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Terms of Business & Service Agreement

Terms of Business

These Terms of Business apply to all customers of We Love Pets. Please read them carefully and ensure that you understand them. If you have any questions, please contact us. Nothing in the Terms affects the customer’s statutory rights under UK consumer law.

Any reference to ‘Us’, ‘We’ or ‘Our’ means your local branch of We Love Pets as detailed on the booking confirmation email.

Any reference to ‘Form’ means the ‘Your Details Form’, used to confirm your details to us: https://welovepets.care/your-details.

Any reference to Booking Confirmation means the email we send you to confirm the Service booked.

Any reference to ‘Service’ or ‘Services’ means the pet service(s) detailed at www.welovepets.co.uk/services which has been confirmed in the Booking Confirmation.

1. Contract & Order

  1. These ‘Terms of Business’, the Form and the Booking Confirmation form our contract (‘Contract’) with you.
  2. No Booking Confirmation will be given until We have conducted a visit to your property and met with your pet (the “Meet and Greet”). We will conduct a visit for every new customer and pet.
  3. When (but not before) We provide a Booking Confirmation to you, the legally binding Contract between you and Us is created for Us to provide the Services detailed in the Booking Confirmation and for you to pay for the Service.
  4. Each time you wish to order a new Service you must complete a new Form, either by emailing Us or by completing Our online booking. This new Service will not be confirmed until We send you a Booking Confirmation.

2. Price

  1. The price of the Service will be discussed at the Meet and Greet and confirmed in the Booking Confirmation email. We will take all reasonable care to ensure that the price of the Service discussed at the Meet and Greet is correct and up to date.
  2. All prices are exclusive of VAT unless otherwise stated.
  3. We will notify you in writing with a minimum of 14 days’ notice of any price increase. You may cancel the Service within 7 days of this notice if you are unhappy with the price increase, providing that cancellation is before the Service commences and in line with ‘Your Rights to Cancel a Pet Service’ under clause 7.

3. Payment

  1. We will invoice you for the Service provided.
  2. You must pay each invoice within 7 days of the date of the invoice.
  3. We accept the following methods of payment:
    1. BACS;
    2. Card payment; and
    3. Cheque.
  4. If payment is made by cheque, you will be invoiced in advance of the Service being provided and the cheque must clear before the Service is provided.
  5. We reserve the right to pass on the bank’s administrative fees for processing the cheque, in addition to the cost of the Service.
  6. If you do not pay an invoice by the due date We may:
    1. Charge you interest on the overdue sum at the rate of 3% above the base rate of the Bank of England from time to time until payment is made in full. Interest will accrue on a daily basis from the due date until the actual date of payment, whether before or after judgment; and
    2. Send you reminder letters charged at £12 per letter until the debt is paid off.
  7. If you have promptly contacted Us to dispute an invoice, We will not charge interest while such a dispute is in good faith and is ongoing.
  8. 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 favour of Us).

4. Our Services

  1. We will provide the Services in accordance with the specification set out in the Booking Confirmation (as may be amended under clause 10) and the Terms of Business.
  2. We will commence the Services on the agreed start date and will continue to provide the Services until the Service has been provided or the Contract is terminated by you or Us in accordance with these Terms of Business.
  3. All Services are subject to availability and local licensing requirements. We will confirm the availability when We send you the Booking Confirmation, after which We shall provide the Service.

5. Problems with Our Service

  1. We always use reasonable efforts to ensure that Our provision of the Services is trouble-free. However, if 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.

6. Complaints and Feedback

  1. We always welcome feedback from our customers and, while we always use all reasonable endeavours to ensure that your experience as a customer of ours is a positive one, we nevertheless want to hear from you if you have any cause for complaint.
  2. If you wish to complain about any aspect of your dealings with us, please contact us by email or telephone.

