Fern Farm Canine Country Club Ltd Terms and Conditions
For all services unless stated otherwise
These Terms & Conditions set out:
- your legal rights and responsibilities;
- our legal rights and responsibilities; and
- certain key information required by law.
In these Terms & Conditions:
- ‘We’, ‘us’ or ‘our’ means Fern Farm Canine Country Club Ltd; and
- ‘You’ or ‘your’ means the person using our site to buy services from us.
- If you want to contact us, please email info@
fernfarmcountryclub.com
Who We Are
We are Fern Farm Canine Country Club Ltd, a company registered in England and Wales under company number: 14202981. Our registered office is at: Fern Farm Country Club, The Shoe, North Wraxall, Chippenham, Wiltshire, SN14 8SE. Our VAT number is: 456681852
Opening Hours
Mon, Tue, Wed, Thurs, Fri 08:00 – 10:00 and 15:30 – 17:45
Saturday, Sunday and Bank Holiday CLOSED
Annual Dates of Closure:
Fern Farm Canine Country Club Ltd is closed for daycare on all Bank Holidays.
Check-in & Check-out
To ensure the safety of all dogs, we require that they remain on a lead during arrival and departure. Fern Farm Canine Country Club Ltd does not assume any responsibility for loss or injury within our reception or car park areas.
Services Offered
Daycare Membership: Dogs are dropped off between 08:00-10:00 and picked up between 15:30-17:45. Dogs will be integrated into a group and will engage in 90 minutes of playtime followed by downtime in a kennel or rest area. This routine is on rotation throughout each daycare day. Daycare dogs coming to daycare with breakfast/lunch will be given their food during rest time throughout the day. This is not guaranteed to be at ‘breakfast’ time depending on group rotations.
Puppy School: Puppy school is available for dogs starting at 12 weeks, provided all vaccinations are complete. Graduation occurs at a minimum age of 18 months, subject to ongoing observation and behavioural progression at the discretion of our team.
Membership is required, with the same day each week to be discussed after an initial 90-minute trial to ensure suitable friendship groups. Membership days cannot be cancelled (excluding holiday allowance) but can be rescheduled for an alternative day within the same calendar month, bookable by the 15th of the month prior
Membership Eligibility
We highly encourage clients to enrol their dogs in our daycare membership program, with a minimum commitment of one day per week. Regularity, consistency, and routine are crucial for dogs, as they thrive in familiar environments with the same friends each week. Membership provides peace of mind for both you and your dog, ensuring they have a dedicated space and a stable social group.
From a business perspective, having a membership system allows us to better manage our operations. It enables us to maintain optimal numbers of dogs on-site, which is essential for ensuring the appropriate staff-to-dog ratios. Our staff schedules are planned a month in advance, and knowing the number of members helps us run our daycare smoothly and efficiently.
While we do accept ad hoc bookings, these will only be considered once all daycare members have confirmed their swaps for the month. Ad hoc bookings are subject to staff ratios, and priority will always be given to our membership dogs. As a result, we cannot guarantee availability for ad hoc requests. Members are able to request ad hoc bookings at any time of the month, and these will be charged at your regular member rate.
Booking a Trial
To book a trial, visit our trial page for detailed information. Click on “Online Booking Form” to access the booking form. Please complete the form with as much detail as possible. We aim to respond within two working days. If deemed appropriate, you will be invited for an initial meeting and a 90-minute trial period for your dog. If successful, you will be invited to book a half day, a full day and one overnight stay to complete the trial process in full. All trial processes must be completed within a four-week timeframe: failure to do so will require the trial process to restart from the beginning at the client’s expense. The 4-step trial process may be extended following assessment by our team. This is to ensure we are the right environment for your dog and that they will be happy in our care.
1. All animals use the services of Fern Farm Canine Country Club Ltd at the owner’s risk, we do not accept any liability whatsoever for any losses or injury.
