About Luna’s Doggie Den
Luna’s Doggie Den is fully licensed and insured. I hold professional certification in dog walking, canine first aid, and nutrition, as well as an Ofqual-regulated Level 3 qualification in Professional Day Care and Boarding, ensuring that all care at the Den meets the highest standards of animal welfare, safety, and professional conduct.

 

TERMS & CONDITIONS

Luna’s Doggie Den (“we”, “us”, “our”) is the trading name of Tracey Caroline Robertson.
Website: www.lunasdoggieden.com
Email: lunasdoggieden@outlook.com

By accessing our website or using our services (dog walking, daycare, home-boarding, transport) you agree to be bound by these Terms & Conditions. If you do not agree with any part of these Terms, please do not use our website or services.

General Conditions

1.1 We reserve the right to refuse service to anyone for any reason at any time.
1.2 Our services are designed to provide calm, structured, home-based care for dogs in a residential setting. To maintain safety, welfare, and hygiene, we set specific requirements and may decline or terminate care where these are not met.

1.3 Suitability for a Home/Pack Setting
Your dog must be suitable for a home/pack environment: friendly, domestically accustomed, and comfortable around other dogs and humans. Dogs with a history of aggression toward people or other dogs must be disclosed at booking — we may decline or place conditions on care.

To maintain safety, unneutered male dogs are not accepted (except puppies below neutering age). Unspayed bitches may be accepted under certain circumstances (e.g., awaiting spaying after a season). Bitches in season must always be disclosed and cannot be accommodated.

1.4 Hygiene Measures
For male dogs (and any female dogs likely to mark), a clean nappy (provided by us) is required when transporting the dog and during the first few sessions at Luna’s Doggie Den. This is a preventative hygiene measure to keep the environment clean and safe for all guests, my family, and other dogs.

Services & Availability
2.1 Our services include:

  • Morning Enrichment (including local transport, long countryside walk, enrichment activities, play, cuddles & rest)

  • Afternoon Chill Extension (including transport, long countryside walk, enrichment activities, play, cuddles & a restful afternoon)

  • Dog walks, pop-in visits and home boarding have limited availability.

2.2 All services must be booked and confirmed in advance via our website or booking form.
2.3 We limit the number of dogs at Luna’s Doggie Den to maintain welfare and supervision — the maximum number will align with our license conditions.
2.4 We currently operate day care and walking services; overnight stays may be available subject to availability and are not part of our standard service (see Section 7).
2.5 We will be closed for approximately two weeks during summer and one week at Christmas each year. Exact dates will be shown as unavailable on our online booking calendar; care cannot be provided during these periods.

Pricing, Booking & Payment

3.1 Session Fees
Session fees are published on our website and may change with prior notice. All bookings must be paid in accordance with the instructions provided at the time of booking.

3.2 Occasional Guests
Occasional guests (one-off bookings) must pay in full once the booking has been confirmed to secure their session. Payment is non-refundable.

3.3 Regular Daycare Clients
Regular clients (with multiple sessions booked on a monthly basis) will be invoiced at the beginning of each month, with payment due on or before the last working day of that month. Late payments will incur a 5% late payment fee, and future sessions may only be booked once all outstanding invoices are cleared. Repeated late payment may result in sessions being required to be paid in advance.

3.4 First Month of Bookings
For new clients, sessions will be invoiced weekly during the first month, with payment required on receipt of each invoice. If payments are made on time and in full, the standard monthly invoicing schedule (as above) will then apply.

3.5 Cancellation Policy
Regular clients must notify me upon receipt of their monthly invoice if any sessions are not required for that month; otherwise, all booked sessions will be charged in full, except in cases of genuine emergencies.

3.6 Boarding
For boarding stays, 50% of the total fee is payable at the time of booking to secure the reservation. The remaining balance must be paid in full before your dog’s arrival. Payment secures your dog’s place, and bookings cannot be confirmed until the deposit has been received.

Dog Welfare & Safety – Suitability & Behaviour

4.1 Health & Preventative Care
All dogs must be microchipped, up to date with routine vaccinations, and receiving regular flea, tick, and worming treatments. Proof of vaccination is required before bookings are accepted.

4.2 Neutering, Spaying & Seasons

  • Unneutered male dogs are not accepted, except puppies below neutering age.

  • Unspayed bitches may be accepted under certain circumstances (e.g., awaiting spaying after a season).

  • Bitches in season must always be disclosed and cannot be accommodated.

4.3 Owner Declarations
Owners must declare any food allergies, sensitivities, behavioural concerns, or health issues at the time of booking. Failure to disclose relevant information may result in services being withdrawn.

4.4 Meet & Greet Walk (with owner)
All new dogs must complete a complimentary Meet & Greet Walk with their owner, Luna, and myself before any bookings. This allows me to assess behaviour, confidence, recall, and interaction in a calm, controlled setting. Owner participation is required.

4.5 Trial Walk (without owner)
Before attending daycare or home boarding, all new dogs must also complete a full-length countryside adventure without their owner. This allows dogs to bond with me and Luna in a safe, structured environment, experience a typical session, and enables me to assess suitability for off-lead and group activities.

