Terms & Conditions of Service
Dog Walking, Visits & Pet Sitting
1. House Key Arrangements
1.1 House keys are stored securely with Little Critters Petcare in single access safes. All client keys are unmarked and untraceable to a client's home location.
1.2 If clients would like their keys returned, they should contact their Pet Carer directly and this will be arranged asap.
2. Responsibility
2.1 Pet carers are only responsible for the care of client's named and registered pet(s). The agreement does not cover the care of client's property or possessions in any circumstances.
3. Liability Polices
3.1 Pet carers agree to provide services stated in the agreement in a reliable and trustworthy manner. In consideration of these services and as an express condition thereof, the client expressly waives any and all claims against the carer, unless arising from gross negligence on the part of the carer. Clients agree to notify the carer of any concerns relating to the service provided within 24hrs.
3.2 The carer cannot be responsible for pets that bite, suffer accidental injury/death or escape from faulty fencing or from inside the home due to faulty screens or doors etc.
3.3 The carer cannot be responsible for any complications pets may suffer or actions of pets while they are unattended.
3.4 The carer shall not be held responsible for the loss, injury, death or actions of any pet that the client has let outside or is allowed outside while the carer is not there. This includes pets with cat flaps and outdoor pets.
3.5 The client understands that all pets (where appropriate) must have a veterinarian and must be up to date on their vaccinations.
3.6 The carer will not sit or board for acutely ill animals or those with uncontrolled medical conditions.
3.7 The client agrees to be responsible for all costs (including, but not limited to, medical care, legal fees, etc) if the client's pet should bite another person or animal.
3.8 Pet Carers do not diagnose, prognose, or make therapy decisions, nor do they offer veterinary services.
3.9 Client's authorise the carer to obtain the services of a locksmith should a key/garage malfunction. Client's are responsible for charges unless malfunction is due to carer negligence.
3.10 Pet Carers cannot be responsible for the pet or home if another service provider enters the property during the agreed care period.
3.11 Clients agree to reimburse the carer for all costs (included but not limited to, medical care and lost wages) associated with contracting any ailments while exposed to pets.
4. Cancellation Policy
4.1 If clients wish to cancel a service, we ask for a minimum of 24hrs notice when cancelling a single event (excluding Small Animal Boarding and Overnight/24hr Sitting Services). This is so that we can offer out your pet’s slot to other clients. If less than 24hrs notice is given, we reserve the right to charge a £5 late cancellation fee on the client’s next invoice. In instances where clients cancel a service on the same day, the full cost of the booked service will be invoiced as at that point it is impossible to fill the slot with another client.
4.2 Clients wishing to suspend regular services whilst they are on holiday must give at least 1 week notice so that their slots can be offered out to other clients. If clients fail to give at least 1 week notice, a late cancellation fee of £5 per regular day cancelled will be applied to their next invoice.
4.3 Emergency situation cancellations (i.e. extreme weather scenarios or public health emergencies) will be dealt with on an ad-hoc basis. Extenuating circumstances will always be considered – if a client is sick, or their pet becomes injured, we may decide to wave any late cancellation fees – however this is at the discretion of the team and dealt with on a case-by-case basis.
5. Emergencies
5.1 Client agrees to authorise the carer to handle any emergencies that may arise. Carer will make every effort to contact the client, however the client gives the carer authority to act in the pet's /home's best interest.
5.2 Carer requires client to have a responsible party to take care of the pet(s) in the event of unforeseen circumstances such as illness and in the event of inclemental weather or natural disaster. It is best the emergency contact is a neighbour so they can reach the client's home quickest. The carer is not responsible for the pets in these circumstances.
6. Adverse Weather Conditions
6.1 In the event of extreme or adverse weather conditions (heavy unpassable snow etc) services may have to be cancelled last minute for the safety of the carer. In these cases, as much notice as possible will be given to the client so that alternate arrangements can be made.
6.2 The client agrees to allow the carer to use "best judgement" when assessing the weather and the most appropriate service to be used. In extreme heat, walks may be limited and / or substituted for other activities such as indoor play in order to keep the animal safe. This is at the discretion of the carer, although an update will be given to the client in this event.
7. Payment Terms
7.1 Services will usually be invoiced at the end of each calendar month via email. One off cat visit bookings will be invoiced at the end of the service period. In the event a client wishes to end services completely, a final invoice will be issued within 5 days of their final booking.
