CAT & SMALL PET CARE TERMS & CONDITIONS

General Terms

  • Acceptance of our services is deemed acceptance of our Terms and Conditions and an agreement to pay our fees on time
  • We reserve the right to deny or terminate our service because of safety or financial concerns
  • We reserve the right to either impose supplementary charges and/or terminate this agreement if the assignment changes from the description given by the client and requires more time or responsibility, or if there is a change in the nature of the assignment which could not have been reasonably foreseen by either party
  • We reserve the right to stop providing care services to a client whose pet shows aggression to us or other pets in the home.

Pet Welfare

  • The client consents to Pawpairs taking any action they consider suitable in order to protect and keep their pet in good health
  • The client consents to their pet/s sharing food & water bowls and toys with other pets in the home
  • The client consents to Pawpairs feeding their pet/s as requested
  • The client confirms they will be responsible for any costs which might be incurred, either Veterinary or other, as a result of any sickness, accident, or damage caused to or by the above named pet/s, excepting third party liability, and that they will pay any such costs or expenses on demand
  • If the client requires that their pet be medicated, they must leave clear instructions on their registered account as well as a written note at every booking with instruction and signed permission for us to administer said medication/s.

Veterinary Authorisation

  • The client gives permission to Pawpairs to act as guardian for their pet/s
  • If for any reason we need to take the client’s pet to a Vet at short notice, we will take them to our local: The Urban Vet, 665 Garratt Lane SW17 0PB
  • The client authorises the above-named Vets to treat their pet/s in case of any injury or illness
  • The client gives Pawpairs permission to transport their pet/s to the above-named Vet by whichever means necessary
  • The client agrees that, in the event of any surgery or euthanasia, the Pawpairs representative will accept the advice of the Vet and, if the client cannot be contacted, the named emergency contact will be contacted
  • The client will be responsible for any transport costs to Pawpairs as well as any Vet’s charges that may be incurred.

Cat Flap Disclaimer

  • Neither Pawpairs nor the Pawpairs Representative can be held liable for any loss of pets that have access to an unlocked “cat flap” or other form of exit/entry
  • In the event of a pet going missing, we will continue to visit the client’s home as normal to provide care for the pet/s and send daily feedback until the client returns
  • If we have any cause for concern, we will always try to contact the client first, after which we will notify the listed emergency contact, Vet and any relevant authorities regarding a potentially missing pet.

Damages & Theft

  • Pawpairs will not be liable for any damage or injury caused by the client’s pet/s
  • Pawpairs will not be liable for any theft of the client’s pet/s
  • Pawpairs cannot be held liable for any injury/illness to the client’s pet/s unless we can be shown to be negligent
  • Pawpairs cannot be held liable for any theft or damage to the client’s property unless we can be shown to be negligent.

Timing of Visits

  • We have three visit windows, morning, evening or any time of day
  • Our morning visit window is approximately 07:00-11:30
  • Our evening visit window is approximately 16:00-21:00
  • Any time of day is anywhere between 07:00-21:00
  • The Pawpairs representative may arrive any time during that window, depending on their schedule and traffic
  • If we are going to be late for any reason, we will always do our best to communicate this
  • We will always stay the full duration of a visit, unless otherwise arranged with the client
  • If we have to cut a visit short for any reason, we will communicate this with the client and make up for the lost time at a future visit.

Booking & Billing

  • We can only accept a booking once the client has registered an online account and provided all details about themselves and their pet/s
  • The client should submit booking requests via their online account with us, as far in advance as possible
  • For cats and small pets we have a minimum booking policy of 1 visit per day (we do not accept bookings for alternate days)
  • Bookings are confirmed upon receipt of invoice and any cancellation policy will apply from the due date
  • Our online system is set to refuse requests made with less than 48 hours’ notice. Should the client have a short notice request, we can be contacted via phone call or WhatsApp messaging
  • We always bill in full in advance
  • Our fees may change during the year, sometimes at short notice. Our up-to-date fees will always be found on our website. It is the client’s responsibility to check this, though we endeavour to update all clients before this happens.

Invoicing & Payment

  • Invoices will be sent as soon as we can confirm our availability
  • All invoices are due on receipt
  • Full payment is required in advance in order to secure a booking
  • Unless otherwise arranged with management (due to circumstance e.g. last minute request or late invoicing), we may not visit a pet until the booking has been paid for.

Cancellations

  • Clients can cancel or change bookings via their registered online account
  • Our cancellation policies apply from the due (payment) date of an invoice, even if the invoice has not yet been paid
  • For short bookings (less than 7 days), we require a minimum 48hrs (ahead of first visit window time) cancellation notice in order to issue any refund/credit
  • For longer bookings (7+ days), cancellations made with less than 48 hours notice (ahead of first visit window time) will incur a fee of £15 (admin fee) plus 20% of the value of the total booking
  • We do not offer refunds/credit for late cancellations made during the booking
  • No refunds for early returns
  • During our peak periods (bank holiday weekends, Easter, month of August, Christmas & New Year holidays) we have a more strict cancellation policy. For cancellations made (ahead of first visit time window):
    • 14+ days, 100% refund
    • 7-13 days, 75% refund
    • 2-6 days, 50% refund
    • Less than 2 days, 0% refund
  • Exceptions may be made at our discretion
  • Covid: for any cancellations made with relation to covid, our policies will still apply. We appreciate travel restrictions etc. may be out of the client’s control, but as a small business we – and our valued team members – simply cannot afford to lose out on the revenue. Any issues please speak with management.

Keys & Access

  • Once a booking is made, we will require a set of house keys no less than 3 days before the booking start date
  • Keys can be collected at the initial meet & greet or separately for a small fee of £5+vat
  • There will be a £5+vat key collection fee for any bookings thereafter. The alternative is to drop keys at Pawpairs HQ or leave keys with us that will be kept in our key safe
  • The client should include information regarding any alarm or special access instructions on their online account
  • The client must inform Pawpairs of any/all visitors (e.g. friends, cleaners etc.) to the client’s property if they will be in the house at the same time as one of our representatives
  • No liability can be attached to a Pawpairs representative if a third party shares access to the client’s property or pets.

Communications

  • The initial meet & greet can be done by video call (free of charge of course) or in person for a fee of £12+vat
  • The client consents to Pawpairs setting up a WhatsApp group for their pet/s (used for updates and queries) and adding any team member involved in the care of said pet/s
  • The client agrees to send all requests to Pawpairs (no requests to be sent directly to an individual team member).

If you have any queries please contact Nick directly on 07939996379.

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