7. Your Rights to Cancel a Pet Service

  1. Cancellation of dog walks and pop-in visits must be at least three clear working days’ notice before the Service starts. Cancellations before the three working day period will result in a full refund. If you notify Us of cancellation less than three working days before the start of the Service, you will be charged the full rate for those Services.
  2. You agree to provide a 50% deposit at the time of booking for any home boarding (at Our property), daycare, pet sitting or house-sitting (at your property) Services.
  3. Cancellation of home boarding, daycare, pet sitting or house-sitting Services:
    • If you cancel 12 weeks or more ahead of the booked Service, you will receive a full deposit refund.
    • If you cancel between 12 and 6 weeks ahead of the booked Service, you will receive a 50% deposit refund.
    • If you cancel inside a 6-week period ahead of a booked Service, you will receive no deposit refund.

    This is to cover losses and administrative costs.

  4. Cancellations should, where possible, be made by email to the email address noted in the Booking Confirmation. The cancellation is effective from the time you send the email.
  5. If cancellations are made by phone, to the phone number noted in the Booking Confirmation, the cancellation is not confirmed until We have confirmed the cancellation via email response.
  6. These cancellation provisions do not affect and are subject to your statutory rights and in particular the 14-day cooling-off period if applicable.

8. Events Outside of Our Control (Force Majeure)

  1. Force Majeure Event means any circumstance not within a party’s reasonable control including:
    1. Acts of God, flood, drought, earthquake or other natural disaster;
    2. Epidemic or pandemic;
    3. Terrorist attack, civil war, civil commotion or riots, war, threat of or preparation for war;
    4. Fire, explosion or accident;
    5. Any labour or trade disputes, strikes, industrial action or lockouts; or
    6. Interruption or failure of utility service.
  2. A party (Affected Party) shall not be liable for any failure or delay in performing its Services under this Contract for so long as, and to the extent that, its performance is prevented, hindered or delayed by a Force Majeure Event.
  3. The Affected Party shall promptly notify the other party at the start of the Force Majeure Event and use reasonable endeavours to limit the effect of the Force Majeure Event on the performance of the Services.
  4. If the Affected Party has not resumed full performance of the Services suspended under clause 8.2 within five days after the start of the Force Majeure Event, either party may terminate the Contract by giving not less than three days’ notice to the other party.

9. Other Important Terms

  1. We may from time to time change these Terms of Business. If you do not accept the variation, you may, within five days of being notified of the variation by Us, terminate this agreement on written notice to Us and We will refund any deposit.
  2. We endeavour to provide you with consistency and use the same employee for the Services you order, however We may freely assign, sub-contract or otherwise transfer in whole or in part the Contract to another We Love Pets employee or worker.
  3. When using Our website, please refer to Our website user conditions. We may provide links to other third-party websites on Our website. These links are for your information only and do not constitute any endorsement of any third-party products, services or information. You acknowledge and accept that any reliance upon such information shall be at your own risk.
  4. All intellectual property belonging to We Love Pets (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.
  5. We shall hold and process your data in accordance with the UK General Data Protection Regulation and the Data Protection Act 2018. See our Privacy Policy which is on our website.
  6. 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 for any loss, damage, suffering, costs and/or expenses incurred resulting from the expression of such views and/or opinions by our employees.
  7. We appreciate that customers may have CCTV or smart doorbells in their homes. We request that staff are not recorded in bathrooms or designated bedrooms during a housesitting Service.

10. Variation

  1. No variation of this Contract shall be effective unless it is agreed in writing between Us and you and expressly states that it is amending the Contract.

11. Waiver

  1. A waiver of any right or remedy under this Contract or by law is only effective if given in writing and shall not be deemed to be a waiver of any subsequent right or remedy.
  2. A failure or delay by a party to exercise any right or remedy provided under this Contract or by law shall not constitute a waiver of that or any other right or remedy, nor shall it prevent or restrict any further exercise of that or any other right or remedy. No single or partial exercise of any right or remedy provided under this Contract or by law shall prevent or restrict the further exercise of that or any other right or remedy.

12. Severance

  1. If any provision or part-provision of this Contract is or becomes invalid, illegal or unenforceable, it will be deemed deleted, but that will not affect the validity or enforceability of the rest of this Contract.

