HOLTY PAWS & HOOVES LTD
COMPREHENSIVE SERVICE AGREEMENT
Dog Walking, Pet Sitting, Cat Care, Small-Animal Care and Equine Care
Introduction
This Comprehensive Service Agreement (the “Agreement”) is between the Client and Holty Paws & Hooves Ltd (the “Service Provider”).
It applies to each booking accepted by the Service Provider. By ticking the acceptance box during the booking process, the Client confirms that they have read and accepted this Agreement. Electronic acceptance may be relied upon as evidence of the Client’s agreement.
The applicable booking confirmation, including the animals, services, dates, times, charges and any agreed special arrangements, forms part of this Agreement.
Nothing in this Agreement excludes or limits any right or liability that cannot lawfully be excluded or limited, including rights under the Consumer Rights Act 2015 and, where applicable, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
1. Services
1.1 The Service Provider may provide:
dog walking;
in-home pet sitting;
cat care;
small-animal care, including care of rabbits, guinea pigs, hamsters, reptiles, birds and ferrets;
equine care, including turnout, bringing in, mucking out, grooming, feeding, haying and welfare checks.
1.2 Services will be provided in accordance with the information and instructions supplied by the Client through the scheduling system or otherwise in writing.
1.3 The Service Provider may reasonably adjust the manner in which a service is delivered where necessary because of animal welfare, staff safety, public safety, weather, operational requirements or circumstances outside its reasonable control.
1.4 The Service Provider may decline a booking where it lacks suitable availability, expertise, equipment or staff, or where accepting the booking would create an unacceptable welfare or safety risk.
2. Booking Process
2.1 Bookings must be submitted through the Service Provider’s website or scheduling system unless otherwise agreed in writing.
2.2 The Client may be offered a service time block rather than a fixed arrival time. The precise arrival time may vary because of route planning, emergencies, weather, traffic, the needs of other animals or other operational requirements.
2.3 A meet-and-greet is mandatory for new Clients before services commence. The Service Provider may also require a further meeting before accepting a pet-sitting booking or a booking involving medical, behavioural, compatibility or handling issues.
2.4 Weekend, evening and bank-holiday charges may apply. Any applicable additional charges will be notified at booking or stated in the Service Provider’s published prices.
2.5 Bookings made within 24 hours of the requested service may incur a late-booking charge.
2.6 The Client is responsible for ensuring that all booking information is accurate, complete and current. Errors or omissions may affect service delivery and may result in additional charges, alteration of the service or cancellation.
2.7 The Client must notify the Service Provider promptly of any change affecting a booking, including changes to the animals, property, access arrangements, health, behaviour or required care.
3. Fees and Payment
3.1 Fees are calculated according to the Service Provider’s current prices and any booking-specific quotation.
3.2 For dog walking, cat care, small-animal care, equine care and other regular services, the Service Provider will invoice the Client for services booked and delivered. Unless otherwise agreed in writing, payment is due by the end of the calendar month in which the services were provided, by BACS or another payment method notified by the Service Provider.
3.3 For pet-sitting services only, the full booking fee must be received and cleared by the Service Provider at least 14 calendar days before the scheduled commencement of the pet-sitting booking.
3.4 The Service Provider is not required to commence or continue a pet-sitting booking unless the full fee has been received by the deadline in clause 3.3.
3.5 If the Client does not pay the pet-sitting fee by the deadline, the Service Provider may treat the booking as cancelled by the Client and apply the pet-sitting cancellation provisions in clause 5.
3.6 If an invoice for regular services is overdue, the Service Provider may suspend or cancel future services and may recover reasonable costs and interest only to the extent permitted by law.
3.7 The Service Provider may amend its prices by giving reasonable prior notice. A price change will not affect a booking already confirmed and paid for unless the Client agrees otherwise.
3.8 Previously applied rates, legacy pricing and discounts apply only where expressly confirmed in writing for the relevant booking.
3.9 The Client must reimburse reasonable expenses incurred for the animal’s welfare or the proper performance of the service, including veterinary charges, essential supplies, parking, tolls and agreed transport costs.
4. Pet Sitting
4.1 Pet sitting is an in-home service provided while the Client is away. A team member will attend and care for the animals identified in the booking confirmation at the Client’s property.
