Source: https://www.animals24-7.co.uk/terms-conditions.html
Timestamp: 2019-01-16 04:23:20
Document Index: 631698457

Matched Legal Cases: ['art 1', 'art 2', 'art 3', 'art 4', 'art 1', 'art 5', 'art 5', 'art 5', 'art 6', 'art 7']

Terms & Conditions - Animals 24/7 - Pet | Property | Garden - Leicestershire & Northamptonshire, UK
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Our terms and conditions are an extremely important part of how we operate our business and our individual business identity. We have worked very hard developing them and take ownership very seriously. Therefore we have taken the necessary steps to safeguard all of our terms and conditions (including all other content from our website) from unauthorised use or theft by adopting practices like timestamping all of our content once it has been created, published to our website or amended and using online software like http://www.copyscape.com/ to check if any other websites are using any of our terms and conditions (including all other content from our website). Under no circumstances do we give permission for any of our terms and conditions (including all other content from our website) to be copied. Any persons or businesses found to have been copying any of our terms and conditions (including all other content from our website) could be committing copyright infringement. All terms and conditions as seen below (including all other content from our website) is the work and property of Animals 24/7. All terms and conditions as seen below (including all other content from our website) is copyright protected - Copyright ©2008-2019 Animals 24/7.
(a) Animals 24/7 is fully insured with Pet Business Insurance and holds the following policy cover -
- Non-Negligent Cover
(b) If you would like to see our insurance certificate, please feel free to request.
Current Owners & Business Details -
Animals 24/7 is currently owned and operated by Luke Simpson (co-founder).
Animals 24/7 is a fully registered UK business (for further details please contact us).
Our normal office hours in which you can expect a response are Monday to Friday - 9.00 am to 5.30 pm.
If attempting to contact us outside of our normal office hours, please expect a response when normal office hours resume the next working day (excluding weekends and bank/public holidays).
under no circumstances will we accept clients to come to our registered business address unless we have stated it is okay to do so
Even though our name states 24/7, this does not mean that we can always offer our services 24/7 or be contactable 24/7.
We will do our very best to get back to you if you have made an enquiry, but as our schedule is sometimes busier than usual, your response may sometimes be delayed or overlooked if we feel we cannot accommodate your service request or dates, etc.
For existing clients in need of contacting us outside of our normal office hours, we are contactable by either - our office phone on 0800 689 0812 (although if you do get an answer phone prompt, please leave a message and we will get back to you as soon as possible depending on the urgency of the message), our mobile phones, website contact form, email or text message.
Service Availability -
All services are subject to availability, your exact location and making a booking during our normal office hours.
We are available on bank/public holidays, Christmas (including Christmas Day), New Years (including New Years Day), unless stated otherwise. Although do charge double-rate on Christmas and New Years Day.
New-joining clients & existing clients -
(a) It is important that you are aware that any bookings that we hold can be withdrawn at anytime, especially if we -
Cannot contact you in an acceptable amount of time before your quoted service start date, whether it be via telephone, email or text message, and have the right to let booking go to another new-joining client in this instance.
Feel our relationship has broken down.
(a) All quotations are 100% based on the the service required, the number of pets we will be caring for per household, your exact location from our base and your exact service requirements (as all clients have different requests or require a more tailored or contractual service, etc). All quotations are guaranteed to be very competitive, fair and non-obligatory.
If we have confirmed we can accomondate your requested services and dates, we will issue you with a non-obligatory quote.
On receiving our quotation and deeming it acceptable, and confimrming you would like to go ahead and book, we will then book in your requested services and dates.
We as service providers reserve the right revoke any quotations should we feel the need to.
(a) For new-joining clients -
Before we can provide you and your pet(s) with any of our pet care services (excluding our claw clipping and pet transport services) we need to register you online via our website.
As soon as we know you would like to register with us as a client, we will email you our online registration form link. Once the registration form has been submitted and received, we then need to provide a Service Consultation (please see service consultation details below) -
It is impotant on clicking the 'Register with Animals 24/7' button, that you wait until you see the "Thank you for submitting our registration form - Your registration has now been submitted" message, acompanied with the 'Thank you for Registering' page. If in the instance you do navigate away from the registration form before seeing either message, or for any reason don't see either message on clicking the 'Register with Animals 24/7' button, your registration most likely wasn't successful, and you may need to submit the form again.
We strongly advise that all new-joining clients take the time to read through all of our terms and conditions before registering online via our website or using our services.
Service & Follow Up Consultation -
(a) Service & follow up consultations will always be conducted by Luke Simpson, with no other persons acting as or representing Animals 24/7 unless stated otherwise.
(b) Please note that as of 2017 we will be charging a one-off charge for our initial service consultation of £5.50. This is to aid covering admin and travel costs.
(c) For new-joining clients -
Our Service Consultation is usually arranged 7 days prior to your service start date (unless arranged otherwise) and gives us the chance to -
(d) We hold the right to withdraw your booking if we cannot contact you or you haven't confirmed your service consultation appointment in either the required amount or acceptable period of time (usually 7 days before your service start date) via telephone, email, contact form (via our website) or text message, and have the right to let your booking go to another new-joining client regardless of how long you have held your booking with us.
(e) Once you have registered online and our initial service consultation has been completed, we can then provide our services to you 24/7 for as long as you require our services (subject to availability).
(f) During our service consultation we always take payment for your required service(s) in full - unless stated or arranged otherwise. Once your payment has been received your provisional booking will become an official booking. We will then issue a receipt to your specified email address - your receipt acts as your official booking and payment confirmation for your required service(s). It is always important to check your receipt, as the dates/services shown will act as your official booking and booking confirmation for your required services. It is your responsibility to let us know as soon as possible if you have found a mistake with any details shown on your issued receipt. Otherwise if we are not informed of the mistake, it may affect your service provision.
(g) If for any reason during our initial service consultation we feel we can't offer you and your pet(s) with our service(s), then we have the right to refuse service.
(h) If you are an existing client and have not used our service(s) in some time, then we may have to provide a follow up consultation. Our follow up consultation will need to be provided if you have either changed address, replaced or had a new pet, or have not used our services in over 6 months. This is so we can update our records and your customer notes and ensure we are providing you with the best possible service.
(a) Part 1. Your Contact Details -
It is important that you complete all fields in the part of the registration form.
It is your responsibility to update us with any changes to your contact details, etc.
