1.1 All cats are boarded at The Owner / Carer's risk. Langholme Boarding Cattery Limited will provide its boarding services with reasonable care and skill and will take reasonable precautions to protect each cat's health, welfare, safety and security. Langholme Boarding Cattery Limited will not be liable for illness, injury, loss, damage or death arising from an underlying or pre-existing condition, the natural behaviour of the cat, interactions between cats from the same household sharing accommodation, information or instructions which were inaccurate, incomplete or not disclosed by The Owner / Carer, or circumstances reasonably outside Langholme Boarding Cattery Limited's control, except to the extent directly caused by Langholme Boarding Cattery Limited's negligence, breach of contract or breach of statutory duty.

Any allegation of negligence must identify the act or omission relied upon and must be supported by reasonable evidence. Langholme Boarding Cattery Limited will not accept liability based solely upon an unsupported allegation. Nothing in these Terms and Conditions excludes or restricts any liability that cannot lawfully be excluded or restricted.

1.2 Cats will only share boarding accommodation in accordance with Section 2. Express written permission is required and Langholme Boarding Cattery Limited may separate cats where reasonably necessary to protect their health, welfare or safety.

1.3 All cats should be registered with a veterinary practice and the contact details should be provided to the cattery.

1.4 All animals must be transported in a secure and suitable pet travel carrier.

1.5 Langholme Boarding Cattery Limited reserves the right to refuse out-of-hours drop-offs and collections.

1.6 Customer Updates and Communication

During busy or peak periods, Langholme Boarding Cattery Limited is not obliged to provide photographs, videos, daily updates or updates on demand. While we will make reasonable efforts to respond to customers and provide updates when operationally possible, these are not guaranteed and may be delayed or unavailable.

The welfare, safety and day-to-day care of every cat in our care will always take priority over routine customer communication and the preparation or sending of photographs, videos and updates. This clause does not affect our responsibility to contact The Owner / Carer or The Nominated Emergency Contact where reasonably necessary in connection with an emergency, illness or material welfare concern.

2.1 Only cats from the same household may share the same boarding accommodation. The Owner / Carer must give express written permission for the cats to share before the stay begins.

2.2 Langholme Boarding Cattery Limited will take reasonable care when cats share accommodation but cannot guarantee how cats from the same household will behave towards one another in a different environment. Langholme Boarding Cattery Limited will not be liable for injury caused by one cat to another cat from the same household unless directly caused by Langholme Boarding Cattery Limited's negligence. If Langholme Boarding Cattery Limited considers separation reasonably necessary to protect the health, welfare or safety of either cat, it may separate them without first obtaining further consent. Any additional accommodation charges will be payable by The Owner / Carer, subject to accommodation being available.

3.1 All pets boarded must be fully vaccinated, and the current vaccination certificate must accompany each pet during their stay.

3.2 The vaccination certificate must remain in the possession of Langholme Boarding Cattery Limited throughout the period of boarding.

3.3 Failure to provide a valid vaccination certificate for each pet will prevent them from boarding.

3.4 This must show a booster vaccination having taken place within the last 12 months and signed off by a qualified veterinary surgeon.

3.5 The certificate must show the booster having been administered as part of a course of vaccinations.

3.6 Cat vaccinations must safeguard against Cat Flu and Feline Enteritis; however, we do not insist upon vaccination for Feline Leukaemia.

3.7 All cats must have received an appropriate and effective flea treatment before boarding, in accordance with the product instructions and any veterinary advice applicable to that cat. The Owner / Carer must disclose when the treatment was administered, the product used and any known previous reaction.

3.8 If a cat arrives with fleas or evidence of another parasite, Langholme Boarding Cattery Limited may refuse admission, isolate the cat where reasonably necessary, contact The Owner / Carer or The Nominated Emergency Contact, and/or seek veterinary advice or treatment. Any treatment will only be administered with the agreement of The Owner / Carer or The Nominated Emergency Contact, or on the advice or direction of a veterinary surgeon where treatment is reasonably required to protect the affected cat or other cats in our care. The Owner / Carer will be responsible for all reasonable treatment, veterinary, transport, cleaning and associated costs.

