Effective from: May 2026
Next review: May 2027
Introduction & Agreement
By booking and using our services, you (“the Owner”) enter into a legally binding agreement with Paws & Reflect (“the Provider”).
These Terms & Conditions govern the boarding and daycare services we provide and ensure compliance with the Animal Welfare (Licensing of Activities Involving Animals) (England) Regulations 2018.
We care for a maximum of six dogs, plus our own, providing a calm, safe, and enriching environment with a high standard of personalised attention and welfare.
Owners accept that failure to meet the requirements set out in these Terms & Conditions - including vaccination, health, behaviour, or disclosure requirements - may result in refusal of service. Owners also authorise Paws & Reflect to make emergency decisions, including veterinary care, if they cannot be reached.
Owner Responsibilities
To ensure the safety, welfare, and comfort of all dogs in our care, Owners must:
Provide complete and accurate information about their dog’s health, history, behaviour, and care requirements, including escape risk or flight tendencies.
Disclose any history of aggression, biting, anxiety, resource guarding, or behavioural concerns.
Disclose whether their dog is neutered/spayed and whether a bitch is or may be in season.
Ensure all vaccinations are up to date, with primary courses completed at least seven (7) days before arrival, and supported by veterinary proof.
Notify Paws & Reflect immediately of any changes to health, vaccination status, or behaviour after booking but before arrival.
Administer flea, tick, and worm treatments no fewer than five (5) days before arrival, including the product name and date administered.
Supply all necessary items for the stay, clearly labelled with the dog’s name.
Provide accurate emergency contact details, including a secondary contact available at all times.
Failure to provide accurate information or meet these requirements may result in refusal of service.
Health, Vaccinations & Preventative Treatments
All dogs must be fully vaccinated against Distemper, Hepatitis and Parvovirus and Leptospirosis.
A risk-based approach will be taken with regard to the requirement for vaccinations against Kennel Cough.
Vaccinations must be administered by a veterinary professional and completed at least seven (7) days before arrival.
Vaccination certificates must be provided and verified before admission.
Positive titre test results will be accepted for Distemper, Hepatitis and Parvovirus. There is no reliable titre test for Leptospirosis.
All dogs must be treated for fleas, ticks, and worms no fewer than five (5) days before their stay.
Dogs showing signs of illness, infectious disease, or parasites on arrival will not be admitted.
If a dog becomes unwell during their stay, they may be isolated immediately pending collection or veterinary assessment. Owners consent to treatment being sought on their behalf if they cannot be reached.
Behaviour, Suitability & Safety
Only dogs that are safe to handle, sociable, and comfortable in a small-group environment will be accepted.
A trial day is mandatory before a first booking to assess suitability.
We reserve the right to refuse or terminate care if a dog’s behaviour poses a risk to themselves, other dogs, staff, or the premises.
We reserve the right to refuse or cancel bookings for entire males or bitches in season if necessary for safety, group dynamics, or welfare.
Owners consent to dogs being safely separated or isolated if behaviour becomes problematic during their stay.
If a dog becomes aggressive, destructive, excessively noisy, or comes into season, we reserve the right to transfer them to an alternative licensed facility or kennel for the remainder of their booking. All associated costs will be the Owner’s responsibility and must be paid within seven (7) days of invoice.
Where a booking is terminated due to behaviour, welfare, or safety concerns, no refund will be issued for the remaining period.
We reserve the right to refuse or terminate service at our discretion, including where we determine that a dog is not suitable for a group environment. We are not obliged to provide a reason for refusal.
Compatibility with other dogs cannot be guaranteed, and acceptance into group care does not imply long-term suitability with all dogs in our care.
Security & Supervision
Our facilities include secure fencing, locked gates, and appropriate barriers between spaces inside the house.
All dogs wear a Paws & Reflect identification tag with our contact details when taken outside of the property.
GPS trackers are used when dogs are taken outside of the property.
Dogs may be left for short periods in shared spaces when it has been assessed that this will not lead to any welfare issues.
Emergency procedures are in place for fire, evacuation, and lost-dog scenarios.
Dogs are supervised in accordance with their individual risk assessment and suitability for group care.
Veterinary Care & Emergencies
If a dog becomes ill or injured, we will attempt to contact the Owner or emergency contact immediately.
If neither can be reached, we will act in the dog’s best interests and seek veterinary care at our discretion. Owners consent to this as part of these Terms & Conditions.
