Home Boarding & Day Care Service Agreement

BETWEEN:

Rere Sadé

Bonnie's House, 1 Osborne Mews, Haywards Heath RH16 4LZ

(known as “Bonnie’s House”)

and

(known as “The Customer”)

The Customer wishes to engage Bonnie’s House to fulfil services, and Bonnie’s House agrees to undertake services as set out in the Service Invoice and in accordance with the policy and practices document (“Terms and Conditions”) and subject to the terms and conditions of this Agreement.

1. Commencement Date and Duration

1.1.a.

This Agreement shall commence from the date of signing and shall remain in effect until either party terminates the arrangement as per the Termination clause in this Agreement.

1.1.b.

A cooling off period shall be in effect should this Service Agreement be signed in the Customer’s home. The cooling off period is not applicable if the Service Agreement is signed on Bonnie’s House premises. The cooling off period is 14 (fourteen) days. The Customer is entitled to cancel this Service Agreement and incur no penalty on the condition that no Services have been booked for specific dates, and / or no deposits have been paid. If Services have been booked for specific dates, any deposits have been paid or the Customer has asked for the Services to commence within the 14 (fourteen) day cooling-off period, the Customer is deemed to have waived their right to a cooling off period.

2. The Offering of Services

2.1.a.	For the avoidance of doubt, the services covered in this Service Agreement are Home Boarding and Day Care (otherwise known as Day Boarding)] offered by Bonnie’s House and are hereafter referred to as “the Services”.
2.1.b.	Bonnie’s House shall perform the Services in an attentive, reliable, and caring manner, using all reasonable skill and care, having due regard to the Terms and Conditions and any relevant information as noted on the Service Invoice.
2.1.c.	Bonnie’s House shall be responsible for ensuring that it complies with all statutes, regulations, byelaws, standards, codes of conduct and any other rules relevant to the provision of Services.
2.1.d.	Bonnie’s House shall act in accordance with all reasonable instructions given by the Customer provided such instructions are compatible with the specification of Services including those provided in the Terms and Conditions section of the Agreement.  For the avoidance of doubt, where the Customer’s wishes conflict with relevant current UK legislation, the legislation prevails.

3. Customer’s Obligations

3.1.a.	The Customer shall read and agree to follow the pertinent information in the Terms and Conditions section of the Agreement, as is applicable for the required Services.
3.1.b.	The Customer shall use all reasonable endeavours to provide information to Bonnie’s House necessary for the company to provide Services.
3.1.c.	The Customer authorises Bonnie’s House to carry out the Services.
3.1.d.	The Customer agrees that the information provided to Bonnie’s House is true to the best of their information, knowledge and belief.
3.1.e.	The Customer may issue reasonable instructions to Bonnie’s House in relation to the company’s provision of Services. Any such instructions should be compatible with the specification of Services including those provided in the Terms and Conditions.

 4. Booking and Cancellations

4.1.a.	Booking discussions shall not be considered ‘confirmed’ until Bonnie’s House provides the Customer with a written confirmation that the booking has been accepted.  If a deposit is required, the booking shall not be considered as ‘confirmed’ until the deposit Service Invoice has been paid.
4.1.b.	If Bonnie’s House can fill any space that has been cancelled with an alternative, pre-registered Customer, any cancellation fee shall be waived, or the deposit shall be returned to the Customer for those days (or held and applied towards the next booking as agreed with the customer).
4.1.c.	Customers agree that if the Services are not used for 6 (six) months or more, a new Registration Form must be completed, and the dog may need to undertake a further trial and assessment prior to booking.

