TERMS & CONDITIONS

Last updated: 20 September 2026

1. About These Terms

These Terms & Conditions apply to home boarding services provided by Dogs on Holiday, Home Boarding in the Ochils.

They are intended to make clear what you can expect from us and what we ask from you when your dog stays in our home. The safety, comfort and wellbeing of every dog in our care — including our own dogs, Flo and Kiko — are at the heart of the way we operate.

By confirming a booking with Dogs on Holiday, you agree to these Terms & Conditions. We therefore ask you to read them carefully before confirming a booking and to make sure that the information we hold about your dog remains complete and accurate every stay.

2. Before We Accept a Booking

We want to make sure that Dogs on Holiday is the right environment for every dog who stays with us.

Before a first booking can be accepted, your dog will need to complete our introductory process.

This includes:

an initial enquiry;
completion of our Getting to Know Your Dog form;
a Meet & Greet with you and your dog; and
a successful trial overnight stay.

The Getting to Know your Dog form records important information about your dog's health, behaviour, routine, care needs, emergency arrangements and relevant owner consents. Where more than one dog from the same household is proposed for boarding, we normally require a separate Getting to Know Your Dog form for each dog.

The Meet & Greet gives us an opportunity to learn about your dog's personality, routines and individual needs, to talk through anything from the Getting to Know Your Dog form that we'd like to understand better, and allows your dog to meet us, Flo and Kiko and become familiar with our home.

The trial overnight stay gives us a further opportunity to see how your dog settles in the home environment and how comfortable they are staying away from you.

Successful completion of the Getting to know Your Dog form, Meet & Greet and trial overnight stay does not automatically guarantee that we will accept a booking. We reserve the right to decline a booking where we reasonably consider that our home boarding environment would not be suitable for your dog or that accepting the booking could compromise the safety or welfare of your dog, other dogs or people.

3. Information You Provide About Your Dog

When deciding whether your dog is suitable for home boarding with us, we rely on the information you provide during your initial enquiry, on the Getting to Know Your Dog form, during the Meet & Greet and in any subsequent communication with us.

You must provide information that is complete and accurate to the best of your knowledge and must not knowingly withhold information that could reasonably affect our decision to accept your dog for boarding or our ability to care for them safely and appropriately.

This includes relevant information about your dog's health, behaviour, temperament, house training, interaction with other dogs and people, separation behaviour, sleeping and feeding routines, medication, resource guarding, destructive or escape behaviour and any history of aggression, snapping or biting.

We understand that dogs can sometimes behave differently in a new environment and that isolated accidents or unexpected behaviour can occur. An isolated incident will not, by itself, mean that information provided by an owner was inaccurate.

However, where information provided to us is materially inaccurate or relevant information has been withheld, and the true circumstances could reasonably have affected our decision to accept the booking or the arrangements required to care for your dog, we may treat this as a serious breach of these Terms & Conditions.

The Meet & Greet and trial overnight stay are additional safeguards and do not remove your responsibility to provide complete and accurate information. Not every behaviour, condition or circumstance will necessarily become apparent during a Meet & Greet or a single overnight stay.

Where materially inaccurate or withheld information becomes apparent during a stay and means that we cannot reasonably or safely continue caring for your dog, we may end the stay early in accordance with Section 11 — Ending a Stay Early.

4. Keeping Your Dog's Information Up to Date

We recognise that dogs change over time.

Information that was accurate when your dog first stayed with us may no longer be accurate at the time of a later booking. You must therefore tell us before each stay about any material change in your dog's health, behaviour, temperament, medication, dietary requirements, ability to live comfortably with other dogs or any other circumstances that may affect their stay.

You must also make sure that any vaccination, kennel cough vaccination, flea and worm treatment evidence required by Dogs on Holiday is current at the time of the stay. If evidence supplied earlier has expired, changed or been renewed, you must provide updated evidence before arrival.

If you are unsure whether something is relevant, please tell us. We'd much rather have too much information than discover something important after your dog has arrived.

Where a significant change has occurred, we may need to discuss it with you before confirming the booking and, where reasonably necessary, may ask to arrange another Meet & Greet or trial overnight stay.

5. Suitability for Home Boarding

5a. General suitability

Dogs on Holiday provides boarding in our family home, where guest dogs live alongside Flo and Kiko and, where permitted by our licence and appropriate in the circumstances, may share the home with other guest dogs.