(b) Part 2. Your Spouses / Partners Contact Details -
If you wish to register your spouse/partner when adding your name to our registration form it is of the utmost importance that you make your spouse/partner aware that you are adding their name to our registration form before submitting.
It is your responsibility to update us with any changes to your spouses/partners contact details, etc.
(c) Part 3. Your Emergency Contact Details -
Your listed emergency contact can act on our behalf and make important decisions about our pet(s), property and/or service, etc if in the event you cannot be reached in an emergency concerning our pet(s), property and/or service, etc.
It is important that you list an emergency contact so that if you cannot be contacted by us in an emergency concerning our pet(s), property and/or service, etc then we has someone else to go to for advice and/or help.
We advise that your listed emergency contact is preferably a local relative or close friend who has knowledge of pet(s) and who has access to our property.
We also advise that you have checked with your listed emergency contact that they are happy being listed as an emergency contact for us to contact in the event you cannot be reached in an emergency concerning our pet(s), property and/or service, etc.
It is your responsibility to update us with any changes to your listed emergency contact and their details, etc.
(d) Part 4. Your Veterinary Clinics Contact Details -
It is important that you complete all fields in this part 1 of the registration form.
It is your responsibility to update us with any changes to your veterinary clinics contact details, etc.
(e) Part 5. Pet Registration Form -
It is important that you list all pets that we will be caring for in Part 5. of our Registration Form.
If for any reason you fail to list all of the pets that we are due to care for in Part 5. of our registration form, we may need you to complete our registration form again, unless specified otherwise.
If we don't require you to complete our registration form again or you are unable to, we may take the additional pets details in a different way, whether it is by email or manually writing the additional pets details to a printed copy of your registration form.
(f) Part 6. General Questions about your Pet(s) -
Good Temperament? - It is of the utmost importance that you are as honest as possible when it comes to your pets temperament. Claiming your pets temperament is good when it is actually bad could result in your service being terminated should your pets show signs of aggression or bite us, others and/or other animals, etc.
Medical Conditions - It is important to know any medical conditions that any of your pets may have before caring for them. This includes any past illnesses.
If medication needs to be administered it is important that you list the correct name of the medication/injectable to be administered and the correct dosage for each pet to avoid under/over medicating.
if you fail to instruct us on what to do in a medical emergency concerning your pets, by default we will take them straight their listed veterinary clinic if we feel they need urgent veterinary treatment. If we feel your pets don't need urgent veterinary treatment but feel they are showing signs of possible illness we will contact you (or your listed emergency contact if you cannot be reached) to outline our concern.
(h) Part 7. Registration -
Ticking the 'I confirm that i have read and accept the Privacy Policy, all Terms & Conditions and the Client Agreement and wish to Register as a Client with Animals 24/7' box and submitting the registration form by selecting the 'Register with Animals 24/7' button indicates you have completed all parts of the form that apply to you and your pet(s) correctly and truthfully and have read and accept the privacy policy, all terms and conditions and our client agreement in full.
(i) In the unlikely event that you/the registering client(s) did not tick the 'I confirm that i have read and accept the Privacy Policy, all Terms & Conditions and the Client Agreement and wish to Register as a Client with Animals 24/7' box and/or did not submit the registration form successfully by selecting the 'Register with Animals 24/7' button, you declare that by using our services you accept all of our Terms and Conditions and our Client Agreement in full.
(j) Registering on your behalf -
If in the event you cannot register via our online client registration form, whether it's because you don't have access to the internet, or our online client registration form fails to submit. We may have to register you a different way by providing you with a hard copy of our client registration form for you to complete. Once you have completed the hard copy, we will then need to submit those details to our online client registration form on your behalf.
You agree that before we submit our online client registration form on your behalf, that you have read our Privacy Policy, all of our Terms and Conditions and our Client Declaration.
You accept that once we submit our online client registration form on your behalf, that this action acts as your acceptance to all of our Terms and Conditions and our Client Declaration in full.
You also agree that once we submit our online client registration form on your behalf, that this action acts as your official registration.
Before you submit our registration form and register as a client it is important that you have taken the time to to read our client agreement.
To view our Client Agreement in a new window please click on the following button below - after reading it please navigate back to this page to continue reading our terms and conditions.
(a) Current Payment Methods -
Bank Transfer (ongoing customers only)
(b) Making Payments -
We always take payment in advance (and never in arrears) for services required.
Payments act as your booking. Without receiving payment in advance (before the provision of your required service) or as and when required/stated, we cannot book your required service(s) in to our booking system, unless stated or arranged otherwise.
Once your payment has been received for the following week of required services (or next required dates) we will issue you a receipt. Your receipt acts as your booking and payment confirmation for your required service(s). It is always important to check your receipt, as the dates/services shown will act as your booking confirmation for your required services for the following week of required services (or next required dates). It is your responsibility to let us know as soon as possible if you have found a mistake with any details shown on your latest issued receipt. Otherwise if we are not informed of the mistake, it may affect your service provision.
We always take payment for the following week (or next required dates) in advance on the last day we are due in on the current week we are providing services, unless stated or arranged otherwise.
If you are paying by BACS or Faster Payments for the following week (or next required dates), we will require payment no later than 3.00 pm on the last day we are due in on the current week we are providing services, unless stated or arranged otherwise. Failure to make payment by 3.00 pm will possibly mean letting your usual time slot go to another customer.
If you fail to provide payment on the last day we are due in on the current week we are providing you with our services, then we cannot book your required services in for the following week (or next required dates), unless stated or arranged otherwise.
If we have not taken payment on the last day we are due in on the current week we are providing our services for the following week (or next required dates), and you do request a booking via phone, email or text, please never take it that your required service(s) and dates are booked until we reply and confirm your requested and required dates are booked.
If you require additional services outside of your usual requirements (short notice bookings), and we haven't taken payment in advance for the additional required services. We will only be able to provide our services at short notice if you either provide cash for when we are due in or make payment by Faster Payments, unless stated or arranged otherwise.
If we ever agree to take payments in arrears (after the provision of your required services) and you fail to pay us for the service(s) provided. We will deduct the due amount from previously received payments (your current payment plan balance) if payment has been received in advance for the following week (or next required dates), or postpone service provision until the amount in settled.
