These terms and conditions are set out to be fair
and reasonable in enabling us to perform our obligations to the best of our
ability and to protect our legitimate business interests.
Together with the Client Registration Form, they
constitute the entire agreement between the client and “Feline Friends”. At our
discretion, we may agree to a waiver or variation of these terms, provided that
it is agreed in advance and is in writing, signed by Mrs Maria Alford as owner
of “Feline Friends”. Variation to the terms and conditions may be made from
time to time and will be notified to clients, posted on our website and
available upon request.
“Feline
Friends” provides a range of pet sitting services and Mrs Maria Alford is fully
insured and DBS checked. Sitters will administer medication as required
according to client’s instructions but cannot be held liable for any
consequences arising from the administration.
“Feline Friends” will take all reasonable care of
pet(s), but they are nonetheless cared for by us entirely at the client’s own
risk. We cannot be held responsible for the safety of any cat that is allowed
to come in and out through a cat flap. The sitter will endeavour, but cannot
guarantee, to see the cat(s) at every visit.
The
Client Registration Form and Booking Requests
Before a client’s first booking can be confirmed,
they must complete a registration form at the initial consultation meeting.
Information given in this form will be used for all subsequent bookings, unless
“Feline Friends” are notified that there has been a change in the pet’s
condition or requirements.
The client agrees to make full and complete
disclosure in their registration form of any matter, fact, quality or
characteristic which might render their pet unsuitable for any service they
request. “Feline Friends” will observe the instructions given by the client on
the Client Registration Form, unless a change is considered imperative for the
immediate welfare of the pet, for example, in an emergency we will use any
nearest vet.
It is the client’s responsibility to inform “Feline
Friends” of any changes in the instructions or information that they provided
on their registration form. By completing the registration form, the client
declares that they are the legal owner of any pet(s) for which they are using
the services of “Feline Friends”.
All bookings are accepted at the discretion of the
company and in the interests of animal welfare. Submission of a booking, whether
accepted or pending an initial consultation, and the client’s continued use of
our services, constitutes acceptance of our terms and conditions. Subsequent
booking requests can be made via telephone, text, WhatsApp or email.
“Feline Friends” will try to accommodate all
booking requests wherever possible, but this cannot be guaranteed, especially
where the request is made at short notice. “Feline Friends” always recommends
that the client checks availability with them before proceeding with holiday
arrangements, especially at peak times (school or public holidays).
Cover and
fulfilment
Visits are offered within a timeframe discussed at the initial client
consultation, unless otherwise specified.
Any specific visiting time is an
estimate only, as there may be occasions when road conditions and/or unforeseen
circumstances result in delay. We will make every effort to continue normal
service and all pre-booked pet care during adverse weather conditions.
We will
notify you in cases where we are unable to reach your pet(s). “Feline Friends”
are not responsible for any delays outside our control. If the provision of our
service is delayed by such events, we will inform you as soon as possible and
will take steps to minimise the effect of the delay.
Fees and
Payments
Please visit our website to view fees for our services. Once booking requests
have been accepted, “Feline Friends” will confirm the applicable fee. Clients
are required to make full payment of the fee prior to the booking, via bank
transfer, or they can leave cash at the property for collection at the first
visit.
The client agrees to provide all items necessary
for their pet(s) to be adequately cared for (e.g. food, medication, cat litter,
etc.). Should pets require any additional supplies during the period of care,
these will be purchased and the client will make payment for them on their
return.
Cancellations
and refunds
“Feline
Friends” may charge a cancellation fee if a client cancels their booking.
Clients should ensure they are familiar with
cancellation fees and notice periods before requesting a booking, which
constitutes agreement of “Feline Friends” cancellation/refund terms. These are
available on the website.
In the unlikely event that “Feline Friends” are
unable to complete a confirmed booking for any reason, all reasonable steps
will be taken to arrange an introduction to an alternative carer. Where “Feline
Friends” are unable to provide an alternative carer in the event of a sitter
being unable to complete a confirmed booking, clients will receive a full
refund of any monies paid.
Due to limited capacity there will be no refund if clients
return home before the confirmed end date and time of the booking during
school/bank holidays. A refund credit for next booking applies outside peak
times. Once a client has booked, they are agreeing to meet any additional
charges that are incurred by their late arrival home.
Keys, Alarms
and Parking Permits
The client
gives the sitter permission to enter their property to carry out the booked
service at the arranged date and time.
The client agrees to provide the means of access to
their property for the duration of the booking, such as keys and alarm
details/fobs. These will be kept securely and will only be marked with the client’s
surname and partial postcode.
Most clients find it useful for “Feline Friends” to
retain keys in case they are locked out or to enable the provision of services
at short notice. A set of keys should be available to be given to “Feline
Friends” at the initial client consultation. All keys must be checked before
handover to ensure that they work, especially newly-cut keys.
If keys are not retained, they will be collected,
subject to a fee and returned free of charge at the sitter’s convenience. If
keys are required to be returned urgently, they may incur a fee. Please see
website for fee information.
“Feline Friends” will supply their address details,
if client’s would prefer to drop off their keys and avoid a collection fee.
Clients agree to provide visitor permits where
their home is in a restricted parking zone.
If no permits are provided and a sitter incurs a
penalty charge, the owner agrees to cover the cost of the charge.
Veterinary
Fees and Insurance
Clients accept that in the case of an emergency,
sickness or injury, their pet(s) may require veterinary care and must give
permission for “Feline Friends” to seek veterinary care as appropriate. Clients
accept full liability for the cost of all veterinary care and will settle any
fees directly with the veterinarian involved.
“Feline Friends” strongly
recommends that all clients have adequate pet insurance to cover the costs of
veterinary care.
Animals will be taken to their own vet or, in an emergency, to
the nearest vet. Clients recognise the risks associated with transporting their
pet(s) to or from a vet appointment and expressively relinquish any and all
claims against “Feline Friends”.
Any liability for damage caused by pet(s) whilst in
the care of “Feline Friends” will be assessed on a case by case basis. It is
agreed that it is the client’s responsibility to adequately insure their
property and its contents and any pets with an insurance company of good
repute, and that such insurance shall continue for the duration of the booking.
“Feline Friends” will not be held responsible for
any issue that may arise at any property they may be attending. The client must
ensure they provide full details and instructions on care of their home, as
well as their pet(s).
Communication
“Feline Friends” will send regular updates to clients if requested to do so,
and will respond to any messages for updates at their earliest convenience, via
text or WhatsApp.
Urgent communications to clients will be made by
phone, text or WhatsApp.
The client must also provide “Feline Friends” with
a name and contact telephone number of someone, based in the UK, capable of
making a decision relating to their pet(s) or home in an emergency. All reasonable efforts will be made to contact the
client or their nominated person in the event of an emergency, but “Feline
Friends” reserves the right to make decisions regarding pet(s) and will act in
what we consider to be their best interests and on the advice of a veterinary
surgeon, where appropriate.