BOOKING AND FACILITY RULES

BOOKING, CANCELLATION AND ATTENDANCE

 

  2.  Booking confirmation

A booking is confirmed when you receive confirmation from us or the Wix booking system and any required payment has been received. Please check the service, date, start time, number of participants, dogs and add-ons immediately.

 

  3.  Customer cancellations and changes

You may cancel or request one change without charge by giving at least 24 hours’ notice before the scheduled start time.

Where less than 24 hours’ notice is given, the booking fee is normally non-refundable because the reserved time may not be resold. We may, at our discretion, move the booking where there is illness, bereavement or another exceptional circumstance. This discretion does not remove any statutory right you may have.

Bookings for leisure activities on a specified date or during a specified period may not carry the general 14-day change-of-mind cancellation right that applies to some online purchases. Your statutory rights remain unaffected where a service is faulty, misdescribed or not provided with reasonable care and skill.

 

   4.  Late arrival

Please arrive at the time stated in your booking instructions. Do not arrive substantially early with dogs unless invited. Late arrival may reduce your activity time because sessions must finish at the scheduled time for cleaning, water checks, customer separation and the next booking. The full fee remains payable.

 * Missed appointments

 * A missed appointment without notice is non-refundable. Repeated missed bookings may require advance payment or lead to booking restrictions.

 * Changes or cancellations by us

We may delay, change or cancel a booking where safe delivery is affected by water quality, equipment failure, staff illness, severe weather, a dog or participant being unsuitable, or another operational or emergency issue.

If we cancel and cannot provide a suitable alternative, we will refund the amount paid for the affected service.

 * Refusal or early termination

We may refuse entry or end a session where important health or behaviour information was withheld, a participant is impaired, a dog or person presents a risk, instructions are not followed, supervision is inadequate, or conduct causes serious or repeated disruption.

A refund will not normally be due where the customer’s breach caused the refusal or termination. We will consider the circumstances fairly and will not restrict your statutory rights.

  * Add-ons

Add-ons such as Wash and Go or staff assistance are subject to availability and the description shown when booking.

Wash and Go includes the products and equipment stated in the booking description, including 2-in-1 dog shampoo. Conditioner is not included unless expressly stated.

 

  5.  DOG SWIMMING AND POOL RULES

  * Nature of the activity

  * The pool is provided for recreational dog swimming, confidence building, play and enrichment. It is not a public human swimming pool, veterinary treatment or clinical hydrotherapy.

  * Owners may enter the water with their dog, use suitable toys or watch from the designated poolside area.

  * Water activities involve inherent risks, including slips, falls, scratches, bites, fatigue, water inhalation and unexpected movement by dogs. We take reasonable steps to manage these risks. Customers must provide accurate information, follow instructions and supervise all participants and dogs.

 

  6.  Standard swimming session

A standard appointment includes up to 20 minutes of water activity, with approximately five minutes before and after for preparation and safe exit.

Staff may shorten the water time where a dog is tired, distressed, cold, unwell or otherwise unsuitable to continue.

Up to five dogs may attend together only where they already know one another, are compatible and are included in the booking. We may set a lower number or separate dogs where safety, welfare or noise requires it.

 

  7.  ​Dog suitability and health

Before the session, you must tell us about your dog’s swimming experience, medical conditions, injuries, recent surgery, medications, pregnancy, seizures, heart or breathing problems, skin conditions, ear problems, fear, reactivity and bite history.

Do not bring a dog that:

• has vomiting, diarrhoea, a contagious illness, fleas or another transmissible condition;

• has an untreated open wound or has recently had surgery without appropriate veterinary clearance;

• is in season, unless suitable arrangements have been agreed with us in advance;

• is showing significant pain, breathing difficulty, weakness or distress; or

• has been advised by a veterinary professional not to swim.

Please follow any feeding instructions sent with your booking. Unless veterinary or booking advice says otherwise, avoid giving your dog a large meal during the two hours before swimming.

Your dog’s nails should be kept at a safe length to reduce the risk of accidental scratches.

 

  8.  ​Dog welfare in the water

Dogs must enter and leave the pool using the designated safe access point. Do not throw, push or force a dog into the water.

Support a calm entry and allow suitable rest breaks. Stop immediately if your dog shows panic, extreme fatigue, repeated coughing, breathing difficulty, pain, loss of coordination or another sign of distress.

Dog life jackets are available and may be worn throughout the session. Staff may require a life jacket or another safety measure.

Only toys and equipment approved for use in the pool may be used. Do not allow a dog to guard toys, repeatedly climb on another participant or interfere with another dog’s safe exit.

