Terms and Conditions

Last updated: 27 October 2026

These terms and conditions govern your use of the Pets on the Green website and all services provided by Pets on the Green Ltd, registered in England and Wales, company number 16721467. By booking a session, purchasing goods, or using this website you agree to these terms.

1. About Us

Pets on the Green is an animal handling experience provider based at 4 Redvers Road, Warlingham, Surrey, CR6 9HN. We offer private animal handling sessions, birthday parties, care home visits, school and group visits, and animal-assisted intervention (AAI) for children with SEND.

We hold a valid Animal Activities Licence issued by Tandridge District Council, public liability insurance, and Enhanced DBS certification. Our founder, Ciera O'Rourke, is a qualified Level 3 Award in Animal Assisted Therapy — Oplex Careers (CPD certified), Higher Distinction, with NESCOT Animal Management qualifications.

Sessions are delivered by Ciera O'Rourke and a small team working alongside her. All staff hold Enhanced DBS certification. Animal-assisted intervention (AAI) sessions are usually led by Ciera O'Rourke; occasionally a member of the team she has trained and supervises may cover, and we always say so in advance.

2. Bookings & Payment

Bookings are made through our website or the Pets on the Green app.

Bookings are paid in full at the time of booking. Schools, nurseries, care homes and local authorities can be invoiced against a purchase order — please contact us to arrange this rather than booking online.

We accept all major credit and debit cards, as well as digital payment methods. All prices are in pounds sterling (GBP) and include VAT where applicable.

We reserve the right to correct pricing errors. If a price is wrong, we will contact you before processing the booking. We may limit or refuse bookings at our discretion.

3. Cancellation & Refund Policy

Private sessions:

7 or more days' notice: Full refund.
Less than 7 days' notice: Reschedule or 50% refund.
Within 48 hours of the session: No refund.

Mobile bookings — parties, events, care home and group visits:

7 or more days' notice: Full refund.
6 days' notice: 50% refund, or reschedule to another date at no charge.
Fewer than 6 days' notice: No refund. If the booking has not been paid in full, the full amount will be invoiced and remains payable.

Mobile bookings have a longer no-refund window than sessions at our centre because we commit to staffing and prepare the animals and equipment for your venue well in advance.

We are a small business and our calendar fills up quickly, especially during half terms and school holidays. When a session is cancelled at short notice, that slot often cannot be filled — meaning someone else misses out. For larger group bookings, we also commit to additional staffing costs in advance based on your numbers.

This policy is not about keeping your money — it is about keeping things fair for everyone and ensuring we can continue to deliver the best possible experiences.

Pets on the Green reserves the right to cancel or reschedule sessions due to animal welfare concerns, illness, severe weather, or other circumstances beyond our control. In these cases, you will be offered a full refund or alternative date.

This section covers cancellations arranged in advance. If a session is stopped on the day, or cannot start, see Stopping a session in section 5 — what you pay depends on why it stopped.

4. Session Details

Sessions typically last 60 minutes and take place indoors at our pet centre in Warlingham, Surrey. You can book up to 2 hours online; for anything longer, please contact us.
At our centre, groups require a minimum of 2 people and a maximum of 10 people per session. One person may attend alone, paying for two places.
Mobile private sessions are also capped at 10 people. Mobile parties take up to 30 children, with additional handlers brought to match the group size. Final numbers are needed in advance, because staffing depends on them.
For private experiences at our venue, all children under 16 must be accompanied by a responsible adult at all times. Guests aged 16 and over may attend unaccompanied.
Alternative provision and animal-assisted intervention placements are a different type of booking, and a young person may attend alone under the arrangements agreed with the placing school or local authority. These placements cannot be booked online — please contact us to arrange one.
A 30-minute buffer is scheduled between sessions at our centre for animal welfare and preparation. For mobile bookings we allow a 2-hour buffer, extended further where the journey is longer than our standard 30–45 minutes. This is our own planning time for safely packing, transporting and resting the animals — it does not shorten your session or cost you anything.
Sessions will begin at the scheduled time. If you arrive early, please be aware that you may need to wait while we reset from the previous session and allow for any staffing breaks.
The animal room is heated and air conditioned to keep the animals at a comfortable temperature, which makes it comfortable for visitors too.

