LICENCE DISPLAY

1.1. The Animal Welfare (Licensing of Activities Involving Animals) (England) Regulations 2018 (SI No.
486) Licence, including name of licence holder and licence number will be displayed in the porch
entrance.

1.2. This licence will also be clearly displayed on the website and social media pages.

RECORDS which must include

(a) the dates of each dog’s arrival and departure;

(b) each dog’s name, age, sex, neuter status, microchip number and a description of it or its breed;

(c) the number of any dogs from the same household;

(d) a record of which dogs (if any) are from the same household;

(e) the name, postal address, telephone number and email address of the owner of each dog and
emergency contact details;

(f) in relation to each dog, the name, postal address, telephone number and email address of a local
contact in an emergency;

(g) the name and contact details of the dog’s normal veterinarian and details of any insurance relating
to the dog;

(h) details of each dog’s relevant medical and behavioural history, including details of any treatment
administered against parasites and restrictions on exercise;

(i) details of the dog’s diet and related requirements:

(j) owner consent forms;

(k) a record of the date or dates of each dog’s most recent vaccination, worming and flea treatments;

(l) details of any medical treatment each dog is receiving.

2.2. All records that the Service Provider is required to keep as a condition of the licence are available
for inspection by an inspector in a visible and legible form or, where any such records are stored in
electronic form, in a form from which they can readily be produced in a visible and legible form.

2.3. All such records will be kept for at least three years beginning with the date on which the record
was created.

2.4. Electronic records will be backed up.

2.5. When outside the premises, each dog must wear an identity tag which includes the licence holder’s
name and contact details.

BOOKINGS

3.1. A booking shall me made by completing a Booking Form and not accepted until a booking
confirmation letter has been issued by the Service Provider and received by the Client as well as Terms
and Conditions, Veterinary Release Form Owners Consent Form and any other necessary forms
completed and payment made in accordance with the price quoted.

USE, NUMBER AND TYPE OF ANIMAL

4.1. The Service Provider’s licence applies only to the home boarding of dogs.

4.2. The Service Provider’s licence conditions clearly state the numbers of dogs permitted at the
premises.

4.3. Each dog or dogs from the same family unit (including those permanently on the home boarder’s
premises) will have access to a room for itself, where it can sleep, go to hide, and be kept separate from
other dogs, particularly if the Service provider is absent.

STAFFING

5.1. The licence holder has the competence to identify the normal behaviour of dogs and to recognise
signs of, and take appropriate measures to mitigate or prevent, pain, suffering, injury, disease or
abnormal behaviour. This includes dog welfare, including recognising poor welfare and understanding
the 5 welfare needs.

5.2. The Service Provider will continue to engage with courses, written or online learning, keeping up to
date with any research or developments for dogs. (See training policy).

SUITABLE ENVIRONMENT – HOME CONDITION

6.1. Dogs will be accommodated within the home. There will be no use of external construction of
buildings, cages or runs for the home boarding of dogs. The accommodation provided covers two areas;

(a) Indoor: There is sufficient space available to provide an individual sleeping area for each dog with the
ability to keep each dog in a physically separate room if required. This also allows each dog the choice of
somewhere to go.

(b) Outdoor: There is direct access to a suitable and secure hazard free external area/yard. The yard is
owned by an only used by the licence holder and not shared with other properties. The home includes
its own entrance and two secure physical barriers between any dog and any entrance to or exit from it.
One being a secure gate and the other is the main door.

6.2. Dogs from different households will only be boarded at the same time with the written consent of
every owner. There will be a mandatory and documented trial familiarisation session for all dogs prior to
stay. This also includes familiarisation with resident dogs.

6.3. Each dog will be provided with its own designated room, where it can be kept separate from other
dogs.

6.4. Once dogs are familiarised with each other they may want to be together and will not be shut in
their own room alone. Dogs from the same household can be kept together with written consent from
the owner.