7.2 Please ensure you have added info@littlecritterspetcare.co.uk to your allowed senders list and regularly check your junk mail. Clients agree to make payment on invoices within 5 days of invoices being issued. Late payments may result in suspension of services and will incur a late payment flat rate fee of £5 added to the next bill. Little Critters Petcare reserves the right to pursue non-payment of invoices via legal means if necessary.
7.3 OVERNIGHT & 24hr PET SITTING BOOKINGS – when booking these services, clients will be asked to pay in advance to secure the dates needed. In the event of a cancellation, clients will receive a 100% refund up to 1 week before any given booking. Cancellations with less than 1 weeks notice will receive a 75% return of their fee, with 25% held as a non returnable deposit.
8. Loyalty Scheme
8.1 Clients will earn 'loyalty stamps' for each service booked which are recorded virtually by LCP. Loyalty stamps are not earned with sitting services or small animal boarding. When a client earns 15 stamps in any 2 month period, they will be credited with a free service which will be automatically applied to their next booked service. Stamps are reset every 2 months.
8.2 Loyalty stamps are only earned on Dog Walking or Dog Visit services.
8.3 The loyalty scheme may be amended or withdrawn at any time and without notice.
9. Bank Holidays
9.1 Services booked on Bank Holidays will be charged at an additional 25%.
10. Social Media
10.1 Little Critters Petcare representatives may take photos of pets for use in client updates and also for our social media & web presence. Any photographs taken will be specifically checked by LCP for identifiable personal data before being used.
10.2 If clients would prefer to not have their pet's images used, the client must specifically instruct LCP in advance of services taking place.
10.3 Images & Videos of client's pets remain the property of Little Critters Petcare and should not be reposted on client's own social media without appropriate accredation.
11. Client Technology
11.1 Clients are obliged to inform Little Critters Petcare if they use any form of monitoring technology in or around their home or pet such as CCTV systems and GPS trackers. Failure to do so may result in service cancellation without notice.
11.2 Due to data protection and privacy, Little Critters Petcare will not walk dogs fitted with GPS tracking technology as part of group walking services. This is to maintain the anonymity of the addresses of all of other clients. Those wishing to use GPS tracking devices may book solo services only, and they must disclose the use of these devices prior to services commencing.
11.3 If undisclosed tracking devices are found on pets who are booked on to group walk sessions, the devices will be removed prior to the walk or the walk may be cancelled without notice.
11.4 Clients booking overnight pet sitting services must turn off or disconnect internal camera systems in their home prior to services commencing, with the exception of clearly defined pet only zones (i.e. crates or pens). This is for the privacy of the pet sitter staying in their home. External systems may remain active for security purposes.
11.5 If internal monitoring systems (with the exception of the exclusions above) are found to be active during overnight pet sitting bookings, this may result in cancellation of services without notice.
Additional Terms and Conditions for Small Animal Boarding & Pet Sitting
1. Small Animal Boarding Timings
1.1 Small Animal Boarding clients agree to drop off their pet between 9am & 6pm on the first night of their booking at a pre-arranged time.
1.2 Pets must be collected before 6pm on the final day of their stay. Owners must get in touch to arrange collection before coming to pick up their pet to ensure the carer is in the home. If the owner fails to collect their pet before 6pm, an additional day's charge will be added to their bill.
2. Additional Responsibilities
2.1 It is expressly the responsibility of the owner to provide the carer with all the necessary food/treats/toys/bedding for the duration of the stay/sitting. Any additional purchases that need to be made as a result of not being left with enough materials will be billed to the owner upon collection of their animal. This will be included on their invoice with a copy of the purchase receipt provided.
3. Additional Liabilities
3.1 The client is aware that other animals may be residing at the boarding residence and as such understands that limited contact may occur between them. The carer will do everything possible to minimise any interactions, including but not limited to, separating animals into different rooms.
3.2 Liability for any injury to the animal(s) caused by faulty housing or toys that are provided by the owner will be solely the responsibility of the owner and no action may be taken against the carer. The owner agrees that they have fully inspected all units/cages/toys etc for faults and damages before dropping off their pet or pet sitting services commence.
4. Boarding Cancellations
4.1 Cancellations for small animal boarding services must be made 1 week before any given booking. Should clients fail to cancel with 1 weeks advanced notice, a flat rate £10 cancellation fee will be added to their bill. In the case a cancellation is made with only 24hrs notice, the full boarding fee will be charged, with the exception of reasonable circumstances as outlined above.