PHOENIX HOUSE HOME BOARDING (PHHB) TERMS AND CONDITIONS

It is our aim to provide the very best service in a safe, friendly and comfortable environment where your dog feels at home. By completing and signing our booking form you are agreeing to our Terms and Conditions which are laid out below and you further agree to pay in full all boarding fees in line with our published rates.

Bookings

We are happy to board friendly, well-behaved dogs (above the age of 12 months) as we wish to ensure the comfort and safety of our own dog, other guest dogs, family members and any guests/visitors. Unfortunately, we do not board giant dogs and certain breeds are not accepted for boarding – Bull Terriers, Huskies etc. We are sorry to say that we cannot accept incontinent dogs or dogs that chew bedding, furniture or other household items, pull hard on the lead or boisterous dogs.
A first visit is always required as we need to meet you and your dog, introduce you to our dog and show you around.

A first visit is always required as we need to meet you and your dog, introduce you to our dog and show you around.
In advance of a holiday stay, we ask you to book your dog in for a trial full day and overnight stay. This is chargeable at the applicable rate.
All bookings must be made at least 5 days prior to arrival date.
All dates booked are chargeable dates. All dogs are charged for the day of their arrival and the day or their departure, irrespective of the drop off and pick up times.
A booking is confirmed when payment of a 50% non-returnable/non-transferable deposit is received. Full payment to be made in cash or by bank transfer 28 days prior to the date of arrival. Short stays of less than 7 days are payable in full at the time of booking.
We provide day care which can be booked up to a maximum of a 10hr period.
Our opening hours are 8am to 6pm. Late pick up or early drop off will incur an additional fee of £10.00. No refunds will be made in the case of early pick-ups. In the event that pick up is delayed you must inform us immediately. We will endeavour to provide continued care but failing that we will contact your emergency contact.
If we are unable to fulfil a booking we will refund your booking deposit.
Any dog not collected within 7 days of departure date without contact from the owner will be re-homed.
Bank Holidays (including Easter, Christmas Eve and Christmas Day) will be charged at double the rate.
You agree that PHHB will not release your dog for collection until full payment of any previously disclosed outstanding invoices or charges are paid in full.
All owners agree to their dog mixing with other dogs from different households during their stay. Any vet bills incurred as a result of dog squabbles will be the owner’s responsibility and not that of PHHB.
Dogs requiring exclusive boarding may incur a surcharge.

Cancellations

You agree that if you cancel within 28 days of the boarding start date, the full amount will be due. This is because we could have sold the boarding dates to another customer if the dates had not been reserved for you. We will of course endeavour to re-sell your cancelled dates and if we are successful, we will provide a refund but this is not guaranteed.

Health and Care

You agree to present your dog for boarding in a clean and groomed condition, excluding any medical conditions previously notified. We reserve the right to refuse to board any animal that is clearly unwell or in a poorly condition. Therefore, to protect all our guests, please do not bring your dog to stay if it has any symptoms of a digestive upset.
You confirm that your dog has not been ill with any contagious disease or condition within the past 30 days and that your dog has received all the necessary vaccinations.
We require details of any pre-existing conditions and reserve the right to consult with your registered vet if we feel it necessary.
If your dog becomes unwell or has an accident during boarding, we will contact you or your named emergency contact and arrange for the dog to be collected and taken to the dog’s registered vet. If this is not possible, we will obtain prompt veterinary treatment. You will be liable for the cost of any veterinary treatment and will pay any outstanding amount prior to collection.
Visits to the vet are charged at £5.00 per trip and £15.00 per hour and will be added to your final invoice.
Please ensure that your dog is wormed and treated for fleas/ticks prior to arrival.
We will happily accept elderly dogs but cannot be held responsible for any age related problems.
You agree to fully disclose any health issues, behaviour or characteristic that may impact on your dog’s suitability for boarding, including, but not limited to, aggression, incontinence, destructive or possessive behaviour, lack of house training or excessive loud barking/whining, fear of men, women, children, hats, parts of their body that cannot be touched, food or toy aggression, stress and separation anxiety or any other triggering factors. You also agree to inform of us any changes to the information provided on the booking form prior to the boarding date.
All dogs must be fully vaccinated against distemper, Kennell Cough, parvo virus, infectious canine hepatitis, parainfluenza and leptospirosis. You agree to provide proof of vaccinations, including Kennel Cough, in the form of your dog’s up-to-date vaccination certificate which must accompany your dog on arrival. All vaccines must be up to date and have been administered at least 14 days prior to arrival. It is your responsibility to check your dog’s vaccinations are up to date, including Kennel Cough, prior to arrival.
If proof of vaccinations is not shown, we will have to cancel your booking and you will be liable for the full booking fee.
Male dogs will incur an additional cleaning fee charge of £2.50 per day if they constantly mark the accommodation.
We will exercise every possible care to ensure the welfare and safety of your dog, however we accept no responsibility for problems outside of our control. Dogs are boarded entirely at the owner’s risk.
You confirm your dog has been neutered. We regret that bitches in season or due to be in season during the boarding period will not be accepted.
You agree to provide sufficient food and supplies for the length of your dog’s stay, for instance food, biscuits, chews, clean bedding, bowls, leads, toys, poop bags and anything else to make your pet’s stay comfortable and familiar. Should additional supplies be needed, you agree to reimburse any outstanding amounts prior to, or on the day of collection. If your dog eats raw food, we will ask you to provide the food in freezer bags which can be defrosted each day.
Our garden and meadow fencing is 1.2m high. If you believe your dog will jump the fence please advise. We cannot be held accountable for any dog that escapes by jumping the fence.
Dogs will be walked on lead off the premises. If you instruct us to walk your dog off lead you will be accepting full liability for any loss or damage caused as a result.

Aggressive Dogs

We are not able to accept bookings for a dog subject to the terms of the Dangerous Dogs Act 1991 or any other dogs with aggression problems towards other dogs, cats or people.
Any damage caused by your dog will be chargeable and payable prior to collection.
Dogs sharing our accommodation do so with the agreement of each owner. Any vet bills occurred as a result of your dog’s squabbles will be the owner’s responsibility.
If your dog shows aggression towards the boarder, their family or other dogs, or their behaviour is uncontrollable or an unreasonable nuisance, ie is destructive, aggressive, agitated, stressed, completely unmanageable or highly anti-social, then we will contact the emergency contact you specify and ask them to collect your dog. If this is not possible, they will be placed in boarding kennels for the remainder of their stay. You will be liable for the cost of kennels and a transfer fee of £50.00 payable to PHHB prior to your return. You will not be eligible for a refund of the PHHB boarding fees and you will be charged for any damage your dog has caused to our premises.
Failure to disclose any matter which might render the dog aggressive or unsuitable for home boarding will be deemed a material omission, amounting to a fundamental breach of this agreement.

General

PHHB holds a 4* rated licence through South Norfolk Council: Licence Number: 25/00280/AAL.
PHHB holds valid public liability insurance, available to view at the pre-booking consultation. It is recommended that you hold pet insurance for your dog.
PHHB reserve the right to add, change or vary these Terms and Conditions at any time and without notice.
PHHB reserve the right to change Boarding Fees/Service Fees at any time. Prices are subject to change without notice.
You will provide secure collars and leads for your dog(s). Please also provide a harness. Identity tags will be provided for all visits, as required under the South Norfolk Council Boarding Licence conditions.
All your information will be kept private and confidential. All our records will be stored securely.

Updates

Please inform us of any changes regarding your contact numbers, your pet’s care needs, your emergency contact details and other relevant information.

(Dated 28/06/25)