Terms and Conditions

www.PawtasticPaw.Co.Uk is part of PAWTASTIC PAW LTD. PAWTASTIC PAW LTD is registered in England and Wales under the company number 14151173 registered address 108 Joan Street, Newcastle upon Tyne, Tyne and Wear, NE48QN.

The terms and conditions below may be changed with the agreement of both the customer and PAWTASTIC PAW LTD.

Note: The words You or your means the customer and we, us or our means Pawtastic Paw, www.patasticpaw.co.uk or Pawtastic Paw Pet Sitting ( PAWTASTIC PAW LTD ).

By using our service you agree to the following terms and conditions.

These are the Terms and Conditions for our pet sitting and dog walking services. We will ask all our clients to accept T&C prior to any service being carried out and when placing a booking on our website.

Plan Ahead

• We recommend arranging a meeting with the sitter a few days prior to your departure. During the meeting, please provide them with a rundown of your pet's routine and give them the necessary keys.
• Please send us a message before making any payments to ensure our availability, or you can check our calendar on the Contact Us page, which is updated daily and available to the public.
• During visits to your property and while on walks, your pets are covered by our Business pet insurance plan, providing you with peace of mind.
• Please ensure that your furry friend is equipped with a secure collar and appropriate tags during our visits. For the safety of your dog and others, we will walk your dog on a lead at all times.
• Our meet and greet appointment is offered to you free of charge. However, if you wish to book an appointment weeks in advance for additional reassurance and are unable to leave the keys during our visit, a charge of £7 will apply for key collection.
• When providing an extra key, make sure it works before giving it to the pet sitter.
• It's recommended to have extra supplies available in case of unexpected delays. In case of an emergency, we can resupply for an additional charge.
• Leave all the necessary items and supplies for the pet sitter in one designated area.
• It's a good idea to call your veterinarian ahead of time and provide them with a credit card number in case of any emergencies.
• Leave behind emergency contact numbers such as a friend, neighbor, electrician, etc.
• Ensure that you have the contact details of your pet sitter with you.
• Access to electricity, pet food, and water must be provided by the customer/owner.
• Security is a top priority for us, and we have a strict no-advertising policy on our vehicles when visiting your home.
• We kindly request that you keep us informed of any changes related to your contact numbers, your pet's care requirements, emergency contact information, and any other pertinent details.

Prepare Your Home

• Last minute instructions for the sitter should be placed on the counter.
• All animals should be inside the home when leaving. If the cat is out, please inform the sitter.
• Adjust the thermostat to a desired temperature level suitable for your pets. If the temperature falls outside this range, we may adjust the thermostat to keep your pet(s) healthy and comfortable. We will inform your emergency contact of any such changes.
• Empty the rubbish and place it in the outside bin.
• Ensure all toilet lids are down.
• Close and secure all doors to off-limit rooms.
• Close all cabinet doors in the bathroom and kitchen.
• Empty the refrigerator of any food that will spoil, and do not leave any food to rot on counters or accessible to your pets.
• Clean and put away any dirty dishes.
• Set timers for desired indoor and outdoor lights.
• Ensure all areas of the fence are secure and gate is locked/closed.
• Close and lock all doors and windows.
• Turn off and unplug all appliances.
• Close the lid of the washing machine and dryer.
• Ensure all supplies are out for the pet sitter and placed in one general area.
• We kindly request that you provide the necessary supplies such as plastic bags, towels, cleaning products, paper towels, and bin bags during our pet care visits. This will help us maintain the cleanliness of your home and ensure that your pet is provided with a comfortable and hygienic environment. Your cooperation is greatly appreciated.
• Notify your neighbor of your absence and the sitter's visits.
• Inform the sitter of any working cameras inside your property.
• For our 24-hour house sitting care, the regular check-in is from 12 pm, and the regular check-out time is 12 pm on the day of your arrival.
• For our 12-hour care, the booking will kick off when entering your property.
• We do not accept liability for individuals who have access to your home before, during, or immediately following our service. During the consultation, please inform us of anyone who may have access to your home while you are away, including cleaning services, maintenance personnel, friends, family, and neighbors, among others. It is the client's responsibility to notify anyone with access to the home that the services of Pawtastic Paw has been booked.

Cancellations and Refund policy

• We understand that plans can change. We offer a reasonable cancellation policy for your peace of mind. If you cancel before noon 7 days before the start date, you'll get a full refund, otherwise, you will receive 50% if cancelled within 7 days.
• If Pawtastic Paw is unable to provide the agreed-upon service, we will make every effort to arrange a suitable alternative, except in exceptional circumstances where we will strive to provide at least 24 hours' notice.
• You will entrust Pawtastic Paw to use their best judgment in caring for your pet(s) and home during severe weather. We will make every effort to carry out your instructions to the best of our ability. However, in cases of extreme weather, we may need to contact you to discuss alternative arrangements.

Key Handling

• We understand the importance of security when it comes to your home and pets. During the in-home consultation ( Meet&Greet), we will request a copy of your house key, which will be securely held by your assigned pet sitter or dog walker. For your peace of mind, we will use a coded system to ensure the security of your key.
• We will keep the keys securely and will not provide any identification to the keys.
• We will return the keys to you after the service is completed by post.
• We charge a fee of £7 for key collection if the keys cannot be left during our visit.
• To make things more convenient for you, we recommend that your keys remain in our custody for future use of our services.
• Please note that your keys will be kept in a secure lock system that is coded for your protection. At Pawtastic Paw, we take the security and confidentiality of our client's information seriously and will always prioritize their safety and satisfaction.