4.2. Home Boarding

4.2.a.	For Home Boarding, Bonnie’s House requires a 50% (fifty percent) non-refundable deposit to hold an available space when Services are booked. The 50% (fifty percent) balance is required 7 (seven) days before arrival of the dog on the first day of the booking. If a Customer cancels, the Service Invoice for the balance is cancelled and the deposit payment is retained. If Bonnie’s House can fill the cancelled spaces with another pre-registered client, the deposit payment for those dates shall be returned.
4.2.b.	Moving or transferring Home Boarding dates is considered a cancellation and a re-book of services and is subject to the standard cancellation policy.  The Customer is required to send a new deposit for the new amended dates, and if the cancelled dates can be filled by another pre-registered guest, the Customer shall receive a refund of the deposit for the filled days.  This policy item may not come into force if the amendment is 7 (seven) days either side of the originally booked dates.
4.2.c.	Partial cancellations, or reducing dates (for instance, paying a deposit for two weeks and then cancelling the second week) is classed as a cancellation and the deposit for any cancelled dates may not be transferred to the remaining dates as payment.  The balance for the remaining dates remains outstanding as per the original booking Service Invoice.  If the cancelled dates can be filled by another guest, the Customer shall receive a refund of the deposit for the filled days.
4.2.d.	Please note that should a dog fail to meet the behaviour requirements during an assessment visit and the parties determine that a Home Boarding booking cannot be honoured, any deposit paid for the holiday booking will be returned to the Customer, as well as any fees paid for future practice visits that have not taken place.  Charges for Assessment days or practice visits that have already taken place shall not be refunded.

4.3. Regular Day Care

4.3.a.	For ‘Regular’ Day Care Services (for instance, a space is required every Wednesday), it is assumed that the space is required every week and other customers will be prevented from booking the space.
4.3.b.	Customers must give at least 7 (seven) days’ notice to cancel a single Regular Day Care booking without penalty.  If less notice is given, the cancellation is subject to a 50% (fifty percent) cancellation fee.  For cancellations with less than 24 (twenty-four) hours’ notice, payment is due in full.
4.3.c.	Customers wishing to cancel a week or a fortnight of services (for a holiday, for instance) must give at least 8 (eight) weeks’ notice, or the cancellation is subject to a 50% (fifty percent) cancellation fee. Break periods of longer than 3 (three) consecutive weeks in duration may require a retainer to hold the Day Care space and will be reviewed on a case-by-case basis.
4.3.d.	Any cancellation fees due may be billed immediately or added onto the next Service Invoice depending on the frequency of booking.

4.4. Ad Hoc Day Care

4.4.a.

Ad Hoc Day Care sessions are subject to availability. A 50% (fifty percent) non-refundable deposit is required to secure future bookings. The balance is invoiced in the calendar month before the booking and must be paid by the invoice due date. Once booked and confirmed, a 50% (fifty percent) cancellation fee applies. For cancellations with less than 24 (twenty-four) hours’ notice, payment is due in full. The cancellation fee may be billed immediately or added onto the next Service Invoice.

 5. Fees and Payment

5.1.a.	Bonnie’s House will charge the Customer for the Services as quoted in the Service Invoice or the charges message (the “Fees”) and the Customer agrees to pay the Fees, promptly when they fall due.
5.1.b.	Approved payment methods are listed on the Service Invoice.
5.1.c.	Day Care and Home Boarding for dogs with special needs, including puppies requiring additional care and supervision, may be charged at an additional rate per day, as advised at the time of booking. This charge is discretionary and is based on the additional needs of the dog for the period of care.
5.1.d.	Weekend services may be charged at a different rate to weekday services and will be documented in the written Service Invoice.
5.1.e.	Bookings for Services to be carried out on a UK bank holiday shall be charged at 1.5 x the standard rate (time and a half), and Services booked to be carried out on special days are charged at 2 x the standard rate (double time). Special days are defined as Christmas Eve, Christmas Day, Boxing Day, New Year’s Eve, New Year’s Day and Easter Sunday.
5.1.f.	The Customer agrees to pay for any damage to property or possessions arising from the behaviour of their pet whilst on Bonnie’s House premises on presentation of a valid receipt for replacement goods, or a quote for damage repair unless the company can be shown as negligent.
5.1.g.	The Customer agrees to reimburse Bonnie’s House for any additional fees connected to providing emergency care, as well as any expenses incurred, for example (but not limited to) unexpected visits, transportation, housing, food, or supplies, upon presentation of a valid receipt.
5.1.h.	If the Customer fails to make payment on a due date, and the Services have been provided, Bonnie’s House reserves the right to charge the Customer £10 per week for overdue payments, without prejudice to any other rights or remedies.

5.2. Home Boarding

5.2.a.	Home Boarding is charged per day, with a minimum charge of 2 (two) days, the day of arrival and the day of departure.
5.2.b.	A Home Boarding deposit must be paid within 3 (three) days of receiving a deposit request from Bonnie’s House. If payment is not received within this period, Bonnie’s House may cancel the booking and offer the dates to other customers.
5.2.c.	The remaining balance for Home Boarding must be paid at least 7 (seven) days before the first day of service.

