Payment & Refund Policy

Last updated: 22/9/26

This Payment & Refund Policy explains how Home from Home Boarding Maghull handles payments, deposits, refunds and Stripe card payments for our dog walking, home boarding, home pet visit, feeding visit, medication visit and related pet care services.

  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. Payment Methods

We may accept payment by:

Cash
Bank transfer
Stripe card payment link
Other agreed payment methods

Payment options may vary depending on the service booked.

  1. Stripe Payments

Where card payments are accepted online or by payment link, payments may be processed securely through Stripe.

Stripe is a third-party payment provider. When you make a payment through Stripe, your payment information may be processed by Stripe in order to complete the transaction, prevent fraud, comply with legal obligations and provide payment services.

We do not store your full card details on our own website or systems.

Stripe may collect and process information such as your name, email address, payment details, billing details, transaction details, device information and other information needed to process the payment.

Stripe handles personal data in line with its own privacy policy and legal terms.

  1. Prices

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

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

Any agreed price will be confirmed before the booking is accepted.

  1. Deposits

For some bookings, a deposit may be required to secure your booking.

Deposits may be requested for home boarding, longer bookings, peak periods, bank holidays, school holidays, Christmas bookings or other bookings where space is limited.

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

A booking may not be secured until the required deposit has been paid.

  1. Balance Payments

Any remaining balance must be paid by the agreed date.

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

For home boarding and longer bookings, full payment may be required before the start of the booking.

  1. Failed or Late Payments

If a payment fails, is reversed or is not received by the agreed time, the booking may be delayed, cancelled or released.

We may contact you to arrange another payment method.

If payment remains outstanding after a service has been provided, future bookings may be refused until the balance is paid.

  1. Refunds

Refunds will be considered fairly based on the service booked, notice given, costs already incurred and whether the service has already started or been completed.

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

If a refund is agreed for a card payment, it will usually be returned to the original payment method.

Refund timing may depend on Stripe, your bank or card provider.

  1. Cancellations

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

Any cancellation charge will aim to be fair and reflect the notice given, type of booking, length of booking, costs incurred and any direct loss caused by the cancellation.

  1. Deposits and Cancellation Charges

Deposits and cancellation charges will be handled fairly and reasonably.

A deposit may be retained if a booking is cancelled at short notice, if space has been reserved and we are unable to refill it, or if costs have already been incurred.

Any retained amount will aim to reflect the circumstances and our direct loss or costs.

  1. Changes to Bookings

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

Changes are subject to availability and suitability.

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

  1. Chargebacks and Payment Disputes

If you have a concern about a payment, please contact us first so we can try to resolve it.

If a payment dispute or chargeback is raised through your bank or card provider, we may provide booking details, communication records, service records and payment information to Stripe, our bank or the relevant payment provider to respond to the dispute.

  1. Payment Security

We take reasonable steps to use trusted payment providers and keep payment information secure.

Card payments are processed by Stripe, and we do not store full card details on our own website or systems.

  1. Payment Receipts

Where available, receipts or payment confirmations may be sent by Stripe, email, message or another agreed method.

  1. Privacy

Personal information used for payments will be handled in line with our Privacy Policy.

Stripe may also process your personal information according to its own privacy policy and payment terms.

  1. Changes to This Policy

We may update this Payment & Refund Policy from time to time.

The latest version will always be available on our website.