Dognanny Booking & Payment Policy 

At Dognanny, all services are carefully planned to provide calm, structured, and highly attentive care for each dog. As such, bookings are secured and scheduled in advance to ensure availability and the highest standard of care. 

Securing Your Booking 

All bookings must be secured with payment. 

• For standard bookings, full payment is required at the time of booking 

• For larger or extended bookings, a 30% non-refundable deposit is required to reserve your dates 

Following your consultation or enquiry, requested dates will be held for a maximum of 48 hours. 

If payment or deposit is not received within this time, the dates may be released and offered to other clients. 

Dates will not be held beyond this period without payment or deposit. 

Minimum Booking 

A minimum booking value may apply depending on the service and location. This will be confirmed at the time of enquiry. 

Travel & Additional Costs 

Where applicable, travel may be charged at 45p per mile. Any additional costs will be clearly outlined prior to booking. 

Additional Time & Extended Care 

If care is required beyond the agreed booking period, this will be accommodated where possible. 

Additional time is charged at a rate of £15 per hour, up to a maximum of two hours  

This applies to:  

• late returns  

• delays to scheduled end times  

• extended stays beyond the original booking  

Beyond two hours, rates revert to the applicable 3, 6, 9, or 12 hour booking rate, or overnight rate (subject to availability).  

Where extended care is required, this will be added to your final invoice. 

Payment Timeframes 

To ensure each service is delivered with full preparation and commitment, all balances must be settled in advance: 

• Daytime services: Full payment is required a minimum of 48 hours prior to the booking 

• Ad-hoc overnight care (e.g. work commitments): Full payment is required a minimum of 7 days prior to the booking, unless otherwise agreed 

• Holiday and extended overnight care: Full balance is required no later than 6 weeks prior to the start date 

Bookings that are not paid in full within these timeframes will be released, and dates offered to other clients. 

Late Payments 

Payments must be made in line with the timeframes outlined above. 

• If payment is not received by the due date, the booking may be released and offered to another client  

• Where a booking is held beyond the payment deadline, an administration fee of £20 may be applied to cover additional time and rescheduling  

For ongoing or repeat bookings, late payment may result in future bookings not being accepted. 

Short-Notice Bookings 

• Bookings requested with less than 7 days’ notice may be accepted subject to availability. 

• Full payment is required at the time of booking  

• Due to the short notice, availability is limited and Dognanny may not always be able to accommodate these requests 

High-Demand Periods 

Holiday and peak period bookings are limited and often reserved several months in advance.

These dates are prioritised for clients who book and confirm early. Availability for short-notice bookings during peak periods is very limited. School half terms and holidays may be subject to peak rate pricing; you will be informed at the time of booking.

Flexible Payment Options 

For larger bookings, payment may be split into instalments by prior agreement. 

All instalments must be completed in line with the payment timeframes above. 
 
Instalment dates will be confirmed in advance.  

If a payment is missed, Dognanny will contact you to arrange prompt settlement. Continued delays may result in the booking being paused or released. 

Where a deposit has been paid, this remains non-refundable in line with the reservation of dates. 

Payment Methods 

Invoices are issued for all bookings. 

Payment can be made via: 

• Bank transfer (BACS) 
• Secure payment link (Lopay) 
• Card payment in person, during your consultation

Details will be provided at the time of booking. 

Regular & Ongoing Bookings 

For clients booking regular, ongoing care (e.g. multiple days per week), a consistent schedule will be agreed in advance. 

Securing Ongoing Care 

Regular time slots are reserved exclusively for your dog. As such, these bookings are treated as ongoing reserved care, rather than ad-hoc sessions. 

Payment Structure 

• Bookings are invoiced on a monthly basis in advance 

• Payment must be made at least 48 hours before the start of each booking month (usually 1^st of each month) 

Failure to make payment will result in the release of reserved time slots, and your session will be cancelled in line with our cancellation policy. 

Commitment to Reserved Days 

Agreed days and times are held specifically for your dog and cannot be offered to other clients. 

As such: 

• Booked sessions are charged as reserved time, regardless of attendance 

• Short-notice cancellations may still be chargeable (see Cancellation Policy) 

 
Consultation Fee 

A £40 consultation fee applies to all new house sitting & training clients. This allows time to assess your dog’s needs, routines, and behaviour, ensuring the right level of care is provided. 

