Terms and Conditions

Please read the following important terms and conditions before you instruct us for our services and check that they contain everything you want and nothing that you are not willing to agree to.

Your attention is particularly drawn to clauses 46 and 47, which limit our liability to you.

All possible care and attention is given to all guests but it is clearly understood that all guests are accepted at the owner’s risk, and on the terms set out in this document.


  1. We are Mink Farm Boarding Kennels & Cattery, although we prefer the title of a Cat and Dog Hotel.

  2. We are a family run business that have been operating since 1985. Our address is Mink Farm Boarding Kennels & Cattery, Littlewick Road, Knaphill, Woking, GU21 2JZ.

  3. In this contract

    • “We” or “us” means Mink Farm Boarding Kennels & Cattery.

    • “The Guests” means your pets that are going to be or are currently staying at our hotel.

    • “The Clients”, “you” or “your” means you, the owners of the Guests and those paying for our services.

    • “Membership” means the subscription to membership of Mink Farm;

    • “Member” means any Client who has subscribed to the Membership. 

  4. If you make a booking with us, you agree to be legally bound by this contract.

  5. It is therefore important that you understand what you are agreeing to and so if you do not understand any of this contract and want to talk to us about it, please call us on 01483 473575 or email us at info@minkfarm.co.uk

    Information we give you

  6. By law, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that we must give you certain key information before a legally binding contract between you and us is made (see paragraph 6 below). We will give you this information in a clear and understandable way. Some of this information is likely to be obvious from the context. Some of this information is also set out in this contract, such as information on our complaint handling policy.

  7. We will give you information on:

    • The main characteristics of your booking or the services you want to purchase from us;

    • Who we are, where we are based and how you can contact us;

    • The total price of your booking or the services including any taxes or where this cannot reasonably be worked out in advance, the manner in which we will work out the price; and

    • Our complaint handling policy.

  8. The key information we give you by law forms part of this contract (as though it is set out in full here).

  9. If we have to change any key information once a legally binding contract between you and us is made, we can only do this if you agree to it.

    Your privacy and personal information

  10. Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in line with our Privacy Policy, which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information and how to contact us and supervisory authorities if you have a query or complaint about the use of your personal information.

  11. Our Privacy Policy is available from our office and at our website here.


  12. Guests can only be accepted to stay at our hotel if they are up to date with their vaccinations, flea treatment and worming treatment.

  13. Dogs must have been immunised against Hepatitis, Leptospirosis, Parvo Virus, Hard Pad and Distemper.

  14. Please note that we do not require the kennel cough vaccination. However, if you choose to get your dog vaccinated against kennel cough then we require 10 clear days between the vaccination and the start of their visit. We reserve the right to deny admission to our hotel if your dog has been given the kennel cough vaccination within the 10 days prior to their stay.

  15. Cats must have been immunised against Cat Flu and Enteritis.

  16. An up-to-date vaccination certificate for each Guest must be presented upon check in. We reserve the right to deny admission to our hotel if this is not provided. 

  17. If the guests’ worming treatment or flea treatment is due while the Guest is staying with us, then we can administer the medication as long as it is provided by you.

    Choosing to book with us

  18. We set out below how a legally binding contract between you and us is made.

  19. Any quotations given by us before you make a booking or an order for services is not a binding offer by us to supply such services.

  20. When you decide to make a booking or place an order for services with us, this is when you offer to buy such services from us.

  21. When taking your booking we ask for a deposit payment or full payment to confirm your order.

  22. We will only be deemed to accept your booking once we have taken a deposit from you and at that point a legally binding contract will be in place between you and us. 

  23. If you are under the age of 18, you may not be able to buy certain services because you are too young.

    Carrying out of the services

  24. We must carry out the services by the time or within the period which you and we agree in writing.

  25. Our carrying out of the services might be affected by events beyond our reasonable control. If so, there might be a delay before we can restart the services, having made reasonable efforts to limit the effect of any of those events and having kept you informed of the circumstances, but we will try to restart the services as soon as any such issue has been addressed.

  26. Should a vet’s attention be necessary during the Guest’s stay with us. We will endeavor to use the Guest’s current vet. Should this not be practical our own vet will tend to the Guest after which, both vets will liaise to update and cross reference the Guest’s health records.

  27. Beds, blankets, toys, leads and all other personal possessions staying with Guests are left at the owner’s risk. Whilst every care is taken, we do not accept any responsibility for the return of such items.

  28. If someone other than yourself will be collecting guests in our care we require prior authority from you. We will also require proof of identification or other agreed method of verification in order to release the Guest to anyone other than yourself.


  29. The charges for booking with us and using our services are based on our current pricing structure. An up to date list of our costs can be found on our website. We will let you know the basis of calculating the charges for the booking and services and related goods (and any extra charges) to the fullest extent we can when you make a booking with us.

  30. If the Guest is on medication (other than flea and worming treatment) during its stay with us, we will charge for the administration of it.

