Terms and Conditions of Business
Bookings are subject to these Terms
and Conditions. Variations to the Terms and Conditions may be made from time to
time and will be posted on our website.
Creature Carers will treat your
personal information confidentially and will not pass on your details to any
third parties other than your Carer.
Information given in the initial
registration form will be used for all subsequent bookings unless we are
notified that there has been a change in your pet’s condition or requirements.
Our charges and details of the
service you require will be agreed with you and your Carer at the time of
booking. You will be deemed to have accepted the charges of Creature Carers
upon confirmation of your booking.
Subject to any agreed variation by
the Carer assigned to you, you will normally be expected to pay prior to or on
commencement of the assignment. If the charges are not paid within ten days of
the agreed date Creature Carers reserves the right to charge an administration
fee of 25% of the unpaid charges.
Please note that Creature Carers do
not accept debit or credit cards but can accept payment either by bank
transfer or in cash. Unfortunately due to the cost imposed on us to
clear cheques, we are unable to accept payments by cheque.
Bank holidays incur an additional
charge as set out on our website.
If you are unable to provide your
Carer with a key at the time of booking, a key collection charge of £5 will be
incurred to cover the cost of fuel and wear and tear on their vehicle for the
additional journey. This should be paid directly to your Carer when he or she
comes to collect your house keys.
A deposit of £20 for Pet Visits or in
the case of Overnight stays, a deposit equal to one nights charge is to be
collected by the Carer on their initial consultation with you. This is to
secure your booking and is non-refundable if you cancel.
You are required to pay a nominal fee
of £3.00 per day should your Carer be required to use his or her vehicle during
the assignment. This fee is to be paid direct to your Carer and is to cover
fuel and wear and tear on their vehicle.
The cancellation policy for Creature
Carers is as follows:-
Pet Visits/Overnight Stays
- If cancellation is given by you fourteen or more days prior to commencement
of the assignment there will be no charge except the deposit paid during your
initial consultation with us.
- If cancellation
is given after that date but more than 72 hours prior to the commencement of
the assignment in addition to the deposit a fee will be charged at 25% of
the total agreed assignment fee.
- If cancellation is given less than 72 hours prior to the commencement of the
assignment, in addition to the deposit a fee will be charged of 50% of the
Regular Dog Walking
If you have a regular dog walking
service you must give at least two weeks’ notice to cancel or you will be
charged in full for those walks.
Occasional Dog Walking/Pet Visits
Occasional bookings of any
description, including dog walking, will be subject to the normal cancellation
In the unlikely event that your Carer
is unable to honour your booking we will make every effort to substitute an
alternative Carer. If we are unable to we will refund any fee paid in full.
We will always endeavour to adhere to
the time slot agreed but on occasions due to circumstances out of our control,
this may not be possible. Where medication required is time constrained, we
will always prioritise these Pet(s).
On occasions, unless you have
specifically requested a solo walk due to your Dog(s) temperament, we may have
to walk them with another dog who is sociable and friendly. This will only
be as a result of external circumstances out of our control and we
will endeavour to contact you in this regard.
Your Carer will use their personal
judgement and may cut dog walks short in the case of extreme weather conditions
or the poor health of your Dog(s).
If your Carer is visiting cat(s) who
have free unsupervised outdoor access, if your cat(s) are not home when they
visit, they may undertake a shorter visit but spend longer than the agreed time
on another visit to allow your cat(s) longer time for human interaction.
If your Dog(s) requires drying by
towel at the end of a walk, your Carer will reduce the length of the walk to
Creature Carers takes all reasonable
care in the selection of our Carers. Save as required by statute, no liability
is accepted by Creature Carers for acts of omissions by any Carer or any loss
or damage caused or contributed by the Carer.
Carers are independent contractors
and are not employed by Creature Carers.
If you agree with your Carer that
they may have the companionship of a third party during an assignment
it will be at your risk. Creature Carers will not accept liability in relation
Once registered with Creature Carers
you agree not to negotiate directly with any Carer introduced to you by
Creature Carers, infringement of this condition will jeopardize the future of
this Carer with Creature Carers. Owners agree to compensate Creature Carers for
any losses caused by this breach.
If you are booking shortly before
your departure, please note that it may not be possible to provide your regular
It is of the upmost importance that
you give full information in relation to the needs and requirements of your
Pet(s). Creature Carers will rely upon the information you give at your initial
booking in connection with subsequent bookings unless you advise us that your
Pet’s condition or requirements have changed.
