These Terms of Business are the standard terms which apply to all branches of We Love Pets. Please read them carefully and ensure that you understand and agree to them. If you have any questions, please contact us.
Any reference to ‘us’, ‘we’ or ‘our’ means your local branch of We Love Pets. Any reference to ‘Form’ means the ‘Service, Information and Agreement’ Form, used to book a Service from us. Any reference to ‘Service’ means a pet service detailed at www.welovepets.co.uk/serviceswhich you have booked in the Form.
1. Contract & Order
a. These ‘Terms of Business’, the Form and the ‘Service Agreement’ forms our Contact and Agreement with you.
b. 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.
c. 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.
d. No Service will be confirmed until we have conducted a visit to your property and met with your pet.
a. The price of the Service will be the price detailed on our branch website at the time of booking the Service.
b. All prices are
2.b.1 In Pound Sterling (£), and
2.b.2 are exclusive of VAT unless otherwise stated.
c. We take all reasonable care to ensure that the price of the Service stated on our website are correct and UpToDate.
d. We will notify you in writing with notice of 14 days of any price increase. You may cancel the service within 7 days of this notice if you are unhappy with the price increase.
a. We will invoice you for the Service provided.
b. You must pay each invoice within 7 days of receiving it.
c. We accept the following methods of payment:
3.c.1 BACS; and
d. If payment is made by cheque, the cheque must clear within 14 days of the invoice date.
e. We reserve the right to pass on the bank’s administrative fees for processing the cheque, in addition to the cost of the service.
f. If you do not pay an invoice by the due date we may:
3.f.1 charge you interest on the overdue sum at the rate of 8% 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
3.f.2 send you remind letters charged at £12 per letter until the debt is paid off.
g. If you have promptly contacted Us to dispute an invoice in good faith, we will not charge interest while such a dispute is ongoing.
h. 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 We Love Pets favour).
4. Our Services
a. 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 the Service Agreement.
b. 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.
5. Problems with Our Service
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.
6. Complaints and Feedback
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.
If you wish to complain about any aspect of you dealings with us, please contact us by email or telephone.
7. Your Rights to Cancel a Pet Service
a. Dog walks and pop-in visits must be cancelled with at least two working days’ notice.
b. Cancellations need to be made by email to the branch responsible for your booking.
c. If you cancel outside the notice period detailed in this Clause 7, we have the right to charge you in full for the service.
d. You agree to provide a 50% non-refundable deposit, at the time of booking, for any home boarding, daycare, pet sitting or house sitting.
e. If you cancel any home boarding, daycare, pet sitting or house sitting within one calendar month of the booking start date, you will be charged the full amount.
8. Events Outside of Our Control (Force Majeure)
We will not be liable for any failure or delay in performing our obligations under the Contract where the failure or delay results from any cause that is beyond our reasonable control. Such causes include, but are not limited to: power failure, internet service provider failure, strikes, lock-outs or other industrial action by third parties, riots and other civil unrest, fire, explosion, flood, storms, earthquakes, subsidence, acts of terrorism (threatened or actual), acts of war (declared, undeclared, threatened, actual or preparations for war), epidemic or other natural disaster, or any other event that is beyond our reasonable control.
9. Other Important Terms
a. We may from time to time change these Terms of Business without giving you notice.
b. 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 workers.
c. In the event that your elected We Love Pets employee or branch owner terminates their employment or association with the branch this Contact between us and you will remain in place on the same terms.
d. If any provision of the Service Agreement or these Terms of Business is held by any Court to be invalid or unenforceable in whole or in part the validity of the other provisions of the Contract and the remainder of the provision in question will not be affected.
e. 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 and you acknowledge and accept that any reliance upon such information shall be at your own risk.
h. 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.
10. Law and Jurisdiction
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.
Service Agreement This Service Agreement contains the terms which are applicable to all branches of We Love Pets. Please read them carefully and ensure that you understand and agree to them. If you have any questions, please contact us.
Any reference to ‘us’, ‘we’ or ‘our’ means your local branch of We Love Pets.
Any reference to ‘you’ is its natural meaning: you the customer.
Any reference to ‘Service’ means a pet service detailed at http://www.welovepets.co.uk/services which you have booked.
(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 ‘Service Information Order Form’ (“Form”) constitute a Contract between us and you.
