Dogtown Pet Therapy – Terms & Conditions

At Dogtown, our priority is the welfare of pets in our care and ensuring client satisfaction. We aim to provide you and your pet with the highest level of service.

Client Responsibilities

You must provide accurate, complete information regarding your pet’s health and behaviour.
Inform us of any relevant changes at each visit.
By registering, you agree to these Terms & Conditions and consent to us relying on the information you provide.
You also consent to Dogtown contacting third parties (e.g. vets or specialists) to obtain any medical information required for treatment.

Media & Communication

We may contact you by phone, text, email, or post with service updates, news, or offers.
We may photograph or video your pet for promotional use on our website or social media.
Please inform us if you do not wish to be contacted or have your pet’s images used.

Treatment Requirements

No treatment will be provided without a referral form completed by your vet.
We will also request your pet’s medical history.
All pets must be up to date with vaccinations.
Pets must not be fed within 2 hours of their appointment and should be toileted beforehand.
An additional £140 fee will apply if a pet defecates on site due to mandatory closure for cleaning.
Treatment plans and appointment lengths will be agreed in advance but may vary depending on the pet’s condition and presentation on the day.
All treatments are at the owner’s risk.
If your pet becomes unwell during their appointment and veterinary attention is required, all costs will be at the owner’s expense unless Dogtown is proven to be at fault.
We reserve the right to refuse treatment at any time if deemed inappropriate.

Payments & Cancellation Policy

Payment is due at the end of each appointment or in advance if a treatment package has been purchased.
If a pet cannot complete a treatment package due to health decline, we will refund the unused portion at a pro-rata rate.
Treatment packages must be used within 6 months of purchase. After this time, unused credit is non-refundable and cannot be claimed.
Requests for refunds must be made in writing to therapy@dogtown.uk.com within the 6-month period. It is your responsibility to request any outstanding credit.

Insurance Claims

From 1st October, insurance claims will only be processed after every 4 or more sessions.
A £25 administration fee will apply to single claim requests made before the 4-session minimum.
We cannot offer advice on individual insurance policies.

Cancellations & No-Shows

We operate a strict 48-hour cancellation policy.
Missed appointments or late cancellations will be charged.
Same-day cancellations or rescheduled appointments will be charged 50% of the standard fee.
No-shows will be charged the full appointment fee.
Appointments may be cancelled by Dogtown at short notice if necessary.
You will receive an SMS confirmation at booking and a reminder 72 hours before your appointment.