Terms & Conditions

ASAB – Terms of Boarding

Rabbits & Guinea Pigs

Ashford Small Animal Boarding (ASAB)
 

Rabbit vaccinations:

• Rabbits must have both required vaccinations against Myxomatosis and VHD/RHD, completed at least 14 days before boarding, and normally with at least one month remaining before the next booster is due
• Vaccination certificates, booking forms and all owner/animal information must be supplied no later than 14 days before arrival, unless otherwise agreed. This ensures we have all the information needed to care for your pet safely and correctly.

• Owners must tell ASAB about any illness, medication, ongoing veterinary treatment, dietary requirements or behavioural concerns before arrival.
• £100 cash refundable veterinary emergency fund must be left at drop-off. Owners remain responsible for veterinary costs incurred for their pet during boarding, except where caused by ASAB's negligence.
• Owners must provide sufficient dry food for the full stay unless ASAB has agreed to supply it. Hay, fresh vegetables and water are provided unless otherwise arranged.

Drop off & Collections

• Drop-off and collection are strictly by appointment. Late arrivals, missed appointments and unarranged late collections may incur additional charges.
• 25% non-refundable deposit is required to secure your booking.
• Remaining balance is due 7 days before arrival. High-season balances must be paid by this deadline.
• Cancellation more than 7 days before arrival: the 25% booking deposit remains non-refundable.
• Cancellation 7 days or less before arrival: the full booking charge is payable, subject to any amount ASAB is able to recover by rebooking the accommodation
• Collection day is chargeable. Boarding is calculated from the day of arrival through to and including the agreed collection day.
• Extensions must be agreed in advance and are subject to availability. During busy periods an extension may not be possible.

• one reminder will normally be sent free of charge. If ASAB has to make further contact for missing vaccination certificates, booking information, owner/animal details or overdue payment, a £10 administration charge will be added.

1. Accommodation
Rabbits and guinea pigs are housed individually or in their existing bonded pairs within large wooden hutches or large plastic indoor cages situated inside our air-conditioned boarding accommodation.
Optional infrared heat lamps are available during colder months for house pets or animals requiring additional warmth.
Each animal or bonded pair is housed separately. Animals belonging to different households are never knowingly mixed or allowed direct contact.
The main boarding facility contains 10 apartments: eight large and two smaller hutches. The smaller accommodation is generally used for single rabbits or guinea pigs. The second area contains 8 apartments: 4 large indoor cages and 4 hutches which are used for single small rabbits or Guinea pig.
ASAB reserves the right to allocate the most appropriate accommodation for each animal and, where reasonably necessary for health, welfare or safety, to move an animal to alternative suitable accommodation during its stay.

2. Health & Vaccinations
All rabbits must be fully vaccinated with both required vaccinations against Myxomatosis and Viral Haemorrhagic Disease (VHD/RHD). There are now two vaccinations required Nobivac and Yurvac.
Vaccinations must have been completed at least 14 days before the start of boarding, and there should normally be at least one month remaining before the next booster is due.
A clear copy of the vaccination certificate must be emailed to ASAB before boarding.
If a vaccination or booster is being completed after the booking has been made, the updated certificate must be supplied as soon as it becomes available and within any deadline given by ASAB.
The vaccination certificate must also be available at check-in if requested.
It is the owner's responsibility to ensure that all vaccination information supplied is complete, accurate and up to date.
On arrival, all boarders will receive a basic visual health check.
Spot-on parasite treatment and toenail trimming are available by prior arrangement and are charged according to the current price list.
Owners must disclose any existing or recent illness, medication, ongoing veterinary treatment, contagious condition or other health concern before arrival.
ASAB reserves the right to refuse admission to an animal showing signs of illness, infectious disease, parasites or any condition that could pose a risk to that animal or to other animals in our care.
If an animal is refused admission because the required vaccination, health or other information has not been provided or because the animal does not meet the stated boarding requirements, the normal cancellation terms will apply.