• This fee is fully deductible from your first overnight booking 

• For shorter or lower-cost services, the consultation fee remains separate 

Failure to Return 

If a client fails to return and no communication is received, all reasonable efforts will be made to contact the owner. Ongoing care will continue and be charged accordingly. 

Pricing 

Prices are subject to review and may change over time. Confirmed bookings will always be honoured at the agreed rate. 

Commitment to Care 

This structure allows me to dedicate focused time, preparation, and attention to each dog, while maintaining a reliable and professional service for all clients. 

Dognanny Cancellation Policy 

Cancellations & Changes 

At Dognanny, all bookings are reserved exclusively for your dog. As such, cancellations and changes are managed carefully to protect both availability and the level of service provided. 

Daytime Services 

Daytime services include dog walking, dog training sessions, daytime puppy nanny services, and daytime petsitting and in-home care with no overnight care. 

• Cancellations with more than 48 hours’ notice: No charge  

• Cancellations within 48 hours: 100% of the booking fee may be charged  

Ad-Hoc Overnight Care 

This includes overnight Puppy Nanny services, and overnight services up to a maximum of 2 nights. 

• The 30% deposit is non-refundable 

• Cancellations with more than 14 days’ notice: No further charge  

• Cancellations with less than 14 days: 50% of the booking fee may be charged  

• Cancellations with less than 48 hrs notice: 100% of the booking fee is payable 

Holiday, Wedding, & Extended Bookings 

These terms apply to wedding bookings, and overnight services lasting more than 48 hours. Due to the high demand and limited availability of these dates: 

• The 30% deposit is non-refundable  

• Cancellations within 6 weeks of the start date: 100% of the booking fee is payable  

Short-Notice Cancellations 

Where cancellations occur at very short notice, it is often not possible to rebook the dates. In these cases, the full fee may be charged. 

Regular (Ongoing) Bookings 

For clients with recurring weekly bookings: 

• A minimum of 48 hours’ notice is required to cancel or amend a session  

• Late cancellations may still be charged in full, as time has been reserved exclusively for your dog 

Changes to Bookings 

Where possible, Dognanny will always try to accommodate changes. However, changes made at short notice may be treated as a cancellation. 

Access Arrangements 

Clients are responsible for ensuring access to the property at the agreed time. Any delays or issues affecting access may impact the service and may still be chargeable. 

Dognanny Refund Policy 

Refund Policy 

At Dognanny, all bookings are carefully scheduled and reserved in advance. This policy outlines when refunds may apply. 

Deposits 

All deposits are non-refundable. 

Deposits are used to secure your booking and reserve dates that cannot be offered to other clients. 

Cancellations 

If you need to cancel your booking, the amount refundable will depend on how much notice is given. 

• Where sufficient notice is provided, any payments made will be refunded in full  

• Where a cancellation falls within the chargeable period, the applicable fee will be retained, and any remaining balance will be refunded  

Full details of notice periods and charges can be found in the Cancellation Policy. 

 
Advance Payments 

Where full or partial payment has been made in advance: 

• If a cancellation is made within the applicable notice period, any eligible refund will be issued, minus any applicable charges  

• If cancellation occurs outside of the notice period, refunds will not be available  

Shortened Bookings 

If a booking is shortened once it has begun, the remaining time is non-refundable, as the time has been reserved exclusively for you and your dog(s).  

Changes to Bookings 

Where changes are made in advance and availability allows: 

• Payments may be transferred to a new date, rather than refunded  

• This is offered at discretion and subject to availability  

Exceptional Circumstances 

In rare and exceptional situations, refunds or partial refunds may be considered at discretion. 

Refund Processing 

Any approved refunds will be processed via the original payment method where possible. Refunds may take up to seven days for processing.

Provider Availability & Unforeseen Circumstances 

In the unlikely event that Dognanny is unable to provide the agreed service due to illness or unforeseen circumstances: 

• You will be notified as soon as possible  

• Where possible, an alternative solution will be offered (such as adjusted dates or a trusted replacement)  

• If no suitable alternative can be arranged, a full refund will be issued for any services not provided, including any deposit paid 

Questions? Get in touch with customer care: enquiries@dognannysuffolk.co.uk

Discover calm dogs. Complete care.