13. Entire Agreement

  1. The Contract constitutes the entire agreement between the parties and supersedes and extinguishes all previous and contemporaneous agreements or Contracts, promises, assurances and understandings between them, whether written or oral, relating to its subject matter.
  2. Each party acknowledges that in entering into the Contract it does not rely on and shall have no remedies in respect of any statement, representation, assurance or warranty (whether made innocently or negligently) that is not set out in the Contract.
  3. Each party agrees that it shall have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in the Contract.

14. Notices

  1. Any notice given to a party under or in connection with the Contract shall be in writing and shall be sent by email to the following address:
    1. For notices to you: to the email address provided by you in the Form.
    2. For notices to Us: to the email address noted in the Booking Confirmation.
  2. Any notice shall be deemed to have been received if sent by email at the time of transmission or, if the time falls outside of 9:00am and 5:00pm, then at 9:00am on the next working day.

15. Governing Law and Jurisdiction

  1. The Contract and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with its subject matter or formation shall be governed by and construed in accordance with the law of England and Wales.
  2. Each party irrevocably agrees that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with this agreement or its subject matter or formation.

Service Agreement

Any reference to ‘Us’, ‘We’ or ‘Our’ means your local branch of We Love Pets as detailed on the booking confirmation email.

Any reference to ‘Form’ means the ‘Your Details Form’, used to confirm your details to us: https://welovepets.care/your-details.

Any reference to Booking Confirmation means the email we send you to confirm the Service booked.

Any reference to ‘Service’ or ‘Services’ means the pet service(s) detailed at www.welovepets.co.uk/services which has been confirmed in the Booking Confirmation.

(1) We provide pet care services to customers’ pets and we have the reasonable skill, knowledge and experience in this field.

(2) You wish to engage our services as set out in this Agreement, the Terms of Business and the ‘Service Information Order Form’ (“Form”), subject to the terms.

(3) We agree to provide the Service to you on the following terms. This Agreement, the Terms of Business and the Form constitute a Contract between us and you.

What We Will Do for You

  1. We agree to provide the Services in a reliable, caring and trustworthy manner.
  2. We will provide you with Our full details in the Booking Confirmation, including address, branch name, contact details (email address and phone number) and VAT number (if applicable).

What You Agree to Do

  1. You agree to provide us with all information necessary for the satisfactory performance of the Services, including any dietary, nutritional or exercise requirements of the pet and any other instructions for the wellbeing of the animal.
  2. You are responsible for supplying the necessary, safe equipment, medication, food and supplies needed for the care of your animals.
  3. You agree to provide keys, or arrange for keys to be available, for the appointment. If the provided key does not work, or an incorrect key is supplied, you authorise Us to obtain keys or access from emergency contacts, landlords or using a locksmith.
  4. You agree to provide Us with an emergency contact person who will be available and can make decisions about your home, pet and property in your absence. The emergency contact person must be available to collect and look after your pet if so required.
  5. In case of an emergency, every effort will be made by Us to contact the emergency contact person. If We are unable to get hold of anyone, We will then phone the local vet for specific advice regarding your pet. Subject to the advice, We may then contact a locksmith or emergency services. You accept responsibility for any charges related to this.
  6. You authorise Us to obtain any emergency veterinary care that may be necessary during the time spent with your pet. We will make every effort to contact you prior to obtaining emergency care. You also authorise Us to use an alternative veterinarian in the event your regular veterinarian is unavailable, does not operate an out of hours service or cannot be reached. 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) and assume full responsibility upon your return for payment and/or reimbursement for all veterinary services rendered.
  7. 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. We may also contact Our external 24/7 veterinary support provider for advice, where appropriate. This service is included as part of Our duty of care and does not carry any additional charge to you, even if We are unable to reach you beforehand.
  8. You will be responsible for any medical expenses and damages resulting from an injury to persons or animals by the pet.
  9. You agree to indemnify Us in the event of a claim by any other person injured by the pet.
  10. Upon termination of the Contract, for a period of 3 months you agree not to contact any present member of We Love Pets staff in relation to the provision of pet care services outside of our business. This does not impact your rights to undertake service or contract with other pet care providers.

