Terms of Service
Applin Pet Services Terms and Conditions
By signing this agreement and/or booking any of our services, you confirm that you have read, understood and agree to these Terms and Conditions. These Terms and Conditions apply to all current and future bookings unless otherwise agreed in writing.
1. Definitions
1.1 In this contract "We", "Us", "Our" relate to any employees, contractors or authorised representatives of Applin Pet Services. "You" means the client signing this agreement.
2. Bookings
2.1 We will provide our services with reasonable care, skill and professionalism.
2.2 You agree to provide reasonable notice of any requests outside the agreed service. Any additional services must be agreed by us in writing before they are undertaken.
2.3 We reserve the right to refuse any bookings that conflict with our Terms and Conditions.
2.4 Any disagreements about the bookings must be resolved prior to the booking to ensure everything is clear and understood.
2.5 We do not offer boarding services within our own home. All house sitting and drop-in visits will take place at your home or another agreed location.
2.6 Any requests to extend, shorten or alter booked services are always subject to availability and discretion.
3. Payments
3.1 Payment must be received no later than seven days before the booking start date. If payment has not been received by this date, we reserve the right to cancel the booking and offer the dates to another client.
3.2 We only accept payment by bank transfer to Applin Pet Services. Bookings are confirmed once cleared funds have been received.
3.3 If we reasonably need to purchase additional supplies for your animal's welfare (for example food, bedding or other essential items not provided), you agree to reimburse these costs. Receipts will always be provided.
3.4 We will never request tips.
4. Cancellations
4.1 Where services are terminated due to the client's breach of these Terms, refunds may be withheld where reasonable to reflect work already undertaken and losses incurred. This includes, but is not limited to:
Aggressive behaviour
Unsafe property
Illegal activity
Abusive behaviour
Serious breach of the agreement
4.2 Our time is important and valuable to us. By entering into this agreement, you acknowledge that cancellations made after payment has been received will be subject to a cancellation fee, which reflects the loss of business incurred and the amount of notice provided.
4.3 Cancellation charges reflect the loss of business and the difficulty of rebooking dates at short notice. Charges are based on the amount of notice provided before the scheduled start of the booking.
4.4 If we need to cancel a booking for reasons within our control, any payments already made for services not provided will be refunded in full, or an alternative booking date may be offered by mutual agreement.
4.5 If you choose to end a booking earlier than agreed, no refund will be given for any unused portion of the booking unless otherwise agreed in writing.
4.6 We understand that genuine emergencies can occur. At our sole discretion, we may reduce or waive cancellation charges in exceptional circumstances.
4.7 A 25% non-refundable booking deposit is payable when the booking is confirmed.
4.8 The non-refundable booking deposit forms part of any cancellation charge. Where the applicable cancellation fee exceeds the value of the deposit already paid, the remaining balance will become payable.
4.9 The cancellation fees for house sits are as follows:
Notice before the booking start date
Cancellation fee
More than 14 days
25% of the total booking value
8–13 days
30% of the total booking value
3–7 days
40% of the total booking value
48 hours–72 hours
50% of the total booking value
Less than 48 hours
60% of the total booking value
Long house sits (6 nights or more) cancelled less than 24 hours before the start date
80% of the total booking value
5. Client Responsibilities
5.1 You agree to provide accurate and complete information regarding your animal/s, property and any medical or behavioural issues. We cannot be held responsible for any issues arising from inaccurate, incomplete or withheld information.
5.2 The property must be secure and safe for us to stay.
5.3 You must supply at least one emergency contact, they must be available in the event of an emergency at short notice. By providing us with their information we understand that they have already been briefed of this responsibility.
5.4 You must provide registered vet's details for any pets in our care.
5.5 Medication will only be administered if agreed in advance and according to the owner's written instructions.
5.6 Anyone that visits the property will not be granted entry unless clearly stated by yourself prior to the sitting service commencing, unless required in an emergency.
5.7 House sitting is provided only where the property will otherwise be unoccupied unless agreed in writing beforehand.
5.8 Whilst we appreciate you may be away for holidays, we must always be able to make contact with either you or your emergency contact. We reserve the right to contact you at any time even if you see the hours as antisocial or late.
5.9 You are responsible for maintaining appropriate insurance for your property and animal/s where you consider this necessary.
5.10 You agree that you are honest and accurate with any information supplied to us prior to any bookings.
5.11 You agree that your property and anything required for your animal/s is left available in your property to ensure we can carry out our services. We do not supply anything for sits, including but not limited to:
Food for your animal/s
Furniture
Blankets
Toys
Equipment/Supplies
Bowls
Additional leads
Vet fees
Any additional purchases will only be made where reasonably necessary for your animal's welfare.
5.12 You confirm your animal/s can be safely handled by someone outside your household and have disclosed any behavioural concerns.
6. Animal Health, Welfare and Veterinary Care
6.1 We will not accept care for any animal that is aggressive or has a history of aggression.
6.2 Dogs must not be subject to applicable dangerous dogs legislation or known behavioural issues unless agreed beforehand.
6.3 Animals should be appropriately vaccinated, treated for parasites where appropriate and fit to participate in the booked service.
6.4 If a house has fleas or any other kind of infestation, we have the right to terminate the booking with immediate effect.
6.5 All dogs will be walked on leads unless we have assessed their recall as reliable and you have given written permission.