6.5. Each dog will have a clean, comfortable and warm area within its designated room where it can rest
and sleep. The sleeping area will provide a clean resting place for comfort and warmth and be situated
out of draughts. The sleeping accommodation floor area allows the dog to be able to sit and stand at full
height, stretch, wag its tail and to walk and turn around without touching the sides. The available/clear
floor area is a minimum of twice that required for a dog to lay out flat.

6.6. Written consent will be obtained from the owner to keep dogs together in a designated room. Each
dog (or dogs) from the same household must still be allocated a designated room. The licence holder
will separate dogs into different rooms should the need arise.

6.7. Unneutered bitches will be prevented from mating. In season bitches will not be accepted for
boarding with dogs from other households. Intact males will not be on the premises if an inseason bitch
is boarded.

Bedding

6.8. All beds and bedding areas are kept clean, dry and parasite free.

6.9. Owners are asked to bring dog’s bedding from home to reduce stress and separation anxiety.

6.10. If a dog chews or destroys its bedding, it will be replaced with an alternative for the duration of
your dogs stay.

Crates

6.12. A dog will not be confined in a crate for longer than three hours in any 24hour period.

6.13. A dog will not be kept in a crate unless:

(a) it is already habituated to it,

(b) a crate forms part of the normal routine for the dog;

(c) the dog’s owner has consented to the use of a crate.

6.14. The crate, of a suitable size and construction, must be provided by the owner. Any crate provided
in which a dog is kept must be in good condition and sufficiently large for the dog to sit and stand in it at
full-height, lie flat and turn around.

6.15. Some dogs may choose to sleep in their crate during the day and overnight. The crate door will be
left open to allow the dog to choose where it sleeps.

6.16. Any crate in which a dog is kept must be in good condition and sufficiently large for the dog to sit
and stand in it at full-height, lie flat and turn around.

Equipment

6.17. All areas, equipment and appliances to which the dogs have access will present minimal risks of
injury, illness and escape. They are constructed in materials that are robust, safe and durable, in a good
state of repair and well maintained. There are no sharp edges, projections, rough edges or other
hazards, such as chemicals and loose cables, which may present risk of injury to a dog.

6.18. No standing water from cleaning or urine will be present. Drainage will be permanently unblocked,
with liquids able to run off into drains immediately. Any drain covers in areas where dogs have access
will be secure

6.19. Doors and windows to the outside are escape proof, securable, strong enough to resist impact and
scratching, and to prevent injury. External doors/gates are lockable. The Service Provider has easy
access to keys and/or any key code in case of emergency.

6.20. All outdoor fencing is strong and rigid and kept in good repair to provide an escape and dig proof
structure.

6.21. Timber used is of good quality, well maintained and any damaged areas sealed or overclad. Wood
is smooth and treated to render it impervious.

6.22. All interior surfaces to which dogs have access are maintained in good order and repair, smooth,
impervious and able to be cleaned. These are kept suitably clean. Floors are non-hazardous for dogs to
walk on, in particular to avoid slipping.

6.23. Any electrical sockets and appliances in the dog designated rooms and where the dogs have
access to are secure and protected against damage.

6.24. The Client shall provide secure collars with name/address tags and supply leads.

6.25. The Service Provider will provide their own name/address tags for pets while in their care.
Environment

6.26. Each designated room has a secure window to the outside that can be opened and closed as
necessary.

6.27. Each designated room has a securable, full height door or gate for access and security. Where
appropriate, doors/gates to designated rooms will be kept shut at night. Each designated dog room has
a secure latch or other secure closing device.

6.28. Dogs will not be restricted to areas when climatic conditions may cause them distress.
Temperature regulation will aim to keep the ambient temperature above an absolute minimum of 10°C
and below a maximum of 26°C.

6.29. Dogs will be monitored to check if they are too hot or too cold. If an individual dog is showing signs
of heat or cold intolerance steps will be taken to ensure the welfare of the dog. A dog will be able to
remove itself from a direct source of heat.

