Medical history sharing

Owners must disclose ALL and an up to date full medical vet history within 14 days prior to the start of a trial night / boarding with the owners consent. Failure to disclose relevant medical information may result in the booking being cancelled or terminated if the dog’s welfare needs exceed what can reasonably be provided in a home boarding environment. This is easily obtained via your vet – all you need to do is request to be sent them to us directly to hello@ilovepugsboarding.co.uk 

We reserve the right to request relevant veterinary records or written confirmation from your veterinary practice where a recent illness or treatment may affect the suitability of boarding.

If the owner declines to share relevant medical history prior to the trial night / stay, unfortunately we will not be able to accept any booking. All of your information that you share with us will be kept safe and secure and will never be shared with third parties. Your details are used only for the purpose of providing the best possible care for your dog and will always remain confidential. All of this is in line with our GDPR terms.

Booking Notice

We kindly ask for as much notice as possible when booking either home boarding or day care. While we understand that last-minute holidays and trips can happen (we’ve all been there!), we appreciate early communication to help us plan and accommodate your dog. Please check our availability in advance and let us know as soon as possible if you’d like to book our services.

We cannot reserve dates “just in case” as our diary fills quickly, especially during busy periods like summer. We kindly ask all guests to book with notice and pay a deposit to help us manage the boarding schedule smoothly. Returning guests may also be asked for a deposit to secure their stay.

We operate on a first-come, first-served basis and do not reserve specific dates for individual boarders. This is why we always recommend booking as early as possible to secure your preferred dates

It is the owner’s responsibility to book as early as possible. If your preferred dates are no longer available, we will do our best to offer alternative dates. Please note that we cannot cancel or move other bookings to accommodate new requests.

General terms

We can accommodate up to 3 dogs from the same household at a time for boarding.

If you have a fourth dog, we may be able to accommodate them with prior notice. Please contact us in advance to discuss availability.

For safety and practicality, when caring for 4 dogs, we may take them out for walks in pairs, leaving two in our home temporarily. This ensures a more manageable and secure walking experience for both your dogs and our team.

We ask that you are completely honest when completing our booking questionnaire prior to your dog’s trial night. The information you provide helps us determine whether our home boarding environment is suitable for your dog and allows us to prepare for their stay safely.

Failure to disclose relevant information or providing inaccurate or misleading information may result in the immediate termination of the trial night and, where applicable, the cancellation of any future boarding bookings.

We also ask that you read these Terms and Conditions in full before your dog’s trial night and ensure you are familiar with them. This helps you understand our policies, your responsibilities as the owner, and what to expect during your dog’s stay. By proceeding with a trial night or boarding booking, you confirm that you have read, understood and agreed to these Terms and Conditions.

If you bring your dog to us for boarding when they are clearly unwell, distressed, or experiencing a medical or behavioural issue that you were aware of prior to the stay and failed to disclose, we reserve the right to terminate the boarding immediately. In these circumstances, immediate collection will be required and is non-negotiable.

No refund will be given, as the situation could have been avoided through full and honest disclosure before the booking commenced. Accepting a dog that is not fit for boarding may also prevent us from accommodating another healthy dog whose booking we may have otherwise accepted. We therefore ask all owners to be completely honest about their dog’s health, behaviour and any recent veterinary treatment before the stay begins.

If the owner or the nominated emergency contact refuses or fails to collect the dog when requested, for any reason, we reserve the right to make alternative arrangements in the best interests of the dog’s welfare. This may include transferring the dog to an alternative boarding provider or arranging veterinary care where appropriate.

Any costs incurred as a result of alternative boarding, transportation, veterinary treatment (including emergency veterinary care), or any associated expenses will be the sole responsibility of the owner.

Owners and nominated emergency contacts are expected to comply with any request for collection. A request for collection is made only where we believe it is necessary for the welfare of the dog, the safety of our household, or because the dog is no longer suitable for our home boarding environment. Such requests are non-negotiable, and owners must make immediate and appropriate arrangements for collection.

We reserve the right to refuse any future bookings, including bookings that have already been confirmed, if at any time we believe that boarding with us is no longer in the best interests of your dog’s welfare, the safety of our household, or the wellbeing of any other dogs in our care This decision is made at our sole discretion and may be exercised before or during any booking.

We kindly ask all owners to respect that, whilst we provide home boarding because of our genuine love of dogs, we are also a professional business. We rely on owners being honest, cooperative and compliant with our policies so that we can provide the highest standard of care for every dog in our home.

Simple requests, such as providing accurate information, complying with our Terms and Conditions, arranging prompt collection when required, and communicating openly, help us to run our business safely and fairly. Failure to do so can result in unnecessary disruption, prevent us from accepting other bookings, and cause avoidable financial loss.

We value working in partnership with our owners and ask that they work with us to ensure every dog’s stay is safe, enjoyable and successful.

We recommend that we keep a record of each dog’s vaccination status, and with your permission, retain copies of vaccination certificates for our records. Please note that no dog can be accepted for boarding without valid vaccination documentation. Failure to provide this information will be treated as a refusal of the booking.

