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Terms and Conditions

These Terms and Conditions apply to all services provided by Pet Care Haven. By confirming a booking, you agree to the terms outlined below.

 

1. Enquiries and bookings

 

To enquire about availability or make a booking, please contact:

Email: FarnhamPetCare@gmail.com
Call or WhatsApp: 07853808272

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Emails will be replied to within two working days.

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When making an enquiry, please include:

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  • The type and number of pet(s)

  • Relevant care needs

  • The dates and times you require services

 

Bookings are only confirmed once a deposit has been received.

 

2. Services and pricing

 

Pet sitting

  • £40 for a day visit of up to 4 hours

  • £50 for stays over 4 hours and up to 24 hours

  • Each additional 24 hour period is charged at £50

 

Bank holidays

An additional 20% fee applies to all services on UK bank holidays.

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Dog walking

Dog walking is charged separately:

  • £10 for 30 minutes

  • £15 for 1 hour

 

Walks begin and end at your home. Dogs will not be transported in a vehicle.

 

Areas covered

Pet Care Haven operates in within the areas between Cheriton and Farnham, and within a 10-mile radius of these areas. For areas further than this, a travel charge of £2 per mile is applied.

 

3. Payment terms

 

Once dates are agreed, an invoice will be issued.

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A deposit equal to one day’s rate is required to secure the booking. The deposit is non-refundable. If the booking is for a single day or shorter, a full payment is required at the time of booking.

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For stays that are longer than one day, full payment must be received no later than 2 days before the booking start date. If full payment is not received by this time, the booking will be considered cancelled and the dates may be released to other clients.

 

4. Pre-stay home visit and information requirements

 

Once the deposit has been paid, a home visit can be arranged if requested by the owner.

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This visit takes approximately 10 to 15 minutes. During this time, we complete the Pet Care Haven stay checklist, designed to ensure your pet receives the highest standard of care while you are away.

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If a home visit is not possible, all necessary information must be provided in advance by email. This information must be returned no later than 2 days before the booking start date.

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If required information is not provided by this deadline, Pet Care Haven reserves the right to cancel the booking and the deposit will not be refunded.

 

5. During the stay

 

Daily updates can be provided if requested.

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Pets may be left alone for short periods of time, for example for essential errands. This will be discussed in detail during the home visit or agreed in writing before the booking begins. Pet Care Haven will always do its best to accommodate your pet’s needs and will not leave them alone for longer than they are accustomed to or comfortable with, as agreed in advance.

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Overnight stays

For overnight stays, the client agrees to provide a suitable bed with clean linen for the pet sitter. Pet Care Haven reserves the right to refuse or terminate services if suitable bed is not provided, or if the house is unsanitary, or in any other way unsuitable for a safe and comfortable stay.

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The pet sitter will bring their own food and personal items. It is understood that normal household facilities, including the kitchen and bathroom, will be used during the stay.

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All facilities will be treated with care and respect and left as found, clean and tidy. However, Pet Care Haven cannot be held liable for minor accidental damage that may occur during normal, reasonable use of the property.

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It is the responsibility of the homeowner to ensure that their home insurance policy provides appropriate cover for accidental damage within the home.

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Pet Care Haven will not be responsible for general wear and tear or pre-existing faults within the property.

 

6. Owner responsibilities

 

Owners must:

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  • Provide accurate and complete information about their pet’s health, behaviour, routine, and needs

  • Ensure adequate pet food, bedding, medication, cleaning supplies and other essentials are available for the duration of the booking

  • Provide safe and secure access to the property

  • Inform Pet Care Haven of any behavioural issues, medical conditions, or special requirements prior to the booking

 

Pet Care Haven reserves the right to refuse or terminate services if a pet displays aggressive or unsafe behaviour that was not disclosed.

 

7. Veterinary care

 

In the event of illness or emergency, Pet Care Haven will make every reasonable effort to contact the owner.

If immediate veterinary treatment is required and the owner cannot be reached, Pet Care Haven is authorised to seek veterinary care on the owner’s behalf.

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All veterinary fees and related expenses remain the responsibility of the owner.

 

8. Cancellations

 

Deposits are non-refundable.

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If the owner cancels after full payment has been made, any refund beyond the deposit will be at the discretion of Pet Care Haven.

 

9. Liability

 

Pet Care Haven will take every reasonable precaution to ensure the safety and wellbeing of your pet and property.

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However, Pet Care Haven cannot be held responsible for:

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  • Pre-existing health conditions

  • Illness or injury occurring despite reasonable care

  • Loss or damage caused by the pet to its own property or the home

  • Minor accidental damage arising from normal, reasonable use of household facilities

 

Nothing in these Terms and Conditions excludes liability for death or personal injury caused by negligence or any other liability that cannot legally be excluded under UK law.

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