1. General

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1.1. These Terms and Conditions apply to the provision of services provided by Purrfect Cat Care and are subject to all bookings. Variations to the Terms and Conditions may be made from time to time and will be updated on our website.

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1.2. Purrfect Cat Care is a home care/feeding service which allows your cat(s) or small pet(s) to be cared for in the comfort of their own home (herein referred to as (“Pet”)). We do not provide dog care.

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1.3. Information given in the initial registration via the New Customer Form will be used for all subsequent bookings, unless we are notified otherwise.

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1.4. We will treat your personal information confidentially and will not pass on your details to any third parties, with the exception of required Pet Sitters.

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1.5. No employer / employee relationship is implied or established with a Purrfect Cat Care booking.

 

2. Charges & Fees

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2.1. The Purrfect Cat Care charges are set out below: 

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2.1.1. Prices start from £12 per visit. Our services and full pricing plan can be found on our website. 

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2.1.2. If you have a large number of multi-species, then a price will be quoted and agreed upon according to the number of animals in your household.

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2.1.3. Bank Holidays in England are charged at double. We also charge double over the festive period on 24, 25, 26 & 31 December and 01 January.

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2.1.4. A complimentary Meet-and-Greet (“M&G”) will take place at your home prior to the first visit. These M&Gs will be attended by Kathy Winder, the business owner. A working set of keys will also be collected, unless a key box is advised. 

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2.1.5. Any requests for additional M&Gs will be charged at £5, this charge is for our time and transport

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2.1.6. Keys will be charged at an additional £5 for each requested collection or drop after the initial M&G, this charge is for our time and transport. To avoid these costs, you are able to drop the keys at Purrfect Cat Care, leave in a lock-box, or a safe place at your own risk.

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2.1.7. Mileage charges apply for distances beyond 4 miles from Winchester.

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2.1.8. If you are booking less than 48 hours before your departure, you may be charged an additional administration fee of £5.

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2.1.9. An emergency vet trip is charged at £20 for the first hour, which covers our time to prepare your Pet for transport, time of transport, attendance at the vet and resettling your Pet. We will also convey detailed information to you. An additional charge of £15 per hour may apply after the first hour.

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2.1.10. If you live in a residential area that requires a visitors permit, then we ask that you supply a visitor pass for each day we visit. If you do not supply a visitor permit and we receive a parking ticket while at your property, then you will be liable for those costs.

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2.1.11. If free parking is not available at your property or nearby, then you will be charged for any parking metre charges we incur to attend your visit. This would especially apply to visits in central Winchester.

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2.2. The cost of your booking will be relayed to you in full at the time of booking. A 50% deposit is payable upfront to secure your booking. You will be deemed to have accepted our charges upon confirmation of your booking.

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2.3. The balance will be invoiced in full on completion of the booking for bank transfer. The payment term is 5 days.

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2.4. Cash payments can be made in advance of the booking, in which case 100% is payable.

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2.5. We will exercise our statutory right to claim interest (at 8% over the Bank of England base rate) and compensation for debt recovery costs under the Late Payment legislation if we are not paid according to our agreed credit terms.

 

3. Cancellations

 

3.1. The cancellation policy for Purrfect Cat Care is as follows:

3.1.1. If cancellation is given in writing 8 days prior to the booking there will be no charge.

3.1.2. If cancellation is given in writing between 7 days and 48 hours prior to the booking the total fee will be charged at 50%.

3.1.3. If cancellation is given in writing less than 48 hours prior to the booking you will be charged the full fee.

3.2. The cancellation cut-off time is the same as the start time of your first visit, e.g. 06:00 for Morning or Anytime, 12:00 for Lunch and 16:00 for Afternoon/Evening.

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3.3. If you leave later than initially planned, then the cancellation charges will apply as above.

3.4. If you arrive home earlier than expected, the full fee will be charged and you will not be deducted for the remaining visits.

3.5. In the unlikely event that we cannot honour your booking, your money will be refunded.

 

4. Bookings

4.1. It is vitally important that you provide detailed information in relation to the needs and requirements of your Pet. This information should be provided in the New Customer Form and any subsequent updates/changes can be entered into the Pet Owner Dashboard or provided in writing. We will rely upon the information you provide for subsequent bookings, unless you advise Purrfect Cat Care that your Pet’s condition or requirements have changed.
 

4.2. Your Pet will be cared for in your home on the agreed days. During a home visit your Pet will be fed and provided with fresh water. The feeding apparatus and litter tray will be cleaned and attention will be given to any tailored items as set out in the booking form. Food timers can also be set if required.

 

4.3. In order for us to clean the feeding apparatus, please ensure there is access to a sink, drainer and dish washing facilities such as washing up liquid, dishcloths and tea towels as we will be washing everything by hand.

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4.4. Please ensure any litter boxes are clean before the booking starts. We will do full tray cleans as required and clean up any accidents, so it is useful to have kitchen roll, bin bags and cleaning sprays available.

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4.5. If your Pet has cat flap access and is not present on arrival then they will be called at several points while completing the duties, however, if they have not returned within 10 minutes of arriving then we will move onto our next visit, providing all duties are completed.
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4.5. You are required to supply food, litter and any timers if you choose to use one.
 

4.7. If you are unable to return home on the agreed date, it is advised that you contact Purrfect Cat Care urgently to arrange extra feeds.

