Pythons and Poodles Pet Care

Terms of  Business and Service Agreement 

Terms of Business & Service Agreement

Pythons and Poodles Pet Care
Email: tom@pythonsandpoodles.com
Effective from: 10th April 2025

1. Introduction

This Terms of Business and Service Agreement outlines the responsibilities, expectations, and conditions for the services provided by Pythons and Poodles Pet Care ("we", "us", "our") and our clients ("you", "your").

Any reference to ‘Form’ means the ‘Your Details’ Form, used to book a Service from us: https://www.pythonsandpoodles.com/customer-and-pet-details-form
Any reference to ‘Service’ means a pet service detailed at www.pythonsandpoodles.com/services which you have booked in the Form.

By booking any service with us, you confirm that you have read, understood, and agree to the terms below.

2. Contract

  • These ‘Terms of Business’, the Form and the ‘Service Agreement’ forms our Contract and Agreement with you.

  • When (but not before) you have returned the signed Form a legally binding Contract between you and us is created for us to provide a Services detailed on the Form and for you to pay for the Service.

  • Each time you wish to order a new Service you must complete a new Form, either by emailing us or by complete our online booking.

  • No Service will be confirmed until we have conducted a visit to your property and met with your pet.

3. Services Provided

We agree to provide our services in a reliable, caring and trustworthy manner.

We offer the following services:

  • Dog Walking

  • Exotic Pet Sitting (in your home or on your property)

  • Companion Pet Sitting (in your home or on your property)

Our standard operating hours are 8:00am to 6:00pm, seven days a week. Services outside these hours may be available on request and subject to availability.

We will provide the Service in accordance with the specification set out in the Form (as may be amended by agreement between you and us from time to time) and in this Business & Service Agreement. We will begin to provide the Service on the agreed start date and will continue to provide the Services until the Contract is terminated by you or us in accordance with these Terms of Business & Service agreement.

We always use reasonable efforts to ensure that our provision of the Services is trouble-free. If, however, there is a problem with the Services we request that you inform us as soon as is reasonably possible. We will use reasonable efforts to remedy problems with the Services as quickly as is reasonably possible and practical.

4. Bookings

  • First-time customers should contact us via the Contact Us form on our website.

  • Returning customers may book via phone or email.

  • Pet sitting services lasting more than 3 days require at least 2 weeks’ notice.

  • Shorter pet sitting services (under 3 days) and one-off dog walking require at least 48 hours’ notice.

  • Recurring dog walks will be arranged during the initial consultation.

5. Cancellations

  • We kindly request a minimum of 48 hours’ notice for cancellations of any service. Cancellations must be made via email to: tom@pythonsandpoodles.com.

  • We do not charge cancellation fees if you cancel within this notice period. If you cancel outside the notice period detailed in this Clause 5, we have the right to charge you in full for the service.

  • In the event of an emergency (e.g., personal illness, family emergency), we understand that the client may need to cancel the service. In such cases, we request as much notice as possible, and we will make accommodations where possible.

  • No Cancellation Fee will be applied if the client cancels due to an emergency after the service has began, but payment will be required for services rendered up until the point of cancellation.

6. Pricing & Payment

  • Exotic and companion pet sitting is charged per visit, based on duration (20, 30, or 60 minutes) and day of the week (weekday vs. weekend/bank holiday).

  • Dog walking is charged per walk, per dog, per duration (30, 45, or 60 minutes), with different rates for weekdays and weekends/bank holidays.

  • All prices are in pound settling (£)

  • All prices are inclusive of VAT, unless otherwise stated.

  • Care is taken to ensure the price of our services displayed on the website are correct and up-to-date.

  • Payment must be made via bank transfer (BACS) or cheque, and must be paid within 7 days of invoice.

  • If payment is made by cheque, the cheque must clear within 14 days of the invoice date.

  • We reserve the right to pass on the bank’s administrative fees for processing the cheque, in addition to the cost of the service.

