TERMS AND CONDITIONS

1 DOG COLLECTION

One person should leave and collect the dog(s). If you need to nominate another person to do either, we ask that you inform us of the name and phone number of that person and their car make and registration number. We will require the specified person to identify him/herself before removing the dog. ID in the form of a passport or driving licence will be accepted. The dog(s) will not be released to them without prior consent. You will be asked to check your pup on collection. Once a pup is collected the Long Dog Hotel we cannot be held responsible for any injury or illness unless deemed wholly negligent.

2 LONG TIME NO SEE

If you havent booked any holiday with us for more than a year, you will be sent an email asking if you wish to stay on our books. Due to high levels of new clients wanting to be on our books we do have to make sure you still wish to be part of the VIP Long Dog Hotel guests and if not we can make space for new clients. We understand that circumstances change and you may no longer need a boarder.

If you are still looking to book a holiday with us you will need to book a day stay and an overnight stay so we can re-evaluate whether your pup still fits in and make sure they are comfortable before booking a holiday. This is because as pups get older their behaviour changes or your personal circumstances may have created a new issue for you and your pup or perhaps medical issues have come up. We need to make sure all pups fit in with our regulars.

3 WORKING HOURS & BOOKINGS

Our public open hours are between 8am-430pm every day. For business we are 24/7 but outside of these hours we are doing our normal household routines and this is the reason that we do not accept arrivals or collections outside of these hours without an additional charge. We are always happy to communicate with you but please note we may take up to 24 hours to respond.

Boarding Arrival Times: 8am-430pm

Boarding Collection Times: 8am-1030am

Arrivals Out of Hours (charge per pup)

*If drop off is required outside of the above hours from 430pm up to 6pm an additional £30 is payable

*If drop off is required outside of the above hours from 7am to 8am an additional £30 is payable

*If it falls on bank holiday weekend or Christmas, the above charges are £50

Collection Out of Hours (charge per pup)

*If collection is required outside of the above hours from 7am up to 8am an additional £30 is payable

*If collection is required outside of the above hours from 1030am up to 430pm an additional £30 is payable

*If a collection is required between 430pm-9pm an additional £30 is payable

*If it falls on bank holiday weekend or Christmas, the above charges are £50

Please specify your actual times for drop off and pick up when booking. This enables us to ensure we do not have more than one owner & dog arriving at our home at the same time to avoid Sausage-chaos. If you delay providing your arrival/collection times, you may find you then have to fit around other owners who have already confirmed their times.

4 VACCINATIONS

CORE VACCINES:-

* DHP (Distemper, Hepatitis & Parvovirus) or

* DHPPI (Distemper, Hepatitis, Parvovirus, Parainfluenza) and

* Leptospirosis (L2 or L4)

You will need to provide us with an up-to-date veterinary vaccination record to show that your dog has current/core vaccinations against the (Distemper, Hepatitis and Parvovirus) or DHPPI (includes Parainfluenza) and Leptospirosis (L2 or L4). If any of the vaccination dates expire before commencement of a booking then evidence of a booster will be required prior to accepting your dog for any trial/daycare/boarding.

For puppies who have had their first (primary) vaccinations, or if you are starting your dogs vaccinations (DHP/DHPPI and/or L2 or L4) again due to missing them, then those vaccinations must be completed at least 2 weeks before we can accept your dog for daycare/boarding.

For dogs who have had a Booster vaccination, we can accept for trial/daycare/boarding immediately from the date given.

Titer Test - We do not accept titer tested pups at the hotel they must be vaccinated as advised.

You will be required to provide your pups latest vaccination card for each holiday.

Flea & Worming - All dogs must be up to date with treatment for fleas and worming.

If you are struggling to understand the above please do consult your vet. We do our utmost to ensure the safety of all the dogs in our care and therefore we adhere to the above information which is in line with the vaccine datasheets held on the NOAH Compendium website (Special Precautions section) and defra.gov.uk.