3.9 An appropriate and effective worming treatment must have been administered before boarding in accordance with the product instructions and any veterinary advice applicable to the cat. The Owner / Carer is responsible for checking the treatment's period of effectiveness with their veterinary practice.

4.1 The Owner / Carer must provide complete, accurate and up-to-date information at the time of booking about each cat's health, medical history, current or recent illness, medication, dietary requirements, allergies, infectious-disease exposure, vaccination status, behaviour, aggression, handling difficulties, escape attempts and any other matter which could reasonably affect the cat's care or the health, welfare or safety of the cat, other cats or cattery staff.

4.1.1 If any relevant condition, symptom, behaviour or other information arises or changes after the booking is made, The Owner / Carer must notify Langholme Boarding Cattery Limited immediately and, wherever possible, no later than 48 hours before arrival. The 48-hour period does not permit The Owner / Carer to delay reporting a matter requiring earlier or urgent disclosure.

4.2 If relevant information has not been disclosed, is inaccurate or is incomplete, Langholme Boarding Cattery Limited may refuse admission, isolate the cat, alter reasonable care arrangements, seek veterinary advice or treatment, or require the cat to be collected early. The Owner / Carer will remain responsible for the agreed boarding fees and all reasonable additional costs arising from the non-disclosure, subject to applicable law.

4.3 Medicine will only be administered as per instruction from a qualified vet.

4.4 The Owner / Carer must provide written consent to Langholme Boarding Cattery Limited to administer medication, and this must detail instruction on how to administer medication as provided by The Owner / Carer or vet.

4.5 If deemed necessary, The Owner / Carer must provide training on how to administer medication as provided by The Owner / Carer or vet.

4.6 Medication will only be used for the animal for which it is prescribed and following a veterinary surgeon's instructions.

4.7 Medications will be clearly labelled and stored safely at the correct temperature.

4.8 All unused medicines will be returned to The Owner / Carer on departure.

4.9 Where animals require wiping of eyes, grooming or other cleaning regimes, these will be carried out frequently enough to keep the animal clean and comfortable, providing it is safe to do so.

4.10 Langholme Boarding Cattery Limited reserves the right to contact The Owner / Carer's veterinary surgeon to discuss any past or current medical problems in the event of illness or injury.

4.11 Langholme Boarding Cattery Limited will administer medication to manageable cats. However, should there be a risk of harm to cattery staff or to the cat itself, veterinary care may be needed. Except as otherwise set out in these terms and conditions, any veterinary fees incurred will be charged to The Owner / Carer of the cat.

4.12 Langholme Boarding Cattery Limited reserves the right to refuse admission to, or require the early collection of, any cat that is unwell, may present an infectious-disease risk, cannot be handled or cared for safely, presents a risk to cattery staff or other cats, or whose needs Langholme Boarding Cattery Limited reasonably considers it cannot safely meet.

5.1 Langholme Boarding Cattery Limited will exercise reasonable care and skill and take reasonable precautions in relation to every cat boarded. Its liability remains subject to clause 1.1 and nothing in this section excludes or restricts any liability that cannot lawfully be excluded or restricted.

5.2 If a cat appears to require veterinary advice or treatment during its stay, Langholme Boarding Cattery Limited will, where circumstances reasonably permit, attempt to contact The Owner / Carer and/or The Nominated Emergency Contact before arranging treatment.

5.3 The Owner / Carer must provide accurate contact details for themselves and for a Nominated Emergency Contact who is available, authorised and able to make decisions concerning the cat and any veterinary treatment or expenditure during the stay.

5.4 Langholme Boarding Cattery Limited's reasonable attempts to make contact may include telephone calls, voicemail messages, SMS/text messages and WhatsApp messages to the contact details supplied for The Owner / Carer and/or The Nominated Emergency Contact. Langholme Boarding Cattery Limited may retain call logs, screenshots, message records and other communication records as evidence of those contact attempts. A missed call, voicemail, sent text message or sent WhatsApp message recorded on Langholme Boarding Cattery Limited's device or communication system will be evidence that the relevant contact attempt was made, whether or not it was answered, opened, read or acknowledged.

