Terms & Conditions

1. General Terms

Last Updated: January 2026

Welcome to Emily's Pet Heaven. These Terms and Conditions govern your use of our pet care services including boarding, grooming, veterinary care, daycare, training, and transport services. By using our services, you acknowledge that you have read, understood, and agree to be bound by these terms.

We reserve the right to modify these terms at any time. Changes will be effective immediately upon posting on our website. Your continued use of our services after any changes indicates your acceptance of the modified terms.

2. Pet Boarding Policy

2.1 Check-in Requirements

All pets must be up-to-date on vaccinations including rabies, distemper, and bordetella (for dogs). Proof of vaccination must be provided at check-in. Pets must be free of fleas, ticks, and other parasites. We reserve the right to refuse boarding to any pet that does not meet these requirements.

2.2 Health Requirements

Pets must be in good health at the time of boarding. If your pet becomes ill during their stay, we will contact you immediately and may seek veterinary care at your expense. Please inform us of any medical conditions, dietary requirements, or behavioral issues at the time of booking.

2.3 Personal Belongings

You may bring your pet's food, toys, and bedding. However, Emily's Pet Heaven is not responsible for lost, damaged, or destroyed personal items. We recommend labeling all items with your pet's name.

2.4 Check-in and Check-out Times

Standard check-in time is between 8:00 AM and 6:00 PM. Check-out time is before 12:00 PM. Late check-outs may incur additional charges. Early morning or late evening check-ins/check-outs can be arranged with prior notice and may incur additional fees.

3. Grooming Policy

3.1 Appointment Requirements

Grooming appointments should be scheduled in advance. Walk-ins are accepted based on availability. Please arrive on time for your appointment. Late arrivals may result in rescheduling or reduced service time.

3.2 Matted Coats

Severely matted coats may require additional time and charges. In some cases, shaving may be the only humane option. We will inform you of any additional charges before proceeding with the service.

3.3 Aggressive Behavior

If your pet displays aggressive behavior that poses a risk to our staff, we reserve the right to refuse service or stop the grooming session. In such cases, partial charges may apply.

4. Veterinary Services

4.1 Emergency Care

Our emergency veterinary services are available 24/7. Emergency consultation fees apply outside regular hours. In life-threatening situations, we will provide immediate care and contact you as soon as possible.

4.2 Medical Records

Please provide your pet's complete medical history at the first visit. This helps us provide the best possible care. Medical records can be transferred from your previous veterinarian upon request.

4.3 Treatment Authorization

For non-emergency procedures, we will obtain your consent before proceeding. In emergency situations where we cannot reach you, we will take necessary actions to stabilize your pet and will inform you of all treatments provided.

5. Payment Terms

5.1 Payment Methods

We accept cash, credit/debit cards, UPI payments (Google Pay, PhonePe, Paytm), and bank transfers. All prices are in Indian Rupees (INR) and include applicable taxes unless otherwise stated.

5.2 Deposits

For boarding reservations, a 50% deposit is required at the time of booking. The remaining balance is due at check-in. Deposits are non-refundable for cancellations made less than 48 hours before the scheduled check-in.

5.3 Outstanding Balances

All services must be paid in full before your pet can be released. Pets will not be released until all outstanding balances are cleared. Extended stays due to non-payment will incur additional boarding charges.

6. Cancellation Policy

6.1 Boarding Cancellations

Cancellations made 48 hours or more before check-in: Full refund of deposit. Cancellations made within 48 hours: 50% refund of deposit. No-shows: No refund, charged for first day of boarding.

6.2 Grooming Cancellations

Please provide at least 24 hours notice for grooming appointment cancellations. Repeated no-shows may result in requiring a deposit for future appointments.

6.3 Veterinary Appointments

Please provide at least 24 hours notice for non-emergency veterinary appointment cancellations. Emergency services cannot be cancelled once initiated.

7. Liability & Indemnification

7.1 Our Liability

While we take every precaution to ensure the safety and well-being of your pet, Emily's Pet Heaven shall not be held liable for any illness, injury, or death that may occur during your pet's stay, except in cases of gross negligence on our part.

7.2 Your Responsibility

You are responsible for providing accurate information about your pet's health, behavior, and any special needs. You agree to indemnify Emily's Pet Heaven against any claims arising from your pet's behavior, including injury to staff, other pets, or damage to property.

7.3 Insurance

We recommend that pet owners maintain appropriate pet insurance. Emily's Pet Heaven carries liability insurance, but this does not cover all potential incidents.

8. Privacy Policy

8.1 Information We Collect

We collect personal information including your name, contact details, address, and payment information. We also collect information about your pet including name, breed, age, medical history, and behavioral notes.

8.2 How We Use Your Information

Your information is used to provide our services, communicate with you about appointments and your pet's care, process payments, and send promotional materials (with your consent). We do not sell your personal information to third parties.

8.3 Data Security

We implement appropriate security measures to protect your personal information. However, no method of transmission over the internet is 100% secure, and we cannot guarantee absolute security.

8.4 Photos and Videos

We may take photos and videos of your pet during their stay for updates and promotional purposes. If you do not wish for your pet's images to be used for marketing, please inform us in writing.

8.5 Your Rights

You have the right to access, correct, or delete your personal information. To exercise these rights, please contact us at contact@emilyspetheaven.com.

8.6 Cookies

Our website uses cookies to improve your browsing experience. By using our website, you consent to our use of cookies in accordance with this policy.

9. Contact Us

If you have any questions about these Terms and Conditions or our Privacy Policy, please contact us:

Emily's Pet Heaven
1 No. Dipak Nagar, Old Calcutta Road
Boro Pole, Kolkata - 700123
Phone: +91 6363590332
Email: contact@emilyspetheaven.com