  • A late payment fee of £20 per 24 hours will be applied for overdue invoices until payment is made in full.

  • We may also send you reminder letters charged at £15 per letter until the debt is paid in full.

  • If you have promptly contacted Us to dispute an invoice in good faith, we will not charge interest while such a dispute is ongoing.

  • We can recover our costs for recovering late or non-payments. You will be responsible for paying the costs we incur in recovering, or attempting to recover, any unpaid fees or supplemental charges from you (including reasonable legal costs being costs that would be allowable by the courts if judgment was made in Pythons and Poodles Pet Care favour).

7. Access to Property

You must provide us with the necessary keys or access codes to enter the property and provide safe care for your pet(s).

  • Keys are stored securely and labelled without personal information.

  • We require a key handover prior to the first visit, or a lockbox may be used at your discretion.

  • We are not liable for any stolen or lost keys left in a lockbox.

8. Pet Health & Emergencies

  • You agree to inform us of any medical issues, infectious diseases, or special care needs prior to service.

  1. Emergency Situations
    In the event of an emergency where a pet requires immediate veterinary care or urgent attention (e.g., injury, illness, accident), we will take the following actions:

    • Contact the Owner: We will attempt to contact the pet’s owner immediately using the emergency contact details provided. If the owner cannot be reached, we will proceed with emergency care as necessary.

    • Veterinary Care: If the pet’s health or safety is in immediate danger, we will take the pet to the nearest available veterinary clinic. If the pet has a registered veterinary practice, we will make every effort to take the pet there unless another veterinary clinic is closer. Subject to the advice we may then contact a locksmith/emergency services. You accept responsibility for any charges related to this.

    • Exotic Animals: For exotic pets that require specific care, we will ensure the pet is transported to an appropriate veterinary facility capable of treating the species in question.

  2. Client Permission for Emergency Care
    By submitting the customer details form, clients grant permission for Pythons & Poodles Pet Care to seek emergency veterinary care on their behalf if their pet’s condition requires it. We will always aim to provide the best care and follow the pet's health care instructions. If you cannot be reached in the case of an emergency, you authorise the sitter to act on your behalf to authorise any treatment (excluding euthanasia).

  3. Costs of Emergency Care

    • Client Responsibility for Payment: Any costs associated with emergency care, including veterinary bills, medications, or transportation, are the responsibility of the pet owner. The owner is liable for payment directly to the veterinary clinic, and any expenses incurred by Pythons & Poodles Pet Care on behalf of the pet will be billed to the client. You authorise us to obtain veterinary care to treat an existing or new medical condition or health issue. We will make every effort to contact you prior to obtaining care for any medical or surgical treatment. You accept responsibility for any charges related to this care. You agree to reimburse us for any additional fees for providing emergency care, as well as any expenses incurred for unexpected visits, transportation, housing, equipment, food, access or supplies.

    • Payment to Veterinary Clinic: If the veterinary clinic requires payment immediately and the client is unable to pay, we may pay the bill on behalf of the client. However, the client must reimburse Pythons & Poodles Pet Care for the total amount paid within 48 hours of the invoice date. If payment is not made within this timeframe, a late fee of £20 per 24 hours will apply.

    • Insurance Claims: If the client intends to claim through their pet insurance, they are responsible for handling the insurance claim directly. Pythons & Poodles Pet Care is not responsible for any delays or issues with the claims process. However, we will provide the necessary documentation, receipts, and any other information required to assist with the claim. The client must still reimburse Pythons & Poodles Pet Care for an expenses incurred on behalf of your pet and / or veterinary treatment.

  4. Emergency Contact and Authorization
    We require that clients provide accurate and up-to-date emergency contact details and veterinary information. This ensures we can act quickly in an emergency situation. Clients must also specify any medical conditions or special needs their pet may have so that we can respond appropriately if an emergency arises.