(c) Cancelling Standing Orders -
For clients whose service has ended, it is important that you cancel or stop any standing orders to avoid any further payments entering our account once your service has ended. If further payments do enter our account after your service has ended you understand and accept that it won't be possible to refund any over-payments that have entered our account. This is because it is the customers responsibility to ensure their standing order has been cancelled accordingly once their service has ended.
(a) Cancelling your paid and booked service(s) -
Payments are strictly non-refundable.
You understand that once payment has been made for the service(s) you require, then a refund will not be given if you cancel your required service(s) under any circumstances.
We will only ever refund payment if we cancel the provision of any of your paid services.
We do not offer the ability to carry over or credit back any payments/received amounts to another week or time if you cancel your required service(s). In the event we do agree to carry over or credit back any cancelled payments/received amounts for use at another time, we will issue a credit note. Your credit note will only be valid for 3 months from the date of issue. If your credit note has expired, unfortunately we won't be able to carry over or credit back the amount any further.
We will only carry over or credit back payments/received amounts if we cancel the provision of any of your paid services.
If you have returned home early from work, a day out or holiday, and don't wish for your booked services to continue, you understand that a refund cannot be given
If you inform us that you are off work ill and don't wish for your booked service(s) to continue whilst you are at home, you understand that a refund cannot be given, nor can we carry over or credit back any payments/received amounts.
In the instance a service termination notice has been issued (see our service termination section below) a refund for any remaining booked dates will not be possible.
(b) Someone cancelling your service on your behalf -
We cannot accept cancellations from friends or relatives or any other persons other than the registered client(s) and the listed emergency contact. You accept that if a friend or relative, etc make a cancellation request on your behalf, then we cannot accept any cancellation requests unless you have informed us that your friend or relative, etc will be acting on your behalf whilst you are away. You also accept that in the instance a friend or relative, etc makes a cancellation request, if we cannot reach you to confirm the cancellation request your emergency contact will then be contacted for advise and can act on your behalf and make any decisions about your booking and any cancellation requests if you cannot be reached.
If we need to contact you regarding your booked service(s) or a cancellation request has been made by someone other than you (the registered customer) or your emergency contact and cannot reach you when you are away, you accept that your emergency contact can act on your behalf and make any important decisions about your booked service(s), cancellation requests, etc.
Service Termination -
(a) We as service providers reserve the right to cancel, refuse or even permanently terminate the provision of our services at any time. Especially if we -
Are threatened or insulted by a client, clients family, friends or neighbours.
Find evidence of drug abuse or illegal activities in our customers property.
Are providing our dog walking service and feel our clients dog(s) are too much to handle or are aggressive towards us, others and/or other animals.
Find any persons temporarily residing (or visiting, including workmen, tradesmen, etc) in our clients property while the client is out for an extended amount of time or away on holiday when or while we are due in to provide the clients paid and booked Pet Visits, Pet Sitting, Home Sitting or Home Security Visits.
(b) If we do ever find evidence of drug abuse or evidence of illegal activities in a clients property while we are providing our service(s), we will report any such findings to the police and notify the client that their service has been permanently terminated by issuing a 'service termination notice'. A refund will not be possible in this instance.
(c) If in the instance we have found persons temporarily residing in our client’s property, we will terminate the rest of your paid/booked Pet Visits, Pet Sitting, Home Sitting or Home Security Visits if you cannot confirm or be sure that the persons temporarily residing in your property have vacated before we are next due in to provide our services we will issue a service termination notice either by phone, text message or email. If we cannot get hold of you to make you aware of your service termination, we will contact your listed emergency contact to inform them of this action. After your service termination notice has been issued, Your Pet(s) and/or Property will no longer remain our responsibility and it is of the utmost importance that you arrange an alternative method of pet care for your pet(s). A refund for the remainder of your paid/booked Pet Visits, Pet Sitting and Home Security Visits will not be possible either in the instance we have issued a service termination notice due to finding persons temporarily residing in your property. If you are unable to find an alternative method of pet care or it proves difficult, then it is your responsibility to inform us of this, as we will consider resuming your service if you inform us that you cannot find an alternative method of pet care for your pet(s) and that there are no longer any persons residing in your property.
(d) Service Termination Notice -
In the unfortunate event we have been forced to issue you with a service termination notice for either of the reasons above shown in - section (a) of our Service Termination section - 1 to 5, this will mean that your service will cease to continue regardless of any remaining booked dates held.
Your Home, Property/Possessions & Visitors -
We will not be held responsible if your pet(s) damage your property or possessions for the duration we are providing any of our services
(b) We will not be held responsible if your home is broken into or if any of your possessions are stolen, before, during or after the provision of our services.
(c) If we suspect or find evidence that your home has been broken into before during or after the provision of our services then we will report the breaking in to the correct authorities and will contact you immediately.
(d) We will never enter rooms in your property if you did not specify it was okay to do so - unless you have opted to take advantage of our inclusive security check included in our Pet Visit or Home Security Visit services, or we feel it necessary or essential to do so.
(e) If we find windows ajar or fully open, we will shut them if you did not specify they would be ajar or open or if you did not specify you wanted them leaving ajar or open. This also applies to any external doors.
(f) We will not let any other persons than yourselves enter your household or premises if you have not specified that anyone else will be entering your property while you are out or away.
(g) We will not provide our Pet Visit or Home Security Visit services and may have to terminate the rest of your service if in the event we find persons temporarily residing (or visiting, including workmen, tradesmen, etc) in our clients property while the client is out for an extended amount of time or away on holiday, unless stated otherwise. As the objective of our Pet Visit and Home Security Visit services is to care for the clients pets and/or property whilst the client is out for an extended amount of time or away on holiday, when there are no other persons available to do so. Please see - Service Termination - (B) Service Termination Notice - 1 & 2 for full details.
(h) If you have notified us that their may be someone, i.e a relative, workman, etc visiting your property while you are away, then we will still action our (g) term and condition as seen above in our Your Home, Property/Possessions and Visitors section.
(i) If we do find persons temporarily residing in our clients property when providing our Pet Visit service, then we will be forced to contact the Police and notify you that we have done so if those persons cannot give an explanation of who they are and why they are in your property.
(j) It is always the clients responsibility to inform us if there are going to be any persons in their property when we are providing our Pet Visit service or Home Security Visit services, even if it is on a regular basis. If clients fail to notify us of any persons in their property, whether they are relatives, friends, workmen i.e. plumbers, builders etc, then if they cannot give a good enough explanation or proof of who they are, we will contact the Police and notify you of these actions and action our (g) term as seen above.
