TERMS & CONDITIONS

SUPERDOGS LUGANO SNC · ENGLISH

Last updated: 15.09.2026 · Lugano, Switzerland

The services described in these Terms and Conditions are provided by Superdogs Lugano SNC, with registered seat at Via San Salvatore 2, 6900 Paradiso (Switzerland), entered in the Commercial Register of the Canton of Ticino under number CHE-234.881.009. Any reference to “Superdogs Lugano” in these Terms and Conditions, on the website, in promotional materials, communications, registration forms, invoices or any other documentation shall be understood as a reference to Superdogs Lugano SNC.

 

1. General Information

Superdogs Lugano provides dog care services with the objective of maintaining a safe, controlled, and positive environment for all dogs. While Superdogs Lugano operates with care, diligence, and responsibility, the owner acknowledges and accepts that the handling and supervision of animals involves inherent and unpredictable risks, including but not limited to scratches, bites, falls, collisions, conflicts between dogs, stress, diarrhea, vomiting, loss of appetite, agitation, fatigue, escape, injuries, illness, heatstroke, allergic reactions, transportation-related incidents, and other unforeseen situations resulting from the behavior of the dog or other animals.

 

2. Dog Registration

Prior to using any service, the owner must complete the Superdogs Lugano registration form accurately, truthfully, and in full. The owner is responsible for the accuracy of all information provided, including but not limited to information regarding health, vaccinations, behavior, fears, allergies, medications, aggression, previous bite incidents, escape tendencies, separation anxiety, reactivity, digestive issues, and any other relevant information. Superdogs Lugano shall not be held responsible for consequences arising from incomplete, inaccurate, omitted, misleading, or outdated information provided by the owner. The owner agrees to promptly communicate any changes regarding the dog's health, behavior, diet, medication, vaccination status, or special needs.

 

3. Health and Vaccination Requirements

The dog must be in good health, appropriately vaccinated, and fit to participate in the requested activities. The owner warrants that the dog is up to date with the core vaccinations recommended for dogs attending group settings — distemper, hepatitis, parvovirus, leptospirosis and kennel cough — according to the schedule set by the attending veterinarian, and with any vaccination required by applicable law. Superdogs Lugano reserves the right to request proof of current vaccinations and/or veterinary records at any time. The dog must not exhibit signs of contagious illness, including but not limited to coughing, fever, vomiting, diarrhea, nasal or eye discharge, parasites, open wounds, skin infections, visible lameness, or any condition that may endanger other dogs, people, or the dog itself. Superdogs Lugano reserves the right to refuse, suspend, or terminate services if the dog displays suspicious symptoms, inadequate hygiene, parasites, illness, or behaviors deemed incompatible with the requested service. Any costs, losses, or consequences resulting from undisclosed illnesses, parasites, or medical conditions shall remain the sole responsibility of the owner. The owner is solely responsible for maintaining current vaccinations, booster vaccinations, and preventative veterinary care as recommended by their veterinarian. Superdogs Lugano reserves the right to request veterinary documentation, health certificates, or proof of vaccinations whenever deemed necessary.

3A. Microchip and Identification

The owner confirms that the dog is properly identified by means of a microchip in accordance with applicable regulations and that all registration information held by the relevant authorities is current and accurate. The owner is responsible for maintaining up-to-date contact information associated with the dog's microchip. Superdogs Lugano shall not be liable for any consequences arising from incomplete, inaccurate, or outdated identification records.

3B. Submission of Health and Identification Documents

3B.1 Availability before the first service. The vaccination booklet and the dog’s passport must be available to Superdogs Lugano SNC before the first service begins, without exception.

3B.2 On-site registration. If registration takes place on site for a service starting immediately, the documents must be shown at registration. Superdogs Lugano SNC may photograph them and retain a copy in accordance with clause 31B.

3B.3 Advance registration. If registration takes place in advance, copies of the documents must reach Superdogs Lugano SNC, by email or message, at least 24 hours before the first service begins.

3B.4 Consequences. Without these documents the service cannot begin. Superdogs Lugano SNC reserves the right to refuse or postpone the service; any costs already incurred remain payable in accordance with clause 17. In a veterinary emergency it is essential to be able to prove the dog’s vaccination status and identity immediately.

3B.5 Updates. The owner undertakes to send Superdogs Lugano SNC an updated copy of the documents promptly upon each vaccination renewal or change to the dog’s identification details.

 

4. Dog Behaviour

The owner confirms that all relevant behavioral information regarding the dog has been disclosed accurately and completely, including but not limited to aggression, reactivity, anxiety, fear, escape tendencies, destructive behavior, resource guarding, difficulties with other dogs, difficulties with people or children, and reactions to noises, bicycles, vehicles, scooters, or other stimuli. Superdogs Lugano reserves the right to refuse, suspend, or terminate any service at any time if the dog's behavior is considered unsafe, unmanageable, excessively stressful for the dog, or incompatible with other dogs, staff members, or the environment. The owner remains responsible for any damage, injury, expense, loss, or consequence caused by their dog to people, animals, property, vehicles, premises, equipment, or third parties.

 

5. Assessment, Trial Period and Compatibility

For daycare services and group activities, Superdogs Lugano may require an introductory meeting, trial day, or adjustment period. Acceptance into any service is not automatic. Superdogs Lugano reserves the right to assess the compatibility of the dog with the environment, other dogs, and the requested service. Not all dogs are suitable for daycare, group walks, or hiking activities. The final decision regarding suitability rests solely with Superdogs Lugano.

5A. No Guarantee of Continued Acceptance

Successful completion of a trial day, introductory period, or previous participation in services does not guarantee future acceptance of the dog. Superdogs Lugano reserves the right to reassess a dog's suitability for participation in its services at any time, without entitlement to any refund, whether partial or full.

 

6. Dog Daycare

During daycare services, dogs may participate in supervised play, rest periods, enrichment activities, walks, positive training exercises, and social interactions. The owner understands that even under supervision, interactions between dogs involve natural risks, including scratches, minor bites, collisions, falls, stress, overexcitement, fatigue, sudden conflicts, and other unforeseen events. Superdogs Lugano will take reasonable measures to prevent unsafe situations but cannot guarantee the complete absence of accidents, illness, injuries, or behavioral reactions. The owner further understands that following daycare participation, some dogs may experience temporary fatigue, excitement, increased thirst, increased appetite, soft stools, diarrhea, vomiting, temporary loss of appetite, or temporary behavioral changes resulting from activity, stimulation, emotional excitement, positive stress, or changes in routine. In the event of significant, persistent, or concerning symptoms, the owner is responsible for consulting their veterinarian. Owners acknowledge that group activities involve inherent risks and that minor scratches, superficial abrasions, dirt, wet fur, normal wear of collars or harnesses, and other minor consequences of everyday canine activities may occur even under appropriate supervision.