What we will do for you
1. We agree to provide our services in a reliable, caring and trustworthy manner.
2. Provide you with our full details in the Form, including; address, branch name, contacts details and Vat number (if applicable).
What you agree to do
3. You agree to pay the rates that are in effect at the time your pet is in our care.
4. You agree to provide at least two working days’ notice of cancellation, to avoid being charged in full.
5. You agree to provide us with all information necessary for the satisfactory performance of our services, including any dietary, nutritional or exercise requirements of the pet and any other instructions for the wellbeing of the animal.
6. You are responsible for supplying the necessary, safe equipment, medication, food and supplies needed for the care of your animals.
7. 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.
8. 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.
9. 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 utilise an alternative veterinarian in the event your regular veterinarian is unavailable, doesn’t 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.
10. 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. 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.
11. You will be responsible for any medical expenses and damages resulting from an injury to persons or animals by the pet.
12. You agree to indemnify us in the event of a claim by any other person injured by the pet.
13. Upon termination of your contract with us, for a period of 6 months you agree not to contact any member of our staff (past or present) requesting them to provide pet care services.
14. We require that your pet should be up to date with all vaccinations, worm and flea 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. For dogs being boarded, any flea and worming treatment must be administered more than 24 hours prior to the dog being dropped off.
15. 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.
16. 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.
17. 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.
18. We reserve the right to terminate this contract at any time if we or the employee, in his/her sole discretion determines that 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 caring for the pet, the owner authorises the animal to be placed in 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.
19. 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.
20. 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.
21. 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.
22. 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.
23. 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.
24. 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.
25. 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.
26. We shall not be held responsible for injury or illness to your pet if you fail to remove hazards or dangers from your home.
27. All animal boarders will hold an animal boarding licence. Animal boarders 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 pets will not be left for more than three hours at a time.
28. You agree to notify us of any concerns within 24 hours after any appointment. Please contact your branch.
1.1 We are committed to safeguarding the privacy of our website visitors and service users.
1.2 This policy applies where we are acting as a data controller with respect to the personal data of our website visitors and service users; in other words, where we determine the purposes and means of the processing of that personal data.
1.4 Our system incorporates privacy controls which affect how we will process your personal data. By using the privacy controls, you can specify whether you would like to receive direct marketing communications and limit the publication of your information by noting so on the registration forms.
1.5 In this policy, “we”, “us” and “our” refer to We Love Pets Ltd.
2. How we use your personal data
2.1 In this Section 2 we have set out:
(a) The general categories of personal data that we may process;
(b) In the case of personal data that we did not obtain directly from you, the source and specific categories of that data;
(c) The purposes for which we may process personal data; and
(d) The legal bases of the processing.
2.2 We may process [data about your use of our website and services] (“usage data”). The usage data may include [your IP address, geographical location, browser type and version, operating system, referral source, length of visit, page views and website navigation paths, as well as information about the timing, frequency and pattern of your service use]. The source of the usage data is our analytics tracking system
2.3 We may process “account data” The account data may include your name and email address. The account data may be processed for the purposes of operating our website, providing our services, ensuring the security of our website and services, maintaining back-ups of our databases and communicating with you. The legal basis for this processing is the proper administration of our website and business.
2.4 We may process your information included in your personal profile on our website “profile data” The profile data may include your name, address, telephone number, email address, and employment details. The profile data may be processed for the purposes of enabling and monitoring your use of our website and services. The legal basis for this processing is the proper administration of our website and business.
2.5 We may process your personal data that are provided in the course of the use of our services (“service data”). The service data may include email addresses, names, and employer. The source of the service data is you or your agent. The service data may be processed for the purposes of operating our website, providing our services, ensuring the security of our website and services, maintaining back-ups of our databases and communicating with you. The legal basis for this processing is the proper administration of our website.
2.6 We may process information that you post for publication on our website or through our services (“publication data”). The publication data may be processed for the purposes of enabling such publication and administering our website and services.
2.7 We may process information contained in any enquiry you submit to us regarding goods and/or services (“enquiry data”). The enquiry data may be processed for the purposes of offering, marketing and selling relevant goods and/or services to you. The legal basis for this processing is your consented supply or your agent’s consented supply of data to us.
