Terms & Conditions & Store Policies

Welcome to The Pet Base Ltd. By purchasing products, booking services, or visiting our premises, you agree to comply with and be bound by the following Terms & Conditions. Please read them carefully before completing any booking or purchase.

1. General Store & Premises Policy

  • Supervision: All dogs must remain under effective control at all times while on the premises, including in car parks and reception areas. Dogs must be kept on a lead outside designated private hire spaces.
  • Property & Safety: Customers are responsible for any damage caused to store property, equipment, or facilities by themselves, their guests, or their pets.
  • Parking: Free customer parking is provided in our main car park at the vehicle owner's risk. If your dog has mobility issues, high reactivity, or struggles with the walk from the main car park, please contact us in advance to request direct venue parking. The Pet Base Ltd accepts no liability for theft, loss, or damage to vehicles or personal belongings left in the car or car park.

2. Indoor Dog Arena Rules & Private Hire

By booking a session in our Indoor Dog Arena, you agree to the following operational rules:

Facility & Glasshouse Venue Notice

Our indoor arena is housed within a converted glasshouse structure and features fully lined EVA foam and timber safety boundaries:

  • Safety Boundaries: The internal arena perimeter is fully enclosed with cushioned EVA foam padding over timber walling for safety and impact protection.
  • Safety & Play Boundaries: Toys, balls, and training equipment must be thrown responsibly within the arena boundaries and never directed towards perimeter walls or upper structure. While internal walls are lined with EVA foam over timber framing for protection, handler discretion is required during high-speed games to prevent heavy impacts into the physical barriers.
  • Temperature & Solar Protection: The glass roof has been treated with a specialized thermal regulator coating to significantly reduce heat absorption and glare. However, during hot summer weather, indoor temperatures may still rise. Owners are responsible for ensuring their dogs remain hydrated and taking breaks as needed.
  • Distractions & External Factors: While internal arena walls are completely opaque, ambient natural light, overhead shadows, or high-level areas of exterior visibility beyond the perimeter may be noticeable to some pets. Please take this into account if your dog is particularly reactive.

Capacity & Handlers

  • Standard Booking: Covers up to 3 dogs per household. At least 1 responsible adult handler must be present at all times.
  • Additional Dogs: Additional dogs are subject to a £5 fee per extra dog.
  • Large Group Hire: Groups, clubs, or trainers with 3+ dogs must arrange custom group bookings directly with management.

Timing & Switchovers

  • Session Length: Bookings run for 50 minutes.
  • Buffer Time: A 10-minute buffer is allocated for safe exit and entry. You must vacate the arena promptly when your session ends so the next handler can safely enter.
  • Arrival: Please check in at the main shop upon arrival.

Health, Cleanliness & Waste

  • Clean-Up: You are strictly required to clean up after your pet immediately. Waste bins and cleaning equipment will be on site. Failure to clean up after your dog will result in a £10 fine and may result in a ban from future bookings.
  • Substantial Clean-Ups: For any larger clean-ups, please notify store management immediately so we can assist with proper sanitisation equipment.
  • Dog Health: Dogs using the arena must be in good health, fit for exercise, and free from infectious conditions (e.g. kennel cough, fleas, or stomach upsets).

3. Liability Waiver & Assumption of Risk (Indoor Arena)

Please read this section carefully:

  • Assumption of Risk: By accessing and using the Indoor Dog Arena, you acknowledge that off-lead dog exercise within a glasshouse venue carries inherent risks related to environment, equipment, and physical activity. You use the padded arena facilities entirely at your own risk.
  • Personal Belongings & Equipment: You are solely responsible for all personal property, dog gear, training equipment, clothing, vehicles, and electronic devices brought onto the premises or into the arena building. The Pet Base Ltd accepts no responsibility or liability for items lost, stolen, or damaged during play (e.g. stepped on or chewed).
  • Limitation of Liability: The Pet Base Ltd, its directors, employees, and agents shall not be held responsible or liable for any direct, indirect, incidental, or consequential injuries, losses, or damages to persons, pets, or personal property arising out of or in connection with the use of our facilities.
  • Release of Claims: You hereby release and discharge The Pet Base Ltd from any and all claims, liabilities, or legal actions related to physical injury, property damage, illness, or harm sustained during your booking, to the maximum extent permitted by applicable law.

4. Cancellations & Rescheduling

  • Standard Bookings: Appointments and arena slots may be rescheduled or cancelled with at least 72 hours' notice prior to your start time.
  • Late Cancellations & No-Shows: Cancellations made with less than 72 hours' notice, or failure to attend a scheduled session, will result in the forfeiture of your booking fee.

Contact Us

If you have any questions regarding our Terms & Conditions or need to discuss group bookings, please reach out via our Contact Page.