Legal
Cancellation Policy
Last updated: June 2026
We understand that plans change. This policy explains notice periods, refunds and rescheduling rules for all services we offer — dog boarding, residential stays, in-home pet sitting, puppy care plans, dog walking, training (1:1, group classes and Zoom), enrichment, agility, grooming and bathing add-ons, small mammal / exotic / poultry care, small animal boarding and drop-in visits, plus any add-on services booked alongside them. It forms part of our Terms & Conditions.
Non-refundable deposits
- Existing clients pay a 30% non-refundable deposit; new clients pay a 50% non-refundable deposit to secure a booking.
- All deposits are non-refundable except where a refund is required by applicable consumer law.
Standard services (dog walking, drop-ins, pet sitting visits)
- More than 48 hours' notice: refund of any balance paid above the non-refundable deposit, or free reschedule.
- 24–48 hours' notice: 50% refund of the balance above the non-refundable deposit, or free reschedule.
- Less than 24 hours' notice: no refund (the slot has been reserved for you).
Overnight stays, residential stays & home boarding
- More than 14 days' notice: refund of any balance paid above the non-refundable deposit.
- 7–14 days' notice: 50% refund of the balance above the non-refundable deposit.
- Less than 7 days' notice: no refund.
Residential stays follow the same notice periods. See the Residential stays section of our Terms & Conditions for collection, late-collection and emergency-contact rules.
Weekend dog walking
Weekend dog walks carry an additional surcharge (Saturday +£5, Sunday +£15 per walk). If a weekend walk is cancelled, the surcharge follows the same refund rules as the standard walk fee above.
Peak periods (Christmas, New Year, bank holidays, school holidays)
Bookings during peak periods require 30 days' notice for any refund of the balance. All deposits taken for peak bookings are non-refundable, and peak rates may be charged at double the standard rate.
Repeated changes & rescheduling
If booking arrangements are changed more than two times, additional admin charges may apply. We reserve the right to charge additional fees, or to refuse future bookings, where customers repeatedly cancel, change plans or create significant disruption.
Cancellations by us
In the rare event we have to cancel (illness, emergency, or matters outside our control), you will receive a full refund or first priority to reschedule at no extra cost.
How to cancel
Email info@homefromhomesanctuary.co.uk or call/text 07717 091613 as soon as possible. The cancellation takes effect from the time we receive your message.
Refund processing
Eligible refunds are processed via the original payment method within 5–10 working days.
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