Terms, Conditions & Policies

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Terms and Conditions

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Privacy Policy

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Cookies Policy

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Cancellation Policy

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TERMS AND CONDITIONS

Last updated 15 March 2020

 

Booking 

  • On receipt of a satisfactory booking form and Pet Information Form together with a copy of the requested vaccination card(s), we will contact you to provisionally confirm your booking. Until the booking confirmation from us is received and your 50% booking fee paid, your booking is not confirmed.
  • All services are charged as stated on our Pricing page which can be found on our website for your selected MyWaggyTails location at MyWaggyTails.co.uk. Additional hours beyond the period of stay may be charged at £2.50 per hour.
  • Bank Holidays, Christmas, New Year and Easter may incur additional fees which you will be advised of at the time of booking.
  • Any dog walked by MyWaggyTails will be walked by a vetted, approved and an insured carer.
  • Any dogs home boarded or provided home day-care services (hereafter called ‘boarded’ or ‘boarding’) with MyWaggyTails will stay as part of our own family in our own home and enjoy all the home comforts as we do. Please note, MyWaggyTails has resident family dogs.  By boarding your dog with MyWaggyTails you consent for your dog to be boarded together with dogs from other households.  All dogs are fully supervised, and boarding dogs will be separated should they need to be left unattended for a short period of time, during mealtimes etc.
  • Where boarding/day care services are provided, please note ‘boarding’ numbers are strictly limited by our licence but there are likely to be dogs from other households boarding with us, this is particularly so in terms of cross-over dates. As in 1.4 above, dogs from different families will be separated should they be briefly left unattended.  This is for their safety and wellbeing.  By signing these Terms and Conditions you consent to your dog being boarded with other dogs other than our resident dogs.
  • A mandatory ‘familiarisation session’ (3 Step Check) is required prior to finally accepting any booking to meet the resident dogs (where applicable) he/she will be staying with whilst in our care. MyWaggyTails will contact you on acceptance of your booking to arrange a time and date (at no additional cost).
  • Any monies pre-paid for a booking where, following our mandatory ‘3 Step Check’ we determine it is not in our mutual best interests to proceed with your booking, will be reimbursed in full.
  • A Veterinary Release Form and an Owner’s Consent Form must be completed and provided in respect of each pet in our care.
  • All bookings must be made at very latest of 7 days before the arrival date, with exception only by mutual agreement. 
  • Owing to our own family and holiday commitments (shock, we have to have one too!), any booking is only 100% confirmed 3 months prior to your proposed booking date, although we endeavour to give advance notice of any possible blackout periods (typically this is likely to occur at some point over school holidays).
  • We do not accept dogs or bitches that have not been neutered/spayed (unless puppies/young juveniles).
  • We do not accept dogs registered under the Dangerous Dogs Act 1991
  • We do not accept dog hybrids registered under the Dangerous Wild Animals Act 1976 (eg, Wolf Hybrids).
  • We only accept puppies (juvenile dogs under 12 months) by prior arrangement and where the puppy has completed its course of vaccinations, a minimum of 2 weeks has elapsed since the last inoculation and where the puppy is fully house trained.

 

Cancellations

 

  • All bookings made with MyWaggyTails, under these Terms & Conditions are subject to and acceptance of our Cancellation Policy. Please refer to our full Cancellation Policy (shown on the footer of our website) at MyWaggyTails.co.uk. In outline…
  • Any cancellation must be provided in writing at the earliest opportunity, either by letter or email direct to the relevant MyWaggyTails physical or email address.
  • No booking is confirmed until a 50% (of the total calculated cost) – a non-refundable booking fee has been paid to secure the booking.
  • If a customer cancels a booking within 48 hours of a booking date, 100% of the booking is due.
  • For a cancellation between 48 hours to 28 days prior to the start of the booking period, 75% of the full booking costs is due.
  • For a cancellation over 28 days prior to the start of the booking period, fees less the non-refundable booking fee will be refunded, or held over for subsequent bookings, as directed by the customer.
  • We will reimburse you using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.

