Terms and Conditions

1. Booking and Payment

  • Booking Process:
    All bookings are made directly with Helen Lord. A free, no-obligation meet-and-greet with you (and your pets, if applicable) is required before confirming any service.
  • Deposit:
    A deposit of 10% of the total fee will secure your booking.
  • Payment:
    The final balance is due no later than 1 day after completion of the service
    For bookings over one week, invoices will be issued by email weekly, with payment due weekly, the day after the invoice date.
  • Cancellation and Refunds:
    • Notice:
      Please provide at least 7 full days’ notice of cancellation to receive 50% refund of your deposit.
    • Late Cancellations:
      Cancellations made less than 7 days before the start of service will result in forfeiture of the deposit.
    • Early Return or Shortened Bookings:
      Payment is required for the full originally agreed service duration unless the cancelled period is rebooked at the same rate. In such cases, a pro-rata refund may be issued.
    • Force Majeure:
      In cases of unforeseen circumstances such as medical emergencies (with supporting documentation), cancellations will be discussed on a case-by-case basis without penalty.

 

2. Access to Property and Security

  • The client agrees to provide safe and lawful access to your property for the duration of the service.
  • The client will notify neighbours, security services, and other relevant parties of my presence.
  • Property and Pet Care will keep all keys, security codes, and access details securely and use them only as necessary.
  • Property and Pet Care will take reasonable steps to ensure the security of the property.
  • At the end of the contract, all keys and access details will be returned promptly and securely.

 

3. Property Care Specific Terms

  • Services such as mail collection, bin movement, plant watering, and security checks will be carried out as agreed.
  • Heavy cleaning, gardening, or major maintenance is not included.

 

4. Client Obligations

  • The Client will provide access to the home (keys, alarm codes) and ensure all utilities are in working order before the service commences.
  • The Client will disclose all relevant details about your property to enable safe care.
  • The Client will have valid home and pet insurance in place for the duration of the service.
  • Emergency contacts (and where relevant, veterinary information) must be provided.
  • All pets must be healthy, fully vaccinated, and free of any contagious diseases.
  • The Client will provide accurate details about your home and your pet(s’) care needs, habits, and routines.
  • The Client will provide a list of preferred companies to be contacted by Property and Pet Care should an emergency arise in the property during the service.

 

5. Service Limitations

  • Property and Pet Care will not be held responsible for damage or injury caused by pets due to undisclosed behaviour or health issues.

 

6. Insurance and Liability

Property and Pet Care accepts no liability for:

  • Accidental damage or loss unless caused by clear negligence.
  • Injury, illness, or death of pets due to undisclosed health or behavioural issues or pre-existing conditions.
  • Pre-existing defects or risks within the property.
  • Damage caused by pets to property during the service.
  • Property and Pet Care will not be liable for any theft, damage, or injury unless directly caused by negligence.
  • The Client must have valid home and pet insurance in place for the duration of the service.

 

7. Emergencies

  • In the event of an emergency (e.g. water leak) in The Client’s property, Property and Pet Care will contact The Client’s preferred company (supplied by The Client) to effect repair and will also contact The Client as soon as possible to inform them of the emergency.
    Any repair costs incurred will be the responsibility of The Client. 
  • In the event of a pet illness or emergency, Property and Pet Care will make every effort to contact the client and always act in the best interest of the pet.
  • Before commencement of the service, The Client will notify the veterinary practice of Property and Pet Care’s role and presence and authorise them to speak with me about the pet(s). The Client will further ensure an emergency contact is authorised to give instructions to the veterinary practice should The Client be uncontactable.
  • Any veterinary costs incurred will be the responsibility of The Client.

 

8. Access to Property

  • Property and Pet Care will only access areas of the property specified by the client
  • Property and Pet Care will not invite other visitors to The Client’s property without prior approval.

 

9. Termination of Services

  • Property and Pet Care reserves the right to terminate service if safety concerns arise, including aggressive pet behaviour or unsafe property conditions.

 

10. Data Protection and Privacy

  • All client personal, pet and property information will be handled securely and in line with the Privacy Policy and only used for service purposes and legal compliance and will not be shared without your consent unless legally required.

 

11. Governing Law

  • These Terms and Conditions are governed by the laws of England and Wales.

     

Thank you for choosing Property and Pet Care — Helen Lord
Peace of Mind While You’re Away.