5.5 If neither The Owner / Carer nor The Nominated Emergency Contact can be reached promptly, or if waiting for a response could risk avoidable pain, suffering, deterioration or harm, Langholme Boarding Cattery Limited is authorised to obtain veterinary advice and arrange examination, transport, medication, investigation or treatment which it or the attending veterinary surgeon reasonably considers necessary.

5.5.1 Langholme Boarding Cattery Limited may use The Designated Veterinary Surgeon where reasonably available and practicable. If that practice is unavailable, inaccessible, unable to offer a sufficiently prompt appointment, or otherwise unsuitable in the circumstances, Langholme Boarding Cattery Limited may use one of its appointed veterinary practices or another suitably qualified veterinary provider.

5.5.2 The Owner / Carer authorises the attending veterinary surgeon to make clinical decisions in the cat's best interests. Where a veterinary surgeon considers euthanasia immediately necessary to prevent further suffering and it is not reasonably practicable to obtain instructions from The Owner / Carer or The Nominated Emergency Contact in time, the veterinary surgeon may act in accordance with their professional judgment.

5.6 The Owner / Carer is responsible for all reasonable veterinary, medication, treatment, transport and associated costs incurred under this section. These costs must be paid in full on or before collection. The Nominated Emergency Contact will only be personally responsible for payment where they have separately agreed to accept that responsibility.

5.7 The Owner / Carer is responsible for determining whether any costs are covered by their pet insurance. Langholme Cattery Limited is not responsible for submitting or administering an insurance claim or for an insurer's refusal to meet any cost.

5.8 Langholme Cattery Limited will act reasonably in the circumstances but will not be responsible for delay caused by the unavailability of a particular veterinary practice, traffic, adverse weather, communications failure or another circumstance reasonably outside its control.

6.1 In an emergency, Langholme Boarding Cattery Limited will make reasonable attempts to contact The Owner / Carer and/or The Nominated Emergency Contact using one or more of the methods and records described in clause 5.4.

6.2 The Designated Veterinary Surgeon will be contacted and engaged if required — please refer to the clauses in Section 5, Emergencies / Illnesses.

6.3 Langholme Boarding Cattery Limited is not required to delay urgent veterinary attention while awaiting a response. The Owner / Carer will be updated as soon as reasonably practicable, having regard to the cat's immediate welfare and the circumstances of the emergency.

7.1 We do accept animals with aggressive or destructive temperaments at the discretion of Langholme Boarding Cattery Limited.

7.2 In cases where animals are left that prove to be aggressive towards other animals or staff, or destructive to our facilities, we may contact The Owner / Carer to arrange their removal.

7.3 All damage caused by an animal to any area will be chargeable to The Owner / Carer or The Nominated Emergency Contact.

8.1 Langholme Boarding Cattery Limited operates a minimum age policy of 4 months.

8.2 Male cats over the age of six months are only accepted if they have been neutered.

9.1 We strongly recommend your animal be kept on the same diet.

9.2 Each animal will be fed according to The Owner / Carer's preference and the animal's own dietary needs. Langholme Boarding Cattery Limited provides wet and dry animal food unless the animal is on a special diet specified by their vet or The Owner / Carer. We will work with The Owner / Carer to ensure their animal's dietary requirements and eating habits are met.

9.3 All food is stored and prepared correctly. As a minimum, all animals will be fed 2 meals per day, 8 hours apart.

9.4 If Langholme Boarding Cattery Limited does not stock the food you feed, it is The Owner / Carer's responsibility to supply enough food for the duration of your animal's stay.

9.5 If The Owner / Carer does not supply the food your pet normally eats, Langholme Boarding Cattery Limited is not held liable for any conditions resulting from a change of diet.