 

Our ‘Policy of Fairness’

  • Notwithstanding the above, MyWaggyTails will always treat each customer fairly and transparently.
  • We will use our best endeavours to replace a cancelled booking with a new customer. Where we are able to resell your original booking period to another customer, to reduce or eliminate any losses that MyWaggyTails might have incurred, we will reimburse you with such monies, less any administration cost.
  • Any ‘ad hoc’ bookings that are cancelled between 14 days and 48 hours before the start date of the booking, will require 75% payment for services.
  • If MyWaggyTails, cannot provide the service agreed (in extreme circumstances), we will endeavour to give at least 7 days’ notice and any monies paid will be refunded or held over if appropriate.

 

Aggressive Animals

  • The MyWaggyTails will not accept aggressive and anti-social pets.
  • 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.
  • The Client agrees that on booking services for their dog(s) that they have represented that the dog(s) have not shown aggression or caused harm, or threatening behaviour to any individual and/or any pet(s), and the client agrees to contact MyWaggyTails 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 or walk unruly dogs.
  • If the client’s dog(s) whilst being boarded shows aggressive tendencies towards any member of MyWaggyTails or their family, or should its behaviour become unacceptable or a nuisance beyond reasonable acceptance, the client agrees that he/she be placed either with the emergency contact or in a boarding kennel, until the client returns, and this will be subject to a transfer charge.

 

Unforeseen Circumstances 

  • 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, MyWaggyTails will purchase these, retain a receipt and the Client is responsible for reimbursement of these items on their return.

 

Updates 

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

 

Accompanying documents

  • The following are (not exclusive) various forms and documents that may be required to accompany each booking:
    • Booking Form
    • Pet Information Form (includes medical, behavioural information on your pet, emergency contact information, consents form)
    • Veterinary Release Form
    • Service Agreement (for ongoing services)

 

Privacy Policy

  • Our full Privacy and Cookies Policies can be seen on our website, or are available on request. 
  • All of our records will be stored in compliance with the General Data Protection Regulation (GDPR).
  • Personal information will be kept private and confidential and solely in relation to the services MyWaggyTails have been requested to provide. If requested, your data will be made available to the Local Licencing Authority for us to comply with our Licence Conditions.
  • The MyWaggyTails respects our clients’ entrusting us with the care of their pets and related information.

The MyWaggyTails reserves the right to post videos or photos of the dogs in its care in support of its business activities via social media business pages or it’s website unless specifically requested not to do so by the client.

  

Insurance

  • All reasonable care is taken to ensure the highest standards of care are provided.
  • The MyWaggyTails has valid public liability insurance, for the peace of mind of its clients.
  • The MyWaggyTails is insured with Pet Business Insurance Limited to provide dog walking, pet sitting, home boarding, home day care and pet taxi services. A copy of the policy is on display at our premises and from our business principals and welcomes you to read the policy provisions whilst attending the ‘3 Step Check’ familiarisation session.
  • We recommend that you purchase your own separate pet insurance to assist with any emergency veterinary treatment, should the unexpected happen.

  

Medication/Vaccinations/Immunisations

  • MyWaggyTails will follow instructions to administer medications as directed but cannot be held responsible for complications that arise as a result. Any medications required to be given will be documented on a separate sheet to the booking.
  • Under no circumstances will MyWaggyTails board any pet that has any form of active contagious illness and you undertake to advise MyWaggyTails prior to any service if you observe or become aware of any change in your pet’s behaviour, welfare or demeanour.
  • We require a copy of a valid vaccination certificate and evidence of current flea and worming medication prior to providing our services. There are no exceptions to this requirement.  If a copy has not be emailed to us, please bring your card to the meet and greet.
  • If MyWaggyTails (or any member of the household, including resident family dogs) 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.
  • Should a flea infestation be observed on a boarding dog, you consent to MyWaggyTails to treat the infestation as deemed necessary after discussion with your dog’s veterinary or MyWaggyTails Vet Clinic. Please ensure your dog is fully flea treated and wormed before boarding.  Any costs associated with treatment will be payable by you on collection.