For this reason, dogs staying with us must normally be:

Reliably house-trained. We understand that an occasional accident can happen, particularly while a dog is settling into unfamiliar surroundings. Persistent toileting indoors, however, may indicate that the information provided about house training was not accurate or that our home environment is not suitable for the dog.
Comfortable living alongside other dogs. You must tell us about any known difficulties your dog has interacting or sharing a home environment with other dogs, including aggression or resource guarding.
Able to settle in a home environment. Dogs must be reasonably comfortable spending time indoors as part of normal family life without persistent destructive behaviour or distress that makes home boarding impracticable.
Able to settle overnight away from their owner. The mandatory trial overnight stay helps us assess this before accepting a first full booking.

Meeting these general requirements does not guarantee acceptance. Every dog is an individual, and suitability will be considered in light of the information you provide, what we observe during the introductory process and the particular circumstances of the proposed stay.

5b. Boarding with Dogs from Other Households

Dogs on Holiday is a home boarding environment and, where dogs from more than one household may stay with us at the same time, subject to owner consent, compatibility and our licensed capacity.

We will only board your dog alongside dogs from another household where you have given us your consent to do so. If you do not give consent, this does not automatically guarantee exclusive boarding. We will consider whether we can accommodate your dog or dogs without accepting dogs from another household during the same period, taking into account the length of the stay, the number of dogs in your household, existing bookings, availability, our licensed capacity and the practical arrangements required.

Any agreement to provide exclusive boarding for dogs from one household must be discussed and expressly agreed with us before the booking is confirmed.

Owner consent to mixed-household boarding does not determine compatibility. Dogs on Holiday will decide how dogs are introduced, supervised, separated or managed according to their individual needs, observed behaviour, compatibility and welfare.

6. Health, Vaccinations and Preventative Treatment

The health and wellbeing of all dogs staying with us is important. You must tell us about any existing or recent illness, injury, medical condition or other health concern that could affect your dog during their stay or potentially affect another dog in our care.

Dogs must be up to date with the vaccinations and preventative treatments required by Dogs on Holiday and by the conditions of our licence. Dogs on Holiday requires dogs to be vaccinated against kennel cough and to have current flea and worm treatment before boarding.

We will ask you to provide evidence of the relevant vaccinations and treatments before your dog's stay. Evidence may be provided during the Getting to Know Your Dog process, but it must still be current at the time of boarding. We may ask for updated evidence where existing records have expired or changed.

You must provide details of your usual veterinary practice and tell us before arrival if your dog has recently shown signs of infectious or potentially infectious illness, including vomiting, diarrhoea, coughing or other symptoms that could present a risk to other dogs.

Where we reasonably believe that accepting a dog could present an infectious-disease risk to other dogs in our care, we may postpone or decline the stay.

Vaccination and preventative treatment reduce risk but do not eliminate it. We will also use appropriate hygiene, separation and infection-control measures where reasonably necessary.

7. Medication

If your dog requires medication during their stay, you must tell us before the stay and provide full and accurate instructions about the medication, dosage and how and when it should be administered.

Medication must be supplied in its original packaging with the appropriate label and sufficient medication must be provided for the duration of the stay.

We can administer agreed oral and topical medication where we are satisfied that we can do so safely and in accordance with the instructions provided.

We do not administer injections. If your dog requires an injection during their stay, this must be discussed with us in advance so that appropriate arrangements with a veterinary professional can be considered.

We will keep appropriate records of medication administered during a stay.

8. Illness, Injury and Veterinary Care

Your dog's welfare will always come first.

If your dog becomes unwell or is injured during their stay, we will assess the situation and contact you or your nominated emergency contact as soon as reasonably possible.

Where we consider veterinary advice or treatment necessary, we will seek appropriate veterinary assistance. In an emergency, or where delaying treatment could compromise your dog's welfare, we may seek veterinary treatment before we have been able to contact you or your emergency contact.

As part of the Getting to Know Your Dog process, you will be asked to provide your dog's veterinary details, a nominated emergency contact and appropriate consent for us to seek veterinary advice or treatment where reasonably necessary for your dog's welfare if neither you nor your emergency contact can be contacted.

The owner will be responsible for veterinary fees and associated costs reasonably incurred in connection with their dog's illness or injury during a stay, except to the extent that those costs arise as a result of negligence or a breach of our legal obligations by Dogs on Holiday.

We have canine first-aid provision for minor incidents, but this does not replace professional veterinary care.

9. During Your Dog's Stay

We will care for your dog in our home and will make reasonable efforts to follow the routine and care information you have provided to us.

This includes, where reasonably practicable, your dog's normal feeding arrangements, sleeping routine, exercise needs and other familiar habits that help them feel comfortable and settled.

You must provide sufficient quantities of your dog's usual food for the entire stay unless another arrangement has been agreed with us.

You should also provide any particular bedding, crate or other item that your dog requires as part of their normal routine. We have dog beds available, so bringing your dog's own bed is optional unless it forms an important part of their routine.

Guest dogs will wear appropriate identification while in our care and may also wear one of our trackers as an additional safety measure.

Dogs will be exercised and given appropriate opportunities for play, companionship and rest according to their individual needs, health, age and the information you have provided.

Where dogs from different households are staying with us, their interactions will be supervised and managed according to their individual needs and compatibility. Owner consent to mixed-household boarding does not mean that we will allow dogs to interact where we consider separation or different arrangements appropriate for their welfare or safety.

10. Behaviour During a Stay

Dogs can behave differently when away from their usual home and owners, and we understand that occasional accidents, nervousness or unexpected behaviour can happen while a dog settles.

We will make reasonable efforts to help your dog settle and to manage ordinary changes in behaviour appropriately.

However, if your dog displays persistent or serious behaviour that compromises, or could reasonably compromise, their own welfare or safety or that of another dog or person, we may need to change their arrangements, separate them from other dogs or, where necessary, end the stay early.

This may include serious or persistent aggression, resource guarding, destructive behaviour, repeated attempts to escape, persistent indoor toileting, severe distress or other behaviour that makes continued home boarding impracticable or unsafe.

Where such behaviour is materially inconsistent with information you previously provided to us, the provisions in Section 3 — Information You Provide About Your Dog will also apply.

An isolated incident or genuinely unexpected behaviour will not, by itself, be treated as evidence that an owner provided inaccurate information.

11. Ending a Stay Early

11a. When a Stay May Need to End Early.

The safety and wellbeing of your dog, the other dogs in our care and the people in our home must always come first.

In exceptional circumstances, we may need to end a dog's stay before the agreed collection date. We may do so where we reasonably consider that continuing the stay is no longer safe, appropriate or practicable, including where:

a dog's behaviour presents a significant or persistent risk to themselves, another dog or a person;
a dog shows severe or persistent distress and we reasonably consider that continuing the stay would not be in their best interests;
persistent behaviour makes it impracticable to continue caring for the dog safely in our home environment;
a significant health or welfare concern means that alternative care is required; or
information provided by the owner before the stay was materially inaccurate or relevant information was withheld, and the true circumstances mean that we would not have accepted the booking or that we cannot reasonably continue the stay under the arrangements agreed.

Where reasonably possible, we will contact you to discuss the situation before ending the stay. However, where immediate action is necessary to protect the welfare or safety of a dog or person, we may take appropriate action without waiting for your agreement.

If we end a stay early, you or your nominated emergency contact must arrange to collect your dog as soon as reasonably practicable after we notify you.

11b. Emergency collection

You must nominate an emergency contact who has agreed to take responsibility for your dog if you are unavailable and the stay has to end early. Your emergency contact must be reasonably able to collect your dog and provide or arrange suitable care for them for the remainder of the planned stay.

It is your responsibility to make sure that your emergency contact understands and accepts this responsibility before your dog is left in our care.

If neither you nor your nominated emergency contact collects your dog when an early collection is required, your responsibility for the dog and for costs arising from the situation does not end. We may take reasonable steps necessary to safeguard your dog's welfare and the safety and welfare of other dogs and people while alternative arrangements are made.

You will be responsible for costs reasonably incurred as a direct result of your failure, or your emergency contact's failure, to arrange collection, to the extent permitted by law.

11c. Where inaccurate or withheld information has resulted in the stay being ended

Where we end a stay because information provided by you was materially inaccurate or relevant information was withheld, and that information materially affected our decision to accept the booking or our ability to provide the agreed boarding service, you will remain responsible for the boarding charges and for costs reasonably incurred by Dogs on Holiday as a direct result of the circumstances that caused the stay to end early, to the extent permitted by law.

