Terms & Conditions

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The following is an agreement between Your Pet Nurse and the Pet Owner/Keeper. For the purpose of these Terms and Conditions, the terms ‘Owner’ or ‘Pet Owner’ refer to you, the Client, or any other person with possession and/or responsibility of the pet.

The term ‘Sitter/s’, ‘Carer/s’, ‘Team Member/s’ ‘Staff/Staff Members’ or ‘us’ refers to Employees and/or Owners of Your Pet Nurse. Please read all sections fully.

INITIAL CONSULTATION

Prior to commencing any form of care, we will require a ‘Meet & Greet’ at your home. You will need to book in a Meet & Greet by contacting us via email or telephone along with your required services- we must have completed our initial meeting before we can accept requests for services.

BOOKING REQUESTS, CONFIRMATION & CANCELLATION:

Whilst we do our utmost to meet every care requirement, note that requesting services via email/message is not a guarantee that care can be provided; please await further contact and/or confirmation. Responsibility for all bookings and cancellations is with the Pet Owner.           

We ask for 24 hours’ notice of cancellation to confirmed bookings; after which time the full rate will be invoiceable. Should a Carer arrive to an appointment for which the Pet Owner has failed to cancel, the full rate will be invoiced. Should a Carer be unable to access your home for a booked appointment (due to a locked gate/keys left in a door etc.), we will contact you and/or your alternative/emergency contact. Should we be unable to get hold of the Pet Owner or other contacts, we must leave the property and continue with our schedule. The full rate will be invoiced.

Whilst we will await further contact, we may be unable to provide the service and/or an alternative once the appointment time has passed but will do our utmost to help. For all scenarios above, we may use our discretion in situations that we deem to be extenuating.

If you should have any problems, please email us on hello@yourpetnurse.com or contact Nicky on 07846546186.

APPOINTMENT TIMES

Appointment times for all Services are given as a guide only (unless organised by prior arrangement at the ‘Meet & Greet’ appointment) and we ask for a thirty (30) minute window of time either side of the requested booking start time.  If you are unsure of the time to expect us, please contact us and we can put your mind at ease.

In some situations, care cancellations made by us may be unavoidable, as emergency situations are unable to be foreseen. For any visits to/in the Pet Owner’s home that we have had to cancel due to emergency situations (which may include inclement weather, vehicle breakdowns, staff illness and Pet Emergencies (this list is not exhaustive)), we will always try to find a best possible scenario- ensuring, at least, a toilet break for your pet. We cannot guarantee that this will be at a time or for a duration alike the original booking.

PET BEHAVIOUR

For all Services, we can only accept Dogs whose behaviour is generally good, with no aggression or severe behavioural abnormalities. You are required to disclose information regarding your dog’s behaviour and history, including incidents of aggression; please be as honest as possible so that we can make an informed decision about their care. Should your dog demonstrate any aggression or display body language that gives cause for concern during an initial consultation (‘Meet & Greet’), please be aware that we will be unable to provide care for them.

At any point, if we feel that a pet is unhappy, uncomfortable/stressed or unsuited to the type of Service, we may have to cancel care. Additionally, if a pet’s behaviour becomes difficult, so much so that they are putting our Carers at risk, we may have to change arrangements. We will always try to work with you to make improvements or accommodations as far as possible, but if we are unable to accommodate this, we must cancel care. We cannot be held responsible for any resulting financial loss or other difficulties associated with the cancellation and cannot issue refunds in any such scenarios.

Where we have agreed to take on a pet with known behavioural issues or abnormalities, we reserve the right to discontinue care at any time if safety of staff is compromised and you will be responsible for any accident, injury, harm or loss of life.

CATS

For all Cat Visits we pledge to clean out litter trays regularly and as specified, leaving them in a clean and useable condition, and disposing of the waste as instructed. We will always ensure that we leave your pet with a full water bowl and ensure that their food is topped up and/or refreshed as instructed. Requested home checks or safety measures will also be carried out and should any concerns or issues arise, we will inform the Pet Owner or emergency contact as soon as possible.  

Whilst we believe that it may be safer for all pets described above to be kept from free-roaming through a cat flap, or other means whilst the Owner is away, we appreciate that this may not be the wish of every Owner. We cannot be held responsible for any harm, injury, accident or loss of life that occurs because of a pet being able to free-roam in any manner.  Should the Owner choose to keep usually free-roaming cats inside their property during the period of care, adequate ventilation and stimulation must be considered for the pet’s welfare and to prevent stress. For Cats, we recommend Pet Remedy which can reduce stress when you are away and the anxiety sometimes caused as a response to Sitters entering the property. Should we become concerned about the welfare or health of a pet kept confined, we will contact you.                                                                                       

When dealing with house Cats, or cats that we are instructed to keep indoors, we will always take the utmost care to ensure that they are unable to stray or escape from the home, however, we cannot be held responsible if they escape from the premises during any part of our entering, exiting, or whilst undertaking tasks, nor if they are injured or lose their life as a result.

In the event of adverse weather conditions, twice daily visits may be reduced to one.

The Pet Owner must;

– Provide all food and equipment for the care of pet, reimbursing Your Pet Nurse in full if we should need to purchase more.

– Inform your vet of the dates that the Sitter/Carer will be responsible for the pet/s.

– We recommend that you inform your neighbours that you will have a Sitter entering and exiting during the period that you are away, to avoid any misunderstandings. If you will have neighbours visiting your home in addition to your Sitter, please ensure that they are fully aware of any obligations or requirements entrusted to them and those solely entrusted to your Sitter, to avoid errors. We cannot be responsible for any such errors. Please also ensure that your Sitter is left with contact details for them, including their address. We request that they contact the Sitter before arriving at the property

– Inform the carer once they have arrived home.

