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 secured with a deposit of £50 for the kennels and £30 for the cattery, but never more than 50% of the total amount due.
Your space is not guaranteed until your deposit has been received and you have been sent an emailed confirmation with a booking number. If, by the time your deposit is received, we no longer have space, we will let you know and refund your deposit immediately.
The full balance of your booking 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.
Refunds
Deposits are refundable for up to 7 days after payment. You may cancel your booking within this 7‑day period for any reason and receive a full refund. After 7 days, deposits are non-refundable and non-transferable.
Please contact us in writing (via email or Facebook message) if you need to amend or cancel your booking.
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 endeavor 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.
Collection
You are responsible for checking the condition of your pet at the time of collection. We will not accept any claims for injury, illness, or change in condition unless the issue is reported before the pet leaves the premises. Once the pet has left our care, you will be deemed to have accepted that it was returned in good health and condition unless concerns were raised before departure.
Certain conditions — including but not limited to Kennel Cough and other infections with incubation periods — may develop after boarding despite appropriate vaccination and hygiene precautions. We cannot guarantee protection from such conditions.
If a health issue arises after boarding, you should contact us promptly. Where there is reasonable evidence to suggest that the issue arose during the pet’s stay, we may, at our sole discretion, offer a contribution towards reasonable veterinary costs.
Failure to Collect and Abandoned Pets
If a pet is not collected on the agreed departure date, and no alternative arrangement has been agreed with us, we will make reasonable efforts to contact the owner and the emergency contact(s) using the details provided at the time of booking.
If, after 7 days from the scheduled departure date, we have been unable to contact you or agree on appropriate arrangements, the pet may be treated as abandoned. In that situation, we will act in the best interests of the animal, which may include rehoming the pet through a reputable rescue organisation or surrendering the pet to the local authority or an appropriate animal welfare organisation.
Any costs incurred by us as a result of such action (including extended boarding fees, veterinary fees and rehoming costs) will remain the responsibility of the owner.
Medications
We are happy to administer medication during your pet’s stay.
All prescription medication must be clearly labelled by a veterinary professional, showing the pet’s name and dosage instructions. You must provide enough medication to cover the full duration of the stay, including additional supply in case of delay.
There is no charge for administering routine medication during our normal operating hours. However, we reserve the right to apply an additional fee for any treatment, care, or medication that, in our judgment, is time‑consuming, requires repeated or specialised handling, or must be administered outside normal working hours. Where possible, we will inform you in advance of any additional charges.
Veterinary Care
Crowbank Kennels & Cattery has access to a 24‑hour on‑call veterinary service. Should your pet become unwell or injured during their stay, and we feel it is warranted, we will take your pet to a veterinary practice as soon as reasonably possible.
We will take your pet to their regular vet or to our vet — Apex Vets in Denny.
You are responsible for all veterinary costs, including consultation fees, treatment, medication, transport, and follow‑up care. These costs are payable in full at checkout.
We may try to contact you ahead of the appointment to ask you to instruct your vet to release the pet’s records.
A £15 surcharge will be applied for each visit to the vet to cover transport and staff time.
Damages
You are responsible for any damage or injury caused by your pet to Crowbank staff, other boarders, property, equipment, or facilities. You agree to pay any costs caused by your pet.
Limitation of Liability
We exercise all reasonable care to ensure the wellbeing, safety, and comfort of pets in our care, and we do our utmost to make each stay a positive experience. However, pets are boarded entirely at your risk. By leaving your pet in our care, you agree to release us from all liability for illness, injury, or death except where caused by our negligence or breach of statutory duty.
Force Majeure
“Force Majeure” refers to any circumstances beyond our reasonable control, including but not limited to fire, flood, epidemic, pandemic, extreme weather, war, terrorism, power failure, or breakdown of transport or communication systems.
If, due to Force Majeure, at the start of your booking our facilities are unavailable or unsuitable for boarding, or we are unable to operate due to staffing or safety reasons, we will refund all fees and deposits paid in advance.
If, due to Force Majeure during your pet’s stay with us, our facilities become unavailable or unsuitable for boarding, or we are unable to operate due to staffing or safety reasons, we may shorten your booking and will refund any unused portion.