5 KENNEL COUGH VACCINE (KC)

This is a separate vaccine to the core vaccines described above (DHP/DHPPI/L2 or L4) and is a compulsory requirement for any trial/daycare/boarding at Long Dog Hotel. If your dog has already received a Kennel Cough vaccine prior to any daycare/boarding with us, please note both the nasal and oral vaccines contain a modified live virus which can shed to other dogs for a period ranging from 6-11 weeks depending on the brand of vaccine used. We wouldn’t want to expose any of our dogs or guest dogs (medical/elderly) to the chances of catching Kennel Cough within the stated shedding periods.

Depending on which brand and type of vaccine your vet has given your dog, the waiting periods shown below will be required from the date the vaccine was given, before we can accept your dog for daycare/boarding.:-

Kennel Cough given by the NOSE:

Most brands are 6 weeks.

Versican Plus BbPI is 11 weeks.

Kennel Cough given ORALLY:

Versican Plus Bb Oral is 10 weeks (70 days).

Kennel Cough INJECTION:

No waiting period - we can accept immediately from the date given.

6 RESERVING HOLIDAY DATES PRIOR TO A MEET/TRIAL

You have the option to do so by paying a non-refundable 25% of the total cost of your future holiday booking, provided you are able to complete the trial process in a timely manner (within 2 months from first contact). We cannot 'pencil-in' provisional bookings due to the high demand from our regular boarders who book dates throughout the year. Paying the non-refundable 25% deposit will reserve your dates and prevent us from accepting any other bookings for the duration of the space you have reserved. This payment is made on the understanding it is NOT a guarantee we will accept your pup for boarding if the hour meet or trial stay subsequently proves your dog is unsuitable for our environment (see 13 below). If that becomes the case, your holiday booking will not proceed.

We will ONLY refund any part of the 25% deposit paid if we can subsequently refill any of your reserved dates with another pup we would have otherwise declined due to being fully booked. Taking into account last minute bookings, this wont necessarily be identified until after your holiday dates have finished.

Therefore please understand that you accept payment of the deposit is made at your own risk. However, on a positive note, if your pup passes their trial stay, the paid deposit will be deducted from the intital balance payable for your holiday booking.

7 INJURY/IVDD/INFECTIOUS HEALTH PROBLEM

All dogs are accepted at their owners’ risk. Whilst every possible care and attention is given to each dog, we cannot be held responsible for injury, illness, loss or damage unless deemed wholly negligent. Long Dog Hotel should not be expected to suffer the financial loss of circumstances which occur outside of our control.

If your dog develops or shows any signs of an infectious health problem (ie: fleas, worms, kennel cough, sickness, diarrhoea), IVDD or injury:-

* Before your dog is due to come and stay - We would appreciate your honesty in telling us the situation. In order to preserve the health and wellbeing of our own/guest dogs, we reserve the right to refuse to accept your dog into our home. This means the booking you have paid for will have to be cancelled. If this happens, please see our Cancellation Policy below. If your pup develops IVDD we will be unable to take your pup until 3 months post surgey or 8 weeks conservative.

* During your dog's stay with us - We reserve the right to discontinue your dog's stay for the remaining duration of the booking. This means we may ask you or your Emergency Accommodation person to come and collect your dog immediately and the remainder of your booking will be cancelled. If this happens, please see our Cancellation Policy below.

Whilst every possible care is taken to ensure your pup is well looked after here at the hotel, it is entirely possible that they could have an IVDD episode whilst they are here or when they return to you. Through no fault of anyone's, sadly the rupturing process can happen over a period of weeks or in a moment and this can be undetectable. A dog that appears healthy and happy one minute can suddenly present odd symptoms and signs of pain. This means you agree to take the risk of leaving your pup but understand the risks associated with IVDD and that we cannot be held responsible for IVDD unless deemed wholly negligent.

8 VETERINARY INTERVENTION

We reserve the right to act in the best interests of the dog(s) at all times, this includes seeking veterinary advice if he/she becomes ill. We will contact you immediately should your dog become ill. If you cannot be contacted within a reasonable time we reserve the right to seek appropriate and swift veterinary attention and proceed with treatment regardless of the costs, which you agree to cover. We will do everything needed for the dog as regards treatment, comfort and recovery. Any vet fees incurred during the dog’s stay will be covered by you, the owner. Please sign the Vet Release Form.