(k) If persons are attempting or asking to enter your property whilst we are due it to provide our service(s), we will under no circumstances let them enter your property until we exit your property. Once we have exited your property and locked your doors your pets and property are then no longer our responsibility and any persons attempting to access your property will be free to do so if they are expected by you or they have a key to the your property, etc
(l) If we find evidence of drug abuse or evidence of illegal activities in your property while we are providing our service(s), we will report you to the police and notify you that your service has been cancelled. A refund will not be possible in this event.
Submitting Reviews -
(a) We may disclose our clients full names and general location in the title of any reviews added to our client reveiws page on our website. If you are not happy for us to disclose your name and general location in any reviews that you have submitted, please let us know.
(b) You can only submit an online review if you are an existing client or have used our services before.
(b) Persons found to be submitting false or inaccurate reviews will be asked to remove the review if the review was posted with the intention to cause harm to our business.
(c) If a false/prank review is submitted and is not deleted within an acceptabe amount of time, then we will be forced to contact our solicitor to resolve the issue legally.
(d) If an existing client accidentally gives us a lower star rating when submitting an online review, or their review reads in a negative manner unintentionally, then we will contact that client and ask for their review to be amended. If the client fails to amend their inaccurate review in an acceptable amount of time, we will be forced to contact our solicitor to resolve the matter between the client and ourselves.
Key Return & Filing -
(a) All client keys are stored securely in a secure and locked office, with Luke Simpson being the only persons able to access our office via a mechanical digital door lock fitted to our office door. Should in the unfortunate event any persons try and gain unauthorised access to our office, access will not be granted via the mechanical digital door lock without the correct code.
(b) Your spare key(s) will be held for as long as you require our service(s) and will be returned to you as stated during our Service Consultation. If for any reason key return wasn't covered during our Service Consultation, we will hold onto your spare key(s) until you request their return. If you do request key return we will return them as soon as possible subject to our schedule. Your spare key(s) will be unmarked and put into a coded filing system for security measures. If for any reason we lose your spare key(s) we will notify you immediately. If you require your spare key(s) to be returned in a hurry (if you have lost your own copy and need our filed copy) then you understand that this may not always be possible straight away. This is because customer keys are filed and locked away when they are not needed. Therefore we may not always be available to hand them over or return them to you at short notice.
(c) If you haven't used our services for 6 months from the last date of using our services we will contact you to ask if you still require your spare key(s) to be retained. If for any reason we cannot get hold of you via email, letter or phone we will hold your spare key(s) for a further 6 months (12 months in total) but if we don't hear anything after the additional 6 months is over we will have your spare key(s) taken off file and destroyed for security and insurance purposes.
(d) If you have moved property and it was rented and we still hold keys for that property, those keys are theoretically the property of the landlord. It is your responsibility to inform us before leaving any rented properties so that we can arrange key return for you to return them back to the landlord or estate agent. If you have vacated the rented property already, then we will ask for the landlords or estate agents contact details so that we can arrange key return.
(e) If you need to use our key assistance service because you have locked yourself out of your home or lost your key, then there will be a charge of £10.00 to let you back in to your home using the key that we hold on file. We cannot guarantee availability to let you back into your home if for example we are out of our office, or you have called outside of our normal working hours of Monday to Friday - 9.00 am to 5.30 pm, or we are unavailable for other reasons. If collection of your spare key is arranged from our business address, then we will only hand over your key to you (the registered client) and/or your spouse/partner if they are also registered as a client. We are unable to hand over your key to any other persons acting on your behalf or requesting your key.
Your Details | Data Protection | Privacy Policy -
Clients Details/Personal Information -
For professional, security and mainly data protection purposes, if a client (or person acting on behalf of a client) comes to our registered business address unannounced, we will not discuss any personal details nor return a spare key if requested if in the case the client (or person acting on behalf of the client) cannot prove whom they are.
Clients details and personal information will be used with the strictest of confidence and will not be shared or given to any other source. All clients details are stored securely in our office.
We also ask our clients to check any personal, contact or emergency contact details, etc. To ensure that we, the provider provide our services with the correct knowledge and understanding and meet our clients needs and expectations.
(b) Address or Contact detail changes -
It is up to you (the client) to notify us of any address or contact details changes. If you fail to do this and we are unable to contact you in an emergency situation involving your Pet(s) then you accept that it was your responsibility to update any important details. You also accept that if we cannot contact you due to you failing to update your details, that we may have to make important veterinary decisions on your behalf for your Pet(s) if your Pet(s) need emergency veterinary treatment or an operation, etc.
(c) Data Protection -
Data Protection Act Compliance -
We are registered with the ICO (Information Commissioners Office) to ensure and show that we are complying with all guidelines when handling customers personal information. Our Reference number if you need to check the register is - ZA086158
(d) Privacy Policy -
To view our Privacy Policy in a new window please click on the following button below - after reading it please navigate back to this page to continue reading our terms and conditions.
Your Pets Details -
(a) Any details about your pet(s) will not be shared or given to any other source. Other than between persons working or relating to Animals 24/7. We will only disclose information about your pet(s) in an emergency situation to a veterinarian or veterinary nurse should your pet(s) need veterinary treatment.
(b) We may on occasion take pictures of your pet(s) to put website or social media profiles. These pictures may feature your property and/or possessions in them if the pictures were taken in your home. By submitting our registration form or using our services you agree that you are happy for us to take pictures of your pet(s) and for us to use them to put on our website or social media profiles, etc even if your property and/or possessions are featured in those pictures.
(c) If we feel your pet(s) are out of control or aggressive towards us or others, then we have the right to immediately terminate any provision of our services.
(d) If your dog(s) attack another dog, animal or person while we are caring for them or walking them, we will contact you immediately to inform you that we are returning your dog(s) back to you and will terminate any provision of our services immediately. We will then submit a full report of the incident to the Police if we feel your dog(s) were attacking the dog(s), animal(s) or person(s) out of aggression and were clearly showing an intention to seriously harm the victim(s) of the attack.
(e) If your dog(s) are attacked by other dog(s) while they are in our care or being walked by us, we will contact you immediately to let you know of the attack and arrange for your dog(s) to be returned back to you or to be taken straight to their veterinary clinic if they are severely injured. We will also contact the Police to inform them of the incident if you give us consent to do so.