3. Booking Information & Customer Responsibilities
Owners are responsible for providing ASAB with all information reasonably required to confirm the booking and care safely for their animals.
This includes, where applicable:

• Completed booking form
• Owner's full name and address
• Telephone number and email address
• Emergency contact details
• Full details of each animal
• Feeding and care instructions
• Medication details
• Veterinary details
• Vaccination certificates
• Relevant medical information
• Relevant behavioural information
• Any other information reasonably requested by ASAB

Requested information and documents must be supplied by the date given by ASAB and, unless otherwise agreed, no later than 14 days before arrival.
It is the owner's responsibility to respond promptly to requests and to ensure that ASAB has all required information before the stay.
Administration Charge for Missing Information or Late Payment
ASAB appreciates that an occasional reminder may be necessary. However, repeatedly chasing customers for information or payment creates additional administration and takes time away from caring for the animals.
ASAB will normally send one reminder without charge.
If further contact is required because requested vaccination certificates, booking forms, owner details, animal details, care information or an overdue payment have still not been supplied, a one-off £10 administration charge will be added to the booking.
This charge reflects the additional administration involved in repeatedly chasing and processing information or overdue payment.
The administration charge does not extend the original deadline for providing information or making payment.
If required information or payment remains outstanding after further requests, ASAB reserves the right to refuse or cancel the booking.
Where this occurs within the cancellation period, the normal cancellation terms will apply.

4. Veterinary Care & Emergencies
A £100 cash refundable emergency veterinary fund must be left with ASAB at drop-off.
Any unused amount will be returned when the animal is collected.
If an animal becomes unwell or injured during boarding and cannot appropriately be treated or monitored on-site, ASAB will seek advice or treatment from a qualified veterinary professional.
By leaving an animal in our care, the owner authorises ASAB to obtain veterinary advice and treatment where we reasonably believe it is necessary for the animal's health or welfare.
Where reasonably possible, ASAB will contact the owner or nominated emergency contact before significant non-emergency veterinary treatment is undertaken.
In a genuine emergency, veterinary treatment will not be delayed if waiting for the owner's permission could compromise the animal's health or welfare.
Owners remain responsible for veterinary fees incurred during boarding unless the need for treatment was directly caused by ASAB's negligence.
Any veterinary charges exceeding the £100 emergency fund must be paid by the owner.
Transport to and from a veterinary practice is charged at:
38p per mile plus £13 per hour
Owners will be kept informed of veterinary treatment as soon as reasonably practical.
In the event of the death of an animal, ASAB will contact the owner or emergency contact as soon as possible to discuss appropriate arrangements.
Animals may become ill, injured or die despite receiving appropriate care. ASAB cannot guarantee the continued health or survival of an animal during boarding.
No refund, compensation or replacement animal will be provided solely because an animal becomes ill, is injured or dies from natural causes, an existing condition or circumstances outside ASAB's reasonable control.
Nothing within these terms excludes ASAB's responsibility where loss, injury or death is caused by our negligence or failure to exercise reasonable care and skill.

5. Pregnancy, Behaviour & Bonded Pairs
ASAB is not responsible for an animal being pregnant on arrival or for a pregnancy resulting from inaccurate information supplied by the owner regarding the animal's sex, neutering status or previous contact with another animal.
Animals from different households will never knowingly have direct contact.
If animals boarding as a bonded pair show signs of aggression, persistent bullying, harassment or fighting, ASAB may separate them where we consider this necessary for their safety or welfare.
Where additional accommodation is required following separation, the additional boarding charge will be payable by the owner.
Newly bonded pairs must normally have been living together successfully for at least three months before boarding.
A change of environment can sometimes affect an established bond. While ASAB will take reasonable steps to minimise stress, we cannot guarantee that an existing bond will remain unchanged during or following boarding.
Any rebonding required after the stay remains the owner's responsibility unless otherwise agreed.

6. Food & Supplies
Owners must provide sufficient dry food for the full duration of their animal's stay unless ASAB has agreed in advance to supply it.
Food should be clearly labelled with the animal's name and appropriate feeding instructions.
If owner-supplied food runs out during the stay, ASAB may provide an appropriate replacement.
An additional charge of £0.50 per animal per day will apply where ASAB is required to supply dry food.
ASAB provides hay, fresh vegetables and fresh water daily unless alternative arrangements have been agreed in advance.
Owners must inform ASAB before arrival of any:

• Food allergies
• Dietary intolerances
• Restricted diets
• Veterinary diets
• Feeding difficulties
• Special feeding requirements

ASAB cannot accept responsibility for problems caused by incomplete or inaccurate feeding information supplied by the owner.