4.8. If you have requested that Purrfect Cat Care keep hold of your keys, they will only be used to access your house to care for your Pet.  At all other times they are kept in a safe place and will be returned to you on demand.
 

4.9. Kathy Winder is the primary Pet Sitter but if another member of the team is to attend a booking then you will be notified in advance. In cases of emergency, we reserve the right to substitute an alternative Pet Sitter from the team without notice. 
 

4.10. We reserve the right to refuse service for any reason without explanation.
 
5. Your Cat / Pet

 

5.1. You must be very honest regarding the temperament of your Pet. If you state the Pet is friendly it turns out to be aggressive during the booking, we may need to contact you to modify the booking to a minimal service ensuring your Pet’s basic needs are met in terms of food, water and litter etc. Please note we will only do this if strictly necessary. If the booking is modified, the cost of the booking will not be reduced. 

 

5.2. If it is reasonably thought that a Pet is badly behaved or aggressive towards humans, animals or property, you will be liable for any injuries or damages caused by your Pet..

5.3. All Pets must be flea free, adequately wormed and in good health with treatments up to date. If your Pet is found to have fleas then you will be notified and the booking may be modified accordingly.

5.4. You must inform us of any medical conditions your Pet may have.  If your cat requires medicine then we will go over this in the M&G; you will need to dictate the dosage, how it is to be administered and how often. Medication should be left out when you are away so it is easily located. The Pet Sitter will do its best to put the Pet at ease and administer the medication as directed. Despite our best efforts, we cannot guarantee the Pet will take it as desired or keep the medicine down. If there are any issues with the medicine we will contact you immediately.

5.5. If your Pet is unwell during the booking, we will let you know immediately and will continue to monitor and keep you updated. We reserve the right to seek veterinary care and treatment if it is felt necessary. We will do our best to contact you or your emergency contact for authorisation, but if it is an emergency and a vet consultation or treatment is required to keep your Pet alive or reduce any pain it is in, then we will authorise this to go ahead. We will await authorisation from you for any further work or tests beyond those that are required. You will be liable for the entire cost of the appointment and any treatment the vet may have to administer and we recommend that you keep us up to date with your insurance information for such purposes.

5.6. Purrfect Cat Care will make every effort to ensure your cat receives the best care in your absence and whilst all possible care and attention will be given, your Pet is left at home entirely at your risk.

 

6. Your Property and Home Surveillance 

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6.1. We will endeavour to leave your property as we found it. You are respectfully asked to note that Purrfect Cat Care will not undertake any additional cleaning duties.

6.2. If your property is not considered to have a reasonable standard of cleanliness or the facilities available are inadequate, Purrfect Cat Care may decline the booking.

6.3. We believe every Client has the right to have security cameras to monitor both home and Pet activity, however, we require that any electronic surveillance cameras inside and outside the Client's property should be brought to our attention, either at the Meet & Greet, via the Pet Owner Dashboard or in writing.

 

7. Emergencies

 

7.1. In the event of an emergency, Purrfect Cat Care will notify you or your emergency contact as soon as possible. Your emergency contact is a person who can make a decision concerning your Pet and property in your absence, which could mean a decision regarding medical treatments. If you cannot be reached, you authorise us to take any action necessary, including medical or veterinary treatment, to protect ourselves, your Pet and other individuals.

7.2. If Purrfect Cat Care experiences any problems with failed locks or keys, we have the authority to call a locksmith to rectify the issue. You will be liable for the entire cost of any such call out.

 

8. Insurance and Liability

 

8.1. It is your responsibility to insure your property and your Pet. We accept no liability for damage caused by your Pet during a booking and you will be liable for any damages caused by your Pet.

8.2. Purrfect Cat Care is suitably insured with Petplan Sanctuary which covers the business, the Pet Sitting team and up to £5m Public Liability . It only operates when working on a booking through Purrfect Cat Care for the duration of that booking. It is not a substitute for your own insurance cover.

8.3. For insurance purposes, Purrfect Cat Care will be required to obtain confirmation that your Pet is in good medical health prior to a booking commencing, especially for bookings that have been made considerably in advance.

8.4. In the event that due to conditions beyond our control, Purrfect Cat Care becomes unavailable and our charges have been refunded to you under clause 3.5, we accept no liability for any additional losses that may occur.

8.5. It is recommended that you take out holiday cancellation insurance as we may not be able to accommodate Pets who become ill or are injured after the booking is confirmed.

8.6. You will indemnify us against any claims for loss or injury caused to Purrfect Cat Care, or a designated Pet Sitter, which are caused by your Pet or as a result of breach of these terms and conditions, negligence or otherwise.
 

9. Media & Privacy

 

9.1. You give permission for photographs and videos of your Pet to be used on our social media pages and website, unless specified by you. We endeavour not to include any identifiable or personal articles within this media.
 

9.2. Your privacy is respected and the following actions will be taken for existing and new customers as of 13 December 2021:
 

9.2.1. Existing customers (prior to 31 Dec 2021) who have requested to opt out of social media sharing will continue to have this on their file and images will not be shared.
 

9.2.2. New customers who prefer to opt out of social media can request this by contacting: hello@purrfectcatcare.co.uk . Your customer file will be updated accordingly and images will not be shared.

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Updated April 2024