We are not liable for any further loss or damage, including costs associated with cancelled travel or arranging alternative pet care.
Doggy Daycare
Application of these Terms
Unless expressly varied in this Doggy Daycare section, all other provisions of these Terms and Conditions of Service (including those relating to vaccinations, contagious conditions, worm and flea treatments, diets, medications, veterinary care, damages, limitation of liability and force majeure) apply equally to dogs attending Doggy Daycare.
If there is any inconsistency between this Doggy Daycare section and any other part of these Terms and Conditions of Service, this Doggy Daycare section will take precedence in relation to Doggy Daycare services only.
Daycare Bookings and Assessment
All Doggy Daycare bookings must be made in advance using our daycare booking system or as otherwise directed by us.
Before accepting a dog into regular daycare, we may require an initial assessment or trial session to determine whether daycare is suitable for that dog. Acceptance for one session does not guarantee acceptance for future sessions.
We reserve the right, at our sole discretion, to refuse or discontinue daycare for any dog if we consider that daycare is not in that dog’s best interests or is unsafe for other dogs or staff.
Daycare Fees and Payment
Current daycare fees (including any transport charges and surcharges) are set out on our website and/or in our daycare booking system and may be updated from time to time.
Unless we agree otherwise in writing, payment in full for Doggy Daycare is required at the time of booking or, in any event, prior to your dog’s arrival for daycare, rather than at check-in.
For the avoidance of doubt, this Doggy Daycare section varies the “Fees and Deposits” and “Refunds” provisions of these Terms in respect of Doggy Daycare. Boarding deposits, booking fees and balance-on-check-in requirements apply to boarding and cattery stays and do not apply to individual daycare sessions.
Daycare Cancellations, Changes and No-Shows
You may cancel or amend a daycare booking using the online daycare booking system (or by contacting us, where we allow this) in accordance with the options available there from time to time.
Where a paid daycare session is cancelled in line with the options available in the daycare booking system, we will normally allow the session credit to be reused against a future daycare booking, within the validity period shown in the booking system or otherwise notified to you.
If you fail to cancel and do not bring your dog for a booked daycare session, we may treat the session as used and no refund or credit will be due.
For the avoidance of doubt, the 14-day cancellation provisions that apply to boarding and cattery stays do not apply to individual Doggy Daycare sessions, which are governed by this Doggy Daycare section and the rules of the daycare booking system.
Daycare Arrival, Collection and Transport
Drop-off and collection times for daycare are as stated on our website and/or in the daycare booking system. We may charge an additional fee if a dog is not collected within our published daycare hours.
Where we offer daycare transport, the availability, routes and charges for this service will be stated on our website and/or daycare booking system. Transport is offered at our discretion and may be withdrawn or varied at any time.
Dogs transported by us as part of a daycare booking remain in our care and are covered by these Terms and Conditions of Service throughout transport.
Health, Vaccinations and Behaviour for Daycare
The same vaccination, parasite-treatment, diet and health requirements that apply to boarding also apply to Doggy Daycare. You must ensure your dog meets these requirements and provide evidence upon request.
You must inform us before each daycare session if your dog has been unwell, has suffered any recent injury, or has been in contact with any infectious or contagious disease.
You are responsible for telling us about any behaviour issues (including aggression, reactivity, resource guarding, anxiety or escape behaviour). We may refuse or discontinue daycare if we consider that your dog’s behaviour poses a risk to itself, other dogs or people.
Veterinary Treatment and Liability for Daycare
The provisions of these Terms relating to veterinary care, damages, limitation of liability and force majeure apply equally to dogs attending Doggy Daycare.
In particular, you authorise us to seek veterinary treatment for your dog if we reasonably believe it is necessary during a daycare session, and you agree to be responsible for all associated veterinary costs, including consultation fees, treatment, medication, transport and follow-up care.
Our limitation of liability and exclusions of liability in these Terms apply to Doggy Daycare services in the same way as they apply to boarding, except where expressly varied in this Doggy Daycare section.
