Contact and Support Policy
How to reach us, how quickly we reply, and what to do out of hours.
Draft — pending review by qualified counsel
This document is a structurally complete draft written by the development team so the acceptance and versioning machinery could be built and tested. It has not been reviewed by a lawyer and must not be relied on as legal advice. Passages marked [OWNER: …] or [COUNSEL: …] require a decision before publication.
How to reach us
Contact details are published on our contact page. We only publish channels we actually monitor.
Response times
[OWNER: state the target response time for email and for booking requests. The site currently tells customers "we aim to respond to booking requests within one business day" — confirm or correct this.]
Out of hours
Emergencies concerning an animal currently in our care are handled under the Emergency Veterinary Authorization. [OWNER: publish the out-of-hours contact route.]
Complaints
Tell us what went wrong and what you would like done. [OWNER + COUNSEL: escalation route and any regulator a customer can go to.]
Other policies
- Privacy Policy
- Terms of Service
- Boarding and Service Agreement
- Cancellation and Refund Policy
- Payment and Deposit Terms
- Pet Document and Vaccination Record Policy
- Emergency Veterinary Authorization
- Cookie and Analytics Notice
- Accessibility Statement
Contact us if anything on this page is unclear.