  5. Medical Release and Liability
    While we make every effort to ensure the safety and well-being of pets in our care, we are not liable for any pre-existing medical conditions, accidents, or natural events that result in injury or death to the pet. We encourage pet owners to ensure their pets are adequately insured to cover emergency medical expenses. You will be responsible for any medical expenses and damages resulting from an injury to persons or animals by the pet. You agree to indemnify us in the event of a claim by any other person injured by the pet.

  6. Failure to Pay Emergency Bills
    If the client is unable to pay the veterinary bill and refuses to reimburse Pythons & Poodles Pet Care within the stipulated 48-hour period, we reserve the right to suspend or terminate future services until the outstanding payment is received in full. Persistent non-payment may result in legal action to recover the owed amount.

9. Pet Behaviour and Health

  • Pre-Service Disclosure: It is the customer’s responsibility to disclose any behavioural issues (e.g., aggression towards other animals, separation anxiety) or health conditions (e.g., allergies, chronic conditions) that could affect the care of the pet during the booking process.

  • Refusal of Service for Aggression: We reserve the right to refuse service or terminate services immediately if the pet exhibits aggressive behavior that poses a risk to our staff or other pets. In such cases, a refund will not be provided.

  • Health & Safety: We are not responsible for pre-existing health issues that may become worse during service. We will, however, take all necessary precautions to ensure your pet's well-being and seek veterinary attention if needed.

10. Pet Deaths

Notification of Death
In the unfortunate event that a pet passes away while under our care, we will notify the owner immediately, providing as much information as possible regarding the circumstances, including any signs or events that may have led to the death.

  1. Handling of Deceased Pets
    In the event of a pet’s death, we will follow the owner's instructions regarding the handling and transportation of the deceased animal. If the owner has not provided specific instructions, we will make reasonable efforts to ensure the pet is treated with care and respect until the owner can make arrangements.

  2. Liability
    Pythons & Poodles Pet Care accepts no liability for the natural death of a pet due to illness, age, or other health conditions that were present before the commencement of our services. While we take every precaution to ensure the safety and well-being of pets in our care, we cannot be held responsible for unforeseen medical events or conditions that lead to a pet's death.

  3. Emergency Care
    In cases where a pet is critically ill or passes away due to a medical emergency, we will follow the procedures as outlined in our Emergency Care Policy. If veterinary intervention is necessary and it is too late to save the pet, the costs incurred by such intervention are the responsibility of the owner.

  4. Insurance Coverage
    Our insurance covers the health and safety of the pet while under our care, but it does not cover natural death or illnesses that lead to death outside of our control. We recommend that all pets are insured for medical emergencies, as we are not responsible for expenses related to a pet’s death or treatment of pre-existing conditions.

11. Insurance & Liability

  • We are fully insured for public liability, pet accidents and injuries, lost keys, and lost or stolen animals.

  • We are insured to walk a maximum of 6 dogs at any one time.

  • We are not insured for Dangerous Wild Animals (DWA), commercial livestock, or riding/exercising equines.

  • Clients are liable for any damage caused by their pets during our care.

  • We reserve the right to refuse service for:

    • Aggressive or unsafe animals

    • Unsafe enclosures or environments

    • Pets requiring care beyond our insurance or training

    • Situations where continuing service would breach animal welfare law, such as in avian influenza control zones

  • Medication Administration
    We are fully insured to administer medication to pets provided that:

    • The medication has been prescribed by a veterinary professional, and

    • The owner provides written instructions including the correct dosage and timing.

    We are experienced in handling a wide range of animals and are happy to support pets with medical needs, provided they are comfortable being handled for medication. If an animal becomes distressed or aggressive during administration, we will contact the owner immediately to discuss next steps.