We also provide owners with a summary of their dog’s stay upon collection or via email. This may include details relating to behaviour, feeding, exercise, health observations, or any issues that may have arisen during their stay. This helps ensure full transparency and allows owners to stay informed about their dog’s experience in our care.

All data protection laws will be fully complied with, and any personal information provided will be handled in accordance with applicable data protection legislation. Information will not be shared with any third parties without your consent, except where required by law or where necessary in the direct care and welfare of your dog, such as communication with a veterinary professional in an emergency.

This includes any vaccination records or veterinary medical information provided as part of the booking process.

If we are requested to administer any medication, including tablets, ear drops, or eye drops, owners must inform us in advance of any known behavioural risks, including whether their dog may react negatively, become stressed, or show any signs of aggression during handling.

Failure to disclose this information may result in the immediate termination of the boarding stay, and we may request prompt collection of the dog if we feel it is unsafe to continue care within our home environment.

We strongly recommend that owners provide a backup option of food for their dog during their stay. It is not uncommon for dogs to experience a reduced appetite when settling into a new environment, however we cannot allow a dog to go without food for an extended period, as this may pose a risk to their health.

If you believe your dog may be fussy or may not accept their usual food, we ask that you provide an alternative option to ensure they continue to eat while in our care.

It is not our responsibility to source alternative food for your dog during their stay, as changing diets without prior guidance can increase the risk of digestive upset or adverse reactions.

If we are required to source an alternative food for your dog during their stay, the cost of this will be charged to the owner. This is to cover the cost of the food itself as well as the time and expense involved in obtaining it.

Terms of trial day/night

We ideally suggest booking the trial night on a weekend, as this generally gives owners more flexibility around work commitments. However, we understand that some people work weekends, so we are happy to accommodate trial nights during the week if needed. Weekend trials often work best, as they also help keep weekday availability free for full-week boarding stays.

Dates can be provisionally reserved prior to a trial night. However, if you make any arrangements, such as booking a holiday, before the trial has taken place, you do so at your own risk.

The trial night is designed to ensure that your dog is suitable for our home boarding environment and that we are the right fit for your dog’s needs. If the trial night is not successful, we reserve the right to decline the booking. In this situation, any holiday bookings or other arrangements you have made remain your responsibility, and you may need to make alternative boarding arrangements.

For all new customers booking a trial night, we require a full payment £65 (please note this is non-refundable). This is because if a trial night is cancelled, we may have already turned away longer bookings that could have filled that space.

Although your dog will only be staying for 24 hours, we do still require certain items to be brought along for their comfort. These include their bed, blankets, toys and food.

Before any full boarding stay, it is essential that your dog completes a trial night with us. This allows us to ensure your dog feels comfortable, settled and happy in our environment before committing to a longer stay. We will always do our very best to arrange a trial night for you, even if your booking request is urgent or made close to the intended stay date. However, trial nights are subject to availability.

If we are unfortunately unable to offer a trial night due to lack of availability, we will not be able to accommodate your dog’s full stay. This policy is in place because we cannot take the risk of your dog arriving for a longer stay without first confirming that they are comfortable and settled in our care.

We will always do our utmost to give your dog plenty of time to settle during their trial night. However, after many years of owning dogs and providing dog boarding, we are usually quite good at recognising whether a dog is likely to settle comfortably with us or not.

The first night away from home can naturally feel a little strange for some dogs, as they are away from their familiar surroundings and their owners. While many dogs adjust well, unfortunately some dogs may find it too stressful to settle.

If your dog is crying, barking, howling, or showing signs of significant distress later in the evening, we will likely contact you and ask that you collect them. As we operate from our home, we cannot have ongoing barking, howling, or crying that may disturb neighbours during the night. Most importantly, it is also not fair for a dog to remain in an environment where they are clearly distressed.

If you are unavailable to collect your dog, we will require your emergency contact to be able to collect them instead. A trial night with your dog is required before you can book a stay. However, we understand that holidays and time away can sometimes be arranged last minute. In such cases, we will do our best to accommodate you by offering a trial night closer to your booking date, subject to availability.

A trial night is required as soon as availability allows. This helps us see how your dog settles in for their proper stay. It also reassures you as the owner that your dog is comfortable and happy and allows us to make sure the stay will be a good fit for everyone. It also helps you in the event that your dog does not settle with us that you have ample time to look to board your dog somewhere else more suitable.

To keep all dogs safe, happy and comfortable, we may not be able to accept dogs who display the following behaviours:

• Aggression towards people or other dogs
• Excessive barking or vocalising that cannot be settled
• Destructive behaviour within the home
• Ongoing toilet accidents or indoor marking
• Resource guarding of food, toys, beds or people
• High levels of anxiety that cause distress or damage
• Difficulty with basic handling (being touched, led or harnessed)

We understand every dog is different and many behaviours can be displayed during the trial night. Our goal is always to make sure your dog feels safe, relaxed and well cared for during their stay.

