Oxford Pet Whisperers

General terms

This is the customer agreement between you and Oxford Pet Whisperers Limited. Please read it carefully before using any of our services.

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Vaccinations and health

Your dog must be up to date with vaccinations, flea, tick, and worming treatments before attending any OPW service. Proof must be uploaded to the customer portal. OPW reserves the right to refuse admission if proof is not provided, expired, or incomplete.

Required vaccinations include Leptospirosis (L2/L4), DHPP, and Bordetella (Kennel Cough). Primary courses must be completed and evidenced at least 14 days before your dog's first visit. Homeopathic vaccinations are not accepted. A vet-issued titre test certificate may be accepted at OPW's sole discretion.

If a booking is confirmed but valid vaccination proof cannot be provided, full cancellation fees apply.

Illness and infectious conditions

You must notify OPW immediately if your dog has been exposed to or is affected by any contagious or infectious condition, including but not limited to: Distemper, Hepatitis, Parvovirus, Coronavirus, worms, Lyme disease, fleas, infectious skin diseases, or intestinal parasites. OPW reserves the right to refuse admission until the condition is resolved.

Bitches in season

Bitches may not attend while in season or pregnant. Cancellations in these circumstances are subject to the standard cancellation policy.

Entire male dogs

Entire male dogs will not be accepted into daycare beyond adolescence. OPW will not accept entire males past the age of 9 months. Dogs taking a break to delay neutering will be re-assessed no earlier than 3 weeks post-op. There is no guarantee of return to services.

Bloat

Your dog must not have eaten in the hour before any OPW service. Failure to observe this may contribute to Bloat (Gastric Torsion), a potentially life-threatening condition. OPW is not liable for injuries resulting from this.

Kennel Cough

Even vaccinated dogs can contract Kennel Cough. OPW will not accept responsibility for any claim of Kennel Cough being contracted while in OPW's care.

Illness on the day

If your dog shows signs of illness, being in season, or Kennel Cough on arrival, OPW may refuse entry or request collection. Refunds will not be given in these circumstances.

If collection is requested and you are unable to collect, your dog will be placed in isolation care. An additional £50 care and cleaning fee applies. Isolation cannot exceed 12 hours in any 24-hour period. If collection cannot be arranged within this period, OPW reserves the right to arrange alternative care at your expense.

Injuries and recovery

OPW is an active daycare environment and is not a rehabilitation or recovery facility. Dogs with injuries, wounds, stitches, bandages, or conditions requiring rest will not be accepted. In exceptional circumstances where OPW agrees to accommodate a dog with a minor injury, the client acknowledges that:

Attendance is entirely at the client's own risk

OPW cannot prevent the dog from moving, running, or engaging in play

OPW accepts no liability for aggravation, re-injury, or delayed healing

The client confirms their vet has approved attendance in an active environment

Behaviour and suitability

OPW does not accept reactive dogs. Our environment is tailored for puppies and friendly dogs. You must disclose any behavioural or health concerns before booking, including aggression, separation anxiety, incontinence, or excessive barking. Failure to disclose relevant information is a fundamental breach of this agreement.

OPW reserves the right to refuse or withdraw services from any dog deemed dangerous or disruptive. All dogs are assessed before joining and can be reassessed at any time.

OPW will make reasonable efforts to address disruptive behaviour within the daycare setting before dismissal. However, the responsibility for addressing behavioural concerns remains with the client.

You confirm that your dog is not registered under the Dangerous Dogs Act 1991 or the Dangerous Wild Animals Act 1976.

Care and disclosure

You must notify OPW of any changes to your dog's information via the customer portal or email before any future service.

Emergency care

If your dog requires immediate medical attention, OPW will attempt to contact you first. However, OPW has the authority to act in your dog's best interest, including seeking veterinary care before reaching you. You agree to reimburse OPW for any costs incurred.

