Terms and Conditions
General
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The Terms and Conditions indicated here set out the terms of the client's relationship with Friends of Pets. It is important that you read and understand our Terms and Conditions before using any of our services. If there is anything that the you do not understand, then please contact us.
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We reserve the right to modify our services, rates, and our Terms and Conditions at any time, effective upon posting an updated version of these on our website. The client is responsible for regularly reviewing these Terms and Conditions when booking one of our services.
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Friends of Pets will treat the client's personal information confidentially and will not pass the client's details on to any third parties. Please read our Privacy Policy to understand how we collect and use your information. Any data and information given to Friends of Pets will be used for all subsequent bookings unless we are notified that there have been any changes in the information given to us at the time of booking.
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Friends of Pets may take photos of the client's pet(s) during their care with us and we may occasionally use them on our website or social media pages. Please let us know if the client would like to opt out.
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Bookings
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Bookings for services offered by Friends of Pets are subject to the following Terms and Conditions.
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Upon enquiry, we will provide you with our availability and we will try our best to accommodate your booking request.
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You will be offered a free Meet & Greet appointment where we will be able to meet in person to discuss your requirements and meet your pet(s).
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Before scheduling a Meet & Greet we will send you a welcome email with instructions on how to access the online portal. Here you will be able to register all the information that we need to provide you with our services. This includes your contact information, your pet(s) details, vet details, home access information and any other requirements or information. You will then be able to see your booked appointments on the online portal.
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After our Meet & Greet, if you want to proceed with a booking for one of our services, you can send us a request through the portal or contact us via email/call or text message.
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After the booking is confirmed it will appear in the portal and you will receive an invoice confirming the dates and charges. This can all be accessed through the online portal.
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You will be deemed to have accepted the charges upon confirmation of your booking. It is the client's responsibility to check that any details on the invoice are correct and to contact us if any information provided on the invoice is incorrect.
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While we always strive to stay as close as possible to your chosen time slot, we kindly request that you allow a window of approximately 30 minutes before and after your booked time slot for us to attend. Although we make every effort to arrive at the scheduled time, unforeseen circumstances such as road conditions or traffic may occasionally cause delays. In adverse weather conditions, please understand that additional delays may occur.
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Rates and payment
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Starting rates for services offered by Friends of Pets are shown on our website. A detailed breakdown of our charges will be available to view on any invoice sent to you after the booking has been confirmed.
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Rates can vary based on the area served as they will take into consideration travel time. I mainly offer my services within 5 miles drive from my location. Any visits outside of these areas will need to be confirmed upon enquiry. A travel surcharge of £0.80 per extra mile will be applied for journeys exceeding 5 miles drive.
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All visits that take place during public holidays are charged 50% extra per visit.
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All rates include insurance, travel costs (only if within 5 miles drive from my location) and a free initial meet-up to get to know your pet and collect the keys. A £5 charge is applied to the initial booking to cover for key pick up and drop off (if applicable).
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We reserve the right to impose supplementary charges if the service requested requires more time or responsibility or if there is any change in the nature of the service to be provided.
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An invoice will be issued after the booking has been confirmed. Payment is due in full before the start of the service or by the 1st of each month for recurring bookings. Payment should be made by card through the portal or by bank transfer. Bank details are provided on the invoice.
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Dog walks and drop-in visit packages are valid for 3 months from the purchase date. After 3 months, any unused walks or visits in the package will expire.
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The same cancellation policy applies to walks or visits purchased as part of a package as those purchased individually. This means that if you need to cancel a walk or visit, the standard cancellation policy will apply.
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Cancellations
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Clients have the right to cancel bookings made with Friends of Pets at any time before the service starts. We kindly request that you inform us as soon as possible by contacting us by phone, text, email, or through our website or online portal.
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In case of cancellation, the following conditions apply:
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Cancellations made within 7 days before the booking starts will be free of charge.
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Cancellations made within 6-3 days before the booking starts will incur a 25% cancellation fee.
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Cancellations made within48-24 hours before the booking starts will incur a 50% cancellation fee.
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No refund will be made for cancellations requested less than 24 hours before the booking starts.
