Prices & Cancellation Policy

Running Paws & Fun Retreats

At Running Paws & Fun Retreats, we understand that plans can change. To keep things fair for all clients and to ensure smooth day-to-day operations, please review our cancellation policy carefully.

Agreement & Scope of Services

This policy applies to all services and all animals unless otherwise agreed in writing. All agreements are made with Running Paws & Fun Retreats and its associated team members, and not with any individual person, unless otherwise expressly agreed in writing at the time of booking.

1. Late Cancellations & Fees

The following charges will apply:

Walks

• One off, Group / Solo / Extended bookings or, where billed at the end of the agreed period
  Cancelled within 48 hours → 75% of the fee
  Cancelled within 24 hours → 100% of the fee
• Recurring / Weekly Walks or, where billed monthly in arrears
  Cancelled within 48 hours → 50% of the fee
  Cancelled within 24 hours → 75% of the fee
• Enrichment & Adventure walks
  Cancelled within 48 hours → 75% of the fee
  Cancelled within 24 hours → 100% of the fee

Boarding

• Boarding & House Sitting
  Cancelled within 7 days → 50% of the total booking balance
  Cancelled within 3 days → 100% of the total booking

Daycare

• One-off Day Care or, where billed at the end of the agreed period
  Cancelled within 48 hours → 75% of the fee
  Cancelled within 24 hours (emergency bookings) → 100% of the fee
• Recurring / Weekly Day Care, or where billed monthly, in arrears
  Cancelled within 72 hours → 50% of the fee
  Cancelled within 24 hours → 100% of the fee

Check-in services

• Pet Check-in Services
  Cancelled within 48 hours → 50% of the fee
  Cancelled within 24 hours → 100% of the fee

Bark & Ride

• Bark & Ride
  Cancelled within 48 hours → 50% of the fee
  Cancelled within 24 hours → 100% of the fee

2. No-Shows / Inaccessible Animals

If we attend a scheduled service and are unable to access your animal due to circumstances such as:

• No key provided
• Locked gates or doors
• Animal not present or unavailable
• Should we be unable to return an animal, Emergency Daycare costs will apply.

The full-service fee will be charged.

3. Extension to booking fee

Boarding is costed per 24 hours – Daycare opening hours are between 8am – 6pm (weekdays) and 9am – 5pm (Weekends)

• Customers can extend their bookings by the hour at a cost of £5 per additional hour
• Running Paws & Fun Retreats reserves the right to apply the same charge where bookings for either boarding or day-care overrun.

4. Emergencies

We understand that genuine emergencies can arise.

Please contact us as soon as possible if this occurs.

Cancellation fees may be waived at our discretion, depending on the circumstances and notice provided.

5. Weather Policy (Walks & Outdoor Services)

The safety and welfare of animals in our care is our priority.

In cases of extreme weather (including storms, excessive heat, ice or unsafe conditions), Running Paws & Fun Retreats may cancel or reschedule services without any cancellation fee.

6. Holiday & Peak Period Bookings

Cancellations during peak or holiday periods must be made at least 72 hours in advance.

Cancellations within this period will incur a 75% cancellation fee.

7. Refunds

Where a refund is applicable, it will be processed within 5–7 business days using the original payment method where possible.

8. How to Cancel

Cancellations must be made directly via one of the following methods:

• 📞 Phone: 07384 310826
• 📧 Email: runningpaws.funretreats@gmail.com

Clients are responsible for ensuring they receive confirmation of cancellation.

9. Significant & Major Incidents

Running Paws & Fun Retreats takes the safety and welfare of all dogs, customers, staff, contractors and members of the public seriously. While every reasonable precaution will be taken to minimise risk, customers acknowledge that working with and caring for animals carries an inherent risk of injury, accident, illness and unexpected behaviour.

Dog-on-Dog Incidents

If a dog in our care is attacked, bitten or otherwise injured by another dog, Running Paws & Fun Retreats will make all reasonable efforts to obtain the name, contact details and any other relevant information relating to the owner or handler of the other dog.

Where appropriate, we may also obtain details of witnesses, photographs, veterinary information and any other evidence reasonably required for insurance, incident-reporting or legal purposes.

Where a customer’s dog causes injury to another dog, person or animal, or causes damage to property, the customer remains responsible for the behaviour of their dog and may be responsible for reasonable losses, costs or claims arising directly from the incident, except where the incident or loss has been caused by the negligence of Running Paws & Fun Retreats.

