TERMS & CONDITIONS (BOARDING)

1. General Terms

1.1 What These Terms Cover
These Terms and Conditions govern the supply of services by Epic Tails to clients using our Home Boarding, Day Care, and Dog Walking Services.

1.2 Why You Should Read These Terms
Please read these Terms carefully before submitting your booking. These Terms explain:

• Who we are and how to contact us.

• How we provide services and handle changes, cancellations, and refunds.

• Your rights and obligations as a client.

• What to do if there is a problem or dispute.

• Other important legal and operational information.

If you believe there is an error in these Terms or you wish to request a modification, please contact us to discuss.

 

2. Information About Us & How to Contact Us

2.1 Who We Are
We are Epic Tails, a licensed pet care provider operating under the trading name EPic Tails. We are licensed by Chelmsford Council, and our local authority license number is Boarding License No: 25/00224/BOARD. Our office is located at:
The Blossoms, Loves Green, Highwood, Chelmsford, Essex, CM1 3QG.

2.2 How to Contact Us
You can reach us via:

• Telephone: 07850276781

• Email: epictailsdogs@gmail.com

• Postal Address: The Blossoms, Loves Green, Highwood, Chelmsford, Essex, CM1 3QG

2.3 How We Will Contact You
If we need to contact you, we will do so via:

• Telephone, email, or postal mail, using the details provided in your booking form.

• It is the Client’s responsibility to ensure their contact information is up to date.

2.4 "Writing" Includes Email
Any reference to “writing” or “written” in these Terms includes emails unless stated otherwise.

 

3. Our Services

3.1 Service Provider
We are a fully licensed and insured pet carer, providing professional dog home boarding, dog day care, and dog walking services.

3.2 Services Offered
Our services include:

• Home Boarding (overnight stays).

• Day Care (daytime supervision, play, and enrichment activities).

• Dog Walking (scheduled walks for exercise and socialisation).

 

4. Bookings & Contract Formation

4.1 How to Make a Booking
To request a booking, you must complete a Booking & Pet Information Form which will be sent to you by us - at least 1 week before the service start date.

4.2 Booking Confirmation & Payment

• A booking is not confirmed until the Client receives a written booking confirmation and has paid the required deposit.

• Bookings may be accepted up to the evening before the service begins, subject to availability.

• Payment details and deposit requirements will be provided upon acceptance of your booking request.

4.3 Booking Restrictions
We do not accept bookings for:

• Aggressive, unruly, or destructive dogs.

• Dogs registered under the Dangerous Dogs Act 1991.

• Dog hybrids registered under the Dangerous Wild Animals Act 1976 (e.g., Wolf Hybrids).

• Dogs over 12 months that have not been neutered/spayed (exceptions may apply for certain breeds or veterinary-advised cases—please contact us to discuss).

• Bitches in season. If your bitch comes into season while in our care:

  • You must arrange collection as soon as possible.

  • If you or your emergency contact are unable to collect, we will discuss alternative boarding options with you.

  • Any additional costs will be your responsibility

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4.4 Appointments

• All bookings are by appointment only, and must be followed according to the agreed drop-off and collection times.

• Drop-Off & Collection Times:

  • Monday – Friday: 7AM onwards | collect by 7pm

  • Saturday – Sunday: 9AM onwards | collect by 6pm

Late Arrivals:

• If you arrive early, please wait until the agreed time to call and notify us of your arrival.

• If you are delayed by more than 15 minutes, please inform us as soon as possible. We will attempt to reschedule where possible, but this is not guaranteed.

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5. Pricing & Payments

5.1 Pricing

• All services are charged as quoted at the time of booking.

• A 1.5x surcharge applies on Bank Holidays, Christmas, New Year, and Easter (clients will be informed at booking confirmation).

5.2 Payment Terms

• Full payment is required in advance via Bank Transfer (BACS) or cash.

• Home Boarding:

  • A 25% non-refundable deposit is required to confirm a booking.

  • The remaining balance must be paid 7 days before the start date.

• Day Care:

  • Day Care: Payment must be made 3 days before the booked date.

• Failure to Prepay: If full payment is not received before the service start date, the booking is cancelled.

 

6. Cancellations & Refunds

6.1 Your Right to Cancel
You have the right to cancel your booking. The cancellation terms depend on the timing of the cancellation:

• Cancellations made more than 14 days before the start date will receive a full refund minus the non-refundable deposit.