Your Pet

  1. Pets must have adequate pet insurance that covers illness, accident or loss while you are away, or a third party is caring for your pet. At a minimum, the insurance must cover third party legal liability, accident and vet fees.
  2. We require that your pet is up to date with all vaccinations, worm and flea treatments.
  3. 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.
  4. For dogs being boarded, any flea and worming treatment must be administered more than 24 hours prior to the dog being dropped off.
  5. 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.
  6. Dogs being boarded must be vaccinated and an original certificate must be presented as proof. We may require a copy of this. We accept a Titer test for Distemper, Hepatitis and Parvovirus (DHP) but boarded dogs will still need to be vaccinated against Kennel Cough and Leptospirosis. The initial test must be carried out within 3 years of a previous vaccine being administered. A Titer test must then be carried out at 12 monthly intervals to show immunity levels, and dogs revaccinated where advised.
  7. As a rule, we do not board bitches that are in season. If a bitch comes into season during a boarding or daycare booking, the following will apply:
    1. If no other dogs are present on the premises, she may remain for the duration of the booking. However, she will not be walked during this time.
    2. If other dogs are present, this presents a safety risk. In these circumstances, the dog must be collected immediately by the emergency contact.
  8. We are unable to walk bitches that are in season but We can provide visits instead.
  9. You warrant to Us that your dog is not a banned breed according to the list at https://www.gov.uk/control-dog-public/banned-dogs.
  10. We reserve the right to terminate this contract at any time if We or Our employee, in their sole discretion, determines that the owner’s animal poses a danger to the health or safety of itself, other pets, other people or the employee. If concerns prevent the employee from providing the Services, the owner authorises the animal to be placed in the care of another, with all charges (including but not limited to transportation, housing, tranquilising, treating, accessing and liability) to be the responsibility of the owner.
  11. We have a strict no-aggression policy for the safety of our team, 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 warrant 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.
  12. We reserve the right to cancel, shorten or offer an alternative service in extreme weather conditions, but on no less than 24 hours’ notice. These extreme weather conditions may include, but are not limited to, excessive heat, torrential rain, thunderstorms and snow or ice. We will make reasonable efforts to notify affected customers as soon as possible and provide alternative arrangements if feasible, or failing that, refund you in full.

Our Liability

  1. We are not responsible 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 in writing with you. For example, this includes collecting post or watering plants.
  2. 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.
  3. 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.
  4. We are not responsible for any loss of pets if they have access to an open cat flap, window or door within their own home.
  5. We are not 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.
  6. You understand that there is always a risk of injury to a dog, especially when other dogs are present. You agree not to hold Us liable for any illness, injury or incident whilst your animal is in Our care.
  7. 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 Us liable for any illness, injury or incident whilst your animal is in Our care or in between visits.
  8. We are not responsible for injury or illness to your pet if you fail to remove hazards or dangers from your home.
  9. We are not liable for any injuries that pets may sustain while being transported by us. This includes injuries that are direct, indirect, incidental or consequential, which may arise during transportation. You acknowledge that there are risks involved in pet transportation and agree to assume all responsibility for the risks associated with the transportation of your pet. We commit to handling all pets in line with animal safety guidelines as stated in The Highway Code.
  10. Animal boarders and those carrying out house sitting may leave the pet unattended in the home for a reasonable amount of time. We follow local authority licence conditions and DEFRA’s Code of Practice for the Welfare of Dogs, and dogs will not be left for more than three hours in a 24-hour period.
  11. You agree to notify Us of any concerns within 24 hours after any appointment. Please contact your branch; the details of which are provided in the Booking Confirmation. We will endeavour to respond to your concern as soon as practicably possible.
  12. Nothing in these Terms limits or excludes liability for death, personal injury or loss caused by Our negligence, fraud or fraudulent misrepresentation, or any other liability which cannot be excluded or limited under applicable law.

Termination

  1. Termination on Notice. We may terminate this agreement for any reason on five business days’ notice to you.
  2. 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.
  3. Termination for Insolvency. If either party becomes insolvent, bankrupt or enters receivership, dissolution or liquidation, either party may terminate this agreement with immediate effect.