Terms and conditions



Booking Procedure

  • All bookings must be placed online, In completing a booking online you agree to our terms and conditions stated below.
  • Your booking request will then go through an approval process.  If your booking is approved your place is secure – you will receive a confirmation email.
  • Any overnight booking for a new guest must be preceded by a Trial Day.  All new guests must be assessed by me during a Trial Day and given the go-ahead for further stays.
  • If for any reason we need to reject your booking we will be in contact with you within 72 hours, bookings can be rejected if we feel that the existing dogs that are staying with us would not be compatible with yours or the mix of dogs we have staying requires utilising all of our available rooms; or if you dog shows signs of stress, aggression or behaviour that deals us to believe that they wouldn’t enjoy their stay.  Any deposits paid for bookings which are rejected by Rhian’s Waggy Retreat will be fully refunded.
  • Our services are in demand and so some periods of the year are subject to booking a minimum number of nights.  These times are indicated on our online accommodation calendar, with a different colour and an icon (i) which indicates that there are special terms for bookings taken during this period.

Payment & Booking Terms

  • A deposit of 50% is required for all new bookings.
  • All deposits SECURE your booking but are non-refundable and non-transferable.
  • Deposits confirm the booking and the balance is due for the stay on the departure day, any additional charges for top-up care, veterinary fees, or incidental items will be added to this balance.
  • Booking balances are fully payable if cancellation notice is received within less than 30 days of the booking.
  • Booking conditions for stays affected by COVID restrictions or foreign office travel advice may be subject to deferral, if our availability allows. This is at the discretion of Rhian’s Waggy Retreat and are subject to our normal terms and conditions stated above.


Registering a New Guest

  • Bookings for new guests require a pre-stay trial, of daycare or an overnight stay.  This is for the benefit of your dog as it allows me to assess their suitability for our home environment.
  • If Rhian’s Waggy Retreat , for any reason, conclude on a trial day that our environment is not suitable for your dog and we will refund in full for any future booking deposits.
  • We will follow up each booking with a registration form, with a pre-stay email to establish in detail your dog’s needs, likes & dislikes, temperament and routine. You must complete our registration form in good time and at least 5 days prior to your dog’s first stay.  This enables us to fully assess their suitability for our environment and to brief our team members.  We do this to ensure that we offer the best possible experience for your dog with proper preparation and planning.
  • It is essential that we receive all paperwork for your dog including the registration form and proof of vaccinations at least 5 days prior to your arrival. Failing to do so may result in your booking being cancelled and your deposit being lost.
  • Please supply a true and honest outline of their character on the booking form, as this helps us start building a picture of them from the start and prepare properly for their stay.
  • Rhian’s Waggy Retreat will not share client information with other organisations, however may provide relevant information and details to the named dog’s vet or emergency contact. 
  • If your dog is a very determined climber or jumper, i.e one who can escape over a height of 1.5m we reserve the right to refuse them as a guest, this is primarily for their safety and security.
  • Due to the nature of our unique cage-free environment, we can only accept neutered dogs and bitches.  In the case of young female puppies, we cannot accommodate those in season or due to come into season. In addition, we are unable to accommodate whole male dogs, or male puppies approaching hormonal maturity.

Please check your vaccination certificate!

The vaccination certificate must be up-to-date. Vaccinations must be given at least 72- 96 hours prior to a dog’s stay.

You MUST supply a copy of your dog’s vaccination certificate at least 5 days prior to their arrival or we cannot accept your dog into our Home.

Owners must have their dogs vaccinated or show a current Titre test which demonstrates immunity against:

  • Infectious Bronchitis (also known as Kennel Cough)
  • Distemper
  • Hepatitis
  • Leptospirosis
  • Canine Parvovirus
  • Para Influenza

These are all part of the annual vaccinations, however, some veterinary practises do not include Kennel Cough in their routine vaccines and therefore you should double-check with them that your dog is covered for this.

To keep ALL our guests safe, we also request confirmation that all our guests have been:

  • Wormed
  • Had an effective flea and tick treatment
  • As we border farming land we recommend that dogs who are boarding or visiting for daycare should come with a Suresto flea and tick collar. 

Any dog found to have fleas or worms whilst in our care will receive an immediate treatment, which will be charged to the owner at the time of collection.


