Terms and Conditions for Robyn Victoria – Dog Sitting Services
Please read our terms carefully. In paying for and proceeding to use our services, you are accepting our terms in full without variation.
DEFINITIONS
The Service Provider The Service Provider is Robyn Fairlie, trading as ‘Robyn Victoria – Canine Behaviour’ (the “Business”, “Us” or “We”), together with any assistants or sub-contractors engaged by the Business to help provide the Services.
The Client The Client is the owner, keeper or person in charge of the dog(s) for which the Services are sought, and is the person purchasing the Services as named on the booking or invoice.
The Dog The Dog is the dog(s) that is the responsibility of the Client during the period when Services are supplied by the Service Provider.
The Services The Services comprise dog sitting and care provided by the Service Provider on behalf of the Client, generally in the Client’s absence. Services may include day sitting, overnight/live-in sitting, feeding, exercising, medication administration, garden/toilet breaks, enrichment and other agreed extras.
1. SERVICES
1.1 The Service Provider shall perform the Services in an attentive, reliable and caring manner, using all reasonable skill and care, having due regard to the information supplied by the Client.
1.2 The Service Provider will follow reasonable instructions provided by the Client, provided those instructions are compatible with the Services and do not compromise the safety or welfare of the Dog, the Service Provider or any other person or animal.
1.3 The Service Provider will notify the Client of any incident or event that could potentially give rise to a claim, injury, illness or other significant concern involving the Dog whilst the Dog is in the Service Provider’s care.
1.4 The Client understands that dog sitting is a care service and that the Service Provider cannot guarantee that the Dog will behave exactly as it does when the Client is present. Changes to routine, environment and the Client’s absence may affect behaviour.
2. CLIENT’S OBLIGATIONS
2.1: The Client shall provide all information reasonably necessary for the safe and appropriate provision of the Services, including the Dog’s routine, feeding requirements, medical history, behavioural history, exercise needs, emergency contacts and veterinary details.
2.2: The Client confirms that all information provided is true, accurate and kept up to date.
2.3: The Client must disclose any history of aggression, biting, escape attempts, resource guarding, reactivity, separation-related behaviour, destructive behaviour or any other behaviour that may affect the safe provision of the Services.
2.4: The Client confirms that all vaccinations, treatments, licences, permits and other requirements which they are legally obliged to maintain in relation to the Dog have been obtained.
2.5: The Client shall ensure the Service Provider has safe and reliable access to the Client’s home and any other agreed locations at the agreed times.
2.6: The Client authorises the Service Provider to obtain emergency veterinary care where reasonably necessary for the Dog’s welfare. The Service Provider will make reasonable efforts to contact the Client first where circumstances allow.
2.7: The Client is responsible for veterinary, medical, transport and other reasonable costs incurred in connection with emergency care or additional visits required for the Dog.
2.8: The Client will provide sufficient food, treats, medication, cleaning materials, poo bags and other supplies reasonably required for the duration of the booking.
2.9: The Client must provide working keys/access arrangements and clear instructions for alarms, locks, key safes and other security systems.
2.10: The Client must inform the Service Provider of any cameras, webcams or recording devices located inside or outside the property. Failure to disclose such devices may result in the Services being cancelled.
3. FEES AND PAYMENT
3.1: Our prices are as advertised at the time of booking. Any additional services or expenses will be charged at the advertised or agreed rate.
3.2: Payment is required in advance unless otherwise agreed in writing.
3.3: The Client agrees to reimburse the Service Provider for reasonable additional costs incurred during the booking, including emergency veterinary care, transport, additional visits, food or supplies, on production of a receipt where applicable.
3.4: The Client remains responsible for all Fees and additional costs regardless of whether they intend to recover any amount through an insurance policy.
4. CANCELLATIONS AND CHANGES TO BOOKINGS
4.1: If the Client needs to cancel or postpone a booking, they must provide notice in writing as soon as possible.
4.2: Where less than 48 hours’ notice is provided, the booking fee will be forfeited.
4.3: The Service Provider may apply a cancellation charge where a booking is cancelled with less than 7 days’ notice, reflecting the time reserved and opportunity to accept other work.