4.2 The booking confirmation may identify:
the dates and duration of the booking;
the animals included;
feeding, exercise and medication instructions;
overnight arrangements;
expected arrival and departure times;
emergency contacts and veterinary details;
additional pets and associated charges; and
any agreed additional duties.
4.3 The standard pet-sitting fee covers the dog or dogs identified in the booking confirmation. Additional pets attract additional charges, which will be confirmed before the booking is accepted. Additional charges may apply to each additional dog and to cats, small animals, birds, reptiles, equines or other animals requiring care.
4.4 The Service Provider offers up to 20 hours of pet-care cover in each 24-hour period, unless a different arrangement is expressly agreed in writing.
4.5 The 20-hour period is a maximum period of care cover and does not constitute a promise that a team member will remain continuously at the property for 20 hours.
4.6 Unless continuous supervision is expressly agreed in writing, the team member may leave the property for reasonable periods, including to:
obtain food, medication or other provisions;
visit or care for other animals, including animals that cannot safely or suitably be brought together;
attend another booking;
take meal, rest or personal breaks;
travel between bookings;
attend to an emergency, illness, injury, safety or security concern;
obtain or return essential equipment;
obtain or arrange veterinary care; or
leave where a dog or other animal is unsuitable or incompatible with the service, the team member, another animal or another location.
The Service Provider may also make other reasonable absences necessary for the safe, lawful and effective operation of its services.
4.7 The Client must disclose any animal that cannot safely be left alone, requires continuous supervision, is incompatible with other animals or presents a risk to a team member.
4.8 The Client must provide:
sufficient food, litter, bedding, medication and other supplies;
clear written care and medication instructions;
emergency and veterinary contact details;
working utilities;
safe and suitable accommodation where an overnight stay is booked; and
accurate information about the property and all animals present.
4.9 Unless expressly agreed in writing, pet sitting does not include childcare, security services, general cleaning, maintenance, gardening, transport or domestic duties unrelated to animal care.
4.10 The Service Provider may refuse to start, suspend or end a pet-sitting booking where:
the property is unsafe, inaccessible or unsanitary;
the Client has withheld material information;
an animal presents an undisclosed or unacceptable risk;
required supplies or access are unavailable;
the welfare of an animal or team member is endangered; or
the actual circumstances materially differ from those described at booking.
The Client remains responsible for charges properly incurred where the issue results from the Client’s act, omission or inaccurate information.
5. Cancellations, Refunds and Changes
5.1 The Client may cancel by notifying the Service Provider through the scheduling system or by email.
5.2 Regular Services
This clause applies to dog walking, cat care, small-animal care, equine care and other regular services, but not to pet-sitting bookings.
Cancellations made more than 48 hours before the scheduled service may be refunded or credited at the Service Provider’s discretion or as stated in the booking terms.
Cancellations made within 48 hours of the scheduled service are ordinarily chargeable in full.
No refund or credit is ordinarily payable because the Client returns early, changes personal plans or an animal is absent, unless the applicable cancellation period has been met or the Service Provider agrees otherwise in writing.
5.3 Pet-Sitting Services
The full pet-sitting fee must be paid in accordance with clause 3.3.
If the Client cancels more than 14 calendar days before commencement, the Service Provider may provide a refund or credit, less any agreed non-recoverable costs.
If the Client cancels within 14 calendar days before commencement, the amount paid is non-refundable and non-creditable.
The same non-refundable and non-creditable provision applies where the Client does not pay by the deadline, returns early, changes plans, or the animals are absent.
The provisions above are subject to any statutory right or remedy that cannot lawfully be excluded or restricted.
5.4 The parties acknowledge that the pet-sitting cancellation charge reflects reserved staff capacity, preparation, scheduling commitments and the potential loss of alternative bookings. It is not intended to exclude any non-excludable statutory right.
5.5 If the Service Provider cancels a pet-sitting booking before commencement, the Service Provider will provide the Client with a full refund of all sums paid for that booking.
5.6 The Service Provider may cancel or terminate a service after it has commenced because of an emergency, illness, unsafe conditions, undisclosed information or circumstances outside its reasonable control. Where appropriate, the Service Provider will refund or credit the amount attributable to services not provided, but not time already provided or reasonable costs already incurred.