 

Collars/Leads

Please provide secure collars/harnesses for all visits.

  • On arrival any ID tags will be supplemented with those of MyWaggyTails, detailing the name, and contact details of the business and be taken off on collection of your dog.

 

Exercise, wellbeing and enrichment

  • All home day care and home boarding dogs will accompany MyWaggyTails on their daily walking routine as part of their exercise plan (a copy of which will be shown to you on your meet and greet). The walking route can typically be around 1 hour in duration.  By signing these Terms and Conditions, you consent to your dog being exercised off site, on or off-lead (as specified by you) and with other compatible dogs that are well known to us.  If your dog cannot be exercised in this manner, please let us know without delay so suitable alternative arrangements may be made and our exercise plan amended to suit the needs of your dog.
  • A further afternoon/evening walk is also undertaken.
  • All walks are, at the discretion of the walker, cognisant of the environment, group dynamics, and individual behaviour and recall, off-lead, unless stipulated otherwise by a specific dog owner.
  • Enrichment activities take place for all home day care and boarding dogs and by signing this agreement you consent to us undertaking these activities, unless we are specifically requested not to due to medical reasons etc. Enrichment takes the form of play time (typically using soft toys, balls, fetch and seek out), scatter feeding around the house and garden, snuffle mats, treat balls, stuffed Kongs, outdoor platforms, tunnels and dog houses to explore together with socialisation with the resident dogs.  Enrichment is under full supervision and dogs are matched with a ‘play buddy’ for compatibility.
  • You consent to your dog sharing our outside area with our resident dogs (or another home day care or boarding dogs) for play and enrichment sessions (under full supervision).
  • You consent that dogs from different households will be kept together unless we are notified to the contrary.
  • Dogs will be brushed regularly to avoid fur matting and to keep them clean and comfortable during their stay. However, please note we are not dog groomers and do not offer a grooming service. 
  • Should your dog become sick/inured or subject to any infectious disease we will seek immediate advice from your Vet. Should your vet be unavailable, or in case of an emergency situation, you consent for us to seek treatment at MyWaggyTails.
  • Any dogs which require emergency isolation due to contagious (or suspected contagious) disease will primarily be isolated from the other dogs in their designated room and be required to be collected by their owner or emergency contact as soon as possible. If this is not possible, your dog will be transferred to our or the next nearest veterinary services who provide insolation services for us in support of the business.  Any costs associated with isolation will need to be settled in full by the owner on collection of the dog from the Veterinary.
  • You consent to your dog using a crate if it is crate trained and this already forms part of your dog’s usual routine. Crates will not be used for any dog which is not already crate trained and for no more than 3 hours maximum.

  

Emergency Contact

  • Emergency contact details must be provided on your booking form should a situation with your dog arise and you are unavailable.
  • The emergency contact needs to be an independent person (ie., if you are on holiday, not one of your holiday party) and authorised to make a decision on your behalf if you are uncontactable.
  • Emergency contacts may be used in situations as noted in 3.5 above and must be able to either collect your dog or agree that alternative boarding arrangements can be made (ie, a local kennel facility) if the need arises. Any costs associated with alternative arrangements should the emergency contact be unable to collect/board your dog will be at your expense.

 

Changes to return date

  • MyWaggyTails carefully schedules our time to serve you and our other clients, therefore, there are no refunds or credits for early returns.
  • In the event that you, the client is delayed on return, you must inform MyWaggyTails immediately, and we will use our best endeavours to make arrangements for continued cover.
  • We ask all clients to please keep to pre-arranged dropping off and collection times unless notified in advance. This greatly assists us with reintroducing your dog to the resident dogs in a calm and controlled manner.