• Cancellations made 7-13 days before the start date will receive a 50% refund.

• Cancellations made less than 7 days before the start date are non-refundable.

6.2 Our Right to Cancel
We reserve the right to cancel a booking in cases where:

• The pet displays aggression or behaviour issues that were not disclosed.

• Required documentation (e.g., vaccination records) is not provided.

• Full payment has not been received by the due date.

• Circumstances beyond our control (e.g., illness, severe weather) prevent us from providing the service. In this case, a full refund will be issued.

6.3 Refund Processing

• Refunds will be processed within 14 business days from the cancellation confirmation.

• Refunds will be issued using the original payment method.

 

7. Your Rights to Make Changes

• If you wish to request a change to the services, please contact us in writing via email.

• We will confirm whether the change is possible, any adjustments to fees or timing, and request your written approval before proceeding.

 

8. Our Right to Make Changes

8.1 Minor Changes to Services
We may make minor adjustments to services:

• To comply with changes in laws and regulations.

• To implement technical improvements (e.g., security updates). These changes will not materially affect the service provided.

8.2 Major Changes to Services
If we make significant changes (e.g., discontinuing Home Boarding or Day Care), we will:

• Provide written notice in advance.

• Offer the option to cancel the contract with a full refund before changes take effect.

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9. Providing the Services

9.1 When Services Begin

Services will only commence once:

• The client has submitted all required forms, including:

  • Booking & Pet Information Form

  • Master Consents Form

  • Terms & Conditions Agreement

  • Service Agreement (if applicable)

  • Veterinary Release Form (if applicable)

• Up-to-date vaccination records and medical history have been provided.

• A Meet & Greet and Trial stay have been successfully completed.

• Full payment has been made as per the pricing agreement.

9.2 Trial & Familiarisation Policy

• A Meet & Greet is required for all new clients (at no additional cost).

• A trial overnight stay or day-care session is required before full bookings (charged at the advised rate).

9.3 Client Responsibility for Pet Information

Clients must inform the service provider of:

• Changes in pet health or behaviour.

• Updates to emergency contact details.

• Any other relevant information affecting the pet’s care.

9.4 Social Media & Marketing Policy

• We may post photos/videos of pets on social media for marketing purposes.

• Clients can opt out of social media usage by notifying us in writing at booking.

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10. Service Suspensions & Delays

10.1 Delays Outside Our Control

• If we are unable to provide services due to unforeseen circumstances (e.g., severe weather, emergencies, illness), we will:

  • Notify clients as soon as possible.

  • Attempt to reschedule the booking.

  • Provide a refund if services are cancelled.

10.2 Client Access & Property Policy

• If the service is to be conducted at the client’s home (e.g., pet sitting), the client must ensure access at the agreed time.

• If the service provider cannot gain access, we may:

  • Charge a rebooking fee.

  • Cancel the service with no refund (if access is repeatedly denied).

10.3 Suspension of Services

We may suspend services in the following situations:

• To deal with technical issues or facility maintenance.

• To comply with legal or regulatory requirements.

• If the client fails to make payment within 14 days of the due date.

10.4 Client Rights During Suspension

• If services are suspended for more than 2 weeks in a 4-week period, we will:

  • Adjust fees so the client does not pay for suspended services.

  • Offer the option to cancel and receive a refund.

10.5 Suspension Due to Non-Payment

• If payment is overdue by 14 days, we reserve the right to suspend services.

• Services will not resume until the full balance is paid.

 

11. Abandonment

• If a pet is not collected within 48 hours of the agreed collection time, and there has been no contact from the client or their emergency contact, the pet will be assumed abandoned.

• Before any action is taken, we will:

  • Attempt to contact the client and emergency contact via all provided methods (phone, email, and text).

  • Allow a further 24 hours for a response, unless there is a welfare concern.

• If no response is received, we reserve the right to:

  • Contact local animal welfare authorities.

  • Arrange emergency boarding at a licensed facility at the client’s expense.

  • Seek legal advice on relinquishing ownership if the pet is deemed abandoned.

 

12. Exercise, Wellbeing & Enrichment

• All pets receive structured exercise, mental enrichment, and social interaction.

• Clients will be required to sign consent forms for specific activities.

• If the client does not consent to certain activities, they must inform us in writing before services begin.

12.1 Veterinary Care for Injuries & Illness

• If a pet sustains an injury or falls ill during exercise, we will:

  • Contact the client’s vet immediately.