2.8 We may process information relating to our customer relationships, including customer contact information (“customer relationship data”). The customer relationship data may include your name, your employer, your job title or role, your contact details, and information contained in communications between us and you, your agent, or your employer. The source of the customer relationship data is you, your agent, or your employer. The customer relationship data may be processed for the purposes of managing our relationships with customers, communicating with customers, keeping records of those communications and promoting our products and services to customers. The legal basis for this processing is the proper management of our customer relationships.
2.9 We may process information relating to transactions, including purchases of goods and services, that you enter into with us and/or through our website (“transaction data”). The transaction data may include your contact details, your card details and the transaction details. The transaction data may be processed for the purpose of supplying the purchased goods and services and keeping proper records of those transactions. The legal basis for this processing is the performance of a contract between you and us and/or taking steps, at your request, to enter into such a contract and our legitimate interests, namely the proper administration of our website and business.
2.10 We may process information that you provide to us for the purpose of subscribing to our email notifications and/or newsletters (“notification data”). The notification data may be processed for the purposes of sending you the relevant notifications and/or newsletters.
2.11 We may process information contained in or relating to any communication that you send to us (“correspondence data”). The correspondence data may include the communication content and metadata associated with the communication. Our website will generate the metadata associated with communications made using the website contact forms. The correspondence data may be processed for the purposes of communicating with you and record-keeping. The legal basis for this processing is our legitimate interests, namely the proper administration of our website and business and communications with users.
2.12 We may process any of your personal data identified in this policy where necessary for the establishment, exercise or defence of legal claims, whether in court proceedings or in an administrative or out-of-court procedure. The legal basis for this processing is our legitimate interests, namely the protection and assertion of our legal rights, your legal rights and the legal rights of others.
2.13 We may process any of your personal data identified in this policy where necessary for the purposes of obtaining or maintaining insurance coverage, managing risks, or obtaining professional advice. The legal basis for this processing is our legitimate interests, namely the proper protection of our business against risks.
2.14 In addition to the specific purposes for which we may process your personal data set out in this Section 2, we may also process any of your personal data where such processing is necessary for compliance with a legal obligation to which we are subject, or in order to protect your vital interests or the vital interests of another natural person.
2.15 Please do not supply any other person’s personal data to us, unless we prompt you to do so.
3. Providing your personal data to others
3.1 We may disclose your personal data to any member of our group of companies (this means our subsidiaries, our ultimate holding company and all its subsidiaries) insofar as reasonably necessary for the purposes, and on the legal bases, set out in this policy. Our group companies consist of; We Love Pets Ltd, We Love Nutrition Ltd, We Love Training Ltd.
3.2 We may disclose your personal data to our insurers and/or professional advisers insofar as reasonably necessary for the purposes of obtaining or maintaining insurance coverage, managing risks, obtaining professional advice, or the establishment, exercise or defence of legal claims, whether in court proceedings or in an administrative or out-of-court procedure.
3.4 In addition to the specific disclosures of personal data set out in this Section 2, we may disclose your personal data where such disclosure is necessary for compliance with a legal obligation to which we are subject, or in order to protect your vital interests or the vital interests of another natural person. We may also disclose your personal data where such disclosure is necessary for the establishment, exercise or defence of legal claims, whether in court proceedings or in an administrative or out-of-court procedure.
4. Retaining and deleting personal data
4.1 This Section 4 sets out our data retention policies and procedures, which are designed to help ensure that we comply with our legal obligations in relation to the retention and deletion of personal data.
4.2 Personal data that we process for any purpose or purposes shall not be kept for longer than is necessary for that purpose or those purposes.
4.3 We will retain your personal data as follows:
(a) For a minimum period of 2 years, and for a maximum period of 10 years.
4.4 Notwithstanding the other provisions of this Section 3, we may retain your personal data where such retention is necessary for compliance with a legal obligation to which we are subject, or in order to protect your vital interests or the vital interests of another natural person.
5.1 We may update this policy from time to time by publishing a new version on our website.
5.2 You should check this page occasionally to ensure you are happy with any changes to this policy.
6. Your rights
6.1 In this Section 6, we have summarised the rights that you have under data protection law. Some of the rights are complex, and not all of the details have been included in our summaries. Accordingly, you should read the relevant laws and guidance from the regulatory authorities for a full explanation of these rights.
6.2 Your principal rights under data protection law are:
(a) The right to access;
(b) The right to rectification;
(c) The right to erasure;
(d) The right to restrict processing;
(e) The right to object to processing;
(f) The right to data portability;
(g) The right to complain to a supervisory authority; and
h) The right to withdraw consent.
