Pet Boarding Policy

1. Overview

The Royal Pets offers professional pet boarding services for dogs, cats, birds, and small rodents. We provide a clean, safe, and enriching environment staffed by trained animal caregivers throughout the day and night. Our facility operates under strict hygiene, health, and welfare standards to protect the animals in our care, our staff, and other boarders.

This policy governs all boarding arrangements made through The Royal Pets. By completing a booking and ticking the agreement checkboxes, you confirm that you have read, understood, and accepted all terms herein. No animal will be admitted without a completed and agreed booking on file.

2. Covered Animals

Our boarding facility accepts the following animals:

3. Health & Vaccination Requirements

All animals are admitted to our facility in the company of other animals. It is therefore mandatory that every animal is up to date on vaccinations before boarding. We reserve the right to refuse admission to any animal that does not meet these requirements, without a refund of any deposit paid.

Dogs — Required Vaccinations

• Distemper, Hepatitis, Parvovirus, Parainfluenza (DHPPi) — must be administered at least 14 days before check-in
• Rabies — must be current (not administered within the last 21 days)
• Bordetella (Kennel Cough) — strongly recommended; required if the dog will be in a shared play area
• Internal and external parasite treatment within the last 30 days (deworming, flea and tick prevention)

Cats — Required Vaccinations

• FVRCP (Feline Viral Rhinotracheitis, Calicivirus, Panleukopenia) — must be administered at least 14 days before check-in
• Rabies — must be current
• Parasite treatment within the last 30 days

Birds

• Clean health certificate from a registered avian veterinarian dated within 14 days of check-in
• No respiratory illness, feather loss, or signs of psittacosis

Small Rodents

• No vaccination requirements, but animals must appear healthy at drop-off
• Any animal showing signs of illness at drop-off will be refused admission

4. Booking & Payment

Boarding is booked through our online store or by contacting us directly. All bookings require a completed intake form and a non-refundable deposit of at least 30% of the total boarding fee to confirm the reservation. The remaining balance is due at check-in or may be settled in advance.

Boarding fees are charged per animal per night and vary by species, size, and the level of care selected (standard, premium, or luxury suites where available). Your confirmed booking quote details the exact nightly rate. Extended stays may qualify for weekly discounts — ask our team.

Additional charges may apply for administering medications, grooming, veterinary call-outs, and any damage caused by the animal to facility property. These will be itemised and communicated before checkout.

5. Drop-off & Pick-up

• Standard drop-off and pick-up hours: Monday – Sunday, 8:00 am – 6:00 pm EAT
• Drop-offs and pick-ups outside these hours are subject to an out-of-hours handling fee and must be arranged in advance
• Animals must arrive in a secure carrier, on a leash, or in an appropriate transport container
• The owner or an authorised representative must present themselves with the animal and provide the vaccination documentation
• If the animal is not collected within 24 hours of the agreed check-out date and we cannot reach the owner or emergency contact, we reserve the right to arrange veterinary assessment and alternative care at the owner's cost
• Boarding fees continue to accrue for uncollected animals beyond the agreed check-out date

6. Daily Care & Enrichment

All boarded animals receive attentive daily care from our trained team. Our standard daily care includes:

• Dogs: A minimum of two walks per day (30 minutes each), access to a secure outdoor play area, feeding per the owner's instructions, fresh water at all times, individual sleeping kennel cleaned twice daily
• Cats: Fresh food and water twice daily, litter tray cleaned twice daily, access to a private cat suite with climbing structures, daily playtime and handling by our staff
• Birds: Maintained at the temperature range appropriate to their species, fresh food and water daily, stimulation through perches and toys; interaction with our bird handlers daily
• Small Rodents: Species-appropriate enclosures cleaned daily, fresh food and water daily, exercise wheels and enrichment items, handling per the owner's instructions

Photo or video updates can be arranged on request. We do our best to follow your pet's routine as closely as possible based on the information you provide in the intake form.