(f) It is your responsibility to always inform us of any relevant medical history concerning your pet(s) if it has not already been covered when registering your pet(s) during our initial service consultation. If there has been a long gap since last using our services and your pet(s) has/have developed or been newly diagnosed with a medical condition, then it is your responsibility to inform us of any relevant medical information to ensure we are providing the best possible care to your pet(s).
Pet Care Policy -
To view our Pet Care Policy in a new window please click on the following button below - after reading it please navigate back to this page to continue reading our terms and conditions.
View our Pet Care Policy
(a) Please note that prior to using our dog walking service you are aware that our hours of usual operation are 9.00 am to 5.00 pm Monday to Friday. Outside of these hours or weekends can be booked subject to availability.
(b) Daily Time Frames and how we book you in -
7.00 am to 9.30 am (early morning)
9.30 am to 11.00 am (mid morning)
11.00 am to 2.30 pm (lunchtime)
2.30 pm to 4.00 pm (mid afternoon)
4.00 pm onwards (late afternoon to evening)
(c) Once a booking is made during one of the times frames above, although a specific time may be requested. You understand specific times sometimes cannot be kept due to delays, etc. So you understand and accept that we will arrive no earlier or no later than the earliest and latest time in the time frame you have requested a dog walk during.
(d) We will not be held responsible if your dog(s) attack other animals or people while they are in our care or whilst we are walking them if you did not specify the correct temperament of your dog(s).
(e) We will never let your dogs off of their leads unless you have specified it is okay to do so. If your dog(s) ever run off or become lost after being let off of theirs leads, then we will not be held responsible if you specified that you wanted them to be let off of their leads. We will do our very best in returning your dog(s) back to you in the event then do run off or become lost while in our care.
(f) If we feel your dog(s) are too much to handle or we feel your dog(s) are aggressive towards us, others and other dogs/animals, then we have the right to terminate the service provided, and will return your dog(s) to you. In this instance, we will continue walking any other dogs from the same household (if there are any other dogs to continue walking). If not, you understand and accept that we have the right to cancel your paid service and a refund will not be given nor will we be able to carry over any cancelled walks to another time.
(g) We will not be held responsible if we have taken an aggressive or dangerous dog unknowingly into our care that shows aggression towards us, others and other dogs/animals and will terminate the service provided if we feel we are unable to cope with that dog.
(h) Heat Stroke/Exhaustion! - During the summer the weather can obviously get too hot to walk dogs for longer periods of time (or at all depending on the time of day, etc).
Heat Stroke/Exhaustion is an extremely serious condition and can cause death to dogs if left untreated.
Your dogs welfare is very important to us while in our care - so cancelling or cutting short your dog walk considerably is something we will action if we feel the weather is too hot to be walking your dog(s), or walking your dog(s) during hot weather may cause serious harm to your dog(s) or cause heat stroke/exhaustion.
You understand that if we feel the weather is too hot to walk your dog(s) then we have the right to either cancel your required dog walk or cut them short considerably. You understand that if we either cancel or cut short walks due to the weather being too hot, then a refund will not be given nor will we be able to carry over any cancelled walks or cut durations over to another time.
If in any circumstance a dog in our care does get heat stroke/exhaustion, then we will seek veterinary advice/treatment straight away.
We will not be held responsible if your dog(s) get heat stroke/exhaustion while in our care. Nor will we be held responsible if heat stroke/exhaustion causes a fatality to your dog(s).
(i) If your dog has urinated or defecated in your home, we will clean up after your dog and deduct the time taken to clean up from your paid dog walking duration.
(j) If your dog is showing signs of illness and you know the illness to be contagious, then it is your responsibility to make us aware of any contagious illnesses or diseases that could be possibly harmful or passed on to other customers' dogs. If you inform us of a contagious illness/disease, we have the right to refuse service provision until you can prove your dog to be in good health (or have received an all clear from a veterinary surgeon) and not a risk to other customers' dogs. You also understand that we are not liable to refund or carry over/credit back any payments/received amounts in this instance.
(k) Collars along with an identification tag is required on all dogs that we walk while they are in our care (this is a legal requirement), so please make sure your dogs have a collar and identification tag on before we take them into our care. We are unfortunately unable to provide temporary collars and identification tags while your dog(s) are in our care. So again it is your responsibility to provide these. In the event of you failing to provide a collar or identification tag, we have the right to terminate your required services if we feel their is a risk of your dog(s) running off without any identification. Please also be aware that if your dog(s) is/are found without a collar or identification then a dog warden or council can take in your dog(s) as a stray and hold them at their kennels until you reclaim your dog(s) or pay a fee for them to be released. If a member of the public finds your dog(s) without a collar or identification, they can keep your dog(s) if your dog(s) have no other form of identification (microchip) after a certain period of being held at the councils stray dog kennels, if you fail to reclaim your lost dog(s) within a certain time frame.
(l) We have the right to reduce your dogs walking duration if we are running late for other jobs, or the person walking your dog(s) is feeling unwell or feels they cannot manage or keep your dog(s) under control. We will notify you of any reduction in your paid dog walking duration, but don't have to credit any money or time back if the reduction was caused by your dog(s) being aggressive or out of control. We will carry the time over to another walk (add the time on) if we were the ones who reduced your paid dog walking duration due to running late or being ill.
(m) If your dog(s) attack another dog, animal or person while we are caring for them or walking them, we will contact you immediately to inform you that we are returning your dog(s) back to you and will terminate any provision of our services immediately. We will then submit a full report of the incident to the Police if we feel your dog(s) were attacking the dog(s), animal(s) or person(s) out of aggression and were clearly showing an intention to seriously harm the victim(s) of the attack.
(o) If your dog(s) are attacked by other dog(s) while they are in our care or being walked by us, we will contact you immediately to let you know of the attack and arrange for your dog(s) to be returned back to you or to be taken straight to their veterinary clinic if they are severely injured. We will also contact the Police to inform them of the incident if you give us consent to do so.
(p) If we find evidence of drug abuse or evidence of illegal activities in your property while we are providing our service(s), we will report you to the police and notify you that your service has been cancelled. A refund will not be possible in this event.
