Frequently Asked Questions

Home Boarding

Does my dog have to be insured?


We prefer that dogs are insured, however this is not mandatory. Please note that it is your responsibility to settle or reimburse charges for any treatment or veterinary care on your return.




Do you accept dogs that are unneutered?


Unneutered adults are not always suitable for home boarding, but will be considered on a case-by-case basis. We have several unneutered boys and girls in our client list, however there are some additional considerations. We are not able to accept un-neutered females whilst in season, and in the event that they come into season unexpectedly we will need an emergency contact to come and pick them up while you are away. We cannot accept unneutered dogs or females that mark in the house. More than one trial may be required before we are able to accept a holiday booking. Where there are intact male and female dogs staying at the same time, we may ask you to purchase a belly band or some pants and train your dog to wear them before the booking - just to give another option and greater peace of mind to all while you are away.




When do I pay for Home Boarding?


You pay a 25% non-refundable booking fee to reserve your dog's space, which is due within 3-5 days of discussing the booking with us. The balance is due on or before arrival, on the first day of Home Boarding. If you cancel your booking, you do not have to pay the oustanding balance.




What do I pack for my dog for Home Boarding?


It is important that you bring your dog's vaccination card (or letter of vaccination confirmation) with them for the stay and we also need information on your dog's brand of wormer and flea treatment (and when they were last administered). For visits longer than 2 nights, you may also wish to call your vet and let them know that your dog is staying with a licensed boarder. This means that if we need to call the vet, they will be authorised to discuss your dog with us. Pack all the things that you would supply if you were leaving your dog with a friend or neighbour. Key items are: food, treats, a clean bed and blanket, leads and harnesses, a coat, a drying coat, a toy - and anything else to make your dog’s stay comfortable and familiar. We do not walk dogs on extending / retractable leads, so please make sure that you provide a regular lead. Please note that we often have to do some back to basics training with your dog, as our rules and routines may be a little different to yours at home - so please make sure that you pack training reward treats (small, moist and preferably sugar-free). Special dietary needs are not a problem. There is a freezer available should you wish to bring frozen food or raw meat for your dog's stay. We suggest that you provide instructions on what food or medication should be given and when, and talk this through with us at the introductory meeting or at drop off. We can provide a holiday checklist for your dog to help you. We are happy to purchase or provide anything that you might have forgotten, but please remember to reimburse us when you collect your dog.




Does the time that I drop off or collect my dog affect the cost?


We charge per day (not per night) and a the minimum charge is for 2 days (the day of arrival and the day of departure). If you book your dog from 1st May to 8th May, that is 8 days. Drop off and collection is by appointment only, and the time slots are as follows: Home Boarding Drop Off: 7:30am | 7:45am | 8:00am | 8:15am | 8:30am | 8:45am Home Boarding Collections: 5:00pm | 5:15pm | 5:30pm | 5:45pm | 6:00pm | 6:15pm | 6:30pm | 6:45pm Time slots are allocated on a first request basis, and can be booked at the same time as your Home Boarding booking if you wish. There may, on occasion, be opportunities to collect your dog earlier than the slots shown if the driveway and public areas are not being used for other services. Please ask us for any available time slots when you drop your dog off. Collecting early does not change the booked price (see our cancellation policy for details).




Does my dog need to be vaccinated?


Yes. Your dog will be in contact with the resident dogs, other family dogs and the dogs that they meet whilst out on walks. For general wellbeing, it is important that your dog should always have its annual vaccinations to protect against infections and disease. It is also a requirement of our Home Boarding and Day Care licence. Titer testing results are accepted for Distepmer, Parvovirus and Hepatitis, however there is no test for immunity to Leptospirosis so a vaccination is required. Specifically for our business, Parainfluenza (Kennel Cough) is also required annually. You may have to ask your vet for a Kennel Cough vaccination as it is not given automatically. A current vaccination certificate must be shown to us before dropping your dog off for the day, and regular visitors must send an updated certificate each time boosters have been given.




What happens if I cannot collect my dog at the time planned?


