Terms & Conditions - Our T&Cs were last updated on 06/11/2021
Our Terms and Conditions set out an agreement between you our client, dog(s) owner(s) and Puggeroomie Limited. Acceptance of a booking will confirm your acceptance of our Terms and Conditions.
Booking Policy. You agree to provide full detailed and accurate information by completing all sections relevant to you within our registration and signed disclaimer forms. During your continued use of Puggeroomie services, you agree to keep us informed of any updates and changes. All bookings are only confirmed and secured in our diary once an initial non-refundable deposit of 30% has been paid. This is then deducted from your final bill. Bookings are invoiced in advance. Our registration form will ask that if your dog(s) are insured, that you kindly share all insurance details with us. All remaining booking totals are payable on the day of arrival at Puggeroomie (unless otherwise arranged) and have been agreed in advance.
Payments Policy All payments are to be submitted either by BACS or by CASH Puggeroomie Limited bank account details can be found on all our invoices.
Cancellation Policy At Puggeroomie we have a limited number of spaces available, and as such:- All cancellations must be notified to Puggeroomie Limited in writing or via email for the attention of Mrs Joe Lee Managing Director. We reserve the right to invoice you due to late last-minute cancellations. The following cancellation charges apply.
Staycation Cancellation A 30% non-refundable deposit is payable upon booking with any outstanding balance payable on the day of your arrival. Ten hours / Five hours / Meet & Greet No refund given *Due to short notice it would be extremely unlikely that this space could be filled by another customer
Transferring 30% deposit monies onto future bookings. In the event of cancelling a confirmed booking but wishing to secure other proposed future dates. Puggeroomie will hold monies on account or transfer 10% only of your initial 30% deposit for any future board. 20% of a board that never took place is then put towards areas of our business such as our overheads and general running costs for that tax period. *Any monies held on account that is not used within a 12 month period on the 13th month is then put towards other areas of our business such as our overheads and general running costs for that tax period.
Failure to pay your invoice inside the dates specified may result in third party debt collection.
Cancelling in a time of covid-19 At Puggeroomie we understand your holiday or flight may be cancelled by your travel company in a time of Covid 19. We advise it is worth checking to see if your holiday insurance covers you for pet boarding. Cancellations must be notified to Puggeroomie Limited in writing or by email for the attention of Mrs Joe Lee – Managing Director. Please note that in circumstances where we are still in a position to deliver our services as normal our standard cancellation policy will apply. We carefully manage cancellations of each individual booking whereby additional monies other than that of a non-refundable deposit may be held on account.
Our rights to cancel policy We will end our contract if you break our contract. We may end our contact at any time by writing if:- 1, You do not make any payment to us when it is due. 2, You do not, within a reasonable time of us asking, provide us with all the necessary information that we require from you for us to provide our services. Any monies on account for that booking will be refunded minus an administrative charge of £50.00.
Cost, Charges and Fees Policy Staycation costs are charged per night (an overnight stay) Monday to Sunday £30.00 per dog.
Arrival times are between 8am & 10am. Unless agreed in advance.
Collection times are between 8am & 10am. Unless agreed in advance.
Ten Hours Staycation is charged for ten hours stay. Arrival times between 8am and 10am. Last collection time is by 6pm no later.
Five Hours Staycation is charged for five hours stay. Arrival times between 8am and 10am. Last Collection is by 1pm.
Additional family dogs are offered a discounted charge.
Bank holidays incur additional charges. The additional bank holiday charges are as follows; £10.00 a dog. £5.00 additional family dogs.
Christmas and New Year we charge double rate.
Meet & Greets are charged at £10.00 in advance for an hour. This charge is then deducted from the final bill of choosing our home boarding services.
All late collection fees are payable if length of stay exceeds actual hours booked. If pre-arranged collection times are not adhered to late collection fees will incur. Puggeroomie will allow one-hour grace period to account for traffic disruptions etc. After one hour a fee of £10.00 per dog will be charged. Failure to pay your invoice inside the dates specified may result in third party debt collection.
