Trusted Tails Pet Care — Terms & Conditions

Owner/Operator: Kate Bryant, trading as Trusted Tails Pet Care (hereafter “TT Pet Care”)
Effective Date: 17 July 2025
Service Area: Primary services are offered within BS4, BS5, BS14, BS15, BS16, BS30, BS31, BS32, BS34, BS35, BS36, and BS37.
Day sits and longer bookings may be available in BS40, BS41, and BS48.
Other areas are considered on a case-by-case basis.

1. Services Offered

1.1 TT Pet Care provides the following services:
a. Solo dog walking (one-to-one walks for dogs from single-dog households. In multi-dog households, dogs will be walked together unless otherwise agreed and subject to additional fees).
b. Pet sitting (dogs, cats, small animals, reptiles).
c. Drop-in visits.
d. Enrichment sessions.
e. Basic care for fish, birds, and amphibians.

1.2 Meet and greets are free of charge and encouraged before any initial booking.
1.3 All bookings are subject to availability and written confirmation.

2. Bookings and Payments

2.1 Regular bookings (e.g. recurring walks or drop-ins) are invoiced on the last working day of each month and payable within five (5) working days.
2.2 One-off services are invoiced following completion and payable within three (3) working days.
2.3 Long-term sits (two or more days) are invoiced after the booking concludes and must be paid within five (5) working days.
2.4 Sits lasting more than five (5) days require a 25% non-refundable deposit at the time of booking.
2.5 Bank transfer is currently the only accepted payment method.
2.6 Late payments incur a £10 late fee. TT Pet Care reserves the right to suspend or terminate services if payment remains outstanding.

3. Cancellations and Refunds

3.1 Cancellations made with at least forty-eight (48) hours’ notice will not incur charges.
3.2 Cancellations made with less than forty-eight (48) hours’ notice will be charged at 50% of the total booking cost.
3.3 Cancellations made with less than twenty-four (24) hours’ notice or no-shows will be charged in full.
3.4 If TT Pet Care cancels a service due to unforeseen circumstances, clients will be offered a full refund or the option to reschedule.

4. Client Responsibilities

4.1 Clients must ensure pets are up to date with vaccinations, flea, and worm treatments unless otherwise discussed.
4.2 All medical conditions, behavioural issues, and special care needs must be disclosed in full prior to the first booking.
4.3 Clients are responsible for providing:
a. All necessary food, medication, litter, bedding, cleaning products, etc.
b. A secure and sanitary environment for all pets.
c. Accurate written instructions for care routines.
4.4 Clients must provide:
a. Reliable access to the property (key, lockbox, entry code, etc.).
b. An emergency contact authorised to make decisions regarding the pet(s) and home if the owner cannot be reached.

5. TT Pet Care Responsibilities

5.1 TT Pet Care will:
a. Provide professional, compassionate, and attentive care.
b. Follow all instructions to the best of their ability.
c. Keep all client data confidential and secure.
d. Securely store keys or access information.
e. Communicate promptly regarding any changes, issues, or emergencies.
5.2 TT Pet Care is fully insured for pet sitting, dog walking, and related services.
5.3 TT Pet Care adheres to UK GDPR requirements and maintains a comprehensive Privacy Policy available upon request.

6. Emergencies

6.1 In the event of an emergency, TT Pet Care will seek veterinary assistance immediately at the owner’s expense.
6.2 If the owner cannot be reached, the designated emergency contact will be consulted.
6.3 If neither the owner nor the emergency contact can be reached, TT Pet Care will act in the pet’s best interests and consult the owner's preferred vet. If this vet is unavailable, an alternative local vet will be used.
6.4 By agreeing to these terms, the client authorises TT Pet Care to make emergency welfare decisions in the best interests of the animal.

7. Dogs – Walks and Outdoor Safety

7.1 All dogs must wear a collar with an ID tag in compliance with The Control of Dogs Order 1992.
7.2 If a collar cannot be located, the walk may be converted to a drop-in visit. No refund or credit will be issued.
7.3 Dogs without reliable recall will not be walked off lead in public areas under any circumstances.
7.4 If off-lead time is requested for a dog without reliable recall, a private, secure field must be booked by the client at their own expense.
7.5 TT Pet Care may use extendable tape leads or long lines to allow additional freedom where appropriate.
7.6 Spare long lines and extendable leads will be provided by TT Pet Care. Harnesses must be provided by the owner to ensure a secure fit.

8. Cats, Small Animals, and Reptiles

8.1 Clients must provide appropriate food, litter, cleaning materials, and secure housing.
8.2 Feeding and care instructions specific to the species and individual animal must be provided.
8.3 TT Pet Care will follow care routines as outlined, maintaining a calm, clean, and hygienic environment.
8.4 Enrichment, grooming, and play will be provided as appropriate and agreed.

9. Weather Policy

9.1 In high temperatures (typically 23°C or above), all dog walks will be converted to drop-ins with indoor enrichment.
9.2 In temperatures between 19°C and 23°C, walks may be shortened, carried out in shaded areas, rescheduled, or adapted depending on breed, age, or health.
9.3 During extreme weather (e.g. red weather warnings, heavy snow, severe ice), services may be suspended or converted for safety.
9.4 Cat and small-animal visits will be adjusted as needed to ensure welfare and comfort.

10. Home Access and Security

10.1 Clients must agree in writing to all access methods (e.g. key handover, lockbox code).
10.2 All keys are securely stored and never labelled with identifiable client information.
10.3 If a client chooses to leave the property unlocked or insecure (e.g. back door open), TT Pet Care accepts no liability for theft, break-in, or damage.

11. Insurance and Liability

11.1 TT Pet Care holds full public liability and professional insurance for all listed services.
11.2 TT Pet Care cannot be held responsible for:
a. Damage caused by the pet(s) to property or belongings.
b. Injury caused by the pet(s) to others, including other animals.
c. Escaped pets due to faulty equipment or unsecured environments.
d. Illness or injury to pets unless directly caused by gross negligence on the part of TT Pet Care.
11.3 Clients agree that all pets remain under their own legal ownership and liability at all times.

12. Updates and Photography

12.1 Regular updates and photos will be provided during services unless the client opts out.
12.2 With explicit consent, photographs may be used for marketing, social media, or promotional material. No personal or location information will be shared.

13. Multi-Pet Households

13.1 Multi-pet homes are welcome. Fees may vary based on the number of animals and the complexity of care.
13.2 Additional charges will be discussed and agreed in advance.

14. Subcontractors

14.1 TT Pet Care may, when necessary, subcontract trusted professionals to fulfil services.
14.2 All subcontractors engaged by TT Pet Care are fully insured, DBS-checked, and pet first aid trained.
14.3 TT Pet Care remains the client’s primary point of contact for all communication, scheduling, and payments.
14.4 TT Pet Care is not liable for actions of subcontractors beyond what is covered by its insurance policy.

15. Holidays and Peak Times

15.1 Services during bank holidays, the Christmas and New Year period, and Easter may incur higher rates.
15.2 These rates will be clearly communicated and agreed prior to the service.

16. Amendments and Agreement

16.1 By booking any service, the client confirms they have read, understood, and agreed to these Terms and Conditions.
16.2 TT Pet Care reserves the right to update these Terms and Conditions at any time. Clients will be notified of any significant changes prior to their next booking.

Trusted Tails Pet Care is a trading name of TT Pet Care Ltd, registered in England and Wales (Company No.16561763)

Fully insured • DBS-checked • Pet first aid trained