Booking and Payment

• All bookings should be made in advance to avoid any inconvenience. We kindly request that you note that an additional mileage fee will be charged for any addresses located outside of our standard servicing area. Our service area extends to a radius of 4-5 miles from our office location.
• Payment for the services should be made in full, in advance.
• We accept card payments via our online payment system, bank transfer, Apple Pay or Google Pay.
• Pawtastic Paw is committed to providing you with a reliable pet sitting service, and as such, we will provide you with a time interval during which we will conduct visits. However, in the event of unforeseen circumstances, we reserve the right to adjust the time interval accordingly.
• Please be advised that Bank Holidays may incur additional fees, which will be communicated to you at the time of booking.
• For all new clients, an in-home consultation is required prior to making any reservations. This allows us to familiarize ourselves with your pet and their needs, as well as discuss any specific requirements you may have.
• To ensure that we can provide you with the best possible service, all bookings must be made at least 24 hours before the service start date. This will allow us to make the necessary arrangements and ensure that everything runs smoothly.

Missing Supplies

• In the unlikely event that unforeseen purchases, such as pet food, litter, cleaning supplies, or other necessary items that contribute to the health and wellbeing of your pet, need to be made during your absence, our pet service provider will purchase these items while retaining a receipt for reimbursement. As the pet owner, it is your responsibility to reimburse us for these items upon your return. We assure you that we will always make every effort to contact you prior to any purchases, but if we are unable to do so, rest assured that we will only purchase essential items and provide you with a receipt for your records.

Privacy Policy

• At Pawtastic Paw, we highly value and respect the trust our clients place in us by entrusting us with the care of their home and pets. Therefore, we take the privacy of our clients very seriously and are committed to protecting their personal information.
• All of the information provided by our clients will be treated with the utmost confidentiality and kept private. We adhere to the Data Protection Act 1998 and all of our records will be stored in compliance with its regulations.
• Our clients can rest assured that their personal information, such as their name, address, phone number, and email address, will not be shared with any third party without their explicit consent.
• If you have any questions or concerns about our privacy policy, please do not hesitate to contact us.

Insurance Policy

• At Pawtastic Paw, we take all necessary measures to ensure that the care we provide is of the highest standard, and we are committed to your peace of mind. To this end, we maintain valid public liability insurance for the duration of the services we offer. However, please note that our insurance only covers Pawtastic Paw LTD, and only for the services that have been agreed upon.
• As the owner of the property and the pets, it is your responsibility to ensure that both are adequately insured throughout the duration of the assignment. Please check with your insurer to make sure that your property and pets are covered in the event of an unforeseen incident.
• Please be assured that we will take every precaution to protect your property and pets, and we are happy to answer any questions you may have regarding our insurance policy.

Medication and Pet Health Policy

• Pawtastic Paw will strictly follow your instructions for administering medication to your pet(s) but cannot be held liable for any complications that may arise as a result.
• Please note that under no circumstances will Pawtastic Paw provide care for any pet that has an active, contagious illness.
• For dog walking services, we require a valid vaccination certificate from each client.
• If any of our pet sitters are bitten or exposed to any disease or ailment from a client’s pet(s) that have not been properly or currently vaccinated, the client will be held responsible for all costs and damages incurred.

Pet Cleanup

• At Pawtastic Paw, we understand the importance of a clean and hygienic environment for your pets. Our team will make every effort to clean up after your pets to the best of our ability. Please let us know the designated area for cleaning supplies.
• However, please note that Pawtastic Paw cannot be held responsible for any carpet or flooring stains caused by your pets. To help us maintain cleanliness, we kindly request that you provide plastic bags, towels, cleaning products, paper towels, and bin bags.
• In the event of any accidents that exceed the normal amount anticipated, we will charge a reasonable fee for additional clean-up time. Our goal is to ensure a safe and clean environment for your pets to enjoy.

Liability

• Pawtastic Paw will make every reasonable effort to provide the agreed-upon services to the client. However, we shall not be liable for any delay or failure in performing any of our obligations if such delay or failure was due to causes beyond our reasonable control. In such circumstances, we will notify the client as soon as possible and take reasonable steps to minimize the impact of the delay or failure.
• We cannot accept any responsibility or liability for any client's animals that escape, become lost, or are injured, whether fatally or otherwise, if we are instructed to leave the client's animals in a fenced area. This includes electronic, wood, metal, or any other type of fence, as well as premises that contain an unlocked cat or dog flap.

Late Return

• At Pawtastic Paw Pet Sitting, we plan our schedule carefully to accommodate both your needs and those of our other clients. As a result, we regret to inform you that we do not offer refunds or credits for early returns or sudden alterations to pet care arrangements.
• In case you experience a delay and cannot return on the agreed-upon date, please notify us as soon as possible. We will do our best to arrange for continued coverage, which may entail additional fees.

Aggressive Animals

• At Pawtastic Paw, we prioritize the safety and well-being of all animals under our care. Therefore, we cannot accommodate aggressive animals. It is the client's responsibility to cover all costs, including medical care and legal fees, in the event that their pet(s) bite another animal. By booking services for their dog(s), the client agrees that their pet(s) have not shown aggression or caused harm or threatening behavior to any individual or pet(s). Should there be any changes in behavior, the client must inform us immediately to prevent any potential harm to individuals or pet(s).
• We do not walk unruly, reactive, anxious or untrained dogs in a group. If, during a walk, the client's dog(s) displays aggressive tendencies towards Pawtastic Paw or our family, or if its behavior becomes unacceptable or a nuisance beyond reasonable acceptance, the service will be terminated immediately, and the pet must be returned to the location where it was collected.
  

We hope that these Terms and Conditions will provide you with all the necessary information to make an informed decision about our services. If you have any questions or concerns, please do not hesitate to contact us. Thank you for considering us for your pet care needs.