Terms & Conditions.

These Terms & Conditions apply to services provided by PetStop London Ltd ("PetStop London", "we", "us" or "our").

By making a booking, purchasing a membership or placing your pet in our care, you confirm that you have read, understood and agreed to these Terms & Conditions.

These terms apply alongside any service-specific information, booking confirmations, consent forms and policies provided to you. Where a particular service has additional conditions, these will also form part of your agreement with us.

The person making the booking must be at least 18 years old and must be the pet's owner or have authority from the owner to make decisions regarding the pet's care.

All bookings are subject to availability and suitability.

Submitting a booking request does not guarantee a space. A booking is confirmed once it has been accepted by PetStop London and any required payment or deposit has been received.

We may decline a booking where we believe we cannot safely or appropriately meet a pet's needs, where required information has not been provided, or where accepting the booking could affect the welfare or safety of other pets or people in our care.

Availability may vary during busy and peak periods, and regular or priority clients may receive booking priority where this forms part of their membership or service benefits.

A meet & greet and trial process forms part of our welfare and licensing procedures, helping us assess each dog's suitability for the service and compatibility with the environment and other dogs in our care.

Completing a trial does not guarantee acceptance into a service. Suitability is assessed with regard to behaviour, temperament, the service environment, compatibility with other dogs and our ability to meet the dog's needs safely.

We may recommend further trials, adjustments to the proposed care arrangements, or decline a service where appropriate.

For Grooming and Small Pets Boarding, we may request additional information or an introductory assessment where reasonably necessary to understand the pet's needs.

• New Daycare dogs must complete a meet & greet and a successful Trial Day before joining Daycare.
• New Dog Boarding clients must complete a meet & greet and a successful Trial Night before a longer boarding stay.
• New Group Dog Walking clients must complete a meet & greet and Trial Walk so that we can assess suitability and, where appropriate, introduce the dog to potential walk mates.

Clients must provide complete, accurate and current information relevant to the safe care of their pet, including where applicable:

• age, breed, sex and neutering status;
• vaccination status;
• medical conditions, allergies, injuries and medication;
• diet and feeding requirements;
• behavioural history, including aggression, biting, resource guarding, anxiety, reactivity or escape behaviour;
• usual veterinary practice and emergency contact details; and
• any other information that may affect the safety or welfare of the pet, other animals or people.

Clients must tell us promptly if any of this information changes.

Deliberately withholding or materially misrepresenting relevant information may result in a booking being cancelled, a service being refused or the client relationship being ended.

Dogs attending Daycare, Dog Boarding or Group Dog Walking must be up to date with DHP, Leptospirosis and Kennel Cough vaccination. Proof may be required before attendance and must be kept current.

Pets showing signs of a contagious or potentially contagious illness must not attend. This includes symptoms such as coughing, vomiting or diarrhoea. Clients must tell us if their pet develops relevant symptoms or has a known infectious condition.

If a pet develops signs of illness while in our care, we may separate the pet where appropriate, contact the owner or emergency contact, require collection and/or seek veterinary advice or treatment in accordance with these Terms.

Pets must be appropriately protected against fleas, ticks, worms and other parasites relevant to their species and circumstances.

We may refuse, postpone or temporarily suspend attendance where we reasonably believe there is an infection or parasite risk to other animals or people.

We accept unneutered male and female dogs subject to individual suitability.

Female dogs in season cannot use any PetStop London service and must not attend until the season has finished.

Clients must tell us before a booking if a female dog is in season or is expected to come into season during the booking period.

If a dog is discovered to be in season after arrival, we may require the dog to be collected as soon as reasonably possible.

7.1 Membership structure

Regular Daycare Memberships provide a set monthly daycare allowance and are available as Fixed or Flexible memberships. Fixed and Flexible Memberships are priced separately, with Flexible Memberships charged at a higher rate in exchange for greater flexibility in selecting daycare dates. Fixed Memberships reserve agreed recurring daycare spaces while the membership remains active and paid. Flexible Memberships provide the relevant allowance but individual dates remain subject to availability. Current prices, allowances and benefits are shown on our Daycare page or confirmed when the membership is purchased.

7.2 Membership payments

Memberships are ongoing monthly arrangements paid in advance for the following monthly period. Payment must be received before the new allowance becomes available.

Payment may be collected automatically using a saved payment method or made manually where this option is available.

If payment is not received, the next membership allowance will not become available, future bookings may be suspended or released and any Fixed Membership spaces may be released. Any outstanding balance remains due.

A failed or missed payment does not automatically cancel a membership. The normal membership cancellation notice still applies.

7.3 Fixed Membership spaces

Fixed Membership days remain reserved while the membership is active and paid. If a membership is frozen, suspended, unpaid or cancelled, the reserved space may be released and the same day cannot be guaranteed when the membership resumes.

7.4 Swapping Daycare days

Fixed and Flexible members may request to swap a booked Daycare day with at least 48 hours' notice. All swaps are subject to availability and do not create an additional daycare allowance.

