General Terms
- By booking with Serendipawty K9 Care, you agree to these Terms & Conditions and to pay all fees by the agreed dates. Services may be refused or ended at any time due to health, safety, welfare, behavioural, or financial concerns.
- Care is only provided for the pets listed in your booking agreement, and no additional people or pets may stay at the property during the booking without prior agreement. I do not provide gardening, household cleaning, or other domestic services outside of agreed pet care.
- I reserve the right to apply additional charges or terminate services if the booking differs significantly from the original description or requires additional responsibilities that were not previously disclosed.
- As a force-free business, I do not use or walk dogs wearing prong collars or other aversive equipment. Dogs are not walked on retractable leads, and off-lead walks are only offered in secure private fields arranged at the client’s expense. I cannot care for dogs subject to Dangerous Dogs Act proceedings or pets showing aggression towards people or animals.
- At least one meet-and-greet is required before all new bookings.
Booking & Payment
- Bookings are confirmed only once all client and pet information has been provided and a non-refundable 25% booking fee has been received. Short-notice bookings may require full payment upfront.
- The booking fee covers administration, planning, meet-and-greets, communication, diary reservation, and personalised care preparation.
- Outstanding balances must be paid by the agreed due date. Services may be cancelled without notice if payment is not received in full. Payments can be made via BACS.
- Travel charges apply for locations more than 5 miles from PR4 1SA at 55p per mile unless otherwise stated.
- Prices may change during the year, but confirmed bookings will remain at the agreed rate.
Cancellations & Changes
All cancellations or booking changes must be made in writing via email or WhatsApp.
Cancellation charges are as follows:
- 14+ days’ notice: no further payment due
- 7–13 days’ notice: 25% of remaining balance due
- Less than 7 days’ notice: full remaining balance due
No refunds or credits are offered for:
- Early returns
- Reductions in booking dates within 48 hours of the booking start
- Cancellations made on the booking start date
Changes to bookings are treated as cancellations and are subject to availability.
If I need to cancel your booking, a full refund will be provided. Repeated cancellations may result in future services being declined.
Pet Welfare & Health
Your pet’s welfare is always my priority, and all services are provided in accordance with the Animal Welfare Act 2006.
Clients must ensure pets are:
- Fully vaccinated where appropriate
- In good health
- Flea and worm treated
- Wearing a collar and ID tag as legally required
- Owners must provide all necessary food, medication, equipment, and supplies for the duration of the booking.
- If medication is required, clear written instructions and signed consent must be provided.
- I reserve the right to seek veterinary treatment if I believe a pet requires medical attention. All veterinary costs, transport fees, and associated expenses remain the responsibility of the client.
- Clients are responsible for any damage, injury, or costs caused by their pet.
Emergency & Veterinary Care
- In an emergency, I will always attempt to contact you first, followed by your emergency contact if necessary. I am authorised to seek veterinary treatment where required and will use your registered vet whenever possible.
- A signed Veterinary Release Form is required before all bookings. All treatment decisions will be made by the attending veterinary professional.
- If urgent action is required and neither you nor your emergency contact can be reached, I may act in your pet’s best interests without prior consent.
Weather & Safety
- Walks and outdoor activities may be shortened, adapted, or cancelled during extreme weather conditions including heat, storms, or icy conditions. Your pet’s safety and welfare will always take priority.
- Where walks are not possible, enrichment and care will continue within the home and garden where appropriate.
Important - What constitutes extreme weather is determined solely by Serendipawty K9 Care.
- All decisions will be made with your pet’s safety, welfare, and best interests as the top priority.
Behaviour & Disclosure
- All behavioural concerns, including anxiety, aggression, escape risks, or reactivity, must be disclosed before the booking begins.
- Services may be terminated immediately if a pet behaves aggressively or dangerously towards people, animals, or property. No refunds will be issued where behaviour has not been disclosed accurately.
Overnight & In-Home Care
In-home care is tailored to maintain your pet’s usual routine, comfort, and wellbeing within their own environment.
Clients must provide:
- A clean, safe, and secure home
- Suitable sleeping arrangements
- Adequate heating and ventilation
- Clean bedding and towels where required
Basic home care such as bringing in post, watering plants, or adjusting lights may be included. Deep cleaning and household chores are not included.
Cameras & Privacy
- Any cameras or recording devices must be disclosed before the booking.
- Internal cameras must be switched off while I am present in the property, particularly during overnight or live-in care. Outdoor cameras are permitted.
- Failure to disclose active internal cameras may result in immediate termination of services, with the booking remaining fully chargeable.
Keys, Access & Parking
Keys must be provided no later than 3 days before the booking unless alternative secure access has been arranged.
Clients must provide:
- Working keys or access codes
- Clear access instructions
- Alarm information
- Details of any expected visitors
- If I am unable to gain access due to incorrect information, faulty locks, missing keys, or restricted access, the visit remains fully chargeable.
- Where necessary to protect a pet’s welfare, I reserve the right to arrange emergency access, including locksmith services, at the client’s expense.
- Safe and legal parking must be available. Any parking costs incurred due to missing permits or instructions will be reimbursed by the client.
Client Identification and Verification
For security, safeguarding, and fraud prevention purposes, I may request photographic identification and proof of address from new clients during the initial meet-and-greet. Any identification provided will be used solely to verify the client’s identity and address. Once verification has been completed, any electronic copies or files containing identification documents will be securely and permanently deleted using a file-shredding application. Identification documents will not be retained unless required by law or with the client’s explicit consent.
House Cleanliness
- I will always clean up after pets to the best of my ability and leave your home in the condition it was found.
- Clients must provide appropriate cleaning supplies during bookings. Additional cleaning charges may apply for excessive mess or repeated accidents.
- Please inform me in advance of any incontinence issues or smoking inside the property, as these may affect my ability to provide services safely.
Liability
While every care is taken, Serendipawty K9 Care cannot be held responsible for:
- Illness, injury, escape, or incidents caused by undisclosed medical or behavioural issues
- Unsafe home environments
- Incomplete or inaccurate information provided by the client
- Theft, loss, injury, or damage unless negligence can be proven
Clients remain fully responsible for their pets, property, veterinary fees, and any third-party claims arising from their pet’s behaviour.
Communication
Clients agree to communicate directly via WhatsApp or email. A WhatsApp group may be created for booking updates and care communication where appropriate.
Professional Standards
- I am registered with NARPS (National Association of Pet Sitters & Dog Walkers) and continue to undertake ongoing professional training and CPD to maintain high standards of welfare-led, force-free pet care.
- If I am unable to attend due to illness or emergency, alternative insured cover may be arranged where possible. Clients will always be informed if this becomes necessary.
Microchipping Services
- Microchipping appointments must be paid for at the time of booking via card or BACS.
- Cancellations made with less than 24 hours’ notice are eligible for a 50% refund only. Travel charges apply for locations more than 5 miles from PR4 1SA at 45p per mile.
- Standard microchipping hours are Monday to Friday, 12pm–7pm, though flexibility may be available by arrangement.
This document was last updated on 28th May 2026. By continuing to use Serendipawty K9 Care services, clients acknowledge acceptance of the current Terms & Conditions.