  • If unavailable, seek treatment from our trusted veterinary provider.

• The client is responsible for all veterinary costs incurred during their pet’s stay.

 

13. Duty of Care

We uphold all responsibilities under the Animal Welfare Act 2006, ensuring:

• Pets receive adequate food, water, and shelter.

• Daily routines are kept as consistent as possible to reduce stress.

• Comfort measures for pets experiencing separation anxiety can include:

  • Use of calming music and pheromone diffusers (if provided by the client).

  • Following a familiar routine as closely as possible.

  • Extra enrichment and interaction where necessary.

13.1 Extreme Weather & Environmental Factors

• In cases of heatwaves, thunderstorms, fireworks, or extreme cold, we will:

  • Modify outdoor exercise routines.

  • Provide indoor enrichment activities as an alternative.

  • Use cooling mats or heated bedding where necessary.

 

14. Necessities

Clients must provide:

1. Adequate food and treats for their pet’s stay.

2. Secure collars/harnesses with an ID tag (required by law).

3. Leads, bedding, and any necessary comfort items.

14.1 Identification Requirements

• The Control of Dogs Order 1992 mandates that all dogs must wear an ID tag with the owner’s contact details.

• Microchipping is required by law and must be up to date before services commence.

• If a dog arrives without an ID tag, we:

  • Reserve the right to refuse service (without refund).

  • Will provide a temporary ID tag during the stay.

14.2 Medication & Health Conditions

• Clients must disclose all known medical conditions before booking.

• A Veterinary Release Form must be signed before services commence.

• We will administer medication as per instructions but cannot be held liable for any medical complications.

14.3 Vaccinations & Parasite Control

• All pets must be up to date with vaccinations against:

  • Canine Parvovirus

  • Canine Distemper

  • Canine Adenovirus/Infectious Canine Hepatitis

  • Leptospirosis

• Vaccination certificates must be provided before services begin.

• Primary vaccination courses must be completed at least 2 weeks before arrival.

• Titre tests are not accepted (unless a veterinarian has issued an exemption certificate).

• External & internal parasite treatments (fleas, worms, ticks) must be up to date.

Important Notes:

• We will refuse service to any pet without a valid vaccination record.

• If a pet exposes our staff or other animals to a preventable disease, the owner will be liable for all resulting costs (including vet fees and decontamination costs).

14.4 Emergency & Veterinary Treatment

• Clients must provide an emergency contact who is:

  • Not a member of their holiday party.

  • Authorised to make decisions on their behalf.

  • Available within a reasonable timeframe (e.g., must collect the pet within 6 hours of notification).

• If an emergency occurs (e.g., dog comes into season, displays aggressive behaviour, excessive separation anxiety, destructive behaviour, or toileting issues), the emergency contact must take over care of the pet.

  • No refunds will be given in these cases, but at the provider’s discretion, a partial refund or credit may be considered in exceptional circumstances.

• In case of a medical emergency, the Service Provider will attempt to contact the Client and emergency contact first. If unreachable, the Service Provider will act in the best interest of the pet and seek veterinary care.

• Clients must sign a Veterinary Release Form to authorise treatment.

  • Vet Fees & Payment Terms:

    • If treatment is under £100, the Service Provider may pay upfront, and the Client must reimburse the full amount within 2 days.

    • If treatment exceeds £100, we will attempt to gain Client approval before proceeding.

    • If immediate life-saving treatment is required, we will proceed in the best interest of the pet, and the Client must reimburse all vet costs.

 

15. Sick or Injured Pets

• If a pet becomes ill or injured, the Service Provider will notify the Client as soon as possible using the most available method.

• If the Client cannot be reached, the emergency contact will be notified.

• If, in the Service Provider’s reasonable opinion, the pet requires veterinary care, the following applies:

  • The Service Provider will seek treatment at the Client’s designated vet (if possible).

  • If the designated vet is unavailable, treatment will be sought from the nearest available veterinary practice

  • If costs exceed £100, we will attempt to obtain client approval before proceeding, unless it is a life-threatening emergency.

  • The Client agrees to reimburse all veterinary costs within 2 days of invoice.

15.1 Contagious Illness & Liability

• If a pet has an undisclosed contagious illness, the Client may be liable for:

  • Veterinary treatment for infected animals.

  • Additional cleaning and decontamination fees.

