Terms & Conditions

Surrey Pet Care and its employees agree to provide services stated in this contract in a reliable and trustworthy manner.  In consideration of these services and as an express condition thereof, the client expressly waives any and all claims against Surrey Pet Care or its employees, unless arising from gross negligence on the part of Surrey Pet Care.
 
Surrey Pet Care cannot be held responsible for dogs that cause damage to furniture, carpet, flooring/woodwork or walls. 
 
Surrey Pet Care cannot be responsible for dogs that bite, suffer an accidental death or escape from faulty fencing or from inside the home due to faulty screens, doors, etc.
 
Surrey Pet Care cannot be responsible for any complications dogs may suffer or actions of dogs while they are unattended.
 
Surrey Pet Care shall not be held responsible for the loss, injury, death, or actions of any dog that the client has let outside or has instructed the walker to allow outside while walker is not there. 
 
The client understands that all dogs must have a veterinarian and must be up to date vaccinations.  The client agrees to reimburse Surrey Pet Care for all costs (including, but not limited to, medical care and lost wages) associated with contracting any ailments while exposed to dog(s).
 
Surrey Pet Care does not accept aggressive animals. The client agrees to be responsible for all costs (including, but not limited to, medical care etc) if client's dog should bite another person or animal.
 
All animals must be transported in a crate or seat belt provided by Surrey Pet Care or the client.
 
All dogs must be accompanied by a lead. The client understands the dog may be walked on or off lead while on walks, when it is safe to do so (with the clients' written consent). In addition, the client understands and accepts that dogs may be walked in groups.
 
Surrey Pet Care does not accept aggressive dogs. The client understands that any known behavioural and/or aggression problems must be expressed. The client is solely responsible for any harm caused by their dog to any employees, other dogs/owners, or property.
 
Surrey Pet Care will not be responsible for any keys the client has asked to be mailed.
 
Cancellation Policy:

 

As you all know, our main aim is that SPC provides a small, friendly and flexible yet professional service. Day care numbers and spaces are limited so that we achieve this goal. As a result places are in very high demand and Ad Hoc places are allocated on a ‘first come first serve’ basis when available. Therefore it is now necessary to introduce a 24-hour cancellation policy to ensure optimisation of available spaces for all services. If less than 24 hours notice of cancellation is given you will be charged full price for that service.

Boarding & Comfort visits require a 25% non-refundable booking deposit payable at the time of booking to secure your service. The full balance is then due 14 days prior to the commencement of the service. If more than 14 days notice of cancellation is given no fee is chargeable. If less than 14, but more than 7 days notice of cancellation is given then 50% of the fee is chargeable. If less than 7 days notice of cancellation is given then 100% of fee is chargeable.

Surrey Pet Care reserves the right to deny ANY service or terminate ANY service at ANY time because of safety concerns, financial concerns, or inappropriate or uncomfortable situations.
 
Business Hours:

 

Business and visiting hours fall between the hours of 9 a.m. and 6 p.m. and services are usually completed during this time unless we are behind schedule. Surrey Pet Care cannot accept time specific calls as we cannot guarantee specific times accurately. We believe that a two hour window is acceptable.
 
Emergencies: 
 
The client authorises Surrey Pet Care to take their dog to the vet if necessary.
 
The client agrees to authorises Surrey Pet Care to handle any emergencies that may arise. Surrey Pet Care will make every effort to contact the client. In the event that the client cannot be contacted, the client authorises Surrey Pet Care to use their best judgment and to be available at an hourly rate of £15 to oversee the circumstances.
 
Surrey Pet Care requires the client to have a responsible party to take care of your dog(s) in the event of unforeseen circumstances such as illness and in the event of inclement weather or a natural disaster.  It is advisable that your emergency contact is a neighbour so that they can reach your home. Surrey Pet Care  will be as flexible as possible but is not responsible for dogs in these circumstances. 
 
Payment Arrangement: An invoice will be sent to you within one week after services are rendered.  Payment is expected within 14 days of the receiving invoice, late payment incurs a £12 charge.

Please note: we require 1 months notice period if you wish to leave.