Video Monitoring Policy

Castle Boarding – Small Animal Boarding Services

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1. Purpose

Castle Boarding offers a video monitoring service to allow customers to check in on their pets while they are staying with us. This optional service is provided to give owners additional peace of mind during their pet’s boarding stay.

Customers can view their pets through a live camera feed by downloading the Ring mobile application and accepting an access link provided by Castle Boarding.

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2. Third-Party Application

The video monitoring service operates through the Ring mobile application, which is a third-party platform.

Castle Boarding:

• Does not own, operate, or control the Ring application

• Does not manage the software, servers, or infrastructure of the Ring platform

• Has no control over updates, outages, or technical changes made by the application provider

By using the video monitoring service, customers acknowledge that they are using a third-party application and are also subject to the Ring platform’s own terms of service, privacy policies, and user agreements.

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3. Access to the Service

To use the monitoring service, customers must:

1. Download the Ring mobile application on their device.

2. Accept the invitation or access link sent by Castle Boarding.

3. Log into the application using their own Ring account.

Access to the video feed will normally be limited to the duration of the pet’s boarding stay and may be removed after the booking has ended.

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4. Service Availability

Castle Boarding will make reasonable efforts to ensure the camera system remains operational during your pet’s stay. However, continuous or uninterrupted access cannot be guaranteed.

The video feed may become unavailable due to circumstances outside our control, including but not limited to:

• Internet connectivity issues

• Application outages or maintenance

• Technical faults or software errors

• Device compatibility issues

• Server problems with the third-party provider

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5. Technical Limitations

Castle Boarding is not responsible for technical issues on the customer’s device or network, including but not limited to:

• Poor internet connection

• Mobile device compatibility issues

• Outdated software or applications

• Problems with the customer’s Ring account

• Issues related to downloading or installing the Ring app

Customers are responsible for ensuring their device, internet connection, and application are functioning correctly.

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6. External and Extreme Circumstances

There may be occasions where the monitoring service becomes unavailable due to circumstances beyond Castle Boarding’s control, including:

• Power outages

• Severe weather

• Internet service interruptions

• Equipment malfunction

• Emergency situations

Castle Boarding cannot guarantee uninterrupted access during such events and cannot be held responsible for any temporary loss of video monitoring access.

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7. Payments, Subscriptions and In-App Purchases

Castle Boarding is not responsible for any payments, subscriptions, memberships, or purchases made within the Ring application.

If a customer chooses to subscribe to a paid Ring membership or premium service, including but not limited to cloud storage, recording features, or enhanced monitoring options, this is done entirely at the customer’s discretion.

Any charges related to:

• Ring memberships or subscription plans

• Cloud video storage services

• Premium features within the application

• Additional services offered by Ring

are solely between the customer and the Ring platform provider.

Castle Boarding:

• Does not process payments through the Ring application

• Does not manage subscriptions or billing

• Is not liable for any charges, renewals, billing disputes, or payment issues related to Ring services

All billing enquiries must be directed to the Ring platform provider.

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8. Privacy and Recording Restrictions

Castle Boarding operates a strict staff privacy policy.

For this reason:

• Audio/sound features are not permitted to be used

• Customers must not record video, take screenshots, or capture footage from the monitoring feed

• Recording, saving, or distributing footage of staff or the facility is strictly prohibited

The video monitoring service is intended solely for live viewing of pets during their stay.

Castle Boarding reserves the right to remove access to the monitoring service if misuse is suspected.

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9. Camera Disconnection During Operations

To protect staff privacy and allow routine operations to be carried out safely, Castle Boarding reserves the right to temporarily disconnect or disable cameras at any time, including but not limited to:

• Cleaning and enclosure maintenance

• Feeding and care routines

• Staff access to animal areas

• Health checks or animal handling

• Maintenance of equipment or facilities

Camera access may therefore be temporarily unavailable during these periods.

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10. Customer Responsibilities

Customers choosing to use the video monitoring service are responsible for:

• Downloading the Ring application

• Setting up their Ring account

• Accepting the access invitation provided by Castle Boarding

• Informing Castle Boarding promptly if they experience issues accessing the video feed during their pet’s stay

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11. Refund Policy for Video Monitoring

The video monitoring service is provided as an optional convenience for customers.

Castle Boarding will not offer refunds for this service if:

• The customer does not download the Ring application

• The customer does not accept the access link provided

• The customer experiences issues but does not notify Castle Boarding during their pet’s stay

• The issue relates to the customer’s device, internet connection, or Ring account

Castle Boarding must be informed of any access issues during the boarding period in order to attempt troubleshooting where possible.

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12. Use of the Monitoring Service

The video monitoring service is provided solely as a convenience for customers and should not be relied upon as a continuous surveillance or security system.

Castle Boarding staff remain responsible for the daily care, feeding, cleaning, and welfare of all boarded animals regardless of camera access.

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13. Policy Acceptance

By choosing to use the video monitoring service provided by Castle Boarding, customers acknowledge and accept the terms outlined in this policy.

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Castle Boarding
Providing safe, responsible care for small animals.