Pet Services shall provide a temporary tag with Hanborough Pet Services’ information in addition to the dog’s own tag

2.4 Owner's failure to collect

In the unlikely event of failure by the Owner to collect their dog from Hanborough Pet Services on the due date, unless an extension is mutually agreed, we reserve the right to re-home the Owner's dog by any reasonable means.

3. Dog Walking

3.1 The Owner undertakes the following:-

3.1.1 The Owner shall provide secure collars with name/address tags and leads.

3.1.2 The Owners shall indemnify Hanborough Pet Services from any/all liability in the event that an unvaccinated dog contracts any canine disease whatsoever and howsoever contracted.

3.1.3 That Hanborough Pet Services may engage the services of a veterinary surgeon of its choice and authorise such veterinary surgeon to carry out such treatment as may be required to treat the Owner's dog(s). All such costs will be recoverable from the Owner.

3.1.4 That the Owner will indemnify Hanborough Pet Services against all costs, claims and damages arising (directly or indirectly) from any act by the Owner's dog whilst in our care, including damage to carpets and furnishings, by defecation or chewing.

3.2 Hanborough Pet Services undertake the following:-

3.2.1 To take reasonable care of the Owner's dog(s) during the period of the walk.

3.2.2 Hanborough Pet Services is insured in accordance with the terms of its insurance policy. It will not accept any liability for loss, injury a death to the Owner's dog(s).

3.2.3 To make immediate contact with the Owner or the Owner’s designated contact, in the event of an emergency associated with the dog(s) walk.

3.2.4 In the event of extreme weather which may have an adverse effect on your pet e.g. heat or thunder storms, Hanborough Pet Services, at its sole discretion, shall take whatever action it considers necessary, including not carrying our scheduled exercise until it is, in its opinion, safe to do so.

3.2.5 Dogs will only be walked on leads unless an off lead permission is granted from the Owner

4. Aggressive or Unsociable Animals

4.1 Hanborough Pet Services cannot accept aggressive or unsociable dogs for Home Boarding or Day Care.

4.2 The Owner will indemnify Hanborough Pet Services against any damage or injury caused by the pet towards any property, person or other animal. This will include, but is not limited to veterinary, medical and legal fees.

4.3 In the event of a dog’s behaviour exceeding what would be considered normal or acceptable towards people or other animals, Hanborough Pet Services shall, in its sole discretion, take whatever action it considers necessary in the best interest of the animal and other animals or people which may be encountered. This may include refusal to walk a dog or in extreme circumstances termination of the contract.

4.4 If the Owner’s dog, whilst being boarded or walked, shows aggressive tendencies towards Hanborough Pet Services or family, or should its behaviour become unacceptable or a nuisance beyond reasonable acceptance, the Owner agrees that the dog be placed either with the emergency contact or in a boarding kennel until the Owner returns, and this will be subject to a transfer charge and any additional fees.

4.5 The Owner agrees that on booking services for their dog, they have represented that the dog has not shown aggression or caused harm, or threatening behaviour to any individual and/or any animal. The Owner agrees to contact Hanborough Pet Services as soon as possible if any of these behavioural changes presents itself or if it has the potential to cause harm to any individual or animal.

4.6 Hanborough Pet Services will not be liable for any refund of fees paid, where the behaviour is not specified within the relevant section of the booking form.

5. Pet Sitting

5.1 An in-home consultation is required, prior to reservations, for all new clients.

5.2 Hanborough Pet Services carefully schedules its time to serve you and our other clients, therefore there are no refunds or credits for early returns or last minute changes to pet care.

5.3 In the event that the Owner is delayed on return, they must inform Hanborough Pet Services immediately.  Hanborough Pet Services will continue visits unless the Owner confirms they have returned and this service is no longer required. The Owner will be charged a full visit fee for any unnecessary visits made.  The Owner agrees to settle all extra visit fees incurred immediately upon their return.

5.4 Where services are required long-term, the client may make payment on a monthly basis in advance.

5.5 The Owner shall provide sufficient food, cat litter/bedding and any treats for their pet for the duration of the service.

5.6 During winter months, the client should leave their thermostat settings within a normal comfortable range. If the house temperature is outside of this range, Hanborough Pet Services will adjust the thermostat as per the Client’s instructions to ensure the health and comfort of your pet.

