Daycare Terms
Daycare Hours: 8 AM – 11 PM.
Membership Terms
- Monthly Rolling Memberships: All memberships are rolling monthly with no minimum tie-in.
- Renewal Notice: Clients must notify us by the 20th of the month (for memberships starting on the 1st) or by the 5th of the month (for memberships starting on the 15th) if they do not wish to renew for the following month. Late cancellation requests will not be refunded.
- Non-Refundable Membership Payments:
- Once a membership payment has been processed, it is non-refundable.
- If you wish to cancel for the following month, you must notify us by the renewal deadline.
- Membership Processing:
- Unused Credits & Perks: Unused daycare sessions and membership perks do not roll over to the next month. All membership benefits must be used within the billing cycle in which they were issued.
- Membership changes are only processed on the 1st and 15th of each month.
- Downgrades can only take effect in the next billing cycle.
Members Who Run Out of Credits
- Each membership tier has its own pricing for additional daycare sessions beyond the included credits.
- Extended hours past 10 hours when purchasing additional daycare days follow the standard member hourly pricing:
- Single Membership: £4/hour
- Dual Membership: £6.60/hour
- Partial credits for increments smaller than 0.75 credits are not available.
Dual Membership Policy
- Both dogs must attend daycare together for each booking.
- If one dog cannot attend, the booking will still deduct 2 credits (one for each dog).
- We recommend keeping the other dog at home as well to utilise your maximum daycare sessions.
Daycare Booking & Usage
- 10-Hour Limit: 1 credit allows clients to select any 10-hour window within daycare hours.
- 5-Hour Limit: 0.75 credit allows clients a 5-hour window within daycare hours.
- Grace Period: 15-minute grace period applies beyond the chosen time window. Exceeding this incurs additional charges:
- Single Membership: £4/hour.
- Dual Membership: £6.60/hour.
- Late Collections After 11 PM: Urban Mutts closes at 11 PM. If a dog is not collected by 11:15 PM (inclusive of a 15-minute grace period), the dog will automatically be transferred to an overnight Hotel stay. The full overnight rate will be charged, and the dog will need to be collected the following day during opening hours.
- Paw As You Go Clients:
- £25 for the first hour, then £5.50 per hour thereafter.
- PAYG bookings cancelled less than 24 hours before the start time will be charged in full.
- No guaranteed extensions on the day of booking.
- PAYG clients do not receive member pricing on extended hours.
- Clients who choose not to keep a card on file will be restricted to daycare hours between 8 AM – 6 PM.
- Grace Period:
A 15-minute grace period applies beyond the booked time. Any time beyond this will be charged in full-hour increments at the PAYG rate. - Managing Short Bookings & Extensions:
Urban Mutts reserves the right to prioritise bookings based on availability. Requests for last-minute extensions may not always be accommodated. - Member Booking Priority:
Urban Mutts Members receive priority access to daycare bookings. If a day is fully booked in advance and a member requests a space, Urban Mutts reserves the right to cancel existing Paw As You Go bookings to accommodate the member. In such cases, affected PAYG clients will be informed as early as possible, and no charges will apply for the cancelled PAYG booking.
Pack Integration Period (PIP)
- The PIP is an essential onboarding process and serves as an ongoing assessment during the initial period at Urban Mutts.
- If Urban Mutts is not the right fit for a dog, unused credits will be refunded according to the membership tier.
Hotel Bookings, Payment & Requirements
- Hotel bookings must be paid in full at the time of booking. Unpaid bookings will be released after 24 hours.
- Hotel Pricing:
- Off-Peak Rate: £103 per 24 hours.
- Peak Rate: £116 per 24 hours during designated peak periods.
- Any arrival on the final day of the peak period (e.g., 21 April) will be charged at the peak rate for the first 24 hours.
Client Preparedness & Essentials
- Clients must ensure their dog has everything needed for their stay. Urban Mutts is not responsible for last-minute supply runs.
- If essential items (e.g., food) are missing, we may be able to purchase them on the client’s behalf, but this is subject to staff availability and incurs a service charge.
- We strongly recommend pre-weighing and individually bagging each meal to avoid confusion. If using pre-portioned food like Butternut Box, ensure adequate supply is provided.
- Urban Mutts stocks a selection of premium dog food brands on-site, including Orijen, Acana, 4Paws, Caboodle, WildPack, Carnilove, and Rockster.
- Due to our industry-leading 1:6 staff-to-dog ratio, we cannot guarantee staff availability to leave site for supply runs. In the event your dog’s food runs out or is not provided, we will use the most suitable alternative available on-site.
Feeding Instructions & Portion Sizes
- Urban Mutts works in grams for all food measurements.
- Clear feeding instructions must be provided before each Hotel stay.
- Vague instructions such as "whatever amount is fine" will not be accepted. Clients must know their dog's exact feeding amounts.
Peak Times 2025
- February Mid-Term: Friday 14 February - Sunday 23 February
- Easter: Friday 28 March - Monday 21 April
- Early May Bank Holiday: Friday 2 May – Monday 5 May
- May Mid-Term: Friday 23 May - Sunday 1 June
- Summer: Friday 11 July - Sunday 31 August
- October Mid-Term: Friday 17 October - Sunday 2 November
- Christmas: Monday 8 December - Sunday 4 January
Grooming Policy
- Deposit Requirement: A 50% deposit is required to secure grooming appointments.