If the trial stay goes well and the booking is confirmed, a 50% deposit of the total booking fee is required after the trial. The remaining balance must be paid either on the day of drop-off or just before the start of the full stay.

A minimum of two weeks’ notice is required for any cancellations to receive a refund of the 50% deposit.

Late cancellations (less than two weeks’ notice) will not be refunded.

We understand that holidays are sometimes booked last minute. For example, if a stay is booked subject to availability with one week’s notice, but the booking is cancelled two days prior to the start date, the 50% deposit will not be refunded.

For bookings made more than three months in advance, we kindly require a 30% deposit at least eight weeks before your dog’s stay. As we can get extremely busy, this helps us secure your booking and ensure everything runs smoothly.

Trial night & future bookings

After the trial night, if all goes well, we hope your dog will return for their full stay with us. However, we reserve the right to refuse any future bookings if we encounter behaviours or situations during the trial that would make a longer stay unsuitable for your dog or the household.

Drop off & collection times

We understand that flights can be delayed and circumstances may change. However, we kindly ask that you provide your drop-off and collection times as early as possible after or when booking your stay. This helps us ensure that there is no crossover between dogs from different households, allowing us to maintain a calm and safe environment for all our guests.

If a dog’s collection time is after 12:00pm (lunchtime) and not until the early evening, a day care fee will apply. This is because it may prevent us from accepting a new overnight booking for that night impacting potential futher bookings for us.

We also kindly ask that all evening collections are made no later than 6:00pm. This allows us to wind down for the day and have a clear cut-off point. If your dog is still with us after 6:00pm, a full overnight boarding fee of £45 will be charged, as this is considered an additional night’s stay.

If your flight or travel arrangements are delayed and we have another booking scheduled to arrive after your original departure time, we may need to ask your emergency contact to collect your dog. This is to ensure a smooth transition between bookings and to maintain our policy of not mixing dogs from different households.

Exclusive solo home boarding & early termination

We specialise in providing exclusive, one-to-one home boarding. This means that, unless dogs are from the same household, we only board one dog or one family of dogs at any one time.

When your booking is confirmed, those dates are reserved exclusively for your dog and we are unable to accept bookings from other owners during that period. As a result, if a stay is terminated early because a dog is no longer suitable for our home boarding environment due to ongoing medical, behavioural or welfare concerns, it is often impossible for us to replace that booking at short notice.

Where a boarding stay is terminated before 50% of the booked duration has been completed, we will offer a refund of 50% of the unused boarding fees. If more than 50% of the booked stay has been completed, no refund will be given.

This policy reflects the fact that we are a small, exclusive SOLO home boarding business and the dates reserved for your dog are unlikely to be rebooked at short notice. We appreciate your understanding and cooperation in helping us continue to provide the highest standard of care for every dog entrusted to us.

Photos & social media

By booking with us, you give permission for photos or videos of your dog to be shared on our website and social media. If you would prefer your dog not to be featured, please let us know in advance.

GDPR & privacy

We take your privacy seriously and fully respect GDPR regulations. Any personal information you share with us will be kept safe and secure and will never be shared with third parties. Your details are used only for the purpose of providing the best possible care for your dog and will always remain confidential.

Behaviour on walks

We may need to discontinue a stay if your dog shows signs of aggression toward other dogs during walks, as this would prevent us from safely exercising them. We also need to be confident that dogs can be managed and controlled on walks. Maintaining these boundaries ensures the safety and wellbeing of all dogs in our care. It is the owners responsibility to inform us of any behaviour that can take place on a walk prior to their stay.

Damage to property

While we take every care to make our home as dog-friendly and damage-proof as possible, it is still a home environment. Any damage to property, even if accidental, may be chargeable. We therefore reserve the right to recover costs should any damage occur during your dog’s stay.

While we understand that the occasional toilet accident can happen, repeated urinating or soiling on furniture or carpets may be a reason for your dog to be collected. This is simply because we offer home boarding rather than kennel boarding and we must care for our home as a place of comfort and enjoyment for ourselves, while also making it a safe and welcoming home-from-home for your dog.

As a home boarding environment, dogs staying with us live as part of the household and share the main living areas of our home. We do not operate a kennel setup or have separate areas where dogs can be isolated from the home environment.

Because of this, it is important that dogs staying with us are reliably house trained. While we completely understand that the occasional accident can happen, repeated soiling or urination inside the property can become very difficult to manage within a home setting.

If a dog is experiencing frequent accidents indoors, we may need to contact you to discuss the situation and in some cases, request that the stay is discontinued. This is simply because we are unable to provide a separate contained space and must maintain a clean and comfortable environment for everyone in the home.

Our goal is always to ensure that every dog staying with us is happy, comfortable and settled. However, if a dog is repeatedly soiling indoors, it can sometimes be a sign that they are feeling unsettled, unwell, or struggling to adjust to the environment.

In these situations, returning home or to a more suited environment may often be the kindest option for the dog.

