Terms and Conditions

Welcome to Paws and Relax!

Paws & Relax – Terms and Conditions

These Terms and Conditions outline the agreement between Paws & Relax (“the Provider”) and the pet owner (“the Client”). By booking any service, the Client agrees to the following:

1. Payment Terms

• Full payment for all standard visits is required no later than the Sunday before the scheduled visit(s).

• For holiday bookings, a 50% non‑refundable deposit is required to secure the dates. The remaining balance is due the Sunday before the first scheduled visit.

• Services will not commence unless payment has been received in full.

2. Cancellations & Refunds

• Cancellations made with at least 48 hours’ notice will receive a credit toward future services.

• Cancellations made with less than 48 hours’ notice are non‑refundable, and no credit will be issued.

• Holiday deposits are strictly non‑refundable, regardless of notice period.

3. Key Collection & Access

• A complimentary key collection is available during the initial meet‑and‑greet.

• Any key collection or drop‑off required after this time will incur a £5 surcharge.

• The Client is responsible for ensuring safe and reliable access to the property. Missed visits due to faulty keys, alarms, or access issues will be charged in full.

4. Pet Care & Cleanliness

• Reasonable efforts will be made to clean any pet mess occurring during the visit. Cleaning products must be provided by the Client. This does not include litter tray changes except where included in a holiday visit package.

• All reasonable steps will be taken to prevent any mess during visits; however, Paws & Relax is not responsible for any damage, mess, or accidents caused by the pet before, during, or after the visit.

5. Veterinary Care & Emergencies

• In the event that a pet requires urgent medical attention, the Client gives consent for Paws & Relax to transport the pet to the nearest available veterinary clinic, regardless of the Client’s usual practice.

• A minimum £15 emergency handling fee will be charged, in addition to any veterinary costs.

• The Client is responsible for all veterinary fees incurred.

6. Pet Behaviour & Safety

• The Client must disclose any behavioural issues, medical conditions, or special requirements prior to booking.

• Paws & Relax reserves the right to refuse or discontinue services if a pet poses a risk to itself, Paws & Relax, or others.

7. Liability

• While every reasonable precaution will be taken, Paws & Relax cannot be held liable for injury, illness, loss, or death of a pet arising from pre‑existing conditions or unforeseen circumstances.

• Paws & Relax is not liable for damage to property caused by the pet.

• Paws & Relax is not liable for loss or theft where reasonable security measures were followed.

• The Client is responsible for ensuring their home and pet insurance policies cover third‑party pet‑sitting arrangements.

8. Weather & External Conditions

• In extreme weather or unsafe conditions, visit times may be adjusted for safety.

9. Photography & Updates

• Paws & Relax may take photos of pets during visits for updates to the Client.

• Photos may be used for marketing unless the Client explicitly states otherwise.

10. Agreement

• By booking services with Paws & Relax, the Client acknowledges that they have read, understood, and agreed to these Terms and Conditions.