6.3 You have the right to confirmation as to whether or not we process your personal data and, where we do, access to the personal data, together with certain additional information. That additional information includes details of the purposes of the processing, the categories of personal data concerned and the recipients of the personal data. Providing the rights and freedoms of others are not affected, we will supply to you a copy of your personal data. The first copy will be provided free of charge, but additional copies may be subject to a reasonable fee.
6.4 You have the right to have any inaccurate personal data about you rectified and, taking into account the purposes of the processing, to have any incomplete personal data about you completed.
6.5 In some circumstances you have the right to the erasure of your personal data without undue delay. Those circumstances include: the personal data are no longer necessary in relation to the purposes for which they were collected or otherwise processed; you withdraw consent to consent-based processing; you object to the processing under certain rules of applicable data protection law; the processing is for direct marketing purposes; and the personal data have been unlawfully processed. However, there are exclusions of the right to erasure. The general exclusions include where processing is necessary: for exercising the right of freedom of expression and information; for compliance with a legal obligation; or for the establishment, exercise or defence of legal claims.
6.6 In some circumstances you have the right to restrict the processing of your personal data. Those circumstances are: you contest the accuracy of the personal data; processing is unlawful but you oppose erasure; we no longer need the personal data for the purposes of our processing, but you require personal data for the establishment, exercise or defence of legal claims; and you have objected to processing, pending the verification of that objection. Where processing has been restricted on this basis, we may continue to store your personal data. However, we will only otherwise process it: with your consent; for the establishment, exercise or defence of legal claims; for the protection of the rights of another natural or legal person; or for reasons of important public interest.
6.7 You have the right to object to our processing of your personal data on grounds relating to your particular situation, but only to the extent that the legal basis for the processing is that the processing is necessary for: the performance of a task carried out in the public interest or in the exercise of any official authority vested in us; or the purposes of the legitimate interests pursued by us or by a third party. If you make such an objection, we will cease to process the personal information unless we can demonstrate compelling legitimate grounds for the processing which override your interests, rights and freedoms, or the processing is for the establishment, exercise or defence of legal claims.
6.8 You have the right to object to our processing of your personal data for direct marketing purposes (including profiling for direct marketing purposes). If you make such an objection, we will cease to process your personal data for this purpose.
6.9 You have the right to object to our processing of your personal data for scientific or historical research purposes or statistical purposes on grounds relating to your particular situation, unless the processing is necessary for the performance of a task carried out for reasons of public interest.
6.10 To the extent that the legal basis for our processing of your personal data is:
(a) Consent; or
(b) That the processing is necessary for the performance of a contract to which you are party or in order to take steps at your request prior to entering into a contract,
And such processing is carried out by automated means, you have the right to receive your personal data from us in a structured, commonly used and machine-readable format. However, this right does not apply where it would adversely affect the rights and freedoms of others.
6.11 If you consider that our processing of your personal information infringes data protection laws, you have a legal right to lodge a complaint with a supervisory authority responsible for data protection. You may do so in the EU member state of your habitual residence, your place of work or the place of the alleged infringement.
6.12 To the extent that the legal basis for our processing of your personal information is consent, you have the right to withdraw that consent at any time. Withdrawal will not affect the lawfulness of processing before the withdrawal.
6.13 You may exercise any of your rights in relation to your personal data by written notice to us in addition to the other methods specified in this Section 4.
7. About cookies
7.1 A cookie is a file containing an identifier (a string of letters and numbers) that is sent by a web server to a web browser and is stored by the browser. The identifier is then sent back to the server each time the browser requests a page from the server.
7.2 Cookies may be either “persistent” cookies or “session” cookies: a persistent cookie will be stored by a web browser and will remain valid until its set expiry date, unless deleted by the user before the expiry date; a session cookie, on the other hand, will expire at the end of the user session, when the web browser is closed.
7.3 Cookies do not typically contain any information that personally identifies a user, but personal information that we store about you may be linked to the information stored in and obtained from cookies.
8. Cookies that we use
9. Cookies used by our service providers
10. Managing cookies
10.1 Most browsers allow you to refuse to accept cookies and to delete cookies. The methods for doing so vary from browser to browser, and from version to version. You can however obtain up-to-date information about blocking and deleting cookies via these links: