RESERVATIONS / DEPOSIT/ PAYMENT TERMS
50% DEPOSIT REQUIRED UPON BOOKING
A 50% Deposit of the total balance is required before your booking is confirmed with the remaining balance to be paid on arrival.
We accept most major debit / credit cards (except American Express), cash or payment via our online payment portal.
Should you cancel your booking, any deposit paid is non-refundable or transferable in ALL cases.
A minimum of 5 days booking charge will apply to all peak periods (Please enquire).
BANK HOLIDAY SUPPLEMENTS - Christmas Day, Boxing Day & New Years Day are charged at double rate per dog / per day.
Please note, bookings for arrival within 14 days, full payment will be required at time of booking. This is non-refundable / non-transferrable in all cases.
All pets are charged for their day of arrival and their day of departure, regardless of the time of arrival or departure. Note: Please see ‘DROP OFF / COLLECTION’
Refunds cannot be given for early returns.
Alterations to dates will incur a £10 per date administration charge and will be subject to availability.
Dogs arriving late will be charged from the original date of booking.
A telephone enquiry / provisional booking is not accepted as a booking. To reserve a place for any animal, our on-line booking form, together with 50% deposit of the total balance is required from ALL customers before a booking is accepted.
DROP OFF / COLLECTION
Your dog(s)'s suite will be available for use from 9am on your arrival date and until 5pm on your date of departure. Suites will need strict and thorough cleaning / disinfecting / drying time prior to re-use. Therefore, we charge for the day in and out (any part of a day counts as a whole). We prefer dog's to be brought in as early as possible to help them settle and experience a full day with the staff, particularly for our first-time boarders.
Dogs can only be accepted or given out within business hours. Please note business hours on the ‘Contact us’ page or under the 'Hour of Business’ section. We cannot accept or return pets outside of these times.
Dogs must be collected on stated day out unless otherwise agreed with Imberpark. If a pet is collected late without prior agreement, you will be charged for any extra days plus a surcharge of £50 per day.
If someone is collecting your pet on your behalf, we will need to be made aware of this at the time of check in. You will be required to complete and sign a form giving full details of whom will be collecting your pet. Your designated collector will be asked to provide ID at the time of collection so please make them fully aware of this. For security purposes, without ID and/or prior authorisation from you, we will not be able to return your pet.
It is stressed that all dogs must be on a lead at all times when owners bring them in and transfer them to our staff or on returning them to your vehicle as we accept no responsibility for loss or injury. If customers insist on our staff releasing dogs in the forecourt, it is then the responsibility of the owner. Collars being worn by dogs must be secure so they cannot slip loose. Customer's leads and check chains are not accepted into the pet hotel. Collars will be removed once in their suite to avoid injury.
Having dealt with the necessary paperwork and settled any boarding fees, dogs will be taken from the customer by our staff. No owners will be permitted to take their dogs(s) into the pet hotel for insurance and health and safety purposes. This also helps reduce stress on the animals boarded. Whilst in our care, no animal will be allowed visitors as this can upset them.
We reserve the right to separate any dogs sharing a suite whom in our professional opinion need separation, in the interest of the health and/or safety of any of the occupants of the suite and/or the safety of our staff. Any fees incurred to be borne by the owner.
EMERGENCY CONTACT / EARLY PET RETURNS
No animal will be accepted into our Pet Hotel without an emergency UK contact name, address and telephone number. Your emergency contact may be required to authorise any treatment for your pet on your behalf. Owners must ensure the contact is fully aware of their responsibilities and the fact you have supplied, and they are happy for us to have their personal details.
In cases where we feel there is a danger to our staff, or we feel your pet is not suitable for the environment, the owner or your emergency contact will be asked to remove your pet from the pet hotel prior to the booked collection date. You must ensure your contact is aware of their responsibilities to take back your pet in these circumstances. Should we need to ask you or your contact to collect your pet due to their behaviour then you will be liable for the full cost of your pets stay.
VACCINATIONS / HEALTH & TEMPERAMENT
To be accepted into our pet hotel, all dogs must be fully inoculated against Distemper, Hepatitis, Parvovirus, Para Influenza, Leptospirosis and Intrac within the last twelve months and not less than two weeks prior to boarding. Vaccination certificates showing up to date vaccinations must be seen prior to boarding.
Canine Infectious Bronchitis (Kennel Cough)
Although we do not insist dogs are inoculated against Canine Infectious Bronchitis (Kennel Cough), we strongly recommend you discuss this matter with your veterinary surgeon as this is caused by a complex virus / bacteria only some of which respond to the vaccination. Should you decide to have your dog(s) vaccinated against Canine Infectious Bronchitis, the vaccine must be administered at least two weeks prior to boarding.
Please note: Animal(s) showing signs of Canine Infectious Bronchitis (Kennel Cough), or any contagious disease will be turned away.
Temperament / Condition
All animals must be fit, in good condition and of pleasant temperament when entering Imberpark. In the event of your animal falling ill during boarding we reserve the right to call in a veterinary surgeon. All costs to be borne by the owner. This will include but not limited to any veterinary call-out charges, veterinary treatment, accommodation, transportation etc. We strongly advise you to have the appropriate level of pet insurance in place. It is the owner's responsibility to ensure there are sufficient funds to cover this and claim back any costs through their insurer. We reserve the right to turn away any animal which we feel is not suitable to be boarded. Please note due to data protection / privacy laws you will be required to inform your veterinary surgeon of your intention to board your pet with us and authorise us to share / discuss your pet and their medical history. Without such authorisation, your vet may not be able to assist us in ensuring the appropriate level of care and treatment required.
Please note: Animal(s) showing signs of Canine Infectious Bronchitis (Kennel Cough), or any contagious disease will be turned away.
It is emphasised whilst every care and attention is given, the proprietors accept no responsibility for injury due to your animal's behaviour whilst boarded with us.
Owners are liable for any damage inflicted upon staff or property by their animal(s).
Should any animal be found to be hosting fleas, the person responsible for collecting the animal will at the time of collection, be liable for all costs of treating the animal and surrounding environment considered necessary by the owners of Imberpark Ltd.
Dogs 10 years and older whether or not they have boarded with us before may be subject to a medical health consultation by one of our team to establish if they are suitable to board / board again at our facilities. This may include a prior visit with your pet before your boarding arrival date. Any animal deemed to be unsuitable to board with us will be refused entry. If you are concerned about your pet’s age, we will be happy to discuss it with you.
We require full details of any pre-existing health condition your pet has and reserve the right to consult a veterinary surgeon, of our choice, should we deem necessary. The signing of our conditions gives us your consent to do so.
Medication
We are able to administer prescribed medication. This may incur an extra charge depending on complexity and regularity. If following your telephone consultation and assessment your booking is accepted, you will be required to provide your medication to cover the duration of your pet’s stay with us along with full administration details. Any tablets must be counted into a pill box which we advise to do before your arrival or allow extra time to do so at check in. Please note, we do not hold excess medication and failure to provide the correct amounts for your pet’s stay will result in additional veterinary charges.
The signing of our conditions gives us your consent to administer any medication you provide.
Microchipping
As from 6th April 2016, you are required by law to have any dogs microchipped. Under our licence conditions we have an obligation to report your details to the local authority for failure to provide microchipping details for your pet.
BELONGINGS
Beds, toys and any such belongings are not required, they will be supplied. Please note, we accept no responsibility for loss or damage to customer belongings, ie. any type of bedding, toys, leads etc. The suites are cleaned daily and toys etc are easily lost when the bedding etc is changed. Therefore, we please ask you do not bring any belongings as we cannot guarantee their safe return or that they are returned in the same condition as when you bring them in. We are here to look after your pets, not their belongings.
FOOD
We try wherever possible to adhere to your pet’s usual diet at home. There will be occasions where your pet may not eat their usual diet and we need to try alternatives in order to ensure they are eating whilst with us. Food and Water consumption is strictly monitored, and our dietician will adjust / make decisions regarding this where necessary. Food available from our extensive range in our onsite pet store will be supplied. For foods not available in our pet store, or for veterinary prescribed foods, we ask the owner to supply. There is no reduction in the price for owners supplying their own food. Owners must ensure there is enough food to last the duration of your pet’s stay with us and full feeding instructions are provided.
ABANDONED ANIMALS
In the event of an animal not being collected within 14 days of the departure date, we will attempt to trace / communicate with the owner / emergency contact before proceeding with legal action. We reserve the right to have your pet moved to a rehoming centre. You will be liable for any costs incurred during this process and we also reserve the right to take legal action to recover any costs incurred.