Terms & Conditions

1.Services

1.1.The Service Provider shall perform the Services in an attentive, reliable and caring manner, using all reasonable skill and care, having due regard to the Service Agreement and any relevant information set out in the Booking Form.

1.2.The Service Provider shall act in accordance with all reasonable instructions given to it by the Client provided such instructions are compatible with the specification of Services provided in the Service Agreement.

1.3.The Service Provider shall be responsible for ensuring that it complies with all statutes, regulations, byelaws, standards, code of conduct and any other rules relevant to the provision of Services.

2.Client’s Obligations

2.1.The Client shall use all reasonable endeavours to provide all pertinent information to the Service Provider necessary for the Service Provider’s provision of the Services.

2.2.The Client authorises the Service Provider to carry out the Services.

2.3.The Client agrees that the information provided to the Service Provider is true to the best of his/her information, knowledge and belief.

2.4.The Client confirms that all vaccinations, treatments, insurance etc.of the pet have been obtained and copies of documents shall be made available promptly upon request.

2.5.The Client may issue reasonable instructions to the Service Provider in relation to the Service Provider’s provision of Services. Any such instructions should be compatible with the specification of Services provided in the Policies and Procedures.

2.6.The Client will be responsible for all medical expenses and damages resulting from any injury to the Service Provider, its employees and agents, or to other persons or animals by the pet.

2.7.The Client shall fully indemnify the Service Provider in respect of costs and damages arising from any claim from any person suffering either injury or death caused by the Client’s pet.

2.8.The Client authorises the Service Provider to arrange for any emergency veterinary care that may be necessary during the provision of its Services. The Service Provider shall use all reasonable efforts to obtain the Client’s consent prior to obtaining emergency care.

2.9.The Client agrees to reimburse the Service Provider for any additional fees and expenses for providing emergency care. The Client further agrees to cover the cost of additional visit/s which may be necessary to ensure the pet’s safety or to monitor the pet’s progress in recovering from sickness or injury.

2.10.The Service Provider shall use its best efforts to use the pet’s normal Veterinary Surgeon wherever possible. The Client authorises the Service Provider to appoint an alternative Veterinary Surgeon to examine the pet and carry out such treatment or surgery as may be appropriate if the pet’s normal Veterinary Surgeon is not available or treatment is needed more urgently.

2.11.The Client shall ensure that the Service Provider has access to the Client’s home or other specified location at the times to be agreed between the Service Provider and the Client.

2.12.Any delay in the provision of Services resulting from the Client’s failure or delay in complying with any of the provisions in this Clause 3 shall not be responsibility or fault of the Service Provider.

3. Bookings

3.1 The initial booking shall me made by completing a Booking Form and will not be accepted until all other necessary forms have been completed.

3.2 Future bookings may be made by email, telephone or text message providing no details other than dates and times have changed from the original Booking Form.

3.3 For new Clients, an in-home consultation will be required.

3.4 Bookings may be accepted up to 12 hours before service begins but cannot be guaranteed.
 
4. Duty of Care

4.1 A change in a pet’s routine and circumstances can cause varying degrees of distress and unpredictable or abnormal behaviour, particularly if their owner is on holiday as pets have no concept or ability to understand that their owner’s absence is temporary and they will be coming back. Our Service Provider’s understand this and will offer comfort and reassurance whilst trying, as far as is practically possible to maintain their normal daily routines.

4.2 In the event of extreme weather which may have an adverse effect on the Client’s pet e.g. heat or thunder storms, the Service Provider shall in their sole discretion take whatever action they consider necessary, including but not limited to not carrying out scheduled exercise until it is, in their opinion, safe to do so.

5. Fees and Payment

5.1.The Service Provider will charge the Client for the Services as quoted in the Booking Form and the Client agrees to pay the Service Provider the Fees promptly.

5.2.The Client agrees to pay all fees in accordance the schedule set out in the Policies & Procedures.

5.3.The Client agrees to reimburse the Service Provider for any additional fees for providing emergency care, as well as any expenses incurred for, without limitation, unexpected visits, transportation, housing, food or supplies on proof of a valid receipt.

5.4. If the Client fails to make any payment on the due date, then the Service Provider shall, without prejudice to any other rights or remedies of the Service Provider, have the right to charge the Client interest on a daily basis at an annual rate of 5% on the sum due.

