Policies and procedures

• A 'meet and greet' consultation is required, prior to reservations, for all new clients.
• Bank Holidays, Christmas, New Year and Easter may incur additional fees which you will be advised of at the time of booking
• We do not accept non neutered or spayed dogs.
• Dog day care - Pick up 8.00 - 08.30 and drop off 17.00 -17.30
• Home boarding drop off and pick up times will be agreed at the time of the booking, collection and drop off available subject to milage
• Owners are required to give written consent to their dogs being mixed with dogs from different households

• K9 Instinct accepts bank transfer
• Day care or dog walking bookings must all be paid for in full on receipt of invoice at the end of each week
• A 50% deposit of the total sum due is payable to K9 Instinct at the time of booking for all Boarding bookings
• The remaining balance is due 48hrs before the first date of the booking
• Where services are required long term, the client may make payment on a monthly basis
• Where payment is not received in accordance with these terms and conditions of business, K9 Instinct reserves the right not to proceed with any previously agreed arrangements, and a cancellation fee will be payable

• In the event of Boarding cancellations that are notified to us 28 days or more prior to the start of the booking period all fees will be refunded
• Boarding bookings that are cancelled between 28 days and 48 hours before the start date of the booking, will require 75% payment for services
• Boarding bookings cancelled within 48 hours will be payable in full
• Dog day care and dog walking services will need double the amount of days as notice. For example, if you are cancelling one day of walks/day care we will require two days’ notice, if you will be cancelling one week of walks or day care we will require two weeks of notice
• If K9 Instinct, cannot provide the service agreed, we will do our best to arrange an alternative or provide full refund

• K9 Instinct will not accept aggressive animals
• The client agrees to be responsible for all costs (including but not limited to medical care, legal fees etc.) if the client’s pet(s) should bite another animal
• Client agrees that on booking services for their dog(s) that they have represented that the dog(s) to have not shown aggression or caused harm, or threatening behaviour to any individual and, or any pet(s), and the client agrees to contact K9 Instinct as soon as possible if any of these behavioural changes presents itself or if it has the potential to cause harm to any individual or pet(s)
• We will not board unruly or untrained dogs
• If the client’s dog(s) whilst being boarded shows aggressive tendencies towards the pet service provider or their family, or should its behaviour become unacceptable or a nuisance beyond reasonable acceptance, the client agrees that he/she be placed with the emergency contact until the client returns

• In the event that additional items need to be purchased in the absence of the client – i.e. pet food, or other necessary items that contribute to the health and wellbeing of your pet, K9 Instinct will purchase these, retain a receipt and the pet owner is responsible for reimbursement of these items on their return
• Owners agree to K9 Instinct seeking veterinary treatments or advise in the event of the dog becoming ill, injured or requiring emergency treatments. Owners are liable for the full cost of any veterinary fees that may be incurred while their dogs are in the care of K9 Instinct

Please inform us of any changes regarding your contact numbers, your pet’s care needs, your emergency contact details and other pertinent information. 

• All of your information will be kept private and confidential
• K9 Instinct highly respects our clients entrusting us with the care of their pets
• All of our records will be stored in compliance with the Data Protection Act 1998

• All reasonable care is taken to ensure the integrity and suitability of the care provided
• K9 Instinct has valid public liability insurance, for the peace of mind of its clients
• We recommend that you purchase your own separate pet insurance

• K9 Instinct will follow instructions to administer medications as directed but cannot be held responsible for complications that arise as a result
• Under no circumstances will K9 Instinct board any pet that has any form of active contagious illness
• We require a copy of a valid vaccination certificate
• If the pet service provider is bitten or exposed to any disease or ailment received from the client’s pet(s) which has not been properly or currently vaccinated, the client will be responsible for all costs and damages that may be incurred as a result
• K9 Instinct requires all dogs to be on a flea and worm treatment plan
• K9 Instinct does not insist on the Kennel Cough vaccination. However, if the vaccination or booster is given, we require 4 full weeks before the pet can be allowed back on the premises. We reserve the right to refuse a dog entry if verification of the date of vaccination or booster cannot be provided  

• Please provide secure collars with appropriate tags for all visits
• We recommend extendable leads are not used 

• K9 Instinct carefully schedules our time to serve you and our other clients, therefore, there are no refunds or credits for early returns or last-minute changes to pet care
• In the event that the client is delayed on return, they must inform K9 Instinct immediately

• K9 Instinct shall not be liable to the client or be deemed to be in breach of the contract by reason of any delay in performing, or any failure to perform, any of its obligations in relation to the services, if the delay or failure was due to any cause beyond the pet service provider’s reasonable control
• K9 Instinct uses photos images of pets for social media and advertising. If you do not want images of your pet to be used, you must make this known.