We understand that sometimes travel does not go to plan, and we will do our best to take care of your dog until you are able to collect (subject to availability). If you do not wish to incur any extra costs, you could ask a friend or relative to collect your dog and look after them until you are home? We can set up a security password with you to be sure that we are handing your dog to the right person. If we have space, we may be able to extend your dog's stay for another day or two, based on your needs and how full we are. We can talk about this on the telephone and decide if this is the best option. If you arrive too early or too late for your appointment slot, please wait in your car for me to come and get you. Please do not approach me if I am speaking to another customer. This is for the safety of my family and all customers during this challenging time.




What are the drop off and pick up times for Home Boarding?


Dogs may only be dropped off and collected by appointment, and in the following time slots:

Drop Off

7:30am | 7:45am | 8:00am | 8:15am | 8:30am | 8:45am

Collection Slots

5:00pm | 5:15pm | 5:30pm | 5:45pm | 6:00pm | 6:15pm | 6:30pm | 6:45pm

If you arrive before or after your slot, please wait in your car and telephone me. I will let you know when it is safe to get your dog out of the car. If you have blocked in another customer, you may need to move your car before we can start the handover, so please make sure that your dog remains in the car until we are ready to talk.





Day Care

Does my dog have to be insured?


We prefer that dogs are insured, however this is not mandatory. Please note that it is your responsibility to settle or reimburse charges for any treatment or veterinary care on your return.




What are the Day Care opening hours?


Day Care is open 7:30am–7:00pm. Drop off and collection is by appointment only, and the time slots are as follows: Day Care Drop Off: 7:30am | 7:45am | 8:00am | 8:15am | 8:30am | 8:45am Day Care Collections: 5:00pm | 5:15pm | 5:30pm | 5:45pm | 6:00pm | 6:15pm | 6:30pm | 6:45pm Time slots are allocated on a first request basis, and can be booked at the same time as your monthly Day Care booking if you wish. We feed between 5:00pm and 5:30pm so during this time it may be a quick handover at the door.




What happens if I am late collecting my dog?


We understand that things happen, heavy traffic and delayed business flights. You are able to collect your dog between 7:00pm and 8:00pm, but there will be an additional fee. Alternatively, you could ask a friend or family member to collect the dog on your behalf. After 8:00pm your dog will be transferred to out Home Boarding service and you will be able to collect your dog the next day (assuming that we have space available). This will incur an additional fee. If we do not have space available, we ask that you make arrangements for a friend or family member to collect your dog for you. If you arrive too early or too late for your appointment slot, please wait in your car for me to come and get you. Please do not approach me if I am speaking to another customer. This is for the safety of my family and all customers during this challenging time.




Does my dog have to be vaccinated?


Yes. Your dog will be in contact with the resident dogs, other family dogs and the dogs that they meet whilst out on walks. For general wellbeing, it is important that your dog should always have its annual vaccinations to protect against infections and disease. It is also a requirement of our Home Boarding and Day Care licence. Titer testing results are accepted for Distepmer, Parvovirus and Hepatitis, however there is no test for immunity to Leptospirosis so a vaccination is required. Specifically for our business, Parainfluenza (Kennel Cough) is also required annually. You may have to ask your vet for a Kennel Cough vaccination as it is not given automatically. A current vaccination certificate must be shown to us before dropping your dog off for the day, and regular visitors must send an updated certificate each time boosters have been given.




How do I book and pay for Day Care?


We will contact all of our Day Care customers around 20th of the month to ask what Day Care dates they require for the coming month. We will then send you a confirmation that your space has been reserved. Invoices are issued for day care services at the end of the month. If you are unable to choose dates before the month begins, we will do our best to help you wish short notice requests, but we are now very busy and may not be able to accomodate you. If you know that you need a specific date in the coming months and it is crucial that your dog is secured a space, please tell us as soon as you know the date and we will book them in. It is never too early to give us a day care booking date!




What if I need to make a short notice Day Care booking?


We are very busy, but will do our very best to accomodate your needs, and if we can accept your dog we will send a confirmation invoice out immediately to secure your booking. If we do not have space, we may be able to help with two walks during the day instead of Day Care so that your dog is not left home alone, however this service is not available every day.




What are the drop off and pick up times for Day Care?