6.6 We reserve the right to amend walks or visits where reasonably necessary to protect the welfare of your animal/s, ourselves or members of the public. For example, during extreme weather, illness, dangerous situations or emergencies.
6.7 Where we reasonably believe an animal is suffering or at immediate risk, we reserve the right to contact the RSPCA, veterinary professionals or the appropriate authorities.
6.8 We do not diagnose any medical needs or conditions nor do we supply care that involves us using anything unregulated or controlled medication. We are not medical professionals nor do we claim to be.
6.9 Following each completed booking, we will provide a summary of the care provided and highlight any concerns regarding your animal's health, behaviour or wellbeing where appropriate.
6.10 We agree to advise you to the best of our ability in relation to better care, support or training of your animal/s. Any advice given is offered in good faith and should not replace advice from a veterinary surgeon or qualified behaviourist.
6.11 Services are provided based on safety. There may be factors including weather where it is too hot or too cold for your animal/s. We therefore may replace a walk with home-based enrichment, play or mental stimulation.
6.12 If your animal/s becomes ill or injured while in our care, you authorise us to seek veterinary treatment where we reasonably believe immediate treatment is required. You agree to reimburse any veterinary fees and associated costs incurred on your behalf, unless the need for treatment arose due to our negligence.
6.13 Any dog walks will be isolated to dogs only from the same household, unless both parties have agreed prior.
6.14 We will transport dogs in our car if agreed for different walking locations, only if both parties have agreed prior. If you have advised us your animal/s isn’t comfortable with travel, we will not transport them. The only exception will be in an emergency, for example to a veterinary practice.
6.15 We agree that we will dispose of dog waste during walks and clean reasonable accidents in the home, but not extensive mess caused before our arrival.
6.16 We will not take responsibility for unknown or stray animals found at the property unless necessary for welfare or safety.
7. Property Access and Keys
7.1 In the unlikely event that you do not return home, your emergency contact will be contacted. If neither you nor your emergency contact can be reached, we may contact the appropriate authorities or emergency services where necessary to protect your animal/s or your property. Keys will be retained by us securely until arrangements are agreed with you or your emergency contact.
7.2 If you do not return home when agreed, additional visits or overnight care will be chargeable until the pet is collected or alternative arrangements are made.
7.3 You must provide working alarm codes, key safe codes, gate codes and instructions for any security systems prior to the service commencing.
7.4 For sits your keys will be kept securely in our possession at all times. For drop-in visits, keys will either be retained securely by us or, at your written request, left in a secure location nominated by you. Keys left in a designated safe place are left entirely at your own risk.
7.5 If we cannot gain access to the property (wrong key, faulty lock, alarm, etc.), we will contact you to resolve. If we cannot gain access, the service is still chargeable.
7.6 We agree that only employees/volunteers from Applin Pet Services will enter the property and will be of a minimum age of 18 years. No other parties will have access to the property unless required in an emergency.
8. Safety and Welfare
8.1 You have a duty to ensure your property is in a safe condition to keep animals. Where we find that you or your property is unfit to keep and house animals, we may contact the relevant authorities. Where we see immediate danger, we will contact the RSPCA or relevant authority. We will always alert you of this, however, depending on the circumstances, our communication may be limited by instructions from the relevant authorities
8.2 We reserve the right to refuse or stop care immediately if we are aware of any illegal substances or activity in/on any premises you require our services. This also applies where we become aware of illegal activity involving yourself or associates.
8.3 Force majeure: We may have to cancel the booking, including for the following:
Severe weather
Flooding
Illness
Road closures
National emergencies
Where circumstances beyond our reasonable control require us to remain at your property for longer than originally agreed, we reserve the right to charge reasonable additional fees to cover the extra time and costs incurred.
9. Insurance and Liability
9.1 We will exercise reasonable care and skill when providing our services. Nothing in these Terms excludes or limits our liability where this would be unlawful, including liability for death or personal injury caused by our negligence or for fraud. Subject to this, we shall not be liable for losses arising from events beyond our reasonable control.
9.2 We maintain appropriate Public Liability Insurance for the services we provide, including pet care, dog walking, pet transportation and pet taxi services. We may hold insurance for additional activities; however, we only provide services that we are competent, insured and comfortable to undertake.
9.3 Proof of our DBS check can be provided upon request.
9.4 Any accidental damage caused by us will be reported promptly and handled through our insurance where appropriate.
9.5 If keys are lost due to our negligence, we will provide reasonable replacement costs covered through insurance where applicable.
9.6 If one term is found unenforceable, the remainder of the agreement remains in force.
10. Data Protection and Photography
10.1 We will share photographs and/or videos taken during our booking with you. Any use of photographs for marketing purposes will only take place with your prior consent (see Clause 10.2).
10.2 We will only use photographs for marketing where you have given your consent.
10.3 We will process and store your personal information in accordance with UK data protection legislation. Your information will only be used for providing our services, meeting legal obligations or where you have given consent. We will not share your personal information with third parties except where necessary to provide our services, comply with legal obligations or protect animal welfare.
11. Complaints
11.1 Any complaints should be directed to hello@applinpetservices.com with a full explanation of the issue/concern. We aim to acknowledge complaints within five working days.
12. Termination
12.1 We reserve the right to terminate this agreement where there has been dishonesty, abusive behaviour, threats or a serious breach of these Terms.