(q) If we have to take your pet(s) to your listed veterinary clinic in an emergency or feel they are showing signs of illness and need veterinary treatment or investigation, there will be a charge of £25.00. This charge will cover transporting your pet(s) to your listed veterinary clinic (and returning them back home) and seeing a veterinarian/veterinary nurse on your behalf to discuss your pet(s) medical emergency and/or treatment if needed should you either be unavailable or away on holiday. We will require this amount to be paid as soon as possible or as soon as you have returned home if you are away on holiday.
(r) We can only walk dog(s) on public land, a public right of way, a public footpath and bridleways. Or other places designated suitable for public access and dogs. If you have requested us to walk your dog(s) at a location of your choice that is found not to be a public right of way/footpath, etc, then unfortunately we could not walk your dog(s) at the location of your choice and will find an alternative location or nearest public right of way/footpath, etc. In the event there are no other/suitable alternative locations to walk your dog(s), then we will return your dog(s) to you.
Pet Visits -
(please note that the following service descriptions listed on this website or in any advertising are all classed as our Pet Visit service - dog & puppy visits, cat feeding, feeding visits, small pet feeding visits)
(a) Pet Visits take an average time of 25/45 minutes to complete depending on whether you have selected our 25 mintue pet visit for £10.00 or our 45 minute pet visit for £15.00, but there may be times when your selceted duration may be shorter or longer, depending on your requirements and how many pet(s) you have, etc.
(b) For new-joining clients a minimum of 3 x 25 minute pet visits need to be booked in order for us to be able to provide our pet visit service.
(c) Providing Pet Visits for Dogs -
If we find that your dog(s) is/are causing damage to your property or possessions (chewing) we have the right to take steps to prevent further damage by removing whatever property or possessions (where possible) or by restritcing which rooms your dogs enter, etc.
If you require Pet Visits for your dog(s) whilst you are going away, we do not recommended you use our Pet Visit service unless you either have other persons entering your property to also check on/care for your dog(s) alongside us at set times, or opt for a minimum of 4 x Pet Visits per day if we are the sole persons entering your property to care for your dog(s) for the duration you are away each day. This is because dogs do not cope as well as other animals being left alone for longer periods of time and need more toilet breaks, stimulation and care than other animals like cats for example. Therefore we will only ever provide our Pet Visit for your dog(s) if you either have other persons entering your property to also check on/care for your dog(s) alongside us at set times, or opt for a minimum of 4 x Pet Visits per day if we are the sole persons entering your property to care for your dog(s) for the duration you are away each day.
(d) Cats being kept in your property -
If we are providing Pet Visits for your cat(s) and you have opted for them not be let out of your property whilst providing them with our Pet Visit service, and they manage to escape from your property whilst we are providing our Pet Visit service, whether it is through a door or window, etc - then we will not be held responsible.
In the event your cat(s) do escape from your property and are found to have been involved in a road traffic accident (RTA), and as a result are seriously injured or killed, we will not be held responsible.
(e) Cats being let out of your property -
If we are providing Pet Visits for your cat(s) and you have opted for them to be let out of your property, whether it is through a door or cat flap - we will not be held responsible if your cats are not around to be fed, checked on, cared for (or go missing) while we are due in for each Pet Visit or for the whole duration of your required Pet Visits.
If we feel we have not seen your cat(s) in an acceptable amount of time, or feel they have gone missing, we will contact both you and your emergency contact to inform you of our concern.
In the event your cat(s) do go missing and are found to have been handed in to a local veterinary clinic or cattery, we will not accept any charges incurred as a result of either the veterinary clinics or catteries fees.
If your cat(s) is/are to be let out of your property, we advise that they have both a current microchip and an identification tag with (quick release) collar.
(f) Administering Medication + Medical Conditions or Injuries -
(g) Supplies i.e., Food, Bedding materials, Cleaning products, etc -
If we feel clients haven't provided adequate supplies (including cleaning products) for their pets whist away, i.e., - food, bedding materials (sawdust, straw or hay, etc) then we will purchase any essential required supplies if we feel it is necessary for the benefit and welfare of the animals we are caring for, with the understanding that the client will be liable to pay for any expenses incurred.
If we have had to purchase additional supplies, we will either leave receipts proving the purchaces incurred or invoice for the amount due.
Although as of 2016, we now request that all clients leave what we call 'reserve change' in their property each time for when we are due in. Reserve change will allow us to purchase any additional supplies, and save us invoicing for small amounts once the client has returned. Rest assured, we will never purchase anything outside of what is necessary for the benefit or welfare of the animals we are caring for. We also provide receipts (where available) as standard to prove what we have purchased.
(h) Once the provision of your booked and paid Pet Visits have been completed, your pets and property are no longer our responsibility.
(i) If we feel we cannot cope with your pet(s) or feel they are out of control or aggressive towards us while providing your required services then we have the right to terminate the service and will let you know we have done so immediately. Refunds will not be given in this case if your pet(s) were the cause of the cancellation.
(j) If we need to contact you and cannot reach you when you are away, you accept that your emergency contact can act on your behalf and make any important decisions about your pets, property, booked service(s), cancellation requests, etc.
(k) Even though a specific time-frame may be allocated/booked for your required Pet Visits, you understand and accept that specific time-frames sometimes cannot be kept due to delays, changes in our schedule, etc.
(l) If we have to take your pet(s) to your listed veterinary clinic in an emergency or feel they are showing signs of illness and need veterinary treatment or investigation, there will be a charge of £25.00. This charge will cover transporting your pet(s) to your listed veterinary clinic (and returning them back home) and seeing a veterinarian/veterinary nurse on your behalf to discuss your pet(s) medical emergency and/or treatment if needed should you either be unavailable or away on holiday. We will require this amount to be paid as soon as possible or as soon as you have returned home if you are away on holiday.
Horse & Pony Care -
Being Updated... Check back soon!
Home Sitting -
(a) Your Home Sitters Arrival & Departure time -
Your Home Sitter will arrive at your property and depart as set and agreed during your registratoin process and during our intiial service ocnsultaton.
In the event your Home Sitters arrival time has been delayed due to unforseen circumstances, you understand we won't be held responsible.
(b) Your Home Sitters code of practice as set by ourselves -
Your Home Sitter will conduct themselves professionally at all times whilst caring for your property and/or pet(s). and
Your Home Sitter will not be allowed to smoke or drink in your property or take any other substances (including drugs).
At no times will your Home Sitter be allowed to invite other persons into your proeprty whist you are away, unless arranged otherwise with the client.