6A. Private Overnight Boarding

Superdogs Lugano offers private overnight boarding in a home environment. Dogs stay as members of the household and receive personalised care, individual attention, regular exercise, supervision and a comfortable place to rest throughout their stay. The Owner understands and accepts that, although Superdogs Lugano takes all reasonable precautions to ensure the safety and well-being of every dog, overnight boarding involves inherent and unpredictable risks, including but not limited to illness, injury, stress, anxiety, digestive upset, interactions with other dogs, environmental hazards, escape attempts, unforeseen medical conditions, and other circumstances beyond the reasonable control of Superdogs Lugano. Superdogs Lugano will provide supervision throughout the dog's stay whenever reasonably possible. However, the Owner acknowledges that continuous physical observation every second of the day and night cannot be guaranteed.

Drop-off & Collection Times

Drop-off and collection appointments must take place during the agreed time window. The overnight boarding fee includes collection of the dog up to 13:00 on the agreed departure date. Collection between 13:00 and 18:00 will be charged as one Half-Day Daycare, according to the current Superdogs Lugano price list. Collection after 18:00 will be charged as one Full-Day Daycare, according to the current Superdogs Lugano price list. Dogs must be collected no later than 23:00 on the agreed departure date. If a dog remains in the care of Superdogs Lugano after 23:00, an additional overnight boarding fee will automatically apply for each additional night, regardless of the reason for the delayed collection. Any extension of the stay is subject to availability and cannot be guaranteed. The applicable daycare or overnight boarding charges shall be applied automatically whenever the dog is collected outside the agreed collection time, without requiring any additional agreement between the parties. Repeated delays or changes to agreed drop-off or collection times may result in additional charges or refusal of future bookings.

Food & Supplies

The Owner must provide sufficient food for the entire stay together with written feeding instructions, where applicable. If insufficient food is provided or the Owner forgets to bring food, Superdogs Lugano may, at its sole discretion, use suitable alternative food or purchase the necessary food to ensure the dog's well-being. Any food purchased on behalf of the Owner shall be charged to the Owner. The Owner must inform Superdogs Lugano in writing of any allergies, intolerances, dietary restrictions or special nutritional requirements before the boarding begins. Unless otherwise instructed in writing, Superdogs Lugano may provide suitable treats during the stay.

Personal Belongings

Owners are welcome to provide a blanket, bed, toy or another familiar item to help the dog settle comfortably. While every reasonable care will be taken, Superdogs Lugano shall not be responsible for the loss of, damage to, chewing of, staining of or normal wear and tear to any personal belongings brought with the dog.

Exercise & Socialisation

During their stay, dogs may participate in private walks, enrichment activities, play sessions, rest periods and socialisation opportunities where considered appropriate. Superdogs Lugano reserves the right to modify activities, separate dogs or adjust the daily routine whenever deemed necessary for the safety, health, welfare or compatibility of the dogs.

Health During Boarding

Should a dog develop signs of illness, injury or any condition requiring attention during the stay, Superdogs Lugano may isolate the dog, seek veterinary advice or terminate the boarding where reasonably necessary. Any veterinary treatment, medication, transport, emergency care or additional costs arising during the boarding shall remain the sole responsibility of the Owner.

Early Collection

If Superdogs Lugano determines, at its sole discretion, that a dog is no longer suitable to continue the boarding due to behavioural, medical, welfare or safety reasons, the Owner agrees to collect the dog immediately upon request. If the Owner is unable to do so within a reasonable period, Superdogs Lugano may arrange alternative transport at the Owner's expense. The early termination of a boarding stay shall not entitle the Owner to any refund, whether partial or full.

Extension of Stay

If the Owner is unable to collect the dog on the agreed departure date, the Owner must notify Superdogs Lugano as soon as reasonably possible. Any extension of the boarding stay is subject to availability and cannot be guaranteed. Each additional overnight stay shall be charged according to the current Superdogs Lugano boarding rates.

Private Boarding

Superdogs Lugano offers a limited-capacity private boarding service. Acceptance of any boarding request is entirely at the sole discretion of Superdogs Lugano. Previous boarding stays, trial stays or prior acceptance do not guarantee future availability or acceptance. Superdogs Lugano reserves the right to refuse or decline any boarding request where it believes that doing so is in the best interests of the dog, other dogs, its staff, or the safe operation of its services. “Private boarding” means care in a home environment with a limited number of dogs, and not exclusive care of a single dog or a single household at a time. Other dogs may therefore be present during the stay, including the dogs resident in the home.

 

7. Home-Based Dog Walking

For home-based walking services, the owner authorizes Superdogs Lugano to collect the dog from the agreed location and provide the booked walking service. The owner must provide a suitable collar or harness and a secure leash in good condition. Superdogs Lugano reserves the right to refuse the service if the equipment provided is considered unsafe. During walks, natural risks may occur, including but not limited to encounters with other dogs, people, bicycles, traffic, sudden noises, falls, slips, accidental ingestion of substances, insect bites, allergic reactions, escape attempts, attacks by other animals, injuries, or adverse weather conditions. Superdogs Lugano will exercise reasonable care but cannot guarantee complete control over external or unforeseeable circumstances.

7A. Access to the Owner's Property

7A.1 Authorisation and scope. Where the client provides Superdogs Lugano SNC with keys, codes, badges, remote controls or other means of access (“access means”), the client authorises Superdogs Lugano SNC to enter their home solely to perform the agreed service, and only in those areas needed for that purpose. Any other use is excluded.

7A.2 Client’s authority. The client warrants that they are entitled to grant such access and have obtained, where required, the consent of owners, landlords, co-occupants or other parties with rights over the property.

7A.3 Authorised persons. Access is permitted only to Superdogs Lugano SNC personnel and to any appointed substitutes or assistants bound by equivalent confidentiality obligations. Except in urgent cases, the client is informed in advance if the service is to be performed by a substitute.