7.5 Cancelling a Membership Daycare booking

Where at least 7 full days' notice is provided before a booked Membership Daycare day, the cancelled booking will be returned as a Daycare Credit.

Daycare Credits may be used for an eligible Monday–Friday Daycare booking, subject to availability. Credits expire 3 months from the original cancelled service date, have no cash or refund value, are non-transferable and do not guarantee availability on a particular date.

Where fewer than 7 full days' notice is provided, no Daycare Credit is issued and the booked day is treated as used.

7.6 Unused allowance

Unused monthly Daycare allowance does not roll over into a later monthly period. Only eligible cancelled bookings converted into Daycare Credits under these Terms may be used later.

7.7 Ad Hoc Daycare

Ad Hoc Daycare is subject to availability. An Ad Hoc booking may be swapped or cancelled with at least 3 days' notice. Where less than 3 days' notice is provided, the booking is non-refundable and will not normally be transferable.

7.8 Holiday Freeze

A Daycare Membership may be frozen for up to one month at a time, with one full calendar month's notice. One free Holiday Freeze is available within each 6-month period.

During the agreed freeze, membership charges and allowance are paused. Fixed Membership spaces may be released during the freeze and the same regular day cannot be guaranteed when the membership resumes. Bookings cannot be made against a frozen membership.

7.9 Medical and exceptional circumstances

Where a genuine medical or exceptional circumstance affects a booking or membership, we may consider an extension to a credit, an adjustment to bookings or another reasonable arrangement. We may request veterinary or other reasonable supporting evidence.

This is considered individually and does not create an automatic right to a refund, freeze, extension or waiver of the applicable terms.

7.10 Cancelling a Daycare Membership

Daycare Memberships require one full calendar month's notice to cancel. The membership remains active and payable during the notice period.

At the end of the notice period, the membership ends, any Fixed Membership spaces are released, unused monthly allowance expires and any remaining Daycare Credits are cancelled. No cash refund is provided for unused allowance or credits.

7.11 Membership benefits

Membership benefits may include care perks, booking priority and/or fixed Dog Boarding rates depending on the membership purchased. Benefits apply only while the relevant membership is active, eligible and paid.

Benefits have no cash value, may require advance booking and remain subject to availability and the terms of the service being booked. Not every membership includes every benefit; in particular, fixed Dog Boarding rates apply only to qualifying memberships.

7.12 Membership changes

Requests to change membership type or allowance are subject to availability and approval. Where a change affects reserved capacity, notice may be required. Any new price, allowance or benefits will apply from the agreed change date.

8.1 Eligibility and trial

Dog Boarding is available to members and non-members, subject to availability and suitability. New boarding dogs must complete a meet & greet and successful Trial Night. A successful trial does not guarantee acceptance for every future booking.

8.2 Charging period

Dog Boarding is charged in 24-hour periods from the agreed check-in time. The applicable rate may depend on the dog's size, age, care requirements, multiple-dog arrangements and whether peak pricing applies.

Where a dog remains beyond the booked 24-hour period, late checkout is charged at £30 for up to 4 additional hours and £50 for more than 4 additional hours. Extensions are subject to availability and agreement.

8.3 Check-in and collection

Standard check-in and collection hours are Monday–Friday 8:00am–6:00pm and Saturday 8:00am–5:00pm. Sunday and out-of-hours arrangements are available only by prior agreement and availability and may carry an additional charge.

Clients should tell us as early as possible about significant changes to agreed arrival or collection times.

8.4 Peak periods

Peak pricing applies during June–August, December, Easter and Bank Holidays. The current peak surcharge and applicable rate will be displayed or confirmed at booking. Where a stay crosses into or out of a peak period, the applicable peak rate may be charged for the relevant portion of the stay.

8.5 Long stays

Dog Boarding stays of 2 weeks or more receive a 10% discount from the standard nightly rate. The discount does not apply to peak-period charges.

8.6 Multiple dogs

Reduced rates may apply where multiple dogs from the same household board together. The applicable rate depends on size and care requirements. Dogs must be able to share the proposed arrangements safely; different care needs may result in a different rate.

8.7 Puppy / Extra Care

A Puppy / Extra Care rate may apply to dogs under 12 months or dogs requiring additional supervision or care, including additional potty breaks, supervision, adapted activities or medication. Any applicable rate will be confirmed before the booking.

8.8 Membership boarding benefits

Certain eligible Daycare Memberships may include priority access and fixed Dog Boarding rates. These benefits apply only while the qualifying membership is active and paid. Priority does not guarantee availability and not all Daycare Memberships include fixed boarding rates.

8.9 Food, medication and belongings

Clients must provide their dog's usual food in sufficient quantity for the full stay. Medication must be supplied in sufficient quantity, in its original or clearly labelled packaging, together with accurate instructions.

Clients must disclose relevant health and dietary information before the stay.

Reasonable care will be taken with personal belongings, but we cannot guarantee against ordinary wear, pet-related damage or accidental loss where reasonable care has been taken.

8.10 Boarding transport

Boarding collection and drop-off may be available Monday–Friday, subject to availability, and is charged according to distance from our Cricklewood boarding location.