Leash policy

For the safety of all dogs in our care, we never allow dogs off the lead, even if they have excellent recall. We always believe it’s safer to keep them on a leash during walks. Dogs must be able to walk comfortably on a lead; if there is significant pulling or difficulty walking, this may be a reason we are unable to offer boarding, as daily walks are an important part of their routine and wellbeing.

Sleeping arrangements

We always try to follow your dog’s usual sleeping routine as closely as possible. We may ask for your consent to crate your dog overnight – some dogs are happy either way, while others may never have been crated before and that’s completely okay!

For safety and practical reasons, we do ask that dogs are able to settle in a secure space at night. Allowing a dog to have free run of a new home overnight can sometimes lead to accidents or stress and having a crate helps your dog feel safe and comfortable. If your dog has their own crate, please bring it along so they can sleep in a space they know and love.

During the trial night or at any point during their stay, if we notice your dog is feeling distressed, we may ask for them to be collected. While we aren’t a kennel, a little structure helps make their stay safe, enjoyable and as close to a “home-from-home” as possible.

All owners must bring suitable bedding for their dog to sleep on during their stay. If your dog is comfortable sleeping on the floor with a blanket, that is absolutely fine. However, if they usually sleep in their own bed, we strongly recommend bringing it to help them feel as comfortable and settled as possible.

Please note that we are under no obligation to provide dog beds. If we do provide bedding and it is significantly damaged during your dog’s stay, an additional fee may be charged to cover replacement costs.

For health and safety reasons, dogs are not permitted to sleep on sofas or furniture while staying with us, even if this is allowed in their own home. We believe this helps maintain a safe, clean and practical environment for all dogs in our care.

This policy also applies to trial nights. Even if your dog is only staying for one night, we still require suitable bedding to be brought for their comfort and wellbeing.

Crating

We understand that not every dog has been crated or crate-trained. Both Penny and Meg had crates as puppies and loved them so much that they often chose to nap in them during the day with the door open! 

We know some dogs aren’t used to crates and we would never force a dog into one if it would cause distress. That’s why, on the “Coming to Stay” form, we ask for your consent for your dog to be crated if needed.

If your dog sleeps well in their own bed, that’s perfect! However, for the safety and wellbeing of our boarders, we need to ensure dogs are secure overnight. This helps prevent wandering, confusion, accidents, or accidental damage — after all, this is still a home.

If you do not consent to your dog being crated when necessary, we may need to refuse or terminate the stay. Most owners bring their own crates or beds, which works out perfectly and helps dogs feel comfortable and secure.

Grooming & belongings

Dogs should arrive clean and fresh where possible. By booking with us, you consent to any grooming or bathing that may be needed during their stay. You also consent to your dog’s toys, bedding, blankets, or other belongings being washed if required to keep them clean and comfortable.

Any bedding, blankets, toys, harnesses, or coats that your dog brings with them should arrive clean and in good, usable condition, as they will be used within our home environment.

If any items are unsuitable or require replacement, we may need to provide or purchase alternatives. In such cases, a small charge may apply to cover the cost.

This policy helps us maintain a clean, comfortable and safe environment for all dogs in our care.

 

Weather & walking

For the safety and comfort of all our boarders, we avoid walking dogs in very hot weather, especially short-faced breeds like pugs and other brachycephalic dogs. Walks may be shortened or scheduled for early morning or later in the evening when it’s cooler.

We also avoid walking dogs in extreme cold without proper protection, such as coats. We kindly ask that owners provide a suitable coat for their dog if staying with us during the winter months.

Accuracy of information

We require all contact details, including emergency contact information, to be accurate and up to date. Failure to provide full disclosure of any behavioural, medical, or dietary issues may result in the immediate termination of your dog’s stay.

Right to end a stay

We reserve the right to end a dog’s stay at any time if it is deemed not to be in the best interest of the dog or the household. This is always done with the safety, wellbeing, and comfort of all dogs in our care as the top priority.

Questionnaire completion

Please ensure the questionnaire is completed before your dog’s stay. Failure to do so may result in a delay to your dog’s stay if the information is not provided promptly.

Medication

All medication must be clearly labelled with instructions. We cannot accept dogs requiring injections. Missed doses due to refusal or stress are not the boarder’s responsibility. Please ensure that enough medication is provided to cover the entire length of your dog’s stay.

Vet treatment / Emergency care

In the unlikely event that your dog needs veterinary treatment or emergency care during their stay, it’s important that any costs are covered by the owner. To make things easier, we recommend letting your vet know in advance that we may bring your dog in, so they are prepared.

Any travel costs to your preferred veterinary practice may also be charged. If we are unable to get an appointment with your preferred vet, we will use one of our trusted local vets to ensure your dog receives prompt care, with the understanding that the owner covers any related costs.

If your dog becomes unwell during their stay and requires veterinary treatment or admission to a vet practice, all costs must be covered by the owner. If you do not have pet insurance, you will still be responsible for all veterinary fees. We will not be held responsible for covering any medical or veterinary costs incurred during your dog’s stay.