12. Client Responsibilities

You agree to:

  • Provide accurate and complete information on your pet(s) including personality, medical needs, and care instructions

  • Provide all necessary equipment and supplies to ensure proper care for your pet(s), including but not limited to:

    • Food and treats

    • Medication (as per section 11 of these Terms of Business and Service Agreements)

    • Leads, collars, harnesses

    • Pet bedding and any required enclosures

      • We are not responsible for equipment failure or for using unsuitable equipment (e.g., faulty leash, inappropriate bed, etc.). If any equipment provided is deemed unsafe or unsuitable during the service, we may refuse to provide care for the pet.

      • If necessary supplies are not provided, we reserve the right to refuse services or adjust pricing based on additional care required due to missing items.

  • Ensure your pet is housed in a safe, secure, and hygienic environment

  • Keep your pet up to date on all necessary vaccinations and treatments (including flea and worm treatments). If your pet has a parasitic infection your pet will be treated, in consultation with your vet, and you will be responsible for reimbursing the cost.

  • Rabbits must be vaccinated against Myxomatosis and Viral Haemorrhagic Disease (VHD) and a certificate presented as proof. Every precaution must be taken against flystrike for rabbits and guinea pigs before care starts.

  • We are unable to walk bitches that are in season, but we can provide pop-in visits instead.

  • Pets must have pet insurance that covers for illness, accident or loss while you are away, or a third party is caring for your pet.

  • Unfortunately, we are unable to carry out any pet care service if your dog is a banned breed or listed under the Dangerous Wild Animals Act (DWA).

  • Inform us of any diseases or zoonotic risks — we reserve the right to refuse service on ethical or legal grounds

  • In cases of notifiable disease (e.g. avian influenza, foot and mouth disease), we will follow government guidelines and reserve the right to refuse service.

  • Inform us of any third-party access (e.g. neighbours, friends) during our booking window.

  • You agree to pay the rates that are in effect at the time your pet is in our care.

  • You agree to provide at least two working days’ notice of cancellation, to avoid being charged in full.

    Behaviour and Safety
    Clients must inform us of any behavioural issues, aggression, or personality traits. We reserve the right to refuse service for pets that pose a risk to safety or where the environment is unsafe (e.g., hazardous enclosures, aggressive pets, or dangerous property access). If concerns prevent the employee from caring for the pet, the owner authorises the animal to be placed in the care of another, with all charges (including but not limited to transportation, housing, tranquillising, treating, accessing, and liability) to be the responsibility of the owner.

  • Pythons & Poodles Pet Care has a strict no-aggression policy for the safety of our staff, clients, and the public. We are unable to provide care for any dog that has ever shown, or currently shows, any signs of aggression towards people or other animals. This includes, but is not limited to, biting, lunging, excessive reactivity, or any behaviour that could pose a risk. By using our services, you confirm that your pet has no history of aggression and does not require any legal restrictions such as a muzzle order, community protection notice (CPN), or community protection warning (CPW). If a pet in our care displays aggressive behaviour, services will be terminated immediately, and the customer will be liable for any associated costs or damages.

    We also reserve the right to cut a dog walk short in the event of:

    • An emergency

    • Poor behaviour from the dog

    • Unsafe conditions, such as aggressive dogs or off-lead dogs posing a threat

    For new dog walking clients, the first walk is treated as a trial walk. If the dog displays behavioural issues or is unsuitable for safe solo or group walks, we reserve the right to refuse future services.

13. Our Liability

  • We do not accept responsibility for security of your premises, or loss, during the term of this agreement. During all assignments our employees will only undertake pet care, unless prearranged with you.

  • If you have given permission for your dog to be walked off lead you will not hold us, or any of our staff, liable for damage, loss or injury if your dog runs away.

  • We are not responsible for damage caused by a pet escaping because of a faulty lead, collar or harness, or equipment that is not properly fitting.

  • We cannot be held responsible for any loss of pets if they have access to an open cat flap/window/door within their own home.

  • We shall not be held responsible for any damage to your property, or that of others, caused by your pets during the period in which they are in our care.