8.11 Changes and extensions

Clients should contact us as soon as possible if a boarding stay needs to be changed or extended. Extensions are not guaranteed and depend on capacity, staffing, existing bookings and safety. Additional boarding, late-checkout and transport charges may apply.

9.1 Service

PetStop London provides group dog walks. Walks are approximately one hour of walking time and include collection and return. Groups are limited to a maximum of 4 dogs per walker.

Dogs are grouped with consideration to age, size, temperament, energy level, behaviour and individual needs.

9.2 Meet & Greet and Trial Walk

New walking clients must complete a meet & greet and Trial Walk. This allows us to assess suitability and, where appropriate, introduce the dog to potential walk mates.

We may recommend a particular group, further assessment or decline the service where group walking is not appropriate.

9.3 Property access

Where collection or return requires access to the client's property, the client must provide safe and accurate access instructions.

9.4 Weather and safety

Walks operate in most weather conditions. We may shorten, adapt, relocate or cancel a walk where reasonably necessary for safety, including during extreme heat, severe weather or unsafe travel conditions. We will notify clients of significant changes where reasonably possible.

9.5 Muddy dogs

Clients should leave a suitable towel where required. Where an appropriate hose is accessible and its use has been authorised, we may rinse excessive mud from a dog. This does not include a full wash or grooming service.

9.6 Equipment

Dogs must have secure, correctly fitting walking equipment. We may use additional safety equipment where appropriate. Equipment we consider unsafe or unsuitable must be replaced before the service can continue.

9.7 Behaviour

Clients must disclose aggression, biting, reactivity, resource guarding, escape behaviour and other relevant behavioural concerns. We may change a dog's group, suspend or discontinue walking where reasonably necessary for safety or welfare.

9.8 Cancellations

Group Dog Walking bookings require at least 24 hours' notice to cancel or reschedule. Where less than 24 hours' notice is provided, or a walk cannot take place because access was unavailable, the booking is charged in full.

Where PetStop London cannot provide a booked walk, no charge will be made or an appropriate credit/refund will be provided. Exceptional circumstances may be considered individually.

10.1 Eligibility

Grooming is currently available only to PetStop London Daycare members and Dog Boarding clients.

10.2 Prices

Grooming prices depend on the dog's size, breed, coat type and condition, temperament and the service required. Where prices are shown as starting prices, the final price may vary where matting, coat condition, behaviour or additional time materially changes the work required.

Where reasonably possible, significant additional charges will be discussed before the additional work is carried out.

10.3 Matting

Animal welfare takes priority over a requested style. Where a coat is significantly matted, we may recommend or carry out a shorter clip rather than prolonged or excessive dematting.

We will try to contact the client before making a substantial change to the intended groom. If the client cannot be reached, we will carry out only work we consider reasonably necessary and appropriate for the dog's welfare.

10.4 Health and skin conditions

Clients must disclose relevant medical conditions, allergies, skin conditions, injuries and recent procedures. Groomers may notice signs that warrant veterinary attention but do not provide veterinary diagnoses.

A groom may be adapted, postponed or stopped where necessary for the dog's welfare.

10.5 Behaviour and distress

Clients must disclose aggression, biting, significant anxiety or handling sensitivities. We may modify or stop a groom where the dog becomes significantly distressed or where continuing would be unsafe.

Additional handling or time may result in an additional charge where this has been reasonably explained.

10.6 Fleas and parasites

Dogs should be appropriately protected against fleas and other relevant parasites. If parasites are discovered, we may stop or adapt the groom. Any reasonable cleaning or treatment-related charge will be discussed where applicable.

10.7 Grooming results

Grooming results depend on coat condition, matting, behaviour, tolerance and welfare considerations. A particular style or finish cannot be guaranteed where it would be unsuitable or unsafe.

10.8 Deposit and balance

A 50% deposit is required to secure a Grooming appointment. The appointment is not reserved until the deposit has been received.

The remaining balance is due at the end of the groom so that any agreed adjustments or additional work can be included in the final price.

10.9 Cancellations

Grooming appointments require at least 48 hours' notice to cancel or reschedule. Where the required notice is provided, the deposit will be refunded in full or, at the client's request, transferred to a replacement appointment.

Where less than 48 hours' notice is provided, the deposit will normally be retained to reflect the reserved appointment time and resulting loss. For a same-day cancellation or no-show, the full booked grooming charge may remain payable where the appointment cannot reasonably be filled.

Exceptional circumstances may be considered individually.

11.1 Pets accepted

Small Pets Boarding may include rabbits, guinea pigs, hamsters, rats, gerbils, chinchillas, hedgehogs, birds, parrots and small reptiles, subject to our ability to meet the individual pet's needs safely and appropriately.

We do not currently accept ferrets, snakes or birds of prey.

11.2 Accommodation

PetStop London provides accommodation for rabbits and guinea pigs.

For other species, clients must provide a suitable, secure and clean cage, vivarium, enclosure and any necessary species-specific equipment unless otherwise agreed. We may refuse accommodation we reasonably consider unsafe or unsuitable.