All veterinary and transport costs remain the Owner’s responsibility.
We reserve the right, if necessary, to administer canine first aid before veterinary treatment is available.
If a dog dies while in our care, it will be transported to a veterinary practice for storage, and the Owner will be contacted immediately.
Dogs displaying signs of contagious illness may be isolated pending collection.
Walking & Outdoor Activities
Dogs may be exercised in secure outdoor spaces or taken on walks in parks, woodlands, or countryside environments.
All dogs will wear a Paws & Reflect ID tag when off the premises.
For additional safety, your dog will wear a GPS tracking device provided by Paws & Reflect during walks or outdoor activities.
Dogs will not be walked off-lead in public areas unless recall reliability has been confirmed and written consent has been provided by the Owner.
Owners accept the risks associated with off-lead exercise once consent is given.
Feeding & Medication
Owners must provide sufficient food for the duration of the stay, in labelled containers or bags.
Written feeding instructions, including meal times and portion sizes, must be provided.
Dogs from the same household may be fed in the same space at the same time at our discretion, but dogs from different households will always be fed separately and at different times to avoid competition or resource guarding.
Medications must be supplied in their original packaging with clear written instructions.
We will administer medication strictly in accordance with the Owner’s or prescribing veterinarian’s instructions.
We reserve the right to refuse to administer medication if instructions are unclear, unsafe, or fall outside our competence. In such cases, veterinary advice will be sought.
If a dog refuses food for more than 24 hours and we cannot reach the Owner, a vet will be contacted, and alternative food may be offered at our discretion.
Sleeping Arrangements
Dogs may sleep in:
- Their own bedding provided by the Owner
- Crates (if crate-trained and consented)
- Quiet, comfortable sleeping areas provided by Paws & Reflect
Crates will only be used with prior consent and will never be used as punishment.
Please inform us of any special sleeping requirements before your dog’s arrival.
Supervision & Alone Time
In relation to home boarding, dogs may be left alone in secure, individual areas (e.g. bedrooms, crates) for short periods for essential tasks. Dogs are not routinely left alone for more than three (3) hours in a 24-hour period.
Dogs are checked immediately upon staff return.
Puppies or dogs with known separation anxiety may require shorter alone times, and owners must disclose this in advance.
Transportation
Your dog may be transported by us in a domestic vehicle for walks, veterinary visits, or enrichment outings.
All journeys are pre-planned to minimise transportation time and delays.
Breakdown cover is in place, and water is carried onboard for all journeys.
We are not liable for health issues arising from pre-existing conditions during transport.
Bookings, Payments & Cancellations
We reserve the right to request a non-refundable deposit to secure bookings. If requested, this deposit will be applied to the final balance and is non-transferable to other bookings or dates.
The remaining balance must be paid before or at drop-off, unless otherwise agreed in writing.
Cancellations and fees apply as follows:
- Boarding: Cancel at least seven (7) days before the start date. 50% of booking is payable if cancelled within seven (7) days.
- One-off Daycare: Cancel at least 48 hours before booking. 50% fee if cancelled within 48 hours.
- Recurring Daycare: Cancel at least 72 hours before session. 50% fee if cancelled within 72 hours.
- No-show: 100% of fee applies.
During peak periods (e.g. holidays), stricter notice periods may apply.
Refunds (where applicable) will be processed within seven (7) business days.
Cancellations must be made by email, text / WhatsApp message, or phone and are only valid once confirmed in writing by Paws & Reflect.
We may, at our discretion, waive fees in the event of a genuine emergency.
We reserve the right to cancel bookings if vaccination or behavioural requirements are not met.
Service Definitions
A full day of daycare covers a period of up to ten (10) hours within our operating hours of 07:00–19:00. Drop-off and collection times must be agreed in advance. The ten-hour allowance refers to active care duration. Any additional time within operating hours will be charged as set out in “Additional Daycare Time”.
Half Day Daycare. A half-day session covers a period of up to five (5) hours within our operating hours of 07:00–19:00. Drop-off and collection times must be agreed in advance.
Boarding (24-Hour Period). Boarding is charged per 24-hour period, starting from the agreed drop-off time. This includes overnight care and daytime supervision.
Time Exceedance & Additional Charges
Additional Daycare Time. Daycare includes up to ten (10) hours of care. Any time exceeding this will be charged at £2 per hour (or part thereof).