6.30. Ventilation is provided to all interior areas to avoid excess humidity.

6.31. Heaters will not be sited in a manner or location where they present a risk of burning or electric
shock / electrocution to dogs or humans, or a risk of fire.

6.32. Excessive noise will be avoided.

6.33. Dogs will not be exposed to draughts.

Cleanliness

6.34. The licence holder will ensure that dogs benefit from adequate routine grooming and other health
regimes as needed and agreed with the owner e.g. cleaning of eyes or keeping long fur from matting.
This should include attention to coat, teeth, ears and nails and inspection for parasites.

6.35. Dogs will have regular opportunities throughout the day for toileting in the secure area and/or
during exercise, taking into account individual needs. They will have at least 4 opportunities per day or
constant access during safe weather conditions.

6.36. Designated rooms will be inspected daily and kept in a clean condition, in accordance with the
documented Cleaning and Disinfection Procedure (See Policy).

6.37. Dogs will be removed from their designated room whilst it is being cleaned.
Transport

6.38. Transport will be in accordance with existing legal requirements.

6.39. Dogs will be suitably restrained using a dog crate, dog guard or transport harness.

6.40. Dog crates are of adequate size, designed to provide good ventilation and firmly secured, out of
direct sunlight and away from heating vents.

6.41. Vehicles are regularly cleaned and disinfected.

6.42. Leaving dogs in vehicles is minimalised and dogs will never be left unattended in a car or other
vehicle where the temperature may pose a risk to the animal.

6.43. If transporting dogs by road, sufficient breaks will be offered for water and the chance to go to the
toilet.

6.44. Where the business uses vehicles to collect and return dogs, the dogs will be collected from and
returned to houses on a lead to minimise the risk of any dog escaping.

Natural Light

6.45. All the animals will be easily accessible to staff for inspection. There will be sufficient light for the
staff to work effectively and observe the animals. Where practicable this will be natural light, but
artificial light is available. Where artificial lighting is used, this is within a range of 10 to 12 hours daily.

6.46. Lights will be turned off to provide a period of darkness overnight.

Resources

6.47. All resources will be provided in a way (for example as regards frequency, location and access
points) that minimises competitive behaviour or the dominance of individual animals. There will be multiples of all resources (food, water bowls and sleeping areas), equal or greater than the number of
dogs in any communal area.

6.48. Dogs will be carefully monitored, especially at feeding times.
Attendance

6.49. Dogs will not be left unattended in any situation or for any period likely to cause them distress.
Dogs will have human company and will not be routinely left alone for more than three hours in a 24-
hour period, or shorter intervals as necessary for the individual health, safety and welfare of an
individual dog. There will be a designated other person who can cover any emergency or absence of
leave so that the dogs are never left alone.

SUITABLE DIET

7.1. The Client shall provide sufficient food and any treats for their pet(s) for the duration of the Service.

7.2. Adult dogs will be fed at least once/twice per day and in accordance with the individual dog’s
needs.

7.3. The diet will be agreed with the dog’s owner.

7.4. Dogs will be separated for feeding unless written consent from owners has been received
permitting otherwise.

7.5. Feed and (where appropriate) water intake will be monitored, and any problems recorded and
addressed. (See monitoring form). Dogs will be monitored if they remain without appetite for longer
than 24 hours and if there are concerns, veterinary advice will be sought.

7.6. The general condition of all long stay dogs will be monitored and dogs displaying significant weight
loss/gain will be evaluated by a veterinarian and treated as necessary.

7.7. Veterinary advice will be followed if feeding debilitated, underweight or ill dogs, or those with
specific dietary requirements

7.8. Feed and drinking water provided to the animals will be unspoilt and free from contamination. Dry
food will not be left out for more than 24 hours. When wet feed is fed it will be removed before the next
feeding time.

7.9. Refrigeration facilities for feed storage will be provided. Feed will be stored away from risk of
vermin and in appropriately cool and dry places.

