Terms & Conditions for Small Animal Boarding
Section 1: Booking & Payment
1.1 Minimum Stay
Our minimum boarding period is 4 days, typically Monday to Thursday or Friday to Monday.
1.2 Booking Confirmation
Bookings are only confirmed once we have received:
- A completed and signed booking form
- Valid vaccination records (rabbits only)
- The required non-refundable deposit/admin fee
A booking confirmation invoice will then be issued.
1.3 Deposit & Payment Terms
A non-refundable £20 admin fee/deposit per accommodation is required to secure all bookings. This deposit is non-transferable and will be retained in the event of cancellation.
The remaining balance must be paid by bank transfer no later than 7 days before your pet’s arrival date.
Boarding fees are non-refundable once payment has been made, including in cases of early collection. Refunds for cancellations are entirely at Tong Pet Sitting’s discretion and may only be considered if the cancelled accommodation can be rebooked.
1.4 Changes, Extensions & Early Collection
Early collection of your pet does not entitle you to a refund for unused days.
Requests to extend a stay are subject to availability and will be charged at the current boarding rate. During peak periods, extensions may not be possible. In these circumstances, your emergency contact must be available to collect your pet on your behalf if required.
1.5 Uncollected Pets
If a pet is not collected within 5 days of the agreed collection date and we are unable to contact the owner or emergency contact, the pet will be considered abandoned. Tong Pet Sitting reserves the right to begin legal proceedings to recover any ongoing boarding and associated costs.
Section 2: Drop-Off, Collection & Opening Hours
All drop-offs and collections are strictly by appointment only.
We operate Monday to Sunday by prior arrangement and are closed on Bank Holidays, including Christmas Day, Boxing Day, New Year’s Day and Easter.
Please ensure you arrive at your agreed appointment time. If you expect to be delayed, we ask that you contact us as soon as possible. Late arrivals or collections may affect other scheduled appointments and, in some circumstances, may not be accommodated.
Section 3: Health & Admission Requirements
3.1 General Health
Tong Pet Sitting reserves the right to refuse boarding to any pet showing signs of illness, injury, disease, or poor overall condition upon arrival. This includes animals with untreated or unmanaged medical conditions that have not been disclosed in advance.
All health concerns, ongoing treatments, or medical conditions must be discussed with us prior to boarding. For the safety and wellbeing of all animals in our care, a brief health check will be carried out on arrival.
3.2 Contagious Conditions & Parasites
For the protection of all boarding animals, we cannot accept pets suffering from contagious illnesses, infections, or parasites, including but not limited to:
- Pasteurella or vent disease in rabbits
- Chronic mange or parasitic infections in guinea pigs
If any contagious condition is identified before or during boarding, Tong Pet Sitting reserves the right to refuse or end the booking immediately.
3.3 Vaccination Requirements
All rabbits must be fully vaccinated against:
- Nobivac Myxo-RHD Plus
- Yurvac
Proof of vaccination must be provided before boarding, either by uploading records with the booking form or by confirmation directly from your veterinary practice.
We do not accept unvaccinated rabbits under any circumstances.
Guinea pigs do not require vaccinations; however, all guinea pigs must still pass a basic health assessment prior to boarding.
3.4 Neutering & Reproduction
We do not accept any un-neutered rabbits.
All rabbits must have been neutered for a minimum of 12 weeks prior to boarding.
We do not accept pregnant animals for boarding. If a guinea pig sow or rabbit unexpectedly gives birth whilst in our care, both mother and offspring will remain at Tong Pet Sitting until the young have been safely weaned. Additional boarding and care charges will apply.
Section 4: Veterinary Care & Medication
4.1 Ongoing Medication & Additional Care
Tong Pet Sitting must be informed in advance if your pet requires any medication, medical treatment, special handling, or additional care during their stay. We do not accept undisclosed medical needs upon arrival.
If a rabbit or guinea pig arrives requiring treatment or care that has not been agreed beforehand, we reserve the right to:
- Decline boarding, or
- Apply an additional charge to cover same-day care arrangements
This includes, but is not limited to:
- Eye drops
- Ear cleaning
- Oral or injectable medication
- Wound care
- Post-operative monitoring
- Any condition requiring regular handling or twice-daily treatment
Additional daily care charges may apply depending on the level of treatment, time required, and complexity of care. Veterinary-style treatment support starts from £2 per day, with further charges for multiple medications or additional handling sessions.
Tong Pet Sitting is not a veterinary practice. Whilst we are happy to administer routine medications agreed in advance, we are not equipped to provide intensive, complex, or ongoing veterinary nursing care.
If, at any point, your pet’s condition exceeds the level of care we can safely provide, we reserve the right to:
- Return your pet to you or your emergency contact, or
- Arrange transfer to a veterinary practice for appropriate treatment and monitoring
We kindly ask owners to be open and honest about their pet’s medical needs before arrival to ensure we can provide safe and appropriate care for all animals boarding with us.
Tong Pet Sitting is not liable for complications arising from pre-existing medical conditions, reactions to medication, or issues relating to the administration of treatment. We are not veterinary professionals, and our insurance does not cover veterinary negligence or medical errors.
4.2 Emergencies & Death
Should your pet become unwell during their stay, we will seek veterinary attention promptly and notify you as soon as possible. All veterinary fees incurred remain the responsibility of the owner.
In the unfortunate event of a pet’s death, we will make every effort to contact you immediately. If we are unable to reach you, your pet will be cared for respectfully and safely stored until your return.
All pets are boarded entirely at the owner’s risk. Tong Pet Sitting accepts no liability for illness, injury, or death, including (but not limited to): Myxomatosis, RHD1, RHD2, E. Cuniculi, fly strike, mites, or any other illness or condition that may occur during the boarding period.
Section 5: Welfare & Daily Care
We recommend that all rabbits are treated for E. Cuniculi prior to boarding. While this is not mandatory, it is a proactive measure that can help reduce the risk of this potentially serious condition.
5.1 Feeding
We provide fresh vegetables, fruit, treats, and high-quality farm hay.
Owners must provide their pet’s usual dry food unless they are fed Burgess Excel or Science Selective, which we can supply.
5.2 Accommodation
Pets are housed individually unless booked as a bonded pair.
No animals will be allowed to mix with others outside of their household.
5.3 Bonded Pairs
Bonded pairs must have been living together for a minimum of 3 months prior to boarding.
Tong Pet Sitting accepts no liability if bonds break during their stay. In cases of serious aggression, pets will be separated for their safety, and additional charges will apply.
5.4 Fly Strike
We carry out regular welfare and hygiene checks, including rear-end inspections where appropriate.
Fly strike cannot be fully prevented, particularly in overweight, elderly, or soiled rabbits.
We strongly recommend treatment with RearGuard prior to boarding. Owners who choose not to treat do so at their own risk.
Section 6: Owner Responsibilities
6.1 Emergency Contact
All boarders must have an emergency contact listed on the booking form who can collect the pet in your absence or make urgent decisions. This is particularly important during peak periods or in the event of a health emergency.
6.2 Personal Belongings
You are welcome to bring your pet’s favourite toys, bedding, or accessories to help them settle. However, we cannot guarantee the return of any items left with your pet and accept no responsibility for loss or damage.
6.3 Conduct & Behaviour
Abusive or threatening behaviour towards our staff will result in a permanent ban and potential legal action.
6.4 Photography & Media
We may take photographs of boarding pets for our website or social media.
Please inform us in writing if you do not want your pet photographed