These Terms & Conditions apply to all services provided by Planet Pets, including dog walking, puppy visits, cat visits and home boarding.
By booking or using our services, you confirm that you have read and agree to these Terms & Conditions.
1. Our services
Services are provided in accordance with the arrangements agreed with each individual client and the information provided during the consultation process.
We reserve the right to decline or discontinue a booking where we reasonably believe that the service is not suitable or safe for the pet, the client or Planet Pets.
2. Client information
Before providing services, we may ask you to complete a consultation form and provide information about your pet.
You must tell us promptly if any of this information changes.
Failure to provide important information may affect our ability to provide the service safely.
3. Bookings
Bookings are subject to availability and are confirmed once agreed with Planet Pets.
We will make reasonable efforts to provide the service at the agreed time. However, occasional delays or changes may occur due to circumstances outside our reasonable control, including traffic, weather, emergencies or unforeseen circumstances.
4. Payment
Payment must be made in accordance with the payment arrangements agreed with Planet Pets.
Our current prices are displayed on our website and may be changed from time to time. Any price change will be communicated before it applies to future bookings.
Outstanding balances must be paid within the agreed payment period.
5. Cancellation
We understand that plans can change.
If you need to cancel or change a booking, please provide as much notice as possible.
For regular services, repeated late cancellations may result in the booking being charged or the service being withdrawn.
For home boarding, cancellation arrangements will be agreed at the time of booking and may depend on the length and timing of the booking.
Any cancellation charges will be communicated clearly before they apply.
6. Dog walking
Dogs must be suitable for the type of walk booked.
Where dogs are walked with other dogs, Planet Pets will consider their temperament, behaviour and suitability for group walking.
Dogs will only be allowed off lead where the owner has given permission and Planet Pets considers this appropriate and safe.
Clients must provide suitable and secure equipment, including a correctly fitted collar or harness and lead.
Planet Pets may refuse to walk a dog if the equipment provided is considered unsafe.
7. Puppy visits
Puppy visits are intended to provide appropriate care, companionship, toilet breaks, feeding where agreed and age-appropriate interaction.
The exact routine will be agreed with the owner according to the puppy’s individual needs.
8. Cat visits
Cat visits may include feeding, refreshing water, cleaning litter trays, administering medication where agreed, providing companionship and checking that the cat is well.
Owners should provide clear instructions regarding feeding, medication and any other care requirements.
9. Home boarding
Home boarding is subject to availability and suitability.
Before accepting a dog for home boarding, Planet Pets may require a consultation or meet-and-greet to ensure that the arrangement is suitable.
Owners must provide accurate information about their dog’s behaviour, health, routine and needs.
Dogs must be appropriately vaccinated and owners may be asked to provide evidence of vaccinations where necessary.
Owners must provide any food, medication, equipment or other items required for their dog’s stay unless otherwise agreed.
Planet Pets reserves the right to refuse or end a home boarding arrangement if a dog’s behaviour or needs make continued boarding unsuitable or unsafe.
10. Veterinary treatment and emergencies
If your pet becomes ill or injured while in our care, we will make reasonable efforts to contact you or your nominated emergency contact.
If urgent veterinary treatment is required and we cannot contact you in time, you authorise Planet Pets to seek appropriate veterinary assistance for your pet.
You are responsible for veterinary fees and any other costs arising from treatment required for your pet, unless caused by proven negligence or wrongdoing by Planet Pets.
11. Medication
Where agreed in advance, Planet Pets may administer medication to your pet.
Medication must be supplied in its original packaging with clear instructions.
We reserve the right to decline to administer medication where we do not consider it safe or appropriate.
12. Keys and access to your property
Where Planet Pets holds keys for the purpose of providing a service, keys will be kept securely and used only for the agreed purpose.
Clients should tell us if access arrangements change.
We recommend that clients do not provide keys labelled with their full address.
13. Access to your home
Where a service takes place at your property, you agree to provide safe and suitable access.
Planet Pets must be informed of any security systems, alarms, gates, access codes or other arrangements necessary to enter the property.
We may refuse to enter a property if we believe doing so would be unsafe.
14. Pet behaviour
Owners must disclose any known aggressive, fearful, destructive or unpredictable behaviour.
Planet Pets reserves the right to stop a service if a pet presents a significant risk to itself, other animals, people or property.
Any decision to stop or alter a service will be made with the welfare and safety of the pet and others in mind.
15. Damage or loss
Clients may be responsible for damage caused by their pet to property, equipment or belongings where the damage results from information that was not disclosed to Planet Pets or from circumstances reasonably outside our control.
Planet Pets will take reasonable care of pets and clients’ property while providing services.
Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful.
16. Pet identification and security
Owners are responsible for ensuring that their pets have appropriate identification and that all relevant information is accurate.
Owners should ensure that gates, doors, fences and other security measures are in good working order.
Planet Pets must be informed of any known escape risks or security concerns.
17. Health and vaccinations
Owners must inform Planet Pets of any contagious illness, recent illness or other health concern that could affect the safety of the pet or other animals.
For home boarding and group walks, additional vaccination or health requirements may apply where reasonably necessary.
Planet Pets may refuse a service where there is a reasonable concern about the risk of disease transmission.
18. Photography and social media
From time to time, Planet Pets may take photographs of pets while providing services.
We will only use photographs of your pet for website, social media or promotional purposes where you have given permission.
You can withdraw permission at any time by contacting us.
19. Liability
Planet Pets will take reasonable care when providing services.
However, we cannot be responsible for circumstances that are outside our reasonable control or for issues arising from information that has not been disclosed to us.
We will not be liable for loss or damage where such liability cannot reasonably be attributed to Planet Pets.
Nothing in these Terms & Conditions excludes or limits liability for death or personal injury caused by negligence, fraud or any other liability that cannot legally be excluded or limited.
20. Emergencies and circumstances beyond our control
We may need to cancel, postpone or alter a service because of circumstances beyond our reasonable control, including severe weather, road closures, illness, accidents, emergencies or other unforeseen circumstances.
Where reasonably possible, we will contact you and make alternative arrangements.
21. Ending services
Either the client or Planet Pets may end an ongoing service arrangement.
Planet Pets may end or suspend services immediately where there is a serious safety concern, non-payment, abusive behaviour, a material breach of these Terms & Conditions or where we reasonably believe that continuing to provide the service is not appropriate.
22. Complaints
We want all clients and their pets to have a positive experience.
If you have a concern or complaint, please contact us as soon as possible so that we can investigate and try to resolve the matter.
23. Changes to these Terms & Conditions
We may update these Terms & Conditions from time to time.
The latest version will be available on our website.
Changes will not affect bookings that have already been agreed unless the change is required by law or is necessary for the safe provision of our services.
24. Contact
Planet Pets
Email: lisa@planetpetsuk.co.uk
Website: www.planetpetsuk.co.uk