Please ensure there is a clear and accessible method for payment should veterinary treatment be required during your dog’s stay. You must also remain contactable at all times while your dog is boarding with us.

Terms of boarding

We do not accept dogs under the age of 12 months.

This is because we have found that younger dogs are often not ready to be left on their own. However, if your puppy will be staying with a sibling who provides comfort and both dogs are well trained, we may be able to make an exception. Please contact us to discuss this further.

You understand and acknowledge that your dog(s) will be taken out on a leash during walks or outdoor activities. You give your permission for this and confirm that your dog will not be let off the leash at any time while under the care of I love Pugs boarding. 

You must provide emergency contact details prior to your dog’s stay. This is to ensure that appropriate arrangements can be made for your dog to be collected in the event of any emergency or unforeseen circumstances.

You understand that if your dog becomes extremely unsettled or displays any signs of aggression, the emergency contact provided may be asked to collect my dog.

You agree that they will be available to do so upon request.

In the event of a boarding crossover, we will notify you in advance of your dog’s stay. If necessary, or if specifically requested, we will ensure that your dog is separated from dogs from other households. However, please note that this situation is very unlikely to occur due to the scheduled drop-off and collection times stated at time of arranging your dogs stay.

You understand that if you choose to collect your dog early during their allocated stay, any payment made is non-refundable.

I understand that, under the Control of Dogs Order 1992, your dog(s) must wear a collar/harness with an identity tag when in a public place. I also acknowledge that, in accordance with UK law (effective from March 2017), all dogs must be microchipped

We strongly advise that all dogs are kept up to date with their vaccinations. We understand that some dogs may be unable to receive full vaccinations for health reasons, and we are happy to accept dogs who have only received their puppy vaccinations. As we do not mix dogs from different households, we believe this presents a low risk. However, responsibility for your dog’s vaccination protection ultimately remains with the owner.

You agree to ensure your dog is regularly treated for fleas and worms, either prior to their stay or as part of your ongoing care routine. You understand that any failure to do so – and any resulting consequences – are the sole responsibility of you the owner.

We are happy to accept dogs who are not neutered or spayed, as we do not mix dogs from different households. However, we do reserve the right to refuse or end a stay if a dog displays excessive mounting or other behaviours related to not being neutered or spayed. Responsibility for any such behaviours remains with the owner.

You agree that your dog must not display aggressive behaviour, excessive barking, or excessive mounting during their stay. You understand that such behaviours may result in early collection or refusal of any future bookings.

You agree that your dog must not be in heat (season) during their stay. You understand that failure to disclose this may result in immediate collection and refusal of any future bookings.

You agree to notify I Love Pugs Boarding of any changes to your contact information, including phone number, email address, or emergency contact details, to ensure reliable communication at all times.

If your dog displays any health issues during their stay with us and requires a vet visit, your emergency contact will need to arrange for them to be seen by a veterinarian.

The dog may return once the issue has been resolved. If the issue cannot be resolved, the stay will be terminated, and you will be refunded for the remaining time booked.

If your dog displays any of the following signs or symptoms during their stay, they may need to be seen by a veterinarian for appropriate treatment:

• Teething issues (e.g. swollen gums, difficulty eating, excessive chewing)
• Infections (ear, eye, skin, etc.)
• Excessive scratching or signs of skin irritation
• Allergic reactions (e.g. itching, swelling, redness)
• Although we are a single-household boarding facility and always deep clean between each dog’s stay, we must remain vigilant about the potential for bugs, bacterial infections, and fleas. Therefore, it is essential that your dog is up to date with flea, tick, and worming treatments and is appropriately treated before their stay.Excessive mounting or obsessive behavior
• Gastrointestinal problems (e.g. bloating, discomfort)
• Vomiting or persistent sickness
• Diarrhoea or abnormal bowel movements

We only board insured dogs – here’s why…

To maintain the highest standards of care and responsibility, we only accept dogs that are fully insured. This policy is in place to protect your dog, our home, and everyone involved in their care. Here are the key reasons why:

• Emergency Veterinary Care
  If your dog becomes unwell or injured during their stay, insurance allows for quick access to veterinary treatment without hesitation or financial delay.
• Financial Protection for Owners
  Unexpected medical care can be costly. Pet insurance ensures that any necessary treatment is covered, giving you peace of mind.

Single night bookings

We reserve the right to refuse or accommodate single-night bookings if they would interfere with a longer stay, unless the booking has been made in advance.

Refusal of bookings

We reserve the right to refuse any bookings that may be affected by housework, family commitments, or personal reasons, to ensure we can provide the best care and attention for every dog in our home.

