Care & booking terms

1. Your care provider

Kaladian Technologies s.r.o., IČO 29911770, registered office: Nad Vápenkou 383, 250 83 Škvorec, Czech Republic; registered at the Municipal Court in Prague, section C, file 454414. Pohoda Paws is its pet-care brand. Care location: Pantůčkova 590/2, 250 83 Škvorec. Visits are by appointment. info@pohodapaws.com · +420 774 735 247 SMS or email, please.

2. Getting to know your pet

An enquiry does not reserve a place. For a planned first hosting stay, we meet you and your pet, discuss the home setting and create an individual care profile. Please give complete, accurate information about health, vaccinations, identification, medication, temperament, behaviour around people and animals, fears, triggers, feeding, sleeping, and heat-cycle needs. Tell us promptly if anything changes before arrival.

We consider each pet individually. A pet must be in suitable health for the planned care, have the identification and vaccinations applicable to that pet, and be manageable in our home setting. Dogs’ microchip and rabies-vaccination status are checked. We may decline a request if we cannot provide suitable care or if the pet presents a significant safety risk. We do not apply a blanket breed ban.

3. A shared family home

Care takes place in one home premises. Our household and other accepted pets may be present. Guest pets are not promised exclusive accommodation or constant separation. We decide whether pets can share activities and arrange feeding, rest and supervised interaction according to their care plans. We may separate pets when needed and feasible. Owners must tell us if their pet is uncomfortable with other animals or cannot settle during quiet periods.

For dogs, the agreed hosting routine includes at least two nearby walks a day unless health or weather makes a walk unsuitable; we discuss an alternative. Owner-provided food is given according to the written schedule, with water, suitable activity and a comfortable indoor rest place. Any medication routine is accepted only after prior discussion and written instructions; we do not provide veterinary treatment.

4. What you provide at handover

Bring the usual food and feeding instructions, a secure collar with identification, leash and harness if used, familiar bed or blanket, and your pet’s crate if that is where they normally sleep. Bring medication in original packaging with the agreed written schedule. We ordinarily accept female pets only when they are not in heat. If your pet is in heat or expected to be during the stay, tell us before booking. We can accept her only by explicit prior agreement after assessing the care and compatibility needs. If agreed, provide suitable sanitary supplies and written instructions.

For a dog, cat or ferret, hand over the pet passport at each check-in; we return it at collection. For another species, bring the agreed health or vaccination record. The owner also provides a reachable emergency contact, regular veterinarian and written authority for urgent veterinary decisions.

5. Ordinary activity and unexpected injury

Play, walks and moving around a shared home can involve ordinary risks, even with reasonable supervision. We take practical steps to reduce those risks, follow the agreed care plan and document any incident. This section does not exclude responsibility that applies under law for our own acts or omissions.

If one pet injures another, we separate them, arrange appropriate care, inform the owners and record the known facts. Documented veterinary costs and other proven losses are considered with the owners and insurers according to responsibility under the law and the circumstances of the incident. No owner is automatically assigned fault solely because an incident occurred.

6. Illness, emergencies and extra support

If your pet becomes ill or injured, we provide reasonable immediate help within our abilities, contact you and seek veterinary care when needed. If an urgent decision cannot wait and you cannot be reached, we follow the signed emergency authority and act in the pet’s interests.

The owner pays necessary and reasonable veterinary treatment, medication and emergency transport costs incurred for their pet under the signed emergency authority. We provide an itemised record and available receipts. Non-urgent extra care and its price require prior agreement. This does not transfer costs for which we are legally responsible because of our own acts or omissions, or restrict mandatory compensation rights.

Additional costs arising after the prepaid booking amount, such as necessary veterinary care, agreed extra support, transport or an agreed extension of care, are itemised and invoiced separately. The invoice states the due date. We seek prior agreement for non-urgent extras and do not add an unspecified emergency or late-collection penalty.

Tell us about current and recent health concerns, allergies, treatments and medication. For each medicine, provide the name, dose, schedule, last dose, veterinary instructions and written authorisation. Extra monitoring, medication support or other additional care must be assessed, accepted and priced before booking; we may decline care outside our abilities. We do not provide veterinary treatment.

7. Price, reservation and payment

Pay 25% of the agreed total to reserve the agreed dates after accepting the written offer. The remaining 75%, including all known agreed extras, must reach us before arrival and before you hand your pet over for care. The invoice states the exact due date and time. We acknowledge the reservation after receiving the 25%; care starts only after full payment has been received. For immediate day care, agree availability and payment by phone or email before arrival.

If you cancel at least seven calendar days before the agreed start, the 25% booking fee is retained and any 75% paid early is refunded, subject to mandatory consumer rights. No unpaid 75% is due after such timely cancellation. Within seven days, or for a no-show or early collection, the agreed cancellation charge may be up to the full booking price, subject to mandatory consumer law, proportionality, relevant saved costs and replacement bookings. The same loss is not recovered twice. Statutory withdrawal rights take priority.