Unneutered rabbits are welcome but may require different accommodation. Due to the increased likelihood of territorial marking or urine spraying, unneutered rabbits will not normally use our wooden custom hutches and may instead be accommodated in a suitable cage and playpen arrangement that can be effectively cleaned and disinfected.

For bonded rabbits, clients must disclose the sex and neutering status of each rabbit.

11.3 Housing pets together

Pets from different households are not housed or allowed to free roam together.

Bonded pets from the same household may be housed together where appropriate. Clients must tell us about any recent fighting, changes to a bond or other compatibility concerns. We may separate pets where reasonably necessary for welfare or safety.

11.4 Separation from dogs

Small pets are accommodated in a dedicated area securely separated from dogs. Dogs are not permitted access to the Small Pets Boarding area.

11.5 Food

PetStop London provides fresh vegetables and/or fruit for any species where these form part of the pet's normal and appropriate diet.

For rabbits and guinea pigs, we also provide Timothy Hay and suitable forage.

Clients must provide their pet's usual dry or species-specific food in sufficient quantity for the entire stay.

Clients must provide accurate feeding instructions and tell us about any allergies, dietary restrictions or special feeding requirements before check-in.

We will follow the pet's usual diet and feeding routine as closely as reasonably possible during the stay.

11.6 Medication and individual care

Clients must disclose relevant medical conditions, injuries and medication before the stay. Medication must be supplied in sufficient quantity with clear instructions.

We may decline a booking where the level of medical or specialist care required is beyond what we can safely provide.

11.7 Free roam, handling and updates

Where appropriate for the species and individual pet, we provide safe opportunities for free roaming, interaction and enrichment. The amount and type of interaction will vary according to species, temperament, normal routine and individual needs.

We will not force handling or interaction if a pet is showing signs of distress, fear or does not want to interact.

Some pets may be active at particular times, prefer to remain in their enclosure or hiding area, or take time to settle. We will respect the pet's normal behaviour and allow interaction at the pet's own pace.

Photo and video updates may be provided where reasonably possible, but we will not disturb, wake, remove a pet from hiding or unnecessarily handle a pet solely to take a photograph or video.

11.8 Charging

Small Pets Boarding is charged per night. The applicable rate depends on the species, number of pets, accommodation requirements and whether peak pricing applies, and will be confirmed at booking.

11.9 Peak periods and long stays

Small Pets Boarding peak periods are August, December and Easter.

Stays of 2 weeks or more receive a 10% discount from the standard boarding rate. The long-stay discount does not apply to peak-period nights.

11.10 Check-in, collection and transport

Standard check-in and collection hours are Monday–Friday 8:00am–6:00pm and Saturday 8:00am–5:00pm. Sunday and out-of-hours arrangements are subject to prior agreement, availability and the applicable charge.

Collection and drop-off may be available subject to availability and is charged according to distance from our Cricklewood boarding location.

11.11 Deposit and cancellation

A 25% holding deposit is required to reserve a Small Pets Boarding booking. The space is not guaranteed until the deposit has been received.

The remaining balance is due on or before check-in. A pet will not be accepted for boarding where the required balance remains unpaid.

A booking may be cancelled with at least 7 full days' notice before the agreed check-in. Where the required notice is provided, the holding deposit and any other payments made for the cancelled booking will be refunded in full.

Where fewer than 7 full days' notice is provided, PetStop London may retain or charge an amount reflecting the reasonable loss caused by the cancellation, taking account of costs saved and whether the reserved space can be refilled.

For a same-day cancellation or no-show, the full cost of the reserved stay will normally remain payable. Where our loss is reduced, including where we are able to refill the space, the charge will be adjusted where appropriate.

Exceptional circumstances may be considered individually.

11.12 Rabbit vaccinations

All rabbits must be up to date with vaccinations recommended for pet rabbits, including Myxomatosis, RVHD1 and RVHD2, in accordance with current veterinary guidance.

Proof of vaccination must be provided before boarding and kept current. This requirement applies to indoor rabbits as well as outdoor rabbits.

We may refuse or postpone a booking where appropriate vaccination evidence has not been provided or is out of date.

11.13 Parasite and flystrike prevention

Small pets must arrive free from fleas, mites and other external parasites and should receive appropriate preventative parasite care for their species and circumstances.

Rabbits must receive appropriate flystrike prevention and regular checks, particularly during warmer periods.

Clients must tell us about any recent or current parasite infestation or transmissible condition. Indoor-only pets are not exempt from these requirements.

Where parasites or a transmissible condition are discovered during a stay, we may isolate the pet where appropriate, contact the client and/or seek veterinary advice or treatment in accordance with these Terms.

12.1 Prices and payment

Prices are stated in pounds sterling and include VAT where applicable. The price payable is the price displayed or confirmed for the relevant service, together with any additional charges agreed with the client or reasonably incurred under these Terms.