Deposits & cancellations

We reserve the right to retain the deposit if a cancellation is made at short notice. This helps us manage our schedule and commitments to other dogs and own

House rules

We want your dog to feel completely at home with us, but there are a few behaviours we can’t allow to keep everyone safe and happy. This includes any aggression, snapping, or biting, as well as constant barking or howling, which can stress any of your other dogs that are staying if there is more than one in your family or disturb neighbours. We also ask that dogs don’t chew furniture, doors, carpets, or personal items, or toilet indoors or on furniture. While we love having dogs on furniture, we do keep some boundaries to ensure they stay safe and nothing gets damaged. These simple rules help us make sure every dog enjoys a happy, safe, and comfortable home-from-home experience

Emergency contact

It is essential that you provide an emergency contact — this is non-negotiable. We require their name, address and phone number and they must be available to collect your dog in the event of an emergency. We will always do our utmost to avoid having to contact your emergency contact. However, refusing to provide one will result in an immediate refusal of boarding. It is the owner’s responsibility to provide the correct and dependable contact – someone you would trust to care for your dog in an emergency. As our insurance only covers us to board your dog, we strongly advise that any emergency contacts are chosen by you. If you provide an emergency contact that is not able to carry out the above we reserve the right to find a solution with a vet or other boarding facility if possible with all costs in relation to this will be covered by you.

We will also contact your nominated emergency contact prior to your dog’s stay to ensure they are happy to act as your emergency contact if required and that suitable arrangements have been made. This helps to ensure that, should an emergency arise during your dog’s stay, your emergency contact is aware of their responsibilities and is available to assist if needed.

The owner must provide at least one emergency contact who is willing and able to collect the dog within a reasonable time frame if required.

If the nominated emergency contact is unable or unwilling to collect the dog when requested, the owner remains fully responsible for arranging immediate alternative collection.

If no collection can be arranged, we reserve the right to place the dog under veterinary care or with an alternative licensed boarding provider at the owner’s expense until collection is possible.

It is not the responsibility of the boarder to transport or deliver your dog to your emergency contact’s property or any other location. This service is not included within our terms and conditions. Regardless of distance or circumstances, it remains the owner’s responsibility to arrange appropriate collection or transport for their dog if required.

Meet & greet

We’re happy to arrange a meet and greet in the park or another outdoor space, but a trial night at our home is always required before any stay. Dogs often behave very differently indoors than outside, and we need to see how they settle in a home environment. Even if your dog is only staying for one night, we still ask for a trial night beforehand to ensure a safe, comfortable, and happy experience for everyone. You are welcome to meet us as many times as you need reasonably before their stay.

Cleaning & home care

Our home is thoroughly cleaned between stays, including carpets, floors, bedding, and all other household duties. Occasionally, cleaning may need to take place during your dog’s stay. For this reason, we ask for your consent for your dog to be in the same vicinity as cleaning products while we work. If you are not comfortable with this, please let us know in advance so we can make alternative arrangements.

 

Dogs in season / male dogs

For any female dogs in season or male dogs, we cannot take responsibility for any accidents, marking, or related incidents that may occur during walks. Owners are responsible for managing any outcomes associated with this. We do not board female dogs that are in season. This is due to several important reasons, including the health and wellbeing of your dog, the safety of all dogs in our care during walks, and hygiene considerations within our home environment.
If a dog comes into season during their stay, we reserve the right to end the boarding arrangement if we feel it is in the dog’s best interests, or in the interests of the other dogs in our care.

 

 Council requirements

We have these terms and conditions because we are licensed by the local council, and our licence comes with requirements designed to keep all dogs safe and well cared for. This includes keeping accurate records of all dogs in our care, and by booking with us, you consent to your dog’s information being recorded and shared with the council if necessary. Our home meets all council safety and security standards, and we provide appropriate sleeping spaces and bathing or grooming when needed. We also maintain up-to-date insurance, keep our licence certificate on hand, and ensure our property is ready for random inspections. By following these requirements and complying with the Animal Welfare Act, we can provide a safe, comfortable, and well-regulated home-from-home for your dog.

 

Car travel

By booking with us, you consent to your dog being taken on short car journeys when necessary. Your dog will always be secured safely using a dog car seat belt or appropriate restraint. We will never transport dogs who are known to be fearful or distressed in cars, so please ensure you inform us if this applies to your dog. We also do not transport dogs in hot weather, as their safety and comfort are always our priority.

Hot weather care

We know how warm the summer months can get, so we like to keep things safe and fun by helping our dogs cool down. If you’re happy for us to do so, we may use dog paddling pools, cooling mats, and other safe methods to keep them comfortable — especially for brachycephalic breeds who can struggle more in the heat. If you would prefer us not to use these, please just let us know in advance.If you would prefer your dog to stay indoors whenever it’s hot (other than for walks), please let us know in advance.

Escape & injury

While we take every precaution to keep dogs safe, we cannot accept liability for escapes or injuries unless they are proven to be caused by negligence. We always ensure our property is secure, with an 8-foot-high walled backyard and a high, locked, fenced front gate, to keep all dogs safe and happy during their stay.

 

Fleas & worming

Dogs should arrive flea-free and up-to-date with worming. As your dog will be the only dog in our home at that time, we will do our best to accommodate them safely. We are not responsible for administering flea and worming treatments, as some dogs may have reactions to treatments Any unexpected cleaning required due to fleas may be charged to the owner.