The written offer states the service, dates, included care, full price, known extras and each payment deadline. No care begins until the full agreed price is received. A payment reminder or reservation acknowledgment is not permission to arrive without agreed acceptance.

View the payment policy and worked example

If we cancel before care begins, we refund the payments received for that booking. An unpaid balance or late payment is handled with you under the written offer and mandatory consumer law; it does not reserve availability automatically.

8. Check-in, collection and delayed return

Immediate day care may be available by prior phone or email arrangement, subject to capacity, suitability and an agreed care plan. Contact us before travelling; an enquiry is not acceptance, and this is not an emergency veterinary service.

On weekdays, check-in and collection take place during 07:00–08:00 or 16:00–17:00. On weekends, handover is by appointment only. One standard day of day care runs from 08:00 to 17:00; morning check-in may take place before 08:00 within the morning handover window. The individual offer and booking confirmation state the agreed arrival and collection dates and times, including for overnight care. A different handover time requires our prior agreement.

The agreed collection date and time appear in the booking confirmation. If you expect a delay, contact us as soon as possible. Any additional care or transport is subject to capacity and charged at a rate agreed with you. If you cannot be reached, we contact the nominated emergency person and take reasonable steps for the pet’s welfare. The owner must nominate a person authorised in writing to collect if they cannot. If collection is missed, we attempt to contact the owner and emergency contact, send a written request to arrange collection and keep records of these attempts. We continue necessary care while the pet remains with us. Any extension-care rate must be stated in the signed offer before booking; necessary, reasonable food, veterinary and transport expenses are documented and charged only where recoverable under the agreement and applicable law. If collection cannot be arranged, the owner refuses to collect or circumstances suggest abandonment or neglect, we may report the matter to the competent municipal or veterinary authority and, where appropriate, the police. A transfer to alternative care requires a lawful arrangement or authority decision; a shelter is not automatically obliged to accept the pet. Failure to collect does not automatically transfer ownership to us or authorise sale or rehoming. Outstanding charges are pursued separately through lawful means.

9. Pet photographs and updates

We may take pet photographs during care for agreed private updates. Photographs may also appear on the Pohoda Paws website only if the owner gives separate, optional permission. We do not publish owner details, addresses or recognisable people under this pet-photo permission. Refusing permission does not affect care. You may withdraw permission for future website use by emailing info@pohodapaws.com; we stop new use and remove the relevant images from our website, while copies already made by third parties may remain outside our control.

10. Personal information and questions

We use owner and booking details to arrange and provide care, manage payments and emergencies, and meet legal duties. Please read the privacy notice. Questions, cancellations, withdrawal notices and complaints can be sent to info@pohodapaws.com or to our registered office.

11. Consumer rights and complaints

Ordinary booking cancellation is separate from any statutory right to withdraw from a distance or off-premises contract. Where a statutory withdrawal right applies, it takes priority over the booking fee and cancellation charges above. We do not assume that a dated pet stay automatically qualifies for an exception. Before a binding distance booking, we provide the applicable withdrawal information and form. Starting services during that period requires the owner’s express request; any charge and loss of the right after complete performance follow applicable law.

Please send complaints to the business contact stated in your signed agreement. Statutory remedies for defective service remain available. A consumer dispute that cannot be resolved directly may be submitted to the Czech Trade Inspection Authority (Česká obchodní inspekce, ČOI) for alternative dispute resolution; details are at coi.gov.cz/informace-o-adr. These terms do not waive mandatory consumer rights.

For a consumer service contract concluded by email or another distance method, where the statutory right applies, you may withdraw within 14 days of concluding the contract without giving a reason. Send a clear statement to info@pohodapaws.com or our registered office; sending it before the deadline is sufficient. We return payments without undue delay and within 14 days of receiving withdrawal, using the same payment method unless you agree otherwise without extra cost. A proportional charge for services already provided is due only where the legal conditions are met, including your express request to start during the withdrawal period. Loss of the right after full performance requires the legally required prior consent and acknowledgment; the enquiry checkbox is not that consent.

Optional withdrawal form: To the care provider identified in section 1, at info@pohodapaws.com or the registered office above. I notify you that I withdraw from my contract for the following service: ______. Contract date / booking reference: ______. Consumer name and address: ______. Date: ______. Signature (only for a paper form): ______. You may use another clear statement instead.

12. Complaints procedure

For a service complaint, describe the booking, the issue and the remedy requested. We provide written confirmation of receipt and outcome, including reasons for rejection. Consumer complaints are resolved and the consumer informed within 30 days unless a longer period is agreed with that consumer. Mandatory remedies and compensation rights remain available.

13. Legal and recovery costs

If a dispute or unpaid amount leads to legal action, reasonable, documented legal or recovery costs may be claimed from the owner only to the extent permitted by applicable law or awarded by the competent court. There is no automatic obligation to pay all of our lawyer fees merely because a disagreement occurs. Consumer complaint, court and compensation rights remain unaffected.