7. Drop-Off & Collection
All drop-offs and collections are strictly by appointment.
Appointment Times
Monday-Friday: By appointment between 8.00am and 6.00pm
Saturday: By appointment only
Sunday: No routine drop-offs or collections
Bank Holidays: No routine drop-offs or collections
Any exceptional Sunday or out-of-hours collection or drop-off must be specifically agreed with ASAB in advance.
Where an exceptional appointment has been agreed, the agreed time must be adhered to as there may be no flexibility to accommodate lateness.
Late Arrival or Collection
ASAB operates by appointment because animal care, cleaning, feeding and other customer appointments are scheduled throughout the day.
Customers should contact ASAB as soon as possible if they are unexpectedly delayed.
The following charges apply where a customer arrives late without reasonable notice:
30 minutes late: £10
1 hour late: £20 and the appointment may need to be rescheduled
Missed appointment requiring rescheduling: £20
Where an agreed appointment cannot proceed because a customer is substantially late, a new appointment will be offered when ASAB is next available.
Repeated lateness or missed appointments may result in ASAB declining future bookings.

8. Failure to Collect & Extensions
Animals must be collected on the agreed collection date and at the agreed appointment time.
Any request to extend a stay must be agreed with ASAB in advance and is subject to accommodation availability.
Agreed extensions will be charged at the applicable boarding rate.
Where an owner fails to collect an animal on the agreed date without prior agreement, an additional charge of £15 per day/night per occupied hutch will apply.
During high season or other fully booked periods, an extension may not be possible.
If ASAB cannot accommodate an extension, the owner's nominated emergency contact may be required to collect the animal.
Where ASAB is fully booked, an animal whose collection has been delayed may have to be moved to smaller or alternative suitable accommodation until collection can be arranged.
If ASAB has received no contact from either the owner or nominated emergency contact for 10 days after the agreed collection date, despite reasonable attempts to make contact, ASAB will take appropriate steps to protect the animal's welfare.
This may include contacting appropriate animal welfare organisations, veterinary professionals or other authorities and, where lawfully appropriate, arranging alternative care or rehoming.
All boarding fees and reasonable veterinary, food, transport, accommodation and other expenses incurred up to the date the animal leaves ASAB's care remain payable by the owner.
ASAB reserves the right to take appropriate action to recover unpaid amounts.

9. Payment & Deposits
Booking Deposit
A 25% non-refundable booking deposit is required to secure the accommodation.
Accommodation is not confirmed until the required deposit has been received and ASAB has confirmed the booking.
The deposit is non-refundable where the customer subsequently cancels the booking, except where the law requires otherwise.
The deposit contributes towards booking administration, preparation and reserving accommodation that is then unavailable for other customers to book.
Minimum Booking Charge
The minimum boarding charge is 5 days. The total will depend on the accommodation selected.
This applies regardless of the length of the stay and contributes towards preparation, cleaning, disinfecting and administration.
Remaining Balance – Low Season
The remaining balance is due 7 days before arrival by bank transfer unless ASAB has expressly agreed in advance that payment may be made in cash on drop-off.
Remaining Balance – High Season
During high-season periods, the remaining balance is strictly due 7 days before the start of the stay.
High-season periods include busy holiday periods such as Easter, school holidays, the main summer holiday period and Christmas/New Year, together with any other peak periods identified by ASAB when the booking is made.
Where a booking is made within 7 days of arrival, the full booking amount is payable immediately.
If payment has not been received by the due date, ASAB will contact the owner for payment.
Where ASAB is required to make repeated requests for overdue payment, the administration charge set out in Section 3 will apply.
Failure to make payment by the due date does not automatically cancel the booking or remove the customer's liability for charges arising under the cancellation terms.

10. Customer Cancellations

ASAB is a small boarding facility with a limited number of available spaces.
Once accommodation has been reserved for a customer, that space is removed from availability and may have to be refused to other customers.
Customers should therefore notify ASAB of a cancellation as soon as they know that the accommodation will no longer be required.
Cancellation More Than 7 Days Before Arrival
Where a customer cancels more than 7 days before the agreed arrival date:

• The 25% booking deposit remains non-refundable.
• Any additional boarding balance already paid will normally be refunded.
• Any non-recoverable additional costs specifically incurred for that booking may be deducted where appropriate.

Cancellation 7 Days or Less Before Arrival
Where a booking is cancelled 7 days or less before the agreed arrival date, the full booking charge becomes payable.
This includes bookings where the balance has not yet been paid despite having fallen due.
The charge reflects the fact that the accommodation has been reserved for the customer and, at such short notice, ASAB may be unable to replace all or part of the booking.
ASAB will, where reasonably possible, make the cancelled accommodation available for rebooking.
If ASAB is able to obtain a replacement booking for all or part of the same accommodation and dates, the amount recovered will be taken into account.
Where appropriate, the original customer will receive a refund or adjustment for the amount recovered through rebooking, after taking account of the non-refundable deposit and reasonable administration, preparation or other losses already incurred.
ASAB will not knowingly charge two customers for the same accommodation for the same dates without making an appropriate adjustment.
Cancellation on the Day or Failure to Arrive
A cancellation on the scheduled arrival day or failure to arrive without cancelling is treated as a late cancellation.
The full booking charge is payable, subject to the rebooking provisions above.
Early Collection
No refund is normally provided where an owner chooses to collect an animal before the agreed collection date.
The accommodation has been reserved for the full booking period and would not normally be capable of being resold retrospectively.
This does not affect the customer's statutory rights.