  

Payments

  • MyWaggyTails accepts PayPal/cash/cheque/BACS transfer. Any cheques which do not clear, will be subject to an additional £10 administration fee. Please let us know if you wish to pay via bank transfer and we will provide our banking information.

A booking fee equivalent to 50% of the total sum due for the booking will be requested once your booking has been confirmed by us. 

  • The remaining balance is due 48 hours before your pet’s service commencement date.
  • Where services are required long term, the client may make payment monthly, by prior mutual consent.
  • Where payment is not received in accordance with these terms and conditions of business, MyWaggyTails reserves the right not to proceed with any previously agreed arrangements.

  

Liability

  • MyWaggyTails 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 MyWaggyTails reasonable control.

PRIVACY POLICY

Last updated: 30th March 2019

 

OUR APPROACH TO PRIVACY

  • Polkadot Consulting Limited (“MyWaggyTails”, “we”, “our”, or “us”) is committed to protecting your privacy. This privacy policy sets out how we collect, store, process, transfer, share and use data that identifies or is associated with you (“personal information”) and information regarding our use of cookies and similar technologies.
  • Until new UK privacy legislation is introduced, MyWaggyTails will continue to adopt the European Union’s privacy laws.
  • MyWaggyTails operates a platform which connects dog owners with dog carers who wish to host dogs and/or offer other dog related services using our website at MyWaggyTails.co.ukand mobile application that we make available (the “Service”).
  • This privacy policy applies to our Service. Terms used in this privacy policy have the same meaning as in our Terms of Service, unless otherwise defined in this privacy policy.
  • Before accessing or using our Service, please ensure that you have read and understood our collection, storage, use and disclosure of your personal information as described in this privacy policy.
  • MyWaggyTails is the data controller of the personal information we hold about you.

 

PERSONAL INFORMATION WE COLLECT ABOUT YOU AND HOW WE USE IT

  • We collect personal information about you when you voluntarily submit information directly to us when you use our Service. This can include information you provide to us when you register for an account, fill in a form on our Service, create or edit your user profile on the Service, send messages using the Service, correspond with us by phone, e-mail or otherwise, subscribe to our mailing lists, newsletters or other forms of marketing communications, respond to a survey, enter a promotion or use some other feature of our Service. We may also collect personal information from third parties and from social networks.
  • If you choose not to provide personal information, we may not be able to provide the Service to you or respond to your other requests.
  • The table at Annex 1sets out the categories of personal information we collect about you and how we use that information. The table also lists the legal basis which we rely on to process the personal information, the categories of recipients of the personal information and information as to how we determine applicable retention periods.
  • We also automatically collect personal information about you indirectly about how you access and use the Service and information about the device you use to access the Service.
  • The table at Annex 2sets out the categories of personal information we collect about you automatically and how we use that information. The table also lists the legal basis which we rely on to process the personal information, the categories of recipients of the personal information and information as to how we determine applicable retention periods.
  • We may link or combine the personal information we collect about you and the information we collect automatically. This allows us to provide you with a personalised experience regardless of how you interact with us.
  • We may anonymise and aggregate any of the personal information we collect (so that it does not directly identify you). We may use anonymised information for purposes that include testing our IT systems, research, data analysis, improving our Service and developing new products and features. We may also share such anonymised information with others.

 

MARKETING AND ADVERTISING

  • From time to time we may contact you with information about our products and services. Most marketing messages we send will be by email. For some marketing messages, we may use personal information we collect about you to help us determine the most relevant marketing information to share with you.
  • If you do not want to receive marketing messages from us, you will be able to tell us by selecting certain boxes on forms we use when we first collect your contact details. You can change your marketing preferences at a later date by:
    • Logging into your account on our Service and changing your notification preferences;
    • In respect of marketing messages sent via email, text message, or push notification, by clicking on the unsubscribe link at the bottom of that email, text message, or push notification respectively; and
    • In respect of marketing messages sent via push notification, by changing the settings on your device.
    • In any event, we may contact you by email or otherwise with important service-related information (including, for example, confirmation of a transaction).
  • Where you have given us permission to do so, we may share your contact details with third parties as per your consent so that they can provide you with information about products and services that they believe may be of interest to you.
  • If you decide you no longer want us to share your contact details with selected third parties for marketing purposes, you can let us know by contacting us using our contact details at the end of this privacy policy.