9.6 Langholme Boarding Cattery Limited will use all reasonable endeavours to feed as instructed by The Owner / Carer. However, alternative diets or brands may be fed if the animal is not eating its usual diet.

10.1 We supply plastic hygienic beds, soft bedding or a platform bed for animals.

10.2 We request that The Owner / Carer provide any soft bedding that you wish your animal to have during their stay.

10.3 Langholme Boarding Cattery Limited takes no responsibility for loss or damage to any supplied bedding, leads, toys or any other items accompanying your animal's stay.

11.1 Whilst every care will be taken by Langholme Boarding Cattery Limited, all belongings left with us after 7 days following boarding will be disposed of.

12.1 The Owner / Carer is charged for each day.

12.2 All outstanding fees must be paid in full on or before the time of collection.

12.3 Should the stay be extended by The Owner / Carer for any reason, extra days will be charged at the daily rate.

12.4 If the stay is curtailed, the full price may remain payable, but Langholme Boarding Cattery Limited, at their discretion, may offer a refund for unused days, except during busy periods where it is not possible to re-allocate the accommodation.

13.1 A No-Show is the term used for a booking where The Owner / Carer has failed to present their animal for boarding within 24 hours of the first day of the booking.

13.2 In this instance, The Owner / Carer automatically understands that Langholme Boarding Cattery Limited can cancel the booking at their discretion.

13.2.1 As a result, The Owner / Carer further agrees to be liable in full for all boarding fees and agrees to pay on receipt of a Langholme Boarding Cattery Limited invoice.

14.1 Langholme Boarding Cattery Limited reserves the right to charge for the whole period originally booked in the event of late cancellation, non-attendance/arrival, or late adjustment to the original period booked.

14.2 Cancellation of, and amendments to, the full boarding period within 7 working days of its commencement will require payment of the full boarding fees, for which Langholme Boarding Cattery Limited will issue an invoice for The Owner / Carer to pay in full.

15.1 If The Owner / Carer's cat(s) are not collected on the agreed departure date (whether original or amended), charges will continue to accrue on a daily basis until collection. Such charges are not limited to boarding fees and may include any and all reasonable costs incurred in relation to the cat(s), including but not limited to boarding, feeding, administration, vaccinations, veterinary treatment, medication, transportation, and any other associated care or welfare costs.

Langholme Boarding Cattery Limited will make reasonable attempts to contact The Owner / Carer and/or The Nominated Emergency Contact using the contact details provided at the time of booking. However, failure to make contact does not affect The Owner / Carer's obligations under this agreement.

Where the cat(s) remain uncollected, Langholme Boarding Cattery Limited reserves the right to issue a formal written notice to The Owner / Carer at their last known postal and/or email address. Service of such notice shall be deemed effective upon sending.

The notice will:

• Confirm the total outstanding balance at the date of the notice
• Specify a deadline for full settlement of all outstanding charges and collection arrangements, being not less than 14 days from the date of the notice
• Confirm that charges will continue to accrue until the cat(s) are collected

All communication from The Owner / Carer must be made strictly in writing. No verbal discussions, telephone calls, or informal communications shall be accepted or relied upon for any purpose, including but not limited to payment confirmation, extensions, or collection arrangements.

Full and cleared payment of all outstanding charges must be received by Langholme Boarding Cattery Limited on or before the stated notice deadline, together with written confirmation requesting collection.

For the avoidance of doubt:

• Payment alone without written confirmation of collection will not be sufficient
• Written communication without full cleared payment will not be sufficient

If both full payment and valid written communication are not received by the notice deadline, the cat(s) will be deemed uncollected and The Owner / Carer in breach of this agreement.

Collection will only be permitted:

• Following full cleared payment
• By prior written agreement
• With a minimum of 48 hours' written notice
• At a confirmed appointment time

If the cat(s) are not collected within the notice period, they will be deemed abandoned in accordance with the Torts (Interference with Goods) Act 1977.