7A.4 Information provided by the client. The client is responsible for providing clear, complete and up-to-date instructions regarding access to the property, alarm systems, gates, doors, fences, the presence of other animals or people, and any other information relevant to safety.

7A.5 Safekeeping of access means. Superdogs Lugano SNC keeps access means with care, in a locked place and separately from the client’s identifying details. Keys carry no address or client name, only an identifying code. Alarm and access codes are treated as confidential, are not disclosed to unauthorised third parties, and are not stored unprotected.

7A.6 Handover record. The handover and return of access means are recorded in writing, stating the date, time and person receiving them. On request, the client receives written confirmation.

7A.7 Loss and security incidents. If an access means is lost, stolen or suspected of being compromised, Superdogs Lugano SNC informs the client without undue delay and, as a rule, within 24 hours of becoming aware.

7A.8 Liability. Superdogs Lugano SNC is liable in accordance with statutory provisions. Liability for intent or gross negligence, and for injury to life, body or health, remains unaffected. To the extent permitted by law, Superdogs Lugano SNC is not liable for events arising from defective locks, gates or alarm systems, from unauthorised access by third parties, or from incomplete or incorrect instructions given by the client. Where loss is attributable to slight negligence, liability is limited to replacing the lost access means where reasonably possible; replacement of locks, cylinders, doors or security systems remains the client’s responsibility, save in cases of intent or gross negligence by Superdogs Lugano SNC or where the law provides otherwise.

7A.9 End of the relationship. On termination of the contractual relationship, or on the client’s simple request, Superdogs Lugano SNC promptly returns all access means in its possession and deletes any codes provided.

7A.10 Emergency access. In an emergency concerning the dog’s health or safety, Superdogs Lugano SNC is authorised to enter the home and, if necessary, to admit veterinarians, first responders or emergency services, informing the client as soon as possible.

 

8. Hiking Activities and Outdoor Excursions

Hiking activities and outdoor excursions involve greater risks than urban walks. The owner acknowledges and accepts that such risks may include, but are not limited to, uneven terrain, falls, slips, sprains, cuts, thorns, ticks, insects, ingestion of plants or substances, contact with wildlife, sudden weather changes, heat, cold, dehydration, fatigue, heatstroke, escape, or temporary loss of the dog. Superdogs Lugano reserves the right to modify, shorten, postpone, or cancel any activity based on weather conditions, temperature, the dog's condition, trail safety, or any other relevant circumstances. The owner confirms that the dog is physically fit and suitable for participation in hiking and outdoor activities.

 

9. Transportation

For transportation services, the owner authorizes Superdogs Lugano to transport the dog using a suitable vehicle or any other means of transportation deemed appropriate. The dog may be transported using a crate, kennel, safety restraint, partition system, or any other safety equipment selected by Superdogs Lugano. The owner authorizes Superdogs Lugano to determine the route, schedule and any necessary stops considered appropriate for reasons including safety, traffic conditions, the welfare of the dog or operational requirements. The owner acknowledges that transportation involves inherent risks, including but not limited to traffic accidents, sudden braking, traffic delays, stress, nausea, vomiting, agitation, escape during loading or unloading, and other unforeseen events. Superdogs Lugano will take reasonable safety precautions but shall not be held responsible for external events, accidents caused by third parties, traffic conditions, road conditions, or unpredictable reactions of the dog, except where liability cannot legally be excluded.

 

10. Heat, Cold and Weather Conditions

Superdogs Lugano may modify, shorten, postpone, relocate, or cancel any service due to excessive heat, cold, thunderstorms, heavy rain, strong winds, ice, snow, or any other unsafe weather conditions. The owner acknowledges that dogs may be sensitive to heat, cold, and humidity, and that brachycephalic breeds, puppies, senior dogs, overweight dogs, or dogs with respiratory or cardiac conditions may be at increased risk of illness or heatstroke. Superdogs Lugano will take reasonable measures to prevent heatstroke, dehydration, or hypothermia; however, the owner accepts that such conditions may still occur despite preventative measures.

 

11. Food, Treats and Allergies

The owner must inform Superdogs Lugano of any allergies, intolerances, dietary restrictions, or digestive sensitivities. Superdogs Lugano may use treats, snacks, lick mats, food enrichment activities, or rewards during services unless otherwise instructed in writing by the owner. In the absence of written information regarding allergies or dietary restrictions, the owner authorizes the use of food items, snacks, and treats considered suitable for dogs. Superdogs Lugano shall not be held responsible for allergic reactions, vomiting, diarrhea, soft stools, digestive upset, or other food-related reactions where allergies, sensitivities, or restrictions were not clearly communicated in writing by the owner.

 

12. Equipment, Personal Belongings and Required Supplies

The owner is responsible for providing the dog with all necessary equipment suitable for the booked service. For home-based walks, the dog must be equipped with a suitable collar or harness and a secure leash in good condition. For daycare services, the owner must provide sufficient food for the dog's entire stay, together with a food bowl where required by Superdogs Lugano or where the dog requires specific feeding equipment. Should the owner fail to provide sufficient food or forget to provide food entirely, Superdogs Lugano may, at its sole discretion, use available food supplies or purchase food necessary to ensure the dog's welfare. Any costs incurred for the purchase of food shall be entirely borne by the owner. The owner is responsible for providing written notice of any allergies, food intolerances, dietary restrictions, or special nutritional requirements. In the absence of written dietary instructions, the owner authorizes Superdogs Lugano to provide any food, treats, or snacks considered appropriate for the dog. Superdogs Lugano shall not be responsible for temporary dietary changes, minor digestive upset, soft stools, diarrhea, vomiting, or any reactions resulting from information not disclosed by the owner or from the need to provide alternative food when the owner has failed to supply adequate food. For hiking activities, transportation services, and any other activity deemed appropriate by Superdogs Lugano, the dog must wear a suitable and secure harness. If equipment supplied by the owner is considered unsuitable or unsafe, Superdogs Lugano may refuse the service or, where available, use its own equipment. The owner remains responsible for the fit, maintenance, and safety of collars, harnesses, leashes, and any other equipment supplied. Superdogs Lugano shall not be responsible for the loss, damage, dirt, wear, breakage, or deterioration of collars, harnesses, leashes, blankets, toys, bowls, or other personal belongings provided by the owner. If the owner fails to provide required equipment or supplies, Superdogs Lugano reserves the right to modify, restrict, suspend, or refuse the service without obligation to provide a refund.