5.3. Regular Day Care and Ad Hoc Day Care

5.3.a.	Payment for Day Care services is required monthly, in advance, no later than the last day of the preceding month.
5.3.b.	A Service Invoice is sent on the 20th of the month for services booked in the coming month. Customers must pay by the last day of the month, after which the fees will be considered overdue. Once overdue, services are suspended until payment is received.

5.4. Short Notice Bookings

5.4.a.

Bookings made after monthly Service Invoices for the month have been issued are billed immediately. Full payment is required at the time of booking.

 6. Rate reviews

6.1.a.	Service rates are reviewed annually.  Customers shall be given a minimum of 3 (three) months’ notice of planned price changes.
6.1.b.	Customers may provisionally reserve dates into the next calendar year on the understanding that they will be subject to any rate increase that is announced after the provisional booking has been made. Customers have the right to cancel the provisional booking without penalty for 7 (seven) days after the new rate has been announced.
6.1.c.	The rate for a Home Boarding booking is firm and may not be changed once a deposit request has been made via a Service Invoice and payment has been made on or before the date requested.

 7. Termination and Notices

7.1.a.	The relationship between Bonnie’s House and the Customer shall remain in place until either party gives notice in writing. The relationship shall not be severed until all Services that have been paid for, or partially paid for, have been provided. Should the Customer wish to terminate the relationship without using the Services that have already been paid for, no refund shall be issued.
7.1.b.	Customers using the ‘Regular’ Day Care service are required to give at least 8 (eight) weeks’ notice to avoid cancellation penalties.
7.1.c.	Bonnie’s House reserves the right to terminate services with immediate effect if a pet shows undeclared aggression toward people or other animals.
7.1.d.	Any notice required to be served under this Agreement shall be in writing and shall be served by hand, post, electronic mail, or pre-approved messenger service such as text or WhatsApp.

 8. Standards and Insurance

8.1.a.	Bonnie’s House agree to provide a professional and reliable service to their customers.  All animals under the care of Bonnie’s House will be given the full care and attention needed to make their experience both fun and safe.
8.1.b.	Customers must accept that accidents or illness may occur in ways that cannot reasonably be foreseen or prevented by Bonnie’s House. Bonnie’s House shall not be held liable unless proven negligent. This includes, but is not limited to: harm caused by the Customer’s dog to another person or animal, damage to property, injury to the dog, or any accident involving the dog that results in a third-party claim. In such cases, the Customer agrees to indemnify Bonnie’s House and handle any claim directly with the third party.
8.1.c.	Bonnie’s House is covered by third party liability insurance, but it is highly recommended that Customers have their own pet insurance to cover liability claims from a third party.

9. Veterinary Waiver

9.1.a.	If a pet becomes unwell or is injured during the period of care, Bonnie’s House will make reasonable efforts to contact the Customer, using all available methods of communication, to request guidance. If neither the Customer nor the Emergency Contact can be reached, Bonnie’s House is authorised to take the pet to a Veterinary Practice on behalf of the Customer and make medical decisions based on the advice of a Veterinary Professional. Any veterinary fees will be the responsibility of the Customer.
9.1.b.	Bonnie’s House shall use its best efforts to use the pet’s normal Veterinary Practice wherever possible.  The Customer authorises Bonnie’s House to appoint an alternative Veterinary Practice to examine the pet and carry out such treatment or surgery as may be appropriate if the pet’s normal Veterinary Practice is not available, or the geographic location and severity of the injury predicates that the nearest Veterinary Practice must be used.
9.1.c.	By signing this Agreement, the Customer gives Bonnie’s House the authority to discuss a pet’s health and treatment with a Veterinary Professional in accordance with General Data Protection Regulation (GDPR) (and subsequent revisions of the legislation).  The Customer also gives Bonnie’s House permission to present and share this signed Agreement with a Veterinary Practice where it is necessary under GDPR to manage a pet’s care.