 

  9.  ​Customers entering the pool

A customer entering the water must:

• be able to swim and be physically capable of entering, moving in and leaving the pool safely;

• tell us about any condition, injury, pregnancy, disability or support need that may affect safe participation;

• follow the designated entry and exit method and use handrails or assistance as instructed;

• wear suitable clean swimwear and follow footwear instructions around wet areas;

• not enter with an infectious illness, uncontrolled symptoms or an uncovered open wound;

• not enter while impaired by alcohol or drugs;

• not dive, jump, run, push, play breath-holding games or take part in rough play;

• keep their face away from a frightened or highly excited dog;

• avoid swallowing pool water; and

• leave the water immediately if instructed.

The water is used by dogs. Although it is managed under our cleaning and water-quality procedures, customers should expect contact with dog hair, saliva and normal animal-associated contamination.

Please wash your hands and shower after the activity, particularly before eating or attending to a wound.

 

  10.  ​Children in the pool

A child may enter the pool only if they can swim.

Every person under 16 must remain under the continuous supervision of a responsible adult aged 18 or over. The adult must remain in the pool or at the immediate pool edge, maintain continuous attention and be close enough to intervene without delay.

The responsible adult must not rely on staff to provide child supervision.

The responsible adult must decide whether the child can cope safely with the dog, water depth, splashing and movement in the pool.

Staff may require the adult to enter the water, limit the number of children, require additional safety measures or refuse a child’s entry where safe supervision cannot be maintained.

Children must not dive, run, push, ride on dogs, hold a dog under the water, interfere with pool equipment or take part in rough play.

A parent or legal guardian must provide any required participation consent.

 

  11.  Poolside rules

Keep the pool surround clear and follow all wet-floor signs.

Running, glass, food and unauthorised electrical equipment are not permitted in the wet area.

Bags, leads and clothing must be stored where directed. Please report spills, fouling, damaged equipment and injuries immediately.

Children who are not swimming must remain with their responsible adult and stay away from the pool edge unless directly supervised.

Doors and gates must not be propped open.

  *  Emergencies and stopping a session

  *  Customers must follow staff emergency instructions immediately.

  *  Staff may use the available rescue equipment, stop the activity, ask participants to leave the water, contact the emergency services or seek veterinary assistance.

  *  Do not re-enter the pool until authorised.

  *  Any injury, bite, near miss, loss of control, water incident or medical concern must be reported before leaving so that it can be recorded and reviewed.

 

  12.  ENRICHMENT ROOM RULES

  *  Purpose and session length

The enrichment room provides private recreational play, sensory, confidence-building and enrichment activities.

A standard dry-room booking is 45 minutes unless the service description states otherwise.

  *  Activities are not veterinary treatment, behaviour therapy or a substitute for advice from an appropriately qualified professional.

Please choose activities that are suitable for each dog’s age, health, confidence and ability.

  *  Supervision and dog compatibility

  *  The booking customer remains responsible for supervising the dogs and people in their group.

  *  Dogs sharing the room must already know one another and be safe together. Do not introduce unfamiliar dogs during a private booking without prior agreement.

  *  Stop or change an activity if a dog shows fear, frustration, exhaustion, pain, guarding, escalating arousal or conflict.

  *  Staff may limit numbers, remove equipment, separate dogs or end an activity where necessary.

  *  Equipment and treats

  *  Use equipment only as demonstrated or intended. Check that every item is suitable for your dog’s size and behaviour.

  *  Do not allow climbing on shelving, destructive chewing, swallowing of toy parts, entanglement or unsupervised use of food-dispensing equipment.

  *  Tell us about allergies, intolerances and dietary restrictions before using treats or food-based enrichment.

  *  Owners are responsible for deciding whether their dog may consume a supplied or purchased treat.

  *  Fresh water should remain available as directed.

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  13.  Children in the enrichment room

Every person under 16 must remain under continuous responsible-adult supervision.

Children must not:

• climb on dog equipment;

• crawl into enclosed equipment;

• run through dogs;

• take food or toys from a dog;

• approach a guarding, frightened or distressed dog; or

• operate equipment without permission.

The adult must control both the child and dog and must intervene immediately if either becomes overexcited, frightened or unsafe.

Staff may stop an activity or require a child to leave the activity area.

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  14.  Hygiene and damage

Dogs should be given an opportunity to toilet before entering.

Please report fouling immediately and use the cleaning arrangements directed by staff.

A published additional cleaning charge may apply where exceptional cleaning is required because instructions were not followed.

Report damaged or defective equipment immediately and stop using it.

Customers may be responsible for reasonable costs arising from deliberate misuse or failure to supervise. This does not include normal wear and tear.

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  15.  Noise and departure

Please manage excitement and barking, follow staff instructions to reduce triggers and keep external doors closed.

