Terms & Conditions
OVERVIEW
By allowing or organising your dog to participate in the services we provide, and/or by creating a profile on our booking system, you accept, understand and agree to the following terms and conditions, which may be updated at any time.
Although we do everything we can to ensure the safety and happiness of your dog, there are some risks involved with our activities that you should be aware of- risks most of which are present in every day life for your dog in situations they will be in even out of daycare.
Our services are provided in accordance with The Animal Welfare (Licensing of Activities Involving Animals) Regulations 2018.
TRANSPORTATION
Our vans are fitted with the highest quality cages and offer the safest way of transporting your dog. However vehicle transport always presents a small level of risk from collisions, doors opening and closing to put dogs in or out of a van which increases the risk of escape from the vehicle, being unloaded on a roadway etc. and due to being unattended in the rear of the vehicle when drivers are driving or picking up/dropping off another dog or refuelling, for example. Our vehicles are insured for our business use and to carry dogs. All of our vehicles are GPS tracked so we can see their live location at all times, and can monitor driving standards to ensure all dogs are transported in safety. You agree to allow us to transport your dog in any of our vans to any required location and agree to not hold Dog Tales Club liable for injury or death caused by a road traffic collision or incident involving our van or another vehicle at any time, including when the dog is outside of our vehicle.
UNDERSTANDING THE RISKS
Dogs mixing with other dogs (including other sized dogs and dogs of different ages and breeds) is a vital part of their life and socialisation. At Dog Tales Club, dogs are never left together without direct supervision, however during the time your dog is at daycare, they will come into contact with other dogs in an off lead and uncontrolled environment. In the vast majority of cases this is a hugely positive experience; however, as with any group interaction, this presents the risk of dog-on-dog aggression, fights, bites etc. and even death. By organising activities with us, you accept all of these risks and agree not to hold Dog Tales Club liable. We ask owners to accept legal responsibility for their own dogs behaviour, and assume any legal and veterinary costs to other dogs and property damage costs associated with their dogs behaviour. By organising activities with us, you agree to cover such costs and allow us to pass over personal information to any official authority or to any other dog or property owners that have suffered as a result of your dogs actions so that they may make contact with you. We may keep you informed of any altercation involving your dog, whether damage or injury occurred or not. We also reserve the right to dismiss any dog that shows dangerous or inappropriate behaviour from all services at Dog Tales Club with immediate effect. By organising your dog to participate in our services, you are confirming that the dog has no record of aggressive or anti-social behaviour and you have made a full and frank disclosure of any characteristic or trait that might make the dog unsuitable for socialising with other dogs. If we feel that a dog does pose any risk to any other dog, even if you do not agree, we reserve the right to dismiss this dog from daycare with immediate effect. If your dog bites someone or something, it is YOUR responsibility, as far as UK law permits- you could be sued or your dog could be put down. We will never take a dog into our services if we feel they pose any risk to people or other dogs and we reserve the right to muzzle any dog we think needs to be muzzled to prevent injury to our staff, the public or any other dog. Although these risks are always present within groups of dogs, we do everything possible to reduce the risks to as low as possible- our entrance policy is strict and we refuse to accept any dogs that show signs of aggression, and dismiss any dogs showing signs of aggression from daycare immediately, no matter how long they have been attending.
Incidents between dogs can have a cause not necessarily obvious from any injury as a result i.e. a dog who is injured in an altercation may actually be the one responsible for causing the incident in the first place and the other dog has reacted in a defensive manner. In these cases, liability for vet bills/ damages etc would be the responsibility of the dog that caused the incident rather than the specific injury. In ALL cases, the decision on responsibility for liability for costs relating to dog on dog incidents will be made by Dog Tales Club (as we will have witnessed the incident first hand to see what caused it) and will be final. It is also worth noting that the vast majority of minor injuries, cuts and scrapes that do occur in daycare are from friendly play or wrestling and is done accidentally or when play spills over slightly in excitement- and as such these have to be accepted and any treatment would be the responsibility of the owner of the dog who happened to get the minor injury as it was not caused in malice. You agree to accept these decisions.
Please note that we can not be held responsible for the actions of another dog while in the daycare- this is not us trying to shirk responsibility, but pointing out the realities of doggy daycares. Dogs are animals and can react in a split second; despite all best intentions and entrance policies, a dog that has never shown signs of aggression before can cause minor or serious injuries or even death within the shortest amount of time. It is not possible for even the best trained and experienced team of staff to prevent these incidents when dogs are together in a social environment. It is extremely rare that incidents like this do happen, but the risk is ever present. You agree that you understand and accept this as part and parcel of the service.
At Dog Tales Club, we believe in the importance of socialisation—where dogs of different sizes, breeds, and temperaments can interact, play, and have fun together in a safe and enriching environment.
All interactions take place under close supervision by our trained team, and when necessary, dogs may be grouped by size, temperament, or play style to ensure a positive and safe experience for everyone. Even when grouped separately, all dogs remain fully supervised at all times.
By sending your dog to daycare, you accept that your dog may interact off-lead with dogs of various sizes, including both smaller and larger companions, and that all standard terms and conditions apply.