4.6 Trial & Familiarisation

  • Daycare: The first session is treated as a trial. Dogs must demonstrate suitability and settle well to continue attending.

  • Home Boarding: A mandatory trial overnight stay is required before bookings are accepted. Only one new dog (or household group) at a time alongside Luna.

  • Optional home familiarisation visits may be offered if needed.

4.7 Off-Lead Walking
Dogs may participate in off-lead walks only if it is safe, appropriate, and with owner consent. New dogs will begin walks on a short or long lead until suitability is confirmed.

4.8 Standards of Care
I supervise, exercise, and care for all dogs in accordance with statutory guidance for daycare and boarding, as well as higher-level licensing standards, prioritising welfare, safety, and individual needs at all times.

Meals & Nutrition

For safety reasons, dogs should not be fed a main meal within 2–3 hours before collection. Eating shortly before energetic exercise can increase the risk of gastric dilatation–volvulus (GDV), commonly known as bloat, which is a serious and potentially fatal condition. To reduce this risk, I kindly ask that owners do not feed their dog prior to their Morning Enrichment Session.

5.1 For our Morning Enrichment Sessions, dogs will be fed their breakfast after their countryside walk. Please provide your dog’s usual meal unless you choose to opt in to a home-made meal. This option must be requested at the time of booking.

5.2 Home-made meals are prepared using simple, wholesome ingredients, including meat, poultry, fish, vegetables, and pulses. Sample menus are available to review, and owners must inform me of any ingredients their dog should avoid.

5.3 Home-made meals are based on a 400g portion, suitable for a 25–30kg dog. If your dog requires a larger portion, please provide additional food. If a smaller portion is required, any leftovers can be refrigerated and returned to you, provided a suitable container is supplied.

5.4 Please disclose any food allergies, sensitivities, or dietary restrictions at the time of booking. While I will always aim to accommodate individual needs where possible, I am unable to cater for highly complex or novelty diets.

5.5 Enrichment activities may include puzzle games, snuffle mats, and food-dispensing Kong-style toys. If you would like your dog to receive specific dried treats during enrichment activities, please provide these clearly labelled.

Transport
6.1 Transport is included for Morning Adventure and Day at Luna’s Doggie Den sessions within a 2-mile radius of Luna’s Doggie Den (CR2).
6.2 Dogs are secured safely in accordance with the Highway Code.

6.3 Owners are required to provide a correctly fitting harness for transportation.

6.4 All male dogs (and marking females) must wear a supplied nappy when using transport and during initial sessions.

Daycare & Extras

Enrichment Sessions (Morning Only)
Includes transport and a full morning, countryside walk and enrichment activities.
Current rate: £30

Chill Afternoon Sessions
Available only as an extension to a Morning Adventure session. Includes transport home, a lunchtime walk, and a lazy afternoon of calm companionship and rest.
Current rate: £20 (+£30 for morning session)

Morning Walks
One-hour of countryside adventure, including pick-up and drop-off.
Current rate: £17

Pop-in Services

  • Half-hour visit: £15

  • Half-hour visit with local walk: £22

Overnight Boarding
Includes two walks per day, care, supervision, and overnight accommodation. Transport and meals are not included.
Current rate: £45
Please note: if collection is after 8:00 am on the final day, the morning (or full-day) rate will be charged, depending on the collection time.
Availability
All sessions are subject to availability. If your dog requires a different schedule, please contact us to discuss.

Hygiene, Cleanliness & Environment
8.1 We maintain high standards of cleanliness and safety in accordance with council and national welfare standards.
8.2 Owners must inform us if their dog is unwell or has infectious disease; pets must not attend if showing symptoms.
8.3 Dogs must arrive clean (or owner may arrange pre-drop clean) and any excessive soiling may result in an extra clean-up fee.

Records & Licensing
9.1 We comply with the Animal Welfare (Licensing of Activities Involving Animals) (England) Regulations 2018 and the statutory guidance.
9.2 Our license number will be displayed on our website and premises once issued.
9.3 We keep records of each dog’s attendance, behaviour, health and times for inspection. Electronic or paper records are kept or backed up for at least three years.
9.4 Croydon Council may conduct inspections (including unannounced) and may issue a star-rating for the establishment.

Liability & Indemnity
10.1 While we take every precaution to ensure the safety, comfort and welfare of dogs in our care, we cannot accept liability for injury, illness, escape, theft or death of any dog except where our negligence is proven.
10.2 Owners accept full responsibility for their dog’s health, behaviour and suitability for the pack environment. Damage or injury caused by the dog to people, property or other dogs remains the owner’s responsibility.
10.3 You agree to indemnify us against any claim, damage or cost that arises from your dog’s participation in our services, including legal costs.

Changes to Services & Terms
11.1 We may change or withdraw services, pricing or these Terms at any time by updating this page. Continued use of our services after such updates constitutes your acceptance of the changes.
11.2 It is your responsibility to check these Terms periodically for updates and comply with them.

12.1 Governing Law

These Terms and any separate agreements in relation to your use of our services shall be governed by and construed in accordance with the laws of England and Wales.

Contact

For any questions about these Terms, please contact us at:
lunasdoggieden@outlook.com