About Luna’s Doggie Den
Luna’s Doggie Den is fully licensed and insured. I hold professional certification in dog walking, canine first aid, and nutrition, as well as an Ofqual-regulated Level 3 qualification in Professional Day Care and Boarding, ensuring that all care at the Den meets the highest standards of animal welfare, safety, and professional conduct.

TERMS & CONDITIONS

Luna’s Doggie Den (“we”, “us”, “our”) is the trading name of Tracey Robertson.
Website: www.lunasdoggieden.com
Email: hello@lunasdoggieden.com

By accessing our website or using our services (dog walking, daycare, home-boarding, pop-ins, transport) you agree to be bound by these Terms & Conditions. If you do not agree with any part of these Terms, please do not use our website or services.

General Conditions

1.1 We reserve the right to refuse service to anyone for any reason at any time.
1.2 Our services are designed to provide calm, structured, home-based care for dogs in a residential setting. To maintain safety, welfare, and hygiene, we set specific requirements and may decline or terminate care where these are not met.

1.3 Suitability for a Home/Pack Setting
Your dog must be suitable for a home/pack environment: friendly, domestically accustomed, and comfortable around other dogs and humans. Dogs with a history of aggression toward people or other dogs must be disclosed at booking — we may decline or place conditions on care.

To maintain safety, unneutered male dogs are not accepted (except puppies below neutering age). Unspayed bitches may be accepted under certain circumstances (e.g., awaiting spaying after a season). Bitches in season must always be disclosed and cannot be accommodated.

1.4 Hygiene Measures
For male dogs (and any female dogs likely to mark), a clean nappy (provided by us) is required when transporting the dog and during the first few sessions at Luna’s Doggie Den. This is a preventative hygiene measure to keep the environment clean and safe for all guests, my family, and other dogs.

Services & Availability
2.1 Our services include:

  • Early Riser Enrichment (including local transport, long countryside walk, enrichment activities, play, cuddles & rest)

  • Retreat Day at the Den (including transport, long countryside walk, enrichment activities, play, cuddles & a restful afternoon)

  • Dog walks, pop-in visits and home boarding have limited availability.

From June 2026:

  • Late Riser Enrichment (including local transport, long countryside walk, enrichment activities, play, cuddles & rest)

  • Adventure Day at the Den (including transport, 2x long countryside walks, enrichment activities, play, cuddles & a restful afternoon)

  • Home-boarding (including two walks per day, enrichment activities, play, cuddles, rest and overnight care)

2.2 All services must be booked and confirmed in advance via WhatsApp, email or via our website or booking form.
2.3 We limit the number of dogs at Luna’s Doggie Den to maintain welfare and supervision — the maximum number will align with our license conditions.
2.4 We will be closed for approximately two weeks during summer and one week at Christmas each year. Exact dates will be shown as unavailable on our online booking calendar; care cannot be provided during these periods.

If you would like, we can try to help arrange cover with another local professional — please let us know in advance, and we will do our best to assist.

Pricing, Booking & Payment

3.1 Session Fees
Session fees are published on our website and may change with prior notice. All bookings must be paid in accordance with the instructions provided at the time of booking.

3.2 Occasional Guests
Occasional guests (one-off bookings) must pay in full once the booking has been confirmed to secure their session. Payment is non-refundable.

3.3 Regular Daycare Clients
Regular clients (with multiple sessions booked on a monthly basis) will be invoiced at the beginning of each month, with payment due on or before the last working day of that month. Late payments will incur a 5% late payment fee, and future sessions may only be booked once all outstanding invoices are cleared. Repeated late payment may result in sessions being required to be paid in advance.

3.4 First Month of Bookings
For new clients, invoices for the first month of bookings will be issued at the beginning of the month, with payment required on receipt. Bookings are confirmed once payment has been received. Once payments have been received on time and in full during the first month, clients will move to the standard monthly invoicing schedule outlined above.

3.5 Cancellation Policy
Regular clients must notify me upon receipt of their monthly invoice if any sessions are not required for that month; otherwise, all booked sessions will be charged in full, except in cases of genuine emergencies.