Decisions about which group your dog is placed in are made by the Dog Tales Club team, based on size, behaviour, and group dynamics. Within each group, there will always be a mix of breeds, ages, energy levels, and personalities—and some variation in size and strength is to be expected.
As your dog grows or if their behaviour changes over time, their group placement may also change without prior notice, depending on what is best for them and for the group.
Should your dog be involved in any incident, our staff will check your dog over for injuries, however our staff are not trained vets so we ask that you check over your dogs further at home or seek professional opinion. You agree not to hold Dog Tales Club responsible for failing to spot that an injury has occurred, or that the nature of the injury is worse than realised. Should your dog show any obvious injury, we will inform you immediately and take your dog to the nearest vet on request, or if the nature of the injury is serious we will take them to the vet immediately without request. By organising activities with us, you give permission for Dog Tales Club to authorise any treatment/procedure that the vet deems necessary to carry out immediately or to prevent suffering, and agree to pay the associated fees or reimburse Dog Tales Club for the full amount- including consultation or out of hours charges. This is to ensure your dog doesn’t suffer waiting if we can’t contact you beforehand. This also applies when a dog shows signs of sickness or discomfort that we feel needs investigating by a vet- particularly if they are staying with us for a long period of time (more than 12 hours). We will always try to get in touch with you beforehand, but whether we can make contact or not, you authorise us to request investigatory procedures and surgery should it be deemed necessary before your dog is due to return to you. You agree to cover these costs in full directly with the vet, or reimburse Dog Tales Club should we not be able to get in contact with you. We strongly recommend that you purchase pet insurance for your dog that covers them while they are under our care.
It is important to understand that despite all our best efforts, dogs can get sick or injured for a variety of reasons. We believe in letting dogs be dogs and run around and play with each other and on a variety of surfaces and equipment. This can include raised objects and structures, water pools, grass, woodchip, bare soil and rocky areas that they could, for example, chew/swallow/cut themselves on/jump from. We also have a variety of play equipment and toys on site that dogs have access to at all times. Although we make these surfaces and equipment as safe as possible, through play and interaction with these items and surfaces, there is a greater risk of injury than without them- however it also makes the daycare a more fun and interactive place for them to be. By using Dog Tales Club, you accept this and will not hold us liable (financially or otherwise) for any injury, accident or sickness that occurs as a result of normal day to day participation in our daycare.
With any off lead environment, there is a risk to dogs security. We work hard to ensure that dogs get the greatest amount of fun, interaction and exercise while they are with us, and we operate as a free range daycare- meaning all dogs are off lead. Our daycare is totally secured by perimeter fencing, and each individual paddock is also secured with fencing. All of our gateways are double gated/ airlocked to prevent a dog getting out and into the open. Our internal paddock fence heights are around 1.8m and the outer run of fencing. Our farm perimeter fencing is approximately 1/1.8m. It is extremely rare that a dog would climb or jump fences of this height, but it is possible. By organising activities with us, you accept these risks and agree not to hold Dog Tales Club liable for any injury or loss resulting in escape. Should your dog escape, run off or get lost, we will do our absolute best to find them, and will contact you to let you know. If you believe your dog has any risk of jumping over or climbing up fences of this height- please inform us so we can take appropriate steps. Staff are with dogs at all times so the risk of any escape is extremely low.
CONTROL OF DISEASES
You must inform us if you believe your dog may be unwell so we can advise on the appropriate course of action.
For the safety of all dogs, we cannot accept dogs showing any symptoms of illness, especially those that may be contagious (e.g. coughing, vomiting, diarrhoea, discharge, skin irritations, lethargy). Dogs displaying any such signs must be kept at home until they are fully recovered and it is safe for them to socialise again. We reserve the right to turn away any dog on pick-up if they are showing signs of a potentially contagious condition.
This also applies when a dog is recovering from any injury or operation—such as neutering, spaying, or an injured paw—and may need to be kept at home until fully healed.
Dogs who begin to show signs of any contagious illness or disease while at daycare will be immediately isolated, and owners will be contacted without delay.
In addition, female dogs in season (in heat) will not be accepted under any circumstances. If a female dog is found to be in season or showing signs of it while at daycare, she will be immediately isolated, and the owner will be contacted immediately.
We also reserve the important right to quarantine or ‘time out’ dogs from the main daycare environment for behavioural reasons.
Cancellations made after 48 hours prior to the start date will be charged in full and are non refundable. Cancellations due to health-related reasons, including dogs in season, are free of charge as long as proof is provided.
VACCINATION
Under UK law, all dogs must be micro chipped. You must ensure that your dog is up to date with their vaccinations at all times while using Dog Tales Club to look after them in any of our activities. Kennel cough vaccines should be given to all dogs even though they are not 100% successful in preventing the infection. If Kennel Cough is detected in any dogs in our daycare, due to the incubation period, it is too late to quarantine this dog to prevent any spread. It is also almost certain that they have picked it up from public parks that all of our daycare dogs visit with their owners, and as such there are multiple routes of passing the infection on. For this reason, and under veterinary advice, we do not prevent dogs with Kennel Cough from coming into the daycare as there is no benefit to doing so and it would be likely to cause an issue to owners and distress to dogs if they are forced to spend all day at home alone.