2. You accept that your dog may become injured or unwell when using our services and we recommend that you arrange your own insurance if not already in place as we do not accept responsibility nor will make payment for any treatment whatsoever for any injury or illness.
3. You agree not to bring your dog here in any capacity if they are showing symptoms of a contagious disease or are suspected of. We reserve the right to refuse the admission or cancel bookings of any animal due to ill health and you will still be liable for the cost of the service. You agree to disclose any health issues, veterinary treatment, medication, behavioural issues, traits or vices prior to arrival, this includes any recent illness whereby they may still be contagious. We must be notified at the time of booking with an update on arrival.
4. If signs of conjunctivitis are seen while your dog is at daycare, we will clean the affected eye and contact you to arrange for your dog to be picked up immediately. Please note that the daycare fee will not be refunded in this situation. If you notice signs of conjunctivitis at home, please do not bring your dog to daycare. Dogs should return to daycare only when symptoms, such as redness, discharge, or swelling, have resolved. This helps prevent the spread of infection to other dogs. Generally, it’s best to wait at least 24 to 48 hours after starting treatment and until symptoms have improved before considering a return to daycare. We will always prioritise your dog’s health and the well-being of other dogs in the facility.
5. In cases where animals are left that prove to be aggressive towards our staff or destructive to our facilities, we will contact the owner or emergency contact to arrange their removal. The emergency contact provided must be someone who is local, able to drive and willing to make full payment on the owner’s behalf. The remainder of the booking is still payable in full. All injuries caused by any animal will be chargeable to the owner, including any caused to other pets and we recommend that you take out insurance to cover this.
6. Your booking is not confirmed until you have received a confirmation email from us, and any deposit or payment requested has been paid. We reserve the right to refuse entry without a confirmed booking.
7. All new guests for day care are required to undertake a four-step trial process of a 90-minute session, a half day, and two full days, at the owner’s cost, along with any dogs who have not attended for a year at our discretion. The 4-step trial process may be extended following assessment by our team. Should we decide our services are not suitable for your dog, we reserve the right to cancel any future bookings and any deposits or payments for them will be refunded to you.
8. For day care bookings, vaccination cards must be provided upon invitation to a trial. All clients will be required to upload a copy of their vaccination records in the Client Portal on Pet Sitter Plus and you agree to provide us with an updated card when boosters are given. Dogs must be vaccinated against Distemper, Hepatitis, Canine Parvovirus, Leptospirosis. Kennel Cough is optional and NOT part of your annual booster vaccination and NOT required to attend Fern Farm Canine Country Club Ltd, however no dog may attend if they have had their kennel cough vaccination in the 14 days prior as it is a live vaccination which could shed, this is regardless of what your vet says. No boosters may be outstanding, and 14 days must be allowed before arrival from completion of the PRIMARY course of vaccinations for puppies and any adults who have lapsed. You accept that the vaccinations administered by your vet protect them against some but not all of strains of the virus in some cases and therefore you accept that your pet is still at risk. Homeopathic alternatives are not acceptable, and we do not accept titre tests.
9. For daycare, all dogs must be treated for fleas, ticks and worms monthly, by a known flea treatment. Animals that arrive with fleas will be refused entry and homeopathic alternatives are not acceptable. You give consent for your dog to be treated for fleas, ticks or worms in conjunction with veterinary advice.
10. Regular day care members are automatically booked on for their set days on a monthly basis and payment is due by the last day of the month for the forthcoming month. By the 15th of the month before, you agree to request any regular dates required to be rescheduled within the same month, pending availability. You acknowledge that rescheduled dates are not guaranteed and are allocated on a first come first serve basis. On the 16th of the month your booking is confirmed, and you accept that you are liable for the cost of any daycare days not rescheduled. Should you not be able to bring your dog for any days which have been booked, there will be no refund or credit due regardless of reason including your own self-isolation, any illness or suspected contagiousness, adverse weather or recent kennel cough vaccination.