9 MEDICATION /EXTRA CHARGES

If your pup requires any medication/creams/sprays etc during their stay:-

*For prescribed medication from a vet, there is an additional cost of £2 per day for this service

*If you require me to potentially give them any other form of non prescribed medication you will need to provide this and this is still at the additional cost of £2 per day.

*If any medication is intermittent we will only charge for half of your holiday.

*The medication charge does not apply for giving supplements within food.

*If you are aware your pup defecates during the night time hours from 10pm-7am please inform us- there is a £5 a night supplemental charge due to this being over and above our usual morning routine for up to 8 pups at the hotel and requires extra clean up costs and daily bed/blanket/crate & floor washing each morning. If you are unaware of your pup doing this with you but he/she starts this behaviour whilst at the hotel, you will be asked to make the extra payment prior to pick up.

*If your pup refuses its own food for more than 2 days/4 meals in a row whilst boarding, there is a charge of £1 per day to feed our alternatives. This is to be paid before you collect your pup.

*We currently offer an at home grooming service with the lovely Emily from A Round of A Paws who comes to the hotel to carry out a full or part groom depending on what your requirments are. Please advise us before any holiday so we can try to book Emily and do advise if your pup is alergic to anything on your boarding agreement and how they are with grooming. It is your responsibility to ensure that the services provided by any such third party are suitable to you and your dog(s) and we accept no liability in relation to any such services with them.

*We are not a rehabilitation boarding but we can offer to you the services our very local Clinical Canine Massage Therapist/Canine Conditioning Emma, who can come round during your pup's holiday and continue to promote general wellbeing. She is fully qualified with Canine Massage Guild and requires consent from your current vet/dog physio and an initial conversation with you to discuss your pups ongoing needs. Please refer to her website to understand more -https://www.kismetholistic.co.uk/. Costs are £40 per session. It is your responsibility to ensure that the services provided by any such third party are suitable to you and your dog(s) and we accept no liability in relation to any such services with them.

10 VOLUNTEERS

You agree that your pup(s) will be looked after also by our volunteers, Stephen and Simon whom are both covered under our insurance.

11 PAYMENTS

We accept payment by electronic bank transfer and cash payments. We do not accept payments by card.

You will be sent an invoice on the day or next working day available that we can provide this for you over email, you will be given 2 days to make your 50% deposit and a reminder will be sent. We will also send you a 14 day reminder for the remaining balance to be paid prior to your pup's stay. You will have had plenty of advance warning of both payments from the day your quotation was provided. If you do not consider it important enough to send your booking fee or final payments when we have requested them, then we reserve the right to confirm your booking is cancelled with immediate effect, re-open your dates to the public and decline any further booking requests from you. It is much easier for us to do that, rather than wasting our time chasing you for payment. Please set your own reminders for payments to avoid this situation.

12 CANCELLATION POLICY

Long Dog Hotel should not be expected to suffer the financial loss of cancelled bookings for circumstances which occur outside of our control. If it is at all possible for us to replace your cancelled booking with another dog, then we would be happy to refund your payment for the cancelled days we have been able to refill. We will of course let you know if we are able to achieve this. Any payments made are at your risk.

Trial Stays, Daycare and Short breaks of under 3 nights or less:

Full payment is required.

Home boarding for longer than 5 nights:

50% Deposit - payable to reserve your place for boarding.

* Until your deposit is paid, you may lose your dates to another dog/owner wanting those same dates if their deposit is paid before you as my diary changes daily and we do not pencil in any dates.

50% Final Balance - payable 14 days prior to the first day of boarding

* If you cancel your booking before the remaining 50% balance is due, we will keep your deposit, but you will not be charged the 50% balance due.

* If you do not pay the remaining 50% balance on the due date, we will keep your deposit, cancel your booking, and make your dates re-available to the public.

* If you cancel your booking after you have paid the remaining 50% balance due, then your payment is non-refundable.

* If your booking is made with less than 14 days to your chosen dates - payment in full is required.

* If you have booked for Christmas and if your holiday includes any of the Xmas/New Year dates shown on our Service/Prices page, the final balance is due 1 month before your stay.

