Questions, answered
Short answers to what owners ask us most. Can't find yours? Get in touch.
Do we need to meet first?
No. We're happy to meet first if you'd like, but it's never required.
How do I book?
Pick your service and dates on our booking page, see your total, and pay straight away with our payment link. Then send us a quick WhatsApp and we'll ask a few questions about your pet. If we can't take a booking for any reason, you get a full refund.
How do I pay?
Using the payment link on our booking page, with your pet's name as the reference. Payments go to the owner's own account, so you may see that name rather than "Oak & Paw". That's normal. We'll never change our payment details by message.
Do you hold dates before payment?
No. Your dates are confirmed once payment lands, so it's best to pay as soon as you get our email.
What vaccinations do you need?
Dogs need parvovirus, distemper, hepatitis and leptospirosis. Kennel cough is required if they'll be with other dogs. Cats staying with us need cat flu and enteritis. Courses must be finished at least two weeks before the start.
Does my pet need insurance?
Yes. Every pet must have its own pet insurance, and we ask for your local vet's details and an emergency contact before the start.
What do I bring?
Their food, lead or harness, bed, any medication in its labelled packaging, and a comfort item. For cats, their litter and a secure carrier.
What about reactive dogs?
Tell us everything when you book. We use it to plan, for example keeping dogs apart, not to turn you away.
My dog is in season. Can she stay?
Please tell us. We can't board a dog in season with other households' dogs, so we'll suggest other dates or a different service, or refund you in full.
Are there dogs you can't take?
We can't accept dogs of a type listed under the Dangerous Dogs Act 1991, including XL Bully types.
Do you take cats?
Yes. Cats can stay with us in a calm space away from the dogs, or we can visit them at home.
Will I get updates?
Yes, photos and videos from us every day.
Can I cancel?
Yes. Full refund 7 or more days before your stay, or 14 days over Christmas, New Year and the summer holidays. Day care, walks and visits are free to cancel up to 48 hours before. Full terms and cancellation.
Do you charge for late collection?
No. Just give us a heads up when you're on your way. If you'd like us to keep them longer, extra nights are charged at the normal rate.
What happens in an emergency?
Contact us any time and we'll reply as soon as we can. We can take your pet the same day, or come to your home using your key safe. Emergency care.
Get in touch
Phone or WhatsApp: phone number to add
Based in Potters Bar, Hertfordshire.