This may include veterinary fees or other necessary costs incurred in safeguarding or caring for your dog until they can be collected.

Where a stay ends for a reason on our side, Section 16 applies. In other cases, unused boarding payments and additional charges are assessed fairly according to the circumstances and applicable consumer law. Any amount already clearly due to you is refunded promptly, within 7 calendar days of assessment. Where further reconciliation under Section 14 is appropriate, its original collection date and final refund deadline apply. We will not automatically forfeit all unused boarding payments.

12. Drop-off and Collection

Drop-off and collection times will be agreed with you before each stay. Please arrive as close as reasonably possible to the agreed times, as we plan our day and the care of the dogs around arrivals and departures.

If you expect to be delayed, please let us know as soon as possible.

Arriving later than the agreed drop-off time does not automatically extend or change the agreed collection time.The collection time remains as agreed unless Dogs on Holiday expressly agrees a change.

Your dog may only be collected by you or by another adult whom you have authorised to collect them. If somebody other than you will be collecting your dog, you must tell us in advance.

Our home boarding charge is based on a 24-hour period calculated from the agreed drop-off time. Where collection extends beyond the agreed booking period, an additional charge may apply in accordance with Section 15 — Late Collection and Failure to Collect.

Any extension to a stay must be agreed with Dogs on Holiday in advance and is subject to availability, suitability and our licensed boarding capacity.

Payment of an additional boarding charge does not give an automatic right to extend a booking.

13. Prices, Booking and Payment

Our standard home boarding price is currently £40 per dog per 24-hour period, calculated from the agreed drop-off time. The standard price applies separately to each dog, including dogs from the same household. Christmas and New Year rates are set out below. We will confirm the total price and any agreed additional charges before you confirm your booking

13a. First bookings and provisional dates

Before a first main stay is accepted, each dog must complete our introductory process, including a successful trial overnight stay. The trial is a separate booking, paid in full before it begins, and follows the short-stay cancellation rules in section 14. Completion of a trial does not guarantee acceptance of a main stay. Any provisional hold while the introductory process takes place must be expressly agreed with an expiry date.

Once we accept the proposed stay, we will send a written booking offer stating the agreed dates and times, total price, stay category and payment deadlines.

13b. Deposit and balance

A 50% deposit is required to confirm the booking. It forms part of the total price and is subject to section 14.

A booking is confirmed only when we have accepted it, you have accepted these Terms and Conditions and we have received the payment required at that stage.

Duration is measured from the agreed drop-off to collection for each dog. Boarding several dogs does not multiply the duration used to select the category. If dogs have different dates, we identify their categories and prices separately.

For a booking made on or after the balance deadline, full payment is required by the deadline in the offer to confirm it. All boarding payments must be received before drop-off. If a balance is overdue, we send a written reminding giving 48 hours to pay, or a shorter reasonable period if arrival is imminent. If it remains unpaid, we may cancel by written notice and release the dates. Any cancellation charge is assessed under section 14 using the time of our notice; the deposit is not automatically forfeit.

13c. Bank transfers

Payments are made by bank transfer to the Dogs on Holiday Monzo Business account shown in the booking offer. Refunds are made from that account to the bank account from which the payment was received. If that account has close, or payment was made by an authorised third party, we will verify the original payer and agree any alternative destination in writing. These checks will be handled promptly and will not remove your right to a refund.

13d. Christmas and New Year rates and booking arrangements

Our festive rates are charged per dog per 24-hour period, calculated from the agreed drop-off time. The rate for each period is determined by the calendar date on which that period begins.

The following rates apply:

£80 for periods beginning on 23, 24, 25 and 26 December, and 30 and 31 December and 1 January.
£60 for periods beginning on 27,28 and 29 December.
£60 for periods beginning on 2 January through to the final Scottish New Year bank holiday, including any substitute bank holiday for 1 or 2 January.

Our standard rate of £40 per dog per 24-hour period applies outside these dates. Christmas substitute bank holidays do not automatically extend the £80 rate.

13e. Festive arrivals and collections

Stays ending before Christmas must finish by 12 noon on 23 December. Christmas arrivals are normally arranged between 12 noon and 5 pm on 23 December, with collection from 27 December at the agreed time.