  • You understand that there is always a risk of injury to a dog, especially when other dogs are present. You agree not to hold We Love Pets, or their staff, liable for any illness, injury or incident whilst in the care of We Love Pets.

  • You understand that there is always a risk of illness, injury or incident to a pet when left at home. You agree not to hold We Love Pets, or their staff, liable for any illness, injury or incident whilst in the care of We Love Pets, and in between visits.

  • We shall not be held responsible for injury or illness to your pet if you fail to remove hazards or dangers from your home.

  • You agree to notify us of any concerns within 24 hours after any appointment. Please contact us at: tom@pythonsandpoodles.com

14. Inclement Weather Policy

11.1 Service Disruptions Due to Weather
In the event of severe weather conditions (e.g., snow, storms, flooding, etc.), we may be unable to access your property to provide services. While we will make every effort to complete all scheduled visits and walks, safety is our priority—both for our staff and the animals in our care.

11.2 Notification of Service Disruptions
If severe weather prevents us from reaching your location, we will notify you as soon as possible via phone or email. We will provide an estimated timeline for when services can resume, depending on the severity of the weather conditions and road accessibility.

11.3 Feeding & Animal Welfare
In the unlikely event that we are unable to access your property to feed your pets, we will do our best to work with you to find a solution. This may include:

  • Prior arrangements for emergency contacts: We will contact you ahead of time to discuss any alternative measures, such as emergency contact persons who can access your home and provide food.

  • Rescheduling services: We will attempt to provide services on the next available day once conditions allow.

  • Customer Responsibility: We strongly recommend that you have an emergency plan in place for situations like these, such as a friend, family member, or neighbor who could assist with feeding if access to your property is not possible due to severe weather.

11.4 Alternative Arrangements

  • If we are unable to provide services due to inclement weather, we will work with you to reschedule any missed visits or walks.

  • If rescheduling is not possible, no charges will apply for services we were unable to complete.

  • For recurring dog walks, we will attempt to make up any missed sessions within the same week, subject to availability.

11.5 Customer Responsibility
We ask that customers take reasonable steps to ensure the safety and well-being of their pets in the event of severe weather. If, for example, pets are left outside during dangerous conditions, we recommend having a safe, secure indoor space ready for them.

15. Home Security and Emergency Protocols

15.1 Home Security
While providing services, we take every precaution to ensure the security and safety of your home. This includes:

  • Secure handling of keys: All keys and access codes will be securely stored and identified by name to avoid confusion. We take full responsibility for the safe storage of keys during our service period.

  • Limited access: We will only enter areas of your home necessary to perform the agreed-upon services (e.g., feeding, walking, etc.) and will take care not to leave doors or gates unsecured.

  • Discretion in movements: We strive to remain discreet when entering and exiting your home, minimizing visibility to neighbors or passersby.

15.2 Emergency Situations
In the unlikely event of an emergency during the period of our service, we have a protocol in place to respond quickly and notify you as needed. Emergency scenarios include:

  • Fire or Flood: If a fire or flood occurs while we are caring for your pets, we will immediately notify the appropriate emergency services (fire department, water damage professionals, etc.) and attempt to secure the safety of your pets. We will also notify you as soon as possible.

  • Burglaries or Theft: In the unfortunate event of a burglary or theft occurring during our service, we will immediately notify the police and contact you to inform you of the situation. While we cannot be held liable for theft or damage to your property (as we are not responsible for securing the house), we will assist in any way possible, including providing reports to the authorities, should this occur.

15.3 Liability for Damages
While we take every precaution to ensure the safety of your pets and your home, we cannot be held responsible for damages to your property that arise due to circumstances beyond our control, such as natural disasters (e.g., floods or storms), theft, or accidents caused by pets themselves. We strongly encourage customers to ensure their property is insured for such incidents.

15.4 Emergency Contact and Evacuation Plan
In the event of an emergency (fire, flood, burglary, etc.), you are required to provide us with an emergency contact person who can act on your behalf if you are unreachable. This person should be familiar with the necessary evacuation or emergency procedures for your home and pets.