3.6 Holiday Notice
We love to keep our weekly spaces full and dogs happy! If you know in advance that your dog will be away or not require their usual daycare sessions, please let us know as soon as possible. This helps us plan the schedule and offer the space to another dog

3.7 Boarding
For boarding stays, 50% of the total fee is payable at the time of booking to secure the reservation. The remaining balance must be paid in full before your dog’s arrival. Payment secures your dog’s place, and bookings cannot be confirmed until the deposit has been received.

Dog Welfare & Safety – Suitability & Behaviour

4.1 Health & Preventative Care
All dogs must be microchipped, up to date with routine vaccinations, and receiving regular flea, tick, and worming treatments. Proof of vaccination is required before bookings are accepted.

4.2 Neutering, Spaying & Seasons

  • Unneutered male dogs are not accepted, except puppies below neutering age.

  • Unspayed bitches may be accepted under certain circumstances (e.g., awaiting spaying within 3 months of their last season).

  • Bitches in season must always be disclosed and cannot be accommodated.

4.3 Owner Declarations
Owners must declare any food allergies, sensitivities, behavioural concerns, or health issues at the time of booking. Failure to disclose relevant information may result in services being withdrawn.

4.4 Meet & Greet Walk (with owner)
All new dogs must complete a complimentary Meet & Greet Walk with their owner, Luna, and myself before any bookings. This allows me to assess behaviour, confidence, recall, and interaction in a calm, controlled setting. Owner participation is required.

4.5 Trial Walk (without owner)
Before attending daycare or home boarding, all new dogs must also complete a countryside walk without their owner. This allows dogs to bond with me and Luna in a safe, structured environment, experience a typical session, and enables me to assess suitability for off-lead and group activities.

4.6 Trial & Familiarisation

  • Daycare: The first session is treated as a trial. Dogs must demonstrate suitability and settle well to continue attending.

  • Home Boarding: A mandatory trial overnight stay is required before bookings are accepted. Only one new dog (or multiple dogs from the same household) at a time alongside Luna.

  • Optional home familiarisation visits may be offered if needed.

4.7 Off-Lead Walking
Dogs may participate in off-lead walks only if it is safe, appropriate, and with owner consent. New dogs will begin walks on a short or long lead until suitability is confirmed.

4.8 Standards of Care
I supervise, exercise, and care for all dogs in accordance with statutory guidance for daycare and boarding, as well as higher-level licensing standards, prioritising welfare, safety, and individual needs at all times.

Meals & Nutrition

For safety reasons, our early riser dogs should not be fed a main meal within 2–3 hours before collection. Eating shortly before energetic exercise can increase the risk of gastric dilatation–volvulus (GDV), commonly known as bloat, which is a serious and potentially fatal condition. To reduce this risk, I kindly ask that owners do not feed their dog prior to their Early Riser Enrichment Session.

5.1 For our Early Riser Enrichment Sessions, dogs will be fed their breakfast after their countryside walk. Please provide your dog’s usual meal.

5.2 To support safe feeding and enrichment, any homemade foods may be offered as part of enrichment activities, such as on licky mats, rather than as full meals. Home-made meals are prepared using simple, wholesome ingredients, including meat, poultry, vegetables, and pulses.

5.3 Please disclose any food allergies, sensitivities, or dietary restrictions at the time of booking. 

5.4 Enrichment activities may include licky mats, puzzle games, snuffle mats, and food-dispensing Kong-style toys. If you would like your dog to receive specific dried treats during enrichment activities, please provide these clearly labelled.

Transport
6.1 Transport is included for all our Daycare sessions provided you live within a 2-mile radius of Luna’s Doggie Den (CR2).
6.2 Dogs are secured safely in accordance with the Highway Code.

6.3 Dogs are required to wear a harness for transportation. For medium, large, and extra-large dogs, Luna’s Doggie Den will aim to provide an Ancol Extreme Hybrid Harness, which incorporates a retractable lead. For small dogs, owners should provide a correctly fitting harness.

6.4 All marking dogs must be disclosed as they will be required to wear a supplied nappy when using transport and during initial sessions.

