Terms & Conditions

Terms and conditions

Bookings

1. I agree to board my dog on the understanding that the Waterloo Kennels and their owners accept no responsibility for loss or injury to the dog. 
2. I further agree that if the dog is not collected within 14 days of the specified collection date and no communication is received from me, my authority is given to Waterloo Kennels to make alternative arrangements for the dog. This shall not release the owner from liability of any unpaid charges.
3. We do not accept bookings for entire male dogs past the age of 1 and reserve the right to cancel any bookings for entire males under/nearing the age of 1 if the male is causing issues within our group socialisation environment. 
4. We do not accept any bookings for dogs that are not reliably sociable with other dogs in order to maintain safety during our exercise sessions.
5. Confirmation of a longer booking is subject to at least 2/3 short stays so we can get to know your dog well, ahead of their first stay with us. 
6. We reserve the right to take your dog outside of our usual exercise groups if they start to cause any problems and if an alternative cannot be arranged, there will be an additional charge to allow us to exercise your dog/s separately. 
7. Waterloo will not accept any responsibility for injury or incident that may occur on the premises due to the mixed socialisation environment they are being exercised in. 
8. Please make sure booking details are correct prior to arrival. If you turn up on the wrong day, we reserve the right to turn you away. 

Rates

1. We are normally closed for collections on Sunday afternoon however we are aware that it may be more convenient to collect your dog before the start of the working week. If you would like to arrange for a Sunday PM collection, there is an additional charge of £17.
2. During school holidays and Bank Holiday weekends, there is a minimum booking fee of £95.
3. If you would like to arrange for an afternoon collection on a Bank Holiday, a £17 collection fee will be applied towards your booking.
4. We are closed for drop off and collections on Christmas Day, Boxing Day and New Year’s Day and a double rate is charged on these days.

Peak period

Our peak period runs from 1st April – 30th September. 

For boarding stays, we operate peak and off peak rates. The peak rate applies to any booking during our peak period and any booking during the school holidays (see below). 

School Holidays

1. February ½ term
2. Easter holiday
3. May ½ term
4. Summer holiday
5. October ½ term
6. Christmas holiday
7. Bank holidays

Drop off and collection

1. Our strict hours for drop off and collection are from 8.30am-9.0am (up to 9.15am for drop off) and from 4.30pm-5.30pm. Any collection / drop off outside of these hours should be by prior agreement only.
2. We ask that all dogs are toileted prior to arrival.
3. No refund is made in the case of an early collection.
4. Our feeding times occur a minimum of 30-45 minutes after exercise. Due to this, your dog may or may not have been fed before collection depending on the times we have finished our exercise group.

Payment

1. A deposit of 30% of the total charge (non-refundable) is required upon booking to secure each stay. The remaining balance is to be paid 4 weeks before your dog’s arrival.
2. If we don’t receive a deposit within 10 working days of the booking being confirmed, the dates will be released to another customer. 
3. If the balance payment is not received within 4 weeks of arrival date, an additional admin fee may be applied. If payment is not received or we do not hear from you within this time frame, we reserve the right to cancel your booking.
4. Once the booking has been paid in full, your booking fee is non-refundable and non-transferable, meaning you are not entitled to a refund or any credit. 
5. All day-care payments are accepted via BACS transfer. Confirmation is sent around 2/3 weeks prior to the start of each month with payment required by the 1st of each month.
6. Any late or outstanding payments may incur interest. Failure to make payment may result in a referral to the small claims court. 

Additional costs

1. We do prefer that females are kept at home while they are on heat however we do understand that this is not always possible. We can accept bitches in season however there is a £7/day surcharge to ensure your dog is exercised with appropriate dogs during exercise sessions. Please be aware that the fertile window for in season bitches can last anywhere from 2-4 weeks. 
2. In case of illness, veterinary fees and nursing will be charged extra.

Vaccinations

1. We insist on all boarding dogs to have all up-to-date core vaccinations (Parvovirus,  Distemper, Leptospirosis, Parainfluenza) and Kennel Cough. Kennel cough is a live vaccine so must be given at least a week before boarding. It is not a fail-safe preventative – a dog can still contract KC even though they have been vaccinated against it.
2. A valid certificate of vaccination must be provided on arrival. 
3. If for any reason you are not able to vaccinate your dog against kennel cough, please let us know at your earliest convenience.