5.5. Should any payment due under this Agreement remain unpaid for 7 days after it falls due, the Service Provider will be relieved of their contractual obligations under this Agreement to provide the Services until such time as payment is made.

6. Payments

6.1 Payment for all services except dog walking shall be made upfront on or before the first day of the service commencing.

6.2 Payment for dog walking services shall be made as follows:

6.2.1 Payments for scheduled dogs (the same set days each week) shall be made upfront on the 1st of each month if paying monthly, or on the day of the 1st walk each week if paying weekly.

6.2.2 Payments for semi scheduled dogs (different days or times each week) shall be made upfront on the 1st of each month if paying monthly, or on the day of the 1st walk each week if paying weekly.

6.2.3 Payments for ad-hoc dogs (no set routine or weeks) shall be made on the day of the 1st walk if a block has been booked, or separately on each day that walks take place.

6.2.4 Payments can be made by cash, cheque or bank transfer.

6.2.5 Cheques shall be made payable to “The Pet Au Pair”

6.2.6 Bank transfers shall be made to “The Pet Au Pair” Account no. 19171968 Sort code 30-10-49

6.3 The Service Provider does not accept cheques payable for less than £50.

7.Operating Procedure

7.1 The Service Provider shall offer a 365 days per year with the following exceptions to some services:

7.1.1 The Service Provider shall only offer morning visits to animals booked in for sitting on a Bank Holiday, Bank Holiday Weekend and any day falling between Christmas Day and New Years Day.

7.1.2 The Service Provider shall only offer a morning taxi service on Bank Holiday Weekends and any day falling between Christmas Day and New Years Day.

7.1.3 The Service Provider shall not offer a taxi service on a Bank Holiday.

7.1.4 The Service Provider does not offer dog walks on a Bank Holiday or Bank Holiday Weekend.

7.1.5 The Service Provider does not offer dog walks on any day falling between Christmas Day and New Years Day.

8.Cancellations

8.1.In the event of the Client cancelling Dog Boarding Services, the Client agrees to pay the Service Provider a fee equal to:

8.1.1.100% of the Fees if cancellation occurs within less than 48 hours of the scheduled service;

8.1.2.50% of the Fees if cancellation occurs between 48 hours and 14 days of the scheduled service;

8.1.3.20% of the Fees if cancellation occurs less than 1 month of the scheduled services.

8.2.In the event of the Client cancelling any other service as a one off, the Client agrees to pay the Service Provider a fee equal to:

8.2.1. 50% of the Fees if cancellation occurs within less than 2 hours of the scheduled service.

8.2.2 Without prejudice to clause 9.1, in the event of the Service Provider cancelling or otherwise not being able to provide the Services the Service Provider shall either:

8.2.3 Arrange alternative services or providers to a value and quality that would have been provided; or

8.2.4 Refund any monies paid under this Agreement for the Services; and

8.2.5 In either case, provide 24 hours notice, or if 24 hours is not practical, for example in a sudden event or emergency, notice as soon as it is reasonably possible.

9.Necessities

9.1 The Service Provider will properly dispose of the Client’s pet/s waste, however the Client shall ensure there is an appropriate supply of bags for that purpose, and indicate their preferred method/location of disposal.

9.2 The Client shall provide sufficient food, cat litter and any treats for their pet/s for the duration of the Service.

9.3 The Client shall provide secure dog collars with a name and address tag (complying to UK Law) and a leads. The Service Provider will not carry out any scheduled exercise for any dog/s without both a collar and tag as governed by UK Law. (Please consider having a spare tag made, just in case, to ensure no disruption to your dogs routine.)

10.House cleanliness

10.1 The Service Provider shall clean up after the Client’s pets to the best of their ability.

10.2 The Client shall make available cleaning materials in the event of any ‘mistakes’ within their property.

10.3 The Client shall show the Service Provider the location of appropriate cleaning materials, including but not limited to plastic bags, disposable gloves, towels, disinfectant, paper towels and bin bags.

10.4 The Service Provider cannot be held liable or responsible for any stains, marks or damage caused by the fouling or attempts to clean.

10.5 The Service provider may charge for cleaning where the time or number of occurrences exceeds what would be considered to be acceptable.

10.6 The Client shall ensure all cages, hutches and litter trays are clean and fresh on the day of service commencement. The Service Provider may charge for an extra clean out if the Client fails to do so.

