Terms of Business & Service Agreement
Terms of Business
Please read these Terms of Business carefully before booking any service with us. If you have any questions, please contact us before making your booking.
In these Terms of Business:
“we”, “us”, “our” means Pet Care For You
“you”, “your” means the customer booking the service
“Form” means the booking form or customer information form completed by you
“Service” means the pet care service booked by you
“Agreement” means these Terms of Business together with the Form and the Service Agreement
1. The contract between you and us
1.1 These Terms of Business, the completed Form, and the Service Agreement form the contract between you and us.
1.2 A booking request is not accepted until we confirm it in writing.
1.3 A legally binding contract is formed when:
a. you return the completed and signed Form; and
b. we confirm acceptance of the booking in writing.
1.4 For new customers, or where we reasonably consider it necessary, we may require a meet-and-greet, home visit, or further assessment before confirming a booking.
1.5 For existing customers or repeat bookings, we may decide that a further visit or meeting is not required.
1.6 If we are unable to accept a booking, we will let you know and no contract will be formed.
2. Services
2.1 We will provide the Service with reasonable care and skill.
2.2 The Service will be provided in accordance with:
a. the details in the Form;
b. these Terms of Business; and
c. the Service Agreement.
2.3 We may make reasonable changes to how the Service is delivered where necessary for the welfare of your pet, health and safety, staffing, licensing compliance, weather conditions, or other operational reasons.
2.4 Where possible, we will aim to provide continuity of care, but we may use another suitably qualified employee, worker, or approved boarder where reasonably necessary.
3. Price
3.1 The price of the Service will be the price confirmed to you at the time of booking.
3.2 All prices are in pounds sterling (£).
3.3 VAT will only be charged where applicable and clearly stated.
3.4 If we need to change our prices for future bookings, we will give reasonable notice. Any price change will not affect a booking already confirmed unless:
a. you agree to the change; or
b. the change is required by law, taxation, or circumstances outside our reasonable control.
4. Payment
4.1 We may require payment in advance, a deposit, or payment after the Service, depending on the type of booking.
4.2 Unless otherwise agreed in writing, invoices must be paid within 7 days of the invoice date.
4.3 We accept payment by BACS and cheque, or any other payment method we notify to you.
4.4 If payment is made by cheque, it must clear before the due date.
4.5 If payment is late, we may send reminders and take reasonable steps to recover the unpaid amount.
4.6 We may claim interest or court-awarded costs where permitted by law.
4.7 We will not charge additional sums while a genuine invoice dispute is being investigated in good faith.
4.8 If a boarding or daycare booking involves a bitch in season and this creates additional management requirements, risk, or isolation arrangements, we may decline the booking or agree an additional charge with you in advance.
5. Deposits
5.1 For home boarding, daycare, pet sitting, or house sitting, we may require a deposit at the time of booking.
5.2 Unless otherwise agreed in writing, the deposit is 50% of the booking value.
5.3 The deposit secures the booking and covers the fact that we reserve time and capacity for your pet.
5.4 The deposit is non-refundable except where:
a. we cancel the booking and are unable to offer a suitable alternative; or
b. the law requires otherwise.
6. Cancellation by you
6.1 All cancellations must be made by email to the branch responsible for your booking.
6.2 For weekly dog walking and pop-in visits, at least two working days’ notice is required.
6.3 Dog walking and pop-in visits are charged monthly in advance. If you cancel those services after the monthly schedule has been agreed, we may charge for visits already booked in that calendar month, unless we are able to reallocate the time.
6.4 For home boarding, daycare, pet sitting, and house sitting:
a. if you cancel more than 30 days before the booking start date, you will lose the deposit only;
b. if you cancel within 30 days of the booking start date, we may charge up to the full booking value, but only to the extent reasonably necessary to cover our losses arising from the late cancellation, taking account of any dates we are able to rebook.
6.5 If we are able to rebook some or all of the cancelled dates, we will reduce the amount charged accordingly.
6.6 We recommend that you have suitable travel or pet-related insurance in place to cover cancellation where appropriate.
7. If we cancel or change a booking
7.1 We may cancel, shorten, or change a Service where reasonably necessary because of:
a. illness or emergency affecting staff or boarders;
b. licensing or welfare requirements;
c. health and safety concerns;
d. extreme weather or other events outside our reasonable control; or
e. a concern that the Service is not suitable for your pet.