5.7 Hanborough Pet Services will keep your pet and pet equipment in a clean and tidy state and will only provide services agreed specifically and listed in the service agreement.

5.8 The client shall make available cleaning materials in the event of any 'accidents' within their property.

5.9 The client shall show Hanborough Pet Services the location of appropriate cleaning materials, including but not limited to plastic bags, disposable gloves, towels, disinfectant, paper towels and bin bags.

5.10 In the event that items need to be purchased to enable Hanborough Pet Services to properly perform its duties as insufficient quantities were left by the Owner, or it is considered necessary in the interests of the health and wellbeing of the pet, the Owner shall reimburse Hanborough Pet Services upon production of a receipt for the items.

6. Security of Keys

6.1 Where it is necessary for Hanborough Pet Services to hold keys to a property, the client shall provide one of each key needed. Keys will be coded and kept within a locked system for security.

6.2 It is recommended that your keys remain with Hanborough Pet Services for convenience, for future use of our services and to confirm future bookings by telephone/e-mail.

6.3 Keys will be returned on request or upon completion of the services.

7. Health and Medication

7.1 It shall be the Owner’s sole responsibility to ensure Hanborough Pet Services is fully aware of any health issues the pet is experiencing or has suffered in the past. Hanborough Pet Services cannot be held liable for any actions or omissions which result in problems or complications for anything not disclosed by the Owner.

7.2 No booking can be accepted without a completed Veterinary Release Form.

7.3 Hanborough Pet Services shall follow instruction given within the booking form and, if applicable, medication form but cannot be held liable for any complications which may arise.

7.4 The Owner should ensure that all pets boarded with Hanborough Pet Services are in good health with no contagious conditions.

7.5 Under no circumstances will Hanborough Pet Services board any pet that has any form of active contagious disease.

7.6 In the event of a pet having a contagious disease which has not been disclosed, the Owner may be liable for the costs of treatment given to other animals which become infected.

7.7 Hanborough Pet Services needs to verify a valid vaccination certificate. This ensures the health of our own, current and future pet visitors.

7.8 Vaccinations must be completed 4 weeks prior to the first date of boarding.

7.9 If Hanborough Pet Services or a member of their family is bitten or exposed to any disease or ailment received from the Owner’s pet which has not been properly or currently vaccinated, the client will be responsible for all costs and damages that may be incurred as a result.

8. Hanborough Pet Services’ Duty of Care

8.1 Any change in a pet’s routine and circumstances can cause varying degrees of distress and unpredictable or abnormal behaviour, particularly if their owner is on holiday. Pets have no concept or ability to understand their owner’s absence is temporary and they will be coming back. Hanborough Pet Services understands this and will offer comfort and reassurance whilst trying, as far as is practically possible to maintain their normal daily routines.

8.2 Hanborough Pet Services will properly dispose of pet waste, however the client shall ensure there is an appropriate supply of bags for that purpose

9. Charges and Payment

9.1 Deposit: A non-refundable deposit of 50% of the total cost is payable to Hanborough Pet Services in order to secure the booking for the required service. Hanborough Pet Services accepts payment by cash or cheque made payable to ‘Mr Adrian Hunter’.

9.2 The remaining balance is due:-

9.2.1 At the time the dog is dropped off at the start of the booking (Home Boarding/Day Care)

9.2.2 Prior to the start date of the booking (Pet Sitting)

9.3 In the event that the client is delayed on return, additional fees for continued care will be charged at the standard rate.

9.4 Dog boarding fees are charged for each calendar day, thereby avoiding the necessity to meet time deadlines. Drop off and collection times are to be agreed between Hanborough Pet Services and the Owner, any time between the hours of 8.00am to 10.00pm.

9.5 A returned cheque fee of £15 will be charged.

9.6 In the event of cancellation, there will be no refund of the deposit paid.

10. Change of Details

10.1 Please inform Hanborough Pet Services of any changes regarding your contact numbers, your pet care needs, your emergency contact details and any other relevant information.

10.2 It shall be the clients sole responsibility to ensure the information provided to Hanborough Pet Services is current and up-to-date. The client agrees to accept any decision made by Hanborough Pet Services in the event of not being able to contact the client as a result of wrong information held. If Hanborough Pet Services is subjected to any expenditure as a results of the decision, that expenditure shall be recoverable from the client.

10.3 Please inform Hanborough Pet Services of any errors made on the Booking Form so these can be amended or please request a new form.