11.Damage to property or possessions

11.1 Any damage to the property or possessions of the Client in their absence, however caused by the pet shall be recorded by the Service Provider and where considered by the Service Provider to be serious enough to inform the Client, they will do so at the earliest opportunity by whatever means is available. Any costs, including administration and man-power in providing such notice may be recoverable from the Client.

11.2 The Service Provider shall record any damage to the property or possessions of the Service Provider, however caused by the pet and where considered by the Service Provider to be serious enough to inform the Client, they will do so at the earliest opportunity by whatever means is available. The Client will be responsible for any costs of repair or replacements of any property or possessions damaged by their pet. Any costs, including administration and man-power in providing such notice may be recoverable from the Client.

12.Medication

12.1 It shall be the sole responsibility of the Client to ensure the Service Provider is fully aware of any health issues the pet is experiencing, or has suffered in the past. The Service Provider cannot be held liable for any actions or omissions which result in problems or complications for anything not disclosed.

12.2 No booking can be accepted without a completed Veterinary Release Form and no medication will be administered without a completed Medication Form

12.3 The Service Provider shall follow instruction given on the Medication Form but cannot be held liable for any complications which may arise.

12.4 In the event of a pet having a contagious illness or disease which has not been disclosed, the Client may be liable for the costs of treatment given to other animals which become infected.

13. Sick or injured pets

13.1 If the pet is taken sick or injured the Service Provider will notify the Client at the earliest convenience using whatever method is available to take instructions or guidance. In the event of the Service Provider not being able to contact the Client, or in an emergency situation, the Service Provider shall, if in its own opinion the pet needs veterinary attention/treatment, make arrangements as necessary, in the best interest of the pet. Any veterinary bills shall be directly chargeable to the Client and will be payable on demand.

14.Keys

14.1 Where it is necessary for the Service Provider to hold keys to a property, the Client shall provide one of each key needed and complete a Key Release Form.

14.2 Keys will be coded and kept within a locked system for security.

14.3 Keys will be returned upon completion of this Agreement providing all fees due have been paid

15.Privacy

15.1 It shall be the Client’s sole responsibility to ensure the information provided to the Service Provider is current and up to date, the Client agrees to accept any decision made by the Service Provider in the event of the Service Provider not being able to contact the Client as a result of wrong information held.

16. Early Termination

16.1. This Agreement can be terminated by;

16.1.1. Either Party serving not less than 30 days written notice on the other Party;

16.1.2 The Service Provider, by written notice to the Client with immediate effect, in the event that any Fees or charges owed by the Client to the Service Provider remains outstanding for 28 days.

16.1.3 The Service Provider, in accordance with clause 9.1.1.

16.2. The Client shall pay the Service Provider for all fees, expenses and charges incurred up to the date of termination of this Agreement.

17.Insurance

17.1.The Service Provider shall ensure that it has in place at all times suitable and valid insurance that shall include Public Liability Insurance relative to the services performed for the Client.

17.2.It is agreed by the Parties that it is the Client’s responsibility to ensure that their property, its contents and pets are adequately insured throughout the duration of the Agreement.

18.Third Parties

18.1 The Client shall advise the Service Provider of anyone who will have access to their property during any periods of the Client’s absence, including but not limited to cleaning services, maintenance personnel, friends, family and neighbours.

18.2 The Service Provider shall not be liable for other persons or their actions or omissions who will be in, or have access to the Client’s property before, during or after services have been rendered.

19.Indemnity and liability

19.1.The Service Provider shall not be liable for any loss or damage suffered by the Client resulting from the Client’s failure to follow any instructions given by the Service Provider.

19.2. The Client shall accept full liability and responsibility for any event occurring or arising from the behaviour or characteristics of their pet.

19.3. The Client will indemnify the Service Provider against any damage or injury caused by the pet towards any property, person or other animals, this will include, but is not limited to veterinary, medical and legal fees.

19.4. The Service Provider shall not be responsible for any damage caused to the Client’s property or possessions or that of others caused by the Client’s pet during the period the pet is in its care. The Client agrees to indemnify the Service Provider against any such claims as may be made against it arising out of or in connection with this Clause.