Separate stays between Christmas and New Year may begin from 27 December and must finish by 12 noon on 30 December. New Year arrivals are normally arranged between 12 noon and 5 pm on 30 December.

Normal arrivals and collections resume on the day after the final Scottish New Year bank holiday, including any substitute bank holiday for 1 or 2 January. Collection times are agreed individually according to the booked 24-hour periods.

For the 2026-2027 festive season, normal arrivals and collections resume on 5 January 2027.

Any different arrival or collection arrangement must be expressly agreed with us before booking.

13f. Whole Christmas and New Year package

For a continuous stay beginning on or before 23 December and continuing until at least the agreed collection time on the normal arrivals and collections resume, the rate for periods beginning on 27, 28 and 29 December, and 2 January through to the final Scottish New Year bank holiday, is reduced from £60 to £40 per dog per 24-hour period.

The £80 festive periods remain charged at £80. Separate bookings cannot be combined to qualify for this offer.

If a booking is shortened so that it not longer qualifies for the whole-package offer, the retained periods previously discounted to £40 will be recalculated at £60. Any cancellation charge for the removed boarding will be assessed separately under Section 14, taking account of that calculation to avoid double recovery.

Your booking confirmation will state the agreed arrival and collection times, applicable rates, any package discount and total price before you confirm the booking.

Agreed boarding period

Up to3 x 24 hours

Over 3 and up to 7 x 24 hours

Over 7 x 24 hours

Remaining 50% balance due

7 calendar days before drop-off

14 calendar days before drop-off

28 calendar days before drop-off

Festive arragements

14. Cancellations and Changes by the Owner

Please notify us as soon as possible by email or WhatsApp using the the contact details in your confirmation. Notice is measured from receipt of your message to the original agreed drop-off date and time. We will acknowledge cancellation by email and state the applicable cap. any prompt refund and the final reconciliation date.

The percentages below are maximum cancellation charges against the total price of the cancelled boarding. The deposit is credited against the charge; it is not an additional penalty. A full-refund band means all payments for the cancelled boarding are returned.

For stays of up to 3 x 24 hours, cancellation with 14 days' notice or more receives a full refund; 7 days to less than 14 days' notice has a maximum charge of 25%; and less than 7 days' notice has a maximum charge of 100%.
For stays of more than 3 and up to 7 x 24 hours, cancellation with 28 days' notice or more receives a full refund; 14 days to less than 28 days' notice has a maximum cancelation charge of 25%; 7 days to less than 14 days' notice has a maximum charge of 50%; and less than 7 days' notice has a maximum charge of 100%.
For stays of more than 7 x 24 hours, cancellation with 42 days' notice or more receives a full refund; 28 days to less than 42 days' notice has a maximum charge of 25%; 14 days to less than 28 days' notice has a maximum charge of 50%; and less than 14 days' notice has a maximum charge of 100%

For cancellation notice, one day means 24 hours. Exactly 7 days' notice for a short stay has a 25% cap; less than 7 days has a 100% cap. "7 to <14 days" includes exactly 7 days and excludes exactly 14. Notice is not rounded down.

We will not retain or charge more than our reasonable net loss directly caused by cancellation, or the applicable cap, whichever is lower. We take reasonable steps to refill cancelled capacity and account for saved costs and replacement income. A booking we could have accommodated alongside the original dog does not automatically replace the cancelled capacity. We do not recover the same loss twice and will explain our calculation if requested.

14a. Refund timing and final reconciliation

Payments received, including the deposit, are credited against the assessed cancellation charge. We refund any amount already clearly due within 7 calendar days of cancellation notice. This includes all payments in a full-refund band and any amount paid above the applicable cancellation cap. Where our loss is already known to be lower, the clearly refundable difference is also returned promptly.

Any remaining refund that depends on replacement boarding actually provided within that period, relevant replacement and cost saved. On the original agreed collection date, we email you to explain whether the cancelled capacity was refilled fully, partly or not at all, with the charge and refund calculation.

Any further refund will be transferred within 7 calendar days after the original agreed collection date. A replacement stay continuing beyond that date does not postpone reconciliation or payment. If not replacement booking is delivered, we still consider costs saved and other reductions in our loss.

If payments received are less than the final assessed charge, we may invoice the difference, payable within 7 calendar days of the invoice, subject to your legal rights. Refunds follow the bank-transfer arrangements in Section 13. We will not require credit instead of a refund. Any shorter statutory deadlines takes precedence.