5. Session Conduct

You must follow all instructions given by Ciera or any member of our team regarding animal handling, hygiene and safety.
Treat our animals, staff and premises with care and respect at all times.
Do not bring pets or other animals to the session without prior agreement.
Wash or sanitise your hands as directed before and after handling animals.
Distress is not a problem. A child who becomes upset, overwhelmed or dysregulated is supported, offered a break and welcomed back if and when they are ready. That is a normal part of what we do and it will never end your session.
Very occasionally a session has to be stopped early, for one of two reasons: an animal's welfare cannot be safely protected, or there is a safeguarding concern. Before that point we will always try the gentler steps first — asking everyone to step back, pausing the interaction, giving the animal a rest, or swapping to a different animal. If we do have to stop, we will explain why at the time and talk to you about what happens next.

Stopping a session

This applies to sessions at our centre, at your venue — mobile visits, parties, schools and care homes — and to alternative provision.

We may pause a session, end it early, or not start it if we believe it isn't safe to carry on for people or animals. The member of staff leading the session makes that decision on the day, and it is final.

Examples of when we might stop:

An animal is grabbed, dropped, squeezed or handled roughly, and we need to take it away to check it and keep everyone else safe.
Someone behaves in a way that puts people or animals at risk and carries on after we have asked them to stop.
The venue isn't safe or isn't as agreed: no suitable space, hazards, loose dogs, too hot or cold for the animals, or no responsible adult present.
Severe weather, illness, injury, or a safeguarding concern.
Our vehicle breaks down, or we can't get to you.

What you are charged

Why the session stopped or didn’t happen	What you pay
Something on our side, such as our van breaking down, staff illness, an animal being unwell, or us not being able to get to you	Nothing. If you have paid, you get a full refund. If you have not paid, we will not send an invoice. We will offer you another date.
A practical problem at your end — the space is not what we agreed, there is no room to set up safely, or we cannot get in	We try to sort it before we stop anything. Moving to another room, waiting while the space is cleared, or shortening the setup. If we can sort it, we carry on and you pay nothing more than you already agreed. If we genuinely cannot, we have to leave. The session counts as delivered, so there is no refund and travel is still payable. We will tell you there and then, and put it in writing if you ask.
An animal is hurt or frightened, or unsafe behaviour carries on after we have asked once	We stop. That one is not negotiable and we will not carry on while it is happening. Usually it does not come to that — a reminder, or putting that animal away and bringing out a different one, is enough, and then we carry on as normal with nothing more to pay. If it continues, the session ends there. It counts as delivered, so there is no refund and travel is still payable. We record what happened, we will tell you why, and for anything serious we may not take a future booking. Our animals cannot say no for themselves, so we say it for them. Please back us up in front of the children if we have to.
Severe weather or something outside anyone’s control	We will rearrange for free. If we have to stop partway through, we will agree a fair charge with you, or rearrange.
Alternative provision: a learner is too distressed to carry on safely	Charged as normal. We will record what happened and tell the school or council.
Alternative provision: we stop for a reason on our side	Not charged, and we will offer another session.

We will always explain why we stopped, in writing if you ask, and we record every stopped session. Nothing in these terms affects your legal rights as a consumer.

6. Travel & Mobile Sessions

For birthday parties, care home visits, school visits and other events at your location, the following travel policy applies:

The first 10 miles from our base in Warlingham is included at no extra charge.
Beyond that a single flat charge applies for the whole visit. It is one charge, not one each way — a venue 25 miles away is £60 in total, not £60 out and £60 back. Distance is measured from our base to your venue, one way.

How far your venue is from us	Total travel charge for the visit
Up to 10 miles	Included — nothing to pay
11–20 miles	£35
21–30 miles	£60
31–45 miles	£90
Over 45 miles	We do not normally travel this far — ask and we will tell you

We have a maximum travel distance of 45 miles. Beyond that we would not normally be able to accept a booking.

We also cap journeys at 60 minutes’ drive each way, even when the mileage is within the table above.

This limit exists to protect the welfare of our animals. Many of our animals are cold-blooded and sensitive to temperature changes, and long journeys make it harder to hold safe transit conditions even in a heated vehicle. We therefore cap the distance, build welfare stops into longer journeys, and select the species travelling on a longer journey for their tolerance of transit. Some of our animals do not travel beyond the local area at all.

Distance is not the whole picture, though. A longer run that is mostly motorway can be gentler on the animals than a shorter one on slow roads. So if you are further away than 45 miles, do ask — where the route is quick, we can build in plenty of stops and we can pick animals well suited to the journey, we may be able to make it work, provided the drive is still under 60 minutes each way. We cannot promise it in advance, and the answer will always come down to animal welfare.