To be clear, any payments you have made to secure a booking are non-refundable and non-transferable to another booking in the following instances:-

* You cancel your booking for any reason

* We have to cancel your booking (either prior to or during your dog's stay) if:-

a) your dog exhibits unsociable/unacceptable behaviour

b) your dog comes into season.

c) your dog has an Infectious Health Problem, Injury or any Illness.

d) your final balance payment becomes overdue prior to your dog's stay, and we are unable to reach you to obtain payment.

Christmas/New Year- New Clients

No trials or meets will be conducted from 15th November onwards for Christmas bookings. As this is a special time of year for everyone, this is the only time of year where demand for Xmas bookings is particularly high and often made a year ahead with existing clients who are regulars. Therefore, we will not accept tentative bookings (pencilled-in) if your holiday includes any of the Xmas/New Year dates shown on our Service/Prices page. We will only accept Xmas/New Year bookings for potential new clients if they have been secured with our 25% non-refundable deposit and the 75% remaining non-refundable balance paid 30 days prior to your holiday. If you then subsequently cancel, please see our Cancellation Policy above.

We respectfully request that in the event of a cancellation, whether made by you or by us, that you please do not ask for a refund or a transfer to another booking as we do not want to have to repeat the same answer you have just read above. Thank you.

13 INVOICE AMENDMENTS

Invoices can only be amended to take off your late pick up fees, early pick up fees or to add dates on if available before your final payment is due,. Please note we will not amend to take off any dates that you have booked as those were the dates you required as part of your initial 50% deposit and have been booked out in our diary for you. Long Dog Hotel should not be expected to suffer the financial loss of any dates you do not require. All payments are made at your own risk.

14 UNSOCIABLE BEHAVIOUR

We will always spend time with your dog(s) on a test visit prior to the boarding period to ensure your dog(s) is happy with the surroundings and that they are sociable with our resident dogs. No owner can be 100% certain how their dog(s) is going to behave in a different environment, in the company of other unfamiliar guest dogs and without the owner present. There is always a risk that an issue may arise where your dog may act in an unexpected or unpredictable manner not familiar to you. We are very experienced in understanding dog behaviour but, we are not here to provide behaviour training whilst your dog stays with us. If it is identified that your dog poses a threat to the enjoyment of others whether it is before or during your dog's stay, we reserve the right to cancel your booking, or the remainder of your booking and request that you or your emergency accommodation person collect your dog(s) immediately. If this happens, please see our cancellation policy.

We want all our guest dogs (and the resident ones, as this is their home) to enjoy their time here in a safe, relaxed and harmoniously happy environment. So, if your dog(s) poses a threat to that enjoyment, we reserve the right to cancel the remainder of your booking and request that you or your emergency accommodation person collect your dog(s) immediately. If this is not possible, we reserve the right to place your dog in the care of the Dog Warden who will source alternative foster care for your dog until your return - upon which you will then need to contact the Dog Warden yourself to retrieve your dog and pay whatever charges are incurred. If your dog(s) must be removed, no refund will be given.

Unsociable/unacceptable behaviours are those which have a negative impact on other dogs/humans where it may be necessary to isolate your dog(s) from the group in order to preserve the safety, happiness and well-being of the other dogs staying within our home and prevent potentially more serious issues arising.

Examples (but not limited to) a history of, or current:

* Guarding aggression or possession (over toys, food or a bonded second dog from the same household).

* Excessive humping of other dogs.

* Continual scent-marking in the home.

* Dominance - challenging and dominating any other dog in play, sleeping-places, food, toys.

* Excessive or continuous barking (we are still a home with nearby neighbours!)

* If your dog will not allow itself to be approached, touched, handled or picked up when needed.

* Aggression shown to humans or other dogs (growling at a human is a complete ban)

* Refusal to comply with human requests without bribery (recall, moving off furniture, coming indoors etc, and therefore cannot be controlled if necessary to do so in an emergency.)

* Has no basic manners or respect for other dogs/humans in a home environment (untrained, 'wired', hyper/non-stop).

* Not house-trained (young dogs under 1 year old excluded from this).