Depending on the service, payment may be required in full in advance, by deposit, as a recurring membership payment or as a remaining balance. Where a deposit is required, the booking is not reserved until the deposit has been received.

12.2 Overdue balances

Clients are responsible for making payment by the applicable due date. Where a balance becomes overdue, PetStop London may suspend future services, withhold booking confirmations or release reserved spaces.

An overdue balance does not automatically cancel a booking or membership, and amounts properly due remain payable.

Where payment is required before a pet is accepted into our care, we may refuse check-in until payment has been received.

If an overdue balance remains unpaid after 7 days, PetStop London may apply a reasonable late-payment administration charge of £10 to reflect the additional administration involved in pursuing the overdue account. Only one £10 administration charge will be applied to the same overdue balance.

Where an overdue account requires third-party debt recovery or legal proceedings, PetStop London may seek reasonable and properly incurred recovery costs where legally recoverable. We will provide reasonable notice before referring an account for external recovery.

Clients who genuinely dispute an amount should contact us as soon as possible so that the matter can be reviewed.

12.3 Standard cancellation notice

The standard cancellation and rescheduling periods are:

• Membership Daycare: at least 7 full days for a Daycare Credit; swaps require at least 48 hours' notice;
• Ad Hoc Daycare: at least 3 days;
• Dog Boarding: at least 7 full days;
• Small Pets Boarding: at least 7 full days;
• Group Dog Walking: at least 24 hours; and
• Grooming: at least 48 hours.

Where insufficient notice is provided, the cancellation charge, deposit treatment or loss of entitlement applicable to the relevant service will apply. Exceptional circumstances may be considered individually.

12.4 Calculating full days

Where these Terms require a number of "full days" of notice, the day on which notice is given and the day on which the service begins are not counted as full notice days.

For example, where 7 full days' notice is required for a service beginning on a Friday, cancellation must be made no later than the preceding Thursday before the 7 full notice days begin.

Where notice is stated in hours, it is calculated backwards from the scheduled start time.

12.5 Deposits

Dog Boarding and Small Pets Boarding require a 25% holding deposit. Grooming requires a 50% deposit based on the booked or estimated appointment price. A deposit-required booking is not reserved until the applicable deposit has been received.

Where a booking is cancelled within the applicable cancellation window, the deposit will be refunded in full. If the booking proceeds, the deposit forms part of the total price.

12.6 Dog Boarding deposit and cancellation

A 25% holding deposit is required to reserve a Dog Boarding booking. The space is not guaranteed until the deposit has been received.

The remaining balance is due on or before check-in. A dog will not be accepted for boarding where the required balance remains unpaid.

A Dog Boarding booking may be cancelled with at least 7 full days' notice before the agreed check-in. Where the required notice is provided, the holding deposit and any other payments made for the cancelled booking will be refunded in full.

Where fewer than 7 full days' notice is provided, PetStop London may retain or charge an amount reflecting the reasonable loss caused by the cancellation. For a same-day cancellation or no-show, the full cost of the reserved stay will normally remain payable. Where our loss is reduced, the charge will be adjusted where appropriate.

12.7 Daycare Credits

Daycare Credits expire 3 months from the original cancelled service date. They may be used only for eligible Monday–Friday Daycare bookings, subject to availability, and have no cash or refund value.

Credits are non-transferable. Ordinary unused monthly allowance is not converted into credits and does not roll over.

Any remaining Daycare Credits are cancelled when the relevant Daycare Membership ends.

12.8 Refunds

Where a refund is due, it will normally be made to the original payment method where reasonably possible.

No refund is provided simply because a client chooses not to use a booked service or does not use the full allowance included in a membership, subject always to the cancellation terms and any statutory rights that apply.

12.9 Cancellation by PetStop London

Where PetStop London cancels a paid service and no suitable alternative is agreed, an appropriate refund or credit will be provided for the service not supplied.

This does not apply in the same way where the service cannot proceed because of a client breach, an unsafe situation arising from materially withheld information, unmet health or vaccination requirements, or required payment not being made.

12.10 Chargebacks

Clients should contact PetStop London first if they believe a payment is incorrect so that we have an opportunity to investigate.

A chargeback or reversed payment does not remove an amount that is legitimately due. Where a reversed payment results in an outstanding balance, future services may be suspended until the account is resolved.

13.1 Collection and drop-off

Collection and drop-off may be available for eligible services and locations, subject to availability. Transport is included where the relevant service specifically states that it is included; otherwise the applicable charge will be displayed or confirmed.

Clients must provide the correct collection/return address and any information reasonably required for safe access.

13.2 Transport times

Collection and return times are estimates or time windows unless a specific time has been expressly agreed. Traffic, weather, road closures, other collections and operational circumstances may affect timing.

We will make reasonable efforts to operate within the expected window and will notify clients of significant delays where reasonably possible.

13.3 Client availability and failed access

Where the client is required to be present, the client must be available during the agreed collection or return window.

If we cannot gain access for a collection, the applicable missed-service or late-cancellation terms may apply.

If we cannot safely return a pet, we will attempt to contact the client and emergency contact and make reasonable arrangements for the pet's continued care. Reasonable additional care or transport charges may apply.

