Terms and Conditions
Version 1.0 — May 2026
By confirming a booking at Cão com Cão, you confirm that you have read, understood, and fully accept these Terms and Conditions, which apply to all services provided by the Establishment.
Scope
These Terms and Conditions govern the contractual relationship between Cão com Cão (hereinafter 'the Establishment'), a companion animal boarding facility, and the client booking any service — including hotel boarding, day care, grooming, training, walks, and transport — through caocomcao.pt.
Booking and Payment
Bookings are made exclusively at caocomcao.pt. Hotel bookings are secured by a deposit — a percentage of the booking total, shown to you at payment — with the balance paid on arrival; alternatively, when you book at least the published minimum notice in advance, you may choose to pay in full up front at a discount on the accommodation. Payment is made by bank transfer to the IBAN provided, quoting the reference given. The booking is confirmed only once we have verified receipt of payment; until then availability is not guaranteed, and if the transfer does not reach us by the stated deadline the booking is cancelled. Additional charges accrued during the stay (extra food, medication, supplementary services) are settled at check-out. A high-season stay shorter than the published minimum may be requested, subject to the hotel’s approval: the request reserves no place and takes no payment, and you are emailed the decision.
Admission Requirements and Vaccination
Admission requires mandatory presentation at check-in of an up-to-date vaccination record and proof of internal and external deworming within the last 3 months. Mandatory vaccines: Distemper, Infectious Hepatitis and Parvovirus (DHPPi); Leptospirosis; Rabies (legally required in Portugal); and Kennel Cough — via Nobivac® KC (intranasal, 72h–12 months before) or VERSICAN® Plus Pi (oral, 3 weeks–12 months before). The Establishment may refuse animals with signs of contagious illness, open wounds, females in heat, or aggressive behaviour posing a risk to staff or other animals.
Behaviour During the Stay
Should the animal display extreme anxiety, destructive behaviour, self-harm, or aggression that compromises its own welfare or that of other animals and staff, the client will be contacted immediately. The Establishment may request early collection of the animal, with no refund of amounts already paid.
Check-in and Check-out
Check-in: 16:00–19:00. Check-out: by 11:00 on the day of departure. Need more time? Add late check-out to your booking and collect your dog by the published hour — they spend the afternoon in day care. Late collections that were not arranged in advance may incur an additional charge. The day care service operates Monday to Friday, 08:00–19:30; late collection is subject to a late fee as per the current price list.
Personal Belongings
All items brought for the animal (blankets, bed, toys, bowls, leads) must be labelled with the animal's name before drop-off at check-in and recorded on the intake form. Cão com Cão accepts no responsibility for damage, loss, or deterioration of unlabelled items, or for normal wear and tear caused by the animal's use during the stay.
Abandonment and Failure to Collect
Failure to collect the animal within 48 hours after the end of the booked stay, without prior notice to the Establishment, is considered animal abandonment. Cão com Cão will immediately notify the relevant authorities (DGAV and/or GNR/PSP) and will continue to provide the animal with the necessary care. A daily fee equivalent to the standard nightly rate is charged for each day beyond the agreed end date, until the situation is resolved. If no contact is made within 30 days of the stay end date, the animal may be surrendered to an animal welfare organisation or placed for adoption in accordance with applicable law, without prejudice to the recovery of any outstanding charges.
Veterinary Care and Emergencies
The Establishment maintains a partnership with a local veterinary clinic for urgent situations. In a medical emergency, the team acts immediately in the animal's best interests and contacts the client without delay. If the client cannot be reached, all necessary measures will be taken — including transport and authorisation of urgent veterinary intervention — with all costs borne solely by the client. Cão com Cão is not responsible for illness, injury, or worsening of pre-existing conditions not attributable to proven negligence by its staff.
Image Rights
Unless otherwise indicated by the client, Cão com Cão may capture and share photographs and/or videos of the animal on its digital platforms and communications materials, solely for informational and service promotion purposes. This authorisation is separate from acceptance of these Terms and may be withdrawn at any time in writing to geral@caocomcao.pt, with effect only for future publications.
Changes to These Terms
Cão com Cão may update these Terms and Conditions, publishing changes on the website at least 15 days in advance with the date of effect. Bookings already confirmed before the change date remain subject to the conditions in force at the time of confirmation.
Governing Law and Jurisdiction
This agreement is governed by Portuguese law. The parties elect the courts of Porto for resolution of any disputes arising from its interpretation or performance, without prejudice to the use of alternative consumer dispute resolution mechanisms. For out-of-court resolution, the client may contact the Porto Consumer Dispute Arbitration Centre (www.cicap.pt) or another legally recognised body.
Cancellation and Refunds
Hotel
- Cancel more than 15 days before check-in and what you paid for the stay is converted into credit on your customer account. From 15 days before check-in, no credit is issued.
- Extras you paid for are always refunded, however much notice you give.
- Any amount that would have been due at check-in is no longer owed.
- Credit can be used on any future booking or converted to cash, with a fee of 10% charged on the amount converted.
Daycare
- 15 or more days before the start of the service — full refund.
- From 8 to 14 days before the start of the service — 50% of the service refunded.
- Under 8 days before the start of the service — no refund of the service.
Right of withdrawal
Under Article 17(1)(l) of Decree-Law 24/2014 of 14 February (Article 16(l) of Directive 2011/83/EU), the 14-day right of withdrawal does not apply to bookings of services for a specific date or period (hotel boarding, day care, grooming, training, walks and transport). Cancellation of these bookings is governed solely by the cancellation policy above.
Extras are always refunded in full. Services not listed above can be cancelled at any time with a full refund.
Exception: documented medical emergency affecting the client or the animal (veterinary or medical declaration). The Establishment will review the request on a case-by-case basis and may offer a credit for future use or a partial refund.
Early collection of the animal before the end of the contracted period does not entitle the client to a proportional refund for the remaining days.
In the event of force majeure (fire, flooding, serious veterinary emergency on the premises, or authority order), Cão com Cão will cancel the booking and process a full refund within 5 business days.
Liability and Insurance
Cão com Cão holds a civil liability insurance policy for the boarding of companion animals, covering damage directly caused by its staff in the course of their duties and within the Establishment's premises.
The client is fully responsible for material, physical, or other damage caused by their animal to third parties, other boarded animals, or the Establishment's property.
We strongly recommend verifying whether your pet insurance policy includes civil liability coverage for third-party damage.
Personal Data Protection
Personal data of the client and the animal is processed in accordance with the General Data Protection Regulation (GDPR — Regulation (EU) 2016/679) and Law No. 58/2019 of 8 August. Rights of access, rectification, erasure, portability, restriction, and objection may be exercised through the client area at caocomcao.pt or in writing to geral@caocomcao.pt.
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