Daycare Terms
Daycare Hours: 8 AM – 11 PM.
Membership Terms
- Monthly Rolling Memberships: All memberships are rolling monthly with no minimum tie-in.
- Renewal Notice: Clients must notify us by the 20th of the month (for memberships starting on the 1st) or by the 5th of the month (for memberships starting on the 15th) if they do not wish to renew for the following month. Late cancellation requests will not be refunded.
- Non-Refundable Membership Payments:
- Once a membership payment has been processed, it is non-refundable.
- If you wish to cancel for the following month, you must notify us by the renewal deadline.
- Membership Processing:
- Unused Credits & Perks: Unused daycare sessions and membership perks do not roll over to the next month. All membership benefits must be used within the billing cycle in which they were issued.
- Membership changes are only processed on the 1st and 15th of each month.
- Downgrades can only take effect in the next billing cycle.
Members Who Run Out of Credits
- Each membership tier has its own pricing for additional daycare sessions beyond the included credits.
- Extended hours past 10 hours when purchasing additional daycare days follow the standard member hourly pricing:
- Single Membership: £4/hour
- Dual Membership: £6.60/hour
- Partial credits for increments smaller than 0.75 credits are not available.
Dual Membership Policy
- Both dogs must attend daycare together for each booking.
- If one dog cannot attend, the booking will still deduct 2 credits (one for each dog).
- We recommend keeping the other dog at home as well to utilise your maximum daycare sessions.
Daycare Booking & Usage
- 10-Hour Limit: 1 credit allows clients to select any 10-hour window within daycare hours.
- 5-Hour Limit: 0.75 credit allows clients a 5-hour window within daycare hours.
- Grace Period: 15-minute grace period applies beyond the chosen time window. Exceeding this incurs additional charges:
- Single Membership: £4/hour.
- Dual Membership: £6.60/hour.
- Late Collections After 11 PM: Urban Mutts closes at 11 PM. If a dog is not collected by 11:15 PM (inclusive of a 15-minute grace period), the dog will automatically be transferred to an overnight Hotel stay. The full overnight rate will be charged, and the dog will need to be collected the following day during opening hours.
- Paw As You Go Clients:
- £25 for the first hour, then £5.50 per hour thereafter.
- PAYG bookings cancelled less than 24 hours before the start time will be charged in full.
- No guaranteed extensions on the day of booking.
- PAYG clients do not receive member pricing on extended hours.
- Clients who choose not to keep a card on file will be restricted to daycare hours between 8 AM – 6 PM.
- Grace Period:
A 15-minute grace period applies beyond the booked time. Any time beyond this will be charged in full-hour increments at the PAYG rate. - Managing Short Bookings & Extensions:
Urban Mutts reserves the right to prioritise bookings based on availability. Requests for last-minute extensions may not always be accommodated. - Member Booking Priority:
Urban Mutts Members receive priority access to daycare bookings. If a day is fully booked in advance and a member requests a space, Urban Mutts reserves the right to cancel existing Paw As You Go bookings to accommodate the member. In such cases, affected PAYG clients will be informed as early as possible, and no charges will apply for the cancelled PAYG booking. - Late Payment Penalty
Clients agree to clear any outstanding balances no later than 24 hours after the service booking has taken place. After this point, a daily late penalty of 5% of the total booking amount will be applied. For example, a £47 booking would incur a £2.35 penalty per day until the balance is settled. - Same-Day Daycare Bookings
Same-day daycare bookings are exempt from our standard 24-hour cancellation policy and cannot be cancelled once confirmed. If a client books a same-day slot and then cancels, Urban Mutts reserves the right to charge the full amount to the card on file, particularly if the booking prevented other clients from being accommodated. Charges will be applied at our discretion based on business impact. Please only book same-day sessions if you’re certain of attendance.
Pack Integration Period (PIP)
- The PIP is an essential onboarding process and serves as an ongoing assessment during the initial period at Urban Mutts.
- If Urban Mutts is not the right fit for a dog, unused credits will be refunded according to the membership tier.
Hotel Bookings, Payment & Requirements
- Booking Confirmation
Urban Mutts does not operate on reservations or provisional holds. A booking is only confirmed once full payment has been received. Until payment is made, the space remains available to other clients.
- Cancellation Policy
- The cancellation period for Hotel bookings is 7 full days prior to the check-in date.
- Cancellations made 7 or more days in advance are eligible for a refund.
- Cancellations made within 7 days of the booking start date are non-refundable, regardless of length of stay.
- The 7-day policy applies to the entire booking, not just the first night.
- Changes may be permitted (at our discretion) if you wish to adjust the dates of your stay without reducing the number of nights.
- You can always add more nights to an existing booking if availability allows.
- For example, if you book a 9-night stay and cancel 6 days beforehand, the full 9 nights will still be charged. For a longer stay (e.g. 37 nights),
- Urban Mutts reserves the right to decide whether to refund any portion of the unused nights.