7.2 Where possible, we will give you as much notice as we reasonably can.
7.3 If we cancel a booking and cannot offer a suitable alternative, we will refund any payment made for services we do not provide.
8. Information you must provide
8.1 You must provide complete, accurate, and up-to-date information about your pet, including:
a. behaviour;
b. temperament;
c. health conditions;
d. medication;
e. dietary needs;
f. exercise needs;
g. vaccination status; and
h. anything else reasonably relevant to your pet’s care or safety.
8.2 You must tell us promptly if any information changes before or during the booking.
8.3 You are responsible for providing suitable food, medication, equipment, and other supplies unless we agree otherwise.
8.4 You must provide an emergency contact who is available to make decisions in your absence.
9. Veterinary treatment and emergencies
9.1 If your pet becomes ill or is injured while in our care, we will make reasonable efforts to contact you and your emergency contact.
9.2 If we cannot reach you and urgent treatment is needed, you authorise us to obtain veterinary advice and treatment for your pet, excluding euthanasia unless a veterinary surgeon advises that immediate action is necessary and no owner or emergency contact can be reached.
9.3 You remain responsible for all veterinary fees and associated costs unless the need for treatment was caused by our negligence.
9.4 If your usual veterinary practice is unavailable, you authorise us to use another appropriate veterinary practice.
9.5 In an emergency involving access to your property or your pet’s welfare, you authorise us to take reasonable steps, including contacting a locksmith, landlord, emergency contact, or emergency services where appropriate. You are responsible for the cost unless the need arose from our negligence.
10. Your pet
10.1 We require pets to be vaccinated, wormed, and flea-treated as appropriate for the Service booked, unless otherwise agreed in writing.
10.2 Dogs booked for boarding must meet our current vaccination requirements. We may ask to see the original vaccination record or other acceptable evidence.
10.3 We reserve the right to refuse or cancel a booking if vaccination, parasite treatment, health, welfare, or behavioural information is incomplete, inaccurate, or unsuitable for the Service.
10.4 We do not accept dogs that are prohibited by law.
10.5 We may refuse to board a bitch in season, or may only do so under separate agreed conditions if appropriate.
10.6 You are responsible for any loss, damage, injury, or expense reasonably attributable to your pet’s behaviour, except to the extent caused by our negligence.
11. Safety and welfare
11.1 We may stop or alter the Service immediately if we reasonably believe this is necessary for the health, safety, or welfare of:
a. your pet;
b. another animal;
c. a member of the public; or
d. our staff, workers, or boarders.
11.2 If your pet presents a serious safety or welfare risk, you authorise us to arrange alternative care, transport, or collection where necessary. You will be responsible for the reasonable costs of that action unless the issue arose because of our negligence.
11.3 We will comply with applicable animal welfare and licensing requirements.
12. Keys, access, and property
12.1 Where a Service requires access to your home, you must provide working keys, codes, alarms, and instructions in good time.
12.2 If the keys, codes, or instructions provided do not work, you authorise us to take reasonable steps to gain access, including contacting your emergency contact, landlord, or a locksmith.
12.3 You are responsible for ensuring your home and garden are safe and secure for us and your pet.
12.4 We are not responsible for loss caused by faulty locks, alarms, gates, fences, doors, windows, cat flaps, or similar fixtures, unless caused by our negligence.
12.5 During house sitting or home visits, we ask that staff are not recorded in bathrooms or bedrooms used for sleeping or changing.
13. Complaints and concerns
13.1 If you are unhappy with any aspect of our Service, please tell us as soon as reasonably possible.
13.2 We ask that any complaint or concern is raised within 7 days of the relevant Service ending, so that we can investigate properly.
13.3 We will consider complaints fairly and aim to respond within a reasonable time.
14. Our liability
14.1 Nothing in these Terms excludes or limits liability for:
a. death or personal injury caused by negligence;
b. fraud or fraudulent misrepresentation; or
c. any other liability that cannot lawfully be excluded or limited.
14.2 Subject to clause 14.1, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of contract or negligence.
14.3 We are not responsible for:
a. loss or damage caused by incomplete, inaccurate, or misleading information provided by you;
b. loss or damage caused by faulty or unsuitable leads, collars, harnesses, crates, gates, doors, cat flaps, or other equipment supplied by you;
c. loss or damage caused by your pet being allowed off lead with your authority, except where caused by our negligence;
d. loss that is not a foreseeable result of our breach.
