Terms and Conditions

These Terms and Conditions set out what you can expect when we look after your pet. They explain what we expect from you and your pet, what we will do and what will happen in the unlikely event that something goes wrong.

Your Pet Nanny

The Pet Nanny has a small team of Pet Nannies available to look after your pet. We will use the information you provide to us in the Booking Form to select the most appropriate Pet Nanny. You are responsible for ensuring that this information is accurate, up to date and a fair representation of what we can expect from your pet.

You will have the opportunity to meet your Pet Nanny before they look after your Pet Nanny. If the meeting is not successful for either you or the Pet Nanny for any reason, we will do our best to find a suitable alternative, so we recommend that you aim to meet your Pet Nanny as far in advance as possible.

If you have a preference for a particular Pet Nanny we will do our best to accommodate that.

If for any reason and at any time, we need to change the Pet Nanny who will look after your pet, we can do so at our sole discretion. We will tell you as soon as possible.

Our Pet Nannies are self-employed and have an agreement with The Pet Nanny to receive introductions from us. While you are welcome to arrange subsequent visits directly with your Pet Nanny, we ask that you please do not embarrass them by attempting to negotiate directly with them.

Our charges

Our current charges are set out on our website at www.thepetnanny.co.uk.

What our charges cover

Our pet feeding visit charge covers one pet feeding visit per calendar day.

Our day care charge covers pet care for one calendar day between our standard hours.

Our pet boarding charge covers pet care for one full calendar day. The day the pet is dropped off is charged in full. The day the pet is collected is not chargeable if the pet is collected before 11am but is charged in full if collection is later.

Deposit

A 50% non-refundable deposit is payable 1 week in advance of an animal boarding booking. The remainder of the fee should be paid directly to your Pet Nanny when you drop off your pet.

Vet visits

If we need to take your pet to the vet while it is with us an additional fee of £12.50 is payable plus petrol expenses at the standard HMRC rate, which is 45p per mile as of May 2018.

You are always responsible for any veterinary fees incurred as a result of a vet visit.

Damage

If your pet causes damage to property, you are liable for cleaning, repairing or replacing the damaged item(s).

Cancellation

If you cancel with less that 36 hours’ notice, the full fee for the booking will be payable.

If you cancel a boarding booking with more than 36 hours’ notice, but less than 1 week, you will surrender the 50% deposit.

What you can expect from us

We will ensure your Pet Nanny is covered with appropriate Public Liability Insurance and provides the pet care service agreed with you.

Our earliest drop off time is 7am and our latest collection time is 8pm. Your Pet Nanny may agree to vary these times, at their own discretion.

We will use our best endeavours to provide the pet care services we agree with you.

If agreed with your Pet Nanny, we will provide occasional updates on your pet while it is in our care.

If your pet is sick or injured in our care, we will contact you as soon as possible. However, you agree that we have the ultimate responsibility for deciding whether veterinary treatment is necessary and give us permission to seek treatment without your specific consent should circumstances dictate. If we are unable to contact you, we will proceed with treatment according to the vet’s recommendation. Where practical, your pet will be taken to your own vet if required, however you agree we have the ultimate responsibility for deciding which vet to use.

What we expect from you

It is essential that you complete the Booking Form as accurately as possible to enable us to match your pet to the most appropriate Pet Nanny. If anything changes, please tell us as far in advance of your booking as possible.

If your pet is unwell, or has been unwell within the two weeks prior to the booking, or if it is in season you must tell us in advance of the booking to ensure we can provide appropriate care. We reserve the right to refuse to accept your pet if we consider that it is the best interests of your pet or other animals in our care to do so.

You must ensure your pet is up to date with vaccinations and flea and worm treatment for the duration of the time it is in our care.

Your Pet Nanny will contact you to agree the details of the care they will provide to your pet. This may include items to be provided and drop off and collection times. If you have any difficulties meeting your side of the arrangement, you must let your Pet Nanny know as soon as possible and will be responsible for meeting any out of pocket expenses that result.

Whilst every care is taken to make your pet’s stay a safe, happy and enjoyable one, please note that pets are left at your own risk and no responsibility can be accepted for sickness, injury or loss through theft, straying or demise of the pet.

What happens if something goes wrong

If for any reason you are unhappy with the care your pet receives, please contact owner Sue Hill.

You agree that our liability to you is ordinarily capped at the value of the booking fee for the applicable period. However, if your pet is injured or dies in our care due to our negligence, or if it is stolen or strays, our liability is capped at £1,250. If it is injured or dies while we are transporting it, our liability is capped at £2,000. We do not exclude or limit our liability in any way where it would be unlawful to do so.

These terms of use, their subject matter and their formation (and any non-contractual disputes or claims) are governed by English law. We both agree to the exclusive jurisdiction of the courts of England and Wales.