  • Any temporary closure costs if required by local regulations.

 

16. Unforeseen Purchases

16.1 Emergency Supplies

• If necessary, the Service Provider may purchase essential items in the Client’s absence, including:

  • Pet food, bedding, or medication.

  • Any other items critical to the pet’s well-being.

• The Service Provider will retain receipts, and the Client agrees to reimburse costs within 14 days.

Spending Limits:

• The Service Provider will not exceed £30 per purchase without prior approval (except in emergencies).

16.2 Damage to Property

• If a pet destroys its bedding or equipment, it will be replaced with an equivalent alternative.

• The Client will be invoiced for the cost, and a receipt will be provided.

 

17. If There is a Problem with the Services

17.1 How to Report a Problem

• If you have any questions or complaints, please contact us via phone or email

• We aim to respond to all complaints within 5 business days and resolve them as soon as possible.

17.2 Your Consumer Rights (Consumer Rights Act 2015)

• You can request a repeat or fix if a service was not carried out with reasonable care and skill.

• If no price or timeframe was agreed beforehand, charges and service time must be reasonable.

 

18. Price and Payment

18.1 Service Pricing

• Prices will be based on the current price list unless otherwise agreed in writing.

18.2 Pricing Errors

• If a pricing mistake is identified within 7 days of booking, we will:

  • Notify the client of the corrected price.

  • Offer a refund or invoice for the balance.

  • Allow the client to cancel if they do not accept the new price.

18.3 Payment Requirements

• Full payment must be made before services commence, unless otherwise agreed.

• Payment terms for each service type are outlined in Clause 4.

18.4 Late Payment Policy

• Reminders will be issued for unpaid balances before interest is applied.

• If payment remains overdue by 14 days, we may:

  • Suspend future bookings.

  • Charge interest at 8% per year above the Bank of England base rate (accrued daily).

18.5 Disputing an Invoice

• If you believe an invoice is incorrect, please contact us within 5 days.

• No interest will apply while the dispute is being resolved.

 

19. Liability & Responsibility for Damage

19.1 Our Legal Liability

• We do not exclude or limit liability for:

  • Personal injury or death caused by our negligence.

  • Fraud or fraudulent misrepresentation.

19.2 Business Losses & Indirect Damages

• Services are for private/domestic use only. We are not liable for:

  • Business loss of profits or interruption.

  • Any indirect or consequential losses.

19.3 Client Responsibility for Property Damage

• If a pet damages property while in our care, we will:

  • Record the damage and inform the client within 24 hours.

  • Assess whether the damage is significant enough to warrant compensation.

• Reasonable repair costs may be charged, with an itemized invoice provided.

 

20. Storage of Personal Information

20.1 Client Responsibility

• Clients must ensure their contact details are up to date.

• If incorrect details prevent contact, the Service Provider is not liable for any decisions made in the pet’s best interest.

20.2 Data Protection & GDPR Compliance

• All records are stored securely in compliance with the General Data Protection Regulation (GDPR).

• Client data is strictly confidential and used only for service provision.

• Local Authorities may request data to comply with licensing conditions.

 

21. Use of Personal Information

21.1 How We Use Your Data

We use your personal data to:

• Provide and manage services.

• Process payments securely.

• Send relevant service updates (with your consent).

21.2 Marketing & Opt-Out Rights

• We may inform you about similar services, but you can opt out anytime by contacting us.

• We will never sell or share data with third parties for marketing purposes.

21.3 Credit Reference Agencies

• If we extend credit terms, we may share your details with credit reference agencies.

• These agencies may record the search on your credit file.

 

22. Insurance

22.1 Standard of Care & Insurance Coverage

• The Service Provider takes all reasonable steps to ensure the highest standards of care.

• We have valid public liability insurance, covering:

  • Injury to pets in our care, except where the injury results from pre-existing conditions or the pet’s own actions.

  • Third-party injury caused by the Service Provider’s actions.

  • Accidental damage to client property caused by the Service Provider.

22.2 Exclusions & Client Responsibilities

• Our insurance does NOT cover:

  • Pre-existing medical conditions.

  • Pets becoming ill due to their own underlying health issues.

  • Negligence or improper disclosure by the owner.

• The Service Provider is insured to provide:

  • Dog walking, pet pop-ins, home boarding, and home daycare.

  • A copy of the policy is available on request.

22.3 Client’s Responsibility for Insurance

Clients are strongly advised to:

• Review our insurance policy (available upon request) to ensure it meets their needs.