14.4 We do not exclude liability simply because damage was caused by your pet while in our care. Each case will depend on the circumstances, including whether we acted with reasonable care and skill.
15. Events outside our reasonable control
15.1 We are not responsible for delay or failure in performing our obligations where this is caused by events outside our reasonable control.
15.2 Such events may include power failure, internet failure, adverse weather, flood, fire, disease outbreak, transport disruption, industrial action by third parties, civil unrest, or other similar events outside our control.
15.3 If such an event occurs, we will take reasonable steps to minimise disruption and, where possible, discuss alternative arrangements with you.
16. Ending the contract
16.1 We may end the contract on reasonable written notice if we are no longer able to provide the Service.
16.2 We may end the contract immediately if:
a. you materially breach these Terms;
b. your pet presents a serious safety or welfare concern;
c. you provide false or misleading information; or
d. continuing the Service would put us in breach of licensing, legal, or welfare obligations.
16.3 If we end the contract because of your breach, we may retain or recover charges reasonably incurred up to the date the contract ends.
16.4 If we end the contract for reasons not caused by your breach, we will refund any payment made for services we do not provide.
17. Data protection
17.1 We will process your personal data in accordance with applicable data protection law, including the UK GDPR and Data Protection Act 2018.
17.2 Please see our Privacy Policy for more information about how we collect, use, and store personal data.
18. Changes to these terms
18.1 We may update these Terms of Business from time to time.
18.2 Any updated terms will apply only to future bookings unless:
a. the change is required by law; or
b. you agree to the change for an existing booking.
18.3 The terms that apply to your booking will be the version in force at the time your booking is confirmed.
19. General
19.1 If any part of these Terms is found by a court to be invalid or unenforceable, the rest will continue in force.
19.2 A delay in enforcing any right under these Terms does not mean that right has been waived.
19.3 These Terms do not give rights to any third party to enforce any provision, except where the law provides otherwise.
20. Law and jurisdiction
20.1 These Terms of Business and the contract between you and us are governed by the law of England and Wales.
20.2 Any dispute or claim arising out of or in connection with the contract shall be subject to the jurisdiction of the courts of England and Wales.
Service Agreement for Pet Care For You
This Service Agreement applies together with the Terms of Business and the completed booking Form.
1. Our agreement with you
1.1 We provide pet care services and will do so with reasonable care and skill.
1.2 This Service Agreement, the Terms of Business, and the Form together form the contract between you and us.
2. What we will do
2.1 We will provide the agreed Service in a reliable, caring, and professional manner.
2.2 We will use reasonable efforts to follow the instructions you have given us about your pet, provided they are safe, lawful, practical, and consistent with animal welfare.
2.3 We will keep your contact details and emergency contact details on file for use in connection with the Service.
3. What you agree to do
3.1 You agree to pay the agreed charges for the Service.
3.2 You agree to provide accurate and complete information about your pet and to update us if anything changes.
3.3 You agree to provide the food, medication, equipment, leads, bedding, and other supplies reasonably required for your pet, unless we agree otherwise.
3.4 You agree to ensure that your pet is suitable for the Service booked.
3.5 You agree to provide suitable access arrangements where home access is needed.
3.6 You agree to comply with the cancellation terms set out in the Terms of Business.
4. Emergencies
4.1 You authorise us to seek veterinary advice or treatment where reasonably necessary.
4.2 You authorise us to contact your emergency contact and to act in your pet’s best interests where urgent decisions are needed and you cannot be reached.
5. Behaviour and safety
5.1 You must tell us about any aggression, anxiety, bite history, escape behaviour, reactivity, guarding behaviour, or other issue that could affect the safe handling of your pet.
5.2 If your pet behaves in a way that creates a genuine risk to health, safety, or welfare, we may suspend, alter, or terminate the Service.
6. Off-lead walking
6.1 We will only walk your dog off lead where:
a. you have expressly given permission; and
b. we consider it appropriate and safe to do so.
6.2 Even where permission is given, we may keep your dog on lead if we consider that necessary for safety or welfare.
7. Concerns and feedback
7.1 If you have any concern about the Service, please raise it with us as soon as possible so that we can try to resolve it.