Dogs may only be dropped off and collected by appointment, and in the following time slots:

Drop Off

7:30am | 7:45am | 8:00am | 8:15am | 8:30am | 8:45am

Collection Slots

5:00pm | 5:15pm | 5:30pm | 5:45pm | 6:00pm | 6:15pm | 6:30pm | 6:45pm

If you arrive before or after your slot, please wait in your car and telephone me. I will let you know when it is safe to get your dog out of the car. If you have blocked in another customer, you may need to move your car before we can start the handover, so please make sure that your dog remains in the car until we are ready to talk.





COVID-19

COVID-19 and Home Boarding


We remain open for home boarding during the COVID-19 pandemic and are following the guidance from the Canine & Feline Sector Group (CFSG) for our industry. https://www.cfsg.org.uk/coronavirus/ Dogs are disinfected or fully bathed on arrival (depending on the individual dog and agreement with the owner). Please bring bare essentials only, your dog's harness, coat, medication, food and treats. Bedding, towels and anything else that your dog needs will be provided by us. Handover takes place outside of the property with one owner, and we ask that you please wear a mask. To protect our customers, drop off and collection is by appointment only so please call and arrange a time the day before you are bringing your dog. If you arrive too early or too late for your appointment slot, please wait in your car for me to come and get you. Please do not approach me if I am speaking to another customer. This is for the safety of my family and all customers during this challenging time.




COVID-19 and Day Care


We remain open for day care during the COVID-19 pandemic and are following the guidance from the Canine & Feline Sector Group (CFSG) for our industry. https://www.cfsg.org.uk/coronavirus/ Dogs are disinfected on arrival. Please bring bare essentials only, your dog's harness, coat, medication, food and treats. Bedding, towels and anything else that your dog needs will be provided by us. Handover takes place outside with one owner, and we ask that you please wear a mask. To protect our customers, drop off and collection is strictly by appointment only so please call and set your arrival times the day before your dog is coming to day care. If you arrive too early or too late for your appointment slot, please wait in your car for me to come and get you. Please do not approach me if I am speaking to another customer. This is for the safety of my family and all customers during this challenging time.




COVID-19 and Home Visits


I am offering pet visits for existing customers on the condition that there is no one present in the property while I am there. If you have an elderly relative, a cleaner, a lodger who may appear while I am working then please contact me to talk about this before making your booking. I will wear a mask and gloves while I am in your home, but please do clean / disinfect when you get home as we can't be too careful. I welcome new customers for pet visits on the condition that there will be no one present in the home during my visits, and that you are happy to undertake our meet and greet via a video call service rather than a face to face meeting.




COVID-19 and Home Boarding Deposits


Deposits and the Traffic Light System GREEN COUNTRIES: If you cancel a booking and your journey was to a country on the green list, this is covered by our standard terms and conditions and not the covid legislation. If I can fill your space with another dog, I will return your deposit to you for those days. AMBER COUNTRIES: If you cancel a booking and your journey was to a country on the amber list, this is covered by our standard terms and conditions and not the covid legislation. If I can fill your space with another dog, I will return your deposit to you for those days. RED COUNTRIES: If you cancel a booking and your journey was to a country on the red list, this is covered by current covid legislation. You will be able to request a refund of your deposit on confirmation of your travel destination. Your travel destination can be confirmed by way of a photo of your flight or holiday booking paperwork. SICKNESS PRIOR TO TRAVEL: If someone travelling in your party contracts covid prior to the holiday and you must cancel your holiday, we will refund your deposit on confirmation that your party has been instructed by the NHS (or the government) to stay at home. Information on country status: https://www.gov.uk/guidance/red-amber-and-green-list-rules-for-entering-england#green-list Moving Dates vs Cancelling Bookings Toms Tails and Trails has a limited number of spaces to allocate each day for boarding and day care. As a result, cancellations (especially at short notice) can significantly impact our business. Generally, moving holiday dates is considered a cancellation and a re-book of services, and is subject to availability and to our standard cancellation policy, unless the amendment is a few days either side of the original dates. A new deposit will be required for the amended dates, and if the cancelled dates can be re-filled with another guest, your deposit for those days will be returned to you. Reducing dates (for instance, paying a deposit for two weeks and then cancelling the second week) is classed as a cancellation and the deposit for the cancelled week may not be transferred to the remaining week as payment. Such a change is subject to our standard terms and conditions, and your deposit will only be returned to you if the cancelled dates can be re-filled.