Terms and Conditions

1. Booking

1. Booking 

1.1 All boarding services are charged at day rate (max 10hrs) or overnight rate (max 24hr).  Additional charges may apply if the stay is longer than hours specified at time of booking.  1.2 Sundays, Bank Holidays, Christmas, New Year and Easter may incur additional fees which you will be advised of at the time of booking. 1.3 Any dogs boarded with Tails Trails will stay as part of the family in our own home and enjoy the same home comforts as our dogs do. Please note, that Tails Trails has its own resident family dogs. By boarding your dogs with us you consent for your dog(s) to be boarded with others. All dogs are supervised and boarding dogs will be separated should they need to be left unattended for a short period of time or during meal times etc. 1.4 Our boarding numbers are limited, however at times there will be other dogs from other households also boarding with us, therefore as in 1.3 dogs from other households will be separated whilst unattended. This is for the safety and wellbeing of all dogs. By signing these terms and conditions you consent to your dog(s) being boarded with other dogs as well as our resident dogs. 1.5 A 'Meet & Greet' consultation is required (at no extra cost), prior to reservations, for all NEW clients between myself, you as the owner and your dog(s). After this, a walk/meet with Tails Trails (our dogs included) and your dog(s) will be arranged prior to finalising bookings. 1.6 Upon finalisation of booking, a trial sleepover will be required at your cost. 1.7 All bookings must be made at least 24 hours before arrival date, however more notice is preferred. 1.8 All new clients will go through a two week trial period for walks and daycare services to ensure suitability for both owners, dog and Tails Trails. 1.9 In unfortunate circumstances, any dog not collected 30 days from the due departure date - if we cannot contact you or any of the emergency contacts - will be rehomed. You agree to this and to pay for all associated costs. 1.10 Please note our working hours on weekdays are 07:45-17:30, Saturdays 09:00-16:30 and Sundays 10:00-15:30. 1.11 Any communication outside of these hours will be classed as the next working day and charges may be applied if applicable.  1.12 Drop off & Collection hours are between 07:45-08:00 and 16:30-17:30 Monday-Friday, weekends to be arranged as per booking. 1.13 When Tails Trails are collecting and dropping home your dog for daycare this will be between the approximate hours of 08:00-09:30 and 15:30-17:00 Monday-Friday, weekend and sleepover pick up times to be arranged.

2. Cancellations

2. Cancellations 

2.1 In the event of boarding 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. 2.2 Any boarding bookings that are cancelled between 14 days and 48 hours before the start date of the booking, will require 75% payment for services. 2.3 Bookings cancelled within 48 hours will be payable in full – with the exception of walks, if cancelled within 24 hours these will be payable in full. Training sessions cancelled with less than 48hrs notice will be payable in full.  2.4 If Tails Trails, cannot provide the service agreed (in extreme circumstances), we will do our best to arrange an alternative, and any monies paid will be refunded or held over if appropriate. 2.5 On wanting to terminate the contract between Tails Trails and yourself for our services please supply at least one weeks of paid notice if you use our services once or twice per week, at least two weeks paid notice for those who use our services three times and more per week. Of course, more notice is preferable when possible. 2.6 Regular clients are subject to paying a holding fee should they wish to take a break from Tails Trails services for longer than one week without their space being offered to another client. Without this holding fee, we cannot guarantee the same slot will be available on your return. Should your dog board with us instead then this fee may be waivered.  2.7 Each client is subject to four "free" single weeks per year of holiday where the holding fee will not be applicable. Please note these weeks are not consecutive. 2.8 Training courses are to be paid for upfront and any sessions missed by you will not be refunded, if Tails Trails has to cancel for any reason the session will be credited.

3. Aggressive Animals

3. Aggressive Animals

3.1 Tails Trails will not accept aggressive animals. 3.2 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/human. 3.3 Client agrees that on booking services with us for their dog(s) that they have represented the dog's behaviour honestly and the dog(s) to have not shown any aggression or caused harm, or threatening behaviour to any individual and/or any pet(s), and the client agrees to contact the provider 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 pet(s). 3.4 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 he/she 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. 3.5 We will not board unruly dogs. 

4. Unforeseen Purchases

4. Unforeseen Purchases

4.1 In the event that additional items need to be purchased in the absence of the client – i.e. pet food, 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.

