Terms & Conditions

1. Check-In & Check-Out

Opening Hours: Monday to Sunday: 9:30 am – 11:00 am and 4:00 pm – 5:00 pm.

Charging Structure: Payments can be made by card, cash or bank transfer.

Collections between 9:30 am – 11:00 am will not include that day's charge.

Collections after 11:00 am will incur a full day's charge.

Late Pick-ups: Failure to collect within the agreed time period will incur an additional charge of £7 per hour until collected.

Scheduling: Collection times must be agreed upon in advance within standard opening hours. If collecting early, please notify us at least 24 hours prior to schedule a check-out time.

Unannounced Arrivals: Please do not arrive unannounced; our team may be busy caring for animals and unable to assist you immediately. If collecting early, please notify us at least 24 hours prior to schedule a check-out time. Please do not arrive unannounced.

2. Contact & Enquiries

Business Hours: Our team is available by phone and message from 8:30 am to 5:00 pm, Monday to Sunday. Outside of these hours, staff are dedicated to hands-on care, feeding, and nighttime routines for resident guests.
Arrival Protocol: To ensure guest safety and respect our family home, please check in at the Kennel Reception upon arrival. We kindly ask visitors not to knock on the private house door, as this causes excited barking among the dogs.

3. Arrival & Identification

Responsibility: Your dog remains your responsibility until you have checked in at reception and handed your dog over to a member of Cottage Kennels staff.

Contact Information: You are responsible for keeping your contact information up to date with us.

ID Tags: Owners must ensure their dog wears a collar with an identification tag stating the owner’s name and telephone number. While off the premises, the dog will wear a tag displaying our facility's identification details.

4. Vaccinations & Health Protocols

Core Vaccinations & Titre Testing

All dogs must be fully vaccinated against core canine diseases in accordance with current veterinary guidelines. A copy of your dog’s up-to-date vaccination record must be provided prior to arrival or presented upon check-in.

Titre Testing: While we accept valid, up-to-date titre test certificates as proof of immunity for distemper, infectious canine hepatitis, parainfluenza and parvovirus (DHP), titre testing does not measure protection against Leptospirosis or Kennel Cough.

Leptospirosis: Written proof of an up-to-date Leptospirosis vaccination (e.g., L2 or L4) issued by a registered veterinary surgeon remains mandatory and cannot be substituted with a titre test.

Kennel Cough (Bordetella bronchiseptica)

Status & Timing: The Kennel Cough vaccination is mandatory for your dogs stay. When administered, it must be given at least 14 days prior to arrival to ensure effectiveness. Evidence of the kennel cough vaccination must be on the dogs veterinary health record card for us to be able to view.

Liability Disclaimer: Kennel Cough is an airborne infection that can spread easily wherever dogs congregate, which remains outside the direct control of the facility. While we never knowingly admit an infected dog, the incubation period can exceed 10 days, during which symptoms may not be detectable upon check-in. Owners acknowledge and accept that this risk exists regardless of vaccination status, and the facility cannot be held liable should a dog contract Kennel Cough during or following their stay.

5. Health Standards & Refusal of Boarding

Condition at Check-In: All dogs must arrive in a healthy state, free from contagious diseases, internal/external parasites, and open wounds. Owners must ensure they have brought or sent over prior, the dogs veterinary health record card or titre tests as evidence of up to date vaccinations including kennel cough. This is for our licencing requirements and any arrivals without the above will be refused boarding. Booking fees remain non-refundable.

Mandatory Declarations: Owners must declare any new, pre-existing, or ongoing medical conditions, injuries, behavioural issues, or recent veterinary treatments prior to or upon check-in.

Right of Refusal: If an owner fails to declare a condition, or if upon assessment a dog exhibits signs of undisclosed illness, severe distress, active infection, or parasites (such as fleas or worms), the facility reserves the absolute right to refuse boarding. Booking fees remain non-refundable, and owners will be required to make alternative care arrangements.

Medication Administration: We make all reasonable efforts to administer oral, topical, and routine medications as instructed by the owner at no extra charge. However, if a dog refuses medication or requires professional veterinary administration, any associated veterinary fees will be billed directly to the owner.

6. Personal Belongings & Property Damage

Owner's Risk: While we welcome personal items to help your dog feel at home, all belongings—including bedding, toys, leads, and accessories—are brought onto the premises entirely at the owner’s risk.

Loss & Damage: The facility accepts no responsibility or liability for personal property that is lost, damaged, destroyed, or chewed during your dog's stay.

Facility Damage: Owners accept full financial responsibility for any damage caused by their dog to kennel property, fixtures, or equipment.

7. Shared Accommodation

Occupancy: Up to three dogs from the same household may share a kennel unit, strictly subject to dog size and staff discretion.

Owner Consent: Owners requesting shared housing do so entirely at their own risk.

Separation Clause: If staff deem it necessary to separate the dogs for their welfare, safety, or peace of mind, they will be moved to individual kennels, and the standard single-occupancy rate will apply for the additional space.