In the event that your dog develops fleas during their stay with us, we will arrange for them to receive appropriate veterinary flea treatment from our local veterinary practice.

We will always contact you first to discuss this. However, if you do not consent to veterinary treatment and would prefer to pursue an alternative or homeopathic treatment, your emergency contact will be required to collect your dog immediately.

This policy is in place to comply with council regulations and to protect the health and wellbeing of all dogs in our care.

Any veterinary treatment costs incurred will be the responsibility of the owner.

Young & elderly dogs

Puppies and elderly dogs may not enjoy being picked up or carried if needed. We ask that owners inform us of any handling sensitivities before the stay, as it is the owner’s responsibility to let us know so we can care for their dog safely and comfortably.

Stairs & furtniture

It is the owner’s responsibility to inform us before the stay how their dog manages stairs, as some dogs may not be used to living in a home with stairs. We ask for your consent for your dog to use the stairs, or let us know if they need to be carried. Please also note that the boarders cannot accept responsibility for any injuries caused by dogs jumping on or off furniture.

Owner contact & updates

Owners should remain contactable during their dog’s stay. If we are unable to reach you, your emergency contact may be contacted instead. We aim to keep you updated with daily photos and messages so you can see how your dog is settling in and enjoying their stay.

Outstanding balances

Dogs will not be released until all outstanding balances have been paid, unless agreed otherwise in advance. Any additional charges incurred during the stay will also be added to the final payment.

Bathing & cleanliness

It is the owner’s responsibility to inform us if their dog should not be bathed at any point during their stay. Dogs are expected to arrive clean and fresh, but we understand that accidents happen and weather can affect cleanliness. Occasionally, we may need to bathe or clean dogs to keep them comfortable and healthy. If you do not wish for this to happen, please let us know in advance.

Grooming

It is not the responsibility of the boarder to groom your dog unless specifically instructed and supplied with the correct brushes or tools. Dogs must also be compliant with grooming. Please note that nail cutting or filing will never be done by us, so we ask that this is taken care of prior to your dog’s stay.

Brachycephalic / breathing

Short-nosed breeds, such as pugs, can struggle in hot weather and may be prone to breathing difficulties. It is the owner’s responsibility to inform us of any known respiratory or breathing issues. If we notice that a dog’s breathing becomes excessive or laboured during their stay, we may recommend that they are seen by a veterinarian to ensure their health and safety.

Personal belongings

It is not the boarders’ responsibility for any damage, loss, or normal wear and tear of toys, bedding, collars, harnesses, or other personal belongings brought by your dog.

Sleeping arrangements

We understand that dogs have their favourite spots at home, whether that’s their own bed, your bed, or the sofa. For their stay with us, we ask for your consent to place your dog in a sleeping area that is most suitable for their safety and comfort. Some dogs are happy sleeping downstairs on their own, while others may prefer a landing or designated area. We do not allow dogs to sleep on sofas, as this helps maintain boundaries, prevents accidents, and protects our home.

All owners must provide a bed for their dog during their stay with us. Even if your dog does not normally sleep in a bed at home, they will still require an appropriate bed while boarding, supplied by the owner.

In accordance with council regulations, all dogs must have access to a suitable bed and sleeping area. This helps ensure their comfort, wellbeing, and compliance with our licensing requirements.

If a bed is not provided by the owner, we may supply one of our own for your dog’s stay. However, if our bed is damaged, destroyed, excessively soiled, or requires replacement due to your dog’s actions, the cost of repair or replacement will be the responsibility of the owner.

We strongly recommend that owners provide their dog’s own bed, as this is often more comfortable and familiar for them during their stay.

Please be as honest as possible about your dog’s usual sleeping arrangements at home, as this helps us prepare for their stay and meet their needs as best we can.

If your dog normally sleeps on a bed with you or another member of the household and you feel they may struggle sleeping elsewhere, it is important that you let us know before booking.

For the safety and wellbeing of our household, ourselves and all dogs in our care, we do not allow boarded dogs to sleep on our beds. Dogs will sleep in their own designated sleeping area, and owners should ensure their dog is comfortable with these arrangements before boarding.

Failure to disclose your dog’s usual sleeping arrangements, or if your dog is unable to settle without sleeping on a human bed, may result in us requesting early collection if they are unable to settle in our home boarding environment.

Where possible, we recommend that dogs are crate trained and are comfortable sleeping downstairs, as this provides a safe and secure environment during the night. It also helps to prevent accidents, confusion or unnecessary stress that may affect your dog during their stay.

We recommend that owners bring their dog’s own crate, as this is familiar and often helps them settle more easily However, we do have a large crate available if required.

We appreciate that not all dogs are crate trained. Many dogs are perfectly happy sleeping in their own bed without a crate, and in these cases they will be provided with a safe, secure room where they can rest comfortably overnight.

Dogs are not permitted to sleep on our sofas or beds during their stay. It is therefore important that owners are honest about their dog’s usual sleeping arrangements before booking.

