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CuppaPug –  Booking Policy

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At CuppaPug, we operate as a bookings-based business to protect the welfare, safety, and happiness of our beloved pugs. Carefully managing their engagement time, rest breaks, training needs, and overall wellbeing is central to everything we do. For this reason, we ask all guests to follow our Booking Policy to ensure both visitors and pugs enjoy a calm, safe, and magical experience.

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1. Booking Requirements

  • All visits to CuppaPug must be booked in advance.

  • Please ensure you arrive 15 minutes before your session to allow time for check-in, hand washing, and preparation.

  • If you arrive after your session has begun, entry cannot be permitted and no refunds will be given. This is a requirement of our animal exhibition license and helps us maintain a stable environment for the pugs.

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2. Cancellation & Refund Policy

We understand that plans can change; however, maintaining a consistent schedule is essential for pug welfare.

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Refunds for Cancellations

  • All bookings are final.

  • Refunds are only available if the cancellation is made within 48 hours of purchase.

  • After 48 hours, no refunds can be issued for any reason.

Rescheduling

  • Rescheduling is available with at least 24 hours’ notice, subject to availability.

  • No changes or reschedules can be made within 24 hours of your booking.

Final Confirmation

  • The confirmation email sent 24 hours before your session is your final confirmation.

  • After this point, no refunds, reschedules, or changes can be made.

These policies allow us to protect our schedule, honour the needs of our pugs, and provide the best experience for all guests.

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3. Arrival Policy

To comply with animal exhibition licensing requirements and maintain a safe, settled environment:

  • Guests must arrive 15 minutes before the session start time for check-in and hygiene procedures.

  • Late arrivals cannot be admitted once the session has started, and no refunds will be issued.

  • This ensures sessions begin smoothly and the pugs remain calm and comfortable throughout the day.

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4. Children in Attendance

CuppaPug welcomes families, and our policies must align with our licensing conditions to ensure safety for both guests and pugs.

  • Children of all ages may attend.

  • A child ticket is required from the age of 1 year old.

  • Children under 16 must be accompanied by an adult.

  • One adult may accompany up to five children.

We kindly ask all adults to supervise children at all times to maintain a safe, gentle environment for the dogs.

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5. Birthday Ticket Policy

To make your celebration extra special, we offer a CuppaPug Birthday Ticket under the following conditions:

Eligibility

  • Available to guests visiting on their birthday or within 7 days of it.

  • Valid ID confirming the date of birth may be required.

Booking Requirements

  • The Birthday Ticket is free, with a £1 booking fee.

  • Must be booked alongside two full-price adult tickets in the same transaction.

  • All three guests must attend together on the selected date.

Validity

  • The Birthday Ticket is valid only for the birthday guest and cannot be transferred or exchanged for cash.

Cancellations & Rescheduling

  • Birthday Tickets are non-refundable and non-transferable.

  • Rescheduling is only possible with 48 hours' notice, subject to availability.

General Admission

  • All standard CuppaPug house rules apply to the birthday guest and accompanying adults.

By booking a Birthday Ticket, you agree to these terms. We can’t wait to help you celebrate!

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6. House Rules & Welfare Commitment

To maintain a calm, enriching environment for the pugs:

  • Follow all instructions from staff.

  • Be gentle and respectful when interacting with the pugs.

  • Food, drink, and belongings must be handled responsibly to ensure pug safety.

  • Guests who disregard the rules may be asked to leave without refund.

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Thank You

Thank you for supporting CuppaPug and helping us create a safe, enjoyable, and magical environment for both our visitors and our pugs. Your cooperation helps us ensure that every session is full of happiness, comfort, and the joyful energy that makes CuppaPug such a special place.

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