Holiday Pet Care – Client Service Agreement
By confirming a booking with Holiday Pet Care, the client agrees to the following Terms & Conditions.
Client Responsibilities
The client agrees to provide all necessary keys, access details, and instructions required for Holiday Pet Care to carry out the agreed services.
The client authorises Holiday Pet Care to seek veterinary treatment for their pet in the event of illness, injury, or emergency where the owner cannot be contacted immediately. Every reasonable effort will be made to contact the owner or nominated emergency contact prior to arranging veterinary care.
The client accepts full responsibility for all veterinary fees and associated costs, including transportation, additional visits, medications, food, or emergency supplies required during the booking period. Receipts will be provided upon request.
The client agrees to disclose any behavioural concerns, medical conditions, aggression, anxiety, escape tendencies, or other relevant information relating to their pet prior to the commencement of services. Holiday Pet Care reserves the right to decline or terminate services where a pet presents a safety risk to the pet sitter, other animals, or members of the public.
The client accepts full responsibility for any injury, loss, damage, or claim caused by their pet during the booking period and agrees to indemnify Holiday Pet Care against any third-party claims arising from their pet’s behaviour.
Any concerns or complaints regarding services provided must be communicated within 24 hours of the booking ending. Holiday Pet Care will endeavour to respond within 48 hours.
The client agrees to inform Holiday Pet Care if:
- Any other person will access the property during the booking period
- CCTV or internal cameras are installed at the property
- Security systems or alarms are active within the home
The client must ensure all provided keys are functional and correctly labelled prior to the commencement of services.
Holiday Pet Care Responsibilities
Holiday Pet Care agrees to provide professional, reliable, compassionate, and trustworthy pet care services in accordance with the agreed booking details.
All services will be carried out with the highest possible standard of care and in accordance with current pet industry practices and animal welfare expectations.
Holiday Pet Care will only allow dogs off lead where written consent has been provided by the client.
In the event of illness, emergency, or unforeseen circumstances preventing the assigned pet sitter from attending, the client will be notified as soon as possible. With client approval, an alternative pet sitter may be arranged where appropriate.
Holiday Pet Care accepts no responsibility for:
- Pets escaping through unsecured access points
- Faulty or improperly fitted collars, harnesses, gates, or leads
- Injury, illness, disappearance, death, or accidents involving pets with unsupervised outdoor access
- Damage caused by pets to the client’s home or property during the booking period
- Loss, theft, or damage where third parties have access to the property unless negligence by Holiday Pet Care can be proven
Holiday Pet Care agrees to keep all client information, keys, alarm codes, and personal details secure and confidential at all times.
Emergency Care
In the event of an emergency, Holiday Pet Care will attempt to contact the owner using the contact details provided. If the owner cannot be reached, the nominated emergency contact will be contacted.
Where immediate veterinary treatment is required and no contact can be made, Holiday Pet Care is authorised to transport the pet to the client’s nominated veterinarian or nearest appropriate veterinary clinic.
All veterinary and associated costs remain the responsibility of the client.
Cancellations
A minimum of two weeks’ notice is required for cancellation of pet sitting or overnight bookings.
Cancellations made within two weeks of the booking commencement date may incur the full booking fee, as reserved dates may be difficult to refill at short notice.
Where a client returns home earlier than scheduled, the full booking amount remains payable to cover the reserved service period.
Holiday Pet Care reserves the right to cancel or terminate services at its discretion where safety concerns, undisclosed behavioural issues, or breaches of these Terms & Conditions occur.
Payments
Invoices will generally be issued prior to the commencement of services and payment is required in full no later than 3 days before the booking start date unless otherwise agreed in writing.
Payments may be made via:
- Bank transfer
- Cash
- Online payment through Mad Paws
Where cash payment arrangements have been approved, payment must be available for collection on the first day of service.
Late payments may incur additional fees where applicable.
Referral Program
Clients who refer a new customer to Holiday Pet Care may receive a 10% discount on their next booking. The referred client must also mention the referral at the time of booking to receive their discount.
Only one referral discount may be applied per booking.
Agreement
These Terms & Conditions apply to each individual booking and may be updated periodically by Holiday Pet Care.
By confirming a booking, the client acknowledges they have read, understood, and agreed to these Terms & Conditions.