Moss Cottage Boarding Kennels & Cattery

1. The owner must confirm that the animal(s) being boarded are in a fit and healthy condition. It is the owner’s responsibility to inform us of any medical conditions in advance of the booking. Any medication required must be left in a clearly labelled bag with the name of the pet and the owner and with full, clear instructions on administering it to the pet.

2. All Cats and Dogs being boarded are required to be microchipped and current vaccinations must be in date. Certificates must be produced after every booster vaccination is given, otherwise boarding will be refused. In this event you will not be refunded unless the booking is replaced. All vaccinations must be valid at least 14 days prior to the boarding beginning and cover the whole of the boarding term. Cats are to be vaccinated against Feline Enteritis & Cat flu. Dogs are to be vaccinated against Distemper, Hepatitis, Leptospirosis, Parvovirus and Kennel Cough. This is for the safety of your pets.

3. Whilst we give our full attention and every care will be given to pets boarded with us, Moss Cottage will not be held responsible for any illness, injury, loss or damage to any animal(s) or their belongings, however caused, during their stay. Boarding is entirely at the owner’s risk. By signing this document, you authorise Moss Cottage staff to take immediate action and seek veterinary attention for your animal, regardless of the cause, if we determine this is necessary. Moss Cottage will endeavour to use the veterinary practice that the animal is registered with but if this is not possible, or in an Emergency, we will determine the vet who is used. Our staff will endeavour to contact the owner or the emergency contact via the details you have supplied in all instances.

4. Moss Cottage staff are authorised to call your veterinary practice should we need any information regarding your pets’ condition.

5. We do not insure for your pet’s illness or any other medical condition whilst in our care. Any further expenses will be charged to the owner. It is emphasised that our insurance excludes any current or recurrent illness or injury. By signing this agreement, you agree to cover any costs that arise from veterinary treatment, and we reserve the right to charge reasonable transport and time expenses. We may call you from the Vet’s surgery to arrange payment before treatment is commenced.

6. If we find ticks on your pet, we will (where possible) remove them safely with tick removers. If we feel this cannot be achieved, we will contact you or your emergency contact to discuss further treatment options with the assistance of a veterinary practice.

7. You need to provide us with a minimum of 1 emergency contact name and number for the duration of your pet’s stay. The emergency contact needs to be able to provide your pet with emergency accommodation should a situation arise where we are no longer able to keep them with us, e.g., your pet does not settle and becomes increasingly stressed or becomes ill etc. They must also have your permission to authorise veterinary treatment on your behalf if we cannot reach you in person. Please be aware that should we have to pass your pet on to your emergency contact, the full price for the duration booked will still apply and no refund will be given.

8. Any medication or personal items supplied by the owner that become damaged/destroyed by the animals or any member of staff, during boarding, are left at the owner’s risk and any veterinary treatment required following such an event will be at the owner’s expense.

9. Moss Cottage will not be held responsible for any loss of belongings. All customers must clearly label their belongings prior to their pets stay.

10. All veterinary recommended medication can be administered by our trained staff whilst your pet stays with us. Any medication required to be administered will incur a small fee of £2 per administration. All insulin injections for diabetes will incur a small charge of £5 per administration. However, should the medication at any time requiring administration be time consuming or deemed difficult, then we reserve the right to make an additional small charge.

11. BOOKINGS AND PAYMENTS. When you make a booking request by email, in person, telephone, website or social media, your booking is not confirmed/secure until the agreed payment has been received. We will require a £50 non-refundable deposit at the time of booking (£75 will be required Easter, June, July and August and £100 will be required December – Christmas and New Year). The balance of your pets stay to be paid in full at least 7 days prior to the start of the booking. Any booking made 7 days or less in advance of arrival shall require the full balance to be paid at the time of booking. Should you fail to pay the deposit or the balance in the timescale explained herein, we reserve the right to cancel your booking. We are not responsible for contacting you to chase payment, please ensure you are familiar with the payment terms and dates for payments are adhered to. 

12. CANCELLATIONS. If a booking is cancelled up to 7 days prior to the due arrival date, a refund of any monies paid less the non-refundable deposit applies. If a booking is cancelled less than 7 days prior to the due arrival date, you will be refunded 50% of any monies paid less the non-refundable deposit. Bookings and non-refundable deposits cannot be transferred to future bookings.