Behaviour Your dog(s) must not be known to excessively chew, excessively scratch or destroy furniture or house fittings under normal circumstances. Should your dog’s behaviour become uncontrollable, aggressive, destructive, or unreasonable, you accept that your dog(s) could be placed with your emergency contact. The same applies for dogs suffering extreme separation anxiety. At puggeroomie we do take into account the wellbeing of all dogs concerned and adhere to a five star licence.
Transfer fee Failing your emergency contact, Puggeroomie will contact an alternative such as a dog boarding service/kennel at your own expense until your return and will be subject to a £50.00 transfer charge.
Damage fee Any damages caused by your dog(s) to our home or possessions other than reasonable everyday wear and tear will be paid for by you directly by you on your return. A damage fee will be charged accordingly to the damaged caused.
Emergencies In the event of an emergency, you agree to reimburse Puggeroomie within seven days of any outstanding veterinary bill if your chosen vet cannot invoice you directly.
Animal Welfare Policy Vaccinations Flea and Worm Treatments Dogs staying with Puggeroomie must be up to date with their vaccinations, anti-flea and anti-worm treatments. Evidence of vaccinations will need to be seen and photocopied prior to arrival.
Kennel Cough Although we do not insist dogs are inoculated against kennel cough, we advise you discuss this with your vet prior to boarding at Puggeroomie. If you choose not to vaccinate against kennel cough you should note that Puggeroomie are not liable for any illnesses or infections picked up as a result from walking your dog in public places such as fields, woods, and parks. Please note that any dogs showing signs of kennel cough will be turned away.
General Health You will deliver your pet in a clean condition, without any signs of contagious infection. Any dog(s) showing signs of contagious infection prior to boarding will not be boarded in compliance with our Animal Boarding Licence. You agree that your dog(s) will socialise with other dogs and you accept the risks involved and agree that Puggeroomie are not liable for any illnesses, behavioural changes, weight loss, weight gain or injuries resulting during your dog’s attendance.
Food You will need to supply the necessary amount of dog food for the duration of your dog’s stay. If additional food is required, you agree upon presentation of a receipt to refund Puggeroomie when you collect your dog.
Emergency Contact Details of a UK contact must be provided in case of an emergency. The contact provided should be aware he/she will make the final decisions regarding your dog’s treatment and he/she will provide the necessary payment to the vets whilst your dog boards with Puggeroomie. If an emergency contact is not provided or cannot be reached within a reasonable time frame, then you agree to Puggeroomie and the veterinary surgeon making a joint decision based on the best interests of your dog. You also agree upon presentation of a receipt to reimburse Puggeroomie if in some instances we use our £100.00 per dog we keep aside for initial consultations and minor medications to allow prompt treatment.
Toileting You must confirm that your dogs(s) are adequately house trained and that any excessive soiling because of lack of house training may result in a soiling fee being charged if any damage has been caused by excessive toileting. We also ask if you are aware that your dog may scent mark for example your dog may have impacted secreting anal glands that they see a vet or professional groomer for treatment prior to sharing time at Puggeroomie. Such conditions should be noted on completing a booking form and dates of treatment will be receipted accordingly by Puggeroomie prior to arrival.
Walking Dogs can only be walked off lead with the owner’s permission.
Medication Dogs requiring medication will only be administered by signed owners’ consent. Puggeroomie prefer when taking into account animal welfare as a whole, that all medications administered are to be in original packaging from your registered vet with clear dosage instructions. However, non-prescribed medications will only be administered with written consent that you are happy we are to use a particular non prescribed medication/product on your dog(s) in your absence.
Crate Usage Crate usage is only accepted by signed owners’ consent and in keeping with our rules and regulations with our animal welfare licence.
Shared Environment Shared dog environment indoors and outdoors in our facilities is by owners signed consent.
Pet Transportation Pet travel is by signed owners’ consent.
Personal Possessions Keys: If required by you, we are to keep keys to your property for the purposes of access to your pet. All keys will be labelled with your pet name, not your personal details. Keys are kept in a locked cabinet. In the event of loss of keys while in our care, we will advise you, and our insurance will cover the cost of changing your locks. All personal belongings must be logged, signed, and submitted prior to arrival.