- Unpaid Bookings
- If your Hotel booking is not paid in full at least 7 days prior to check-in, it will be automatically cancelled and you will receive a cancellation confirmation.
- If you still wish to book after this point, you must contact us directly to check availability. Your dog’s Sleep Hut may have already been released and allocated to another client.
- Do not assume a booking is secure if payment has not been made. If you arrive without a confirmed and paid booking and we are at capacity, we reserve the right to turn you away.
- Hotel Pricing
- Off-Peak Rate: £103 per 24 hours
- Peak Rate: £116 per 24 hours during designated peak periods
- If your dog checks in on the final day of a peak period, the peak rate (£116) applies for the first 24 hours. After that, pricing will shift to off-peak (£103) if applicable.
Client Preparedness & Essentials
- Clients must ensure their dog has everything needed for their stay. Urban Mutts is not responsible for last-minute supply runs.
- If essential items (e.g., food) are missing, we may be able to purchase them on the client’s behalf, but this is subject to staff availability and incurs a service charge.
- We strongly recommend pre-weighing and individually bagging each meal to avoid confusion. If using pre-portioned food like Butternut Box, ensure adequate supply is provided.
- Urban Mutts stocks a selection of premium dog food brands on-site, including Orijen, Acana, 4Paws, Caboodle, WildPack, Carnilove, and Rockster.
- Due to our industry-leading 1:6 staff-to-dog ratio, we cannot guarantee staff availability to leave site for supply runs. In the event your dog’s food runs out or is not provided, we will use the most suitable alternative available on-site.
Feeding Instructions & Portion Sizes
- Urban Mutts works in grams for all food measurements.
- Clear feeding instructions must be provided before each Hotel stay.
- Vague instructions such as "whatever amount is fine" will not be accepted. Clients must know their dog's exact feeding amounts.
Lapsed Attendance
- Dogs who have not attended Urban Mutts for 6 months or more may be required to complete a new Taster Session prior to resuming services.
- This decision is made entirely at the discretion of Urban Mutts and is based on what we believe is in the best interest of the dog and the wider pack.
- While our location may remain familiar, the team, environment, and group dynamics can change significantly over time.
- Six months is a long time in dog terms — a reassessment helps ensure a safe, confident reintroduction for your dog and those around them.
Peak Times 2025
- February Mid-Term: Friday 14 February - Sunday 23 February
- Easter: Friday 28 March - Monday 21 April
- Early May Bank Holiday: Friday 2 May – Monday 5 May
- May Mid-Term: Friday 23 May - Sunday 1 June
- Summer: Friday 11 July - Sunday 31 August
- October Mid-Term: Friday 17 October - Sunday 2 November
- Christmas: Monday 8 December - Sunday 4 January
Grooming Policy
- Deposit Requirement: A 50% deposit is required to secure grooming appointments.
- 48-Hour Cancellation Policy: Cancellations must be made at least 48 hours before the scheduled appointment to avoid forfeiting the deposit.
- Repeated No-Shows: Urban Mutts reserves the right to require 100% non-refundable payment for clients who repeatedly miss appointments.
- Grooming Corrections Policy:
- If a client is dissatisfied with a groom, they must notify us within 14 days (two weeks) of the appointment.
- Requests for corrections beyond 14 days will not be accepted.
- Collection & Grace Period:
- Clients will be contacted 15–20 minutes before their dog is ready to be collected.
- A 15-minute grace period applies from the time of collection notification.
- If the dog is not collected within this time, late collection fees will apply, charged in line with daycare rates (minimum £25).
- Females in Season:
Dogs in season must not attend grooming appointments. From the first sign of spotting, females must not visit for grooming for a minimum of 3 weeks.
Clients must inform the grooming team as soon as their dog comes into season.
If you fail to notify us and attend the appointment, the deposit will be forfeited and a new booking will be required.
Pricing Structure
- All grooming prices are advertised as 'From', meaning they are starting prices.
- Urban Mutts reserves the right to adjust final charges based on factors such as coat condition, size, and behaviour of the dog.
- Clients will be informed of any additional costs prior to the grooming session.
Severely Matted Coats & Groomer Discretion
- Urban Mutts prioritises the dog's welfare above aesthetics. If a dog’s coat is severely matted, we may need to take necessary measures to prevent discomfort and suffering.
- De-matting can be painful. If removing mats causes distress or pain, we may determine that shaving the coat is the most humane option in line with the Animal Welfare Act 2006.
- Clients will always be contacted for permission before any de-matting or shaving procedures take place.
- Additional fees apply for matting, depending on severity. This covers the extra time, care, and wear on equipment required.
- Urban Mutts is not responsible for minor nicks, cuts, or irritation resulting from mat removal. Post-shave skin irritation or underlying conditions may become apparent.