 

STORING AND TRANSFERRING YOUR PERSONAL INFORMATION

  • We implement appropriate technical and organisational measures to protect your personal information against accidental or unlawful destruction, loss, change or damage. All personal information we collect will be stored on secure servers. All electronic transaction entered into via our Service will be protected by SSL encryption technology. We will never send you unsolicited emails or contact you by phone requesting your account ID, password, credit or debit card information or national identification numbers.
  • International Transfers of your Personal Information. The personal information we collect may be transferred to and stored in countries outside of the jurisdiction you are in. Some of our service providers will process your personal information outside of the European Union; these international transfers of your personal information are made pursuant to appropriate safeguards, such as standard data protection clauses adopted by the European Commission. If you wish to enquire further about these safeguards used, please contact us using the details set out at the end of this privacy policy.
  • We will take reasonable steps to ensure that your personal information is treated securely and in accordance with applicable law and this privacy policy.

 

YOUR RIGHTS IN RESPECT OF YOUR PERSONAL INFORMATION

  • In accordance with European Union privacy law, you have the following rights in respect of your personal information that we hold:
    • Right of access. The right to obtain access to your personal information.
      Right to rectification. The right to obtain rectification of your personal information without undue delay where that personal information is inaccurate or incomplete.
      Right to erasure. The right to obtain the erasure of your personal information without undue delay in certain circumstances, such as where the personal information is no longer necessary in relation to the purposes for which it was collected or otherwise processed (including processing undertaken to comply with any of our legal obligations).
      Right to restriction. The right to obtain the restriction of the processing undertaken by us on your personal information in certain circumstances, such as where the accuracy of the personal information is contested by you, for a period enabling us to verify the accuracy of that personal information.
  • If you wish to exercise one of these rights, please contact us using the contact details at the end of this privacy policy. You may also review and edit the personal information you have submitted to us by logging into your account on our Service.
    You also have the right to lodge a complaint to the Information Commissioner’s Office in the UK.

 

COOKIES AND SIMILAR TECHNOLOGIES

  • Our website uses cookies to distinguish you from other users of our website. This helps us to provide you with a good experience when you browse our website and also allows us to improve our website.
    Cookies are pieces of code that allow for personalisation of our website experience by saving your information such as user ID and other preferences. A cookie is a small data file that we transfer to your computer’s hard disk for record-keeping purposes.
    We use the following types of cookies:
    • Strictly necessary cookies.These are cookies that are required for the operation of our website. They include, for example, cookies that enable you to log into secure areas of our website, use a shopping cart or make use of e-billing services.
    • Analytical/performance cookies.They allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it. This helps us to improve the way our website works, for example, by ensuring that users are finding what they are looking for easily.
    • Functionality cookies.These are used to recognise you when you return to our website. This enables us to personalise our content for you, greet you by name and remember your preferences (for example, your choice of language or region).
    • Targeting cookies.These cookies record your visit to our website, the pages you have visited and the links you have followed. We will use this information to make our website and the advertising displayed on it more relevant to your interests. We may also share this information with third parties for this purpose.
    • Third party cookies.Please be aware that advertisers and other third parties may use their own cookies tags when you click on an advertisement or link on our website. These third parties are responsible for setting out their own cookie and privacy policies.
  • The cookies we use are designed to help you get the most from the website but if you do not wish to receive cookies, most browsers allow you to change your cookie settings. Please note that if you choose to refuse cookies you may not be able to use the full functionality of our website. These settings will typically be found in the “options” or “preferences” menu of your browser. In order to understand these settings, the following links may be helpful, otherwise you should use the “Help” option in your browser for more details.