Health & Hygiene

  • If wet or muddy after exercising all our guests are  rinsed and towel-dried.
  • We reserve the right to refuse admission to any dog showing signs of ill health.
  • Your dogs will spend much of their time playing; as a result, they will become dirty. To ensure your dog returns home feeling, looking and smelling great, you can arrange for your dog to receive a pamper groom with the award winning Sams Woof Wash. The cost of this service is variable depending on your dog’s size, coat and condition.  We require a deposit for these grooming services with your booking and clarification on any services required should be communicated to us in advance.
  • Emergency Procedures

In the event of an emergency, injury or illness, by agreeing to our house rules, dog owners are granting authority for the staff of Rhians Waggy Retreat to:

  • Administer emergency first aid including CPR.
  • Make an immediate transfer to our nominated veterinary practice. (Portishead Vets4Pets Nikolay Radev) for necessary emergency treatment. Owners grant authority for Rhian’s Waggy Retreat to act on their behalf when deciding the best course of emergency treatment for their dog. Owners give authority to vets practising at Portishead Vets 4 Pets to undertake any required action/treatment to stabilise their pet.
  • We will contact the owner or his/her nominated contact, as soon as any injury or illness has occurred and emergency treatment has been administered.

Veterinary Care

  • If your dog is registered to a vet locally (within a 5-mile radius of Rhian’s Waggy Retreat and non-urgent, medical attention is required, we will take them to the vet of your choice.
  • Owners undertake to declare any history of veterinary or behavioural problems that could reoccur while boarding and to draw attention to any potential problems, phobias (or vices!) their dogs may have. The more we know about your dog, the more settled we can make them.
  • You , the client will inform your vet that Rhian’s Waggy Retreat will be caring for your pet whilst you are away and confirm that any vet treatment required will be paid directly to the vet by yourself. 
  • In the very unlikely event that your dog should pass away whilst in the care of Rhian’s Waggy Retreat you will be contacted immediately . Should Rhian’s Waggy Retreat be unable to make contact with you , your chosen emergency contact will be called . Your vet will also be notified . Your dog will be cared for appropriately by placing them in a separate room following the relevant guidance to store them safely until they are collected. If you or your emergency contact are unavailable within a suitable time frame up to 3 hours RWR will arrange for your dog to be taken to the vet for storage. At a suitable time a written account of all know circumstances surrounding your dogs passing. 

Security & Safety

  • All dogs staying with us must be microchipped.
  • On check-in, your dog will have its collar removed (to be stored safely) and a Rhian’s Waggy Retreat collar fitted.  All dogs will be walked on a harness or collar whilst in Rhians Waggy Retreat care. 
  • All dogs staying with us at Rhians Waggy Retreat must be able to mix, socialise and play together.  Our environment is cage-free and thus they will have free roam of our facilities.  Dogs which are older, or younger or with any specific health issues will be catered for with appropriate time enrichment to ensure rest and sleep.
  • If your dog’s behaviour changes over the course of time, we keep a behaviour diary, we reserve the right to update our assessment and potentially this may be a refusal for future stays.  If Rhians Waggy Retreat refuses future bookings due to behavioural changes – we will, of course, refund the booking deposits in full.
  • This is also our family home, as well as my loved business . In order to ensure safety and security we have security cameras, lights and alarms operating.
  • The entire site is surrounded by stock proof fencing, in addition to a 2 metre fence surrounding one of our play paddock. 
  • If your dog is a very determined climber or jumper, i.e one who can escape over a height of 1.5m we reserve the right to refuse them as a guest, this is primarily for their safety and security.
  • In a social environment, there is ample playtime, during which we supervise energy levels.  However, should rough play ensue, we will separate dogs for down-time or increase their one on one time.  That said we cannot be held responsible for small grazes, cuts or nips which may occur.  First aid would be administered and you would be informed of any incidents immediately.
  • All dogs at Rhian’s Waggy Retreat are required to have a day trial prior to boarding to assess temperament . Any previous aggression their dog has shown must be reported. 
  • Rhian’ Waggy Retreat  has the right to refuse dogs. This may be but not limited to excessive barking, destructive behaviour , aggression towards dog or humans , straying or anti-social behaviour . Should your pet attack or cause damage to another animal or person resulting in injury , you will be responsible for any expenses incurred as a result . This includes payment of veterinary fees. The dog will be segregated with immediate effect and a risk assessment and decision will be made if the dog is safe to continue in Rhian’s Waggy Retreat care. You and your emergency contact will be informed and it may be required for the emergency contact or you to collect the dog and discontinue care with Rhian’s Waggy Retreat.  
  • By placing your dog in Rhian’s Waggy Retreat you agree for your pet to be transported in a motor vehicle for the purpose of walks and emergency procedure. Suitable restraints will be used such as a harness and seatbelt or secure crate. 
  • Should your dog escape whilst in the care of Rhian’s Waggy Retreat we will contact you. Your chosen emergency contact will be called along with the Vet, Police and dog warden . We may also use social media such Facebook , Lost and Found Pets in Bristol and potentially share photos to aid recovery. 
  • Should an emergency incident arise such as evacuation of my home in the event of a fire or other deemed emergency situation we will make contact with youth either arrange alternative care for your dog or for you or your emergency contact to collect your dog. Such events will be reviewed individually and reimbursement fees agreed. 

