TERMS AND CONDITIONS FOR PET SITTING

Updated May 2022

-All clients will be deemed to have accepted  Tavistock Happy Tails  (the provider) terms and conditions, on completion of the signed agreement (owner & pet details form) on the introduction visit. This agreement applies to feeding and general care visits for cats and other small pets, in the clients home (short-term pet sitting).
-The provider will not confirm any bookings until the introduction visit has taken place with the client and the pet/s present, in their own home, and paperwork has been completed and signed. 
-Once bookings are scheduled, the provider may allocate, in part or in whole to employee/s. Employees will be accompanied on their first visit and fully briefed on the pet/s and home security.  
-The provider holds Employers Public Liability Insurance covering all employees, paid or voluntary, for pet sitting. Public Liability Insurance document will be shown and explained on the introduction visit and a copy can be supplied on request. 
-Safety of your pet and security of your home is paramount and details for such things as house alarms, security cameras and key arrangements will be noted/arranged on the introduction. Loss of keys (changing of locks) is covered on the insurance and keys being held for the sitting period are kept secure with no link to address on the tag. Keys that have been issued to the provider, or employees, to undertake the visits will be returned to the client within 24 hours after the end of the sitting period, or in the case of being requested to retain a key for future visits, will be kept securely by the provider. 
-The provider and employees will only access the areas within your home which are agreed on the introduction. This is normally hallway, kitchen and garden. If the pet has free roam of the whole property, such as lounge or upstairs, these will only be accessed if necessary. 
-If another person is to be in the home at any time during the sitting period, the provider requests to be informed so as not to startle or be a cause for concern. 
-Any damage, if seen by the provider or employee on entry to the home, will be reported to the client immediately. Any accidental damage caused by ourselves will also be reported immediately. Any damage or suspected loss of items in the property must be reported directly to myself by the client on their return. 
-The person/s named as emergency contact/s will be contacted in the event of the client not being contactable for any issues with the property or the pet, so contact/s would preferably need to be key holders.
-Data Protection and Privacy will be adhered to by the provider and employees. Any initial paperwork and subsequent correspondence are kept securely and for the information of the provider only. General information such as updates in changes to the pets health and/or situation, or home security, will be shared with employees if they are assisting with the visits. 
-Privacy applies to the use of photographs/videos of your pet for use on my business page ''Tavistock Happy Tails Pet Care and Cleaning service'' of which permission must be given by the client on the introduction for use for advertising purposes. Privacy is applied to published photographs so as not to show any obvious image of your home, garden, and the location for security reasons. The client has the right to request any photographs/videos of their pet be removed immediately. 
-Safety and vigilance is of utmost priority and any suspicious circumstances will be reported to the client immediately. The sitter will not disclose any information to a person in relation to the pet, its owners, or whereabouts in the locality to ensure privacy of the client and security of the pet and property. Employees will make me aware of any concerns they may have whilst on their visits. 
-The provider must be alerted to any health conditions with the pet on the introduction, no matter how minor, and be alerted to any sickness or newly noticed concerns/conditions, or requests for administering of medication prior to a sitting period.  
-The client is to provide full details of the veterinary practice the pet is registered with on the introduction. In the case of an emergency, it may be deemed necessary to transport the pet to a nearer vets. 
-In the case of an emergency situation, if the client or the emergency contact/s are not contactable, the provider or employees reserve the right to consult with a veterinary surgeon and make a decision which is in the best interest of the animal if an injury or sudden illness should occur. 
-The client is responsible for any veterinary fees, no matter how they occur, with the exception of fees that may arise with regards to liability, upon which it would be passed to the insurance company. 
-The provider and employees will do their utmost to ensure your pet is well looked after but will not be held responsible for any loss, injury or death whilst in our care. Any matters arising with regards to liability will be passed to the insurance company. If the sitting period is tasked to an employee, the provider will attend as soon as possible should a situation arise if assistance be needed in the case of injury, sudden illness or any other serious matter. 
-If for any reason a visit time is extended by the provider or employee for a valid reason connected to the pet, such as emergency situations and/or health concerns, extra time will be invoiced. 
-It is requested that any changes to emergency contact or veterinary practice, are advised prior to a sitting period so it can be noted. A review with the client will take place approximately every 12 – 18 months to ensure that all is up to date. 
-Bookings are to be made in advance via phone text or WhatsApp. For last minute bookings, the provider will do their best to include on the weeks rota but this cannot be guaranteed. 
-Flexibility for timings of the visits will be noted on the introduction or for any subsequent sitting periods, and the rota will be made as close to your target time as possible. 
-Visits outside of general hours (8.30am to 7pm) are subject to arrangement and the providers availability.
-Changes to bookings must be informed of immediately and the provider will endeavour to make that change to suit but this cannot be guaranteed. 
-If the client is to make a cancellation once bookings are confirmed, 24 hours notice is preferable. In the event of client sickness, last minute change of plans or unexpected events, the provider must be contacted by 8am latest on the day of the visit/s. Any cancellations after this time will be charged at full rate for that day. 
-If the client is to return home earlier than expected, if not informed by 8am on that day, payment will still be required for visits booked for that day.  
-In the event of sickness, personal emergency or any other last minute non-availability of the provider or employees allocated on the rota, the provider will endeavour to provide cover. In the case of not being able to provide cover for the remainder of the sitting period, the client will be informed so as to decide whether to return or engage the emergency contact/s.  
-Updates of the visits will be given by phone text or WhatsApp. There may be occasions when an update cannot be given straight away but will always be sent within a couple of hours. Updates can be given after each visit or after the last visit of the day.
-Full payment for services provided must be paid on receipt of invoice by bank transfer or cash. This may be payment in advance or when the sitting period has ended, which will be arranged with the client beforehand.  
-If payments following invoice are not received by the due date, the provider reserves the right to suspend future services until payment is received and may request all future payments for booked sitting periods to be made by cash in advance.
-Prices quoted and agreed on the introduction are not subject to change unless advised by the provider in the case of any annual price increase that is deemed necessary, upon which at least 28 days notice will be given. 
-Any communication with regards to services provided must be directed to myself only, not an employee.
-Any grievance/complaints with regards to services provided, or employees, must be directed to myself only. 
-It is requested that any grievance/complaint not be made on social media, but be raised directly with myself as part of the complaints/grievance procedure so it can be addressed in a suitable manner.
-Any grievances/complaints will be addressed immediately by myself and full and formal response will be given within 7 days. It is requested that a formal complaint be put in writing, by letter or email to Tavihappytails@gmail.com , not by phone text or WhatsApp.