Cookie settings in Internet Explorer
2. Cookie settings in Firefox
3. Cookie settings in Chrome
4. Cookie settings in Safari webiOS

  • If you only want to limit third party advertising cookies, you can turn such cookies off by visiting the following links (please bear in mind that there are many more companies listed on these sites than those that drop cookies via our website):

Your Online Choices ( http://www.youronlinechoices.com/ )
2. Network Advertising Initiative ( http://www.networkadvertising.org/)
3. Digital Advertising Alliance ( http://www.aboutads.info/consumers)

 

LINKS TO THIRD PARTY SITES

  • Our Service may, from time to time, contain links to and from third party websites, including, but not limited to, those of other users, our partner networks, advertisers, partner merchants, news publications, retailers and affiliates. If you follow a link to any of these websites, please note that these websites may be collecting information from you when you are browsing and have their own privacy policies; we do not accept any responsibility or liability for their collection activities or policies. Please check the individual policies before you submit any information to those websites.

 

 

OUR POLICY TOWARDS CHILDREN

  • Our Service is not directed at persons under 18 and we do not knowingly collect personal information from children. If you become aware that your child has provided us with personal information, without your consent, then please contact us using the details below so that we can take steps to remove such information and terminate any account your child has created with us.

 

CHANGES TO THIS POLICY

  • We may update this privacy policy from time to time and so you should review this page periodically. When we change this privacy policy in a material way, we will update the “last modified” date at the end of this privacy policy. Changes to this privacy policy are effective when they are posted on this page.

 

NOTICE TO YOU

  • If we need to provide you with information about something, whether for legal, marketing or other business-related purposes, we will select what we believe is the best way to get in contact with you. We will usually do this through email. The fact that we may send notices to you will not stop you from being able to opt out of certain types of contact as described in this privacy policy.

 

CONTACTING US

  • Questions, comments and requests regarding this Privacy Policy are welcome and should be addressed to the Data Protection Officer at: [email protected]

Annex 1 – Personal information we collect
Annex 2 – Personal information automatically collected

COOKIES POLICY

Last updated: 7 February, 2018

MyWaggyTails (“us”, “we”, or “our”) uses cookies on the https://www.mywaggytails.co.uk website (the “Service”). By using the Service, you consent to the use of cookies.
Our Cookies Policy explains what cookies are, how we use cookies, how third-parties we may partner with may use cookies on the Service, your choices regarding cookies and further information about cookies.

 

What are cookies
Cookies are small pieces of text sent to your web browser by a website you visit. A cookie file is stored in your web browser and allows the Service or a third-party to recognize you and make your next visit easier and the Service more useful to you.

Cookies can be “persistent” or “session” cookies. Persistent cookies remain on your personal computer or mobile device when you go offline, while session cookies are deleted as soon as you close your web browser.

 

How MyWaggyTails.co.uk uses cookies
When you use and access the Service, we may place a number of cookies files in your web browser.

  • We use cookies for the following purposes:
  • To enable certain functions of the Service
  • To store your preferences
  • We use both session and persistent cookies on the Service and we use different types of cookies to run the Service:
    • Essential cookies. We may use essential cookies to authenticate users and prevent fraudulent use of user accounts.
    • Preferences cookies. We may use preferences cookies to remember information that changes the way the Service behaves or looks, such as the “remember me” functionality of a registered user or a user’s language preference.

 

What are your choices regarding cookies

  • If you’d like to delete cookies or instruct your web browser to delete or refuse cookies, please visit the help pages of your web browser.
  • Please note, however, that if you delete cookies or refuse to accept them, you might not be able to use all of the features we offer, you may not be able to store your preferences, and some of our pages might not display properly.