Food & Treats

We believe in offering a balanced and nutritious diet, should you wish for provide your dog with food whilst in our care (extra charge to apply) . All of the products we utilise are of high quality, and utilise ‘human grade’ ingredients. We stock a number of healthy dog foods including our favoured brand Butternut Box, Go Native, Forthglade and Orijen along with fresh food.  Your dog will have treats and chews  given in line with their diets.

If you prefer to supply your dog’s food from home, this is perfectly acceptable and will be given in accordance with your instructions.

We like to feed the dogs twice a day, with various chews and treats given in between.  Puppies will be fed 3 or 4 times per day according to their individual requirements. We will follow your instructions on how many and which type of treats your dog is used to each day, to keep to the routine they are used to at home.

For boarding dogs or day care dogs that wish to provide their own food , full instructions to frequency and amounts of food should be given in writing. If insufficient is provided during your pets stay you agree to cover the cost and allow Rhian’s Waggy Retreat to use one of their  favoured brands and you be required to pay on collection of your dog(s). 

Exercise & Socialising

At Rhian’s Waggy Retreat we aim to replicate a home from home experience and by booking your dog in for this experience you are agreeing to the following:

  • Your dog will be mixed with other guests, from different families.
  • Your dog (if appropriate to its life stage and your own wishes) will be both here on our land and walked off-site.
  • Where you the owner are happy and agree, your dog where possible and safe to do so will be walked off lead. By giving permission for your dog(s) to be allowed to run free off lead you agree that Rhian’s Waggy Retreat will not be held responsible for any loss or injury incurred to your dogs or another animal or person ) as a result, unless Rhian’s Waggy Retreat are  shown to be negligent. 
  • Should dogs not be allowed off the lead they will be exercised with a harness/ collar with a long line. 
  • Your dog(s) maybe socialised and exercised with up to 5 other dogs with 2 walks per day up to 1.5 hours at time, dependant on energy levels of the dog(s) and as per guidance based on their breed.
  • Puppies will be walked 2 times per day as per the ratio of exercise recommended by Kennel Club Guidelines and will benefit from interaction in order to mentally stimulate such as puzzle games and Kongs. 
  • Older dog’s walking requirements will be assessed on an individual basis and agreed with you so that a tailored package can be agreed to suit your dogs needs. 
  • If Rhian’s Waggy Retreat feel that your dog is not coping with the amount of exercise that has been proposed you agree that  Rhian’s Waggy Retreat can tailor  the exercise to suit your dogs needs. 


  • Our Luxury Boarding Home is open from 8 am – 10 am and 4 pm- 6 pm every day for drop off and collection. If you should require an out of hours drop off (prior to 8 am or after 6 pm) this can be done by prior arrangement but will incur an out of hours charge.
  • To maintain our calm environment and routine for all of our guests, we regret no collections are available after 6 pm – an additional night’s accommodation will need to be booked if you cannot collect by 6 pm.
  • Daycare visitors can be dropped off and collected between 8 am and 5 pm.  Daycare is for 8 hours maximum, additional hours are charged at £5 per hour.
  • To allow our guests to properly settle and get acclimatised our latest drop off for an overnight visit or longer staycation is 12 pm.
  • For a meet and greet, please arrange appointments in advance, so that we can give you ample time and attention. We encourage visitors to come and view our wonderful facilities before booking; we are open, transparent and proud of what we have to offer, however, we do like to ensure that we are available to give you a personal tour, therefore an appointment is preferred.

Sundays and Bank Holidays

  • We are open by prior appointment for dropping off and collection, additional fees may apply for Christmas, Easter and bank Holidays. 
  • Disclaimer  
  • From time to time, I may (upon request or otherwise) make recommendations or introduction to third parties who may provide complimentary or other services which may be of interest to you. It is your responsibility to ensure the services provided by such third party are suitable to you and your dog and I accept no liability on relation to any such services or loss arising from or connection with them.