1. Policy Statement

In the event of any cancellation, Dogsville Daycare Ltd operates a Policy of Fairness.

As a small, licensed business with restricted capacity and limited customer spaces, our ability to offer flexibility with cancellations is necessarily limited. Advance booking fees are taken to reserve your place and contribute towards the fixed operational costs incurred in delivering our services.

While Dogsville Daycare Ltd is entitled to protect itself against losses arising from cancellations that are not our fault, we also recognise that cancellations may occur for reasons beyond a customer’s control. Any charges applied will reflect our genuine and reasonable losses and will not be excessive.

No booking is confirmed until full pre-payment has been received and is subject to successful completion of our mandatory three-step assessment process.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.

2. Notice of Cancellation

All cancellations must be made in writing at the earliest opportunity, either:

By email, or

By written notice delivered directly to Dogsville Daycare Ltd

3. Daycare and Assessment Bookings

A minimum of 72 hours’ notice is required to cancel daycare or assessment bookings prior to the scheduled start time.

Where the required notice is not provided, the customer agrees to pay the amount that would have been due during the notice period.

There is no minimum contract term, and bookings may be cancelled at any time subject to the notice requirements above.

4. Refunds

Where a refund is due, we will reimburse you using the same method of payment used for the original transaction, unless expressly agreed otherwise.

Refunds will be processed within a reasonable timeframe.

5. Cancellation by Dogsville Daycare Ltd

In exceptional circumstances where Dogsville Daycare Ltd is unable to provide the agreed service:

We will endeavour to give at least 7 days’ notice where possible.

Any monies paid will be refunded in full or, with your agreement, held as credit for a future booking.

6. SimplyBook (Dogsville App) Cancellations

All cancellations processed via SimplyBook (Dogsville App) incur a £1 administration fee, charged by the platform.

To avoid this fee, we recommend contacting Dogsville Daycare Ltd directly to reschedule your booking where possible.

7. Overnight Boarding Cancellations

Deposits for overnight boarding are non-refundable.

If you need to cancel, please notify us as far in advance as possible to assist with future bookings.

If a cancellation is made after full payment becomes due (7 days prior to the booking start date), the full booking fee remains payable.

8. Our Policy of Fairness

Notwithstanding the above terms, Dogsville Daycare Ltd will always act fairly and transparently.

Where possible, we will use reasonable endeavours to reallocate or resell the cancelled booking. If we are able to do so and successfully mitigate our loss, we will refund the customer any recovered amounts less reasonable administration costs.

9. Insurance

Customers are advised to check whether their holiday, pet, or household insurance provides cover for unforeseen cancellation of pet care services prior to making a booking.

10. Hospitalisation or Bereavement

In the event of:

Hospitalisation of your pet

Hospitalisation of yourself or an immediate family member

Bereavement involving either party

Please notify us as soon as possible and provide written confirmation where appropriate. We will review such situations sympathetically and on a case-by-case basis.

11. Changes to This Policy

Dogsville Daycare Ltd reserves the right to amend its Terms & Conditions and Cancellation Policy at any time.

The most current versions will always be available on our website. Where a change may materially affect an existing booking, affected customers will be provided with at least 7 days’ written notice.

12. Advice

Independent advice regarding your statutory right to cancel a contract is available from your local Citizens Advice Bureau.

13. Questions

If you have any questions regarding this Cancellation Policy, please contact us and we will be happy to assist.