  31. We require a 50% deposit of the initial cost of your booking in order for you to make a reservation with us. The remainder of such invoice will be subject to change depending on additional services.

  32. All bookings and charges run from midday to midday. We operate like any other hotel. Therefore, if you wish to have an early check in (before 12 pm) or a late check out (after 1pm) you will incur an extra day’s charge.

  33. As is it not possible for Guests whose owners are not members to check in or out on a Sunday, Guests’ vacating on Saturday afternoon or beginning their board on a Monday morning will only incur half a day’s charge instead of a full day. This also applies to Bank Holidays. Only a half day’s charge will be incurred for those beginning their board in the morning of the day after a Bank Holiday and for those vacating in the afternoon of the day prior to a Bank Holiday.

  34. Therefore, please keep in mind when booking that the most economical stay would be for our Guest to check in between 1pm-5pm and check out between 9am-12pm (remembering we close for lunch for the hour between 12pm-1pm). With care this system can be used to mutual advantage, and ensures maximum space is always available.

  35. Payment is by arrangement with the management, but all charges are to be paid before removal of any Guest by its owner or agent.

  36. If this contract has ended, it will not affect our right to receive any money which you owe to us under it.

  37. In the event of an account not being settled within 4 weeks, the proprietor shall have the right to dispose of the Guest/Guests as they see fit and retain the proceeds of sale, in part or full settlement of such account, without releasing the owner from liability, or any unpaid fees or charges due after giving credit for such proceeds (if any).

  38. If a reservation is cancelled with less than 14 days’ notice your deposit will not be refunded.

    Mink Farm Membership

  39. We have introduced the Mink Farm Membership, the fees for which can be found on our website: www.minkfarm.co.uk/membership

  40. Members will have the following benefits: 

    a. No charges for administration of medication that would otherwise be chargeable under clause 29 of these Terms during the Guest’s stay with us;

    b. Free collection and delivery from and to the Guest’s home and the hotel;

    c. Collection and delivery by our staff on Sundays and Bank Holidays (except Christmas Day, Boxing Day and New Years Day), subject always to availability;

    d. Half price environmental enrichment runs; and

    e. Priority on cancellation lists. 

  41. Membership is upon application and if your application is accepted, your Membership will be held by you at the address you reside in upon application. If your address changes you must notify us as soon as possible as this may affect your Membership.

  42. Membership is held by you, the owner, and therefore applies to any guests owned by you. You therefore do not need to have one Membership for each Guest. 

  43. Membership and its benefits will be subject to the following: 

    a. Membership will be activated on receipt of payment;

    b. Membership benefits will only apply where the Membership is held at the time of booking and the time of the Guest’s stay with us;

    c. Memberships cannot be transferred;

    d. Membership fees that have been paid will not be refunded on cancellation or on the death of a Guest; and

    e. Free collection and delivery operates within a 35 mile radius of Mink Farm. If you live outside this radius, you will be charged at our standard rate for mileage but only for the distance in excess of 35 miles. 

    When things go wrong

  44. We pride ourselves in our business and hope that you will be completely satisfied with our services. If, however, you are unhappy with us or the service that we have provided, please let us know as soon as possible so that we can try to resolve matters.

  45. A summary of your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’) are set out as follows:

    • You can ask us to repeat or fix a service or booking if it is not carried out with reasonable care and skill, or get some money back if we are unable to fix it.

    • If you have not agreed to a price upfront, what you are asked to pay must be reasonable.

    • If you have not agreed to a time upfront, it must be carried out within a reasonable time.

  46. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.

    Limit on our responsibility to you

  47. Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury) or arising under applicable laws relating to the protection of your personal information, we are not legally responsible for any:

    • Losses that:

    a.  Were not foreseeable to you and us when the contract was formed; or

    b. Were not caused by any breach on our part.

    • Any indirect or consequential losses.

  48. Our liability to you will be limited to the amount that you pay us under the contract.


  49. We will try to resolve any disputes with you quickly and efficiently.

  50. If you are unhappy with the services, our service to you or any other matter, please contact us as soon as possible.

  51. If you and we cannot resolve a dispute using our internal complaint handling procedure, we will let you now that we cannot settle the dispute with you and give you certain information required by law about our alternative dispute resolution provider.

  52. For any court proceedings relating to this contract, the courts of England and Wales will have exclusive jurisdiction in relation to such proceedings.

  53. The laws of England and Wales will apply to the contract between us.

    Third party rights

  54. No one other than a party to this contract has any right to enforce any term of this contract.

    Upon signing this document:

    • You are agreeing to these terms for this and all future bookings,

    • You are consenting to us storing and processing your personal data in accordance with our Privacy Notice a copy of which can be found on our website – www.minkfarm.co.uk/privacy-policy

    • You are agreeing that we may make any changes to these terms by giving notice to you.

    • You are certifying that your dog(s) have been immunised against Hepatitis, Leptospirosis, Parvo Virus, Hard Pad and Distemper.

    • You are certifying that your cat(s) have been immunised against Cat Flu and Enteritis.