Financial Loss & Business Disruption

Where the behaviour of a customer’s dog results in Running Paws & Fun Retreats suffering a direct financial loss, we reserve the right to seek reimbursement from the customer for reasonable and evidenced losses arising from the incident.

This may include, where applicable:

• veterinary treatment or emergency veterinary costs;
• third-party claims or insurance excesses;
• damage to equipment, vehicles or property;
• additional staffing or supervision costs;
• cancellation or disruption of scheduled services;
• loss of business income where services cannot reasonably continue as a direct consequence of the incident; and
• other reasonable costs directly associated with managing or responding to the incident.

Any claim for reimbursement will be considered on the individual circumstances of the incident and will be subject to applicable law and any relevant insurance arrangements.

Emergency Veterinary Treatment

Where a dog in our care suffers a significant injury, becomes seriously unwell or requires urgent veterinary attention, Running Paws & Fun Retreats will make reasonable attempts to contact the customer or their nominated emergency contact.

Where we believe immediate veterinary treatment is necessary to protect the dog’s health or welfare, we reserve the right to obtain veterinary treatment without prior consent where the customer or emergency contact cannot be reached promptly.

The customer remains responsible for veterinary fees and associated costs relating to their dog unless those costs have arisen directly because of negligence by Running Paws & Fun Retreats or another party accepts responsibility.

Where practicable, the customer’s nominated veterinary practice will be used. However, in an emergency, the nearest suitable veterinary practice or emergency veterinary provider may be used.

Notification & Incident Reporting

Customers will be informed as soon as reasonably practicable following any significant or major incident involving their dog.

Running Paws & Fun Retreats may prepare a written incident report and retain relevant information including photographs, witness details, veterinary reports and communications relating to the incident.

Information may also be supplied to insurers, veterinary professionals, legal advisers or relevant authorities where reasonably necessary.

Police, Dog Warden or Other Authorities

Where an incident is sufficiently serious, or where we believe there may be a legal, safeguarding or public-safety obligation to do so, Running Paws & Fun Retreats reserves the right to report the matter to the police, local authority, dog warden, veterinary professionals, insurers or any other appropriate authority.

This may include incidents involving serious injury, dangerous or uncontrolled behaviour, attacks on people or animals, or circumstances where we reasonably believe further action is required to protect public or animal safety.

Suspension or Termination of Services

Following a significant or serious incident, Running Paws & Fun Retreats reserves the right to immediately suspend services for the dog concerned while the circumstances are reviewed.

Following that review, we may introduce additional conditions before services resume. These may include, but are not limited to, changes to the type of service provided, solo walking, additional supervision, use of appropriate safety equipment, behavioural or veterinary assessment, or restrictions on contact with other dogs.

Where we reasonably consider that a dog presents an unacceptable risk to staff, other animals, customers or members of the public, Running Paws & Fun Retreats reserves the right to permanently terminate services with immediate effect.

Any decision to suspend or terminate services will be based on the circumstances of the incident and our assessment of the ongoing safety and welfare risks.

Boarding – Aggressive or Unsafe Behaviour

Where a dog is boarding with Running Paws & Fun Retreats and displays aggressive, dangerous or otherwise unmanageable behaviour which we reasonably believe presents a risk to staff, other animals, members of the public or the dog itself, we reserve the right to take immediate steps to protect everyone involved.

Where appropriate, we will first attempt to contact the customer and/or their nominated emergency contact and may require the dog to be collected as soon as reasonably possible.

If the customer or nominated emergency contact is unavailable, unwilling or unable to collect the dog within a reasonable timeframe, and we consider that it is no longer safe or appropriate for the dog to remain in our care, we reserve the right, as a last resort, to arrange alternative accommodation with a suitable boarding kennel, veterinary provider or other appropriate facility.

Any reasonable costs incurred in arranging alternative accommodation, transport, additional handling, veterinary assistance or associated care will be payable by the customer.

Running Paws & Fun Retreats will only take this action where we reasonably consider it necessary for safety or welfare reasons and after taking into account the circumstances of the individual dog and incident.

The customer remains responsible for ensuring that all known behavioural concerns, previous incidents of aggression, bite history, guarding behaviour, reactivity or other relevant behavioural information are fully disclosed before boarding begins.

Thank You

We appreciate your understanding. This policy allows us to manage our schedule fairly and continue providing reliable, high-quality care for all animals entrusted to us 🐾

For questions, please contact:

📧 runningpaws.funretreats@gmail.com