11. Changes to Booking Dates
Requests to change confirmed booking dates should be made at least 7 days before the agreed arrival date.
Changes are subject to availability and cannot be guaranteed.
Where sufficient notice is given, ASAB will make reasonable efforts to accommodate the requested change.
Where less than 7 days' notice is given, removing or cancelling booked dates may be treated as a cancellation of those dates and the cancellation terms in Section 10 will apply.
Additional dates will be charged at the applicable boarding rate and are subject to availability.
Moving a booking to alternative dates does not automatically transfer any special rate or offer that applied to the original booking.
12. Boarding Charges
Boarding charges are calculated from the day of drop-off through to and including the day of collection.
The collection day forms part of the reserved booking period and is therefore chargeable.
Bank Holidays
Christmas Day, Boxing Day and New Year's Day: Double the normal daily rate
Other Bank Holidays: One and a half times the normal daily rate
Where a stay includes a Bank Holiday, the applicable Bank Holiday supplement will automatically be included in the booking charge.
13. Outstanding Payments
All boarding balances must be paid by the applicable payment deadline.
Additional charges incurred during a stay may include:

• Veterinary costs
• Veterinary transport
• Additional accommodation
• Stay extensions
• Additional food
• Medication administration
• Treatments requested by the owner
• Late collection charges
• Other additional services agreed or reasonably required during the stay

Any additional amount due must be paid on or before collection unless ASAB has agreed otherwise.
Where an invoice or payment becomes overdue, ASAB may contact the customer requesting payment.
Where repeated chasing becomes necessary, the £10 administration charge set out in Section 3 will apply.
ASAB reserves the right to pursue unpaid amounts and any reasonable recovery costs that may lawfully be claimed.
14. Liability, Insurance & Site Access
ASAB will exercise reasonable care and skill when looking after animals entrusted to us.
Animals may nevertheless become ill, sustain an injury or die due to natural illness, age, pre-existing medical conditions, stress or circumstances outside ASAB's reasonable control.
ASAB is not responsible for losses arising from matters outside our reasonable control.
Nothing within these terms excludes or restricts liability where doing so would be unlawful, including liability arising from ASAB's negligence or failure to exercise reasonable care and skill.
Carriers, bedding, toys, bowls, food containers and any other belongings brought with an animal are left at the owner's risk.
ASAB will take reasonable care of personal belongings but cannot guarantee against ordinary wear, accidental damage or loss unless caused by our negligence.
Customers and visitors are responsible for their own vehicles and personal belongings while on the premises.
ASAB accepts no responsibility for damage to or loss from vehicles or personal belongings unless caused by our negligence.
Children visiting ASAB must be supervised by a responsible adult at all times.
Customers must follow any reasonable instructions given by ASAB while on the premises, particularly instructions relating to animal welfare, security and restricted access areas.
ASAB is fully insured for home pet boarding, grooming and animal transportation through Protectivity Insurance.
Policy Number: 44900196383
Rabbit and guinea pig boarding is not currently one of the specific commercial boarding activities listed under the Animal Welfare (Licensing of Activities Involving Animals) (England) Regulations licensing regime.
ASAB nevertheless operates with the welfare of the animals in our care as the primary consideration and maintains appropriate insurance and boarding procedures.
15. Photography
ASAB may occasionally photograph or video animals during their stay.
Images may be used for ASAB's website, social media pages or other promotional material.
Owners may opt out of photography or promotional use at any time by informing ASAB in writing.
No owner's name, address, telephone number, email address or other identifying personal information will be published alongside an animal's photograph without permission.
16. Circumstances Beyond ASAB's Control
ASAB will make every reasonable effort to provide the accommodation and services booked.
There may occasionally be circumstances outside our reasonable control that affect our ability to provide part or all of the booked service.
These may include, for example, serious illness, emergency veterinary situations, fire, flood, severe weather, interruption to essential utilities, infectious disease outbreaks, government restrictions or other serious events outside ASAB's reasonable control.
Where such circumstances affect a booking, ASAB will contact the owner as soon as reasonably possible and will seek to make appropriate alternative arrangements.
Any refund, credit or alternative arrangement will depend upon the circumstances and any costs or services already provided.
Nothing within this section affects any statutory rights the customer may have.
17. Governing Law & General Terms
These Terms of Boarding are governed by the laws of England and Wales.
Any dispute will be dealt with in accordance with applicable consumer law and the jurisdiction of the courts of England and Wales.
If any individual provision within these terms is found to be invalid or unenforceable, this will not automatically affect the remaining provisions.
Where a situation is not specifically covered by these terms, ASAB will seek to resolve the matter reasonably, fairly and in accordance with applicable law.
These Terms of Boarding may be updated periodically.
The terms applying to a booking will normally be those supplied or made available when that booking was confirmed, unless a later change is specifically agreed with the customer.