10. Force Majeure

10.1.a.	Neither party shall be liable in damages or have the right to terminate this Agreement for any delay or default in performing its obligations under this Agreement caused by conditions beyond its control including but not limited to acts of God, war, strikes, fires, floods, governmental restrictions, or power failures.
10.1.b.	The party (the “Affected Party”) prevented from fulfilling its obligations must notify the other party of the Force Majeure event as soon as it is foreseen or becomes known.

11. Assignment

11.1.a.

Bonnie’s House shall be entitled to perform any of the obligations undertaken by it through any other member of its group or through suitably qualified and skilled sub-contractors with the written consent of the customer.  Any act or omission of such other member or sub-contractor shall, for the purposes of this Agreement, be deemed to be an act or omission of Bonnie’s House.

12. Data Protection and Privacy

12.1.a.	Personal information shared with Bonnie’s House for the purpose of using Services will not be sold or shared with third parties, in accordance with GDPR 2018 (or subsequent revision).  Information is held on paper and electronically for periods required by The Animal Welfare (Licensing of Activities Involving Animals) (England) Regulations 2018 and HMRC.
12.1.b.	In accordance with GDPR, the Customer gives Bonnie’s House permission to share information from this signed Agreement with Veterinary Practices as is necessary to provide care and gives the Veterinary Practice permission to discuss pet care with Bonnie’s House where the Customer is not able to be contacted.
12.1.c.	Customers are advised that Bonnie’s House may take and use photographs of pets for marketing purposes; however, no specifics pertaining to the location of the pet, or the owner will be divulged publicly.  Customers who do not wish for photos of their pet to be used for marketing purposes must advise the business via email.

13. Entire Agreement

13.1.a.

This Agreement, along with the Registration Form, the Terms and Conditions, and each Service Invoice constitute the sole and entire agreement between the Parties, and supersedes all prior agreements, representations and understandings of the Parties written or verbal. Any alteration of this Agreement must be in writing and signed by both Parties.

14. Governing Law and Jurisdiction

14.1.a.	This Agreement, its formation and any contractual disputes or claims shall be governed by and in accordance with English Law and shall be subject to the exclusive jurisdiction of the courts of England and Wales.
14.1.b.	Any Forbearance, tolerance, or delay in either party enforcing its contractual or legal rights shall not prejudice, restrict or prevent the right of the injured party to enforce its rights at a later date or later breach.

 

Terms and Conditions

1. Registration

1.1.a.	It is the Customer’s responsibility to provide clear and accurate information to Bonnie’s House on the Registration Form and any other documents that are provided to the Customer for completion.  Changes or updates to the Registration Form must be put in writing to Bonnie’s House.  Email updates are acceptable.  Bonnie’s House shall be held harmless from claims where outdated written information is responsible for the incident, unless the company can be shown to be negligent.
1.1.b.	It is the sole responsibility of the Customer to inform Bonnie’s House of their dog’s current illnesses or medical conditions, as well as any significant past illnesses or conditions. Bonnie’s House shall not be held liable for decisions made, or consequences arising from them, due to any omission of information on the dog’s Registration Form. If a dog has a contagious illness or disease that was not disclosed, the Customer may be liable for treatment costs incurred for other dogs that become infected.
1.1.c.	By registering with Bonnie’s House and signing this Service Agreement, the Customer consents to their dog attending Day Care or Home Boarding alongside dogs from other families and authorises Bonnie’s House to allow their dog to mix with resident dogs and other visiting dogs in the main communal areas of the property and the garden.  The Customer also agrees to their dog being walked in a group during the Services.

 2. Emergencies and The Emergency Contact

2.1.a.	Customers must provide an ‘Emergency Contact’ on their Registration Form who is willing and able to collect the dog in an emergency.  Additionally, Emergency Contacts may be requested to support Bonnie’s House in a medical decision if the Customer is not able to be contacted.  It is the Customer’s responsibility to ensure that the Emergency Contact understands and agrees to accept this role.
2.1.b.	For the avoidance of doubt, examples of an “emergency” are a fire or other event that makes it impossible for Bonnie’s House to safely remain in their home; the Customer’s dog contracting a contagious illness; an injury to the Customer’s dog, requiring complete separation from other dogs; or the behaviour of Customer’s dog unexpectedly presenting a risk to people or other dogs within the home, or change in behaviour that presents a health risk to the dog.  This is not an exclusive list.  Situations and events will be taken on a case-by-case basis to find a suitable solution with animal welfare as highest priority.
2.1.c.	Customers must nominate an Emergency Contact who is within reasonable travelling distance of Bonnie’s House and able to collect the dog within 5 (five) hours of being contacted.
2.1.d.	When making a repeat booking, Customers must ensure that the Emergency Contact identified on their original Registration Form remains available and willing to act as the Emergency Contact for the new booking.  Customers may notify Bonnie’s House of Emergency Contact changes in writing, as necessary.