7.10. Feed and drinking receptacles are capable of being cleaned and disinfected and are nonporous.
Receptacles will be cleaned daily and disinfected at least once a week. If damaged they will be disposed
of.

7.11. Constant fresh water will be provided daily in a clean receptacle and changed or refreshed as often
as necessary.

7.12. Fresh water will be available at all times in each designated room.

7.13. Where feed is prepared on the premises, there will be hygienic facilities for its preparation,
including a working surface, hot and cold running water and storage. Soap and hygienic hand drying
facilities are available.

MONITORING OF BEHAVIOUR AND TRAINING OF ANIMALS

Environmental Enrichment

8.1. A programme will be agreed with the owner of each dog setting out enrichment both inside and
outside including, grooming, socialisation and play. All dogs will receive appropriate toys and/or feeding
enrichment unless veterinary advice suggests otherwise. Owner’s written consent will be obtained.
Potential competition between dogs will be avoided when feeding enrichment takes place and use of
items will be monitored. Items will be checked daily to ensure they remain safe. Damaged items will be
removed from use.

8.2. For dogs whose welfare depends partly on exercise, opportunities to exercise which benefit the
animals’ physical and mental health will be provided, unless advice from a veterinarian suggests
otherwise.

Exercise

8.3. Prior written consent from owners will be obtained to:

(a) Enable a dog to be walked outside the home environment/garden,

(b) Enable a dog to be let off the lead and

(c) Enable a dog to be walked with dogs other than those from its household.

8.4. Exercise will involve at least two 30-minute walks per day as appropriate for its age and health or
one walk and another spell of positive interactive play time for 30 minutes.

8.5. Consideration will be given to life stage, physical and mental health and breed when planning daily
exercise.

8.6. There will be an alternative form of enrichment planned for dogs which cannot be exercised for
veterinary reasons for the same periods of time. This will include positive interaction with people and
additional forms of toy and food enrichment and will take place at least twice a day.

8.7. No more than four dogs per person will be walked at one time and the owner’s consent is needed to
walk with other dogs. Dogs will be familiarised with each other beforehand.

8.8. Dogs which cannot be exercised will be provided with alternative forms of mental stimulation.

8.9. Outdoor areas will not be used by more than one dog at any one time unless they are from the
same household or prior written consent has been obtained from owners.

8.10. The outdoor area will be cleared of all potential hazards after each use. Faeces will be picked up
between dogs/occupancy and at least twice daily.

8.11. Dogs will not have direct access to bins. The outdoor/garden area of the premises and any other
area to which the boarded dogs may have access, will be secure and safe.

Higher Standard

8.12. Any equipment that a dog is likely to be in contact with and any toy provided will not pose a risk of
pain, suffering, disease or distress to the dog and must be correctly used.

8.13. Items such as leads will be removed when the dog is in the home environment.

8.14. Items specific to a particular dog will be identified and recorded as such.

8.15. Toys will be suitable for the dogs that are present, and checked regularly to ensure they are in
good condition and safe.

8.16. In the event of extreme weather which may have an adverse effect on the Client’s pet, e.g. heat or
thunder storms, the Service Provider shall in their sole discretion take whatever action they consider
necessary, including not carrying out scheduled exercise until it is, in their opinion, safe to do so.

Behaviour

8.17. The behaviour of individual dogs will be monitored daily and changes in behaviour and/or
behaviours indicative of suffering, stress, fear, aggression and anxiety will be recorded and acted upon.
Records of assessment will be kept.

8.18. Dogs likely to, or showing, signs of being nervous or stressed will be located in a suitable part of
the house, bearing in mind their individual disposition. This could include: elderly dogs; nervous dogs;
dogs on some medications. Where a dog is showing signs of being nervous, stressed or fearful, steps will
be taken to address this.

Training Methods

8.19. Where used, training methods or equipment will not cause pain, suffering or injury. Training will
be reward based (i.e. reward desired behaviour and ignore unwanted behaviour).

