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The following terms and conditions apply to all services advertised on PA to Pets website, available to book in PA to the Pets booking system, any bespoke services conducted by PA to the Pets and activities undertaken during or in order to carrying out any services (hereinafter "Service"). The Services are delivered by Matilda Al-irimi T/A PA to the Pets (hereinafter “Company”) and PA to the Pets independent contractors working on behalf of PA to the Pets (hereinafter “Company Sitters”). The client (s) (hereinafter “Client”) refers to the individual or party who requests, books, and pays for pet sitting services provided by the company. Where applicable, the Client may act on behalf of other pet owners but assumes full responsibility for any such arrangements.
1. Services: The company provides in-home visits for cats and small pets. These visits are designed to ensure the well-being, comfort, and safety of animals while their owners are away. Services may include feeding, refreshing water, cleaning litter trays or enclosures, administering medication (as agreed in advance), basic grooming, and offering companionship and interaction where appropriate and daily updates with photos where possible. All care is provided in the Client’s home. Tasks performed during each visit will be based on the Client’s instructions and confirmed prior to the start of the booking.
2. Information Provided by the Client: The Client agrees to complete the registration form fully and honestly, and to provide any additional information that may be necessary or helpful for the Company or the Company Sitter to carry out the Service safely and effectively. The Client also agrees to inform the Company or the Company Sitter of any changes or new information as soon as it arises, and before any future Service bookings.
3. Timing of visits: The Company or Company Sitter will make every effort to attend in the scheduled time block, unless otherwise agreed. Delays may occur due to factors such as traffic or extended care at a previous booking. The Company and the Company Sitters will prioritise your pet’s welfare, which may occasionally require staying longer than the booked time. If this becomes a regular need, you may be asked to adjust future bookings accordingly. In some cases, visits may be shortened if the Company or the Company Sitter believes their presence is causing stress to your pet. You will be informed and given the opportunity to advise on how to proceed.
4. Key Handling: The Company and the Company Sitters will store the Client’s keys securely throughout the booking period, and at other times if the key holding service has been selected. Keys will not be left inside the Client’s property or posted through the letterbox on the final day of the booking. At the end of the booking, the keys may either be:
• retained by the Company or the Company Sitter for future bookings,
• left in the Client’s key safe, or
• returned in person once the Client has returned (a fee applies for this option).
Keys will only be used to carry out the Services booked. All keys are stored securely and coded without personal details.
5. Consecutive bookings: All Service bookings where the client will be away from their home overnight must be a minimum of one visit in every 24 hour period.
6. Other people in the Client’s home: The Company does not accept bookings where another person such as a flatmate, friend, family member, or guest, will be staying in the Client’s home during the Service period.
7. Discretion during visits: The Company and the Company Sitters will enter and leave the Client’s home with discretion, the Company does not wear uniforms or have advertising or logo’s on vehicles. The Company will not let anyone into the Client’s home or answer or use the client’s phone. Except in the case of emergencies.
8. Emergencies in the home*: In the case of an emergency the Company or the Company Sitter will attempt to contact the Client and if failing to make contact with the Client, the Company or the Company Sitter will attempt to make contact the Clients’ emergency contact/s for advice on action to take. If the Company or the Company Sitter is unable to make contact with either the Client or their emergency contact the Client gives the Company and the Company Sitter permission to use their discretion on the best course of action (examples of actions would be contacting the necessary authorities or trades persons and placing the pet/s in a cattery). The Client takes full financial responsibility and the Company and the Company Sitter will not be held financially or otherwise liable for any actions that were deemed necessary in an emergency situation.
9. Pet’s Medical Emergency*: In the event of a medical emergency with your pet, the Client gives the Company and Company Sitters permission to seek veterinary care for their pet/s and, based on the advice of a veterinary professional, authorise treatment deemed to be in the pet’s best interest. Every reasonable effort will be made to contact the Client and their designated emergency contact/s before any action is taken. However, if urgent treatment is required and contact cannot be made in time, the pet’s welfare will take priority. Where possible, the pet will be taken to the veterinary surgery they are registered with. If this is not feasible, or if it is deemed in the pet’s best interest, they will be taken to the nearest available veterinary practice for treatment. The Client accepts full responsibility for all costs incurred in relation to veterinary care. Any emergency visits to the vet will be charged at a rate of £15 per hour plus reimbursement for any cost of transport or any other costs incurred. *A separate form will be issued to for to sign to give consent for your personal data to be shared with the relevant professionals should clause 8 or 9 come in to force.
10. Illness, injury or death of pet: The Company or the Company Sitters are not liable for any illness, injury or death that happens to the Client’s pet/s during the duration of the booking unless it is deemed to caused by negligence by the Company or the Company Sitter.