8. Veterinary Care & Emergency Authorisation

Medical Authorisation: The Owner authorises the facility to seek veterinary advice and treatment should it be deemed necessary at our discretion during the boarding period.
Veterinary Practice: Where practical and during normal operating hours, we will attempt to take your dog to your registered local veterinary practice. For out-of-hours care, non-local clients, or urgent emergencies, treatment will be provided by our nominated practice (Glenthornes Veterinary Group, Uttoxeter) or an emergency out-of-hours provider.
Emergency Protocol: We will make every reasonable effort to contact you or your designated emergency contact prior to authorising significant medical procedures. However, in a life-threatening situation where contacts are unreachable, the attending veterinarian's professional advice will be followed.
Financial Responsibility: The Owner assumes full financial responsibility for all veterinary consultation fees, diagnostic tests, treatments, prescriptions, and associated travel/staff handling expenses incurred during the stay.
Payment Terms: All veterinary and transportation expenses must be settled in full prior to or at the time of collection. If estimated veterinary costs exceed £1,000, immediate payment or direct settlement with the veterinary practice may be required while treatment is ongoing.
Limitation of Liability: While every possible care, diligence, and precaution is taken to ensure the health and safety of your dog, the facility accepts no liability for loss, illness, injury, or death during their stay, save where directly caused by proven negligence on our part.

9. Uncollected Dogs & Abandonment Policy

Abandonment Threshold: In the event that a dog is not collected on the agreed departure date and no extension has been formally agreed upon in writing, reasonable efforts will be made to contact both the Owner and the designated Emergency Contact.
Rehoming Right: If the dog remains uncollected after 7 days from the agreed departure date and no contact or satisfactory resolution has been established, the dog will be deemed abandoned. The facility reserves the absolute right to rehome the dog through a recognised rescue organisation or transfer ownership to a local authority or rescue centre.
Continuing Liability: The Owner remains fully liable for all ongoing daily boarding fees, veterinary care, administrative expenses, and rehoming or transport costs incurred until the dog is rehomed or surrendered.
Recovery of Costs: Outstanding fees remain a debt owed to the business, and we reserve the right to pursue full legal recovery of all incurred expenses.

10. Payment & Cancellation Policy

Payment Terms: Full payment for the stay must be settled on checkout. Any additional expenses incurred during the stay must be settled upon collection. We reserve the right to pursue full legal recovery, including interest and collection costs, for any unpaid accounts.

Deposits: Deposits must be made at the time of booking via our website (Kennel Booker or via Stripe), during opening hours at reception, or over the phone. Bookings are not confirmed until deposits are paid in full.
All stays require a non-refundable deposit of 30% of the total booking cost.
Cancellations & Deposit Transfers: All deposits are strictly non-refundable. However, if you cancel your booking with at least 30 days' notice, your deposit may be transferred to a future booking made within 12 months of the original start date. Cancellations made with less than 30 days' notice will result in forfeiture of the deposit, the transfer option will not apply, 100% of the whole booking fee will be due if we are unable to fill the booking. If we are able to fill the booking, the full amount will not be charged except from card processing fees and the deposit.
Accepted Payment Methods: We accept cash and major credit/debit cards. We do not accept cheques.

Price Guarantee: Rates are reviewed annually and are subject to change. However, if a price increase occurs after your booking is confirmed, we will honour the rate quoted at the time of booking.

Early Collection: If you collect your dog earlier than the agreed departure date, full payment for the original booked period remains due, as the kennel space was reserved exclusively for your dog for the entire duration.

11. Independent Grooming Salon Terms

Independent Service Providers: The grooming salon located on-site at Cottage Kennels is operated by self-employed, independent grooming professionals leasing space on the premises.
Limitation of Liability: Cottage Kennels accepts no liability or responsibility for any injury, illness, loss, or death arising from grooming services, nor for the standard or quality of the groom provided. All grooming contracts exist strictly between the owner and the individual groomer.
Reviews & Feedback: Because grooming services are managed independently, Cottage Kennels is not responsible for grooming operations. Feedback or complaints regarding grooming must be directed solely to the groomer and do not reflect the services of Cottage Kennels.
Bookings, Cancellations & Enquiries: Cottage Kennels staff cannot make, modify, or cancel grooming appointments, nor can we relay messages to the groomers. All enquiries, scheduling, and cancellations must be handled directly with your chosen groomer.
Payments: Payments for grooming services must be made directly to the groomer. Cottage Kennels cannot process grooming payments or issue refunds on their behalf.
Operating Hours: The grooming salon sets its own independent operating hours, which may differ from Cottage Kennels' standard business and reception hours.

12. Behaviour, Handling & Safety

The safety of our staff and resident dogs is paramount. We reserve the right to refuse entry to any dog deemed to pose a safety risk prior to or upon arrival. Owners must provide accurate, complete information regarding their dog’s behaviour, temperament, and any history of aggression or bites.

If a dog exhibits severe aggression or dangerous handling behaviour during their stay, the designated Emergency Contact may be required to collect and accommodate the dog immediately. In such circumstances, full payment for the total booked duration remains payable, and no refunds or credits will be issued.

13. Dangerous Dog & Critical Incident Management

In the event of severe aggression, dog attacks, or an immediate threat to physical safety, staff reserve the right to deploy necessary defensive measures to control the situation. This may include the use of citronella deterrents or physical/mechanical restraint equipment. The facility accepts no liability for any adverse physical or behavioural effects resulting from these emergency safety interventions, which are utilised strictly to protect staff and animals from harm.

14.Updates & Client Communication:

Our primary focus throughout the day is providing dedicated hands-on care, exercise, and attention to our resident guests. As a result, staff are unable to provide instant, continuous, daily, or on-demand updates during your dog’s stay. Updates and photos will be sent periodically as operational routines allow. We kindly ask owners to refrain from messaging or calling for general progress reports and instead wait for our team to contact you. Please rest assured that no news is good news, and staff will contact you or your designated emergency contact directly should any urgent matters arise.