Terms and Conditions

Booking & Payment

A deposit of 50% of the total booking cost is required to confirm multi-day pet sitting bookings made 30 days or more in advance.
The remaining balance is due the day before the booking starts.
For all other services, full payment is required at the time of booking the service.
Payments can only be made by credit or debit card using Square for accounting purposes.

Payment Defaults

If payment is not made when due, services will be paused or cancelled.
For bookings with a deposit, the remaining balance must be paid at least 24 hours before the service start date. If payment is not received by then, your booking will be cancelled and your deposit forfeited.
Any unpaid amounts may be pursued through small claims court, and you (the pet owner) will be responsible for any costs incurred in recovering payment.

Cancellation and Refund Policy

Deposits are fully refundable if you cancel more than 7 days before your booking start time.
If you cancel less than 7 days before the start date and time, your deposit will be forfeited.
No refunds are available once any booked service has started, or if within the cancellation period stated above.

Late Return Charges

If care is needed beyond the agreed booking time because of a late return, an extra charge of £10 per hour for each pet will be added.
These charges will continue until your pet is collected or other arrangements are agreed.
There is no set maximum for late return charges.

Public Holiday Rates

An extra charge may apply for services on public holidays or during peak periods. This will always be agreed with you before confirming the booking and easily identifiable on your invoice.

Meet and Greet for New Clients

All new clients must book a Meet and Greet before their first booking. This is charged at the normal rate for the service booked. The Meet and Greet helps make sure the booking will work well for both your pet and the sitter.
The Meet and Greet must take place at least 48 hours before the start of the booking if you are a new client.
Jake’s Pet Pals may refuse bookings if a Meet and Greet is not completed or if any concerns come up that could affect the safety or welfare of your pet or anyone working with Jake's Pet Pals, including the sitter.

Owner Responsibilities

You must provide accurate and up to date details about your pet, including feeding instructions, medication details, and emergency contacts if you are not reachable.
Pets must be microchipped and this must be clearly identified on your pets collar.

Pet Supplies and Equipment

Owners must provide all food, medication, bedding, leads, and other necessary items for their pet during the booking.
If these are not supplied, Jake’s Pet Pals may purchase them and add the cost to the final bill.

Pet Health, Behaviour and Safety

All pets must be up to date with vaccinations, flea treatment and worm treatment.
Any health conditions, illnesses, or behaviour concerns must be shared at the time of booking.
Jake’s Pet Pals may refuse service to pets with undisclosed health problems or pets showing aggressive or destructive behaviour.

Medication Disclaimer

Jake’s Pet Pals can give medication as instructed by the owner, but we cannot be responsible for any side effects or adverse reactions unless caused by proven negligence.

Emergencies

If there is a medical emergency, you or your designated emergency contact will be contacted immediately. Your pet will then be taken to your nominated vet, the nearest available emergency clinic, or another location as instructed by you (if appropriate).
All veterinary costs are your responsibility. Jake’s Pet Pals cannot pay vet costs upfront because of GDPR and pet ownership rules.

Emergency Contact Authority

If we cannot reach you in an emergency, we will contact the emergency contact you have provided in your Service Agreement.
They will be responsible for making decisions about your pet’s care, Jake's Pet Pals will not be responsible.

Emergency Contact Details

You will be asked to provide these details in your signed Service Agreement; during a Meet and Greet; on arrival, or in advance of your booking and/or payment.

Liability

Every care will be taken with your pet, but Jake’s Pet Pals is not responsible for illness, injury, loss, or death (unless it is caused by proven negligence).
You are responsible for any damage or injury your pet causes to property, people, or other animals.

Access and Keys

If home visits are part of the booking, keys must be provided before the service starts or on the start date.
Keys will be kept securely and returned promptly after the booking ends.

Photos and Social Media

With your permission, Jake’s Pet Pals may take photos of your pet during their stay to share on our social media or for promotional use. Permission will be asked and recorded before any photos are used.

Communication and Data Protection

All communication, including messages, emails, photos, and videos, will be stored securely in line with GDPR and UK data protection laws.
Data may be used as evidence of care if there is a dispute, and can be deleted at your request.
Personal information will never be shared with anyone else unless required by law or with your permission.

Service Limitations

Jake’s Pet Pals may refuse or stop services if a pet’s needs go beyond what can be safely managed or if the home environment is not safe for pet care.

Events Outside Our Control

Jake’s Pet Pals cannot be responsible for not being able to provide services because of events outside our reasonable control.
This includes circumstances outside our reasonable control, such as severe weather conditions, sudden illness or injury, major transport disruption, or genuine emergencies that could not reasonably have been anticipated.
In such cases, reasonable efforts will be made to notify the client(s) as soon as possible.

Complaints and Dispute Resolution

If you have any concerns or complaints, please get in touch promptly by email (jake@jakespetpals.co.uk) or through the website.
I will always do my best to resolve any problems fairly and quickly.

Governing Law

These terms are governed by the laws of England and Wales.
Any disputes will be handled by the courts of England and Wales in the case they remain unresolved by Jake's Pet Pals.

Insurance and Further Liability

Jake’s Pet Pals is fully insured for pet sitting and dog walking through Protectivity, including public liability coverage. This protects against accidents, injuries, or damage that might occur while your pet is in our care. While every care is taken, this insurance gives extra reassurance that your pet and property are protected at all times.
You can view proof of coverage by clicking here.