5.7 The Service Provider may offer an alternative team member or revised arrangement. The Client is not required to accept a material change to the agreed service.
6. Client Responsibilities
The Client must:
provide accurate, complete and current information;
disclose behavioural, medical, environmental and access risks;
disclose all animals present at the property;
provide safe, suitable and properly maintained leads, collars, harnesses, tack, enclosures and equipment;
ensure that the property and animal environment are safe and secure;
provide sufficient food, medication and other supplies;
provide clear and complete written instructions;
ensure that animals are appropriately identified and legally compliant; and
notify the Service Provider promptly of relevant changes.
The Client remains responsible for the behaviour and actions of their animals, except to the extent caused by the Service Provider’s negligence or other breach of contract.
7. Property Access and Key Safes
7.1 The Service Provider is transitioning away from holding physical keys. New Clients must provide access through a secure, weather-resistant external key safe unless otherwise agreed in writing.
7.2 The Client is responsible for purchasing, installing and maintaining the key safe and providing an accurate working code.
7.3 The Client must update the Service Provider promptly if the access code changes.
7.4 The Service Provider is not responsible for failure caused by an incorrectly installed or defective key safe, an incorrect code or access arrangements controlled by the Client, except to the extent caused by the Service Provider’s negligence.
7.5 If access cannot be obtained because of an issue for which the Client is responsible, the appointment may be charged in full and reasonable additional attendance costs may apply.
8. Behaviour, Aggression and Safety
8.1 The Client must disclose all known or suspected risks, including:
aggression, biting or reactivity;
kicking, charging, striking or bolting;
resource guarding;
separation anxiety or escape behaviour;
previous attacks or incidents;
incompatibility with other animals; and
any condition requiring special handling.
8.2 The Service Provider may refuse, shorten, modify or terminate a service where an animal behaves aggressively, dangerously or unpredictably, or where the service cannot safely be performed.
8.3 If a dog displays aggressive or unacceptable behaviour during a walk, the Service Provider may terminate the walk and return the dog to the place from which it was collected, where reasonably practicable.
8.4 Dogs must wear suitable identification and be controlled using properly fitted equipment. Off-lead walking requires the Client’s prior authorisation and remains subject to safety considerations.
8.5 If a service is ended for safety reasons, the Client remains responsible for time provided and reasonable costs incurred. A refund will not ordinarily be available where the relevant risk resulted from information withheld or inaccurate information supplied by the Client.
9. Species-Specific Conditions
9.1 Dogs
The Client must provide properly fitted collars, leads and harnesses and disclose all restrictions, medical conditions and behavioural concerns.
9.2 Cats
The Client acknowledges that cats with outdoor access may roam, fail to return or be exposed to risks outside the Service Provider’s control.
9.3 Small Animals
The Client must provide suitable housing, temperature control, food and equipment. The Service Provider is not responsible for problems caused by defective housing, inadequate enclosures or unsuitable environmental conditions, except to the extent caused by its negligence.
9.4 Equines
The Client must disclose turnout restrictions, medical conditions, fencing defects, stable-management requirements and known behavioural risks. The Service Provider is not responsible for risks inherent in herd dynamics, field conditions or unpredictable equine behaviour, except to the extent caused by its negligence.
10. Additional Purchases
Where necessary for an animal’s immediate welfare or the proper performance of the service, the Service Provider may purchase essential items, including food, bedding, litter, medication or other provisions. The Client must reimburse the reasonable cost of those items.
11. Weather and Emergencies
11.1 The Service Provider will act reasonably in the interests of animal and staff safety. Walks may be shortened, postponed or replaced with indoor care or enrichment where conditions create a material risk, including heat, ice, storms or flooding.
11.2 The Service Provider may alter or suspend services because of emergencies, illness, severe weather, travel disruption, unsafe conditions or other circumstances outside its reasonable control.
12. House Cleanliness and Property Care
12.1 The Service Provider may clean minor animal accidents where reasonably practicable.
12.2 The Service Provider is not responsible for persistent odours, stains, excessive cleaning, maintenance, gardening or property damage caused by animals.
12.3 The Service Provider will not undertake domestic duties unrelated to the agreed animal-care services unless expressly agreed in writing.
13. Additional Visitors and Minors
13.1 The Client must inform household members and authorised visitors that the Service Provider will attend or stay at the property.