14b. Shortening a stay or removing a dog

Reducing a stay or removing a dog is a partial cancellation. We apply the category of the original confirmed stay for that dog and calculate any charge against the original price of the removing boarding only, using notice before that dog's original drop-off. Retained boarding is charged at the agreed price, subject to the Christmas offer conditions in section 13. We show the retained price, cancellation charge, payments received and any revised payment schedule in writing.

14c. Moving dates

Moving dates requires our written agremement and suitable availability. Unless we expressly agree a transfer, removing the original dates is a cancellation and the new dates form a separate booking. Requesting a change does not suspend payment or cancellation deadlines. Any agreed transfer or credit will have written conditions and a expiry date.

14d. No arrival or early collection

If you do not arrive or choose to collect early, the late-cancellation rules apply to the unused boarding, subject to our net loss and replacement boarding. Early collection is treated as notice given at collection. Charges for boarding already provided remain payable. Any loss of elegibility for the Christmas offer is handled under Section 13, with no double recovery.

14e. Exceptional circumstances

We recognise that genuine emergencies occur, including bereavement, emergency hospital admission, or serious sudden illness or death of a dog. We may reduce or waive a cancellation charge or offer an agreed transfer after considering the circumstances. Please contact us promptly. Any exception is confirmed in writing and does not automatically change the terms of future bookings. This discretion does not replace any refund or other remedy by law.

15. Late Collection and Failure to Collect

We understand that occasional delays can happen. Where a delay is minor and you keep us informed, we may exercise reasonable discretion before applying an additional charge.

Subject to that discretion, where collection is delayed beyond the agreed collection time and the delay amounts to an extension of the booking, the following additional charges may apply:

Up to 6 hours beyond the agreed collection time: £20 per dog, provided collection takes place no later than 8:00 pm.
Where the extension goes beyond 8:00 pm: an additional full 24-hour boarding charge of £40 per dog may apply.

The 8:00 pm cut-off applies even where the agreed collection time is less than 6 hours earlier. For example, if the agreed collection time is 5:00 pm, the £20 extension rate can only apply up to 8:00 pm.

A later-than-agreed drop-off does not move the agreed collection time or the 8:00 pm cut-off unless we expressly agree a revised collection time.

Any additional payment does not give an automatic right to extend a stay. We must be able to accommodate the extension safely and within our licensed capacity.

If you do not collect your dog when required and cannot be contacted, we will contact your nominated emergency contact. If neither you nor your emergency contact is available or willing to collect, we may take reasonable steps necessary to safeguard your dog's welfare and the safety and welfare of other dogs and people while appropriate alternative arrangements are sought.

You remain responsible for your dog and for reasonable costs directly arising from a failure to collect, to the extent permitted by law.

16. Cancellation by Dogs on Holiday

If illness, an emergency affecting our home or another unexpected circumstance means we cannot safely provide the agreed boarding service, we will notify you as soon as reasonably possible. If we cancel before arrival for a reason on our side, we refund all payments for the affected boarding within 7 calendar days of our cancellation notice. We do not charge a cancellation or administration fee, and do not wait for the original stays dates to pass.

Should we offer an alternative boarding arrangement or credit towards a future stay, you are free to accept or decline it. Either option requires your agreement, and you do not have to accept it instead of a refund. We will give you or your emergency contact as much notice as circumstances reasonably allow.

If we end a stay early for a reason on our side, we arrange safe collection with you or your emergency contact and refund unused boarding within 7 calendar days of ending the stay. Health, welfare or behaviour issues involving your dog and owner breaches are dealt under Section 11 according to the circumstances and applicable law. Nothing in this section limits your statutory rights or other remedies.

We recommend that you consider suitable travel insurance when arrange your holiday. Please check with your insurer whether your policy covers dog boarding cancellation charges or disruption to your holiday if boarding becomes unavailable. We cannot guarantee that these circumstances will be covered.

17. Damage and Additional Costs

Dogs on Holiday is a home boarding service, and we understand that normal wear and tear and occasional minor accidents can occur when dogs are living in a home environment.

You will not normally be charged for reasonable wear and tear or minor accidental damage arising during an ordinary stay.

However, you may be responsible for the reasonable cost of repairing or replacing property where your dog causes significant or avoidable damage, particularly where the damage results from behaviour that you knew about, or could reasonably have been expected to tell us about, before the stay.

