TERMS & CONDITIONS
Our Terms and Conditions set out an agreement between you our client(s), dog(s) owner(s) and Puggeroomie®. Acceptance of a booking will confirm your acceptance of our Terms and Conditions.
BOOKING POLICY
We kindly ask that you agree to provide full detailed and accurate information by completing all sections within our registration and booking process. Per booking with us we also ask that you complete and sign all disclaimer forms granting us certain permissions relevant to your dog’s time shared at Puggeroomie®. The more information you provide enables us to better mimic routines creating a comfortable home from home experience.
PERSONAL DETAILS
During your continued use of our services, we kindly ask that you agree to keep us informed of any updates and changes to your personal details.
DOGS DETAILS
During your continued use of our services, we kindly ask that you agree to keep us informed of any updates and changes to your dog’s details including any changes to their health and behaviour.
BOOKING PROCESS
Within our booking process we do ask that if your dog(s) are insured, that you kindly share all insurance details with us. Insurance at Puggeroomie® is not compulsory; however, it is recommended. Puggeroomie® are insured for any accidents or emergencies that could occur; however, our insurance only covers while your dogs(s) are in our care, and our coverage amount is limited. Please ask to see our original insurance documents. Details of our insurance cover can also be found in our frequently asked questions section on our website.
Invoices
All bookings are invoiced in advance through our professional Pet Sitter Plus software. Their website is www.petsitterplus.com
SERVICES OFFERED
MEET & GREETS
Meet and greet appointments are only confirmed and secured into our diary once a small non-refundable payment has been received. This payment secures our potential new client(s) a 30-minute appointment. This fee also prevents last minute non-attendance.
Trial Session
Trial Session bookings are only confirmed and secured in our diary once an initial non-refundable deposit has been paid. This small deposit is then deducted from your final bill
DAYCARE
Daycare bookings are only confirmed and secured in our diary once an initial non-refundable small deposit has been paid. This small deposit is then deducted from your final bill.
HOME BOARDING
Home Boarding bookings are only confirmed and secured in our diary once an initial non-refundable deposit has been paid. This small deposit is then deducted from your final bill.
ARRIVAL & DEPARTURE TIMES
Daycare Arrival & Departure Times
Stated on our website is an example an arrival time between 8am & 9am and a departure time same day by 6pm. A booking alike to this is included with our stated prices found on our website.
Boarding Arrival & Departure Times
Stated on our website is an example an arrival time between 8am & 9am and a departure time next day by 10am. A booking alike to this is included with our stated prices found on our website.
COST, CHARGES & FEES POLICY
Meet & Greet
Price: £ To be confirmed at a later date.
Time: To be confirmed at a later date.
*% is then deducted from the final bill of choosing our home boarding service.
Trial Session
Price: £ To be confirmed at a later date.
Time: To be confirmed at a later date.
Daycare
Price: £ To be confirmed at a later date.
Time: To be confirmed at a later date.
Home Boarding Price
£ To be confirmed at a later date.
Time: per night/an overnight stay.
Additional Charges
Additional charges will apply if wanting to arrive earlier or wanting to depart later. These times must be agreed in advance.
Public Bank holidays incur additional charges of 50%.
Christmas & New Year we charge double rate.
Discounted Fees
Additional family dogs are offered a discount of £ TBC. per dog.
Late Collection
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 £ TBC. per dog will be charged.
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 £ TBC. 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.
Payments Policy
All payments are to be settled either by internet banking or by cash. Puggeroomie® bank account details can be found on all our Pet Sitter Plus invoices. All remaining booking totals are payable on the day of arrival at Puggeroomie® unless otherwise arranged and this has been agreed in advance prior to your arrival day. Failure to pay your invoice inside the dates specified may result in third party debt collection.
CANCELLATION OF OUR SERVICES
Cancellation and Refund Policy
At Puggeroomie® we have a limited number of spaces available, and as such: -
All cancellations must be notified to Puggeroomie® via email only for the attention of Mrs Joe Lee Managing Director.
Our email is info@puggeroomie.com We reserve the right to invoice you due to late last-minute cancellations.
The following cancellation charges apply.
Meet & Greet Cancellation
No refund given
*Due to short notice, it would be extremely unlikely that this space could be filled by another customer
Trial Session Cancellation
No refund given
*Due to short notice, it would be extremely unlikely that this space could be filled by another customer
Daycare Cancellation
No refund given
*Due to short notice, it would be extremely unlikely that this space could be filled by another customer
Home Boarding Cancellation
A non-refundable deposit is payable upon booking with any outstanding balance payable on the day of your arrival.
*Due to short notice, it would be extremely unlikely that this space could be filled by another customer
Cancelling due to covid
At Puggeroomie® we understand your holiday or flight may be cancelled by your travel company in a time of Covid. We advise it is worth checking to see if your holiday insurance covers you for pet boarding.
All cancellations must be notified to Puggeroomie® via email only for the attention of Mrs Joe Lee Managing Director.
Our email is info@puggeroomie.com
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.
MONIES ON ACCOUNT + TRANSFERRING MONIES ON ACCOUNT
Holding monies on account
In the event of cancelling a confirmed booking but wishing to secure other proposed future dates. Puggeroomie® will hold monies on account. 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 are 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.
Transferring monies on account
Transferring deposit monies onto future bookings.
In the event of cancelling a confirmed booking but wishing to secure other proposed future dates. Puggeroomie® will transfer monies on account 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 are 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.
Puggeroomie® RIGHTS TO CANCEL OUR SERVICES
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 £TBC.
ANIMAL WELFARE
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 all risks that may occur. You 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 considering 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.
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 TBC star licence.
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.
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’s 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 (e.g. 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/alongside 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 TBC animal boarding licence at higher stand with TBC Council following inspections. Our licence number is TBC. 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.
LEGAL RIGHTS
Summary of your legal rights
Puggeroomie® terms & conditions 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 Tel: 03454 04 05 06.
Privacy Policy & Data Protection.
Information Puggeroomie® may collect from you.
We kindly ask our clients 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 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 any time, 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 Security.
Your personal data and identifiable information are kept secure on password protected devices only authorised employees have access.
Visitors to our website.
A cookie is a small text string which is often an anonymous unique identifier that is sent to your browser from our servers and stored on your computer’s hard drive. When you visit our website www.puggeroomie.com a cookie is set which is then read on subsequent pages. Puggeroomie® use cookies for several purposes, including keeping track of estimated reports of our total audience size and traffic on the internet. Cookies are not shared with any third parties.
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.
Distribution of information.
Puggeroomie® may share information with Government Agencies when asked. Such as The Police, Animal Welfare 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.