16. Force Majeure

We shall not be liable for failure to perform our obligations under this agreement if such failure is due to events or circumstances beyond the reasonable control of the affected party, including but not limited to, natural disasters, pandemics, acts of war (declared, undeclared, threatened, actual or preparations for war), terrorism (threatened or actual), strikes, or government-imposed restrictions (such as lockdowns). In such cases, we will notify the client as soon as possible and attempt to reschedule or make alternate arrangements.

17. Communication & Contact Protocol

14.1 Booking Confirmations: We will confirm all bookings by email or phone, and provide you with a summary of services, including the dates, times, and pet information.

14.2 Emergency Contact: In the event of an urgent issue during service hours (e.g., a pet requiring immediate attention), please contact us immediately via phone or text. For non-urgent issues or inquiries, email is the preferred method of contact.

14.3 Out-of-Hours Emergencies: For situations requiring urgent attention outside our usual service hours, we will do our best to accommodate the need but cannot guarantee availability. Please note that we may charge an additional fee for out-of-hours emergencies.

18. Media, Photos & Social Media

  • During visits, we take photos and/or videos of your pet(s) for updates and wellbeing reports.

  • By using our services, you consent to us using these images and videos on our website, social media, and marketing materials.

  • If you do not wish for your pet’s images to be shared publicly, please let us know in writing prior to service.

19. Right to Refuse or Terminate Services

We reserve the right to decline or discontinue services under the following circumstances:

  • If pets are aggressive, unwell, or pose a safety risk

  • If environments are unsafe or breach legal or welfare standards

  • If the pet belongs to a prohibited species under the Dangerous Wild Animals Act

  • If false or incomplete information has been provided

  • If timely payment is not made or communication is unreasonably withheld

20. Termination

  • Termination on Notice. We may terminate this agreement for any reason on five business days’ notice to you. 

  • Termination for Material Breach. We may terminate this agreement with immediate effect by delivering notice of the termination to you, if you materially breach these terms and conditions , any of its obligations, covenants, or representations, and the failure or breach continues for a period of five business days after we deliver notice to you detailing the breach.

  • Termination for Insolvency. If either party becomes insolvent, bankrupt, or enters receivership, dissolution, or liquidation, either party may terminate this agreement with immediate effect1in 

21. Agreement

By booking any service with Pythons and Poodles Pet Care, you confirm that you have read, understood, and accepted the above Terms of Business and Service Agreement. We may from time to time change these Terms of Business and Service without giving you notice.

All intellectual property belonging to Pythons and Poodles Pet Care (including, without limitation, any information, documentation and/or materials produced in connection with the Services) are and shall remain fully vested in us. Nothing in these Terms shall grant to you any rights to, or in, patents, copyrights, database rights, trade secrets, trade names, trademarks (whether registered or unregistered), or any other rights or licences in respect of the Services. 

We shall hold and process your data in accordance with The General Data Protection Regulation 2016/679. See our Privacy Policy.

The views and/or opinions expressed by any of our employees (including, without limitation, any training personnel) during the provision of the Services (or otherwise) may not represent our views and/or opinions and we shall have no liability to you or any third party (whether in contract, tort, negligence or otherwise and howsoever arising) for any loss, damage, suffering, costs and/or expenses incurred resulting from the expression of such views and/or opinions by our employees.

These Terms of Business, the Agreement, and the relationship between you and us (whether contractual or otherwise) shall be governed by and construed in accordance with the law of England & Wales.

Data Protection
We are committed to protecting and respecting your privacy. Any personal information, including contact details, pet information, and emergency contacts, will be handled in accordance with our Privacy Policy. Personal data will only be used to provide the requested services and will not be shared with third parties except for essential operational purposes, such as invoicing or scheduling. We retain personal data for a maximum of one year after services are completed unless required by law to retain it longer.