Urban Pet Play Ltd

Effective Date: April 2026
Website: www.urbanpetplay.com / www.urbanpetplay.co.uk

1. Introduction

This Booking & Cancellation Policy outlines the terms for scheduling, managing, and cancelling pet care services with Urban Pet Play Ltd. By booking with us, you agree to the terms below.

We aim to provide a reliable, flexible, and professional pet care service, while ensuring fairness for both our clients and team.

2. How to Book

Bookings can be made via:

• Our website booking system
• Email or phone
• Approved third-party platforms (if applicable)

To secure your booking:

• Full payment or a deposit may be required
• You will receive a confirmation once your booking is accepted

3. Service Availability

• All bookings are subject to availability
• Peak times (weekends, holidays, seasonal periods) may require advance booking
• We reserve the right to decline or reschedule bookings if necessary

4. New Client Requirements

Before your first service, we may require:

• A registration form
• Pet details (breed, age, health, behaviour)
• Proof of up-to-date vaccinations
• Emergency contact information

👉 This ensures the safety and wellbeing of all pets in our care.

5. Payment Terms

• Payment must be made in advance unless otherwise agreed
• We accept secure online payments and approved payment methods
• Block bookings or packages may be available for regular clients

6. Cancellations by Clients

We understand plans can change. Our cancellation terms are:

• 24+ hours notice: No charge
• Less than 24 hours notice: Up to 50% of service fee charged
• Same-day cancellation: Up to 100% of service fee charged

Cancellations must be made via email, phone, or your booking confirmation link.

7. No-Shows

• If you are not available at the agreed time or fail to provide access to your pet, the booking will be treated as a no-show
• No-shows are charged 100% of the service fee

8. Rescheduling

• Rescheduling requests must be made at least 24 hours in advance
• We will do our best to accommodate changes, subject to availability

9. Cancellations by Urban Pet Play Ltd

We reserve the right to cancel or reschedule bookings due to:

• Staff illness or emergencies
• Unsafe weather conditions
• Concerns regarding pet behaviour or safety

In such cases:

• You will be offered a rescheduled appointment or full refund

10. Late Arrivals

• If access to your pet is delayed, service time may be reduced
• Full service fees still apply

11. Access & Keys

For services requiring property access:

• You must provide safe and clear access instructions
• We are not responsible for delays caused by access issues

Optional:

• Key holding or secure access arrangements may be available

12. Pet Health & Behaviour

By booking, you confirm:

• Your pet is in good health and fit for the service
• Vaccinations and parasite control are up to date
• Any behavioural issues (aggression, anxiety) are disclosed

👉 We reserve the right to refuse or stop services if a pet poses a risk.

13. Emergency Situations

In the event of illness or injury:

• We will attempt to contact you immediately
• If necessary, we will seek veterinary care

Any veterinary costs incurred are the responsibility of the pet owner.

14. Service-Specific Notes

🐕 Dog Walking

• Dogs must be suitable for walking and safe to handle
• Leads, harnesses, and collars must be secure

✂️ Grooming

• Severe matting or behavioural issues may result in additional charges
• We reserve the right to stop grooming if it causes distress

🐾 Daycare

• Pets must be socialised and non-aggressive
• Trial sessions may be required

🎓 Training

• Results depend on consistency and owner participation
• No guaranteed behavioural outcomes

15. Refunds

• Refunds are only issued in line with our cancellation terms
• Missed services due to client error are non-refundable

16. Force Majeure

We are not liable for cancellations or delays caused by events beyond our control, including:

• Extreme weather
• Transport disruptions
• Emergencies

17. Changes to This Policy

We may update this policy at any time. The latest version will always be available on our website.

🐾 Contact Us

Urban Pet Play Ltd
Email: info@urbanpetplay.com
Phone: 0203 916 6118