15 BONDED PAIRS & RESCUE PUPS

Bonded Pairs- We do accept bonded pups but we do need to be able to approach each dog and safely pick each one up individually, if one pup is not allowing this due to protective behaviour of the other, we will be unable to board your pups due to potential unwanted behaviour towards humans.

Rescue Pups- We do accept rescue pups but we ideally, we like your pup(s) to have been with you a full year so you are able to identify the pup's habits/quirks etc. You will need to know your pup's history and whether your dog(s) is likely to try to escape and if they have any issues with males or possessive issues- please refer to our unsociable behaviour policy. You will need to be aware your pup(s) is likely to take time to settle if they are nervous or shy.

16 INTACT FEMALES- 'IN SEASON'

We do accept intact females but cannot accept if your pup comes into or due in season for daycare or boarding under any circumstances. If you are not sure if your girl might be coming into season, we would recommend you carry out a white-tissue test to check if there is any pale pink or red spotting for a few days prior to bringing her for daycare or boarding. We request that owners inform us immediately if they suspect their female may be coming into season before any booking commences.

If your intact female comes into season:-

* Before the commencement of her stay, then we will be unable to accept her for at least 30 days after she starts her season. This means your booking will have to be cancelled. If this happens, please see our Cancellation Policy in our terms and conditions.

* During her stay, then we will have to request that you or your Emergency Contact come and collect your girl as soon as possible. This means the remainder of your booking will have to be cancelled. If this happens, please see our Cancellation Policy.

If your dog's season dates are uncertain, we strongly recommend that you have a back-up contingency boarding plan in place.

By making payment/s to secure a booking, you are confirming you are happy to take the risk that your intact female may come into season at the time of your booking which means your booking cannot proceed, and you do so on the understanding that your payment/s will not be refunded or transferred to another booking. Please see our Cancellation Policy.

17 INTACT MALES

We do not accept any intact males.

18 EMERGENCY ACCOMMODATION PERSON

You have informed your emergency accommodation peron regarding your holiday and that they are aware of where your dog(s) are boarding for the purpose of any collection in an emergency, it is very important that you provide them with my details. Your contact must be within a reasonable distance of us and not be away whilst you are to be able to collect your dog(s) on the day we ask them to, we will be unable to drop your dog(s) to them.

19 CRATE USE (IF YOUR DOG USES ONE)

My dog uses a crate and I request and consent to my dog(s) being crated only at night whilst boarded at The Long Dog Hotel I specifically request that this routine is maintained. I have provided a suitable crate for this purpose.

20 PERSONAL ITEMS

All personal items are left at their owners’ risk. Whilst every possible care is taken to ensure these items will not be damaged in anyway, we cannot be held responsible for loss or damage howsoever arising.

21 COLLAR/ID TAG

Your dog should be wearing a collar with an ID tag when dropped off. You give consent for your dog not to wear their collar in the house and garden and only to wear the hotel’s collar with Apple AirTag GPS tracker when out on a walk or elsewhere.

22 YOUR DOG ATTACKS

If your dog suddenly attacks any dog on a walk or any dog guests or humans, you will be immediately informed and asked that either you or one of your emergency accommodation person collects your dog. No refund will be given.

23 DOG WALKS

You give consent for your dog to walk offsite on lead and with other dogs that are not from the same or different households and with the resident dogs. No walking will be done in any extreme weather. We cannot guarantee a walk.

24 EXERCISE

Please be aware that sausages who are new to day care/boarding may experience higher levels of physical and mental activity than they are used to and therefore it is to be expected that your dog may come home more tired than usual. Your dog will be exercised off lead within the secure boundaries of the Long Dog Hotel but will be on lead when out on a walk with our GPS tracker on them. If you have any special requirements regarding your dog's exercise levels, please advise us in your virutal meeting. No walking will be done in any extreme weather. We cannot guarantee a walk.

25 DOG PLAY

You give consent for your dog to be playing outside with other dogs not from the same or different households and with the resident dogs.

26 CAR/SLEEP

You give consent for your dog to be in a car together, sleeping in the same room together, share a designated room and boarding at the premises with dogs not from the same or different households and with the resident dogs.

