Pets on the Green
Pets on the Green
What happens if you need to cancel, and what happens if we do
Tell us as soon as you know. Things come up — illness, weather, a child having a hard week. We would far rather hear early than on the day, and the earlier you tell us the more we can do. This page is the policy, not the whole of how we behave.
Weekday and weekend private experiences, SEN sessions, and first assessments
| How much notice | What you get |
|---|---|
| 7 or more days' notice | Full refund |
| Less than 7 days' notice | Reschedule, or a 50% refund |
| Within 48 hours of the session | No refund |
Parties, events, care homes and group visits — anywhere we come to you
| How much notice | What you get |
|---|---|
| 7 or more days' notice | Full refund |
| 6 days' notice | 50% refund, or reschedule to another date |
| 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 |
When you book us to come to you, we hold the whole day for you. We commit the journey, book in the extra handlers a mobile session needs, and set aside the animals for your date. Those costs are agreed in advance and we cannot get them back.
A date released at a few days’ notice almost never gets filled. A session at our centre often can be — someone is usually waiting for a cancellation — which is why the two are different. It is not that a party matters less. It is that we cannot get the day back.
You are never out of pocket. If we cancel for any reason on our side — illness, an animal unwell, the van, or we cannot get to you — you get a full refund, or another date, whichever you prefer. If you have not paid, we do not invoice.
For severe weather or anything outside anyone’s control, we rearrange at no charge. If we have to stop partway through, we agree a fair charge with you or rearrange.
For a session at our centre you can change the date and time yourself up to 5 days before — go to Manage my booking, open it and pick a new slot. A weekday booking moves to another weekday, and a weekend booking to another weekend.
Mobile bookings cannot be moved online, because the day has to be planned around the journey and the staffing. Message us and we will sort it between us.
For schools and local authorities commissioning ongoing provision. Different from a one-off booking, because we hold time for one young person week after week.
The principle: the slot is reserved. A young person’s weekly slot is held for them and charged whether or not they attend, because we cannot offer that time to anyone else at short notice. We turn other work away to keep it free.
A session missed for any reason — illness, a bad day, a change at school — is charged in full. If we have 48 hours’ notice or more we will try to offer a make-up session in the same term if there is space, but we cannot guarantee it.
If we cancel — illness, an animal welfare emergency, severe weather — there is no charge. We offer a make-up session, or the session comes off the invoice, whichever suits you.
Three weeks’ written notice from either side, with sessions charged during the notice period. We can end a placement immediately on safeguarding grounds, or if continuing is not in the young person’s best interests.
If anything has been paid in advance, unused sessions after the notice period are refunded pro rata within 14 days.
The rules above apply to every placement. What follows depends on which pattern you have agreed with us.
For example, every Wednesday 10am–12pm.
For example, every Wednesday, with the time varying week to week.
For example, six hours a week, arranged around the young person.
Where hours are drawn from a funded total rather than a blocked weekly slot.
| How much notice | What happens |
|---|---|
| More than 7 days | No charge. The hours go back into the total |
| 3 to 7 days | 50% charge |
| Less than 3 days | Full charge, and the hours count as used |
With at least 48 hours’ notice we will see whether we can fit you in on another day that week. We cannot guarantee it, so the session may still be charged.
If you would like to change the pattern — for example from three sessions a week to one — please give us three weeks’ notice.
For example. A young person has 42 funded hours and comes for two hours, three times a week. You ask to change to once a week. The next three weeks stay booked as they are. After that, they come for two hours a week until the remaining hours are used up.
This page is a plain-English summary. The full wording is in our terms and conditions, and nothing here affects your legal rights as a consumer.
Message us about a bookingWe love hearing from you, and the easiest way to reach us is by email or message. Having everything written down means we can look back at the details and make sure we get your booking just right. We’ll always get back to you.
By appointment only — book online, or ask about a Sunday