If a dog is unable to settle in their own bed or designated sleeping area, whether upstairs or downstairs, and displays persistent behaviours such as crying, barking, pacing or causing continual disturbance, we reserve the right to end the boarding stay and request immediate collection.

This decision will always be made in the best interests of the dog’s welfare, the wellbeing of our household, and the comfort of any other dogs in our care. Whilst we provide a home boarding service, we cannot reasonably be expected to manage repeated sleepless nights caused by a dog that is unable to settle We must also be mindful of our neighbours, as we live in a quiet residential area and have a responsibility to minimise excessive noise.

Wake up & bed times

We ask owners to let us know your dog’s usual wake-up and bedtimes so we can follow their routine as closely as possible. Bedtimes are generally easy to accommodate, but dogs who are used to very early wake-up times, such as 4 or 5 a.m., may not be suitable for this type of home boarding and this should be discussed, failure to do so could result in immediate termination of the stay. 

Separation anxiety

We aim to never leave your dogs on their own. However, it is the owner’s responsibility to inform us if their dog suffers from separation anxiety. This includes dogs who may become distressed even if left alone in a room for just a few minutes. Knowing this helps us care for your dog safely and comfortably during their stay.

Walking

It is not the responsibility of the boarder for any aggression, reactivity, or unexpected interactions with other dogs, people, or wildlife during walks. If your dog injures another animal while on a walk, responsibility remains with the owner. If a dog refuses to go for a walk, this is not the boarder’s responsibility. Excessive pulling on walks may result in the termination of further walks for the safety of your dog and others

Identification & microchipping

We will always ensure your dog wears one of our identity tags, which includes our name, address, and telephone number. Owners are also welcome to attach their own tag if they wish. Please note that we cannot board dogs that are not microchipped, as this is a legal requirement.

Food responsibility

It is the owner’s responsibility to provide enough food for the duration of your dog’s stay. If the supplied food runs out and the boarder needs to purchase additional food to cover the rest of the stay, the cost will be charged to the owner.While we hope your dog enjoys the food you bring, sometimes dogs may refuse to eat. To ensure your dog doesn’t miss meals, we ask for your consent to try alternative foods if necessary. We will always contact you first to discuss options before doing so.

Vaccinations

We are unable to board any dog that has not received its core vaccinations. These are typically the vaccinations given during puppyhood.

Before boarding, we must receive either a photocopy or a clear photograph of your dog’s vaccination record for our files. We understand that not all owners choose to give annual booster vaccinations, and these are not required for boarding with us. However, evidence of the initial core vaccinations must be provided.

This is a requirement under council regulations. Failure to provide proof of core vaccinations will result in an immediate refusal of boarding.

Breed & size policy

To keep all dogs and people safe, and in line with our insurance, we are unable to accommodate any dogs on the banned or restricted breed list. Additionally, depending on the size of the dog, we may need to refuse boarding if we feel the environment is not suitable. This helps us ensure a safe, comfortable, and happy home-from-home experience for every dog in our care. Please check your dog’s suitability before booking.

Dogs & children

 It is the owner’s responsibility to inform us if their dog is not comfortable around children. If you prefer your dog to have no contact with children, we will ensure this is respected. While we do not have children of our own, family and friends with children may occasionally visit the house, so it’s important for us to know your dog’s needs in advance.

Dogs & strangers

It is the owner’s responsibility to inform us if their dog is uncomfortable around strangers, such as workmen, visitors, family, or friends. We will always do our best to minimise any stressful situations and ensure your dog feels safe and comfortable during their stay. We never allow anyone to stroke your dog when out on walks without asking first — this applies to both adults and children. If your dog is particularly nervous or shy, please let us know so we can take extra care to keep them comfortable and safe.

Behaviour

If you are boarding more than one dog, it is your responsibility to inform us of any issues between your dogs. You also consent to us separating them if any unwanted behaviour or illness occurs, to ensure the safety and wellbeing of all dogs in our care.

Advanced bookings

We reserve the right to refuse any bookings made more than six months in advance, to ensure we can manage our schedule and provide the best care for all dogs in our home.

Boarder crossover & delays

We aim to avoid any overlap between boarders; however, flight delays or changes in plans may occasionally result in a slight crossover of dogs. If you do not consent to your dog being around another dog at any point and your collection is delayed, we ask that your emergency contact is available to collect your dog instead. 

We would never allow dogs to share our home unless both owners have given consent. However, if your collection is delayed and another booking is scheduled, you will need to contact your emergency contact for collection to avoid your dog being in the home with another dog.

Termination of stay

We reserve the right to terminate a dog’s stay at any point if unwanted behaviour occurs. This includes, but is not limited to, excessive barking or crying, stress or anxiety, refusal to eat, not sleeping, becoming unwell, toileting indoors, out-of-control behaviour on walks, aggression, nipping, growling, fear, mounting, chewing, or wild behaviour that does not settle. This ensures the safety and wellbeing of all dogs and people in our care.