The Dog Haven


The “Client” or “You” means the owner of the Pet(s) named on the Registration/Booking form. The “Agency” means The Dog Haven. The “Pet Sitter” or “Carer” means the particular individual with whom you have a booking. Deposit means the monies that have been paid to The Dog Haven to confirm your booking. The DOG HAVEN PROMISE We aim to meet the highest standard of care in what we do and we will always do our best to select and recommend a Carer we believe is suitable for your dog based on the information you provide when you book.
GENERAL The Dog Haven takes great care in selecting responsible and suitable Carers/Pet Sitters. However The Dog Haven can not accept responsibility for the acts and omissions of any Carer or Pet Sitter or for any loss or damage caused or contributed to by Carer or Pet Sitter. All of our Pet Sitters and Carers are registered and insured with the National Association of Registered Pet Sitters. (NARP). Our Public Liability Insurance covers for loss or damage to third party property and /or bodily injury to third party persons arising out of the insured activities as a Carer or Pet Sitter. Dogs that are not insured will only be accepted at our discretion. The Dog Haven is not liable to directly reimburse the Client or any other person for any claim that might arise against a Carer or Pet Sitter. Any claim must be made in writing and forward directly to NARP. The Client also agrees that if he/ she instruct the Carer or Pet Sitter to exercise their dog off the lead the Client accepts full liability for any loss or damaged caused as a result of their dog being off the lead. In the event that your dog attacks a person or a dog or in the event that he/she is involved in a fight with another dog/person causing any damage or injury the Client agrees to be responsible for any losses incurred including payment of veterinary fees or any medical treatment required. All bookings must be made directly with The Dog Haven for insurance purposes. If a Client attempts to contact one of our Carers or Pet Sitters directly or via a third party the Client will be liable to pay the Agency one payment equal to 4 times the fee of the last proposed booking.
Dogs with Aggression Problems We are unable to accept bookings for a dog subject to the terms of the Dangerous Dogs Act 1991 or any other dogs with aggression problems towards other dogs and/or people. Elderly dogs and dogs with health problems Dogs over 10 years and dogs with health problems or on medication will also be accepted at the Agency’s discretion only. For dogs over 10 years old we will need to have an available emergency contact in the UK. Administration Fee On receipt of a completed and signed booking form the Agency will carry out enquiries in order to place your dog with one of our families. If after sending you our recommendation letter you decide not to use our services an administration fee of £15.00 will be due to The Dog Haven to cover costs for the work carried out. Veterinarian Charges Reasonable efforts will be made to contact you in the event of an emergency. However, The Dog Haven reserves the right to make decisions regarding your dog’s health provided it is at all times acting in the best interests of the dog and on the advice of a veterinary surgeon. If your dog becomes unwell, has an accident or injures himself or seems to be in any type of pain, we might need to take him to a veterinary surgeon and you agree to be responsible for payment of all the veterinarian fees incurred. SPECIAL CONDITIONS FOR HOME BOARDING SERVICES Owner undertakes to make full disclosure of any quality or characteristic which might make your dog not suitable for home boarding, including, but not limited to behavioural or health problems, anti-social behaviour including aggression, incontinence/lack of housetraining or excessive loud barking/whining. Failure on the part of the Client to disclose any matter which might render the dog unsuitable for home boarding will be deemed a material omission amounting to a fundamental breach of this agreement. You will also be liable for additional costs if the Carer experiences difficulties due to failure to disclose in the booking form any matter that would be accepted as reasonably unsuitable for home boarding. The Client will present the dog for boarding in a clean and groomed condition and with up to date vaccinations, de-flea and anti-worming treatments. If for any reason we are not happy with any of the above conditions we are entitled to cancel the agreement. Following our written recommendation the Client agrees to contact the Carer to arrange an initial meeting with your dog at the Carer’s home. The meeting should take place within 10 days of the date of the letter of recommendation. If the meeting does not take place within this time and you have not contacted the Agency we will treat your booking as an enquiry and release the dates to a new Client. The Client will need to supply the necessary dog food and treats for the duration of the stay. If additional food or treats are required the Client agrees, upon presentation of a receipt, to refund the Carer. Payment of Deposit for Home Boarding Services All deposits are due at the time of booking for existing Clients or immediately after an initial meeting as taken place for new Clients. Your booking can only be confirmed when both the deposit and the signed booking form have been received at our office. The Agency is not able to keep bookings “open” for more than 10 days from the date of the recommendation letter so bookings will be released if none or some of the above conditions are not met. If you meet one of our Carers and are not satisfied The Dog Haven will endeavor to recommend you another Carer or refund your deposit in full. SPECIAL CONDITIONS FOR PET SITTING SERVICES The Agency agrees to provide the Client with a professional, responsible and reliable Pet Sitter. The Client is required to meet the Pet Sitter prior to the commencement of the booking. Acceptance of our services will be deemed satisfaction with the suitability and integrity of the Pet Sitter put forward. In the event that the Pet Sitter is taken ill or injured or for any reason and not be able to complete the contract, the Agency will use its best endeavours to make alternative arrangements. Pet Sitters may leave the house or pets unattended for short periods to continue with normal duties as agreed with the Client. Payment of Deposit A fee of 25% of the total invoice is payable to the Agency after a successful meeting has taken place. Invoices unpaid by the due date can render the booking liable to cancellation without notice and without any liability on the part of the Agency. Payment to Pet Sitter Client is responsible for paying the Pet Sitter on the day that the assignment commences. The outstanding amount due to the Pet Sitter will be the invoice amount minus the 25 per cent already paid to Agency as a confirmation deposit. If you extend your stay and we are able to continuing caring for your dog(s) the agreed rate ( as per invoice) will apply for any extra days. If the Client returns from holiday earlier no monies will be due to the Client. Travel expenses are paid directly to the Pet Sitter at the rate clearly stated in our invoice. Security If the Pet Sitter does not have sole control of the home during her stay the Pet Sitter cannot be responsible for any breaches of security. Clients with a house alarm must inform the alarm company that they have a Pet Sitter staying in the house just in case the alarm system is triggered accidentally. The Dog Haven is not responsible for any costs that might incur due to the fact that the alarm system has not been handled properly by the Pet Sitter. Cleaning The Pet Sitter will carry out the primary responsibilities agreed with the Client and keep the house clean and tidy. The house will be maintained to a normal standard but Clients are respectfully asked to note that Pet Sitters are not cleaners. THE DOG HAVEN CANCELLATION POLICY Cancellations must be notified in writing via letter or email to enquiries@dog-haven.co.uk. Our cancellation policy takes into account how difficult it will be to replace your booking and subsequent income to the Carer and Agency. If you cancel your booking and provide us with more than 35 days notice The Dog Haven will refund you the deposit paid less £15.00 administration fee for the work carried out. However, if less than 35 days written notice is given to The Dog Haven the following charges will be due from the Client. 22 days to 35 days - 50% of deposit paid 21 days to 15 days- 100% deposit paid 14 days or less -100% deposit paid plus 35% of Carer’s fee 5 days or less- 100% deposit paid plus 75% of Carer’s fee CANCELLATION BY THE DOG HAVEN If our Carer or Pet Sitter is unable to fulfil a board, we will use all reasonable endeavours to arrange an introduction to another suitable Carer/ Pet Sitter. If we are not able to recommend an alternative Carer/ Sitter, we will refund your booking deposit. We may entirely at our discretion withdraw or withhold our service or that of the Carer/ Sitter if we consider a dog to be unsuitable for home boarding (or for boarding with any carer available at that particular time) or if we feel that information that should have been disclosed has been omitted.