5. Updates

5. Updates

5.1 Please inform us of any changes regarding your contact numbers, your pet’s care needs, your emergency contact details and any other information which may be necessary while your dog(s) are in our care. 5.2 In season bitches will NOT be accepted for boarding and the boarding will be regrettably cancelled as per the cancellation policy. 5.3 Please advise us immediately if your bitch is in season or due to come into season. Due to the nature of home boarding and although every effort would be made to prevent pregnancy, we can accept no responsibility should your bitch become pregnant. 5.4 Should your bitch come into season whilst boarding with Tails Trails then the owner or emergency contact will be expected to collect the bitch immediately. 5.5 It is your responsibility to have your dog neutered or spayed if you so wish. Please note place priority is given to spayed and neutered dogs. 5.6 If you do not disclose that your bitch has come into season prior to the stay, as above you or the emergency contact will be expected to collect immediately. 5.7 Please note that should your bitch not be collected within a suitable time frame, other measures such as a local kennel may be used. 

6. Privacy Policy

6. Privacy Policy

6.1 All of your information will be kept private and confidential. 6.2 Your pet service provider highly respects our clients’ entrusting us with the care of their pets. 6.3 All of our records will be stored in compliance with the Data Protection Act 1998 and GDPR 2018. 6.4 Your data will be treated with the utmost care and we will take all appropriate steps to protect it. Access to your personal data is password-protected when held in digital-based software or secured in a locked cabinet. The systems used for processing and storing your data are password protected and encrypted. Any keys used to access properties are labelled in a coded manner without any personal information. 6.5 Your personal information will not be shared with any third party companies. 6.6 Whenever you have given us your consent to use your personal data, you have the right to change your mind at any time and withdraw this consent. We are however required to hold your information for 5 years if you have used our services and we have invoiced you. 6.7 Tails Trails reserves the right to post photographs and videos of the dogs in our care in support of its business activities via social media business pages unless specifically requested not to do so by the client.

7. Insurance & License

7. Insurance

7.1 All reasonable care is taken to ensure the integrity and suitability of the care provided. 7.2 The pet service provider has valid public liability insurance, for the peace of mind of its clients. 7.3 Tails Trails is insured with Protectivity to provide dog walking, home boarding, pet sitting and pet taxi services. A copy of the policy is available to view should you wish.  7.4 We recommend that you purchase your own separate pet insurance.

8. Medication/Vaccinations/Immunisations

8. Medication/Vaccinations/Immunisations

8.1 The pet service provider will follow instructions to administer medications as directed but cannot be held responsible for complications that arise as a result. 8.2 Under no circumstances will the pet service provider board any pet that has any form of active contagious illness. 8.3 We require a copy of a valid vaccination certificate. There are no exceptions to this requirement. 8.4 If any Tails Trails (or any member of her household, including family dogs) is bitten or exposed to any disease or ailment received from the client's pet(s) that has not been properly or currently vaccinated, the client will be responsible for all costs and damages that may be incurred as a result. 8.5 All dogs must be fully vaccinated at least 2 weeks before staying with us - It is your responsibility to vaccinate your dog and ensure this is kept up to date. 8.6 Vaccination against kennel cough is recommended but not required. 8.7 If you have decided to titre test rather than vaccinate please speak with us first, although we do although titre tested dogs to board. 8.8 We take no responsibility for your dog contracting any viral diseases during their stay. 8.9 All dogs are accepted at their owners' risk. While every possible care and attention is given to each dog, we cannot be held responsible for any injury, illness, loss or damage, howsoever arising. Any vet fees incurred during the dogs stay will be covered by you the owner. 8.10 Should a flea infestation be observed on a dog in our care, you consent to Tails Trails to treat the infestation as deemed necessary after a discussion with your veterinary clinic. Please ensure your dog is fully flea treated and wormed before boarding and daycare dogs are kept up to date. Any costs associated with treatment will be payable to you on collection. 8.11 Tails Trails will be able to use Leucillin spray on your dog as a precautionary measure against viruses and bacteria. 

9. Collars/Leads

9. Collars/Leads

9.1 Please provide secure ID collars with appropriate identification tags for all visits including walks, daycare & sleepovers. Do remember your dog(s) must be microchipped and wearing appropriate ID tags while in public as per the law.  9.2 Whilst out in public any dogs under Tails Trails’ care will be wearing an appropriate ‘Tails Trails’ ID tag with the business details on it.

10. Changes to return date

10. Changes to return date

10.1 Tails Trails carefully schedules our 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. 10.2 In the event that the client is delayed on return, they must inform Tails Trails immediately, and the pet service provider will use its best endeavours to make alternative arrangements for continued cover, even when the original sitter is unable to continue with care following the assignment end date. 10.3 Tails Trails asks all clients to please keep to dropping off and collection times unless notified in advance. This greatly assists us with reintroducing your dog to the resident dogs in a calm and controlled manner. Due to the positioning of the home, this also allows us to be courteous of our neighbours and keep the traffic and noise levels to a minimum.

