Policies and Procedures 

1. Booking 

1.1 Bank Holidays may incur additional fees which you will be advised of at the time of booking.  1.2 An in-home consultation is required, prior to reservations, FOR ALL NEW CLIENTS. 

1.3 All bookings must be made at least 24 hours before the arrival date. 

2. Cancellations  

2.1 In the event of cancellations that are notified to us 14 days prior to the start of the booking period, all fees minus the non-refundable deposit, will be refunded, or held over for subsequent bookings.  

2.2 Any bookings that are cancelled between 14 days and 48 hours before the start date of the booking, will require 50%  payment for services.  

2.3 All bookings cancelled within 48 hours before the start date of the booking will be payable in full.  

2.4 If the pet service provider cannot provide the service agreed, we will do our best to arrange an alternative, unless  in extreme circumstances, where we will endeavour to give 24 hours notice.  

3. Aggressive Animals 

3.1 The pet service provider will not accept aggressive animals.  

3.2 The client agrees to be responsible for all costs (including but not limited to medical care, legal fees, etc) if the client’s pet(s) should bite another animal.  

3.3 The client agrees that on booking services for their dog(s) that they have represented that the dog(s) to have not shown aggression or caused harm, or threatening behaviour to any individual and/or any pet(s), and the client agrees to  contact the provider as soon as possible if any of these behavioural changes presents itself or if it has the potential  to cause harm to any individual or pet(s).  

3.4 We will not walk unruly or untrained dogs. 

3.5 If the client’s dog(s) whilst being walked shows aggressive tendencies towards the pet service provider or their  family, or should its behaviour become unacceptable or a nuisance beyond reasonable acceptance, the client agrees  that the service is terminated with immediate effect and the pet is to be returned to the location where it was  collected.  

4. Unforeseen Purchases  

4.1 In the event that additional items need to be purchased in the absence of the client – i.e. pet food, litter, cleaning  supplies or other necessary items that contribute to the health and wellbeing of your pet, the pet service provider  will purchase these, retain a receipt and the pet owner is responsible for reimbursement of these items on their  return. 

5. Keys  

5.1 The pet service provider will obtain two copies of your house key during the in-home consultation. One key will be  held by the pet sitter while the other key will be locked away for security and kept separately to be used only in the case of an emergency or lockout. 

5.2 It is recommended that your keys remain in the pet service provider’s custody for convenience in future use of our  service and to confirm services via telephone/online.  

5.3 Your keys will be kept in a securely locked system for your protection. 

6. Updates  

6.1 Please inform us of any changes regarding your contact numbers, your pet’s care needs, your emergency contact  details and other pertinent information. 

7. Privacy Policy 

7.1 All of your information will be kept private and confidential. 

7.2 Your pet service provider highly respects clients’ entrusting them with the care of their home and pets. 

7.3 All  records will be stored in compliance with the Data Protection Act 1998. 

8. Insurance  

8.1 All reasonable care is taken to ensure the integrity and suitability of the care provided.  

8.2 The pet service provider has valid public liability insurance, for the peace of mind of its clients.  

8.3 The insurance only covers the sitter when working for the pet service provider, for the duration of the selected  service, and only for services arranged with the pet service provider.  

8.4 It is the client’s responsibility to ensure that the property, its contents and pets are adequately insured throughout  the duration of the assignment.  

9. Additional Pet Care Assistance And Other Scheduled Services  

9.1 The pet service provider does not accept liability for other persons who will be in your home prior to, during or  immediately after our services have been rendered.  

9.2 Please inform us at the time of consultation of anyone who may have access to your home while you are away. This  includes cleaning services, maintenance personnel, friends, family and neighbours.  

9.3 It is understood that the client will notify anyone with access to the home that the services of the pet service provider have been engaged. 

10. Inclement Weather  

10.1 You will entrust the pet service provider to use best judgement in caring for your pet(s) and home at the time of  inclement weather. The pet service provider will try to carry out your instructions to the best of their ability.  However, in cases of extreme weather, we will contact you with alternative arrangements.  

11. Medication/Vaccinations/Immunisations  

11.1 The pet service provider will follow instructions to administer medications as directed but cannot be held  responsible for complications that arise as a result. 

11.2 Under no circumstances will the pet service provider service any pet that has any form of active contagious  illness.  

11.3 If the pet service provider is bitten or exposed to any disease or ailment received from the client's pet(s) which  has not been properly or currently vaccinated, the client will be responsible for all costs and damages that may be  incurred as a result. 

12. Pet Waste  

12.1 The pet service provider will properly dispose of your pet(s) waste. We do request however, that you provide  plastic bags for this purpose and indicate where you would like these waste bags disposed of. 

13. Collars/Leads  

13.1 Please provide secure collars with appropriate tags for all visits. All dogs will be walked on leads at all times. 

14. Fences and cat flaps  

14.1 The pet service provider does not accept any responsibility or liability for any clients animals that escape or  become lost or injured, fatal or otherwise, when instructed to leave the clients animals in a fenced area. 

14.2 This includes electronic, wood, metal or any other type of fence, or in a premises that contains an unlocked cat  flap.  

15. House Cleanliness  

15.1 The pet service provider will clean up after your pets to the best of their ability. Please inform them of the  designated area for the appropriate cleaning supplies.  