Dogs Under One Year

8.20. All dogs under 12 months will be given suitable and adequate opportunities to:

(a) learn how to interact with people, their own species and other animals where such interaction
benefits their welfare, and

(b) become habituated to noises, objects and activities in their environment. Documented processes
are in place to accommodate the needs of dogs under one year of age. (See Policy).

ANIMAL HANDLING AND INTERACTIONS

9.1. Dogs will always be handled humanely and appropriately to suit the requirements of the individual
dog and to minimise fear, stress, pain and distress. Dogs will never be punished so that they are
frightened or exhibit aversive behaviour.

9.2. The dogs will be kept separately or in suitable compatible social groups appropriate to the individual
dogs. No dog will be isolated or separated from other dogs for any longer than is necessary.

9.3. Written procedures are in place for both all newly introduced dogs and for dogs under one year,
including being kept away from other dogs, if required. Introductions to other dogs, other animals,
people and equipment will be supervised and monitored. (See Policy).

9.4. All dogs will have regular daily opportunities to interact with people where such interaction benefits
their welfare.

9.5. There are no cats resident on the premises.

9.6. A change in a pet’s routine and circumstances can cause varying degrees of distress and
unpredictable or abnormal behaviour, particularly if their owner is on holiday. Pets have no concept or
ability to understand that their owner’s absence is temporary and they will be coming back. The Service Provider understands this and will offer comfort and reassurance whilst trying, as far as is practically
possible to maintain the pet’s normal daily routines.

PROTECTION FROM PAIN, SUFFERING, INJURY AND DISEASE

10.1. Written procedures (Procedure Attached) are in place for and implemented covering:

(i) Feeding regimes;

(ii) Cleaning regimes;

(iii) Transportation;

(iv) The prevention of, and control of the spread of, disease;

(v) Monitoring and ensuring the health and welfare of all the animals,

(vi) The death or escape of an animal (including the storage of deceased animals);

(vii) The care of the animals following the suspension or revocation of the licence or during and
following an emergency.

10.2. All people responsible for the care of the animals are made fully aware of these procedures.
Preventative Health Care

10.3. All reasonable precautions will be taken to prevent and control the spread among the dogs and
people of infectious diseases, pathogens and parasites. (See Policy).

10.4. An up-to-date veterinary vaccination record must be seen to ensure that dogs have current
vaccinations against:

• canine parvovirus
• canine distemper,
• canine adenovirus/infectious canine hepatitis,
• leptospirosis
• Vaccination against other diseases such as kennel cough (Bordetella bronchiseptica/ Canine
  parainfluenza virus) may be required by the establishment.
  
  10.5. Certification from a veterinarian of a recent protective titre test may be accepted instead of a
  booster vaccination. The certificate must state that it is valid for the current period of boarding. It is the
  decision of the Service Provider whether to accept such a certificate.

10.6. Primary vaccination courses must be completed at least 2 weeks before boarding.

10.7. Vaccines used must be licensed for use in the UK. Homoeopathic vaccination will not be accepted.

10.8. Dogs must have been appropriately treated for external and internal parasites in accordance with
veterinary advice before entry to the home boarding environment.

10.9. If there is evidence of external parasites (fleas, ticks, lice) the dog will be treated with an
appropriate product authorised by the Veterinary Medicines Directorate and licensed for use on animals
in the UK. Treatment must be discussed with a veterinarian before administering. Consent from the
owner is required.

10.10. Before a dog is admitted for boarding, all equipment to be used by or in relation to that dog will
be cleaned and disinfected.

Health Checks

10.11. All animals will be checked at least once daily or more regularly as necessary to check for any
signs of pain, suffering, injury, disease or abnormal behaviour. Vulnerable animals will be checked more
frequently. Any signs of pain, suffering, injury, disease or abnormal behaviour will be recorded and the
advice and further advice (if necessary) of a Veterinarian will be sought and followed.