13.2 The Service Provider is not responsible for persons entering or remaining at the property unless they are its employees, contractors or authorised representatives.
13.3 The Service Provider will not ordinarily provide services at a property where a person under 18 is present without a responsible adult being present and supervising that person. If no responsible adult is present, the Service Provider may refuse entry, reschedule or cancel the appointment. Any applicable cancellation or attendance charges may apply, subject to the Client’s statutory rights.
14. Emergency Veterinary Care
14.1 The Client authorises the Service Provider to seek urgent veterinary attention where reasonably necessary.
14.2 The Service Provider may use the Client’s nominated veterinary practice or another suitable practice if the nominated practice is unavailable or immediate treatment is required.
14.3 The Client is responsible for veterinary fees, medication, transport and related costs, including costs paid by the Service Provider on the Client’s behalf.
14.4 The Service Provider may make urgent decisions where the Client or emergency contact cannot be reached promptly and delay may prejudice the animal’s welfare.
15. Illness and Contagious Conditions
The Client must immediately notify the Service Provider of:
illness affecting an animal;
suspected infectious disease;
contagious conditions; or
contagious illness affecting a household member.
The Service Provider may suspend, modify or cancel services where illness poses a material risk to animals, staff or other clients.
16. Liability and Indemnity
16.1 The Service Provider will perform the services with reasonable care and skill, as required by the Consumer Rights Act 2015.
16.2 Subject to clause 16.4, the Service Provider is not responsible for loss or damage caused by:
an animal’s pre-existing condition or age-related deterioration;
undisclosed behavioural or medical information;
an animal’s escape or outdoor activity;
an animal’s interaction with another animal;
defective equipment, fencing, enclosures or property conditions;
the acts or omissions of third parties; or
circumstances outside the Service Provider’s reasonable control.
16.3 The Client will indemnify the Service Provider against reasonable losses, claims and costs arising from the Client’s breach of this Agreement or the behaviour, condition or actions of an animal, except to the extent caused by the Service Provider’s negligence or breach of contract.
16.4 Nothing in this Agreement excludes or limits liability for:
death or personal injury caused by negligence;
fraud or fraudulent misrepresentation;
breach of statutory rights that cannot lawfully be excluded or limited; or
any other liability that cannot lawfully be excluded or limited.
16.5 Subject to clause 16.4, the Service Provider’s total liability arising from a particular booking is limited to the fees paid or payable for that booking.
17. Insurance
17.1 The Service Provider maintains business insurance, including public liability insurance, subject to the policy terms, exclusions and limits.
17.2 Insurance does not guarantee compensation for every loss and does not extend cover beyond the insured services or policy terms.
17.3 The Client is responsible for adequately insuring the animals, property and contents.
18. Privacy and Data Protection
The Service Provider will process personal data in accordance with applicable data-protection law, including the Data Protection Act 2018 and the UK GDPR.
Personal data may be used for booking administration, service delivery, communication, payment, safety, record-keeping and legal compliance. The Service Provider will retain personal data only for as long as reasonably required or legally necessary.
19. Complaints
The Client should raise any complaint promptly with the Service Provider, providing relevant details and supporting information. The Service Provider will investigate and respond within a reasonable period.
20. General
20.1 If any provision is found to be invalid or unenforceable, the remaining provisions will continue in effect.
20.2 A failure or delay in exercising a right does not waive that right.
20.3 The Service Provider may use suitably qualified employees or contractors to perform the services.
20.4 This Agreement and the applicable booking confirmation constitute the agreement between the parties concerning the services.
20.5 Any variation to a booking must be agreed in writing. Any variation to this Agreement will be notified to the Client and will apply to future bookings unless otherwise stated.
21. Governing Law and Jurisdiction
This Agreement is governed by the law of England and Wales.
Subject to any mandatory consumer jurisdiction rules, the courts of England and Wales will have jurisdiction over disputes arising from or in connection with this Agreement.
22. Digital Acceptance
By ticking the agreement box during booking, the Client confirms that they:
have read, understood and accepted this Agreement;
agree to be legally bound by its terms;
acknowledge that digital acceptance may constitute an electronic signature; and
understand that these terms apply to future bookings until amended or replaced.