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Friends of Pets reserves the right to cancel bookings at any stage with reasonable notice. We will let you know as soon as possible before the booking starts. There will be no charge for cancellations made by Friends of Pets. In the unlucky event that we cannot proceed with your booking, we will try to find a suitable pet sitter substitute or we will refund you in full.
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If you return earlier than expected, no refund will be made for the remaining visits.
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Insurance and Liability
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Friends of Pets is fully insured in relation to the provision of the services offered. We will perform the duties required to the best of our ability in a responsible manner.
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It is the client's responsibility to ensure their property and pet(s) are adequately insured. While we strive to maintain a secure environment, we cannot guarantee against unforeseen circumstances such as break-ins, natural disasters, or unexpected behaviour of the pet(s).
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The client agrees to assume all risks associated with the care of their pet(s), including but not limited to injury, illness, escape, property damage, or third-party liability caused by or to the pet(s).
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Friends of Pets shall not be liable for any loss, damage, or injury to the pet(s) or property, unless such loss, damage, or injury is caused by the gross negligence or willful misconduct of Friends of Pets or its representatives.
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The client agrees to indemnify and hold harmless Friends of Pets, its employees, and agents from any and all claims, demands, liabilities, losses, damages, and expenses, including attorney's fees, arising out of or in connection with the services provided.
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Emergencies
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In the event of an emergency, we will contact you at the emergency contacts and numbers provided. If we are unable to reach you following reasonable efforts, you authorise us to proceed with the transportation of your pet(s) to your listed veterinarian or emergency clinic to request treatment.
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In the event of any emergency, you agree that you will bear the full cost of any medical treatment and will reimburse us for any cost incurred.
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Pet behaviour and safety
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All pet(s) are subject to an initial assessment by Friends of Pets prior to booking one of our services. We reserve the right to refuse to provide the service to any pet deemed, in our discretion, to be potentially dangerous or disruptive.
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We also reserve the right to refuse services if a pet becomes unsuitable during the course of our services.
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It's crucial to fully disclose any behavioural problems, such as aggression, anxiety, or reactivity, that may make your pet(s) unsuitable for our services. Failure to disclose such information may result in the termination of our services.
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You agree to notify us immediately if your pet exhibits any aggressive or dangerous behaviour that could harm us, other pets, or individuals. In such cases, we may terminate the provision of our services.
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To ensure the safety of all, we will not let your dog off the lead without your explicit consent​.
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Client's responsibility
It is the client's responsibility to:
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Provide us with all the necessary information in relation to the needs and requirements of your pet before the start of the service and during our initial meet-up. We will rely upon the information given to us at your first booking in connection with subsequent bookings unless you advise us that your pet's requirements have changed.
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Provide us with your contact details, emergency numbers, and veterinary details before the start of the service.
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Provide us with a set of keys for the duration of the service.
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Provide us with relevant information and instruction in case any medication needs to be administered to your pet.
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Ensure that your pet is microchipped, in good health and free from fleas, parasites, and other transmittable diseases.
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Ensure that your pet(s) vaccinations are up to date.
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Provide us with suitable collars and leads for your dog, and that the collar contains a dog tag with the up-to-date details required by law.
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Provide enough food and supplies required for the care of your pet for the entire duration of the service and inform us on where to find them. This includes food, toys, bedding, grooming tools, cleaning supplies, and medications if required.
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Provide premises clean and fit to live in.
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Inform us if anyone else is expected to be coming to the property during the client’s absence.
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Provide us with a temporary code and instructions in case your house is protected by an alarm system.
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Friends of Pets will:
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Make any reasonable effort to ensure the good health, cleanliness, comfort, safety, and happiness of all the animals under our care. Properly dispose of your pet(s) waste and household rubbish as directed by the client.
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Collect any post or parcels and water any plants if instructed by the client to do so.
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Notify you as soon as possible of any damage to the premises. Ensure that reasonable security measures are used in safeguarding the property and its contents, as instructed by the client.
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Provide you with regular updates and pictures of your pet during the length of the service. Leave or return the keys as agreed by the client at the end of the service.
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