For the Chrome web browser, please visit this page from Google:https://support.google.com/accounts/answer/32050

For the Internet Explorer web browser, please visit this page from Microsoft: http://support.microsoft.com/kb/278835

For the Firefox web browser, please visit this page from Mozilla: https://support.mozilla.org/en-US/kb/delete-cookies-remove-info-websites-stored

For the Safari web browser, please visit this page from Apple: https://support.apple.com/kb/PH21411?locale=en_US

For any other web browser, please visit your web browser’s official web pages.

Where can you find more information about cookies
You can learn more about cookies and the following third-party websites:

AllAboutCookies:http://www.allaboutcookies.org/

Network Advertising Initiative: http://www.networkadvertising.org/

CANCELLATION POLICY

Last updated 1st January 2020

MyWaggyTails operates the following Cancellation Policy.

 

Cancellation information

  • In the event of any cancellation MyWaggyTails adopts a ‘Policy of Fairness’.
  • As a small business governed by the restricted numbers of potential customer spaces available under the terms of our licence and the scale of our operation, our latitude for flexibility on cancellation is limited.
  • Deposits and Advance Booking Fees are a customer’s way of reserving our services. Advance payments help us to pay our business’ actual costs during a contract.
  • If a customer cancels and it’s not MyWaggyTails fault, we have the right to protect ourselves or we will go bust, but we must take into account what our business is actually losing as a result. Such costs must not be excessive. And of course, cancellation may not be your fault either.
  • Your booking fee is calculated on 50% of your total booking cost. In the unfortunate event of a cancellation, this booking fee is non-refundable, however there are exceptions.
  • No booking is confirmed until a 50% (of the total calculated cost, a non-refundable booking fee) has been paid to secure the booking. And only then, it is conditional on our mandatory 3 Step Check assessment.
  • However, your rights under The Consumer Rights Act 2015 mean you have a right to cancel a contract and our policy of ‘fairness’ attempts to be fair and transparent to our customers.

 

Cancellation charges

Please see below.

  • The balance of any booking fees must be paid in full at least 48 hours before the booking period commences.
  • Any cancellation must be provided in writing at the earliest opportunity, either by letter or email direct to the relevant MyWaggyTails physical or email address.
  • If a customer cancels a booking within 48 hours of a booking date, 100% of the booking is due.
  • For a cancellation between 48 hours to 28 days prior to the start of the booking period, 75% of the full booking costs is due.
  • For a cancellation over 28 days prior to the start of the booking period, fees less the non-refundable booking fee will be refunded, or held over for subsequent bookings, as directed by the customer.
  • We will reimburse you using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.

 

Our ‘Policy of Fairness’

  • Not-with-standing the above, MyWaggyTails will always treat each customer fairly and transparently.
  • We will use our best endeavours to replace your cancelled booking with a new customer. Where we are able to resell your original booking period to another customer, and to reduce or eliminate any losses that MyWaggyTails might have incurred, we will reimburse you with such monies, less any administration cost. 

 

Insurance

  • Please check whether your holiday and household insurance cover you for any unforeseen cancellation of your pet’s visit/services prior to booking.

 

Hospitalisation or death

  • In the event of hospitalisation of your pet or yourself/immediate family member, or of either party’s sad demise that results in your booking cancellation, please advise us with confirmation in writing and we will look as favourably as we can on such a situation.

 

Changes

  • Please note: Our Terms & Conditions and our Cancellation Policy may change at any time. The most recent versions are provided on links provided on the footer our website. However, in the event of any change that might impact an existing booking of our Terms & Conditions or Cancellation Policy, we will provide such a customer with a minimum of 7 days prior notification in writing.

 

Advice

  • Advice about your legal right to cancel is available from your local Citizens’ Advice Bureau.

 

 

Questions

  • Please contact us with any questions and we will do our best to answer them.
my waggy tails cartoon dog footer

Get In Touch

Head Office
MyWaggyTails (Polkadot)
3rd Floor, 86-90 Paul Street
London EC2A 4NE
020 3962 0020

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