Daycare & Extras

Early Riser Enrichment Sessions
Includes local transport and a full morning, countryside walk and enrichment activities.
Current rate: £30 for regular clients (£35 for ad hoc bookings)

Late Riser Enrichment Sessions 
Includes local transport, enrichment activities. and a countryside walk, ending Mid-afternoon.
Current rate: £30 for regular clients (£35 for ad hoc bookings)

Retreat Day at the Den
Includes local transport, enrichment activities. and a countryside walk, followed by a lazy afternoon of calm companionship, cuddles and rest.
Current rate: £40 (£45 for ad hoc bookings)

Rest & Recharge Day at the Den
Includes local transport, a countryside walk, followed by enrichment activities, and a lazy afternoon.

Current rate: £40 (£45 for ad hoc bookings)

Adventure Day at the Den
Includes local transport, 2x countryside walks, and enrichment activies, play, and rest.
Current rate: £45 (£50 for ad hoc bookings)

Extended Adventure Day at the Den
Includes local transport, 2x countryside walks, and enrichment activies, play, and rest.
Current rate: £60 (£55 for ad hoc bookings)

Morning  and Early Afternoon Walks (subject to availability)

1-1.5 hours of countryside adventure, including pick-up and drop-off.
Current rate: £20

Pop-in Services (subject to availability)

  • Half-hour visit: £15

  • Half-hour visit with local walk: £22

Overnight Boarding
Includes two walks per day (one shorter), care, supervision, and overnight accommodation. Transport and meals are not included.

Boarding periods
Our overnight boarding rate covers a 24-hour stay, starting either from the morning drop-off (around 7:15 am) or evening drop-off (around 7:15 pm). Longer stays that extend beyond this period will incur an additional daycare charge.

Standard rate
£50 per night

Loyalty rate for regular weekly clients
£40 per night*

*Boarding for regular daycare guests
If your dog’s stay includes one of their usual weekly full daycare days, that daytime session will be charged at the usual full daycare rate for that booking (e.g. Retreat Day or Adventure Day). All other nights during the stay will be charged at the applicable overnight boarding rate, which is based on either our Retreat Day at the Den or our Rest & Recharge Day at the Den care plus an overnight stay. If a second countryside walk is required, there will be a surcharge of £10 per day.

Hygiene, Cleanliness & Environment
8.1 We maintain high standards of cleanliness and safety in accordance with council and national welfare standards.
8.2 Owners must inform us if their dog is unwell or has infectious disease; pets must not attend if showing symptoms.
8.3 Dogs must arrive clean (or owner may arrange pre-drop clean) and any excessive soiling may result in an extra clean-up fee.

Records & Licensing
9.1 We comply with the Animal Welfare (Licensing of Activities Involving Animals) (England) Regulations 2018 and the statutory guidance.
9.2 Our license number will be displayed on our website and premises once issued.
9.3 We keep records of each dog’s attendance, behaviour, health and times for inspection. Electronic or paper records are kept or backed up for at least three years.
9.4 Croydon Council may conduct inspections (including unannounced) and may issue a star-rating for the establishment.

Liability & Indemnity
10.1 While we take every precaution to ensure the safety, comfort and welfare of dogs in our care, we cannot accept liability for injury, illness, escape, theft or death of any dog except where our negligence is proven.
10.2 Owners accept full responsibility for their dog’s health, behaviour and suitability for the pack environment. Damage or injury caused by the dog to people, property or other dogs remains the owner’s responsibility.
10.3 You agree to indemnify us against any claim, damage or cost that arises from your dog’s participation in our services, including legal costs.

Changes to Services & Terms
11.1 We may change or withdraw services, pricing or these Terms at any time by updating this page. Continued use of our services after such updates constitutes your acceptance of the changes.
11.2 It is your responsibility to check these Terms periodically for updates and comply with them.

12.1 Governing Law

These Terms and any separate agreements in relation to your use of our services shall be governed by and construed in accordance with the laws of England and Wales.

Contact

For any questions about these Terms, please contact us at:
hello@lunasdoggieden.com