Temporary changes due to covid-19
We have made some changes to our usual working practices to ensure we are Covid secure. Our customers & staffs health is paramount and we want to reduce the risk of coronavirus being present or spreading in our facilities.
To reduce these risks we have made the following changes:
Cancellations & Amendments
We have amended our cancellation policy for the remainder of 2021 please see below for the new cancellation/amendment policies. We will review the dates of these policies in line with the government restriction changes to reflect any change in dates removing restrictions.
BOOKINGS FOR ARRIVALS BETWEEN 12TH APRIL 21 & 17TH JULY 21
Cancellations prior to Arrival
Any cancellations made 30 days before your dogs arrival date are able to be refunded. If you would prefer to wait a little longer we offer a credit for a future stay if you cancel up to 14 days before arrival. Any cancellations made within 14 days will result in a lost deposit but the remaining balance of the stay will not need to be paid. Any cancellation requests will be subject to a £5 cancellation fee
BOOKINGS FOR ARRIVALS BETWEEN 18TH JULY 21 & 31ST DECEMBER 21
Cancellations prior to Arrival
Any cancellations made 60 days before your dogs arrival date are able to be refunded. If you would prefer to wait a little longer we offer a credit for a future stay if you cancel up to 30 days before arrival. Any cancellations made within 30 days will result in a lost deposit but the remaining balance of the stay will not need to be paid. Any cancellation requests will be subject to a £5 cancellation fee
Last Minute Holiday Cancellations
Please be aware that we are at capacity during certain dates throughout the year. If your holiday is cancelled last minute we are unable to offer a refund on your deposit if it falls within our non-refundable timelines (see above)
BY MAKING A BOOKING YOU ARE ACCEPTING THE RISK THAT YOUR HOLIDAY MAY BE CANCELLED AND ANY DEPOSIT MADE WILL BE LOST AS OUR SERVICE WILL REMAIN AVAILABLE TO USE.
Any bookings made are under the assumption that you are aware of the possible short notice quarantine on arrival back to the UK
The UK Government may request that you complete a quarantine period once you return to the UK. If this occurs we ask that you do not attempt to collect your dog and arrange for someone outside of your household to collect on your behalf. If this is not possible you must contact us ASAP to arrange alternative methods. Anyone arriving to collect their dog from a country that must quarantine will be asked to leave. Any extra boarding fees required during this time will be added to your final balance.
BEFORE YOUR DOGS ARRIVAL
We will contact you a few days before your dog is due to stay with us to complete the majority of admin work that we used to do when you arrive to check in. This includes:
Completing our booking form
You can now complete our booking form online. We will send you an email 3 days before your dogs arrival which will have a link to complete the form. Once this has been completed it will be checked by a member of staff. If we have any questions we will contact you to clarify any points. If you are unable to complete the booking form online we are able to take this information from you over the phone.
Preparing any items you’d like to bring with your dog
As per the guidance from the CFSG we are advised not to take any belongings from your household during your dogs stay due to the risk of coronavirus being on the items. There are however items that need to be brought with your dog like their food or medication. We will advise you to collect any items that you need to bring with your dog and place them in a bin liner and left for 72 hours prior to your dogs arrival to reduce the chance of anything being on the items. If you would prefer to bring a blanket from home this must be unused/washed and placed into a bag 72 hours prior to your dogs arrival. any items that have not been sealed in a bag may be rejected.
DURING YOUR DOGS ARRIVAL
PLEASE NOTE WE CAN NOT ACCEPT ANY DOG THAT HAS COME FROM A HOUSEHOLD THAT HAVE HAD ANY CORONAVIRUS SYMPTOMS IN THE PAST 14 DAYS
For a temporary period of time we will not be allowing anyone other than staff to enter the premises. Drop offs and collections will take place outside at the entrance to the reception.
Call once arrived
Once you have arrived on the premises you will need to call us to confirm that you are here.
Dropping off your dog
Once we have confirmed you are here, a member of staff will ask you to make your way up to reception where a box for your dogs belongings will be placed at the entrance to the building. Place any necessary items into the box. We will check that all the information you submitted on your form is correct and we may need to see a copy of your vaccination card if it has expired since their last stay (Please hold this up to the screen and do not pass this to a member of staff). Once all the details have been checked hand your dog over to the member of staff who will be at the other side of the screen. Once they have taken your dog they will disinfect and wipe them clean before taking them to their room.
DURING YOUR DOGS STAY
These sessions may not occur every day depending on amount of occupancy in the kennels. Where Yappy hour isn't possible all dogs will have 1- on - 1 sessions with a member of staff instead.
We highly recommend that all dogs be bathed before collection.
DURING YOUR DOGS COLLECTION
Collection will work similarly to drop off but in reverse order. (Please bring Hand Sanitiser with you to use once you are in your car)
Call once arrived
Once you have arrived on the premises you will need to call us to confirm that you are here. We will discuss how your dogs stay has been and answer any questions you have.
All payments will now be taken remotely either over the phone or via bank transfer or via contactless card payment.
Collecting your dog
Once we have confirmed you are here, a member of staff will then place your dog & any belongings at the entrance to the building. Any belongings returned to you are recommended to be washed and disinfected ASAP.