Terms & Conditions of Service

These Terms and Conditions of Service apply to all boarding kennel and cattery bookings at Crowbank Kennels & Cattery. Unless expressly varied in the “Doggy Daycare” section below, they also apply to dogs attending our Doggy Daycare services.

Fees and Deposits

All bookings are subject to availability and acceptance by Crowbank Kennels & Cattery.

When submitting a booking request, you will be asked to provide card details. No payment is taken at this stage. We aim to review booking requests within 24 hours, but this is not guaranteed.

By submitting a booking request, you confirm that you intend for us to proceed with the booking if availability allows, and you authorise us to charge the applicable deposit and booking fee if your booking is accepted.

A booking is only confirmed once we have accepted your request and successfully charged the deposit and booking fee.

If your booking request is not accepted, no charge will be made.

All bookings are secured with a deposit of £50 for the kennels and £30 for the cattery, but never more than 50% of the boarding cost. The boarding cost refers to the cost of the stay excluding any booking fee or other additional charges.

In addition to the deposit, a non-refundable booking fee will be charged to cover administrative and payment processing costs. The applicable booking fee will be clearly displayed during the booking process and forms part of the total price.

The total amount charged at the time of booking confirmation will be the deposit plus the booking fee.

If the deposit and booking fee cannot be successfully processed, the booking will not be confirmed and may be released.

The full balance of your booking (being the remaining boarding cost after deduction of the deposit) is due at check-in. We accept both cash and card payments.

Collections after 12:30 pm on the final day are charged as an additional night.

We reserve the right to revise our prices from time to time. All prices quoted will be at the rate prevailing at the time of booking. All prices charged will be at the rate prevailing at the time of boarding.

Double rates apply on Christmas Day, Boxing Day, and New Year’s Day. All other holidays are charged at the standard rate.

There is a two-day minimum charge on all bookings, regardless of the length of stay.

The kennels and cattery are heated in cooler months to keep everyone comfortable. If energy costs rise significantly, we may add a small seasonal heating supplement between November and March.

Card details are securely handled by our payment processor and are not stored directly by Crowbank Kennels & Cattery.

Refunds

The deposit is refundable for up to 7 days after payment. You may cancel your booking within this 7-day period for any reason and receive a refund of the deposit. The booking fee (as displayed during the booking process) is non-refundable.

Please contact us in writing (via email or Facebook message) if you need to amend or cancel your booking.

You may withdraw your booking request at any time before it is accepted by contacting us. Once a booking has been accepted and the deposit and booking fee charged, the booking is subject to these Terms and Conditions, including the cancellation provisions.

Cancellations

Booking cancellations must be made in writing (via email or Facebook message) a minimum of 14 days before the start of your booking. If you fail to cancel or to appear on the check-in date, you will be liable for, and agree to pay, the entire booking balance.

We do not give credit for early returns. You will be charged for the period booked.

Opening Hours

We will only check in and check out animals within our opening hours: 10:00–12:30 and 14:00–17:30 daily.

We are closed to the public on Christmas Day and New Year’s Day.

You will be assigned a time slot for check-in and check-out to avoid undue delays. If you are late or early for your check-in, you may need to wait to be served.

Late returns are payable at our normal daily rate.

Pets cannot be collected or dropped off outside our opening hours, regardless of circumstances.

Vaccinations

All cats and dogs boarded must have full primary vaccinations and be up to date with their boosters.

Dogs must have a current Kennel Cough vaccination. Kennel Cough vaccination must be administered at least 7 days prior to arrival. Please ask your vet for the Kennel Cough vaccination, as it is not always administered as standard.

Puppies and kittens may board once they have completed their primary vaccination course and the vet-advised waiting period.

A copy of the current certificate of vaccination must accompany each pet. We also accept electronic images uploaded through our check-in form or sent by email ahead of check-in.

Failure to provide a valid vaccination card for each pet will prevent them from boarding. In this instance, your booking may be cancelled, but you will remain liable for the boarding fees in full.

Contagious Conditions

We cannot accept pets showing signs of contagious illness such as coughing, vomiting, diarrhoea, or fever, or those who have had these symptoms in the last 48 hours.

If your dog has had Kennel Cough, they must be fully recovered and symptom-free for 14 days before boarding. If they have had recent close contact with a coughing dog, please speak to us first.

Worm and Flea Treatments

All pets must be treated for worms, ticks, and fleas using vet-prescribed treatments. Treatment should be administered at least 7 days before check-in. Please check with your vet how long each product will protect your pet.

Pets will be inspected upon check-in, and we will not accept pets found or suspected of carrying fleas. You will still be liable for the full original cost of the booking.

If fleas are discovered on your pet after check-in (for example, if they were missed during inspection or reappear after recent treatment), we will arrange appropriate treatment for your pet and fumigation of their accommodation. You are responsible for all associated costs.

Male Cats

Male cats over 6 months old must be neutered in order to board.

Aggressive/Dangerous Dogs

We cannot accept dogs registered under the Dangerous Dogs Act for boarding.

We cannot accommodate dogs that show aggression towards people. If a dog displays aggressive behaviour towards our staff, we will contact you to arrange their immediate collection.

Pets Sharing

Only pets from the same household may share a kennel or chalet. This is a strict requirement under our boarding licence, and we will not be able to make any exceptions.

If you prefer to board your pets in separate kennels or chalets, please let us know in your booking request.

Bitches in season may board but cannot share with an intact (entire) male, even if from the same household.

We reserve the right to refuse or end sharing at any time based on behaviour (e.g., fighting), medical concerns, or welfare. Sharing is always at your risk. We are not liable for injury resulting from family members sharing accommodation, except in the event of negligence or breach of statutory duty.

Should pets be separated, the sharing discount will end, and individual rates will apply from the point of separation.

Photos and Videos

Unless explicitly requested otherwise, we may photograph and video your pets, post such photographs and/or videos on our social media or website, and use them in our marketing materials. All such materials are the property of Crowbank Kennels & Cattery. We will only use the pet’s first name.

Diets

We reserve the right to change your pet’s diet based on their eating habits and digestive condition.

We cannot accept raw diets or food that must be stored frozen. We do not provide freezer storage for boarding pets. Home-cooked or pre-prepared meals are welcome, including meals that arrive frozen, provided they can be safely defrosted and stored in our refrigerators. All such meals must be supplied in clearly labelled, individual portions, with full feeding instructions.

Personal Belongings

We do not require any personal items such as toys or bedding, except for a travel box for your cat.

Dogs must be brought to reception on a lead, which will be returned to you once check-in is completed.

Any items brought must be clearly marked with your pet’s name.

We will endeavour to return personal items at the end of the stay. However, we are not liable for any loss of or damage to these items.

We reserve the right to discard any item due to health, safety, or hygiene reasons.