BOOKINGS
All bookings, changes to schedules, including cancellations, additions, etc must be made online through your account. It is your responsibility to ensure that your dogs diary is correct – no matter if you have asked members of Dog Tales Club staff to alter your schedule on your behalf or if you have informed Dog Tales Club management yourself. You can make changes to your diary up until 1pm the day before. Any cancellations made after this time must be phoned or emailed through to Dog Tales Club. Any cancellations after 1pm the day before will be charged at full rate, except in case of certified health issues or if your female dog is in season. Usual cancellation/additional charges are applied to these days.
Bookings for daycare must be fully paid for in advance, until 5PM the previous day. We reserve the right to charge your credit card automatically in case payment hasn’t been made until your dog’s pick-up time.
PET SITTING
Dogs under our care for overnight pet sitting will remain in the comfort of their own home, under the dedicated supervision of a trusted member of our team, in accordance with the Animal Welfare Regulations 2018.
Pet sitting is charged per 24-hour period, running from morning to morning. If care is required beyond the morning on the final day, a separate daycare booking must be arranged.
We do offer pet sitting services over weekends and public holidays, subject to availability.
Owners are responsible for arranging property access in advance and for providing all essential items for their dog (food, bedding, medication, etc.), along with clear instructions regarding the dog’s daily routine, feeding, and care requirements.
A 50% deposit is required at least 15 days in advance to confirm a booking. For bookings made within 15 days of the start date, the deposit must be paid immediately to secure the reservation. Deposits are fully refundable if the cancellation is made at least 14 days before the start of the pet sitting period. Cancellations made between 14 days and 48 hours prior are non-refundable, except in cases of certified health issues or if a female dog is in season.
CREDIT PACKS
Discounted credit packs are available for purchase from our Shop on our booking system. Expiry date will count from the date the first credit is actually used. Your credit pack will be debited each time your dog is checked out from our system, at drop-off.
Due to their discounted nature, credit packs cannot be extended. However, the expiry date may be brought forward in case of certified health issues or season, which must be informed to our staff as soon as they occur.
In case of cancellation of credit packs that have already been partially used, the amount to be refunded will be calculated based on the full individual daycare rate at the moment of purchase, by multiplying the number of used credits by such rate. The resulting amount will be deducted from the total amount paid for the credit pack, and the resulting difference will be refunded.
GENERAL CONSIDERATIONS
This website is operated by Dog Tales Club. Throughout the site, the terms “we”, “us” and “our” refer to Dog Tales Club. We offer this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.
By visiting our site and/or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.
Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.
Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.
By signing up to dog daycare/boarding/sitting/walking activities with Dog Tales Club, dog owners consent with the following:
- dogs may be fed in the same room and at the same time as other dogs.
- dogs will be provided with enrichment including socialisation, grooming and play. This can include appropriate toys and/or feeding enrichment such as scatter feeders unless veterinary advice suggests otherwise.
- dogs may be walked with other dogs not from the same household. (No more than 6 dogs are permitted to be walked together at one time). Dogs will be familiarised with each other beforehand.
- dogs may be allowed access to outside areas (i.e. garden) with other dogs apart from those from the same household.
- dogs may be boarded in the same property as other dogs, not from the same household. (There will be a mandatory trial familiarisation period prior to any booking confirmation)
- dogs can share the same designated room other dogs from the same household.
- dogs may be walked outside of the home environment/garden.
- dogs may be walked off the lead
- dogs may be housed in a crate (dogs will not be confined in a crate for longer than 1 hour in any 8 hour period and 3 hours in any 24 hour period and if habituated to the use of crates)
- If there is evidence of external parasites on any dog during their stay (i.e. fleas, ticks, lice, etc) such dog may be treated with an appropriate product authorised by the Veterinary Medicines Directorate and licensed for used in the UK. Treatment will be discussed with a veterinarian before administering.
- If dogs require preventative treatment, this is given under the direction of a veterinarian.
- Dogs may be taken to the following veterinarian should it require treatment: Voo Vets Surbiton Hospital – 020 8399 6666.
- Any medication described on a dog’s booking form, or any medication prescribed by a vet in the absence of the owner may be administered to their dog by the person caring for them.
The welfare of your dog is our priority. If your dog requires urgent medical treatment, we will endeavor to contact you first. If, for any unforeseeable reason you cannot be contacted and the vet decides that your dog needs to be put to sleep on welfare grounds, you provide consent for euthanasia in accordance with the vet.
These Terms of Service, along with any separate agreements through which we provide you with Services, shall be governed by and construed in accordance with the laws of the United Kingdom and in compliance with the relevant statutory guidance for dog day care services issued by the UK Government.
You may review the most current version of our Terms of Service at any time on this page. We reserve the right, at our sole discretion, to update, change, or replace any part of these Terms by posting updates to our website. It is your responsibility to check this page periodically for changes. Continued use of or access to our website or services after any such updates are posted constitutes your acceptance of those changes.
If you have any questions about these Terms of Service, please contact us at info@dogtalesclub.com.