7. Emergency Veterinary Care

If any animal in our care shows signs of illness, injury, or distress, we will first attempt to contact the owner and then the emergency contact provided. If we cannot reach either party within a reasonable timeframe and the situation is urgent, we will:

1. Contact the attending veterinarian listed on the intake form, or the nearest registered veterinary clinic
2. Authorise emergency treatment to preserve the animal's life or prevent unnecessary suffering, on the owner's behalf
3. Document all actions taken and notify the owner as soon as contact is established

The owner is fully responsible for all veterinary costs arising from emergency care. The Royal Pets will seek reimbursement from the owner and may withhold the animal's release until outstanding veterinary bills are settled. We are not liable for any adverse outcomes resulting from emergency treatment sought in good faith.

By signing the intake form, you grant The Royal Pets authorisation to seek emergency veterinary care on your behalf. If you do not authorise emergency care, we reserve the right to refuse boarding.

8. Owner Obligations

By completing the intake form and agreeing to this policy, you confirm that:

1. You are the legal owner of the animal(s) or have written authorisation from the owner to arrange boarding.
2. All information provided in the intake form — including health, vaccination, feeding, and behavioural details — is accurate and complete.
3. Your animal(s) are in good health and fit for boarding at the time of drop-off. Animals showing signs of illness will be refused.
4. Your animal(s) are up to date on the vaccinations specified in Section 3, and you will present valid vaccination records at drop-off.
5. Your animal has not had known contact with a sick or infectious animal in the 14 days before check-in.
6. You will notify The Royal Pets immediately if your animal's health status changes between submitting this form and their check-in date.
7. You will be reachable (or an emergency contact will be reachable) throughout the boarding period.
8. You understand and accept that The Royal Pets operates a shared environment and that, despite our best prevention efforts, there is an inherent risk of illness transmission in any group setting.

9. Our Responsibilities & Limitations

The Royal Pets will:

• Provide a clean, safe, temperature-appropriate, and species-suitable environment for your animal
• Follow your feeding and care instructions as closely as possible
• Administer prescribed medications as instructed (standard medication administration is included; injections and IV care may carry an additional charge)
• Maintain facility hygiene and disinfection protocols to minimise disease transmission
• Notify you immediately of any significant change in your animal's health or behaviour
• Treat all animals with kindness, patience, and respect for their individual needs

Limitations of Liability

The Royal Pets is not liable for illness, injury, death, or behavioural changes resulting from pre-existing conditions undisclosed at intake, disease transmitted in our shared environment despite reasonable prevention measures, force majeure events (power outages, natural disasters, civil disruption), or the animal's own behaviour (self-injury, escaping enclosures due to extraordinary effort, aggression toward staff or other animals).

Our maximum liability for loss of or injury to an animal through our negligence is limited to the declared value of the animal at the time of booking or KSh 50,000, whichever is lower, unless additional insurance coverage has been separately agreed in writing. We strongly recommend that owners hold appropriate pet insurance.

10. Cancellations & Refunds

• More than 7 days before check-in: Full refund of the balance paid; non-refundable deposit forfeited.
• 3 – 7 days before check-in: 50% of the total boarding fee is retained.
• Less than 48 hours before check-in: No refund. The full fee is retained to cover preparation costs.
• Early check-out: If you collect your pet before the agreed check-out date, no refund is given for unused nights unless the early departure is due to our negligence.
• Refused admission: If your pet is refused at drop-off due to undisclosed illness or missing vaccination records, no refund of the deposit is given, and the balance is returned.
• Rescheduling: Rescheduling requests made more than 5 days in advance are accommodated at no extra charge, subject to availability.

11. Privacy

Personal information collected through the boarding intake form — including your name, contact details, and your pet's health records — is used solely to manage your boarding arrangement and maintain the safety of our facility. We do not share this information with third parties except where required for emergency veterinary care or as required by law. Please refer to our Privacy Policy for full details.

12. Governing Law & Disputes

This policy is governed by the laws of Kenya. Any dispute arising from a boarding arrangement shall first be attempted to be resolved through direct negotiation with The Royal Pets management. If unresolved, disputes shall be referred to the competent courts of Nairobi, Kenya.

13. Contact

For boarding enquiries or questions about this policy, call us on +254 110 064 555 or email [email protected]. Our boarding team is available Monday to Sunday, 8:00 am – 6:00 pm EAT.