Terms and Conditions

Last updated: May 2025

These terms and conditions apply to all services provided by Duncan's Dog Co., operating from Cobham, Surrey. By booking or using our services, you agree to these terms. Please read them carefully and contact us at info@duncansdogco.com if anything is unclear.

1. Trial day requirement

All new dogs must complete a trial day before joining regular daycare or boarding. The trial allows us to assess your dog's temperament, compatibility with the group and suitability for our environment. We reserve the right to decline a dog at any stage — including after a trial — if we do not believe the placement is appropriate for the dog or the existing group. This decision is final and is always made in the interest of welfare.

2. Health and vaccination requirements

For the safety of all dogs in our care, the following requirements apply:

• All dogs must be up to date with core vaccinations (distemper, parvovirus, hepatitis and leptospirosis). Vaccination records must be provided before the first session.
• Dogs must be treated regularly for fleas and ticks with a veterinary-approved product. Evidence of treatment may be requested.
• Bitches in season are not accepted. Please notify us immediately if your dog comes into season while booked.
• Dogs showing signs of illness — including vomiting, diarrhoea, suspected kennel cough or any contagious condition — must not attend. A minimum 14-day exclusion applies following kennel cough diagnosis.
• We reserve the right to exclude any dog we consider unwell or posing a risk to other dogs.

3. Booking and payment

Bookings are confirmed by us in writing (email or message). Regular client spaces are reserved on an ongoing or rolling basis. Ad hoc bookings are subject to availability.

Payment terms are agreed individually with each client and outlined at the start of the arrangement. Invoices are due for payment within the agreed period. We reserve the right to suspend bookings for accounts with outstanding balances.

4. Cancellation policy

We ask for as much notice as possible when cancelling a booked day. Our current cancellation terms are:

• More than 48 hours notice: no charge
• Less than 48 hours notice: the full session fee may be charged at our discretion
• Same-day cancellation (including no-shows): the full session fee will be charged

We will not charge for cancellations due to your dog's illness, provided you notify us before the collection window. We may cancel bookings with reasonable notice due to staff absence, adverse conditions or other operational reasons, in which case no charge will be made.

5. Collection and drop-off service

Collection and drop-off is offered across our catchment areas in Surrey and South West London. Routes are planned by us and we cannot guarantee specific collection or drop-off times, though we aim to keep these consistent. You are responsible for ensuring your dog is ready and accessible at the agreed collection point at the expected time.

If your dog cannot be collected after repeated attempts, we may count the session as a no-show and charge accordingly. Collection routes and areas are reviewed periodically and may change with reasonable notice.

6. Emergency veterinary care

In the event of a medical emergency, we will seek veterinary treatment for your dog without delay. By using our services, you authorise us to consent to emergency veterinary treatment on your behalf if we cannot reach you in time. All veterinary costs in such circumstances are your responsibility. We strongly recommend that you maintain appropriate pet insurance.

We will always attempt to contact you before any non-emergency treatment and will follow your instructions where practicable.

7. Liability

We take every reasonable precaution to keep dogs in our care safe. However, dogs can be unpredictable, and accidents do happen. Duncan's Dog Co. will not be liable for:

• Minor injuries resulting from normal dog-to-dog interaction
• Loss or damage caused by your dog to property or other animals
• Veterinary costs not directly resulting from our negligence

Nothing in these terms limits our liability for death or personal injury caused by our negligence, or for any other liability that cannot be excluded by law.

You are responsible for any damage or injury caused by your dog to our staff, vehicles, property or other dogs in our care. We recommend you hold appropriate third-party liability insurance for your dog (this is often included in pet insurance policies).

8. Dog welfare and behaviour

We operate under an Elmbridge Borough Council animal activity licence and are committed to the five welfare needs of all dogs in our care. Our staff are trained in dog behaviour and handling. We use positive, force-free methods at all times.

If your dog shows persistent aggression, persistent anxiety or behaviour that poses a risk to the group, we may suspend or end the arrangement with reasonable notice. Our priority will always be the welfare of your dog and the dogs around them.

9. Your responsibilities

As the dog's owner, you confirm that:

• Your dog is in good health, up to date with vaccinations, and free from known contagious conditions
• You have disclosed any known health conditions, behavioural history or relevant background
• You will keep your contact details and emergency contact information up to date
• You hold valid pet insurance or accept full financial responsibility for your dog's veterinary care

10. Changes to these terms

We may update these terms from time to time. We will give reasonable notice of any material changes. Continued use of our services after changes take effect constitutes acceptance of the updated terms.

11. Governing law

These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the English courts.

12. Contact

Duncan's Dog Co.
Cobham, Surrey
Email: info@duncansdogco.com
Phone: 07731 798 899