13.4 Keys, access codes and entry

Where a client provides a key, access code or alarm information, the client authorises PetStop London to enter the property only as reasonably necessary to provide the booked pet-care service.

Clients must provide accurate instructions and promptly tell us about changes.

13.5 Retained keys

Keys retained by PetStop London will be stored securely and will not be labelled with the client's full address.

Clients must disclose any restrictions relevant to the use of a key. If a key is lost or damaged because PetStop London failed to take reasonable care, we will meet the reasonable cost of replacement.

13.6 Alarms

Clients must provide accurate alarm instructions. We are not responsible for consequences arising from incorrect, incomplete or outdated instructions. Reasonable additional costs caused by an avoidable access or alarm issue may be charged where appropriate.

13.7 Other people and animals at the property

Clients must tell us about other animals, contractors, visitors or circumstances that may affect safe access. Animals at the property must be safely managed so that our team can enter and leave safely.

13.8 Safe transport

Pets will be transported using appropriate safety equipment and arrangements. Dogs from different households may travel in the same vehicle.

Routes, vehicle arrangements and groupings may be adjusted where reasonably necessary for welfare, safety or operational reasons.

13.9 Breakdowns and disruption

If a vehicle breakdown, accident or other serious transport disruption occurs, animal welfare will take priority. We will make reasonable alternative arrangements and notify affected clients where appropriate.

14.1 Veterinary and emergency information

Clients must provide accurate veterinary practice and emergency contact details together with relevant medical information.

14.2 Illness or injury in our care

If a pet becomes ill or is injured while in our care, we will assess the situation, take reasonable steps to protect the pet's welfare and, where appropriate, contact the owner or emergency contact, monitor or separate the pet, arrange collection and/or seek veterinary advice.

14.3 Urgent veterinary treatment

In an urgent situation, animal welfare takes priority. We will make reasonable efforts to contact the owner or emergency contact before treatment.

Where the owner or emergency contact cannot be reached, or where waiting would reasonably risk the pet's welfare, the client authorises PetStop London to obtain reasonably necessary emergency veterinary examination and treatment.

We will use the pet's usual veterinary practice where reasonably practical. Otherwise, we may use our nominated practice or another appropriate veterinary provider.

14.4 Veterinary costs

Veterinary costs are the client's responsibility except to the extent that the illness, injury or loss was caused by PetStop London's negligence or other legal responsibility.

Where PetStop London pays a veterinary cost directly on the client's behalf, the client must reimburse the applicable amount.

Where reasonably possible, we will seek approval before incurring significant non-emergency veterinary costs.

14.5 Insurance

PetStop London holds appropriate business insurance, including cover for injury to animals in our care, subject to the insurer's policy terms, conditions, limits and exclusions.

Where an incident may be eligible for insurance cover, PetStop London may submit or assist with a claim. Coverage is determined by the insurer and not every illness, injury, incident or cost is guaranteed to be covered.

For an eligible injury-to-animal insurance claim, the client is responsible for the first £50 insurance excess unless the injury or loss resulted from PetStop London's negligence or other legal responsibility.

14.6 Emergency transport

Where necessary, PetStop London may transport a pet or arrange transport for veterinary care. Reasonable additional transport costs are the client's responsibility except to the extent that the need for transport resulted from PetStop London's negligence or other legal responsibility.

14.7 Isolation and collection

Where an infectious disease concern or other safety issue arises, we may separate the pet and require the owner or emergency contact to collect the pet as soon as reasonably possible.

If collection is not possible and the pet cannot safely remain in our care, we may arrange veterinary care or another suitable temporary arrangement.

14.8 Medication

Medication must be agreed in advance, supplied in sufficient quantity and provided in original or clearly labelled packaging with clear instructions.

We may decline to administer medication or provide medical care that is beyond what we can safely and appropriately provide.

14.9 Pre-existing and undisclosed conditions

PetStop London is not responsible for the natural progression or recurrence of a pre-existing condition where this was not caused by a failure to take reasonable care.

Clients must disclose relevant conditions before care begins. Failure to disclose material medical information may affect our ability to continue providing services.

15.1 Behavioural information

Clients must provide complete and accurate information about their pet's behaviour and temperament, including aggression or biting, reactivity, resource guarding, separation anxiety, escape or bolting behaviour, recall concerns, destructive behaviour, fear, handling sensitivities and any other matter relevant to safe care.

Clients must tell us about material behavioural changes and relevant incidents that occur outside PetStop London.

15.2 Ongoing suitability

A successful assessment or trial does not guarantee permanent suitability. Behaviour, confidence, health and group dynamics can change over time.

We may change a dog's group, routine, activities or care arrangements where reasonably necessary for welfare, compatibility or safety.

15.3 Serious bites, aggression and warning behaviour

A serious or aggressive bite involving a person or another dog, or another serious aggression or fight incident, will trigger an immediate suitability review after the first incident.

