Castle Boarding

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Refund Policy

Last Updated: February 2026
Business Name: Castle Boarding
Contact Email: info@castleboarding.com
Contact Telephone: 07889886873
 

This Refund Policy forms part of Castle Boarding’s Terms and Conditions. By confirming a booking, you agree to the terms set out below.
 

1. Payment Structure

1.1 Full payment is required either:

• In advance of the boarding period; or

• On the day of check-in prior to the animal being accepted into our care.

1.2 For larger or extended bookings, a deposit may be requested to secure the reservation.

1.3 Where a deposit is requested, the booking is not confirmed until the deposit has been received.
 

2. Deposits

2.1 Deposits are used to secure your booking dates and cover potential loss of income resulting from cancellations.

2.2 Deposits are non-refundable, except where:

• Cancellation is made outside of the agreed cancellation notice period (see Section 3), or

• Castle Boarding cancels the booking.

2.3 The deposit amount and cancellation notice period will be confirmed at the time of booking.
 

3. Cancellations by the Owner

3.1 All cancellations must be made in writing (email or written message).

3.2 If cancellation occurs:

• Outside of the agreed notice period (e.g., 7–14 days prior to booking start date):
  The deposit may be refunded at our discretion.

• Within the agreed notice period:
  The deposit will be retained.

3.3 Where full payment has already been made:

• If cancellation occurs outside the notice period, a refund may be issued minus any deposit retained.

• If cancellation occurs within the notice period, we reserve the right to retain all or part of the boarding fee.

3.4 Early collection of an animal does not entitle the Owner to a refund for unused days unless agreed at the sole discretion of Castle Boarding.
 

This reflects the fact that boarding spaces are reserved exclusively for your animal and cannot usually be reallocated at short notice.
 

4. Cancellations by Castle Boarding

4.1 If Castle Boarding cancels a booking before it begins (for example due to illness, emergency, or circumstances beyond our control), any payments made will be refunded in full.

4.2 If a booking must be terminated during the boarding period due to:

• Undisclosed medical conditions

• Aggressive or dangerous behaviour

• Failure to provide required vaccination proof

• Breach of Terms and Conditions

No refund will be issued.
 

5. Refusal of Admission

Castle Boarding reserves the right to refuse admission on arrival if:

• Proof of required rabbit vaccinations is not provided;

• The animal shows signs of contagious illness;

• The Owner has failed to disclose relevant medical or behavioural information.

In such cases, no refund will be issued.
 

6. Illness During Boarding

6.1 Castle Boarding is not responsible for illness, injury, stress-related conditions or death occurring while an animal is in our care, except where caused by proven legal negligence.

6.2 Veterinary costs incurred during boarding are the responsibility of the Owner.

6.3 Illness arising during the stay does not entitle the Owner to a refund of boarding fees.
 

7. Late Collection

7.1 Animals must be collected on the agreed date and within agreed collection times.

7.2 Late collection will result in:

• A charge of the standard boarding rate for the first 24 hours;

• After the first 24 hours, an additional 20% added on top of the daily boarding fee per day of continued late collection.

7.3 No refunds will be given for late collection charges.
 

8. Abandonment

If an animal is not collected within 7 days of the agreed collection date and no contact is made:

• The animal may be treated as abandoned;

• Relevant authorities may be contacted;

• Rehoming may be considered where legally permitted.

All outstanding fees remain payable by the Owner.
 

9. Statutory Consumer Rights

Nothing in this Refund Policy affects your statutory rights under the Consumer Rights Act 2015.

Where bookings are made online or at a distance, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 may apply. However, where a service is provided on a specific date or period (such as animal boarding), cancellation rights may be limited once the service period has been reserved.
 

10. How Refunds Are Issued

Where a refund is agreed:

• Refunds will be made using the original payment method where possible.

• Refunds will normally be processed within 14 days of agreement.