We cannot accept bookings
for aggressive animals. Either Creature Carers or a Carer may terminate an
engagement immediately if it is reasonably thought that a pet(s)
is aggressive either towards humans, animals or property. You will be
liable if your pet injures a third party or the Carer.
We will not walk your dog(s) without
a lead without your prior authority and your acceptance of the associated
If you prefer your Dog(s) to have unsupervised access
to the outside areas of your property, Creature Carers will not be
held responsible if they go missing as a result of inadequate boundaries.
In the event of an emergency or
illness of your Pet(s), Creature Carers will endeavour to contact the owner
and/or the emergency contact. Creature Carers reserve the right to make
an informed decision, taking the Veterinary Surgeon's advice and the Pet’s
best interest into account. All veterinary treatment costs will be the
sole responsibility of the owner.
Although we are able to care for most
domestic pet(s) we are unable to take bookings for animals kept for
commercial purposes in an agricultural setting or for horses.
You must supply enough food, treats,
cat-litter, toys and bedding for the duration of the assignment. Failure
to do so will result in a re-supply charge as well as the cost of goods.
If you your Pet(s) have
unsupervised access outside your property, Creature Carers may be unable to
regularly check that they are in good health. It is also your
responsibility if he or she goes missing, becomes injured whilst outdoors or we
are unable to medicate as a result. We will always endeavour to locate your
Pet(s) but it must be understood that this will not always be possible within
the allotted visit time.
Carers are instructed by Creature
Carers to leave your property as they found it. You are respectfully asked to
note that they are not professional cleaners and if additional emergency visits
(e.g. if your travel home is delayed) are required, we may not be able to leave
your property in the level of cleanliness that we normally would.
Creature Carers will only use
equipment and facilities that have been agreed upon during the initial
consultation. The only exception to this is in the case of an emergency.
If the Carer does not consider that
your property is of a reasonable standard of cleanliness and habitation, he or
she may decline the booking.
In the event of a problem or
emergency arising the Carer will contact us immediately and if necessary
contact will be made with the client.
Access to Your Property
Creature Carers keep your keys in a
secure location and the fobs do not identify the property to which they relate.
It is an unfortunate fact of life
that sometimes keys can be mislaid or can break in locks. With this in mind, we
ask that we are provided with two keys to your property unless you have an
external key locker with a code or a key is kept with a third party. One of the
keys will be kept in the secure location whilst the other will be with
your Carer to enable them access to your property. If you are unable to provide
two keys, we will at our expense make a second copy for this purpose.
Your key will only be utilised for
the purpose of visits/walks and only Creature Carers will have access to
If the lock on your property becomes unusable and we are unable to gain
access to your Pet(s) we will try to contact you immediately but if this
is not possible we will arrange for a qualified locksmith to gain access.
The cost of doing so is at your expense.
Insurance and Liability
It is your responsibility to insure
your property and pet. Creature Carers accept no liability for damage caused by
your Pet(s) or a carer during an assignment.
You will be liable in the event that
the carer or a third party is injured by your Pet(s).
Carers have insurance in relation to
the performance of their duties as Carers under Creature Carers agreements only
and not on their own account. It is not a substitute for your own insurance
cover. Our pet sitters insurance only operates when a Carer is working on an
assignment referred to them by Creature Carers for the duration and times
Adequate insurance must be in place
if you wish a carer to drive your vehicle. It is your responsibility to check
the validity of their driving licence.
In the event that due to conditions
beyond their control your Carer is unavailable and your fee has been refunded
to you, Creature Carers accept no liability for any additional losses that
It is recommended that you take out
holiday cancellation insurance as Creature Carers may not be able to
accommodate pets who become ill or are injured after the booking is confirmed.
The client must before handing over
the assignment to their Carer make sure they have given full written details
and instructions on the care of their pet and the property. Neither Creature
Carers nor any Carer will be responsible if full instructions are not given in
advance on the assignment.
The client will indemnify Creature
Carers against any claims for loss or injury caused to either a Carer or their
property which are caused by the client’s Pet(s) or as a result of breach of
these terms and conditions, negligence or otherwise.
In the event that your Carer is
not the only party to have access to your home, Creature Carers will not
be responsible for any breaches of security or breakages on the other person's