13. If you collect your pet early or adjust your booking (less than 7 days) you will still be charged for the original booking, unless the booking is extended, for which you will be charged the extra days fees. Most pet insurance or holiday plans will cover for such eventualities. Please check with your insurer and/or policy document and make sure you have adequate cover in the event of cancellation.

14. Boarding fees will be charged at the full day rate to include the day of arrival & the day of departure. For the avoidance of doubt, arrival is charged as day 1 and departure as day 2. This is to facilitate complete sanitation of the animal’s pen. No pets will be released until full and final payment has been received. Short over runs can be paid at the time of collection. Long extensions to boarding must be paid for at the time of request by card.

15. Moss Cottage reserve the right to charge extra during peak periods such as Christmas & New Year. Any change in the daily rate will be clearly published on the website and when the booking is confirmed.

16. Moss Cottage have a zero tolerance of any abuse towards or staff (may this be verbal or physical). You will be asked to leave with immediate effect and your booking may be terminated with immediate effect.

17. You must disclose to us if your pet has any aggressive tendencies either towards humans and/or other animals. If we feel that your pet poses a threat to our kennel staff, then we reserve the right to refuse to board your animal. Should your pet become aggressive towards staff during their stay, your emergency contact may be required to give your pet emergency accommodation. Please be aware that should we have to transfer your pet on to yourself or your emergency contact, the full price for the duration booked will still apply and no refund will be given. Customers or emergency contacts may be asked to remove difficult or dangerous pets from their housing units with immediate effect.

18. Moss Cottage reserve the right to retain any animal, charge for the extra stay until such time as the outstanding account is settled, or to transfer an animal to a suitable rescue centre, if any account becomes overdue or the animal is not collected within 7 days of the due collection date. Any costs involved will be the responsibility of the owner.

19. All customers must adhere to Moss Cottage Kennels & Cattery’s opening hours –

Monday – Sunday between 12pm-3pm.
Except Christmas Eve & New Year’s Eve 9am -12pm
We are closed to the General Public on Christmas Day, Boxing Day and New Year’s Day for dropping off & collecting

Any out of hours arrivals and departures may be made with prior arrangement at our discretion. This will incur an additional fee.

20. In the event of a delay in collection, notification must be given at the earliest opportunity and Moss Cottage reserves the right to refuse the extension.

21. There is free parking for drop off and collection of your pet. Moss Cottage will not be held responsible for any damage incurred to vehicles whilst in the car park.

22. Please note that your pet is your responsibility until a member of staff has taken them from you following the ‘checking in’ process at reception.

No cat will be accepted for boarding unless contained within a suitable carry box. Please note if we deem the carry box unsafe/unsuitable, we may refuse entry or charge you for a safe suitable carry box.

All dogs must be always restrained on a suitable secure lead or harness both in the kennels and the car park. Please note this is the customers responsibility to make sure all collars, leads & harness’ are fitted correctly.

23. All pets will be taken from the customer by a member of staff. No owners will be allowed to take their pets or belongings into their accommodation for health and safety reasons.

24. Whilst in our care, no animals will be allowed visitors.

25. Any owner wishing their pets to share a housing unit do so at their own risk and must sign a Disclaimer stating this. Should we feel it necessary to separate the pets, we will do so for the pet’s best interest, and an additional fee will be applied. No pets will be released until full and final payment has been received.

26. Moss Cottage reserves the right to change boarding/service fees at any time. Prices are subject to change without notice.

27. Please note you are on CCTV as soon as you enter our facility.

28. Please note no recording or photographs of our site and staff are permitted at any time. You will be asked to stop and remove any photos / footage with immediate effect.

29. All prices at Moss Cottage are inclusive of Boarding, Food, Heating and VAT. Specialist or Prescription Diets will need to be provided by the customer (unfortunately no reduction in price is made).

30. Moss Cottage reserve the right to add, change or vary these terms & conditions at any time with no notice. By agreeing these Terms & Conditions you acknowledge that you have read the document in full and accept the terms and conditions herein.

Amended by Moss Cottage Kennels – August 2024