12A. Forgotten Personal Belongings

Superdogs Lugano shall not be responsible for personal items forgotten, misplaced, or left at its premises or within its vehicles beyond the period reasonably necessary for the provision of services.

 

13. Veterinary Emergencies

In the event of an accident, injury, illness, heatstroke, ingestion of potentially harmful substances, allergic reaction, bite, trauma, escape, or any other circumstance which, in the reasonable judgment of Superdogs Lugano, requires immediate veterinary attention, Superdogs Lugano will attempt to contact the owner and/or the emergency contact provided during registration. If the owner or emergency contact cannot be reached immediately, or if the time required to obtain authorization may compromise the health or safety of the dog, the owner expressly authorizes Superdogs Lugano to act in the best interests of the dog. In such circumstances, Superdogs Lugano may transport the dog to the nearest available and suitable veterinary clinic, veterinary hospital, or veterinary facility capable of providing the necessary treatment. The choice of veterinary facility shall be made solely at the discretion of Superdogs Lugano, taking into account urgency, availability, and the type of treatment required. The owner further authorizes Superdogs Lugano to follow the recommendations and instructions of the attending veterinarian whenever the owner cannot be contacted immediately. All costs relating to consultations, examinations, medication, treatments, hospitalization, surgery, transportation, emergency care, and any related expenses shall be borne entirely by the owner. The owner agrees to reimburse such costs in full within the payment terms communicated by Superdogs Lugano. Superdogs Lugano shall not be responsible for medical decisions made by veterinary professionals, treatment outcomes, complications, or consequences arising from pre-existing conditions or medical emergencies affecting the dog.

13A. Minor Injuries and Veterinary Assessment

The owner acknowledges that minor scratches, superficial abrasions, small cuts, insect bites, bruising, muscle soreness, temporary lameness, minor skin irritations, and other minor injuries may occur during normal canine activities, including daycare, walks, transportation, hiking activities, and interactions with other dogs. Superdogs Lugano will make reasonable efforts to identify and communicate injuries that come to its attention. However, the owner understands and accepts that not all injuries, symptoms, or physical conditions are immediately visible or reasonably detectable at the time they occur. Where Superdogs Lugano considers an injury or condition to be minor and non-urgent, notification may be provided at the time of collection or within a reasonable period thereafter. The owner further acknowledges that symptoms or injuries may become apparent only after the completion of a service and that the appearance of such symptoms does not necessarily indicate negligence or fault on the part of Superdogs Lugano. Superdogs Lugano shall not be responsible for minor injuries, delayed-onset symptoms, or conditions that were not reasonably identifiable during the provision of services, except where liability cannot legally be excluded. The owner remains responsible for monitoring their dog following each service and for seeking veterinary advice whenever deemed necessary.

 

14. Escape, Loss or Unpredictable Behaviour

Superdogs Lugano takes reasonable precautions to prevent escapes and loss of dogs. However, the owner acknowledges that dogs may react suddenly and unpredictably, including panic responses, escapes through doors or gates, slipping out of collars or harnesses, jumping fences, opening doors, chasing animals or vehicles, or other unexpected behaviors. The owner must disclose any known escape tendencies or recall difficulties prior to participation in services. Superdogs Lugano shall not be held responsible for escapes or loss resulting from unpredictable canine behavior, undisclosed information, unsafe equipment supplied by the owner, external events, or circumstances beyond the reasonable control of Superdogs Lugano, except where liability cannot legally be excluded.

 

15. Owner Responsibility

The owner remains legally and financially responsible for their dog at all times. The owner shall be responsible for any damage, injury, loss, expense, claim, or liability caused by the dog to persons, animals, property, premises, vehicles, equipment, or third parties. The owner agrees to indemnify and reimburse Superdogs Lugano for any costs, damages, veterinary expenses, cleaning costs, repairs, third-party claims, fines, or other consequences caused by their dog.

15A. Damage to Property, Equipment and Vehicles

The owner shall be responsible for any damage caused by their dog to facilities, fences, gates, doors, furniture, crates, kennels, leashes, harnesses, vehicles, equipment, toys, or any other property used by Superdogs Lugano. Normal wear and tear resulting from everyday activities with dogs is excluded. Where damage exceeds normal wear and tear or results from destructive, aggressive, or exceptional behavior by the dog, Superdogs Lugano reserves the right to seek full reimbursement for repair or replacement costs. The owner shall also remain responsible for any damage caused by their dog to people, other animals, or third-party property during participation in services provided by Superdogs Lugano.

15B. Owner's Insurance

The owner acknowledges that they are responsible for maintaining any liability insurance or other insurance coverage applicable to their dog. Superdogs Lugano does not replace, assume, or provide insurance coverage on behalf of the owner.

 

16. Limitation of Liability

Superdogs Lugano undertakes to provide services with reasonable care and diligence. The owner acknowledges that no service involving animals can be entirely free of risk. To the fullest extent permitted by law, Superdogs Lugano, its owners, employees, contractors, assistants, representatives, and partners shall not be liable for injury, illness, death, escape, loss, damage, stress, behavioral changes, digestive disturbances, accidents, delays, veterinary expenses, or other events arising from inherent risks, unpredictable canine behavior, the behavior of other animals, incomplete information provided by the owner, force majeure events, or circumstances beyond the reasonable control of Superdogs Lugano. Nothing in these Terms and Conditions shall exclude or limit liability where such liability cannot legally be excluded.The services provided by Superdogs Lugano constitute an obligation of means rather than an obligation of result. Superdogs Lugano undertakes to perform its services with the reasonable care, diligence and professional skill expected under the circumstances, without guaranteeing the achievement of any particular outcome.

16A. Costs, Advances and Liability

16A.1 Advancing costs and liability. Payment or advance of veterinary, transport or other costs by the owner or by Superdogs Lugano SNC neither determines nor prejudices the question of who is ultimately responsible for the event. Final liability is established separately, according to the circumstances of the case and the applicable law.

16A.2 Urgent treatment without delay. Superdogs Lugano SNC is authorised to arrange necessary veterinary treatment without delay, so that waiting for authorisation or discussing costs never delays treatment of the dog.

16A.3 Costs borne by the owner. The owner bears the ordinary costs of caring for the dog and costs arising from circumstances attributable to the owner, including incomplete, inaccurate or withheld information.