Depending on the nature, severity and circumstances of the incident, the dog's behaviour afterwards, the dog's welfare and the safety of our team and other dogs, we may require a muzzle during group care, impose additional handling requirements, suspend the service or exclude the dog indefinitely. An exceptionally serious incident may result in immediate exclusion.

Lower-level warning behaviour — including an attempted bite without contact, threatening behaviour, repeated snapping, escalating reactivity or persistent intimidation — will be discussed with the client. If the behaviour continues or escalates, additional safety requirements, suspension or exclusion may follow.

15.4 Welfare adjustments

Animal welfare takes priority. We may make reasonable adjustments to a pet's routine, activities, group, rest, feeding or environment where appropriate.

15.5 Rest and separation

Rest, separation or individual space may be used where a pet is tired, overstimulated, unwell, uncomfortable, has been involved in an incident or otherwise needs time away from a group. This is a welfare and safety measure, not punishment.

15.6 Escape risks

Clients must disclose known bolting, slipping, climbing or escape behaviour. We will take reasonable precautions and may require or use additional safety equipment where appropriate.

15.7 Suspension or discontinuation

We may suspend, modify or discontinue a service where a significant welfare, behavioural or safety concern arises. Where reasonably possible, we will discuss the concern and possible alternatives with the client. Where there is an immediate serious concern, the service may be suspended immediately.

15.8 Withheld information

Where relevant behaviour or safety information has been deliberately withheld or materially misrepresented, PetStop London may terminate the service or client relationship and may seek reasonable costs properly incurred as a result where legally recoverable.

16.1 Clients must provide accurate and current information and promptly tell us about relevant changes. Safety or welfare information must not be withheld.

16.2 Clients must provide an emergency contact who is able to make decisions where necessary. For boarding stays, the emergency contact should, where reasonably possible, be capable of collecting the pet or assisting with alternative care.

16.3 The client or emergency contact should remain reasonably contactable while a pet is in our care. For longer stays, clients should provide temporary contact information where their usual details will not be available.

16.4 Food, medication, bedding, equipment and enclosures supplied by the client must be safe, suitable and sufficient for the booking. We may refuse unsafe items or accommodation. Personal belongings should be identifiable.

16.5 Clients must collect their pet on the agreed date and within the agreed time arrangements unless PetStop London transport has been booked. Delays must be communicated as soon as possible. Additional care, boarding, late-checkout or transport charges may apply.

16.6 If a pet is not collected and the client cannot be reached, we will attempt to contact the emergency contact and continue reasonable care in the meantime. The client remains responsible for reasonable additional care costs.

16.7 Clients must comply with applicable health, vaccination, parasite-prevention and service-eligibility requirements. Attendance may be suspended where required evidence has expired or is missing.

16.8 Clients must notify us of relevant illness, injury, a female dog coming into season, behavioural changes, medication changes and other material changes to care needs.

16.9 Clients must communicate respectfully with PetStop London staff. We may refuse or end services where a client behaves in a threatening, abusive, discriminatory, harassing or persistently unreasonable manner.

16.10 Clients must follow reasonable booking, check-in, access and collection instructions. Failure to do so may result in applicable cancellation or additional charges.

17.1 PetStop London may take photographs or videos to provide private updates to clients. The frequency and type of updates vary according to the service, length of booking, activities and the individual pet. An update is not guaranteed for every visit or every day, and welfare and routine take priority.

17.2 With the client's consent, photographs and videos may also be used publicly on PetStop London's website, social media, promotional materials or other marketing. Consent for public media use is separate and optional and does not affect eligibility to use our services.

17.3 A client may withdraw consent for future public use of their pet's images or videos. Following withdrawal, we will stop intentionally using new media of the pet for public promotional purposes.

17.4 Public content will focus on pets, and we will take reasonable care to avoid publishing clients' private information or identifiable details of a client's home.

17.5 Welfare comes before content. We will not deliberately wake, disturb, frighten, restrain or unnecessarily handle a pet solely to obtain a photograph or video.

18.1 PetStop London will provide services with reasonable care and skill and take reasonable precautions for the health, welfare and safety of pets in our care. Nothing in these Terms excludes or limits responsibility that cannot legally be excluded.

18.2 Pet care involves inherent risks. Dogs may play, run, interact with other dogs, travel in vehicles and exercise outdoors, while small pets may experience changes of environment and routine. Incidents can occur even where reasonable care has been taken. PetStop London is not responsible for an incident solely because it occurred while a pet was in our care where we took reasonable care and did not breach our legal obligations.

18.3 PetStop London is not responsible for the natural development, deterioration or recurrence of a pre-existing illness, injury or condition where it was not caused or worsened by our failure to take reasonable care. Clients must disclose relevant health information.

18.4 Animals can behave unpredictably. Assessments and trials reduce risk but cannot guarantee future behaviour. Where an incident involves another animal, responsibility will depend on the circumstances, including the supervision and management provided.

18.5 PetStop London is not responsible for harm resulting from materially inaccurate, incomplete or withheld information where we could not reasonably have known the relevant facts.

