PLEASE READ THROUGH THE FOLLOWING TERMS OF OUR SERVICE
BOW WOW HOUSE OFFICE HOURS:
Mon – Friday: 8am – 6pm
Sunday: 6pm-7pm
E-Walkthrough of the Day Care is available to view on our Website
1. PICK UP & DROP OFF WINDOWS
Pick up windows are between 8:00am – 9:30am and drop off windows are between 15:00 – 18:00. Your pickup and drop off windows would be subjective to the area you live in and the route of the driver. On your first booking we will give you a general ETA the evening (6.30pm – 7.30pm) before and your driver will provide a narrower window on the morning of the booking. Any subsequent bookings, the driver will message you with your pickup window on the morning of the booking however if any drastic changes to the usual times, we will let you know the night before.
2. 6PM BOOKING CUT OFF
We accept bookings up until 6pm the night before. It is important to adhere to the cut off time as Routes are completed by 6:30PM and all staff are clocked out. Please be aware that if you place a booking after 6PM, your booking spot will not be guaranteed however you may be charged. If you make a booking and the payment has not gone through, the evening before you will receive a text from Bow Wow House to complete the payment and complete your booking. If payment is not made, the booking will be cancelled by our system meaning your dog may not be picked up the following morning.
3. CANCELLATIONS
We require at least 24 hours’ notice of any cancellations, to ensure we are providing a reliable service to all our customers. If any cancellation requests occur with less than 24 hours’ notice, please inform Bow Wow House Management directly as soon as possible. Cancellations with more than 24 hours’ notice, are eligible for that booking to be refunded as an Account Credit. Less than 24 hours’ notice may mean you will be charged for the full day care cost.
Please note on any Package of credits bought from us, we do not offer refunds on these. All credits allocated to you will be valid for 12 months from the date of purchase
4. COLLARS AND/OR HARNESSES
We require all dogs to be wearing a collar or a harness at the time of pickup. This is to ensure they can be safely transported to and from the vans using a lead, from your house and at Day Care. If your dog is not equipped with a collar or harness, we will provide one to use and keep and you will be liable for a charge of £15 for a collar.
5. ARREARS MANAGEMENT
We have a policy which is accessible in our full terms and conditions on the collection of arrears. Any monies owed to us as a result of us providing our service, will be sent over to you as an invoice with a link to our payment screen. The balance would need to be cleared within 14 days of receipt of invoice. After 14 days, as set our in our Terms & Conditions, we reserve the right to charge the payment card saved on the account.
6. WEEKEND SERVICES
We only provide a Boarding service that runs through the weekends. We DO NOT have any Vans on the road to provide Day Care or pickup/drop off services on the weekends. If your dog is boarding with us over the weekend:
Collection: Mon – Friday AM
Drop-Off: Mon – Friday PM
We are also out of the office on weekends for general enquiries however we endeavour to respond to any queries 6PM-7PM Sundays
7. TRIALS/FIRST BOOKINGS
Your dog will be appraised on your first booking for their suitability for day care. We are legally required to exclude dogs that exhibit aggression or hyper-anxiety.
Trials and first bookings are confirmed through the Confirmation email you receive once the booking is made and paid for online. At between 6:30PM and 7:30PM the night before you will be added into a Whatsapp group with your driver and Bow Wow House Management, which will provide you details and times of your first pickup. Any Subsequent bookings made after that, you will receive your ETA on the morning of your booking from your driver, who will adhere to a similar window as the prior booking.
8. DAY CARE VISITS & TRANSPARENCY
Transparency is a core value of Bow Wow House. Currently, due to Covid requirements, only employees of Bow Wow House are insured to be on site. Thus, we currently offer an e-walkthrough of the facilities and also supply updates/videos/pictures daily by WhatsApp for customers whose dogs are attending on that day.