16A.4 Reservation. No provision of these Terms and Conditions, including clauses 6A, 13, 13A, 29B, 29D, 15 and 16, may be interpreted as placing on the owner costs or consequences attributable to Superdogs Lugano SNC. Liability for intent or gross negligence, and for injury to life, body or health, remains unaffected.

 

17. Bookings, Payments and Cancellations

Bookings must be made in advance through the channels designated by Superdogs Lugano. Payment must be made in accordance with the payment terms communicated by Superdogs Lugano. Cancellations must be communicated at least 24 hours prior to the scheduled service. In the event of late cancellation, failure to attend, or failure to present the dog for the booked service, Superdogs Lugano reserves the right to charge the full amount of the service. Additional charges may apply in the event of late collection of the dog.

17A. Price Changes

Superdogs Lugano reserves the right to modify prices, rates, surcharges, packages, promotions, payment terms, and commercial conditions at any time. Payment may be required either in advance or upon completion of the service, as determined by Superdogs Lugano. Updated prices shall be published on the official Superdogs Lugano website or communicated through official communication channels. Price changes shall not apply retroactively to services already confirmed and paid for, unless otherwise expressly stated. Booking or using services after revised pricing has taken effect shall constitute acceptance of the updated rates.

17B. Packages, Credits and Service Expiry

Superdogs Lugano may offer packages, prepaid credits, memberships, subscriptions, or promotional service bundles. Unless otherwise stated in writing by Superdogs Lugano, each package must be used within the validity period specified at the time of purchase. Once the validity period has expired, any unused services, credits, sessions, or daycare days shall be deemed forfeited and shall not give rise to refunds, extensions, replacements, cash conversions, or transfers to other clients. Packages, memberships, and credits are personal and non-transferable unless expressly authorized in writing by Superdogs Lugano. Failure to use services included within a package due to circumstances attributable to the owner shall not entitle the owner to any refund, compensation, or replacement. Superdogs Lugano reserves the right to modify, suspend, discontinue, or replace packages, memberships, promotional offers, or prepaid service programs at any time.

17C. Cancellations During Holidays and Peak Seasons

During holiday periods and peak seasons, including but not limited to Christmas, New Year, Easter, and other national or cantonal public holidays, Superdogs Lugano SNC applies specific cancellation conditions due to limited availability and increased demand for its services.

These conditions apply to all services offered by Superdogs Lugano SNC, including dog daycare, private overnight boarding (including stays of multiple consecutive nights), dog walking, and all other booked services.

For confirmed bookings during these periods, the following cancellation conditions apply:

• Cancellation with at least 7 days (168 hours) notice: No cancellation fee.

• Cancellation with less than 7 days but at least 24 hours notice: A cancellation fee of 50% of the total booking amount will be charged.

• Cancellation with less than 24 hours notice: A cancellation fee of 100% of the total booking amount will be charged.

• No-show or failure to drop off the dog: A cancellation fee of 100% of the total booking amount will be charged.

The notice period is calculated from the scheduled date and time of the first booked service. For overnight boarding, the notice period is calculated from the scheduled date and time the dog is due to be dropped off at the beginning of the stay.

All cancellations must be communicated in writing through the official communication channels of Superdogs Lugano SNC. The date and time the cancellation notice is received shall determine whether the required notice period has been met.

For private overnight boarding, regardless of the number of nights booked, the above percentages apply to the total amount of the entire confirmed stay, not just the first night. The same principle applies to bookings involving multiple consecutive days.

If the customer has already made an advance payment, Superdogs Lugano SNC shall retain only the amount due under these cancellation conditions and refund any remaining balance.

These special cancellation conditions apply exclusively to holiday and peak-season periods communicated to the customer before booking confirmation and take precedence over the standard cancellation conditions set out in Section 17 for the bookings concerned.

Any mandatory provisions of Swiss law remain unaffected.

 

18. Late Collection, Failure to Collect and Abandonment

The owner is required to respect agreed drop-off and collection times. Superdogs Lugano grants a grace period of 15 minutes beyond the agreed collection time. After this grace period, a surcharge of CHF 10 applies automatically for the first 15 minutes of delay and a further CHF 10 for each subsequent 15-minute period or part thereof. These surcharges accumulate. Where the delay reaches the threshold at which a half-day, full-day or additional overnight fee applies under clauses 6A or 18, that fee replaces the CHF 10 surcharges accrued over the same period and is not added to them. Where the delay extends significantly beyond the agreed collection time, Superdogs Lugano reserves the right to charge an additional half-day or full-day daycare fee if continued care is required. The owner is responsible for notifying Superdogs Lugano as soon as they become aware of any delay. If the dog is not collected and the owner cannot be reached, Superdogs Lugano will attempt to contact the designated emergency contact. If neither the owner nor the emergency contact can be reached within 12 hours of the scheduled collection time, Superdogs Lugano reserves the right to involve the relevant authorities, veterinary services, licensed animal shelters, or any other competent animal welfare organization. All expenses incurred by Superdogs Lugano relating to care, maintenance, transportation, veterinary treatment, administration, or any other necessary action shall be borne entirely by the owner. The owner remains responsible for all costs incurred until the dog has been transferred to the relevant authority or organization.

18A. Emergency Contact and Failure to Collect

18A.1 Authorisation of the emergency contact. By registering, the owner expressly authorises the person named as emergency contact on the registration form to collect the dog and to receive information concerning the dog, where the owner is unreachable or unable to collect the dog personally. Superdogs Lugano SNC may hand the dog over to that person on proof of identity. The owner is responsible for keeping the emergency contact’s details up to date and for informing them of this authorisation.

18A.2 Contact attempts and written notice. If the dog is not collected at the agreed time, Superdogs Lugano SNC will attempt to contact the owner and then the emergency contact using the details given on the registration form, and will send the owner written notice, by email and/or message, stating a final deadline for collection. Contact attempts and notices sent are documented.

18A.3 Deadline and involvement of the authorities. If 12 hours pass from the agreed collection time without the dog being collected by the owner or the emergency contact, and without any other arrangement having been agreed, the dog is treated as not collected. Superdogs Lugano SNC reserves the right to proceed under clause 18, involving the competent authorities, the cantonal veterinary services, an authorised shelter or another animal welfare body.

18A.4 Care and costs in the meantime. Until the dog is taken over by the owner, the emergency contact or the competent body, Superdogs Lugano SNC continues to care for the dog with reasonable diligence. All costs of care, maintenance, transport, veterinary treatment and administration remain entirely the owner’s responsibility.