Behavioural Issues
- Clients must inform Urban Mutts of any known aggressive or anxious behaviours their dog may have.
- Behavioural charges may be applied depending on the severity of the behaviour and the additional time, skill, and equipment required to safely groom the dog.
- Urban Mutts reserves the right to refuse or stop services at any time before or during the grooming process due to aggression, stress, or health concerns.
Health and Medical Conditions
- Owners must inform Urban Mutts of any pre-existing medical conditions or allergies their dog may have.
- Urban Mutts is not liable for any adverse reactions or aggravation of existing medical conditions that occur during or after the grooming process.
Females in Season
- If your female dog is in season, she must not attend Urban Mutts under any circumstances.
- For grooming: from the first sign of spotting, she must not attend for a minimum of three weeks.
- For daycare and hotel: she must not attend until four full weeks have passed after the final day of spotting.
- If a female in season arrives for a booking, she will be refused entry and any applicable charges may still apply.
- If a female comes into season while at Urban Mutts for daycare or a hotel stay, she will be immediately placed into isolation for her safety and the wellbeing of the wider pack. The owner (or emergency contact) will be contacted and must collect her within two hours.
- This policy is in place to prevent disruption to the pack, reduce the risk of unwanted attention or stress from male dogs, and maintain a safe and calm environment.
- For hotel bookings, please plan carefully around your dog’s cycle. If you suspect she may come into season close to your intended stay, we recommend choosing alternative dates.
- Urban Mutts reserves the right to turn away any female dog we believe to be in or approaching season.
Fleas and Parasites
- If fleas or parasites are discovered during grooming, the session will be halted, and the owner will be contacted to collect their dog immediately.
- Due to necessary salon decontamination, the full cost of the groom will still be charged and is non-refundable.
- An additional fee may be incurred for salon cleaning and disinfection.
Late Pick-Ups
- All grooming appointments must be collected on time.
- Late pick-ups will incur additional charges, starting at a minimum of £25, in line with Daycare rates.
Photographs & Videos
- Urban Mutts may use photos or videos of your dog taken during their visit for marketing and promotional purposes.
- If you prefer your dog not to be featured, please inform us in advance.
By entrusting your dog to Urban Mutts for grooming services, you acknowledge and agree to the above terms and conditions.
Client Responsibilities
- Identification Compliance: All dogs must wear a collar with an ID tag displaying the owner’s surname and address, as required by UK law (Control of Dogs Order 1992).
- Microchipping: All dogs must be microchipped, in line with UK regulations.
- Vaccinations:
- All dogs must be vaccinated against DHP (Distemper, Hepatitis, and Parvovirus) and Leptospirosis.
- Kennel Cough vaccination is strongly recommended but not mandatory.
- Clients must provide proof of vaccination before their dog's stay. Dogs will not be accepted without valid vaccination records.
- Health & Behaviour Disclosure: Clients must inform Urban Mutts of any known health issues, behavioural traits, or special care requirements that could affect their dog’s stay.
- Provision of Essentials: Clients are responsible for supplying all necessary items for their dog’s stay, including food, medication, bedding, and comfort items. Urban Mutts is not responsible for providing these unless explicitly agreed.
- Emergency Contact: Clients must provide an emergency contact who is not the owner. This person must be available to make decisions on the owner’s behalf if needed.
- For Hotel stays, if the owner is leaving the country or will be more than two hours away from London, an emergency contact must be provided who is local and available to assist if necessary.
- Adherence to Policies: Clients agree to follow all Urban Mutts policies and procedures as outlined in these Terms & Conditions.
Aggressive or Disruptive Dogs
- Urban Mutts reserves the right to suspend or permanently remove dogs from daycare, hotel, or grooming services due to aggression or disruptive behaviour. Decisions made by Urban Mutts staff are final.
- For the safety of all dogs in our care, Urban Mutts reserves the right to isolate any dog displaying aggressive, reactive, or unsafe behaviour until they are collected by their owner or emergency contact.
- Animal welfare is our top priority. If a dog is not suitable for Urban Mutts, we will inform the client directly.
Payment Processing & Card on File
- All clients must have a valid payment card on file.
- Grooming deposits are taken at the point of booking.
- Daycare sessions are charged on collection, based on the number of hours used.
- All outstanding payments must be settled before any further services can be provided.
- Clients must clear any unpaid balance no later than 24 hours after the booking ends. After this point, a 5% daily late penalty will be applied to the total booking amount for each day the payment remains unpaid.
Social Media & Marketing Consent
- By agreeing to our Terms & Conditions, you consent to photos/videos of your dog being used in Urban Mutts' social media, newsletters, and marketing materials.
- If you prefer your dog not to be featured, please inform us in advance.
- Opt-out requests apply to future content only; previously posted material will not be removed.
- Due to safeguarding, we will not name dogs in social media posts unless permission is granted by the owner (e.g., for Dog of the Month social posts).