Sick or Injured Animals

10.12. If the dog is taken sick or injured the Service Provider will notify the Client at the earliest
convenience using whatever method is available to take instructions or guidance. In the event of the
Service Provider not being able to contact the Client or in an emergency situation, the Service Provider
shall, if in their own opinion the pet needs veterinary attention/treatment/opinion, make arrangements
as necessary, in the best interest of the pet. Any veterinary bills shall be directly chargeable to the
Client.

10.13. Sick or injured dogs will receive prompt attention from a veterinarian and the advice of that
veterinarian will be followed.

10.14. When a dog is suspected of being ill or injured a veterinarian will be contacted for advice
immediately and any instructions for treatment recorded and strictly followed with further guidance
sought if there is an ongoing concern.

10.15. Where necessary, dogs will receive preventative treatment by an appropriately competent
person. Any preventive treatment will be with consent from the owner and under the direction of a
veterinarian.

10.16. The Service Provider will register with a Veterinarian with an appropriate level of experience in
the health and welfare requirements of dogs and the contact details of that Veterinarian will be readily
available to all staff on the premises used for the licensable activity. This will include the name, address
and telephone contact number, including out of hours provision, of the Veterinarian. The Veterinary
practice is within a reasonable travel distance.

10.17. Agreement will be made and documented between the dog owner and licence holder with
regards to which Veterinarian is to be used.

Medicines

10.18. It shall be the sole responsibility of the Client to ensure the Service Provider is fully aware of any
health issues the pet is experiencing, or has suffered in the past. The Service Provider cannot be held
liable for any actions or omissions which result in problems or complications for anything not disclosed.

10.19. No booking can be accepted without a completed Veterinary Release Form.

10.20. No booking can be accepted without the Client providing to the Service Provider the original
Vaccination Cards for each pet for viewing and photocopying.

10.21. The Service Provider shall follow instruction given on the Booking Form but cannot be held liable
for any complications which may arise.

10.22. In the event of a pet having a contagious illness or disease which has not been disclosed, the
Client may be liable for the costs of treatment given to other animals which become infected.

10.23. Prescribed medicines will be stored safely and securely to safeguard against unauthorised access,
at the correct temperature, and used in accordance with the instructions of the veterinarian.

10.24. All courses will be completed to the specifications given by the veterinarian.

10.25. Any unused medications will be returned to the owner, nominated contact or prescribing vet.

10.26. A fridge will be available to store medicines which require being kept at certain low
temperatures.

10.26. Medicines other than prescribed medicines will be stored, used and disposed of in accordance
with the instructions of the manufacturer or veterinarian.

Isolation Facilities

10.27. Appropriate isolation, in separate self-contained facilities, is available for the care of sick, injured
or potentially infectious animals.

10.28. Where isolation facilities are provided by the attending veterinary practice, a letter will be
provided by the practice stating that they are prepared to provide such facilities. If not, the stated
isolation protocols will be followed.

10.30. Dogs showing signs of infectious disease will not be allowed in any shared outside exercise area.

10.31.. Any dogs in the isolation facility will be checked regularly and unless a separate person is caring
for them, they must be visited after the other dogs.

10.32. Separate feeding and water bowls, bedding and cleaning utensils will be stored in the isolation
unit ready for immediate use.

Euthansisation

10.33. A dog will only be euthanised by a veterinarian. Euthanasia must be humane and effective. The
licence holder will keep a record of all euthanasia and the identity of the qualified veterinarian that
carried it out. The owner or designated main point of contact will be contacted to give consent. Unless
imperative for the welfare of the dog, euthanasia must not take place until consent is given.

Cleaning Products

10.34. Cleaning products are suitable, safe and effective against pathogens that pose a risk to the
animals. They will be used, stored and disposed of in accordance with the manufacturer’s instructions
and used in a way which prevents distress or suffering of the animals.