18A.5 Ownership of the dog. This clause does not transfer ownership of the dog to Superdogs Lugano SNC. Any transfer of ownership or permanent placement may take place only in accordance with the procedure provided by law and through the competent authorities.

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19. Refusal or Termination of Services

Superdogs Lugano reserves the right to refuse, suspend, modify, or terminate any service in the event of: aggressive, reactive, or unmanageable behavior; illness, parasites, or inadequate hygiene; false, incomplete, misleading, or omitted information; non-payment; repeated lateness or cancellations; risk to the dog, other dogs, staff, or third parties; any situation considered unsafe or incompatible with the requested service. Where Superdogs Lugano refuses, suspends, or terminates a service for any reason permitted under these Terms and Conditions, including but not limited to safety concerns, behavioural issues, incomplete information, health concerns, or incompatibility, the owner shall not be entitled to any refund, reimbursement, compensation, credit, or damages. Superdogs Lugano reserves the sole and absolute right to determine whether a dog is suitable for its services. The decision of Superdogs Lugano is final and cannot be challenged or disputed by the owner.

19A. Early Removal of the Dog

Where Superdogs Lugano determines that a dog is unsuitable to continue participating in a service due to behavioral, medical, safety, compatibility, or other relevant concerns, the owner may be contacted and required to collect the dog before the scheduled end of the service. If the owner is unable to arrange collection within a reasonable period of time, Superdogs Lugano may, at its sole discretion, arrange transportation of the dog to the owner's residence, an authorized contact, or another agreed location. All transportation costs, staff time, and any additional expenses incurred shall be borne entirely by the owner. Early removal or termination of a service shall not entitle the owner to any full or partial refund. The decision of Superdogs Lugano regarding a dog's suitability to continue participating in a service shall be final and not subject to operational dispute during the provision of services.

 

20. Photos and Videos

Superdogs Lugano frequently shares photos and videos of its activities on social media platforms, websites, promotional materials, and marketing content. By registering their dog, the owner acknowledges that the dog may appear in such content. If the owner does not wish their dog to appear in photographs or videos used by Superdogs Lugano, the owner must notify Superdogs Lugano in writing prior to the first booking. In the absence of such written notice, the owner authorizes, without compensation, the use of photographs and videos in which the dog appears for promotional, informational, advertising, marketing, and communication purposes relating to Superdogs Lugano. This consent covers content created during services carried out away from the client’s home. Content created at the client’s home is governed by clause 20A, which sets out its limits.

20A. Photos and Videos at the Client’s Home

20A.1 Scope. During home visits, Superdogs Lugano SNC may take photos and video of the dog inside or in the immediate vicinity of the client’s home and use them for promotional, informational or communication purposes. By registering their dog, the owner acknowledges and consents to this, on the conditions and within the limits of this clause.

20A.2 Mandatory limits. Such use is permitted only on condition that: (a) the dog is filmed and no people are identifiable; (b) the home, its address and its location are not identifiable, including house numbers, nameplates, signs, letterboxes and exterior views of the building; (c) no geolocation data is published; (d) no documents, correspondence, personal items or other confidential material are visible.

20A.3 People. Identifiable people are never filmed or published without their own specific consent. For minors, the consent of the person holding parental authority is required. The owner’s consent does not extend to third parties.

20A.4 Objection. The owner may object at any time, in writing and without giving reasons, to content being created or published at their home. Following an objection, Superdogs Lugano SNC ceases all new use and removes, within a reasonable period, content already published on channels under its direct control, as far as technically possible.

20A.5 Use beyond these limits. Any use going beyond the limits set out in clause 20A.2 requires the owner’s explicit, separate consent, given in writing.

20A.6 Storage. Content created at the client’s home is stored with appropriate security measures and is not transferred to third parties for marketing purposes.

 

21. Use of Safety Equipment

Superdogs Lugano reserves the right to use collars, harnesses, double safety systems, leashes, long lines, gates, partitions, kennels, crates, separate rooms, or any other equipment deemed necessary to ensure the safety of the dog, other dogs, staff members, and third parties. Where necessary for the safety of the dog, other dogs, staff or third parties — in particular during veterinary visits, treatment of wounds, transport, situations of acute stress or pain, or where signs of reactivity are present — Superdogs Lugano SNC may use a muzzle. Only a correctly sized and properly fitted basket muzzle is used, allowing the dog to pant, drink and open its mouth. A muzzle is never used as a punishment, for prolonged periods, on unsupervised dogs, or as a substitute for suitable care and supervision. The owner must disclose in advance whether the dog is already accustomed to a muzzle, whether it is subject to a muzzle requirement imposed by an authority, and whether it has any respiratory or anatomical condition that makes muzzling inadvisable. Where a dog cannot be managed safely without prolonged muzzling, Superdogs Lugano SNC will inform the owner and may suspend or terminate the service under clause 19.

 

22. Separation of Dogs

Superdogs Lugano reserves the right to separate one or more dogs temporarily or permanently during any activity for reasons including, but not limited to, safety, health, compatibility, age, size, energy level, emotional wellbeing, or any other reason deemed appropriate. Participation in group services does not guarantee continuous interaction with other dogs.

 

23. Females in Heat

Superdogs Lugano reserves the right to refuse or suspend participation of female dogs that are in heat or suspected of being in heat. Failure by the owner to disclose such condition may result in immediate termination of the service without entitlement to any refund.

23A. Advance Notice of Heat

23A.1 Duty to notify in advance. The owner must inform Superdogs Lugano SNC before each service if their female dog is in heat or is expected to come into heat during the period of the service. This applies both to daycare and to overnight boarding.

23A.2 Assessment. On receiving that notice, Superdogs Lugano SNC assesses compatibility with the group and with the other dogs present, taking particular account of the presence of intact male dogs.

23A.3 Presence of an intact male dog. The owner acknowledges that an intact male dog is present at the home where overnight boarding takes place. Owners of unspayed females must take this into account and share any relevant information.

23A.4 Decision of Superdogs Lugano SNC. Superdogs Lugano SNC may, at its assessment, accept the dog with separate care arrangements, postpone the service, or decline it. Without the advance notice under clause 23A.1 the dog cannot be accepted.