Off-lead walking

OPW will only walk your dog off lead once the relevant consent section has been completed in the customer portal. This remains at OPW's discretion at all times.

Feeding

You must provide details of your dog's dietary requirements, feeding schedule, and any medical restrictions via the customer portal. By completing registration, you consent to OPW feeding your dog in line with those instructions.

Emergency contact for boarding

Clients using the hotel service must provide a local emergency contact who can collect the dog or make decisions on your behalf if you cannot be reached. This must be provided via the customer portal before any boarding service begins.

Fees, payments, and cancellations

Payment is made in line with the instructions for the service being booked. Any charges for unplanned services will be added to your invoice automatically.

Late payments

Where payment is not received or a stored payment method is declined, interest of 2% above the Bank of England base rate will be applied for each day the invoice remains unpaid, plus a £25 administration fee.

Cancellations

Cancellations must be made through the booking system, by email, or via a cancellation request. The following applies to all cancellations:

Booking fees are non-refundable

A date change is treated as a cancellation and re-booking

Failure to attend without notice is classified as a cancellation

Cancellation charges apply to linked services such as taxi

Cancellation fees apply regardless of circumstances where notice falls outside the applicable terms

Daycare cancellation terms

7 full days or less notice: 100% charge

8 or more full days notice: credit applied to your account

Assessments and re-assessments are non-refundable regardless of notice given

OPW plans staffing and capacity weeks in advance based on confirmed bookings. A cancellation with 7 days or less notice does not allow OPW to reasonably refill that space. The 100% fee reflects genuine financial loss and is not a penalty. This policy is strictly enforced without exception.

Boarding cancellation terms

Less than 30 days notice: 100% charge

30 to 90 days notice: 50% charge

More than 90 days notice: no charge

Early checkout at the client's request is treated as a cancellation. No refund is given for unused periods.

Refunds

Where a refund is due, it will be issued as either a credit to your account or a card refund minus a 2.5% administration charge. The following conditions apply to account credit:

Credit expires 3 months from the date of issue

Credit must be used for the same service it was issued against

Where manual payments are taken, credit will be used before other payment methods

Check in and check out

Late collection

Dogs remaining in OPW's care outside of pre-booked hours will incur additional fees:

Daycare: £20 charge from the first minute past your pre-booked period, plus £20 for every additional 30 minutes

After 6.30pm: no late collection is permitted. Your dog will board overnight and you will be charged an additional £40

Boarding AM checkout: if not collected by 9am, your dog enters daycare at a cost of £40. The full charge applies even if collected before evening checkout

Early or late check in

Early check in (unplanned): £10 charge

Late check in (after close): £30 charge if late entry is agreed

No late check in will be accepted past 10am

Entry refused after check in close is treated as a no-show and cancellation charges apply

All charges are added to your invoice automatically.

Taxi services

A base fee per collection or drop off applies, plus a per-mile charge. Mileage is rounded up to the nearest full mile. Current taxi prices are available on the website.

Taxi services are provided within a time window (for example, between 7am and 10am). OPW cannot commit to a specific time within that window.

Failed collections

If access issues prevent collection or drop off, the service is classified as failed. A re-attempt may be made at OPW's discretion and will be charged at double the standard fee, in addition to the fee for the failed attempt.

Failed drop offs

No re-attempt will be made for a failed drop off. Your dog will be returned to the centre and remain subject to the standard late collection policy. If other dogs are being dropped home, your dog will be returned after OPW's taxi schedule for that day is complete.

Outdoor access

While in your home environment, OPW will not allow your dog access to outdoor areas unless prior written consent has been given via the customer portal.

Possessions and property

Where a key is provided for the taxi service, it will be returned on completion of services or kept securely on file for future use if agreed. If you cease using OPW services, your key will be held for 14 days following notice, after which OPW reserves the right to dispose of it. If no services have been used for 6 weeks, the key may be disposed of on day 56.

