ORLAGH’S

Booking terms

Version 2026-10-22 · Effective 22 October 2026

1. About these terms

These terms apply to dog-care services you book with ORLAGH’S (“we”, “us”), 11/15 Albion Gardens, Edinburgh EH7 5NS, whether you book in the app, through a booking invite link, or by speaking to us. They sit alongside our terms of use for the app and our privacy notice. If anything in a booking confirmation we send you differs from these terms, the confirmation applies to that booking.

2. Making a booking

• A booking request isn’t confirmed until we confirm it in the app or in writing. If we can’t take it, we’ll tell you and you won’t be charged.
• Before confirming, we may send you an updated quote for your request (for example a different price for your dog’s needs, or a discount). The service and your dog’s care stay as you asked. Your booking is only confirmed if you accept the quote; if you decline it, nothing is charged.
• If you book for more than one dog, each dog is booked on a service suited to their age (for example a puppy service for a puppy), and we may price the requests together.
• Repeat (weekly) bookings continue until you stop them in the app or ask us to. Each visit in a series is treated as a separate booking for cancellations.
• Please check the date, times, dogs and address on your confirmation and tell us straight away if anything is wrong.
• After each visit we’ll ask you to rate it: a few stars for how it went, which only takes a moment. Please do this before your next booking. Your stars count towards your walker’s rating; a written review is only shown publicly if you choose to share it.

3. Meet & Greet and your dog’s details

• We meet every new dog at a free Meet & Greet before their first booking, so we can get to know them and you can get to know us. We may decline a booking if we don’t think we can care for a dog safely and happily.
• You must tell us honestly and fully about your dog’s health, medication, allergies, diet, behaviour (including any history of biting, reactivity, resource guarding, escaping or fear) and anything else that affects their care. Please keep this up to date in the app.
• We may end or refuse a booking if we find out about something that makes it unsafe for your dog, other dogs or our team.
• Tell us whether your dog may be let off the lead. We will only let your dog off the lead with your written permission, and only where we judge it safe.

4. Health, vaccinations and safety

• Dogs must be up to date with their vaccinations and routine flea and worming treatment. For boarding and day care we may ask to see a vaccination record before the first stay.
• Please don’t book us for a dog that is unwell or may be infectious (for example kennel cough, vomiting or diarrhoea in the last 48 hours). If your dog shows signs of illness at drop-off, we may refuse or end the booking to protect other dogs.
• Please tell us if your dog is in season. We may need to change or cancel group activities and boarding for that time.
• Your dog must wear a collar with an ID tag (as the law requires) and be microchipped.
• In extreme weather (heat, storms, ice) we may shorten, change or reschedule activities for your dog’s safety.

5. Prices, pick-up and payment

• Prices are shown when you book and on your confirmation. The price and terms you accept are kept with your booking: a later price change doesn’t alter a booking already confirmed.
• Day care is priced by how long your dog stays, and home boarding per 24 hours from drop-off, with one extra-time charge if you collect later than a full 24 hours. Ordinary weekends cost the same.
• Scottish bank holidays are 25% extra on care delivered that day, and 24, 25, 26 and 31 December and 1 and 2 January are 50% extra instead (never both). Each charge is shown before you book.
• Pick-up or drop-off at your home is £5 one way, or £7 for both, within 5 miles of ORLAGH’S. We check the distance; beyond 5 miles we’ll quote. Bringing your dog to us and collecting them is free. It isn’t charged again where a walk already includes it.
• Our prices include the cost of card payments: there’s no extra charge for paying by card.
• Prepaid packages are for one dog from the same household, start when paid and last for the time shown. A package visit pays for the standard care it covers; a longer visit, extra dogs, extras and holiday charges are paid as usual. Anything you don’t use isn’t lost: unused paid visits are refunded at the price you paid per visit, less any cancellation charges already taken from the package.
• You pay when we confirm your booking. When we confirm it (or you accept our quote), we send you an invoice for it in the app, by notification and by email. Payment is due within 24 hours, or by 2 hours before the start if that’s sooner. You can pay by card (through our payment provider, Stripe), bank transfer, Revolut or cash; the invoice shows how.
• We’ll send you a reminder before the deadline. If a booking isn’t paid in time, we’ll get in touch: we may give you more time to pay, or cancel the booking. If we cancel, there’s nothing to pay, the place may be offered to someone on the waiting list, and you’re welcome to book again.
• For a weekly booking, the first visit is paid when we confirm it. Later visits are invoiced after they take place, and payment is due within 7 days.
• Late-cancellation and late-collection charges (sections 6 and 8), and reasonable costs we pay on your behalf during a booking (for example vet treatment — see section 9), are invoiced separately. Payment is due within 3 days.
• If anything is unpaid after its due date we’ll send a reminder, and we may pause new bookings until it is paid.

6. If you cancel

You can cancel a booking in the app or by contacting us. Please give as much notice as you can — someone on the waiting list may be able to take the place.