23A.5 Failure to notify. Where notice is not given or is inaccurate, Superdogs Lugano SNC may interrupt the service immediately with no obligation to refund. Costs and consequences arising from the failure to notify, including any unplanned mating and its consequences, remain the owner’s responsibility in accordance with clause 16A.3.

 

24. Parasites, Ticks and Environmental Risks

The owner acknowledges and accepts that outdoor activities may expose the dog to ticks, fleas, insects, environmental allergens, plants, uneven terrain, wildlife, and other natural hazards. Superdogs Lugano cannot guarantee the complete absence of such risks and shall not be responsible for consequences resulting from reasonably unavoidable natural or environmental events. The owner remains responsible for maintaining appropriate parasite prevention treatments.

24A. Leashing and Off-Leash Activity

24A.1 Dogs on Lead Outdoors Outside the enclosed and supervised areas of Superdogs Lugano SNC, dogs are kept on lead at all times. This applies in particular to individual and group walks, excursions, home visits, transport, waiting periods and any other activity carried out on public land or in unfenced areas.

24A.2 Off-Leash Activity in Enclosed Areas Off-leash activity is permitted only within the enclosed daycare areas, under staff supervision, and only where Superdogs Lugano SNC considers the dog suitable for off-leash activity and compatible with the other dogs present.

24A.3 Discretion of Superdogs Lugano SNC Superdogs Lugano SNC reserves the right at any time to keep a dog on lead, including within the enclosed areas, where it considers this appropriate for the safety of the dog, other dogs, staff or third parties. The owner may neither request nor authorise off-leash activity outside the enclosed areas: any instruction by the owner to that effect does not bind Superdogs Lugano SNC and does not alter its obligations.

24A.4 Risks of Off-Leash Activity The owner understands and accepts that, even within enclosed and supervised areas, free play and interaction between dogs involve inherent risks, including contact, collisions, falls, scratches, bites, over-arousal and minor injuries. The allocation of liability remains governed by clause 16A.

24A.5 Disclosure of Escape Tendencies The owner must disclose in advance any tendency to escape, difficulty with recall, reactivity towards other dogs, or a tendency to slip out of a collar or harness, so that appropriate safety measures can be taken.

 

25. Administration of Medication

Superdogs Lugano may administer medication only on the basis of written instructions provided by the owner. The owner is solely responsible for the accuracy of all instructions regarding dosage, administration times, treatment duration, storage requirements, and any relevant medical information. Superdogs Lugano shall not be responsible for consequences arising from incomplete, inaccurate, ambiguous, outdated, or omitted instructions provided by the owner.

 

26. Transportation Delays

Collection and delivery times are estimates only and may vary due to traffic, accidents, roadworks, weather conditions, veterinary emergencies, operational requirements, or other circumstances beyond the reasonable control of Superdogs Lugano. Superdogs Lugano shall not be liable for delays resulting from such circumstances.

26A. Transportation Pricing

Transportation fees quoted by Superdogs Lugano represent estimates based on the anticipated route, normal travel times, and standard operating conditions. The owner acknowledges and accepts that the actual cost of transportation services may vary depending on traffic conditions, accidents, roadworks, diversions, weather conditions, waiting times, delays, actual distance travelled, specific requirements of the dog, or other unforeseen circumstances. Superdogs Lugano reserves the right to adjust transportation fees based on the actual time spent, distance travelled, and operational conditions encountered. Where reasonably possible, any additional charges will be communicated in advance and shall remain the responsibility of the owner.

 

27. Force Majeure

Superdogs Lugano shall not be liable for delays, modifications, cancellations, interruptions, or failures in the provision of services arising from circumstances beyond its reasonable control, including but not limited to extreme weather events, natural disasters, fires, floods, epidemics, pandemics, strikes, technical failures, power outages, road closures, government restrictions, acts of authorities, or any other unforeseen event.

27A. Cancellation by Superdogs Lugano SNC

27A.1 Cancellation by Superdogs Lugano SNC. Where Superdogs Lugano SNC has to cancel, interrupt or not provide a service for reasons attributable to it, such as illness, accident, staff unavailability or operational reasons, no amount is due for the service not provided.

27A.2 Rescheduling. The owner is offered the opportunity to reschedule the service to an agreed alternative date. If no suitable date can be agreed within a reasonable period, amounts already paid for the service not provided are refunded or, at the owner’s request, credited.

27A.3 Prompt notice. Superdogs Lugano SNC informs the owner as soon as it becomes aware that the service cannot be provided.

 

28. CCTV and Video Surveillance

Superdogs Lugano reserves the right to use CCTV systems and video surveillance equipment within operational areas for purposes including safety, animal welfare, incident documentation, dispute prevention, security, and protection of facilities.

 

29. Modifications to Services

Superdogs Lugano reserves the right to modify, suspend, relocate, postpone, shorten, or discontinue any service, activity, route, excursion, or operational procedure where considered necessary for safety reasons, animal welfare, operational requirements, weather conditions, or any other reasonable circumstance.

29A. Employees, Contractors and Authorized Representatives

Superdogs Lugano reserves the right to engage employees, contractors, dog walkers, pet sitters, transportation providers, assistants, or other qualified representatives in the performance of all or part of the services offered. The owner expressly authorizes such persons to care for, handle, transport, supervise, and manage the dog in connection with services provided on behalf of Superdogs Lugano. All employees, contractors, and authorized representatives shall operate in accordance with the standards, procedures, and instructions established by Superdogs Lugano. References to "Superdogs Lugano" throughout these Terms and Conditions shall, where applicable, include such employees, contractors, representatives, and authorized persons acting on behalf of Superdogs Lugano.

29B. Incidents, Injuries and Communications

Superdogs Lugano will make reasonable efforts to monitor the wellbeing of dogs during the provision of services and to inform owners of any significant incidents, injuries, illnesses, or relevant situations that come to its attention. The owner acknowledges that, as part of normal canine activities, minor scratches, superficial abrasions, dirt, wet fur, muddy paws, minor bumps, temporary fatigue, excitement, stress, or temporary behavioral changes may occur and may not necessarily require immediate notification. Superdogs Lugano reserves the right to determine, in its reasonable judgment, which situations require immediate communication and which may be communicated upon collection of the dog or at a later time. In the event of a significant injury, emergency, sudden illness, or any circumstance affecting the health or safety of the dog, Superdogs Lugano will make reasonable efforts to contact the owner or emergency contact promptly. The owner acknowledges that minor incidents and natural consequences of canine activities do not necessarily constitute negligence or liability on the part of Superdogs Lugano.