ASAB Privacy Policy

Ashford Small Animal Boarding

1. Information We Collect
When you enquire about or make a booking with ASAB, we collect information reasonably necessary to process the booking and care appropriately for your animals.
This may include:

• Your name and address
• Telephone number
• Email address
• Emergency contact details
• Veterinary contact details
• Details about your animals
• Vaccination information
• Feeding instructions
• Medication and medical information relevant to the animal's care
• Behavioural information relevant to the animal's care
• Booking dates
• Records of payments and amounts due
• Correspondence relating to your enquiry or booking

ASAB does not collect or store customers' debit or credit card details directly.
Where payments are made by bank transfer, payment information may appear within normal banking, bookkeeping and accounting records.
2. How We Use Your Information
Personal information may be used to:

• Respond to enquiries
• Process and manage boarding bookings
• Provide appropriate care for animals
• Contact owners regarding bookings or animals in our care
• Contact nominated emergency contacts where necessary
• Obtain veterinary advice or treatment where required
• Verify vaccination and health information
• Manage payments and accounts
• Maintain appropriate business records
• Meet legal, insurance, tax or accounting requirements
• Manage complaints, disputes or queries relating to a booking

ASAB will only use personal information where there is an appropriate lawful basis for doing so.
3. Sharing Your Information
ASAB does not sell customer personal information.
Information will only be shared where reasonably necessary.
This may include sharing relevant information:

• With a veterinary professional where an animal requires medical advice or treatment
• With an emergency contact nominated by the owner
• With an insurer or professional adviser where necessary
• With payment, accounting or professional service providers where appropriate
• With a court, authority or regulatory body where disclosure is required by law

Only information reasonably necessary for the relevant purpose will be shared.
4. Data Storage & Security
Personal information is stored securely and is only accessed where reasonably necessary for the operation of ASAB.
Reasonable technical and organisational measures are used to protect information against:

• Loss
• Accidental destruction
• Misuse
• Unauthorised access
• Unauthorised disclosure

Paper records containing personal information are kept securely.
Electronic records are stored using appropriately protected systems and devices.
5. How Long We Keep Information
ASAB will not keep personal information for longer than reasonably necessary for the purpose for which it was collected.
Routine customer and animal boarding information may normally be retained for up to three years after the customer's last booking, where this remains useful for repeat bookings, animal-care history, customer enquiries or potential disputes.
Certain financial, accounting, insurance or transaction records may need to be retained for longer where required for tax, accounting, insurance or other legal purposes.
Information that is no longer reasonably required will be securely deleted or destroyed where appropriate.
6. Your Data Protection Rights
Depending on the circumstances and the lawful basis on which information is being processed, individuals may have the right to:

• Ask what personal information ASAB holds about them
• Request a copy of their personal information
• Request correction of inaccurate information
• Request deletion of information where appropriate
• Object to certain uses of their information
• Request restriction of certain processing
• Withdraw consent where processing relies upon consent
• Raise a concern with the Information Commissioner's Office (ICO)

Requests concerning personal information should be sent to:

dee@ashfordsmallanimalboarding.co.uk
ASAB will respond to data protection requests in accordance with applicable UK data protection law.
7. Photography & Marketing
Photographs and videos of animals may be used for ASAB's website or social media unless the owner asks us not to do so.
Personal information identifying an owner will not be published alongside photographs without permission.
Customer telephone numbers and email addresses will not automatically be used for unrelated electronic marketing simply because a boarding enquiry or booking has been made.
Where specific consent is required for marketing, ASAB will obtain that consent before sending the relevant marketing communication.
8. Changes to This Privacy Policy
This Privacy Policy may be updated from time to time to reflect changes in ASAB's services, procedures or legal obligations.
The latest version will be available from ASAB or through our website.
Last reviewed: August 2026