At no times will your Home Sitter allow any other persons into your property whilst you are away, unless arranged otherwise with the client. You understand that in the event a person tries to gain access to your property whilst your Home Sitter is caring for your home, then they have the right to refuse entry to any unexpected persons and call the police.
(c) Your Home Sitters free-time
Your Home Sitter may vacate your property at their own discretion for a maximum of 2 hours per 24 hour period outside of any additional service responsibilities that you may have opted for.
Should you want to know what times your Home Sitter may be vacating your property per 24 hour period, we advise speaking to them directly before they are due in to Home Sit.
Should you not be happy with your Home Sitters choice of times that they may be vacating your property per 24 hour period, then please make this clear before they are due in to Home Sit.
(d) Providing Home Sitting for Dogs -
(e) Cats being kept in your property -
If we are providing Home Sitting service for your cat(s) and you have opted for them not be let out of your property whilst providing them with our Home Sitting service, and they manage to escape from your property whilst we are providing our Home Sitting service, whether it is through a door or window, etc - then we will not be held responsible.
(f) Cats being let out of your property -
If we are providing our Home Sitting service for your cat(s) and you have opted for them to be let out of your property, whether it is through a door or cat flap - we will not be held responsible if your cats are not around to be fed, checked on, cared for (or go missing) while we are due in your property whilst providing our Home Sitting service.
(g) Administering Medication + Medical Conditions or Injuries -
(h) Supplies i.e., Food, Bedding materials, Cleaning products, etc -
(i) Once the provision of your booked and paid Home Sitting service has been completed, your pets and property are no longer our responsibility.
(j) If we feel we cannot cope with your pet(s) or feel they are out of control or aggressive towards us while providing your required services then we have the right to terminate the service and will let you know we have done so immediately. Refunds will not be given in this case if your pet(s) were the cause of the cancellation.
(k) If we need to contact you and cannot reach you when you are away, you accept that your emergency contact can act on your behalf and make any important decisions about your pets, property, booked service(s), cancellation requests, etc.
(l) Even though a specific time-frame may be allocated/booked for your required Home Sitting service, you understand and accept that specific time-frames sometimes cannot be kept due to delays, changes in our schedule, etc.
(m) If we have to take your pet(s) to your listed veterinary clinic in an emergency or feel they are showing signs of illness and need veterinary treatment or investigation, there will be a charge of £25.00. This charge will cover transporting your pet(s) to your listed veterinary clinic (and returning them back home) and seeing a veterinarian/veterinary nurse on your behalf to discuss your pet(s) medical emergency and/or treatment if needed should you either be unavailable or away on holiday. We will require this amount to be paid as soon as possible or as soon as you have returned home if you are away on holiday.
Home Security Visits -
(a) Our Home Security Visit service is not a guarantee against burglary or theft whilst you are out for extended amounts of time or away.
(b) We will not be held responsible if we accidentally damage your property or possessions for the duration we are providing our Home Security Visit service.
(c) We will not be held responsible if your home is broken into or if any of your possessions are stolen, before, during or after the provision of our Home Security Visit service.
(d) If we suspect or find evidence that your home has been broken into before during or after the provision of our service(s) then we will report the breaking in to the correct authorities and will contact you immediately.
(e) We will never enter rooms in your property if you did not specify it was okay to do so - unless you have opted to take advantage of our free security check included in our Home Security Visit service or we feel it necessary or essential to do so.
(f) If we find windows ajar or fully open, we will shut them if you did not specify they would be ajar or open or if you did not specify you wanted them leaving ajar or open. This also applies to any external doors.
(g) We will not let any other persons than yourselves enter your household or premises if you have not specified that anyone else will be entering your property while you are out or away.
(h) We will not provide our Home Security Visit service if there are any persons temporarily residing (or visiting, including workmen, tradesmen, etc) in our customers property while the customer is out for an extended amount of time or away when or while we are due in to provide the customers paid and booked Home Security Visits. As the point of our Home Security Visit service is to care (provide relief) for the customers home/property whilst the customer is out for an extended amount of time or away on holiday, when there are no other persons available to do so - so we would not be happy carrying out our Home Security Visit service if there are ever any persons temporarily residing (or visiting, including workmen, tradesmen, etc) in our customers property while the customer is out or away. In the instance we have found persons temporarily residing in our customer’s property, we will terminate the rest of your paid/booked Home Security Visits if you cannot confirm or be sure that the persons temporarily residing in your property have vacated. A service termination notice will then be issued by either phone, text message or email. If we cannot get hold of you to make you aware of your service termination, we will contact your listed emergency contact to inform them of this action. After your service termination notice has been issued, Your home/property will no longer remain our responsibility. We will consider resuming your service if you inform that there are no longer any persons residing in your property, but it is important to make us aware of this before we can consider resuming your service. A refund for the remainder of your paid/booked Home Security Visits will not be possible either in the instance we have issued a service termination notice due to finding persons temporarily residing in your property.
(i) The point of our Home Security Visit service is to care for the customers home whilst the customer is out for an extended amount of time or away on holiday when their is no other persons available to do so - so we would not be happy carrying out our service if there are ever any persons temporarily residing (or visiting) in our customers property while the customer is away.
(j) If you have notified us that their may be someone, i.e a relative, workman, etc visiting your property while you are away, then we will action term (h) as seen above.
(k) If we do find persons temporarily residing in our customers property when providing our Pet Sitting service, then we will be forced to contact the Police and notify you that we have done so if those persons cannot give an explanation of who they are and why they are in your property.
(l) It is always the customers responsibility to inform us if there are going to be any persons in their property when we are providing our Home Security Visit service, even if it is on a regular basis. If customers fail to notify us of any persons in their property, whether they are relatives, friends, workmen i.e. plumbers, builders etc, then if they cannot give a good enough explanation or proof of who they are, we will contact the Police and notify you of these actions and action our (g) and (h) terms as seen above.
(m) If persons are attempting or asking to enter your property whilst we are due it to provide our service(s), we will under no circumstances let them enter your property until we exit your property. Once we have exited your property and locked your doors your pets and property are then no longer our responsibility and any persons attempting to access your property will be free to do so if they are expected by you or they have a key to the your property, etc
(n) If we find evidence of drug abuse or evidence of illegal activities in your property while we are providing our service(s), we will report you to the police and notify you that your service has been cancelled. A refund will not be possible in this event.
(p) Once the provision of your booked and paid Home Security Visits have been completed, your home, property and possessions are no longer our responsibility.