29C. Non-Visible Injuries and Delayed Symptoms

The owner acknowledges and accepts that during daycare activities, walks, transportation, hikes, group play, and normal interactions between dogs, minor impacts, scratches, abrasions, muscle strain, insect bites, contact with surfaces, or other events may occur that are not immediately visible or identifiable. The owner further understands that certain symptoms, injuries, or conditions may become apparent only hours or days after the activity has taken place, including but not limited to lameness, skin irritation, muscle soreness, swelling, behavioral changes, digestive upset, or other physical reactions. While Superdogs Lugano undertakes to monitor dogs during services, it cannot guarantee continuous individual observation of every dog at all times, nor immediate identification of every possible injury, symptom, or physical change. To the fullest extent permitted by law, Superdogs Lugano shall not be liable for injuries, conditions, or symptoms that were not reasonably detectable during the service or that manifest after the completion of the service, except where liability cannot legally be excluded. The owner agrees to inspect their dog following each service and to report any concerns promptly.

29D. Reporting of Injuries and Veterinary Consultation

The owner agrees to inspect their dog promptly following the completion of each service. If the owner believes that the dog has sustained any injury, illness, or condition that may be related to a service provided by Superdogs Lugano, the owner must notify Superdogs Lugano in writing as soon as reasonably possible and, in any event, within 12 hours after the end of the service. Where the owner intends to seek veterinary examination or treatment for any condition that may be alleged to have arisen during the provision of services, the owner agrees to contact Superdogs Lugano before arranging such veterinary consultation whenever reasonably possible, except in the case of a genuine emergency requiring immediate treatment. Failure to notify Superdogs Lugano within the above time period, or failure to provide Superdogs Lugano with the opportunity to review the circumstances before veterinary treatment is obtained (except in emergencies), may affect the ability to establish and document what happened, and is assessed in that light, without in itself causing the owner to lose any right. Nothing in this clause should discourage or delay necessary treatment: in an emergency the owner should obtain veterinary care immediately and inform Superdogs Lugano SNC as soon as possible.

 

30. Amicable Resolution of Disputes

Before commencing legal proceedings, the parties agree to attempt to resolve any dispute amicably through written communication and good-faith discussions.

 

31. Personal Data

Information provided by the owner may be used for customer management, bookings, safety, communication, emergency contact purposes, invoicing, administration, and service organization. Superdogs Lugano undertakes to handle personal information with reasonable confidentiality and shall not disclose such information to unnecessary third parties except where required for emergency situations, veterinary treatment, legal obligations, or service provision.

31A. Marketing Communications

Superdogs Lugano may use the contact information provided by the owner, including email addresses and telephone numbers, to send service updates, newsletters, special offers, promotions, events and other informational or promotional communications, where permitted by applicable law. The owner may object to receiving such communications at any time or withdraw consent where required by law by contacting Superdogs Lugano or using any unsubscribe method made available. Superdogs Lugano will not sell or disclose personal contact information to unrelated third parties for marketing purposes.

31B. Identification and Health Documents of the Dog

31B.1 Collection. At registration, or afterwards, Superdogs Lugano SNC may photograph or receive a copy of the dog’s passport, vaccination booklet and other health or identification documents relating to the dog. The owner authorises this and acknowledges that it is necessary for the dog’s safety.

31B.2 Purpose. These documents are used solely to verify the dog’s identity and vaccination status, to comply with applicable legal obligations, and to allow prompt veterinary treatment in an emergency.

31B.3 Storage and access. Copies are kept together with the dog’s registration record, with appropriate security measures, and are accessible only to authorised Superdogs Lugano SNC personnel.

31B.4 Disclosure to third parties. The documents are not published, are not used for promotional or marketing purposes, and are not disclosed to third parties, except transmission to a veterinarian or emergency service where necessary for the dog’s care, or to the competent authorities where required by law.

31B.5 Retention and deletion. The documents are retained for the duration of the contractual relationship and thereafter only for as long as necessary to comply with legal obligations or to establish or defend a legal claim. The owner may at any time request a copy or their deletion, within those limits.

 

32. Amendments to Terms and Conditions

Superdogs Lugano reserves the right to modify, update, replace, or amend these Terms and Conditions at any time. The most current version of the Terms and Conditions shall always be available on the official Superdogs Lugano website. It is the responsibility of the owner to review the Terms and Conditions periodically. Continued use of Superdogs Lugano services following the publication of amendments shall constitute acceptance of the updated version.

32A. Notices

32A.1 Address for written notices. Any written notice provided for in these Terms and Conditions, including notices under clauses 18A, 20A and 31B, may validly be sent to Superdogs Lugano SNC at the email address superdogslugano@gmail.com, or to the postal address of the registered seat stated at the beginning of these Terms and Conditions.

32A.2 Notices to the owner. Notices to the owner are sent to the contact details given on the registration form. The owner is responsible for notifying any change to those details without delay.

32B. Severability, Variations and Order of Precedence

32B.1 Severability. Should any individual provision of these Terms and Conditions be or become void, invalid or unenforceable, the remaining provisions are not affected and remain in full force. The provision concerned is replaced by a valid arrangement coming as close as possible to its intended economic purpose.

32B.2 Variations in writing. Any departure from or amendment to these Terms and Conditions agreed with an individual owner is valid only if agreed in writing.

32B.3 Order of precedence. In the event of conflict, the following order applies: (a) the booking confirmation or specific written agreement with the owner; (b) the price list in force; (c) operating rules communicated in writing by Superdogs Lugano SNC; (d) these Terms and Conditions.

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33. Governing Law and Jurisdiction

These Terms and Conditions shall be governed by and interpreted in accordance with the laws of Switzerland. Any dispute arising from or relating to these Terms and Conditions or the services provided by Superdogs Lugano shall be subject to the exclusive jurisdiction of the courts of Lugano, Switzerland, except where mandatory provisions of law provide otherwise.

 

34. Acceptance

By registering a dog, booking a service, purchasing a package, submitting a registration form, or using any service provided by Superdogs Lugano, the owner confirms that they have read, understood, and accepted these Terms and Conditions in their entirety. The owner further acknowledges that use of any Superdogs Lugano service constitutes full acceptance of the most current version of these Terms and Conditions as published on the official Superdogs Lugano website.*

Superdogs Lugano SNC

www.superdogs.ch