Skip to content

T & C’s

Guildford Pet Care Terms and Conditions

1. Definitions

  • “Client”: The owner of the pet(s) receiving services.
  • “Pet Sitter”: Guildford Pet Care, providing pet-sitting services.
  • “Pet(s)”: The animal(s) under the care of the Pet Sitter.
  • “Service(s)”: The pet sitting, dog walking, dog training, and related services provided by the Pet Sitter.

2. Services Provided

Guildford Pet Care agrees to provide the following services: dog walking, dog training, and pet sitting.

3. Booking and Payments

  • Bookings must be made via bank transfer, card, or cash payment.
  • Payment is due in advance to secure the booking and plan in our time.
  • Late payments – if payment is not received in advance of the booking start date then the service may be cancelled, a 50% charge of the service may be incurred. But we will contact you first and try to resolve any issues with payment to avoid cancelling your booking.

4. Cancellation and Refund Policy

  • Clients should provide reasonable notice for cancellations, However, we do offer flexible scheduling to accommodate a change in the client’s plans, in the event of a cancellation the payment will remain on the client’s account to be used for future bookings, a refund will not be made.
  • The Pet Sitter reserves the right to cancel services up to one month in advance of a pet sitting booking, or with dog walking/dog training sessions up to 24 hours in advance of the appointment booking.

5. Liability and Insurance

  • The Pet Sitter is responsible for the well-being of the pets and will provide care as per the agreed-upon services. Any accidents or injuries resulting from the Pet Sitter’s negligence will be covered by the Pet Sitter’s insurance.
  • The Pet Sitter will take all reasonable precautions to ensure the safety of the pets and the security of the client’s property. The Pet Sitter is liable for any damage to the client’s property caused by their negligence.
  • The Pet Sitter is not liable for any pre-existing conditions or health issues that may arise during the pet sitting period. The Pet Sitter is not responsible for veterinary costs related to pre-existing conditions.
  • The Pet Sitter is not liable for any incidents that occur due to the client’s failure to disclose important information about the pet’s behavior, health, or special needs.
  • The Pet Sitter is not responsible for any incidents or accidents resulting from acts of nature or unforeseen circumstances beyond their control.
  • The Pet Sitter is not liable for any injuries or damages caused by the pet’s behavior, provided they have followed the client’s instructions and exercised reasonable care.
  • The Pet Sitter is not liable for any injuries or damages caused to third parties by the pet unless it is due to the Pet Sitter’s negligence.
  • Clients are liable for any damages caused by their pets and any veterinary fees incurred due to an emergency appointment being necessary. We will endeavour to seek the Client’s permission before the Pet receives veterinary care. However, in the event of an emergency, it may be necessary to obtain the treatment without first seeking permission.
  • Guildford Pet Care is fully insured with Pet Plan Sanctuary. Clients are encouraged to have pet insurance.

6. Health and Safety

  • Pets must be up-to-date on vaccinations and free from contagious illnesses.
  • In an emergency, the Pet Sitter will contact the client and their vet. It may be necessary to take the Pet to a different Vet, depending on the nature of the emergency we may choose the nearest one or our Vet whichever was available at the time.

7. Access to Property

  • Keys and access codes if necessary for the service will be handled securely by the Pet Sitter.
  • Specific access requirements if necessary for the service must be provided by the client.

8. Pet Care Instructions

  • Detailed care instructions must be provided by the client.
  • Changes to instructions must be communicated promptly and confirmed in writing.

9. Behaviour and Training

  • Clients must inform the Pet Sitter of any behavioural issues.
  • The Pet Sitter will reinforce training as instructed by the Client or set out in the training plan agreed in advance with the Client.

10. Confidentiality

  • Personal information will be kept confidential.

11. Termination of Services and Refund Policy

The Pet Sitter may terminate the agreement under specific conditions.

Termination by Pet Sitter

Aggressive Behavior: The Pet Sitter reserves the right to terminate the agreement if the pet exhibits aggressive behavior that poses a danger to the Pet Sitter, other pets, or people.

Health and Safety Concerns: The Pet Sitter may terminate the agreement if the pet has a contagious illness or if the living conditions are unsafe or unsanitary.

Non-disclosure of Important Information: The Pet Sitter can terminate the agreement if the Client fails to disclose critical information about the pet’s health, behavior, or special needs.

Non-payment or Late Payment: The Pet Sitter may terminate the agreement if the Client fails to make full payment before the booking date as agreed upon.

Unreasonable Demands: The Pet Sitter reserves the right to terminate the agreement if the Client makes unreasonable or excessive demands that were not agreed upon initially.

Inaccessible Property: The Pet Sitter may terminate the agreement if they are unable to access the Client’s property as required to perform the agreed-upon services.

Legal or Ethical Concerns: The Pet Sitter may terminate the agreement if they become aware of illegal activities or unethical behavior at the Client’s property.

Personal Emergencies: The Pet Sitter reserves the right to terminate the agreement in the event of a personal emergency that prevents them from fulfilling their duties.

Exceeding Scope of Services: The Pet Sitter may terminate the agreement if the Client requests services that go beyond the agreed scope without prior agreement.

Incompatibility: The Pet Sitter reserves the right to terminate the agreement if there is persistent incompatibility between the Pet Sitter and the pet.

If the Pet Sitter terminates the agreement for any of the above reasons, they will provide notice to the Client as soon as possible and assist in finding an alternative pet-sitting arrangement if needed.

Client’s Right to Terminate: The Client may terminate the agreement and claim a refund under the following conditions:

Personal or Family Emergencies, or unforeseen circumstances: The Client must provide notice as soon as possible in the event of a personal or family emergency. Our refund policy will apply – a refund will not be provided the payment will remain on the client account for future bookings.

Pet Medical Emergencies: If the pet develops a serious medical condition or requires emergency care, the Client may cancel the booking. Our refund policy will apply – a refund will not be provided the payment will remain on the client account for future bookings.

Service Quality Issues: If the Pet Sitter fails to provide the agreed-upon services or is found to be negligent or mistreating the pet, the Client may terminate the agreement and a refund can be requested.

Health and Safety Concerns: If the Client believes continuing the service would jeopardize the pet’s health or if the Pet Sitting conditions are unsanitary or unsafe.

Mutual Agreement: If both the Client and the Pet Sitter agree to terminate the agreement.

Refund Policy: In the event of a cancellation by the Client the payment will remain on the client’s account to be allocated against future bookings, a refund will not be available.

The Client is eligible for a full or partial refund only under the following conditions:
Full or Partial Refund: If the termination is due to service quality issues, negligence, mistreatment, unsanitary or unsafe conditions, or by mutual agreement. If the termination is part way through the booking, the refund amount will be prorated based on the unused portion of the service.

To claim a refund, the Client must provide notice of termination in writing, along with the reason for termination.

Notice of Termination:

  • The Client must provide notice of termination as soon as possible and, where applicable, provide evidence to support the reason for termination.
  • Notice must be given in writing via email or other agreed-upon communication methods.

12. Governing Law

  • These terms and conditions are governed by the laws of the United Kingdom.

13. Acceptance of Terms

  • Clients must acknowledge and accept these terms before services commence.