Booking requests
Submitting an enquiry does not guarantee a place. Every request is reviewed for availability, suitability, enclosure requirements, care routine and safety. A booking becomes confirmed only when Izzy Premium Care accepts it and the required payment has been received.
Price and payment
The final price is confirmed before payment. Unless agreed otherwise, an approved booking may be secured with a 30% deposit, with the remaining balance due seven days before arrival. Bookings made within seven days of arrival may require full payment.
Ways to pay
Customers may be offered a secure Stripe payment link for card, Apple Pay or Google Pay. Bank transfer or cash may be accepted only when agreed in advance. Card information is processed by Stripe and is not stored by Izzy Premium Care.
Cancellations and refunds
Please notify us as soon as possible if plans change. Deposits are refundable when cancellation is received at least 14 full days before arrival. With 7–13 days’ notice, the deposit may be transferred once to another available stay within six months. Deposits are non-refundable with less than seven days’ notice. Any exceptional refund remains subject to costs already incurred.
Changes and collection
Date changes depend on availability and may change the total price. Additional nights must be agreed before the scheduled collection time. Late collection or unagreed additional care may incur an extra nightly charge.
Care information
Owners must provide complete, accurate information about health, temperament, feeding, equipment, medication and care requirements. Veterinary treatment and other exceptional costs remain the owner’s responsibility unless otherwise agreed in writing.
Animal ownership, health and safety declaration
By submitting a booking request, the customer declares that they are the lawful owner of the animal or have the lawful owner’s permission to arrange its care, and that the animal is not stolen, unlawfully obtained or unlawfully held.
The customer confirms, to the best of their knowledge, that the animal is in a condition suitable for boarding and has disclosed any illness, injury, infection, parasite, medication, veterinary treatment or other health concern. Izzy Premium Care may refuse or end a stay where an undisclosed condition could affect the animal, other animals or people.
The customer must disclose any known bite, sting, aggression, handling, escape or containment risk and provide a secure, suitable enclosure or carrier. The animal must not be presented as safe where the customer knows, or reasonably should know, that it may cause harm. Izzy Premium Care may decline any animal whose risk cannot be managed safely.
Emergency veterinary care
If urgent treatment is reasonably required and the owner cannot be reached, the owner authorises Izzy Premium Care to contact a veterinary professional and arrange necessary care. Veterinary, transport and related costs remain the owner’s responsibility.
These terms are provided with each booking confirmation. If an individually agreed written arrangement differs, that written arrangement takes priority.