Terms, Conditions and Cancellations
If we have to cancel a booking for any reason, clients will be entitled to either a customer credit for any payments applied to the affected booking(s) or a refund. Clients will not be entitled to any other form of compensation.
During your rabbit’s stay we reserve the right to discuss your pets medical records and care with their registered vet practice and obtain any medical treatment, if necessary, from a vet of our choice. Currently the registered vet for The Rabbit Hotel is Coxheath Veterinary Clinic. We reserve the right to use the services of any other vet if necessary. The cost of any vet bills incurred will remain your responsibility and is payable to us upon departure.
Regular flea and worming treatments are essential to safeguard the health of your pet and should be administered regularly. We do not accept rabbits with fleas. In a case of a flea infestation, we will treat your rabbit at our discretion. This is chargeable at a cost of £5.00.•
If the infestation is severe, an additional cost will apply, being the cost of treatment plus a £30.00 fee for travelling costs to our vets and our time). This reason for this is to ensure any existing parasites are eliminated and the safety of other pets in our care.
Due to the extremely high demand for places with us, all new bookings will be subject to a 25% non-refundable and non-transferable deposit. Full payment must be made in advance of the arrival to The Rabbit Hotel, except in long term boarding, where an arrangement is made for the account to be settled monthly (in advance). In some cases (usually summer holidays and other peak times), full non-refundable payment may be required at the time of booking.
A full day boarding is charged for the day of arrival and the day of departure.•It is the owners’ responsibility to ensure that they have collected all their belongings at the end of a stay.•Payment is via bank transfer only.
No booking fee reduction can be made if the owners wish to collect their rabbit earlier than agreed dates.
Rabbits must be brought in a secure carrier which must remain on the premises. We cannot be held responsible for the consequences of the malfunction of your carrying equipment.
We reserve the right to take appropriate actions in the rabbit’s best interest should collection not be made at the agreed time. It is your responsibility to ensure that if you are unable to collect in person, then another nominated individual must be sent to collect your cat. If The Rabbit Hotel is fully booked, we will not be able to extend your stay under any circumstances. If a rabbit is left beyond the agreed boarding period without any contact from the owner, the rabbit will be passed to a re-homing charity at our discretion.
During the summer period (July to Mid September inclusive) a minimum fee of seven days boarding will be charged, regardless of the duration of the stay. At other peak times a minimum fee of five days will be charged.
CANCELLATION POLICY
All payments are non-refundable or transferable, and no cash refunds will be made. If you need to cancel your booking our cancellation policy is as follows.
For all July and August bookings: Bookings cannot be shortened once confirmed. Up to 4 weeks prior to the arrival day – 50% of total booking fee is payable and not refundable or transferable. Less than 4 weeks prior to the arrival day – full fee is payable, regardless of whether a deposit was paid or not. For all other bookings: 28 Days + notice – We will credit the deposit to a future booking made for arrival within 12 weeks (subject to availability) less a 25% admin fee. Up to 2 weeks prior to the arrival day – 50% of total booking fee is payable. Less than two weeks prior to the arrival day – full fee is payable, regardless of whether a deposit was paid or not.
We would like you to feel assured that we are responsible animal carers. Every possible step is taken to ensure the health and safety of your pet whilst in our care. However, all pets are boarded strictly at their owner’s risk. If booking for more than one rabbit from your household, we will assume that you require the rabbits to be housed together in a larger hutch, unless otherwise specified.Please consider the suitability of our hutches if your rabbit is elderly, ill, very young or disabled as they need to be able to access the unit via a ramp or similar. If you are at all unsure, please contact us for advice.
We are registered for veterinary support with Coxheath Veterinary Clinic who will be our first point of contact should your rabbit become unwell during their stay. We are also registered with Newnham Court Veterinary Hospital for out of hours support.
By submitting the booking form and/or contact form you agree to the terms and conditions of The Rabbit Hotel and our privacy policy. Privacy Policy can be read on our additional page.The Rabbit Hotel is committed to protecting and respecting your private and personal details. Any information we collect will only be used by the staff of The Rabbit Hotel and for the purpose it is intended for; except in special circumstances as detailed below. To comply with the General Data Protection Regulation (GDPR), we do update this policy from time to time so please do review this policy regularly. What information do we collect? To ensure we are in line with our licence conditions it is important that we collect certain personal information from you when we register you as a client. Your name, address, phone numbers and email address along with details of an emergency contact (for whom you are responsible for obtaining permission from in order to supply us with their name and a means of contacting them) are all essential for the smooth running of The Rabbit Hotel. We also collect information about your rabbit with the details of your own veterinary practice to ensure we can provide the best care should any issues arise whilst your rabbit is boarding with us.What do we use this information for?The information supplied by you may be used in the following ways:1. To register you on to our booking system, which we use to keep records of your pet's boarding history with us to track day to day information as is necessary for the running of The Rabbit Hotel.2. To contact you, your emergency contact or your own veterinary practice should any issue arise whilst your rabbit is boarding with us.3. From time to time we may send you promotional emails and information about our services, products, offers and other information as appropriate.How do we keep your information safe?We hold customers information in two ways:Digitally: This is used for our booking system and keeps track of our customers activity with us.Hard Copy: Our Customer Record and Consent Form is a paper form that we require all customers to fill out. We also keep copies of invoices and receipts for accounting purposes. These paper documents are stored securely in our office.How long do we keep this information for and how do we dispose of it?The information you give us will be kept as long as you remain a customer of The Rabbit Hotel and should you cease to use our services it will be deleted from our customer database within two years of your pets last stay, if you notify us that you will no longer require our boarding services. If this is the case, any paper copies (excluding invoices and receipts or documents that we are required to keep by law) will be shredded. Customers do also have a ‘right to be forgotten’ and may request that their personal data be erased from our records at any time.Sharing your informationWe will not share or sell your information to any third party for the purposes of marketing.Information will only be shared where there may be an appropriate legal reason to do so or if The Rabbit Hotel has changed ownership, or should your pet require medical attention by a vet and only information relevant to that situation will be shared.Our websiteOur website may collect personal information from you should you use our online contact form or booking form and these details may be stored manually and/or electronically.Our website may also track certain information about you during the course of your browsing, such as your IP address and browser identification and may also use cookies (small files that a site or service provider transfers to your computers hard drive through your web browser). Such information collected will only be used for analytical purposes, for us to improve our website and services or to improve your browsing experience whilst on our website and will not be used by us to personally identify an individual. If you prefer block these cookies you can do so through your own browsers settings; some functions of the website may however cease to operate properly if you do so.Requesting your informationYou are entitled by law to request a copy of the information that we hold for you by submitting a Subject Access Request. All such requests will be subject to verification of identification before any information can be released.