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Licensed & Insured

Fully insured for your peace of mind

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Home Environment

Your pet stays in our family home

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Free Meet & Greet

We'll visit you before any booking

Policies & Procedures

Our commitment to the safety, wellbeing, and happiness of your pets.

These policies are designed to ensure the safety and wellbeing of all pets in our care, our family, and our team. Please read them carefully before booking.

1. Booking & Enquiry Policy

All bookings begin with an enquiry submitted through our website. Once we receive your enquiry, we will contact you within 24 hours to discuss your requirements and arrange a free meet & greet. No booking is confirmed until after a successful meet & greet and completion of the online booking process, including document signing and payment of the required deposit.

  • Enquiries are free and carry no obligation.
  • A meet & greet is required for all new clients before their first booking.
  • Bookings are only confirmed once the deposit has been paid and all required documents have been signed.
  • We reserve the right to decline any booking at our discretion.

2. Meet & Greet Policy

The meet & greet is an essential part of our process. It allows us to get to know you and your pet, understand their needs and personality, and ensure they will be happy and comfortable in our home. It also gives you the chance to see where your pet will be staying and ask any questions.

  • Meet & greets typically last 30-45 minutes.
  • We ask that all members of the household and the pet(s) attending the booking be present.
  • Please bring your pet's vaccination record and any relevant medical information.
  • This is a great opportunity for your pet to meet our dog and familiarise themselves with the environment.

3. Vaccination & Health Requirements

The health and safety of all pets in our care is our top priority. We require all pets to be up to date with their vaccinations and to be in good general health.

  • Dogs must be up to date with their annual booster vaccinations (including kennel cough).
  • Cats must be up to date with their annual vaccinations.
  • All pets must be flea and worm treated regularly.
  • Proof of vaccination must be uploaded during the booking process.
  • Pets with contagious illnesses or conditions will not be accepted.
  • If your pet becomes unwell during their stay, we will contact you immediately and, if necessary, take them to our registered veterinary practice.

4. Medication & Special Needs

We are happy to administer medication as prescribed by your veterinarian. Please provide clear instructions and sufficient medication for the duration of the stay plus a contingency day.

  • All medications must be in their original packaging with clear dosage instructions.
  • Please disclose any medical conditions, allergies, or special needs during the meet & greet.
  • We reserve the right to charge an additional fee for pets requiring complex medical care.

5. Behaviour Policy

We welcome pets of all temperaments and work with each pet individually to ensure they feel safe and comfortable. However, for the safety of all pets and people involved, we ask that you disclose any behavioural concerns during the meet & greet.

  • Aggressive behaviour towards people or other animals must be disclosed in advance.
  • Pets with severe separation anxiety may require additional considerations.
  • We reserve the right to terminate a booking early if a pet's behaviour poses a risk to themselves, other pets, or our family.
  • Early termination due to behaviour issues does not qualify for a refund.

6. Cancellation & Refund Policy

We understand that plans can change. Our cancellation policy is designed to be fair to both our clients and our business.

  • Cancellations made 7 or more days before the booking start date: full refund of any deposits or payments made.
  • Cancellations made between 3-6 days before the booking start date: 50% refund of any deposits or payments made.
  • Cancellations made less than 3 days before the booking start date: no refund.
  • Bookings can be amended free of charge up to 7 days before the booking start date.
  • We reserve the right to cancel a booking at any time due to unforeseen circumstances. In such cases, a full refund will be provided.

7. Emergency Procedures

Your pet's safety is our primary concern. In the unlikely event of an emergency, we have clear procedures in place.

  • We are registered with a local veterinary practice and have their contact information readily available.
  • In the event of a medical emergency, we will contact you immediately and transport your pet to the vet.
  • If we cannot reach you, we authorise the vet to provide necessary treatment.
  • You will be responsible for any veterinary costs incurred.
  • We hold appropriate pet care insurance.
  • Please provide emergency contact details during the booking process.

8. What to Bring

To ensure your pet has a comfortable stay, we recommend bringing the following items:

  • Your pet's usual food (enough for the full stay plus a contingency day).
  • Any medications with clear instructions.
  • Favourite toys or comfort items.
  • Bedding or a blanket with familiar scents.
  • Collar/harness with ID tag and lead.
  • Poop bags.

9. Privacy Policy

We respect your privacy and are committed to protecting your personal data.

  • Personal information collected during the booking process is used solely for the purpose of providing our services.
  • We do not share your personal information with third parties except where required by law or with your explicit consent.
  • Your data is stored securely and retained only as long as necessary for legal and accounting purposes.
  • You have the right to request access to, correction of, or deletion of your personal data.
  • Photos of your pet may be used for social media with your permission.

10. Contact Us

If you have any questions about our policies or procedures, please don't hesitate to get in touch.