Come, stay, play - terms and conditions

We can only facilitate drop offs and pick-ups between 10am and 5pm.

You do have the option for contacting us out of hours, however we would prefer that contact is made between the hours of 10am and 8pm. Contact outside of these hours should be reserved for emergencies only.

Booking

All services are charged at an overnight rate (24hr).

Bank Holidays may incur additional fees which will be advised of at the time of booking.

A ‘Meet & Greet’ consultation (overnight stay) is mandatory at Come Stay Play’s property, prior to reservations, to ensure that the visiting dog is compatible with the resident animals.

All bookings must be made at least 24 hours before arrival date.

Payment

Come Stay Play accepts cash/cheque/bank transfer. Cheques made payable to Heidi Anderson.

A non-refundable 25% deposit of the total sum due is payable to the pet service provider at the time of booking.

The remaining balance is due on or before the first date of the booking.

Short stays of less than 7 days are payable in full at the time of booking.

Where payment is not received in accordance with these terms and conditions of business, Come Stay Play reserves the right not to proceed with any previously agreed arrangements, and a cancellation fee will be payable.

Cancellations

In the event of cancellations that are notified to us 14 days prior to the start of the booking period, all fees less the non-refundable deposit will be refunded, or held over for subsequent bookings.

Any bookings that are cancelled between 14 days and 48 hours before the start date of the booking, will require 50% payment for services.

All bookings cancelled within 48 hours will be payable in full.

If the pet service provider, cannot provide the service agreed, we will do our best to arrange an alternative, unless in extreme circumstances, where we will endeavour to give 24 hours notice.

Behaviour

The pet service provider will not accept aggressive animals.

We rely on you to be honest about your dog's behaviour. All initial bookings are subject to an overnight stay to ensure both parties are happy with the arrangements which we will discuss with you during your first visit to us.

The client agrees to be responsible for all costs (including but not limited to medical care, legal fees, etc) if the client’s pet(s) should bite another animal and agrees that the dog can be muzzled in such circumstances.

If the client’s dog(s) whilst being boarded shows aggressive tendencies towards the pet service provider or their family, or should its behaviour become unacceptable or a nuisance beyond reasonable acceptance, the client agrees that the dog will be placed either with the emergency contact or in a boarding kennel, until the client returns, and this will be subject to a transfer charge of £50, and will paid on your return. There will be no refund of the boarding fees you have paid to Come Stay Play and any additional fees charged by the kennels will be payable by you.

Any damage caused by your dog will incur extra costs on departure.

Whilst we are happy to take elderly dogs, we cannot be held responsible for any age related problems.

If your dog is known to chew, please provide their own bedding.

Dogs sharing, do so with owner’s agreement. Any vet bills resulting in your dogs squabbles will be the owner’s responsibility and not that of the proprietor.

Puppy Policy

Here at Come Stay Play, we have extensive experience with puppies, so are happy to look after young dogs from 4 months of age.

To comply with the Animal Welfare (Licensing of Activities involving Animals) Regulations 2018, we have policies and procedures in place for dogs under one year. We work with them to support their development needs and welfare and document our process. Our puppy policy can be forwarded to you on request. Puppy stays may be subject to an additional daily charge.

Unforeseen Purchases

In the event that additional items need to be purchased in the absence of the client – i.e. pet food (i.e. if your own food provided is not sufficient for their entire stay) or other necessary items that contribute to the health and wellbeing of your pet, the pet service provider will purchase these, retain a receipt and the pet owner is responsible for reimbursement of these items on their return.

Updates

Please inform us of any changes regarding your contact numbers, your pet’s care needs, your emergency contact details and other pertinent information.

Privacy Policy

All of your information will be kept private and confidential.

Your pet service provider highly respects our clients’ entrusting us with the care of their pets.

All of our records will be stored in compliance with the Data Protection Act 1998.

Insurance

All reasonable care is taken to ensure the integrity and suitability of the care provided.

The pet service provider has valid public liability insurance, for the peace of mind of its clients.

We recommend that you purchase your own separate pet insurance.

Medication/Vaccinations/Immunisations

The pet service provider will follow instructions to administer medications as directed but cannot be held responsible for complications that arise as a result.

Under no circumstances will the pet service provider board any pet that has any form of active contagious illness.

We require a copy of a valid vaccination certificate.

If the pet service provider is bitten or exposed to any disease or ailment received from the client’s pet(s) 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.

You must agree and sign that if your dog needs emergency vet treatment that you are responsible for the bill and you must leave an emergency number, if we cannot get hold of you the contact must be authorised to make decisions on your behalf.

Visits to the vets are charged at £10 per trip and £15 per hour and added to your final invoice.

We require details of any pre existing conditions and reserve the right to consult a vet should we feel it necessary. The owner accepts any veterinary costs which will be their responsibility and added to their final invoice.

We reserve the right to refuse to board any animal that is clearly unwell or in a poorly condition.

To protect all our guests please do not bring your dog to stay if it has any symptoms of a digestive upset within 30 days of their stay with us.

We cannot accept any bitches in heat.

Collars/Leads

Please provide secure collars, harnesses and leads with appropriate tags for all visits.

Each dog will be issued with a Come Stay Play identity tag for the duration of their stay

Changes to return date

The pet service provider carefully schedules our time to serve you and our other clients, no refunds will be made in case of early departure. All dates booked are chargeable dates.

In the event that the client is delayed on return, they must inform the pet service provider as soon as possible, and the pet service provider will make every endeavour to extend their stay with us to meet the clients needs. The client will be responsible for any extra days/charges.

Any dog not collected within 7 days of departure date without contact from the owner will be re-homed.

Liability

The pet service provider shall not be liable to the client or be deemed to be in breach of the contract by reason of any delay in performing, or any failure to perform, any of its obligations in relation to the services, if the delay or failure was due to any cause beyond the pet service provider’s reasonable control.

Photos and Social Media Policy

You agree that we can take photos of your dog(s) and put them on social media, please state at drop off or time of booking if this is not acceptable.

We will aim to send pictures or videos of your dog every day or every few days during their time with us.