- 48-Hour Cancellation Policy: Cancellations must be made at least 48 hours before the scheduled appointment to avoid forfeiting the deposit.
- Repeated No-Shows: Urban Mutts reserves the right to require 100% non-refundable payment for clients who repeatedly miss appointments.
- Grooming Corrections Policy:
- If a client is dissatisfied with a groom, they must notify us within 14 days (two weeks) of the appointment.
- Requests for corrections beyond 14 days will not be accepted.
- Collection & Grace Period:
- Clients will be contacted 15–20 minutes before their dog is ready to be collected.
- A 15-minute grace period applies from the time of collection notification.
- If the dog is not collected within this time, late collection fees will apply, charged in line with daycare rates (minimum £25).
Pricing Structure
- All grooming prices are advertised as 'From', meaning they are starting prices.
- Urban Mutts reserves the right to adjust final charges based on factors such as coat condition, size, and behaviour of the dog.
- Clients will be informed of any additional costs prior to the grooming session.
Severely Matted Coats & Groomer Discretion
- Urban Mutts prioritises the dog's welfare above aesthetics. If a dog’s coat is severely matted, we may need to take necessary measures to prevent discomfort and suffering.
- De-matting can be painful. If removing mats causes distress or pain, we may determine that shaving the coat is the most humane option in line with the Animal Welfare Act 2006.
- Clients will always be contacted for permission before any de-matting or shaving procedures take place.
- Additional fees apply for matting, depending on severity. This covers the extra time, care, and wear on equipment required.
- Urban Mutts is not responsible for minor nicks, cuts, or irritation resulting from mat removal. Post-shave skin irritation or underlying conditions may become apparent.
Behavioural Issues
- Clients must inform Urban Mutts of any known aggressive or anxious behaviours their dog may have.
- Behavioural charges may be applied depending on the severity of the behaviour and the additional time, skill, and equipment required to safely groom the dog.
- Urban Mutts reserves the right to refuse or stop services at any time before or during the grooming process due to aggression, stress, or health concerns.
Health and Medical Conditions
- Owners must inform Urban Mutts of any pre-existing medical conditions or allergies their dog may have.
- Urban Mutts is not liable for any adverse reactions or aggravation of existing medical conditions that occur during or after the grooming process.
Fleas and Parasites
- If fleas or parasites are discovered during grooming, the session will be halted, and the owner will be contacted to collect their dog immediately.
- Due to necessary salon decontamination, the full cost of the groom will still be charged and is non-refundable.
- An additional fee may be incurred for salon cleaning and disinfection.
Late Pick-Ups
- All grooming appointments must be collected on time.
- Late pick-ups will incur additional charges, starting at a minimum of £25, in line with Daycare rates.
Photographs & Videos
- Urban Mutts may use photos or videos of your dog taken during their visit for marketing and promotional purposes.
- If you prefer your dog not to be featured, please inform us in advance.
By entrusting your dog to Urban Mutts for grooming services, you acknowledge and agree to the above terms and conditions.
Client Responsibilities
- Identification Compliance: All dogs must wear a collar with an ID tag displaying the owner’s surname and address, as required by UK law (Control of Dogs Order 1992).
- Microchipping: All dogs must be microchipped, in line with UK regulations.
- Vaccinations:
- All dogs must be vaccinated against DHP (Distemper, Hepatitis, and Parvovirus) and Leptospirosis.
- Kennel Cough vaccination is strongly recommended but not mandatory.
- Clients must provide proof of vaccination before their dog's stay. Dogs will not be accepted without valid vaccination records.
- Health & Behaviour Disclosure: Clients must inform Urban Mutts of any known health issues, behavioural traits, or special care requirements that could affect their dog’s stay.
- Provision of Essentials: Clients are responsible for supplying all necessary items for their dog’s stay, including food, medication, bedding, and comfort items. Urban Mutts is not responsible for providing these unless explicitly agreed.
- Emergency Contact: Clients must provide an emergency contact who is not the owner. This person must be available to make decisions on the owner’s behalf if needed.
- For Hotel stays, if the owner is leaving the country or will be more than two hours away from London, an emergency contact must be provided who is local and available to assist if necessary.
- Adherence to Policies: Clients agree to follow all Urban Mutts policies and procedures as outlined in these Terms & Conditions.
Aggressive or Disruptive Dogs
- Urban Mutts reserves the right to suspend or permanently remove dogs from daycare, hotel, or grooming services due to aggression or disruptive behaviour. Decisions made by Urban Mutts staff are final.
- For the safety of all dogs in our care, Urban Mutts reserves the right to isolate any dog displaying aggressive, reactive, or unsafe behaviour until they are collected by their owner or emergency contact.
- Animal welfare is our top priority. If a dog is not suitable for Urban Mutts, we will inform the client directly.
Payment Processing & Card on File
- All members must have a valid payment card on file.
- Payments are processed immediately upon booking.
- Stripe payment links expire after 24 hours.
- All outstanding payments must be settled before further services can be provided.
Social Media & Marketing Consent
- By agreeing to our Terms & Conditions, you consent to photos/videos of your dog being used in Urban Mutts' social media, newsletters, and marketing materials.
- If you prefer your dog not to be featured, please inform us in advance.
- Opt-out requests apply to future content only; previously posted material will not be removed.
- Due to safeguarding, we will not name dogs in social media posts unless permission is granted by the owner (e.g., for Dog of the Month social posts).