Leave promptly at the scheduled finishing time so staff can clean and prepare the room and prevent dogs from meeting unnecessarily at entrances.

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DOG BEHAVIOUR, NOISE AND WELFARE

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     Our approach

We aim to provide a safe, welfare-focused environment while controlling disturbance to neighbours, customers and dogs.

We recognise that dogs may bark or become excited, but prolonged, repeated or excessive noise and unsafe behaviour must be actively managed.

  16.  Information required before attendance

You must tell us before booking or arrival if a dog:

• has bitten, snapped at or injured a person or animal;

• is reactive or aggressive around dogs, adults or children;

• guards food, toys, water, space or people;

• is fearful of water, handling, enclosed areas, noise or unfamiliar people;

• is likely to bark, howl or vocalise persistently;

• is an escape risk or difficult to control; or

• has another behaviour that could affect safe planning.

Disclosure does not automatically exclude a dog. It helps us arrange suitable timings, access and activities.

We may ask for further information or recommend a private or quieter arrangement.

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  17.  Arrival and departure controls

Attend only at your allocated time and avoid arriving substantially early.

Keep dogs on a secure lead and under close control. Wait outside or in your vehicle if directed.

Do not allow dogs to gather at entrances, greet unknown dogs or obstruct neighbouring premises.

External doors must remain closed except when being used for access.

Enter and leave promptly and quietly. Follow any one-way, staggered or separate-access instructions provided by staff.

  *  During activities

Use reasonable and humane steps to prevent prolonged, repeated or excessive barking.

Follow staff instructions to create distance, remove a trigger, pause play, lower arousal or move the dog.

Do not shout at, strike or use aversive methods on a dog.

Dogs must be supervised and must not be allowed to threaten, chase, mount, trap, repeatedly overwhelm or injure another dog or person.

Shared sessions are only suitable for compatible dogs that already know one another.

  *  Staff intervention

Where behaviour, noise or welfare becomes a concern, we may:

• reduce or remove triggers;

• pause or modify the activity;

• move or separate a dog;

• ask the owner to assist or regain control;

• require a dog or group to leave;

• set conditions for future visits; or

• decline future bookings where the risk cannot reasonably be managed.

Where important information was withheld or instructions were not followed, early termination will not normally qualify for a refund.

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  18.  Recording and review

We may record and investigate behaviour, bite, safety and noise incidents and complaints.

Records may include the date, time, dogs involved, action taken and follow-up.

Information will be handled under our Privacy Policy and shared only where there is a lawful and necessary reason.

 

  19.  CHILDREN AND YOUNG PEOPLE

  *  Ordinary customer bookings

  *  For ordinary swimming, enrichment, shopping and facility visits, every person under 16 must remain under the continuous supervision of a responsible adult aged 18 or over.

  *  The adult retains responsibility for the child’s conduct, safety and interaction with dogs. Staff do not provide childcare during these visits.

  *  The adult must know where the child is, remain close enough to intervene immediately and avoid distractions that prevent effective supervision.

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One adult must not supervise more children or dogs than they can safely control.

 

  20.  Pool participation

A child may enter the pool only if they can swim.

The responsible adult must remain in the pool or at the immediate pool edge, maintain continuous attention and be able to intervene without delay.

Staff may require the adult to enter the pool or may refuse entry where the child’s ability, behaviour, health or supervision creates a risk.

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  19.  Safe interaction with dogs

Children must be guided to behave calmly and follow staff instructions.

Children must not:

• approach or touch an unfamiliar dog without the handler’s permission;

• disturb a dog that is eating, resting, hiding or showing discomfort;

• take food or toys from a dog;

• climb on, ride, restrain, chase or corner a dog;

• place their face close to a dog’s face; or

• enter staff-only, storage or plant areas.

 

  20.  ​Organised children’s programmes

An organised programme, course or event may use separate age limits, ratios, consent forms, collection arrangements and supervision rules.

Those event-specific rules will be provided before booking and will take priority where they impose a higher safety standard.

Parents or legal guardians must provide accurate medical, allergy, accessibility and emergency-contact information requested for the event.

Only an authorised person may collect a child where a supervised drop-off programme is expressly offered.

 

  21.  Safeguarding and concerns

Any concern about a child’s welfare or an adult’s conduct should be reported promptly to the company director or the staff member leading the activity.

Immediate danger should be reported to the emergency services.

We will record and respond to concerns under our safeguarding procedure and make a referral where legally or professionally required.

 

  22.  Images and information about children

We require separate permission from a parent or legal guardian before using an identifiable child’s photograph, video, name, testimonial or story publicly.

Refusing media consent will not prevent ordinary participation.

Children’s personal information will be handled under our Privacy Policy.