PAYMENT, DEPOSITS & FEES:

Payment is via BACS transfer or cash.

For Home visiting services, the owners of the pet/s agree that a deposit of 50% be payable upon booking any dates that include a bank holiday or public holiday. Deposits secure your booking and are non-refundable. We require at least 7 days notice of any changes to the care, including cancellation.  If this notice period is not adhered to, a 50% charge of the overall care cost will be payable to Your Pet Nurse.

Failure to pay a remaining balance will result in termination of the booking and any future bookings.

If an incident occurs in the Owner’s home during the care period (for example, an incident that deems the property unsafe or inappropriate to live in), or we are forced to cancel Home Sitting due to another emergency scenario, we may have to place your cat into an alternative boarding establishment. Alternative care costs (cattery etc.) must be settled by the Pet Owner. Refunds for Home Sitting will be processed for all days lost through emergency-scenario cancellations.

For bookings over the Christmas period, which include any or all of the following days: Christmas Eve, Christmas Day and Boxing day, full payment is required by 16th December. Cancellation of bookings for the Christmas period require 14 days notice. If this notice period is not adhered to, a 50% charge of the overall care cost will be payable to Your Pet Nurse.

All fees are charged at DOUBLE on ALL the following days: Christmas Eve, Christmas day, Boxing day, new year’s eve, new year’s day, May day, Late May bank holiday, Good Friday, Easter Sunday and Easter Monday, August bank holiday.

KEYS:

All new Clients will be required to issue us with keys. We can either collect these during your Initial Consultation/Meet & Greet or arrange another convenient time.

Most Clients choose to leave keys in our possession for ease of booking, but please let us know if you require your keys to be returned. We prefer to collect and return keys in-person, to avoid errors and in case of emergency scenarios (such as delayed flights returning home from a holiday), though we may accept requests for keys to be delivered through the business-address letter box or returned through the Pet Owner’s letter box. The Pet Owner accepts full responsibility for any issues that may occur from key postage. Requests for key delivery during a home lock-out will be charged at £30.00.  

RENTAL PROPERTIES:

Whilst we do not ask for proof of rental agreements, we hold in good faith that Clients living in rental properties have permission from their landlord to keep pets in the premises. We cannot become involved nor be held responsible for any problems arising from a breach in tenancy contract and reserve the right to withdraw our services at any time should a breach in tenancy contract come to light.

EMERGENCY AND NURSING CARE:

If your pet becomes unwell while they are under our care, we will make every effort to contact you. If we are unable to contact you, we will attempt to make contact with your emergency contact. If however it is an emergency and we are unable to make contact we reserve the right to transfer your pet to the vet for emergency treatment. This will be charged at £20 per hour. You the owner will be responsible for costs incurred by the vets at the time of treatment.

Should medication need to be administered to any pet for an ongoing or newly-diagnosed health condition, please ensure that you have contacted us about this, and that adequate medication is left for our use. We cannot administer any medication without veterinary referral. Your booking will not be confirmed until veterinary referral is complete. Your pet must have been examined by a vet within the last 6 months.

Veterinary referral often requires time to set up the necessary documentation, please consider this when making a booking. Please allow at least 3-5 working days. We will not administer any prescription medication without veterinary authorisation in place.             

Please contact your vet to request assistance by Your Pet Nurse and consent to information, including medical history to be shared as appropriate.

For all pets, it is of the utmost importance that any pre-existing, ongoing or newly diagnosed medical conditions are disclosed to us. This includes minor illnesses, cuts, runny noses/coughs/sneezes/respiratory infections, limps, stiffness, sickness, diarrhoea, eye problems etc. Please be aware that we need to be contacted about health issues at the earliest opportunity so that we can make an informed decision about your pet/s care. Should we arrive to your home and discover any illness or injury that we have not been made aware of, we will contact you to discuss the issue but may be unable to provide care due to the risk of worsening the problem and/or the risk to other pets in our care. This includes parasite infestations of the pet or home.

Your Pet Nurse is fully-insured by Pet Plan Sanctuary; however, our insurance does not cover any pre-existing illness/injury or ongoing conditions that require veterinary care. During your pet’s time with us, we reserve the right to consult a veterinary surgeon should we feel it necessary at any time, and the Pet Owner will be responsible for the costs incurred. In any instance of accidental injury or in an emergency, we may consult a veterinary surgeon prior to contacting you or your emergency contact. In this event, if you have not informed us of a fee cap, we will consent to treatment up to the value of £1000.00, responsibility for which is with the Pet Owner.

The nursing care that is provided must be instructed by your veterinary surgeon. Medications or treatment are given according to prescription and under veterinary guidance only. Your Pet Nurse is unable to diagnose or treat any medical condition, if you are concerned about your pets health you must consult your veterinary surgeon.                                   

If your pet becomes harmed, injured, unwell or in the event of death during the period of care, Your Pet Nurse will not be held responsible, unless caused by negligent acts on our behalf.

You the owner are responsible for supplying all consumable items that may be required during care, for example, food, cat litter, medication, syringes, bandage materials etc.

If you wish to see the terms and conditions of our insurance policy or certification for First Aid qualifications, you may request to do so at any time. By entrusting your pet/s into our care, you confirm that you have read, understood and agree to these terms and conditions and consent for the Owners and staff of Your Pet Nurse to care for your pet/s.

Your Pet Nurse - Pet Care -Pet Sitting Service in Hastings, East Sussex
Contact
hello@yourpetnurse.com
+44 7846 546186
Hastings, East Sussex
Bexhill, East Sussex
Rye, East Sussex
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