Terms & Policies

01

Bookings & Payments

All bookings are confirmed once the required payment/deposit has been received.

Bookings are not considered secured until payment has been made.

Please provide accurate information about your pets, your home and the care required at the time of booking.

Any additional services requested after your booking has been confirmed may incur an additional charge.

02

Cancellation Policy

We understand that plans can change. If you need to cancel or amend a booking, please give as much notice as possible.

Deposits/payments may be non-refundable where a cancellation is made at short notice, as the dates have been reserved exclusively for your pets and may not be possible to fill again.

Any refunds will be considered on an individual basis and at the discretion of The Pet Nanny.

03

Meet & Greet

A complimentary meet & greet is offered before your first booking where appropriate.

This gives us the opportunity to meet you and your pets, discuss their routine and requirements, and make sure everyone is comfortable before care begins.

The Pet Nanny reserves the right to decline a booking if we feel the pet's needs cannot be safely or appropriately met.

04

Your Pet's Care

Owners must provide clear and honest information about their pet, including:

• Feeding requirements
• Walking/exercise routines
• Medication
• Medical conditions or allergies
• Behavioural issues
• Anxiety or separation issues
• Any history of aggression or biting
• Contact details for your usual vet
• Emergency contact details

Your pet's normal routine will be followed as closely as possible.

Fresh food and clean drinking water will always be provided according to your instructions.

05

Medication & Medical Needs

The Pet Nanny can administer routine medication where this has been discussed and agreed in advance.

Medication must be supplied by the owner and clearly labelled with the pet's name and instructions.

If your pet becomes unwell or injured while in our care, we will contact you or your nominated emergency contact as soon as reasonably possible.

06

Veterinary Emergencies

In the event of an emergency, The Pet Nanny will make every reasonable effort to contact the owner or emergency contact.

If immediate veterinary treatment is required, you authorise The Pet Nanny to seek veterinary attention for your pet.

The owner remains responsible for all veterinary fees and associated costs.

Where possible, your preferred veterinary practice should be provided before the booking begins.

07

Behaviour & Safety

Owners must inform The Pet Nanny of any known behavioural problems, aggression, nervousness or situations that may cause their pet distress.

Pets with a known history of aggression or biting must be disclosed before booking.

The Pet Nanny reserves the right to end a booking if a pet presents a serious or unexpected risk to the safety of the pet, The Pet Nanny or another person.

08

Keys & Access

Where keys are provided for pet sitting or house sitting, they must provide safe access to the property.

Keys will be kept securely and will not be labelled with your address.

If keys need to be collected or returned separately, an additional arrangement or charge may apply.

09

House Sitting

When providing overnight pet sitting in your home, The Pet Nanny will treat your property with care and respect.

Normal day-to-day use of facilities such as the kitchen, bathroom and bedroom required for the service is expected.

Any damage caused by The Pet Nanny will be dealt with fairly and appropriately.

The Pet Nanny is not responsible for pre-existing damage, normal wear and tear or damage caused by your pets.

10

Photos & Social Media

We love sharing happy pet moments!

With your permission, photographs or videos of your pets may be taken during their stay and used on The Pet Nanny's social media or website for promotional purposes.

Your permission can be withdrawn at any time.

No personal information, home addresses or private details will be shared.

11

Insurance & DBS Check

The Pet Nanny is DBS checked and fully insured for the services provided.

However, insurance does not remove the owner's responsibility to provide accurate information about their pet or cover veterinary costs resulting from illness, injury or pre-existing conditions.

12

Privacy

Any personal information, contact details, property information and information relating to your pets will be treated confidentially and only used where necessary to provide the agreed service.

Your information will not be shared with third parties unless necessary for the care or safety of your pet, or where required by law.

13

Liability

The Pet Nanny will always take reasonable care of your pets and property.

However, we cannot accept responsibility for illness, injury, escape, loss or damage where this results from circumstances outside our reasonable control or from information that has not been disclosed to us.

Owners remain responsible for their pets and for any costs resulting from undisclosed medical, behavioural or other issues.

14

Acceptance of These Policies

By making a booking with The Pet Nanny, you confirm that you have read, understood and agreed to these terms and policies.

If you have any questions about these policies or your booking, please contact The Pet Nanny before your booking takes place.