10.35. The choice of cleaning and disinfectant products is based on suitability, safety, compatibility and
effectiveness. Disinfectant products are virucidal as well as bacteriocidal. Cleaning and disinfection
products must be used in accordance with the manufacturer’s instructions.

10.36. Staff using cleaning products are competent in the safe use of detergents and fluids.

10.37. Cleaning products are entirely out of the reach of animals, and are not left out in designated
rooms or where dogs might access them.

10.38. Standing water will not be allowed to accumulate due to the possibility of pathogens residing in
these moist environments.

10.39. Grooming equipment is kept clean and in a good state of repair. If provided by the owner, it will
only be used on that dog and will be sent home with the dog.

10.40. Toys will be cleaned and disinfected between use by different dogs, disposed of, or returned to
the dog’s owner (if they came in with the dog).

Excreta

10.41. All excreta and soiled bedding for disposal will be stored and disposed of in a hygienic manner
and in accordance with any relevant legislation. This is a bin which is emptied either daily or when full,
whichever is the sooner. Excreta and soiled bedding will be removed in accordance with the
documented cleaning and disinfection procedure. (See policy).

10.42. Storage of excreta will be away from areas where animals or food is kept.

10.43. The Service Provider will properly dispose of the Client’s pet(s) waste and will ensure there is an
appropriate supply of bags for that purpose.

EMERGENCIES

11.1. A written emergency plan, acceptable to the local authority, is in place, known and available to all
the people on the premises used for the licensable activity, and followed where necessary to ensure
appropriate steps are taken to protect all the people and animals on the premises in case of fire or in
case of breakdowns for essential heating, ventilation and aeration or filtration systems or other
emergencies.

11.2. Entrances and fire exits are clear of obstructions at all times.

11.3. Suitable firefighting, prevention and detection equipment is provided and maintained in good
working order. There is one working smoke detector installed in a suitable location on each floor of the
property. There is a carbon monoxide detector installed.

11.4. There is a plan for accommodation of the dogs should the premises become uninhabitable. The
plan includes details of the emergency measures to be taken for the extrication of the animals should
the premises become uninhabitable and an emergency telephone list that includes the fire service and
police (See Policy)

11.5. There is a documented policy in place for dealing with emergencies, including extremes of
temperature and weather conditions, both hot and cold (See policy).

Building and Security

11.6. All building, electrical and gas installations are installed by appropriately qualified persons and
maintained in a safe condition; and sited such that they do not present a risk.

11.7. All equipment is maintained in a good state of repair and serviced according to manufacturer’s
guidelines.

11.8. External doors and gates are lockable.

11.9. A designated key holder with access to all animal areas is at all times within reasonable travel
distance of the premises and available to attend in an emergency.

DAMAGE TO PROPERTY OR POSSESSIONS

12.1. Any damage to the property or possessions of the Client in their absence, however caused by the
pet shall be recorded by the Service Provider and where considered by the Service Provider to be
serious enough to inform the Client, they will do so at the earliest opportunity by whatever means is
available. Any costs, including administration and resources in providing such notice may be recoverable
from the Client.

KEYS

13.1. Where it is necessary for the Service Provider to hold keys to a property, the Client shall provide
one of each key needed.

13.2. Keys will be returned upon completion of this Agreement providing all fees due have been paid.

PRIVACY

14.1. It shall be the Client’s sole responsibility to ensure the information provided to the Service
Provider is current and up to date. The Client agrees to accept any decision made by the Service
Provider in the event of the Service Provider not being able to contact the Client as a result of wrong
information held.

SERVICE PROVIDER’S COMPANION

15.1. The Service Provider may have a spouse, family member or friend accompany them whilst
providing the scheduled services. No costs will be applied to the Client’s account for any assistance the
companion provides.

15.2. The Client will be advised in advance where a Service Provider wishes to have a companion
accompany them whilst providing the scheduled services. All companions will be subjected to whatever
checks the Service Provider considers necessary or appropriate.