Terms and Conditions
Last updated: June 2025
1. About us
Trusted Pet Sitters is a sole trader business operated by Louise and Carl, based at Primrose Cottage, Swettenham, Cheshire, CW12 2JY.
Website: 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 arrange a meet and greet visit at your property at no charge. This allows us to meet your pets, understand their needs, and familiarise ourselves with your home.
2.3 A booking is confirmed when both parties have agreed the dates, services, and price in writing, and any deposit (where applicable) 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' health, behaviour, dietary requirements, and any medication needs before the booking begins.
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, 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 Payment is due in full prior to or on the first day of the booking, unless otherwise agreed in writing.
4.3 Payment may be made by bank transfer. Details will be provided on your invoice.
4.4 For bookings of longer than two weeks, we may request a 50% deposit at the time of booking, with the balance due before the start date.
4.5 All prices are quoted in pounds sterling (GBP) and are inclusive of any applicable taxes.
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 | Refund |
|---|---|
| 28 days or more before start date | Full refund |
| 14–27 days before start date | 50% refund |
| 7–13 days before start date | 25% refund |
| Less than 7 days before start date | No refund |
5.3 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.
5.4 Deposits are non-refundable in the event of cancellation within 14 days of the booking start date.
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.
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 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 the meet and greet.
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. European and overseas bookings
9.1 For bookings outside the United Kingdom, travel and accommodation costs will be quoted separately and agreed in writing before confirmation.
9.2 All overseas bookings are subject to these Terms and Conditions, and are governed by English law regardless of the location of the property.
9.3 It is the client's responsibility to ensure that we have the necessary permissions to enter and stay in the relevant country and property.
10. Confidentiality
10.1 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.
10.2 We ask that you treat any information we share about our work, pricing, or methods in the same spirit of confidence.
11. Photography and updates
11.1 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.
11.2 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.
12. 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.
13. 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.
Trusted Pet Sitters · Primrose Cottage, Swettenham, Cheshire, CW12 2JY · hello@trustedpetsitters.co.uk · 07748 677278