27 IF I AM UNWELL

Should my husband or I become unwell prior to your dog(s) staying we will give you as much notice as we can do and help you secure an alternative arrangement. You will receive a full refund if this happens. If my husband or I become unwell whilst you are away, every care will be taken by us to look after your dog(s) during your holiday and you will be informed.

28 RED LIST COUNTRIES

If you are away and the country of your choice goes on to a red list meaning you have to isolate on your return, OR you are unwell yourself for any reason, you will need to inform us as soon as possible and make alternative arrangements for someone to collect your dog(s). If we have space and availability, we will be able to accommodate your dog(s) but this will be at your expense and full payment will need to be made upon agreement.

29 PHOTOS/VIDEOS

You will not share any photos or videos on any of your social media sites that have other people’s dogs in them. All photographs taken of your dog(s) whilst in our care remain our property and can be used on any public media platforms.

30 RECOMMENDATIONS OF PRODUCTS/SERVICES

From time to time, we may (upon request or otherwise) make recommendations or introductions to you in respect of third parties who provide complementary or other services which may be of interest to you, such as alternative home boarding services, home sitter services, Training or Behavioural services. It is your responsibility to ensure that the services provided by any such party are suitable to you and your dog(s) and we accept no liability in relation to any such services or any loss arising from or in connection with them.

31 CHILDREN

As much as our own dogs love to meet people, we don't know how our guest sausages will react to young humans. Some guest sausages can be a little unnerved around children so, to prevent the risk of a young human possibly getting bitten in all the excitement, we respectfully request that no children under the age of 16 come to our home unless by specific prior arrangement.

32 GDPR RULES

We will not pass any of your data to anyone and your records will be securely disposed of after 7 years from the date of contract. However, we may provide information to our vet or dog warden out of professional courtesy should the need arise.

On 25th May 2018 the General Data Protection Regulation (GDPR) will replace the Data Protection Act of 1998.

GDPR states that the personal information we hold about you must be:

1. Used lawfully, fairly and in a transparent way.

2. Is collected only for valid purposes that we have clearly explained to you and not used in any way that is incompatible with those purposes.

3. Is relevant to the purposes we have told you about and limited only to those purposes.

4. Is accurate and kept up to date.

5. Is kept only as long as necessary and solely for the purposes we have informed you of.

6. Is kept securely.

33 PRIVACY POLICY

This Privacy Policy explains how we use personal information we collect from you during the course of our business with you.

Your Data

1. We collect data about you when you start to use our day care or boarding services.

2. This data may include, but is not limited to, your name, your address, your mobile and home telephone numbers, your email address, your dog’s details and your vet’s details

3. We use this information to conduct business with you, for internal record keeping.

4. To enable us to deliver a first class service we may use service providers, such as cloud based software providers, to assist with the day to day management of your bookings and for accounting purposes. The companies hosting these software systems are GDPR compliant.

5. Your data is stored for the length of time we consider you an active client, and for a period of 7 years following the termination of business between us. This period is determined by HMRC who request that business records are retained for this period.

6. You have a right to ask for details of the data that we hold on you and can request for that data to be deleted. If you have any complaints about the way that we are handling your data, in the first instance, please contact myself, lucy@longdoghotel.com. If you are not happy with our response or believe that we are not processing your data in accordance with the law, you can contact the Information Commissioner’s Office (ICO). Contact details are on their website – www.ico.org.uk.

7. We will never knowingly sell your data to a third party without your consent.

34 RESERVATION OF RIGHTS

We may refuse to provide services in respect of any dog and reserve the right to withdraw services from any customer or dog at any time without prior warning. Although we are not legally required to provide Terms & Conditions, we have provided our Terms & Conditions for clarity. Provision of any services implies you have understood and agreed to these Terms and Conditions. These Terms and Conditions may be subject to change at any time without prior notification.

35 GOVERNING LAW

These terms and conditions and any dispute or claim arising out of or in connection with them or their subject matter (including non-contractual disputes or claims arising in connection with our agreement to provide services to you), shall be governed by, and construed in accordance with, the law of England and Wales and the English courts shall have exclusive jurisdiction in relation to any such dispute or claim.