Terms & Conditions

General Terms

  • Acceptance of our services is deemed acceptance of our Terms and Conditions and an agreement to pay our fees on time.
  • We reserve the right to deny or terminate our service because of safety or financial concerns.
  • We reserve the right to either impose supplementary charges and/or terminate this agreement if the assignment changes from the description given by the client and requires more time or responsibility, or if there is a change in the nature of the assignment which could not have been reasonably foreseen by either party.
  • We reserve the right to stop providing care services to a client whose pet shows aggression to us or other pets in the home.
  • No person/s or pet/s other than those listed in this agreement are permitted to live at the premises during the term of this agreement.
  • We do not care for/walk any pets other than the ones listed at the household.
  • No dogs are walked on flexileads. We will always bring our own leads as a back up should they be needed.
  • We will not walk dogs that wear prong collars or any other aversive methods. We are a force free organisation.
  • We do not offer off-lead walks unless your dogs are in a private field. We can book this (at a cost to you) if you would prefer your dog to have some off-lead time.
  • We will arrange for at least two meet and greets prior to the start date requested.
  • We cannot care for any dog that is pending court action for Section 3 of the Dangerous Dogs Act 1991.

Pet Welfare

  • We will always operate in full compliance of the Animal Welfare Act 2006
  • The client consents to Serendipawty Pet Care taking any action they consider suitable in order to protect and keep their pet in good health.
  • The client consents to their pet/s sharing food & water bowls and toys with other pets in the home.
  • The client consents to Serendipawty Pet Care feeding their pet/s as requested.
  • The client confirms they will be responsible for any costs which might be incurred, either Veterinary or other, as a result of any sickness, accident, or damage caused to or by the client’s pet/s, excepting third party liability, and that they will pay any such costs or expenses on demand.
  • If the client requires that their pet be medicated, they must leave clear instructions at every booking with instructions and signed permission for us to administer said medication/s..

Veterinary Authorisation

  • The client gives permission to Serendipawty Pet Care to act as guardian for their pet/s.
  • If for any reason we need to take the client’s pet to a Vet at short notice, we will endeavour to contact the client’s vet first. If we are unable to contact their vet, we will take them to our local vet: Rowan Veterinary Centre, Hillock Lane, Preston PR4 1TP or the nearest emergency vet.
  • The client authorises the above-named Vets to treat their pet/s in case of any injury or illness.
  • The client gives Serendipawty Pet Care permission to transport their pet/s to the above-named Vet by whichever means necessary.
  • The client agrees that, in the event of any surgery or euthanasia, the Serendipawty representative will accept the advice of the Vet and, if the client cannot be contacted, the named emergency contact will be contacted.
  • The client will be responsible for any transport costs to Serendipawty Pet Care as well as any Vet’s charges that may be incurred.

Cat Flap Disclaimer

  • Serendipawty Pet Care can not be held liable for any loss of pets that have access to an unlocked “cat flap” or other form of exit/entry.
  • In the event of a pet going missing, we will continue to visit the client’s home as normal to provide care for the pet/s and send daily feedback until the client returns.
  • If we have any cause for concern, we will always try to contact the client first, after which we will notify the listed emergency contact, Vet and any relevant authorities regarding a potentially missing pet.

Damages & Theft

  • Serendipawty Pet Care will not be liable for any damage or injury caused by the client’s pet/s.
  • Serendipawty Pet Care will not be liable for any theft of the client’s pet/s.
  • Serendipawty Pet Care cannot be held liable for any injury/illness to the client’s pet/s unless we can be shown to be negligent.
  • Serendipawty Pet Care cannot be held liable for any theft or damage to the client’s property unless we can be shown to be negligent.

Timing of Living In Service

  • The Serendipawty Pet Care representative may arrive earlier or later, depending on their schedule and traffic.
  • If we are going to be late for any reason, we will always do our best to communicate this.
  • We will always stay the full duration of a visit, unless otherwise arranged with the client.
  • If we have to cut a visit short for any reason, we will communicate this with the client and make up for the lost time at a future visit.

Booking & Billing

  • We can only accept a booking once the client has provided all details about themselves and their pet/s.
  • The client should submit booking requests via our website, as far in advance as possible.
  • Bookings are provisionally confirmed upon receipt of 50% deposit and any cancellation policy will apply from the due date.
  • Should the client have a short notice request, we can be contacted via phone call or WhatsApp messaging.
  • We always bill in full in advance.
  • Our fees may change during the year, sometimes at short notice. Our up-to-date fees will always be found on our website. It is the client’s responsibility to check this, though we endeavour to update all clients before this happens.
  • Travel will only be charged where clients live more than a 5 mile radius of PR4 1SA and at a rate of 45p per mile.

Invoicing & Payment

  • Invoices will be sent one month before the booking or 7 days before the booking if a last minute request. Any bookings less than 7 days in the future will be payable immediately.
  • All invoices are due on receipt.
  • Full payment is required in advance in order to secure a booking.
  • Payment can be made via BACS, Paypal, cheque or cash.
  • Unless otherwise arranged with management (due to circumstance e.g. last minute request or late invoicing), we may not visit a pet until the booking has been paid for.

Cancellations

  • Clients can cancel or change bookings via email to bookings@serendipawty.co.uk
  • Our cancellation policies apply from the due (payment) date of an invoice, even if the invoice has not yet been paid.
  • For cancellations made within (from start date of booking):
    • 14+ days, 100% refund
    • 7-13 days, 75% refund
    • 2-6 days, 50% refund
    • Less than 2 days, 0% refund
  • We do not offer refunds/credit for late changes i.e. a reduction of dates made within 48 hours notice of the start date of the booking or during the booking.
  • No refunds for early returns.
  • We do not offer refunds or credit for cancellations made by the client on the start date of a booking (for the entire booking).
  • In the unlikely event we have to cancel a 100% refund will be given.
  • Exceptions may be made at our discretion.
  • Please check your holiday insurance or your pet insurance. Some will cover you for cancelled holidays.

Keys & Access

  • Once a booking is made, we will require a set of house keys no less than 3 days before the booking start date.
  • Keys can be collected at the initial meeting (free of charge).
  • The alternative is to drop keys at Serendipawty Pet Care HQ or leave keys with us that will be kept in our key safe.
  • The client should include information regarding any alarm or special access instructions on their online account.
  • The client must inform Serendipawty Pet Care of any/all visitors (e.g. friends, cleaners etc.) to the client’s property if they will be in the house at the same time.
  • No liability can be attached to a Serendipawty Pet Care representative if a third party shares access to the client’s property or pets.

Communications

  • The client consents to Serendipawty setting up a WhatsApp group for their pet/s (used for updates and queries) and adding any team member involved in the care of said pet/s.
  • The client agrees to send all requests directly to Serendipawty Pet Care via WhatsApp or email.

Microchipping

  • Payment is due at the time of booking and may be completed via card, BACS, or PayPal. In the event that cancellation is necessary on my part, a full refund will be issued. Please be advised that cancellations must be communicated at least 24 hours in advance; otherwise, only a 50% refund will be provided.
  • No extra charge is made for mileage, unless more than 10 miles from PR4 1SA when an extra charge of 45p per mile will be added.
  • My standard working hours for microchipping are Monday to Friday, from 12:00 PM to 7:00 PM. However, I am flexible and can accommodate other times if necessary.

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