• Obtain their own pet insurance, covering:

  • Illness or injury while in our care.

  • Emergency veterinary treatment.

  • Theft or loss of their pet (if applicable).

• Inform their home insurance provider that a pet service provider may have access to the property.

• Declare all relevant behavioural or medical history on the Registration Form.

22.4 Client Liability for Undisclosed Issues

• If a pet acts aggressively or destructively, and the owner failed to disclose this, the client will be liable for all resulting costs.

• This includes:

  • Veterinary fees for injuries caused to other pets.

  • Damage to property or possessions.

  • Legal costs if required.

 

23. Third-Party Access & Liability

23.1 Client Disclosure of Property Access

• The Client must notify the Service Provider in writing if anyone else will have access to the property during the period of service.

• This includes, but is not limited to:

  • Cleaning services

  • Maintenance personnel

  • Friends, family, neighbours

23.2 Third-Party Liability Disclaimer

• The Service Provider is not liable for actions, losses, or damage caused by other individuals who access the property before, during, or after service provision.

• If an issue arises due to unauthorized third-party access, the Service Provider reserves the right to refuse future bookings.

 

24. Miscellaneous

24.1 Off-Lead Walking Policy

• Dogs will only be walked on a lead unless the Client has signed an Off-Lead Consent Form.

• By signing the Off-Lead Consent Form, the Client acknowledges and accepts all risks associated with off-lead walking, including but not limited to:

  • The possibility of loss, injury, or altercations with other animals.

  • The risk of unexpected behaviours or lack of recall.

• The Booking Form, Policies and Procedures, Terms & Conditions, and Service Agreement will always take precedence over other agreements.

24.2 Unforeseen Changes to Service Availability

Planned Absences

• We aim to provide at least 3 months’ notice of planned absences (e.g., holidays).

• Alternative arrangements or recommendations will be provided where possible.

Unplanned Absences (e.g., Illness, Emergency, Family Commitments)

• We will always provide as much advance notice as possible.

• Where feasible, we will try to arrange interim cover for affected services.

Boarding & Long-Term Bookings

• For confirmed overnight stays, cancellations will only occur due to:

  • Serious illness, incapacity, or license revocation.

• In such cases, clients will be offered a full refund or rebooking alternative.

Force Majeure & Unforeseen Events

• In cases of extreme events beyond our control (e.g., natural disasters, pandemic restrictions, government-imposed closures), we will:

  • Notify clients as soon as possible.

  • Refund or reschedule affected services where possible.

24.3 Photography & Social Media Use

• We may photograph or record pets in our care for social media, marketing, or training purposes.

• Clients can opt out by notifying us in writing before services commence.

• Further details are outlined in our Master Consents Form, which must be signed before bookings are confirmed.

 

25. Liability

25.1 Limitation of Liability

• The Service Provider shall not be liable for any delay or failure in performing obligations due to causes beyond their reasonable control.

• This includes, but is not limited to:

  • Extreme weather conditions (e.g., heatwaves, storms, heavy snowfall).

  • Accidents or road closures impacting transportation.

  • Veterinary emergencies requiring immediate care.

  • Illness or injury of staff impacting service availability.

  • Government-imposed restrictions or force majeure events.

 

26. Other Important Terms

26.1 Contract Transfers

• We may transfer our rights under this contract to another provider, but we will notify you in advance.

• You may not transfer your rights under this contract without our written permission.

26.2 Third-Party Rights

• This contract is between the client and us. No third party has rights to enforce its terms.

26.3 Partial Invalidity

• If any clause in this contract is found to be unlawful, the remaining terms remain valid.

26.4 Delayed Enforcement of Terms

• If we delay enforcement of contract terms, we can still enforce them later.

26.5 Governing Law & Legal Jurisdiction

• This contract is governed by English law.

• Legal proceedings must be brought in the courts of England and Wales.

26.6 Alternative Dispute Resolution

• If a dispute arises, you may seek alternative dispute resolution (ADR) before considering legal action.

 

27. Acceptance of Terms & Conditions

27.1 Client Acknowledgement & Agreement

tick box on client booking form to acknowledge and accept all terms listed

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27.2 Changes to Terms & Conditions

• All policies, procedures, and Terms & Conditions are subject to change at the discretion of the Service Provider.

• Clients will be notified in writing of any major changes before they take effect.