11. Injury or illness cause by the pet or Client’s home: The Client will be responsible for any injury or illness incurred to Company, the Company Sitter or any other parties be they human or animal by either the pet/s or due to any faults within the client’s home.
12. Outdoor Access: The Company and the Company Sitters do not let out cats manually. Any cat that does not have free access to the outdoors via an open cat flap or similar arrangement must remain indoors for the duration of the booking. However, the Company is happy to operate cat flaps with one-way locking mechanisms, allowing a cat that is already outside to return indoors, while preventing further outdoor access once inside.
13. Disclosure of medical and behavioural problems: By engaging the Services of the Company and the Company Sitters, the Client agrees that all information provided regarding their pet’s behaviour, history, and any relevant circumstances is truthful, accurate, and complete to the best of their knowledge. The Client acknowledges that withholding, misrepresenting, or failing to disclose pertinent details, such as previous aggression, medical conditions, or behavioural concerns, may pose a significant risk to the safety of the Company, the Company Sitters, the pet, and others. Under the Animal Welfare Act 2006, all animal owners and keepers have a legal duty of care to ensure the welfare of their animals and to prevent harm to others. Failure to provide full and honest disclosure may result in the immediate termination of services without refund, and the Company or the Company Sitters shall not be held liable for any consequences arising from such omissions. The Client accepts full responsibility for any legal repercussions that may arise from undisclosed behavioural issues or other relevant factors.
14. illness or personal emergency of the Company or the Company Sitter: In case of illness or personal emergency of the Company or the Company Sitter the client gives permission for Company to arrange for cover to ensure your pet/s are cared for, you will be informed of this.
15. Use of Independent Contractors: Some of the Company’s Company Sitters are independent contractors who are fully insured and DBS checked. They are contracted to carry out Services booked by you with the Company, including following instructions in regards to the care of your pet/s, use of your keys and conduct within in your home provided these instructions are within the remit of the Services booked. The instruction are specified by you in the registration information you provide and further information you provide over the course of your engagement with the Company. The information can be given verbally face to face, over the phone, via written communication of any form and via any other form of reasonable communication. By agreeing to these Terms and Conditions you are giving permission for an independent contractor to carry out these Services for you on behalf of the Company. The independent contractors have agreed to carry out services with reasonable skill and care and are responsible to you for the Sub-Contracted services they deliver in line with the sub-contract they are party to with the Company and the registration information and terms and conditions you are party to with the Company.
16. Cancellations: Cancellations made 72 hours or more before the start date of the booking will not incur a cancellation fee. If payment has already been made, it will be refunded, minus a £15 administration fee. Cancellations made less than 72 hours before the start date will be charged 100% of the first day’s fee, plus a £25 administration fee. Cancellations are accepted seven days a week until 8:00pm. Any cancellation received after 8:00pm will be treated as received the following day. Clients who make frequent cancellations may be subject to a 7-day cancellation policy, at the discretion of the Company.
17. Payments: The Company and the Company Sitters agree to provide the Service as outline in clause 1. In exchange for the Service, the Client agrees to make payment the Company at least 72 hours in advance of the first day of the Service booking. If payment is not made in advance of the initial day of the Service, the Service will be cancelled. The client acknowledges that they are committing to pay the company in exchange for the Service.
18. Refunds: In the unlikely event that the Company terminates the service, a pro-rata refund will be issued for any unused time. If the Client returns home early, arranges for someone else to stay in their home during their absence, or otherwise no longer requires the remainder of the booking, no refund will be given, except in exceptional circumstances at the Company’s discretion.
19. Confidentiality: The Company and the Company Sitter respects the Client's privacy in accordance with the GDPR. The Company’s privacy policy can be found here.
20. Complaints: Any complaints and/or reporting of incidents regarding the Services delivered by the Company or the Company Sitters should be made to the Company office in order to give the Company reasonable opportunity to make rectifications, via email to the address below. Email: hello@patothepets.couk
21. Agreement to Terms: Terms and Conditions are in force on the date it is agreed to and remain valid for and applies to all future bookings made with Company.
22. Entire Agreement: These terms and conditions constitute the entire agreement between the Company, Company Sitters and the Client and supersede any prior or contemporaneous written, oral, or implied agreement related to the Service. If any portion of these terms and conditions is unenforceable, such portion shall be severed and the remainder of these terms and conditions shall be fully enforceable.
23. Governing Law: The construction, interpretation, and application of the terms and conditions are governed exclusively by the laws of England and Wales without regard to its conflict of law rules and you agree to undertake the Service under the sole jurisdiction of the courts of England and Wales.
24. Amendments: The company reserves the right to amend these terms and conditions from time to time. Any amendments will be effective upon publication on the Company’s website and booking system.
Last updated 20th of June 2025