11. Payment

11. Payment

11.1 The pet service provider accepts cash/cheque/bank transfer. Cheques made payable to Charlotte Saville-Byrne. Any cheques which do not clear will be subject to an additional £10 administration fee. Bank details for BACS transfers are supplied with the invoices. 11.2 A 50% deposit of the total sum due is payable at the time of booking – please note stays less than 48 hours are paid in full as the deposit to secure the stay. This deposit must be paid within 72hours to secure booking, before the dates are released to other clients. 11.3 The remaining balance is due a minimum period of 48hours before the start of the stay. 11.4 Where services are required long term, the client may make payment on a monthly basis, which must be paid within 7 days of receipt or late payment fees may apply. 11.5 Where payment is not received in accordance with these terms and conditions of business, the company reserves the right not to proceed with any previously agreed arrangements.

12. Exercise/Wellbeing/Enrichment

12. Exercise / Wellbeing / Enrichment

12.1 All boarding dogs will receive at least two walks of a minimum duration of 20 minutes. Where possible boarding dogs will accompany Tails Trails on the daily walks interspersed with short crated journeys between clients. 12.2 By signing these Terms and Conditions, you consent to your dog being exercised off-site and with other compatible dogs that are well known to us. If your dog cannot be exercised in this manner then please speak to us without delay so we can arrange a suitable alternative. 12.3 Our walks are tailored to suit your dog and can be both on or off the lead – please note we will not be walking your dog off lead without your consent on the booking form. Any off lead walks will be in a safe environment away from any roads. Off lead walks will only take place should Tails Trails feel the time and place is appropriate. 12.4 Enrichment activities take place for all dogs in Tails Trails care and by signing this agreement you consent to us undertaking these activities unless we are specifically requested not to due to medical reasons etc. Enrichment takes place in forms of play, scatter feeding, snuffle mats, Kongs and socialisation with other dogs. 12.5 You consent to your dog(s) sharing our outside area with our resident dogs and any other boarding dogs for play and enrichment sessions. 12.6 You consent that dogs from the same family household will be kept together unless we are notified otherwise. 12.7 Should your dog become sick/injured or subject to any infectious disease during their time with Tails Trails your vet will be contacted immediately for advice.  12.8 Any dogs which require emergency isolation due to contagious diseases will be primarily isolated from any other dogs in a designated room – owner or their emergency contact will be required to collect the dog immediately. If this is not possible then your dog will be transferred to the veterinary clinic – any costs involved will need to be settled in full by the owner on the collection of the dog from the veterinary clinic. 12.9 You consent for your dog to be crated if they are crate trained and this forms part of their usual routine. Crates are also freely available with open doors should your dog choose to settle in there during quiet time and come and go as they please. Please note that the transportation van is professionally crated for the dog’s safety and wellbeing during travelling and they will be expected to travel in these crates for short periods of time.

13. Emergency Contact

13. Emergency Contact

13.1 Emergency contact details must be provided on your booking form should a situation with your dog arise where you are unavailable. 13.2 The emergency contact MUST be an independent person (e.g. if you are on holiday, not one of your holiday party). The emergency contact must be authorised to make a decision on your behalf if you are uncontactable. 13.3 Emergency contacts must be able to collect your dog or agree that alternative boarding arrangements can be made (e.g. at a local kennel) if the need arises. Any costs associated with alternative arrangements should the emergency contact be unable to collect/board your dog will be at your expense.

14. Training

14. Training

14.1 Tails Trails will create a training programme to the specifications of the problems assessed at the first training session and will make amendments to the training programme accordingly. 14.2 The programme is specific to the dog(s) that the programme has been designed for and should not be used in part or whole with any third party. 14.3 Handlers and/or owners remain responsible for their dogs at all times and are advised to ensure they have adequate pet or household insurance cover for liability in the unlikely event of damage or injury caused by their dog to property or to a third party. 14.4 The information and any training suggested consists of Tails Trails' personal views and are based on the information given to Tails Trails by the client or person responsible for the animal(s) and or Tails Trails' own conclusions resulting from personally gained evidence of the animal. 14.5 Training plans, for the most part, will not be successful overnight and require patience. Tails Trails cannot guarantee that this will work, as each animal is an individual case, nor is it always possible to foresee if another problem may arise as a result of the training. The information provided to you in a session is for you to then continue with to progress with results. 14.6 All programs are specific to a certain animal and should not be tried on any other pet, only the animal whose name appears on the information. 14.7 All training methods used by Tails Trails will be using positive reinforcement, no aversive methods will be recommended or tolerated. 

15. Liability

15. Liability

15.1 Tails Trails 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 Tails Trails’ reasonable control.