• These are the most we charge. We reduce a charge if we fill the place or save costs, and we look fairly at illness and emergencies — please tell us early, especially about infectious illness. You see the charge, and what’s refunded, before you cancel.
• Each visit in a weekly booking is cancelled on its own; stopping a series doesn’t charge for visits that haven’t happened.
• For a visit paid with a package, the visit goes back on the package and only the charge comes off what’s left to refund (at the package’s price per visit) — never both.
• Collecting early is a shorter stay, not a cancellation of the whole stay.
• If you cancel a booking you’ve already paid for, we refund what you paid less any cancellation charge above. Refunds due to you are started within 5 working days, back the way you paid. We won’t give account credit instead of a refund you’re owed unless you ask for it.
• If you cancel before paying, the booking’s invoice is withdrawn; any cancellation charge above is invoiced on its own.
• These rules don’t affect your legal right to cancel described in section 12.

7. If we cancel or change a booking

• Occasionally we may need to cancel or move a booking (for example because of illness, an emergency or unsafe weather). We’ll tell you as soon as we can and offer another time. If that doesn’t suit you, you’ll get a full refund or won’t be charged.
• We may change which member of our team looks after your dog. Everyone on our team is trained and has read your dog’s care notes.

8. Drop-off and collection

• Please drop off and collect your dog at the times on your confirmation. If you’re running late, let us know.
• If a dog isn’t collected at the agreed time, we will keep caring for them. After 15 minutes’ grace, late collection is £6 for each started 30 minutes, never more than the normal price for the extra time; a day care day never costs more than £45 in total (£60 for puppies under 6 months, £55 for 6 to under 12 months). There’s no charge if the delay is ours. A collection you arrange in advance is charged at the normal rate instead.
• If we haven’t heard from you 30 minutes after the agreed time, we’ll contact you and then your emergency contacts.
• We will only hand your dog to you or to a person you have named to us in advance. We may ask for identification.
• If we can’t reach you or your emergency contacts for 48 hours after the agreed collection time, we will continue to care for your dog and may contact the local authority’s dog warden for advice.

9. Illness, injury and vet care

• If your dog becomes unwell or injured in our care, we will contact you straight away. If we can’t reach you, or it’s an emergency, we will take your dog to your vet, or to the nearest available vet if yours can’t help.
• By booking, you authorise us to arrange vet treatment we reasonably believe your dog needs, up to the spending limit you set in the app (or, if none is set, treatment needed to relieve pain or save your dog’s life).
• You are responsible for vet fees and medication costs, unless the illness or injury was caused by our negligence.
• We will give medication only as you instruct in writing, in its original packaging.

10. Keys and access to your home

• Please never put key-safe codes, alarm codes or door codes in booking notes, messages or emails. Give them to us by phone or in person, or keep them in the app under Key & access details, where they are encrypted, only the team member on your visit can open them around the visit time, and you can see each time they were opened.
• We keep keys labelled with a reference, never with your address, and store them securely. We return keys when you stop using our services.
• Please make sure your home is safe for us to enter and that we know about any other animals or people who may be there.

11. Responsibility and insurance

• We care for every dog as if they were our own. Dogs can still behave unpredictably and minor scrapes can happen during normal play and exercise. We aren’t responsible for loss or damage we couldn’t reasonably have prevented, or that results from information about your dog that wasn’t given to us.
• You are responsible for loss, damage or injury caused by your dog’s behaviour that you knew about and didn’t tell us about.
• Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, or for anything else that can’t be limited by law.
• We’re fully insured. Our pet business insurance is with AXA XL (arranged by Protectivity) and covers public and products liability up to £1,000,000, including:
  • your dog while it’s in our care, custody or control, up to £25,000 per dog, even if an accident happens that isn’t anyone’s fault;
  • your keys and alarm while we look after them, up to £10,000 (for example replacing locks if keys are lost, or an alarm call-out);
  • up to £1,000 towards your travel costs if you have to come home early because your dog has been hurt, lost or stolen while with us.
  The policy runs to 3 October 2027 and we renew it every year. Ask us if you’d like to see our certificate.
• Our insurance doesn’t cover dogs of the types listed under the Dangerous Dogs Act 1991, so we can’t look after them. It also doesn’t cover illnesses or conditions your dog already had, so please tell us about any health conditions before your first visit.
• Walkers who work with ORLAGH’S are self-employed and have their own insurance. We check it before their first walk and every time it renews. Each walker completes first aid training within their first months with us, and we check that certificate too. You can see both on your walker’s profile in the app.

12. Your legal rights

• Your rights under consumer law (including the Consumer Rights Act 2015) are not affected by these terms. We must provide our services with reasonable care and skill.
• If you book in the app, online or by phone, you usually have a legal right to cancel within 14 days of booking. If you ask us to provide the service within those 14 days and then cancel, you pay for any part of the service already provided.
• These terms are governed by the law of Scotland, and the Scottish courts have jurisdiction.

13. Questions and complaints

If you’re unhappy with anything, please tell us first — we’ll do our best to put it right. Email orlaghs2025@gmail.com or message us in the app. We aim to reply within 5 working days.

We may update these terms from time to time. Changes won’t affect bookings already confirmed.