19.5. The Service Provider accepts no responsibility or liability for the security of the Client’s property or premises, or any loss or damage which may be sustained as the result of action taken by third parties who also have access to the Client’s property or premises either before, during or after expiry of this Agreement.

19.6. The Service Provider shall not be liable for the injury, loss, death or any actions, fines or penalties as may be imposed on pets permitted unsupervised access to the outdoors.

19.7. The Service Provider will care for your pet as the Client would, and whilst the Service Provider will make every effort to ensure the safety of the pet and ensure that the pet is well looked after in the Client's absence, the Service Provider cannot be held liable for any loss, illness or injury of any pet whilst in the Service Provider’s care, nor for any death of a pet unless the Service Provider can be shown to be negligent.

19.8. The Client is responsible for any veterinary bills, no matter how they are incurred, whilst the pets are under the care of the Service Provider.

19.9. Nothing in this Agreement shall limit or exclude the Service Provider’s liability for death or personal injury.

20.Aggressive or unsocial animals

20.1. Should any pet become aggressive or dangerous, the Service Provider shall, in their sole discretion take whatever action they consider necessary in the best interest of the animal, other animals or people which may be encountered. This may, without limitation, include:

20.1.1. A refusal to offer the Services and immediate termination of this Agreement;

20.1.2. Obtaining assistance from a Vet, the R.S.P.CA or the police;

20.1.3. Placing the pet in a boarding kennel;

20.2. Any fees and costs incurred in taking action pursuant to clause 9.1 shall be directly chargeable to and recoverable from the Client promptly on request.

20.3. The Service Provider shall not be liable to the Client for any refund of Fees where the Client has not specified the behaviour and characteristics of the pet in the Booking Form and the Service Provider terminates this Agreement pursuant to clause 9.1.1.

21.Force Majeure

21.1. Neither party shall be liable in damages or have the right to terminate this Agreement for any delay or default in performing its obligations under this Agreement caused by conditions beyond its control including but not limited to acts of God, war, strikes, fires, floods, governmental restrictions or power failures.

21.2. The Party (the “Affected Party”) prevented from carrying out its obligations shall give notice to the other Party of an Event of Force Majeure upon it being foreseen by, or becoming known to, the Affected Party.

22.Assignment

22.1.The Service Provider shall be entitled to perform any of the obligations undertaken by it through any other member of its group or through suitably qualified and skilled sub-contractors. Any act or omission of such other member or sub-contractor shall, for the purposes of this Agreement, be deemed to be an act or omission of the Service Provider.

23.Data Protection

23.1. The Service Provider shall not use or pass to a third party (other than information needed by a carer to perform their duties). All information relating to the client, their property and pet/s will be stored in accordance with the data Protection Act 1998.

24.Entire Agreement

24.1. The Service Agreement, along with the Booking Form, Veterinary Release Form, Key Release Form and Medication Form constitute the sole and entire agreement between the Parties, and supersedes all prior agreements, representations and understandings of the Parties written or verbal. Any alteration of this Agreement must be in writing and signed by both Parties.

25.Notices

25.1. Any notice required under this Agreement shall be in writing and shall be served by hand, post or electronic mail.

25.2. Notices shall be deemed served:

25.2.1 Upon delivery, when delivered by hand,

25.2.2 Upon accepting delivery by signed receipt post/courier, when delivered using a ‘signed for upon delivery’ postal service or courier.

25.2.3 Immediately upon receipt of a response following transmission, if by electronic mail, provided the sender does not receive a non-delivery message.

26.Governing Law and Jurisdiction

26.1.This Agreement, its formation and any contractual disputes or claims shall be governed by and in accordance with English Law and shall be subject to the exclusive jurisdiction of the courts of England and Wales.

26.2.Any Forbearance, tolerance or delay in either party enforcing its contractual or legal rights shall not prejudice, restrict or prevent the right of the injured party to enforce its rights at a later date or later breach.

27.Service Provider’s companion

27.1 The Service Provider may have a spouse, family member or friend accompany them whilst providing the scheduled services. No costs will be applied to the Client’s account for any assistance the companion provides.

28.Miscellaneous

28.1 The Service Provider will only walk dogs off-lead when the Off-Lead Permission Form has been agreed and signed. The Service Agreement will always prevail.

28.2 The Service Provider may photograph your pets on occasion and reserves the right to use any of the photographs for advertising, including but not limited to leaflets, website and social media.