Half Day Exceedance. If a half-day session exceeds five (5) hours, it will be upgraded to the full daycare rate. Any time beyond ten (10) hours total will then be charged at £2 per hour (or part thereof).
Boarding Overruns. Boarding is charged in 24-hour periods. Time beyond the initial 24-hour period will be charged at £2 per hour (or part thereof). Once the overrun exceeds ten (10) hours, an additional 24-hour boarding period will be applied.
Operating Hours
Our operating hours are 07:00–19:00.
Out-of-hours drop-off or collection is strictly subject to prior agreement and availability. It is not part of standard service provision.
Approved out-of-hours drop-off or collection will incur a £5 charge per occurrence.
Out-of-hours services are subject to availability and may be refused.
General Conditions
All times must be pre-booked and agreed in advance to ensure appropriate staffing ratios and safe group management.
Charges apply regardless of reason, as staffing and capacity are planned accordingly.
Persistent late collection may result in refusal of future bookings.
Owner Liability & Indemnity
The Owner is responsible for any damage, loss, or injury caused by their dog to property, staff, other dogs, or third parties.
The Owner agrees to cover all associated costs, including veterinary fees, property repairs, and legal expenses.
Owners remain liable for any veterinary costs arising after a stay if they result from incidents or injuries sustained during boarding.
Owners accept that despite careful supervision, minor injuries (e.g. scratches from play) can occur in group settings.
Owners are liable for any damage caused by their dog to the property, fixtures, or furnishings. The full cost of repair or replacement must be paid within seven (7) days of invoice.
Additional costs incurred due to emergency kennelling or behavioural management are payable within seven (7) days of the date of the invoice. No credit or staged payment terms are offered.
While we take every precaution to ensure safety and comfort, Paws & Reflect cannot be held liable for deterioration or outcomes arising from pre-existing medical conditions or undisclosed information.
Paws & Reflect holds full public liability insurance.
Non-Collection of Dogs
If a dog is not collected at the end of its booking, we will attempt to contact the Owner and emergency contact.
If collection is not arranged within 24 hours, we may notify local authorities or arrange alternative care.
After seven (7) days without contact, ownership may be transferred to an animal welfare organisation in consultation with local authorities, where appropriate and subject to availability, and after reasonable attempts to contact the Owner.
The Owner remains responsible for all fees and costs incurred, including additional boarding charges at the standard overnight rate.
Photography & Media
We may take photographs or videos of dogs for welfare updates during their stay, or for marketing and social media purposes.
Data Protection
All client and dog information is stored securely and used only for service provision and regulatory compliance.
Data will not be shared with third parties except where required by law or for veterinary care.
We comply with all applicable data protection laws, including UK GDPR.
Owners may request access to or deletion of their data at any time.
Force Majeure
We will not be liable for any failure or delay caused by circumstances beyond our reasonable control, including natural disasters, fire, flood, war, pandemics, or government action.
We will make every reasonable effort to communicate and agree on a suitable solution.
Updates to Terms
These Terms & Conditions may be updated periodically. Continued use of our services constitutes acceptance of any changes.
The latest version will always be available on our website, and significant changes will be communicated by email or text / WhatsApp message.
Final Agreement
By completing our intake form and proceeding with a booking, you confirm that you:
Have read, understood, and agree to these Terms & Conditions.
Certify that all information provided about your dog is accurate, complete, and up to date to the best of your knowledge.
Understand that while Paws & Reflect is responsible for your dog’s welfare while they are in our care, you remain responsible for all costs incurred, including veterinary fees, transport, and any additional charges.
Acknowledge that failure to disclose relevant medical, behavioural, or safety information may result in refusal of service, termination of care, or additional costs.
Authorise Paws & Reflect to make emergency welfare decisions - including seeking veterinary treatment and administering first aid - if you or your nominated emergency contact cannot be reached.
Consent to your dog wearing an identification tag with Paws & Reflect’s contact details while in our care, and where applicable, a GPS tracking device during walks.
Consent to photographs and videos of your dog being taken during their stay for welfare and record-keeping purposes, and where separate consent is given, used for marketing and social media.
Give permission for your dog to share indoor and outdoor communal areas with dogs from other households (where suitable), take part in group walks and off-lead exercise (where authorised), and be cared for in accordance with the feeding arrangements described in Section 8.