 3. Preventative HealthCare Policy: Vaccinations and Parasite Control 

3.1.a.	Dogs that attend Home Boarding, Day Care or participate in group walks must be vaccinated in accordance with veterinary recommendation, including the vaccination for Leptospirosis.  Kennel Cough vaccination is also mandatory at this establishment.
3.1.b.	Customers must provide Bonnie’s House with evidence of the vaccination schedule by way of Vaccination Card, a letter or an email from their Veterinary Practice.
3.1.c.	Titre testing is not accepted at this establishment.
3.1.d.	Bonnie’s House reserves the right to refuse a dog on arrival if it has not received annual vaccinations and does not have a letter from a Veterinary Professional confirming exemption from core vaccination on medical grounds.
3.1.e.	Dogs attending Home Boarding, Day Care or group walks must be treated for worms and fleas. If fleas are found, Bonnie’s House shall contact the Customer immediately to arrange appropriate action. Dogs in Day Care must be collected by the Customer or their Emergency Contact within the time frame outlined by Bonnie’s House and may not use Services again until the infestation has been resolved. Dogs in Home Boarding must be treated immediately and in accordance with veterinary guidance. If the Customer is unavailable or does not agree to the next steps, the Emergency Contact shall be contacted and asked to remove the dog from the premises. Customers accept that they will be responsible for the cost of treating the premises and any vehicle used to transport the dog.

 4. Preventative Healthcare Policy: Infectious Diseases and Illness on Arrival

4.1.a.

The Customer or the Customer’s Emergency Contact must arrange for the collection of a dog if the dog is determined to have an infectious disease within 5 (five) hours of veterinary confirmation.  The Customer agrees to place the dog into the care of a Veterinary Professional immediately should they have isolation facilities available.  Emergency collections of a dog with a contagious illness are a requirement of the Home Boarding licence and are not considered as a business cancellation of Services, and any refund made available will take into consideration the disinfection, clean down and closure period that the company must undertake.

4.1.b.

Dogs that arrive for Home Boarding or Day Care with evidence of a viral or bacterial illness must provide a written confirmation from a Veterinary Practice that the illness is no longer (or not) contagious. Evidence of a viral or bacterial illness may include (but is not limited to) a runny nose, sneezing, coughing and an upset stomach.

5. Unneutered Dogs

5.1.a.

Unneutered male dogs and unspayed female dogs may be accepted at the Licence Holder’s discretion, subject to behavioural suitability, welfare considerations, and compatibility with other dogs in the household. Females in season will not be accepted.

6. Abandoned Dogs

6.1.a.	If a dog is not collected from Home Boarding or Day Care on the agreed collection day, additional fees shall apply and must be paid upon collection. If Bonnie’s House is unable to make contact with the Customer or the Customer’s Emergency Contact within 7 (seven) days, the dog shall be considered abandoned and rehoming arrangements will be initiated.
6.1.b.	If the Customer’s Emergency Contact can be reached but is unable or unwilling to collect the dog and settle any outstanding fees, Bonnie’s House will arrange for the dog to be rehomed.

7. Death or Loss of a Beloved Pet

7.1.a.	Bonnie’s House agrees to provide a professional and reliable service to their customers. All animals under the care of Bonnie’s House will be given the full care and attention needed to make their experience both fun and safe. Customers, however, must accept that occasionally, accidents or illness may occur in a manner that can neither be foreseen nor prevented by Bonnie’s House.Bonnie’s House shall not be held liable in the event of the loss or death of a pet unless proven to be negligent.
7.1.b.	Bonnie’s House shall take all reasonably practicable measures to prevent the loss or death of a pet in their care. Where negligence is proven, claims shall be settled within the limits of the company’s business insurance policy.
7.1.c.	In the event of the temporary or permanent loss of a pet, Bonnie’s House shall contact the Customer immediately to inform them and agree next steps. If the Customer is not contactable, the nominated Emergency Contact shall be used. Customers may request a Final Wishes and Consent Form if their dog is elderly or infirm at the time of booking Home Boarding.

