Customer terms
Last updated 9 October 2026
These terms apply when you search for, book or pay for pet boarding through Furcation. In short: your booking is with the kennel; you pay a deposit (normally 20%) to secure it; you get the deposit back if you cancel at least 7 days before arrival; after that it is non-refundable.
1. Who we are and what we do
Furcation is operated by Furcation, Derby, United Kingdom ("Furcation", "we", "us"). Contact us at hello@furcation.co.uk.
Furcation is a booking platform. We show you licensed boarding kennels and catteries, their real availability and prices, and let you book and pay a deposit online.
We do not look after pets ourselves. Each kennel or cattery is an independent business, licensed by its local council, and is solely responsible for the care of your pet.
2. Who your contract is with
When you book, your contract for boarding is with the kennel or cattery you booked, not with Furcation. Their own booking terms form part of that contract. You will be asked to read and accept them before you book, and they are always available from the kennel's page.
These terms cover your use of Furcation and the booking and payment process. If the kennel's terms and these terms conflict about how a booking is made, paid or cancelled online, these terms apply.
3. Making a booking
- You must be 18 or over and the owner of, or responsible for, the pets you book for.
- The information you give about you and your pets must be accurate and complete. This includes size, health, medication, behaviour and vaccinations. Kennels rely on it to decide where your pet stays and how to care for them.
- Your booking is confirmed when your deposit has been paid and you receive a confirmation email with a booking reference.
- Every pet must have up-to-date vaccinations. Dogs need kennel cough cover. The kennel may ask to see the vaccination card at drop-off and can refuse a pet without it.
- Pets must be treated for fleas and worms before arrival within the time the kennel asks for (usually at least 48 hours before).
4. Prices, deposits and the balance
Prices are set by each kennel and shown in pounds sterling, including any VAT the kennel charges. The total for your stay, the deposit and the remaining balance are shown before you pay.
Unless the booking page shows something different for that kennel, you pay a deposit of 20% of the total price when you book. The deposit secures your dates and the space the kennel holds for you.
The balance is paid to the kennel. This is normally at collection, unless the kennel's booking page says it is due earlier.
You can choose to pay the full amount when you book instead. If you do, the deposit rules below still apply, and everything you paid above the deposit is refunded if you cancel before arrival.
Furcation does not charge customers a booking fee.
5. Cancelling your booking
If you cancel at least 7 days before your arrival date, your deposit is refunded in full.
If you cancel less than 7 days before your arrival date, or do not arrive, your deposit is non-refundable. This is because the kennel has held the space for you and is unlikely to fill it at short notice.
Some kennels allow cancellation later than this. The exact deadline for your booking is shown at checkout and in your confirmation email, and that deadline is the one that applies.
Anything you have paid above the deposit is always refunded if you cancel before arrival.
You can cancel from the link in your confirmation email, or by contacting the kennel. The date you cancel is the date we, or the kennel, receive your cancellation.
Boarding is booked for specific dates, so the 14-day cancellation period under the Consumer Contracts Regulations 2013 does not apply. Your cancellation rights are those set out above.
If you collect your pet early, the kennel decides whether any refund is due for unused nights.
6. If the kennel cancels
If a kennel cancels your booking, or cannot provide the stay you booked, everything you have paid is refunded in full. Where we can, we will help you find another kennel for the same dates.
7. Refunds and payments
Card payments are processed by Stripe. Furcation never sees or stores your full card details.
Refunds go back to the card you paid with. They usually arrive within 5 to 10 working days, depending on your bank.
Deposits are paid to the kennel through Stripe. Where a refund is due, it is made from the same payment.
8. Changes to your booking
To change your dates, pets or extras, contact the kennel. Changes depend on availability and may change the price. A change to your dates is treated as a cancellation and a new booking unless the kennel agrees otherwise.
9. Your pet's stay
The kennel is responsible for your pet's care during the stay, in line with its licence and its own terms.
If your pet becomes unwell, the kennel may take them to a vet. You are responsible for vet fees, as set out in the kennel's terms.
Any concern or complaint about the care your pet received should first be raised with the kennel. If you cannot resolve it, tell us at hello@furcation.co.uk and we will look into it. We may suspend kennels that do not meet our standards.
10. Reviews
After a stay you may be invited to leave a review. Reviews must be honest, about your own experience, and must not be offensive or defamatory. We may remove reviews that break these rules. We do not edit reviews to change their meaning, and we publish negative reviews as well as positive ones.
11. Our responsibility to you
We take reasonable care to run Furcation properly, to show availability and prices accurately, and to process payments and refunds correctly.
Because kennels are independent businesses, we are not responsible for the care they provide, or for loss, injury or illness that happens during a stay. Claims about the stay are made against the kennel.
Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything that cannot be limited by law. Nothing in these terms affects your statutory rights as a consumer, including under the Consumer Rights Act 2015.
12. Your account and your data
You can sign in with your email address to see and manage your bookings. Keep access to your email secure.
How we and the kennel use your information is explained in our privacy policy.
13. Changes to these terms
We may update these terms from time to time. The version that applies to a booking is the one in force when you made it.
14. Law and complaints
These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.
If you have a complaint about Furcation, email hello@furcation.co.uk. We aim to respond within 5 working days.
Questions about these terms? Email hello@furcation.co.uk.