Booking & Cancellation Policy

Last updated: 22/9/26

This Booking & Cancellation Policy explains how bookings, payments, changes and cancellations work for Home from Home Boarding Maghull.

We aim to keep our booking process simple, fair and clear for all customers.

  1. Who We Are

Home from Home Boarding Maghull provides dog walking, home boarding and home pet visit services in Maghull, Liverpool and surrounding areas.

Business name: Home from Home Boarding Maghull

  1. Making an Enquiry

You can make an enquiry through our website, phone, WhatsApp, email or social media.

When you contact us, we may ask for information about you, your pet, the service you need, dates required, routines, behaviour, medical needs and any special requirements.

An enquiry does not guarantee a booking.

  1. Confirming a Booking

A booking is only confirmed once we have accepted the booking and received any information, forms, deposit or payment required.

We reserve the right to decline a booking if we feel the service is not suitable for your pet, our home, our walking routine or our safety.

  1. Meet and Greets

A meet and greet may be required before dog walking, home boarding or home visit services.

This gives us the chance to meet you and your pet, understand your pet’s routine and make sure the service is suitable.

For home boarding and some dog walking bookings, an assessment or trial session may be required before a longer booking is accepted.

  1. Assessment / Trial Sessions

Assessment or trial sessions are charged at the current advertised rate.

Assessment sessions are designed to help us understand your dog’s behaviour, routine, comfort level and suitability for the requested service.

Completing an assessment or trial session does not automatically guarantee future bookings.

  1. Prices

Prices are listed on our website or provided when you enquire.

Our current services may include:

Dog walking
Home dog boarding
Home pet visits
Feeding visits
Medication support visits
Assessment or trial sessions
Pick-up and drop-off services

Prices may vary depending on the service required, number of pets, distance, bank holidays, peak periods or more complex care needs.

  1. Payments

Payment terms will be confirmed before your booking.

Depending on the service, payment may be requested before the booking starts, on the day of service or after the service has been completed.

Accepted payment methods may include cash, bank transfer or any other payment method agreed in advance.

  1. Deposits

For some bookings, especially home boarding, longer bookings, holiday periods or peak dates, a deposit may be required to secure the booking.

If a deposit is required, we will confirm the amount and payment deadline before the booking is confirmed.

A booking may be released if the required deposit is not received by the agreed date.

  1. Cancelling a Booking

We understand that plans can change. Please give as much notice as possible if you need to cancel a booking.

Cancellation charges may apply if a booking is cancelled at short notice, if we are unable to fill the space, or if costs have already been incurred.

Any cancellation charge will aim to be fair and based on the notice given, the type of booking, the length of booking and any loss or costs already incurred.

  1. Suggested Cancellation Notice

The following guidance may apply unless agreed otherwise:

More than 7 days’ notice:
No cancellation charge may apply, or any deposit may be transferred to a future booking where suitable.

Less than 7 days’ notice:
A deposit may be retained, or a cancellation charge may apply.

Less than 48 hours’ notice:
A larger cancellation charge may apply, especially for boarding, home visits or scheduled walking slots that cannot be refilled.

Same-day cancellation or no-show:
The full service fee may be charged.

  1. Regular Dog Walking Cancellations

For regular weekly dog walking customers, please give as much notice as possible if your dog does not need their usual walk.

Repeated short-notice cancellations may affect future availability.

If we have already travelled to collect your dog or arrived for the service, the normal fee may still be charged.

  1. Home Boarding Cancellations

Home boarding spaces are limited, so cancellations can affect our ability to accept other dogs.

For home boarding, deposits may be required to secure dates.

Short-notice cancellations may result in the deposit being retained or a cancellation charge being applied.

Peak periods, school holidays, bank holidays and Christmas bookings may have stricter cancellation terms, which will be confirmed at the time of booking.

  1. Home Visit Cancellations

If you need to cancel a home visit, please let us know as soon as possible.

If we have already travelled to the property, attempted access or arranged our schedule around the visit, the normal fee may still be charged.

  1. Changes to Bookings

If you need to change the date, time, service or number of pets, please contact us as soon as possible.

We will do our best to help, but changes are subject to availability and suitability.

Additional charges may apply if the service changes, extra time is needed, more pets are added or extra travel is required.

  1. Late Collection or Delays

For home boarding, dogs must be collected at the agreed time unless otherwise arranged.

If you are late collecting your dog, additional charges may apply.

If your pet needs to stay longer than agreed, extra care charges may apply at the current rate.

  1. Pick-Up and Drop-Off

Pick-up and drop-off services may be available by prior agreement and may be charged separately.

If you are unavailable at the agreed time, provide incorrect details or your dog is not ready, extra charges may apply.

  1. Access Issues for Home Visits

For home visits, you must provide safe and reliable access to the property.

If we cannot access the property due to incorrect keys, faulty locks, alarm issues, missing instructions or any other access problem outside our control, the visit may still be charged.

  1. Cancellations by Us

We reserve the right to cancel, shorten, change or refuse a service where necessary.

This may include situations involving illness, unsafe behaviour, extreme weather, road issues, emergencies, property access issues or concerns about pet welfare or safety.

Where possible, we will contact you as soon as we can and try to discuss suitable alternatives.

  1. Weather and Safety

In hot weather, icy weather, storms or unsafe conditions, dog walks may be changed, shortened or replaced with comfort breaks or home visits.

Your pet’s safety will always come first.

  1. Refunds

Refunds, partial refunds or booking transfers will be considered fairly based on the circumstances, notice given, costs incurred and the service booked.

Refunds are not normally given where a service has already been provided.

  1. Contact Us

If you need to cancel, change or discuss a booking, please contact us as soon as possible.

Home from Home Boarding Maghull