8. Customer Complaints

8.1.a.

Customer complaints must be submitted in writing within 5 (five) calendar days of the end of the Service that triggered the complaint. Bonnie’s House shall respond to the Customer within 5 (five) calendar days of receiving the complaint. Bonnie’s House will take all reasonably practicable steps to resolve the issue, and any discussions about the complaint will be entered into in good faith.

9. Dog Day Care

9.1. Hours and Additional Charges

9.1.a.	Day Care runs from 8am to 6pm, Monday to Friday.  Drop off and collection times must be arranged with the business prior to arrival.
9.1.b.	Weekend Day Care may be available for an additional charge.
9.1.c.	Drop-off before 8am and collection after 6pm are charged at £5 per hour. Any time outside standard hours is charged in full for each hour or part of an hour
9.1.d.	For safety and security, Bonnie’s House will only complete one dog handover at a time, meaning that drop off and collection times must be agreed by prior arrangement.

9.2. Unsuitable Behaviour and Aggression

9.2.a.	Dogs that require permanent isolation from other dogs within the premises are not acceptable for Day Care at Bonnie’s House.
9.2.b.	Dogs that require temporary isolation from other dogs (for instance, recovering from a medical procedure) are accepted and shall be separated for their booked period.  Where it is not possible to keep a dog fully separate, Bonnie’s House reserve the right to cancel any bookings during the temporary period that isolation is required.
9.2.c.	Dogs that display unacceptable behaviours are not suited to Day Care. Unacceptable behaviour may include (but is not limited to) excessive or continual barking, signs of extreme stress when left unattended (even if the Licence Holder is elsewhere within the premises), biting a person, showing aggression towards or biting another dog, or persistently marking in the house.
9.2.d.	If a dog exhibits any of the above behaviours, the Customer will be contacted to arrange for the dog to be removed from Bonnie’s House. If the Customer cannot be reached, the Emergency Contact listed will be asked to collect the dog. If house keys are held, Bonnie’s House may offer to return the dog home, but this depends on suitable cover being arranged for the other visiting dogs. No refund is issued for days where the Service has already commenced.
9.2.e.	The Customer agrees to inform Bonnie’s House immediately should they see any signs of aggression in their pet.  If a dog does not behave as described on the signed Registration Form, the Customer must arrange (with help from Bonnie’s House) to move the dog to another location for the remainder of the Day Care period.

10. Dog Home Boarding

10.1. Hours and Additional Charges

10.1.a.	Home Boarding is charged per day meaning that the minimum charge is for 2 (two) days, the day of arrival and the day of departure.
10.1.b.	Customers may drop their dog off between 8am and 4pm, and collect between 8am and 8pm, at times agreed in advance with Bonnie’s House.
10.1.c.	For safety and security, Bonnie’s House will only complete one dog handover at a time, meaning that drop of and collection times must be agreed by prior arrangement.

10.2. Provisions

10.2.a.	Dogs must be provided with sufficient food, treats and bedding to ensure their comfort and welfare during their stay. If a dog has not been provided with sufficient food to maintain health for the period of the stay, Bonnie’s House will purchase additional food (as described in the Registration Form), and Customers will reimburse Bonnie’s House on collection of the dog.
10.2.b.	If a Customer forgets to pack an item of equipment, Bonnie’s House will endeavour to loan a suitable item from stock. If this isn’t possible, Bonnie’s House will contact the Customer to decide whether the item should be purchased. Where items are purchased with the Customer’s consent, the Customer will be asked to reimburse Bonnie’s House for any charges at the time of collection.