18.6 We will take reasonable care of belongings supplied with a pet. We are not responsible for ordinary wear or pet-related damage where reasonable care was taken.

18.7 PetStop London holds appropriate business insurance, including cover for injury to animals in our care, subject to policy terms, conditions, limits and exclusions.

18.8 For an eligible injury-to-animal insurance claim, the client is responsible for the first £50 insurance excess unless the injury or loss resulted from PetStop London's negligence or other legal responsibility.

18.9 Veterinary and associated costs remain the client's responsibility where PetStop London is not legally responsible for the underlying illness, injury or incident.

18.10 PetStop London is not responsible for failure or delay caused by circumstances outside our reasonable control, including severe weather, major transport disruption, utility failure or emergency closure.

19.1 PetStop London may temporarily suspend a service where there is a reasonable safety, welfare, health, behavioural, payment or operational concern, including missing or expired vaccination requirements, infectious symptoms, overdue balances or materially withheld information. Where appropriate, we will explain the reason and what is required before the service can resume.

19.2 A service may be suspended immediately where there is a significant or immediate risk, including a serious aggression or bite incident or a significant infectious-disease concern. Immediate suspension does not automatically mean permanent exclusion; the situation may be reviewed where appropriate.

19.3 PetStop London may discontinue a particular service or end the client relationship for a reasonable and substantial reason, including a serious or repeated breach of these Terms, an ongoing safety or welfare concern, repeated non-payment, deliberate misrepresentation or unacceptable client conduct. Reasonable notice will be provided where possible.

19.4 Where a pet is already in our care when a service is suspended or ended, we will continue to protect the pet's immediate welfare while contacting the client or emergency contact and arranging collection or other appropriate care. The client remains responsible for reasonable additional care, veterinary or transport costs except to the extent those arose because of PetStop London's negligence.

19.5 Clients may stop using future Ad Hoc services subject to the cancellation terms of existing bookings. Daycare Memberships require one full calendar month's notice to cancel and remain active and payable during the notice period.

19.6 Suspension or termination does not remove amounts properly due for services, bookings or notice periods.

19.7 Where a service or client relationship has been permanently ended, PetStop London may decline future booking requests. Previous membership, trials or booking history do not create a right to future services.

20.1 Changes to Prices

PetStop London may update its prices from time to time to reflect changes in operating costs, staffing, service structure or other business requirements. Any new prices will be communicated or displayed before they apply. Unless otherwise stated, a price change will not affect a one-off booking that has already been confirmed and paid for.

20.2 Changes to Membership Prices

Where the price of an ongoing Daycare Membership changes, we will give affected clients at least one full calendar month's notice before the new price takes effect. Clients who do not wish to continue at the new price may cancel their membership in accordance with the applicable membership cancellation terms.

20.3 Changes to Memberships & Benefits

We may occasionally update the structure, allowances, benefits or features associated with our memberships. Where a change materially affects an existing member, we will provide reasonable advance notice before the change takes effect.

20.4 Changes to Services

PetStop London may make reasonable changes to how a service operates where necessary for animal welfare, safety, licensing, legal or operational reasons. Where a change materially affects an existing booking, we will inform the affected client as soon as reasonably possible.

20.5 Changes to These Terms

PetStop London may update these Terms & Conditions from time to time. The latest version will be made available on our website and will show the date it was last updated. Where a change materially affects clients with an ongoing membership or recurring service, we will provide reasonable notice before the change takes effect.

20.6 Existing Bookings

The Terms applicable to a confirmed one-off booking will normally be those in effect when the booking was confirmed. However, changes required by law, licensing requirements or necessary to protect animal or human welfare may apply to existing bookings where reasonably necessary.

21.1 Raising a Concern or Complaint

If a client has a concern about a PetStop London service, we ask that they contact us as soon as reasonably possible so that we have an opportunity to understand the issue and try to resolve it.

We will investigate complaints fairly and respond within a reasonable timeframe.

21.2 Veterinary or Injury Complaints

Where a complaint involves an illness, injury or veterinary treatment, we may request relevant veterinary records, invoices or professional information. Where appropriate, the matter may also be referred to our insurer.

Nothing in this process prevents a client from exercising any statutory rights or remedies available to them.

21.3 Resolving Disputes

We encourage clients to contact PetStop London directly before beginning formal proceedings so that both parties have a reasonable opportunity to resolve the matter. If a dispute cannot be resolved directly, either party may use any dispute-resolution or legal process available to them.

21.4 Governing Law

These Terms & Conditions and the relationship between PetStop London and the client are governed by the laws of England and Wales. Nothing in these Terms affects any mandatory consumer rights regarding where legal proceedings may be brought.

These Terms & Conditions are issued by:

PetStop London Ltd

Email: [email protected]

Clients can also contact us through the contact methods provided on our website.

Notices relating to membership cancellation, booking cancellation, complaints or other contractual matters should be sent using an accepted PetStop London communication method so that the request can be recorded.

Consumer rights — Nothing in these Terms & Conditions is intended to exclude or restrict any statutory rights that cannot legally be excluded or restricted.