Terms & Conditions
The terms that govern our bookings.
Trusted Pet Sitters
Last updated: July 2026
1. About us
Trusted Pet Sitters is a sole trader business operated by Carl and Louise, based in Cheshire.
Website: www.trustedpetsitters.co.uk
Email: hello@trustedpetsitters.co.uk
Phone: 07748 677278
These Terms and Conditions govern all bookings made with Trusted Pet Sitters. By confirming a booking with us, you agree to these terms.
2. Bookings and confirmation
2.1 All bookings are subject to availability and are not confirmed until you have received written confirmation from us (by email or message).
2.2 Before any booking is confirmed, we will discuss your pets' needs, their routines, and access to your home, so that we can make sure everything is properly arranged.
2.3 A booking is confirmed when both parties have agreed the dates, services, and price in writing, and the deposit set out in clause 4 has been received.
2.4 We reserve the right to decline any booking at our discretion, including where we believe the environment is unsafe or where the pets' needs fall outside our capabilities.
3. Services
3.1 We provide in-home pet sitting, home care, and associated services as agreed at the time of booking.
3.2 The specific services to be provided, the dates, and the agreed price will be confirmed in writing prior to the start of each booking.
3.3 We will follow all care instructions provided by you. It is your responsibility to provide complete and accurate information about your pets and your home — including your pets' health, behaviour, dietary requirements, and any medication needs — using our pet and house information form, completed no later than 7 days before the start of your booking.
3.4 In the event of a veterinary emergency, we will contact you immediately. If we are unable to reach you, we will seek emergency veterinary care on your behalf using your nominated vet or the nearest available practice. All veterinary costs are the sole responsibility of the client.
3.5 Home care services (cleaning, gardening, and related services) are provided to a professional standard consistent with Done n Dusted Cheshire Ltd, our sister business established in 1990.
4. Payment
4.1 Our standard rates are:
- Pet sitting: from £40 per night for one pet, plus £15 per additional pet
- Home care: £22 per hour when booked alongside a pet sitting stay
- Additional services (carpet cleaning, jet washing, home audit, travel costs): quoted and agreed separately
4.2 A deposit of 50% of the total price is required to secure your booking. Your booking is not confirmed until this deposit has been received.
4.3 The remaining balance is due in full no later than 7 days before the start date of your booking.
4.4 For bookings made within 7 days of the start date, full payment is due at the time of booking.
4.5 Payment may be made by bank transfer. Details will be provided on your invoice.
4.6 All prices are quoted in pounds sterling (GBP).
4.7 Trusted Pet Sitters is not currently registered for VAT, and no VAT is charged on our services.
5. Cancellations and refunds
5.1 Cancellations must be made in writing (email is acceptable) to hello@trustedpetsitters.co.uk.
5.2 Our cancellation policy is as follows:
| Notice given | Deposit | Balance (if already paid) |
|---|---|---|
| 14 days or more before the start date | Refunded, minus a £35 administration fee | — |
| 7–13 days before the start date | Non-refundable | — |
| Less than 7 days before the start date | Non-refundable | Refunded in full |
5.3 As set out in clause 4, the balance only becomes due 7 days before the start date. If you cancel before the balance is due, only your deposit is at risk. If you cancel after paying the balance, the balance itself is always refunded to you — only the deposit is retained.
5.4 Where we have to cancel a confirmed booking due to unforeseen circumstances (serious illness, bereavement, or other exceptional events), we will provide a full refund and endeavour to give you as much notice as possible to arrange alternative care.
6. Your responsibilities
6.1 You must provide accurate and complete information about your pets, including health conditions, behavioural traits, dietary needs, and any medications, using our pet and house information form no later than 7 days before the start of your booking.
6.2 You must ensure your pets are up to date with vaccinations and treatments (flea, tick, worming) appropriate to their age and species.
6.3 You must provide us with a working set of keys, relevant alarm codes, and any other access information required for the property.
6.4 You must provide emergency contact details and the details of your nominated veterinary practice before the booking begins.
6.5 You are responsible for ensuring your home is in a safe and suitable condition for us to stay in. This includes working heating, hot water, and basic amenities.
6.6 Before your booking begins, please ensure: the bed we will be using is made up with clean sheets; the bathroom we will be using is clean and stocked with clean towels; and any other rooms we will have access to are left clean and tidy.
6.7 You must inform us of any known hazards in or around the property, including aggressive neighbouring animals, security issues, or ongoing maintenance work.
7. Pets
7.1 You confirm that all pets in your care are your own, or that you have the legal authority to make arrangements for their care.
7.2 We reserve the right to refuse to care for any animal that displays dangerously aggressive behaviour that was not disclosed prior to booking.
7.3 In the event that a pet becomes ill during a stay, we will seek veterinary advice promptly. All associated costs are your responsibility.
7.4 We will not be held liable for any pre-existing health conditions that deteriorate during a booking, or for any illness or injury that arises despite reasonable care being taken.
8. Property and liability
8.1 We will treat your property and belongings with the utmost care and respect. We will not invite guests to your property and will maintain appropriate confidentiality regarding your home and its contents.
8.2 We will not be held liable for:
- Pre-existing damage to your property
- Loss or damage caused by your pets
- Mechanical or structural failure of appliances, systems, or fittings in the property
- Loss or damage caused by circumstances outside our reasonable control (including but not limited to extreme weather, power failure, or third-party actions)
8.3 In the event of any accidental damage caused by us, we will notify you promptly and discuss appropriate resolution.
8.4 You are responsible for ensuring your home insurance is appropriate and in force during the period of our stay. We recommend notifying your insurer that a house sitter will be in residence, as this may be a policy requirement.
9. Confidentiality
9.1 We treat all information about your home, security arrangements, and personal circumstances with strict confidence. We will not share this information with any third party except in an emergency or where required by law.
9.2 We ask that you treat any information we share about our work, pricing, or methods in the same spirit of confidence.
10. Photography and updates
10.1 As part of our service, we will send you regular photo and video updates of your pets. These are for your personal use only and should not be shared publicly without our consent.
10.2 We may occasionally take photographs during a stay for our own portfolio or marketing purposes (for example, to share on our website or social media). We will always seek your permission before using any images that include your property or identifiable pets.
11. Data protection
11.1 We take the privacy of your personal information seriously. Any personal data you provide — such as your name, contact details, address, and information about your pets — is used only to arrange and provide our services, and is handled in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
11.2 We will never sell your personal information, or share it with third parties for marketing purposes. Full details of how we collect, use, and protect your data are set out in our Privacy Policy.
12. Force majeure
12.1 We will not be liable for any failure or delay in providing our services where this is caused by circumstances beyond our reasonable control. This includes, but is not limited to, severe weather, flooding, fire, serious illness or injury, bereavement, road closures, power or utility failures, pandemics, or government restrictions.
12.2 In such circumstances we will make every reasonable effort to contact you as early as possible and to help arrange suitable alternative care for your pets and home. Where we are unable to provide a confirmed booking for these reasons, any payment made for services not provided will be refunded.
13. Complaints
13.1 We take great pride in our work and want you to be completely happy with the care we provide. If anything falls short of your expectations, please tell us as soon as possible so that we can put it right.
13.2 Complaints should be raised with us directly by email at hello@trustedpetsitters.co.uk or by phone on 07748 677278. We aim to acknowledge every complaint within 3 working days and to resolve it fairly and promptly.
14. Governing law
These Terms and Conditions are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
15. Changes to these terms
We reserve the right to update these Terms and Conditions at any time. The current version will always be available on our website. Your continued engagement with us following any update constitutes acceptance of the revised terms.