15.2 The pet service provider is not responsible for carpet/ flooring stains created by your pet(s).  

15.3 We request that you provide plastic bags, towels, cleaning products, paper towels and bin bags.  

15.4 If there are accidents above and beyond the normal amount anticipated, we will charge a reasonable fee for  clean up time. 

16. Household Emergencies  

16.1 In the event of a household emergency, your emergency contact will be contacted to arrange any remedial work.  

17. Thermostats  

17.1 Please leave your thermostat settings within a normal comfortable range.  

17.2 If the house temperature is outside of this range, the pet service provider will adjust the thermostat to ensure  the health and comfort of your pet(s).

18. Accompanying Visitors 

18.1 The pet service provider may wish to have either a companion/spouse accompany them on an assignment at no additional  costs to the client.  

18.2 The companion/spouse will have been vetted by the pet service provider  and will be subjected to all necessary checks. 

19. Changes to return date  

19.1 The pet service provider carefully schedules our time to serve you and our other clients, therefore, there are no  refunds or credits for early returns or last minute changes to pet care. 

19.2 In the event that the client is delayed on return, they must inform the pet service provider immediately, and the  pet service provider will use its best endeavours to make alternative arrangements for continued cover, even when  the original sitter is unable to continue with care following the assignment end date. 

20. Payment  

20.1 The pet service provider accepts bank transfer or cash.  

20.2 A 20% deposit of the total sum due is payable to the pet service provider at the time of booking to secure the requested dates

20.3 The remaining balance is due 72 hours before the start date of the booking, the due date will show on your invoice.

20.4 Where services are required long term, the client may make payment on a monthly basis.  

20.5 Where payment is not received in accordance with these terms and conditions of business, the company  reserves the right not to proceed with any previously agreed arrangements, and a cancellation fee will be payable. 

21. Liability 

21.1 The pet service provider shall not be liable to the client or be deemed to be in breach of the contract by reason  of any delay in performing, or any failure to perform, any of its obligations in relation to the services, if the delay or  failure was due to any cause beyond the pet service provider’s reasonable control. 

I,(The Client) have read, understood and agree to the policies and guidelines of the pet provider. I further understand that a copy of this form will be kept on file for documentary purposes. All policies and guidelines are subject to change  at the discretion of the pet service provider. 

I request that the pet service provider retains/returns (delete as appropriate) my keys upon completion of each pet sitting  assignment. 

Client Name..............................................................   Signed ...................................                   Date ........................ 

Cosy Cats & Critters - Service Agreement 

This signed document is an agreement between Cosy Cats & Critters - Pet Sitting Services (Pet Service Provider) and ..........................................  (Client). These conditions and the booking form constitute the entire agreement between the client and the pet service  provider, and supersede any previous agreement between them.  

1. I authorise the pet service provider to carry out pet services as outlined in forms that I have completed and  submitted. I agree that all of the completed information sheets and forms provided in association with this  document are true to the best of my knowledge and may be used by the pet service provided when needed. 

2. The pet service provider reserves the right to terminate this contract at any time, at its sole discretion; likewise,  the client may terminate the contract at any time. Notice must be given in writing by either party wishing to  terminate the contract. 

3. The pet service provider agrees to provide the services stated in this agreement and supporting documents in  a reliable, caring and trustworthy manner. In consideration of these services, and as an express condition thereof, the client expressly waives and relinquishes any or all claims against the pet service provider, it’s  employees or assigns, except for those arising for proven negligence of the pet sitter.  

4. The pet service provider will not be liable for injury, disappearance, death or fines of any pet with unsupervised  access to the outdoors. 

5. Customers will be responsible for all medical expenses and damages resulting from an injury to the pet sitter  or other persons by the pet. Customer agrees to indemnify and hold harmless the pet service provider in the  event of a claim by any person injured by the pet. 

6. It is expressly understood that the pet services provider should not be held responsible for any damage to the  client’s property or that of others, caused by the client’s pets during the period that they are in its care. Client  has advised the pet service provider of all situations which will relieve it of liability for damage. 

7. Fees are earned upon acceptance of agreement and are due as outlined in attached Policies and Procedures. 8. I authorise the pet service provider to obtain any emergency veterinary care that may be necessary during the  time spent with my pet. I accept responsibility for any charges related to this emergency care. I authorise the  pet service provider to utilise an alternative veterinarian in the event that my primary veterinarian is  unavailable. Every effort will be made to contact the owner prior to emergency care. I agree to reimburse the  pet service provider for any additional fees for providing emergency care, as well as any expenses incurred for  unexpected visits, transportation, housing, food, or supplies. 

9. The pet service provider accepts no responsibility for security of the premises or loss if other individuals have  access to the home before, during or after the term of this agreement. 

10. I confirm that all vaccinations, licences, and any other lawful requirement for this service are current. 

11. I authorise this contract to be valid approval for all future services so as to permit the pet service provider to accept  my telephone/email reservations and enter my premises without additional signed contracts or written  authorisation. 

I have read and agreed to the aforementioned Policies and Procedures, which are part of this agreement. I am  aware that I shall keep a signed copy for my records.

Client Name......................................................................   Signed ...................................                   Date ........................ 

Pet Service Provider Name................................................  Signed ...................................                   Date ........................