This may include persistent destructive behaviour, chewing or scratching of furniture or fittings, damage caused during repeated attempts to escape, or other behaviour materially inconsistent with the information you provided about your dog.

Where reasonably practicable, we will contact you before incurring a significant cost connected with damage caused by your dog. Where immediate action is necessary to protect a dog, another person, another animal or our property from further harm, we may take reasonable action without obtaining prior approval.

You will only be responsible for costs reasonably incurred as a direct result of the circumstances concerned, and nothing in this section affects your statutory rights or limits any responsibility that Dogs on Holiday has under applicable law.

18. Photos, Updates and Social Media

During your dog's stay, we may take photographs or short videos as part of normal care and to provide you with updates about how your dog is settling and enjoying their stay.

We may send these updates privately to you using the contact method agreed with you, such as WhatsApp.

Permission to send you private updates does not give Dogs on Holiday permission to publish photographs or videos of your dog publicly.

We will only use identifiable photographs or videos of your dog on our website, social-media accounts or other promotional material where you have given us separate permission to do so.

You can choose not to give permission for public use of photographs or videos, and this will have no effect on our decision to accept your dog for boarding or on the care your dog receives.

Where permission has been given, you may withdraw that permission for future use by contacting us. Withdrawal will not affect uses that have already taken place before we received your request, although where reasonably practicable we will consider requests concerning material already under our control.

19. Personal Information

When you make an enquiry or booking with Dogs on Holiday, we will collect and use personal information about you and information relating to your dog so that we can assess your enquiry, provide our home boarding service, communicate with you and meet our legal and licensing obligations.

This may include your contact details, home address, emergency-contact information, veterinary details and the information you provide about your dog's health, behaviour, routines and care requirements.

If you provide us with another person's details, such as an emergency contact, you are responsible for ensuring that the person knows their details are being provided to Dogs on Holiday for this purpose.

We will handle personal information responsibly and in accordance with applicable data-protection law.

Further information about how we collect, use, store and protect personal information, and about your rights, is provided in our Privacy Policy, which is available on our website.

20. Liability and Insurance

Dogs on Holiday maintains appropriate insurance for the home boarding services we provide.

We will take reasonable care to safeguard your dog while they are staying with us and will provide our service with reasonable care and skill.

Dogs are living animals and, despite appropriate care and supervision, accidents, illness, injury or unexpected behaviour can sometimes occur. Dogs on Holiday will not be responsible for loss, injury, illness, damage or expense merely because it occurs during a dog's stay.

However, nothing in these Terms & Conditions excludes or limits liability where it would be unlawful to do so, including liability arising from our negligence or breach of our legal obligations.

You remain responsible for providing complete and accurate information about your dog and for costs or losses that arise directly from materially inaccurate information or relevant information that you have withheld, as set out elsewhere in these Terms & Conditions.

Nothing in these Terms & Conditions affects your statutory rights as a consumer.

21. Changes to These Terms

We may update these Terms & Conditions from time to time to reflect changes to our services, operating procedures, licence conditions, legal requirements or experience gained from running Dogs on Holiday.

The Terms & Conditions that apply to a booking will normally be those provided or made available to you when that booking is confirmed.

Where we make a significant change that could materially affect an existing confirmed booking, we will let you know and will not apply the change retrospectively in a way that unfairly disadvantages you.

For returning dogs, we may ask you to review the current Terms & Conditions before confirming a new booking.

22. Agreement, Governing Law, Complaints and Contact

Before completing the Getting to Know Your Dog process, you will be given access to the current Dogs on Holiday Terms & Conditions and asked to confirm that you have read and agree to them.

Where our electronic form includes an electronic signature, that signature forms part of the record of the information, declarations and consents submitted to Dogs on Holiday. The electronic-signature platform may also present its own electronic-signature disclosure or consent process.

These Terms & Conditions and any booking made with Dogs on Holiday are governed by the laws of Scotland.

If you have a concern or complaint about our service, please contact us as soon as reasonably possible so that we have an opportunity to understand the issue and, where appropriate, try to resolve it with you.

Nothing in these Terms & Conditions affects any rights or remedies available to you under applicable consumer law.

You can contact Dogs on Holiday using the contact details provided on our website or in your booking communications.