Health

1. We reserve the right to refuse to board any animal that is clearly unwell or in a very poor condition. 
2. We require details of any pre-existing conditions and reserve the right to consult a veterinary surgeon should we feel it necessary.
3. If we are required to take your pet to the vet, we are not responsible for the charges incurred. Any vets fees will be owed directly to the vet that your dog is taken to. 
4. It is the duty of the owner to ensure their pet is fit and sound and free from contagious disease when placing them in our care.
5. Waterloo reserves the right to contact your dog’s vet should we think it is necessary but we reserve the right to use our chosen vet for any consultations  
6. If your dog causes injury to another boarding / daycare dog and if the injured dog requires veterinary attention, you are liable for any charges incurred.

Cancellation

1. For cancellations, please contact us as soon as possible.
2. Once the booking has been paid in full, the total fee is non-refundable and non-transferable.
3. If the decision to cancel your trip is taken out of your hands, then your travel insurance should be able to assist you with our cancellation fees.
4. Day care cancellations made less than 24 hours prior to the arrival date will be charged the full amount of the booking.

Food

1. We provide a hypoallergenic, grain-free kibble; natural, complete and balanced, offering a complete and balanced diet which is included in the price.
2. We have a no single-use plastic policy so please bring food in a container with a scoop/measure (not bagged up individually per meal). We have plenty of fridge and freezer space if you feed your dog raw or wet meat.
3. No reduction is made if you supply your pet’s own food.

Belongings

1. Please ensure that your dog is wearing a collar with an ID tag. It is a legal requirement for all dogs to wear a collar with a tag (stating the owner’s name, address and contact number) in a public space. It is also a legal requirement that your dog is microchipped. Collars must buckle or clip up:  we do not accept choke collars.
2. Food / water bowls are provided by Waterloo Kennels. 
3. We do provide bedding but are happy for you to bring your dog’s own bedding if you’d prefer. 
4. Waterloo accepts no responsibility for loss or damage to personal property. While we understand you may want to pack your dog’s favourite items, please do not bring anything of sentimental value as we have so many items arrive daily we cannot guarantee that it will stay with your dog throughout their stay (for example if your dog carries it out to an exercise run or  if it needs to be put in the wash etc). In addition, please be aware that we may ask for some items to be taken away with you if we have something similar that we can provide for example; vet bed, towels, blankets, dog bowls.  

Additional

1. Photo and video updates are not included in your booking. If you know that you would like an update during your dogs stay, please let us know if advance however this may incur an additional charge 
2. Admin office hours are from 8am to 4pm Monday to Friday. Our admin team do not work weekends however, emails and phone calls are monitored for any urgent requests but we may respond to general emails and bookings when the admin team returns. 
3. Please do not expect a response outside of office hours. All enquiries will be dealt with as soon as we can. 
4. Any formal disputes or complaints must be sent in writing to management. We will not deal with these matters over the phone.

Please be aware that these terms and conditions are non-negotiable.

1. Field users do so at their own risk. No responsibility can be taken for any injuries or incidents within the field. Vehicles and contents are left at the owner’s risk.
2. We accept no responsibility for any illness that occur during or after your time on Waterloo premises. There is a natural pond and wild trees and bushes and possibility of wild animals due to being farm land.
3. No unaccompanied under 18’s and no unaccompanied dogs.
4. Please only use compostable poo bags for waste. We compost the poo so no plastic bags. All waste must be bagged and binned – bins are provided.
5. Your dog must be supervised at all times and we do not accept responsibility for its safety or if it escapes. Please be aware Waterloo has secure fencing around the various paddocks and we will show you to your chosen paddock on your first visit to us.
6. Please be aware that the condition of the paddocks varies throughout the year depending on the weather. You may not be informed at time of booking. If you want to check this, please ask before arrival.
7. All dogs must be up to date with their worming, flea and tick treatments.
8. All bookings must be paid for in advance and are non-refundable. If you need to change your booking please give us 24 hours notice.
9. Please leave the paddock at the end of your time slot even if you arrive late and shut all gates behind you.
10. Be mindful of other dogs when you arrive and leave as they may be reactive. Keep your dog on a lead at all times when not in the field. We are an operating kennels so dogs may be seen or heard from inside all paddocks.
11. Strictly no litter to be left in the paddocks.
12. Strictly no smoking.
13. We reserve the right to close the paddocks at any time for which a full refund will be given.
14. Please do not enter the paddock before your session begins and do not leave later than your agreed departure time.
15. If the dog, or any it lives with, is showing any ill health (coughing, diarrhoea, vomiting, general lethargy, etc) users agree to cancel the session.
16. If you have any issues please do not hesitate to call us: Office 01242680412, Liz 07837666779 or Phil 07836366532