Pampering Sessions Dogs requiring baths and any cleaning during their stay will need signed owner’s consent.
Puppies Puppies under one years of age will need to complete an owner's signed disclaimer.
Gender Regarding unneutered/unspayed adult dogs please enquire direct to Joe Lee for further information.
Temperament, gender, age and size are all taken into consideration.
Additional notes We are unable to accept dogs with aggression problems towards other dogs or people and subject to the terms of the Dangerous Dogs Act 1991. Dog Hybrids registered under the Dangerous Wild Animal Act 1976 (eg wolf hybrids) are not accepted for home boarding.
Specialist Training Puggeroomie kindly ask that if you are undergoing any special behavioural training that we are to be included/updated on a regular basis from your chosen behavioural therapist/trainer. For example; Separation Anxiety - Puggeroomie like to be included with the gradual process of introduction or reintroduction into home boarding. At Puggeroomie we like to work together/along side with your chosen trainer and yourselves as dog owners. At Puggeroomie we take into the account the wellbeing of all dogs under our care within in our family home. Failure to communicate efficiently can result in Puggeroomie terminating our contract with immediate effect.
Our Animal Boarding Licence We have been awarded a five-star animal boarding licence at higher stand with Gosport Borough Council following inspections. Our licence number is BOES/165/2. Approved by all current Health and Safety legislation. Approved and we abide by all National and Local Laws and Byelaws. Defra Compliant. You are happy and adhere to Puggeroomie this binding contract and our privacy and data protection policy. Summary of your legal rights This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit The Citizens Advice Bureau website. The Consumer Rights Act came into force 1st October 2015. To obtain more information for your own personal records here is their website www.adviceguide.org.uk or you can directly contact the consumers helpline on 03454 04 05 06.
INFORMATION PUGGEROOMIE MAY COLLECT FROM YOU: We kindly ask our clients to complete our booking form to receive any of our services. The personal details requested are what we describe as personal data and identifiable information.
HOW WE USE THE INFORMATION WE COLLECT FROM YOU: The information you provide is only used to fulfil your request. Unless you grant Puggeroomie permission to use it in another manner. The information you provide is not shared or sold to any third party, companies or organisations. Puggeroomie do not store any debit or credit card details on our servers. All payments are made redirecting you to Lloyds Bank our one payment processor where Lloyds Bank are responsible for taking your payment through a safe and secure electronic transfer. We also accept cash payments.
HOW LONG WE KEEP THE INFORMATION WE COLLECT FROM YOU: Whenever we collect your personal data we will only keep it for as long as is necessary for the purpose for which it was collected and in line with our legal responsibilities and obligations. At the end of that retention period your data with be deleted and hard copies shredded.
YOUR RIGHT TO WITHDRAW CONSENT: Whenever you have given us your consent to use your personal data you have the right to change your mind and withdraw consent at anytime, however we are still required to hold your information under our legal obligations relating to accounting procedures if you have used our services and we have invoiced you or received payment from you. Please contact HMRC for further details.
SHARING YOUR INFORMATION: We will not distribute, sell, or lease your data to any third party without your consent or unless required to do so by law.
HOW WE STORE YOUR INFORMATION. DATA SECURTIY: Your personal data and identifiable information is kept secure on password protected devices only authorised employees have access.
SOCIAL MEDIA: We use social media to promote our business, share events, and other businesses and organisations websites. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites. We will only share photos, videos, and entries relating to your dog with your permission which is sought on our booking form.
DISTRIBUTION OF INFORMATION Puggeroomie may share information with Government Agencies when asked. Such as The Police, Animal Walfare or other companies assisting us with fraud prevention or investigation. Puggeroomie may do so when:-
Permitted or required by law.
Trying to protect against or prevent actual or protentional fraud or unauthorised transactions.
Investigating fraud which has already taken place.
The information is not provided to these companies for marketing purpose.
Our office is open Monday to Friday. We are staffed 24 hours a day.