Upon abandonment, Langholme Boarding Cattery Limited shall be entitled, at its absolute discretion, to:

• Rehome the cat(s) or transfer them to a suitable animal welfare organisation
• Treat all ownership rights as relinquished
• Retain any sums already paid
• Recover all outstanding charges and any additional costs incurred (including but not limited to those listed above) through legal action

Langholme Boarding Cattery Limited will continue to comply with its duty of care under the Animal Welfare Act 2006 for as long as the cat(s) remain in its care.

Langholme Boarding Cattery Limited shall not be liable for any loss, claim, or damages arising following lawful rehoming or disposal of the cat(s) in accordance with this clause.

16.1 Except where clause 16.4 applies, all boarding fees and any additional charges must be paid in full on or before collection by an accepted payment method. If a stay is extended or additional costs are incurred, those sums must also be paid in full on or before collection.

16.2 A booking is provisional until Langholme Boarding Cattery Limited has received the deposit amount stated at the time of booking. The deposit must be paid at the time the booking is made. No booking is confirmed and no accommodation is reserved until the deposit has been received in cleared funds and Langholme Boarding Cattery Limited has issued confirmation.

16.3 All deposits are non-refundable and non-transferable. They cannot be moved to another booking, date, cat or customer. The deposit will be deducted from the final balance for the booking to which it relates.

16.4 For Christmas, Easter, bank holidays and any other seasonal or peak period identified by Langholme Boarding Cattery Limited at the time of booking, the full booking price must be paid in advance by the deadline stated in the booking confirmation. The booking may be cancelled if cleared payment is not received by that deadline, without affecting any cancellation charges or other sums properly due under these Terms and Conditions.

16.5 The Owner / Carer must ensure all bank-transfer payments include their surname and the cat's name as the payment reference.

17.1 The Owner / Carer is also agreeing to our Privacy Policy, which can be found on our website, when accepting these Terms and Conditions.

17.2 It is The Owner / Carer's responsibility to familiarise themselves with this Privacy Policy.

17.3 Langholme Boarding Cattery Limited may update these Terms and Conditions where reasonably necessary, including to reflect changes in law, licensing requirements, veterinary or welfare guidance, safety requirements, services, payment arrangements or reasonable operational requirements. Updated terms will be published on Langholme Boarding Cattery Limited's website with their effective date. Where a change materially affects a confirmed booking, Langholme Boarding Cattery Limited will take reasonable steps to bring it to The Owner / Carer's attention.

18.1 It is The Owner / Carer's responsibility to ensure they have familiarised themselves with Langholme Boarding Cattery Limited's Terms and Conditions and associated schedules, and to acknowledge that when making a booking with Langholme Boarding Cattery Limited by any communication channel, you are accepting these Terms and Conditions.

18.2 Langholme Boarding Cattery Limited reserves the right to vary these Terms and Conditions in accordance with clause 17.3.

19.1 Langholme Boarding Cattery Limited may refuse admission, cancel, suspend, shorten or otherwise alter a booking where reasonably necessary because of an emergency, fire, flood, severe weather, utility or equipment failure, infectious-disease risk, veterinary or animal-welfare concern, staffing emergency, government or licensing restriction, closure of or damage to the premises, or another event reasonably outside Langholme Boarding Cattery Limited's control.

19.2 Langholme Boarding Cattery Limited will give as much notice as is reasonably practicable in the circumstances. Where immediate action is reasonably necessary to protect cats, people or the premises, advance notice may not be possible.

19.3 If Langholme Boarding Cattery Limited cancels a booking before the stay begins in circumstances where The Owner / Carer is not in breach of these Terms and Conditions, any boarding fees paid for services that will not be provided will be refunded. If a stay is shortened, any refund will relate only to the unused boarding period, after deduction of any outstanding charges or reasonable costs properly incurred.

19.4 Langholme Boarding Cattery Limited is not responsible for arranging alternative boarding and, to the fullest extent permitted by law, will not be liable for indirect or consequential losses or expenses arising from cancellation or disruption, including travel, accommodation or holiday costs. Nothing in this section excludes or restricts any liability that cannot lawfully be excluded or restricted.