11. Payments for daycare membership are due by the last day of each month before the new month begins, like a gym membership. A written notice of 30 days’ notice is required for alteration or cancellation of daycare membership, and we reserve the right to charge a retainer fee for extended periods of absence.
12. Ad-hoc days can be requested from the 16th of the month for the following month, with a minimum of 48 hours’ notice required. Payment must be made before the booking commences. Availability is dependent on Membership bookings which take priority.
13. Services cannot be amended (e.g., daycare day cannot be swapped) with less than 48 working hours’ notice. For example, Thursday before 12pm would be the last time to make changes for Monday.
14. As a daycare member, you are entitled to 4 weeks holiday per year. This will be calculated upon request and monitored within your client portal. Days that Fern Farm is closed for daycare, membership holiday days need not be used, i.e. Christmas Day, Boxing Day, New Year’s Day and all Bank Holidays.
15. Medication will be administered with the instructions from a veterinary surgeon which must be clearly labelled on such medication. Additional medication will require written instructions from the owner.
16. All dogs must wear a quick-release collar with an ID tag and must be microchipped.
17. No responsibility is taken for owner’s toys, bones, chews or bedding that is used on the premises. You accept that such items could be destroyed by your dog and/or dangerous such as a potential choking hazard and understand that dogs are not always individually supervised.
18. The owner understands that drop off and pick up times are as specified below. If these are missed for whatever reason, there may be a delay in being able to drop off or collect your pet and a surcharge of £10 for the inconvenience will be charged to your account to be paid on receipt of the invoice. We accept no responsibility for missed public transport or delay.
Monday – Friday: 08:00-10:00 and 16:00-17:45
Saturday, Sunday and Bank Holidays CLOSED
19. You consent to Fern Farm Canine Country Club Ltd using photographs of your pet for use on their website and social media groups for advertising purposes.
20. Fern Farm Canine Country Club Ltd reserve the right to re-home any animal not collected within 15 days of the stated departure dates if no communication from the owner, or owner’s agent, is received and if efforts to contact the owner fail.
21. Access to other areas of the land by owners or visitors are strictly forbidden and you agree not to pet any animals on the premises.
22. If bringing multiple dogs for daycare, you give consent for your dogs to be kennelled separately if needed and agree to pay for any additional cost incurred.
23. You agree to your details being kept by Fern Farm Canine Country Club Ltd for our use and agree to update us with any changes in writing including highlighting any changes you have made to your pets’ details on the booking system.
24. You agree for your dog to wear a muzzle if required.
25. You agree for your dog to travel to the vets in a crate or sleep in a crate during downtime if required.
26. We accept entire males under 18 months. All males 18 months and over must be either chemically or fully castrated. All males and females are both included together in socialisation. You agree to notify us if your entire bitch is due to come in season, is in season or has been in season in the last two months so that we can take adequate precautions to protect your pet. You agree that entire females in, recently or suspected to be in season will not be socialised at all. Females may return to daycare two weeks after the bleeding has finished.
27. I agree to comply with any other terms outlined in my booking confirmation process.
28. I agree to emergency or non-emergency first aid treatment being given to my dog including CPR.
29. I agree to keep all information on your Pet Sitter Plus profile fully up to date with an emergency contact, all vaccination records, medication details, behavioural changes or home life changes which may affect your dog. Failure to do so may result in our reserving the right to refuse admission or cancel bookings and you will still be liable for the cost of the service.
I have read and agree to the terms and conditions and understand that while every care will be given to my animal(s), they attend at my own risk. I authorise you to call your designated veterinary surgeon (Chalkland Vets) or my usual vet on my behalf should you feel it is necessary. I give consent to any medical treatment or procedure by the vet or ourselves which is felt necessary and understand that I will be liable for any related charges, including those by Fern Farm Canine Country Club Ltd. By booking through the Pet Sitter Plus system, I acknowledge I am agreeing to all Terms and Conditions set out above.