(q) A minimum of 3 Home Security Visits need to be booked to qualify for our complimentary house clean included on the last day we are due in for your booked Home Security Visits. This includes vacuum cleaning, emptying bins/replacing bin bags, wiping down surfaces and cleaning floors. Although please note that we can only provide our complimentary house clean if there are adequate cleaning products, i.e, a vacuum cleaner, mop and bucket, bin bags, cleaning products, etc.
Pet Transporation -
(a) We, Animals 24/7 hold the following license -
TYPE 2 VALID FOR ALL JOURNEYS (INCLUDING JOURNEYS OVER 8 HOURS)
AUTHORISATION ISSUED BY: Welfare in Transport, Centre for International Trade, Hadrian House, Wavell Drive, Rosehill Industrial Estate, Carlisle CA1 2TB, on behalf of the competent authority.
(b) To view a copy of our license please feel free to request.
(c) We don't require clients to register if using our Pet Transport services. However, by using the service you accept that you agree to all of our Pet Transportation terms and conditions including all other terms and conditions.
(d) If extreme weather conditions (either hot or cold) are causing any animals that we are transportiong distress or could possibly cause them harm if the journey proceeds, then we will (depending on the circumstances) cancel the planned journey and arrange safe return of any animals to their owners. If animals are not distressed by the extreme weather conditions (either hot or cold), or will not be caused any harm if the journey proceeds, then we will use air conditioning and ventillators (where fitted and available) if temperatures are elevated to keep any animals on board cool, or use blankets and heaters if weather temperatures fall to keep any animals on board warm.
(e) Should one of our vans break down with any animals on board, we will either (depending on the circumstances) cancel the planned journey and arrange safe return of any animals to their owners, or send for a backup van to resume the transportation of any animals
(f) In the event of an accident involving one of our vans with any animals on board, we will (depending on the circumstances) cancel the planned journey and arrange safe return of any animals to their owners, or send for a backup van to resume the transportation of any animals if they have not suffering from distress or injury
(g) Should any animals suffer distress or major injuries during an accident, we will seek emergency veterinary advise. If we feel they have sustained major or life threatening injuries, we will take them striaght to a veterinary clinic for emergency treatment.
(h) At no times will be speed with any animals on board. It is our company policy to never exceed 60 MPH on a dual carriageway or motorway with any animals on board.
(i) Payment - (as a pet transportation client you don't have to register with us, but by using our service agree to the following terms and conditions below) -
If we have arranged to take payment from you (the client) at the time of delivering any animal(s) at the specified delivery address (your address), we will not release any animal(s) to you (the client) under any circumstances from our van until payment has been made in full by the method specified to you (the client) prior to making delivery of any animal(s).
We will let you visually check over any animal(s) that we are delivering before receiving payment, but won't release them until payment has been received in full.
Should payment not be made or the full amount not received, we will either hold any animal(s) on board of our van (if doing so won't cause the animal(s) any distress or discomfort) in a locked transit box until payment has been made in full or the full amount has been raised, or return any animal(s) back to the collection location (if doing so won't cause the animal(s) any distress or discomfort).
If you do refuse to pay then we will either release any animal(s) to you (the client) and forward an invoice for the unpaid amount, or if we decide to action returning any animal(s) back to their collection location, we will forward an invoice for the unpaid amount plus any additional transportation costs for returning any animals back to their collection location.
(j) Before transporting a dog we will perform a visual check before transporting any dogs to confirm the breed and that the dog is in good health before being transported. If we suspect that the dog is on the dangerous dog register or you cannot provide full information on its breed if we do have suspicions that it may be on the dangerous dog register, then we will terminate service and would be legally obligated to inform the police of our findings. If we feel the dog is in poor health, we may also have to terminate the service if we feel it would be putting the dog at harm or discomfort by transporting it.
Written by Anja Sibbes, DVM, MRCVS.
(a) Please note that all information below is based on our own independent research and has been written by ourselves Animals 24/7 (Luke Simpson and/or Emma Burrdige (Dip RVN), or has been part written or validated by a veterinarian.
(b) Although our heath information has been validated by a veterinarian for accuracy, we always advise that you always consult a veterinary professional if you think your dogs have any of the problems listed on our health information pages.
(c) Heat Stroke -
During the summer the weather can obviously get too hot to walk dogs for longer periods of time (or at all depending on the time of day). Below you will find full details on Heat Stroke and what we have to do as a professional Pet Care Provider to avoid dogs contracting heat Stroke in our care.
(d) We know you are probably aware that heat stroke is a serious condition that can cause dogs to die if left untreated - but just in case you are not aware of the risks of heat stroke to your dog(s), we have had a veterinary surgeon write up a bit of useful information about heat stroke on our behalf for you to read below -
"Our furry friends feel the heat even more than we do. Dogs and cats do not have the ability to sweat (except for very small amounts in between their toes), so they are much less efficient at cooling. The only ways that they have to cool themselves are; 1) To lay low in the shade for the heat of the day or 2) To pant/ drink cool fluids. You can picture that the surface area of their tongues is much smaller than that of their skin - maybe by 30-1. This means that they can be 30 times more sensitive to the heat! Also, the pavement is much closer to them as they walk and usually is in direct contact with their exposed paws. While paw pads are tough, the pavement can reach more than 65 C in the summer! The radiant heat and the direct contact can cause burns that can take weeks to heal and are very painful. In white, shorthaired dogs there is also a significant risk of sunburn. And animals can become very dehydrated. It’s recommended to keep walks to the early hours of the morning or late in the evening during the summer. If dogs get exercised during hot parts of the day there is a significant risk of Heatstroke.
Heatstroke - heatstroke is basically prolonged overheating; this can happen in as little as 20 minutes. Dogs and cats have a higher normal body temperature range than people. They are normally around 38.5 C. If they reach a temperature > 39.5 C, this is considered “hyperthermia” and is technically too hot (either from a fever or overheating). During heatstroke, dogs can easily reach 40.5 – 41 C or even higher! These temperatures can cause major, sometimes irreversible damage to the body. Systems that are most severely affected are the brain, the liver, the lungs and the blood clotting systems! Do not exercise in the heat with your pet, even if you feel ok, they may be much hotter than you are. Keep all walks to cooler parts of the day.
I strongly recommend following these guidelines for looking after your pet in the hot weather".
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