7. Animal Handling — Risk & Liability

By booking and attending a session, you acknowledge and accept the following:

Interaction with animals carries inherent risks, including but not limited to scratches, nips, bites, and allergic reactions.
Our animals are well-socialised and cared for, but they are living creatures and may behave unpredictably.
You are responsible for informing us of any allergies, medical conditions, or specific needs before the session begins. Sessions involve hay, bedding, animal fur and dander.
You agree to follow all safety and handling instructions provided during the session.
Pets on the Green holds valid public liability insurance. However, we cannot accept liability for injuries or reactions that occur despite reasonable precautions and compliance with our instructions.
Parents and guardians are responsible for supervising their children at all times during the session.
Animal welfare comes first. If an animal shows signs of discomfort or has had enough, the interaction stops and a suitable alternative animal may be offered instead. No animal is guaranteed for any particular session.
Reptiles can naturally carry Salmonella without appearing unwell. Hands must be washed thoroughly with soap and warm running water after animal contact — hand sanitiser is not a substitute. Young children, particularly under 5s, pregnant people and anyone with a weakened immune system are advised to take extra care around reptiles.

8. Your Responsibilities

Provide accurate information when booking, including group size, ages, and any relevant medical or accessibility needs.
Arrive on time. Late arrivals may result in a shortened session with no reduction in price. Where the following slot is free we will usually still run the full session, but we cannot guarantee it.
Inform us of any allergies, medical conditions or specific needs before the session begins.
For mobile sessions (parties, events, care home visits), ensure the venue is suitable and accessible for our team and animals.

9. Our liability

We take every reasonable step to give you a safe and enjoyable session, and we hold public liability insurance for your protection.

If something does go wrong, our liability for any claim relating to a session or product is limited to what you paid for it.

We aren't able to cover indirect losses — things like travel costs, or a reaction to an allergy you hadn't told us about beforehand. That's why we ask about allergies when you book: it lets us prepare properly, and it's genuinely the best protection for you.

Some things can never be limited, whatever these terms say. Nothing here affects your rights if someone is injured or killed through our negligence, or in cases of fraud.

10. Intellectual Property

All content on this website — including text, images, videos, logos, and design — is owned by Pets on the Green unless otherwise stated. You may not copy, reproduce, or distribute any content without our written permission.

Photos and videos taken during sessions are for your personal use. If you share them publicly (e.g. on social media), we would love a tag but do not require one.

11. Privacy & Data

We collect and process personal data in accordance with our Privacy Policy. By using our website and services, you agree to the terms of that policy.

We will never sell your personal data. Information you provide when booking or contacting us is used solely to deliver our services and communicate with you.

12. Photography of Visitors

We do not photograph or film visitors unless we have asked first and you have agreed. Consent is never assumed from attendance.
Where consent is given, photographs are taken on a business device only, never on a personal phone.
For anyone under 18, consent must be given by the accompanying parent, carer or responsible adult.
You may withdraw consent at any time, before or after the session, by contacting us. Where an image has already been published we will remove it from anything within our control as soon as we reasonably can.
Photographs and videos you take yourself are yours, and this section does not restrict them.
This section is separate from CCTV, which is covered in our privacy policy.

13. Reviews & Feedback

We welcome honest reviews from customers who have attended a session. Reviews must be based on genuine firsthand experience and must not contain offensive, discriminatory, or misleading content.

We reserve the right to report or request removal of reviews that are fraudulent, abusive, or posted as part of a coordinated campaign.

14. Third-Party Services

Our website may contain links to third-party websites and services (e.g. payment processors, booking platforms, social media). We are not responsible for the content, privacy practices, or availability of these external services.

Purchases processed through third-party payment providers (such as Stripe or PayPal) are subject to their own terms and conditions.

15. Changes to These Terms

We may update these terms from time to time. The updated version will be posted on this page with a revised date. Continued use of our website or services after changes are posted constitutes acceptance of the revised terms.

16. Governing Law

These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

We encourage you to contact us directly to resolve any issues before taking formal action. Most problems can be sorted with a quick conversation.

17. Contact Us

If you have any questions about these terms, please get in touch:

Pets on the Green
4 Redvers Road, Warlingham, Surrey, CR6 9HN
Email: ciera.rose@icloud.com
Phone: 07748 656269