10.3. Dogs Left Alone and Overnight

10.3.a.	Customers accept that in rare or emergency situations, their dog may be left securely on Bonnie’s House premises for no more than 3 hours during the day. Dogs from different households will be separated during this time. A trusted relative or pet sitter will attend as quickly as reasonably possible, depending on the nature of the emergency.
10.3.b.	If a dog is crate trained and habituated to using a crate, the Customer consents to Bonnie’s House using a crate to safely secure the dog during short periods on the premises, in line with local guidelines.
10.3.c.	If a Customer changes the dog’s sleeping arrangements at home and this affects the dog’s ability to be safely and suitably separated at Bonnie’s House, Bonnie’s House reserves the right to cancel future Home Boarding bookings. Any cancellations will be subject to the Cancellation Policy.

10.4. Unsuitable Behaviour and Aggression

10.4.a.	Dogs that require permanent isolation from other dogs are not accepted for Home Boarding at Bonnie’s House.
10.4.b.	Dogs that require temporary isolation from other dogs (for instance, recovering from a medical procedure) are accepted where it is possible and practical, and shall be separated for their booked period. Where it is not possible to keep a dog fully separate, Bonnie’s House reserves the right to cancel any bookings during the temporary period that isolation is required.
10.4.c.	Dogs that display unacceptable behaviours are not suited to Home Boarding. Unacceptable behaviour may include (but is not limited to) excessive or continual barking, signs of extreme stress when left unattended (even if the Licence Holder is elsewhere within the premises), biting a person, showing aggression towards or biting another dog, or persistently marking in the house.
10.4.d.	If a dog exhibits any of the behaviours listed above, the Customer will be contacted to arrange collection within a timeframe set by Bonnie’s House. If the Customer cannot be reached, the Emergency Contact listed will be asked to make the arrangements to collect the dog. No refund will be given for any remaining booked days.
10.4.e.	Should the Emergency Contact refuse or is unable to collect the Customer’s dog, Bonnie’s House will endeavour to put the dog(s) into kennels for the remainder of the period. If transportation costs are incurred for moving the dog to kennels, these will be paid by the Customer on their return. There will be no refund of boarding fees paid to Bonnie’s House, and charges incurred at the kennels will be payable by the Customer on collection of the dog. Dogs boarding together from the same family will not be separated without the Customer's consent, and if the Customer cannot be reached, all dogs will be moved to the alternative facility.
10.4.f.	If the Customer and Bonnie’s House can reach no mutual agreement for the care of the aggressive dog for the remainder of the period, Bonnie’s House will contact the local Licensing Authority or Dog Warden and will follow the advice or direction given by the Licensing Authority or the Dog Warden.  The Customer agrees to defer to the Licensing Authority or Dog Warden’s direction in such circumstances.
10.4.g.	The Customer agrees to inform Bonnie’s House immediately should they see any signs of aggression in their pet.  If a Customer's dog does not behave as described on the signed Registration Form, the Customer must arrange (with help from Bonnie’s House) to move the dog to another location for the remainder of the boarding period.

11. Dog Walking Within The Service

11.1. Lead Rules and Group Walking

11.1.a.	The Customer agrees that dogs will routinely be walked on a lead, and only walked off-lead if written and signed consent is given by the Customer.
11.1.b.	The Customer agrees, understands and accepts that dogs may be walked in groups, but will always be accompanied by sufficient Dog Walkers as to remain in control of all dogs present.  Bonnie’s House commit that dogs identified as nervous or 'not dog friendly' will not be walked in groups.
11.1.c.	Customers must provide a collar and lead (plus harness if used) that correctly fits the dog and is fit for purpose and is in a good state of repair.  The dog must have a Customer ID tag attached to either their collar or harness to be able to join walks.
11.1.d.	Bonnie’s House does not walk dogs on extendable or retractable leads. If one is provided, Bonnie’s House will use their own standard lead instead.
11.1.e	If a tracking device is worn, the Customer must provide Bonnie’s House with access to the live tracking for the duration of the Services for safety purposes.

11.2. Weather

11.2.a.

Bonnie’s House reserves the right to shorten or cancel walks during extreme weather conditions (e.g. high temperatures or thunderstorms) to protect the safety of both the dogs and the walker. Customers will be informed if walks cannot go ahead or must be cut short due to unsuitable weather. Alternative enrichment shall be offered until standard services can be resumed.

 

This is Version 2.2 of this Service Agreement. By signing, both parties confirm they are legally authorised to do so, understand and accept the terms in full, and agree to be bound by them. Each party acknowledges they have had the opportunity to seek independent legal advice if they consider it appropriate or necessary.