Any item left with OPW is done so at your own risk. OPW is not responsible for lost, stolen, or damaged leads, collars, tags, clothing, or any other item left with your dog.

If access to your property cannot be arranged for a booked taxi service, the booking will be treated as a cancellation and a 100% charge will apply.

In the event of a lock malfunction that leaves the property insecure, OPW may use a locksmith at your expense. OPW will attempt to contact you first and will only do so in an emergency. Costs not paid within 7 days will be taken from your stored payment card.

Liability

You are responsible for the full cost of any veterinary treatment your dog requires while in OPW's care, unless the injury or illness is a direct result of OPW's proven negligence. OPW staff may seek veterinary treatment at their discretion, including from a vet other than your usual practice in an emergency. All costs are payable on collection or by agreement.

If a dog handler is bitten or exposed to a disease from your dog, you agree to pay all costs and damages incurred.

You are solely responsible for any harm or damage caused by your dog while in OPW's care or using OPW services, and agree to indemnify OPW in full against any resulting liability to third parties.

OPW accepts its duty of care under the Animal Welfare Act 2006 and will act with reasonable care and skill. OPW is not liable for incidents outside of its control or arising from pre-existing conditions. Any concerns must be raised with OPW within 24 hours of your dog returning home.

OPW offers group environments where dogs commingle. You accept that during normal play your dog may sustain minor injuries such as scratches or punctures, despite careful supervision.

OPW is not responsible for damage caused by a dog escaping due to faulty or ill-fitting equipment, or where the client does not have proper control of their dog.

If you have given consent for off-lead walking, you will not hold OPW liable for damage, loss, or injury, provided OPW has acted with reasonable care and skill.

You accept full responsibility for any harm or injury sustained by your dog while under your control on OPW premises, including in reception areas where dogs not yet assessed by OPW may be present.

Data protection and media

OPW complies with the UK General Data Protection Regulation (UK GDPR). Your personal data and your dog's data are collected and processed solely for the purposes of providing pet care services, fulfilling legal and licensing obligations, and managing your account. Data will not be shared with third parties without your consent, except where required by law or in a veterinary emergency.

Photography and filming

OPW operates continuous CCTV and filming across its premises for safety and operational purposes. OPW also photographs and films dogs in its care for use across social media, advertising, and promotional materials.

By agreeing to these terms, you grant OPW an unconditional, irrevocable, royalty-free licence to photograph, film, and record your dog at any time while on the premises or in OPW's care, and to use that material for any purpose including social media, advertising, and website content. All such media remains the exclusive property of OPW.

Consent to photography and filming is a mandatory condition of using OPW's services. Clients who do not consent may not use OPW services.

Other provisions

OPW reserves the right to refuse or terminate services where a client or their dog displays aggressive, destructive, or unreasonable behaviour

Additional conditions apply to specific services such as puppy classes, boarding, and memberships

Clients who repeatedly arrive early or late, or who commit repeat cancellations or no-shows, may be dismissed

This agreement is governed by the laws of England and Wales

Consents

By agreeing to these terms, you provide the following consents:

Off-lead walking: where consent is given via the customer portal, your dog may be walked off lead

Group mixing: your dog may be mixed with dogs from other households in any area of the centre, including exercise areas and group walks. No more than 6 dogs will be walked by a single member of staff at any one time

Puppies under 12 months: your dog may be accommodated within social groups that include dogs over the age of one year, at OPW's discretion

Same-household boarding: dogs from the same household may share a room (kennel unit) or be separated at OPW's discretion

Crate usage: OPW uses crates as a positive training tool to manage behaviour, reduce separation anxiety, and teach dogs to settle. Consent to crate usage is a mandatory condition of service. If your dog sleeps in a crate at home, the same arrangement will apply overnight during boarding

All decisions made by Oxford Pet Whisperers are made in the best interests of, and for the safety and development of, your dog. No variation of these terms will have effect unless confirmed by OPW in writing. This agreement is valid for all future services without requiring a new signature.

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