4.4: Booked and confirmed dates are not guaranteed to be transferable to alternative dates. Any amended dates are subject to availability and may need to be booked afresh.
4.5: If the Service Provider needs to cancel or is unable to provide the Services, reasonable notice will be given wherever possible and an alternative arrangement or refund of affected Fees will be offered, subject to the circumstances.
5. DOG WELFARE, HEALTH AND SAFETY
5.1: The welfare of the Dog is our highest priority. We will use kind and humane handling and will take reasonable steps to maintain the Dog’s normal routine while the Client is away.
5.2: The Client is responsible for ensuring the Dog is fit and well enough for the Services. The Service Provider reserves the right not to provide care for a Dog with a contagious illness or disease, or where providing the Services would reasonably present a safety or welfare risk.
5.3: If the Dog becomes unwell or injured, the Service Provider will contact the Client as soon as reasonably practicable. In an emergency, the Service Provider may arrange veterinary treatment in the best interests of the Dog.
5.4: Any veterinary bills and reasonable associated costs incurred during the booking remain the Client’s responsibility.
5.5: The Service Provider may decline or terminate a booking where the Dog’s behaviour presents an unacceptable risk to people, other animals, the Dog or property, particularly where relevant behaviour has not been disclosed in advance.
5.6: Where necessary for safety, the Service Provider may contact a veterinary professional, emergency service, animal welfare organisation or other appropriate authority.
6. LIABILITY AND LIMITATIONS
6.1: The Client accepts responsibility for the Dog’s behaviour, characteristics and any risks arising from information that has not been disclosed to the Service Provider.
6.2: The Client will be responsible for damage or injury caused by the Dog to the Service Provider, any assistant or sub-contractor, another person, another animal or property, except to the extent caused by the negligence of the Service Provider.
6.3: The Service Provider will take reasonable care of the Dog but cannot be held responsible for loss, illness, injury or death occurring during the Services unless caused by the Service Provider’s negligence or where liability cannot legally be excluded.
6.4: The Service Provider is not responsible for loss or damage to the Client’s property arising from the acts or omissions of third parties who have access to the property before, during or after the booking.
6.5: The Client is responsible for ensuring appropriate insurance is in place for the Dog, home and possessions and should check whether their home insurer needs to be informed that a dog sitter will have access to the property.
6.6: Nothing in these terms limits or excludes liability for fraudulent misrepresentation, death or personal injury caused by negligence, or any other liability which cannot legally be limited or excluded.
7. EMERGENCY VETERINARY CARE
7.1: The Client authorises the Service Provider to arrange veterinary assessment or treatment where, in the Service Provider’s reasonable opinion, this is necessary for the Dog’s welfare.
7.2: The Service Provider will make reasonable efforts to use the Dog’s usual veterinary practice wherever practical and will attempt to contact the Client before treatment where circumstances allow.
7.3: If the usual veterinary practice is unavailable, the Service Provider may use an alternative veterinary practice or emergency service.
7.4: All veterinary fees, medication, transport and reasonable additional care costs are payable by the Client.
8. HOUSE CARE, CLEANLINESS AND PROPERTY
8.1: The Service Provider will clean up after the Dog to the best of their ability and will leave the property in a reasonably clean and tidy condition.
8.2: The Client shall provide suitable cleaning materials and clear instructions for their location.
8.3: The Service Provider cannot be held responsible for stains, marks or damage caused by vomit, fouling or other accidents by the Dog, or for damage arising from reasonable attempts to clean such incidents.
8.4: Any significant damage to the property or possessions caused by the Dog will be recorded and, where appropriate, reported to the Client as soon as reasonably practicable.
9. MEDICATION
9.1: The Client must provide complete and accurate instructions regarding any medication, medical condition or treatment required by the Dog.
9.2: Medication must be supplied in its original packaging where reasonably possible and clearly labelled with the Dog’s name and instructions.
9.3: The Service Provider will follow the instructions provided by the Client but cannot accept responsibility for complications arising from an undisclosed condition or from medication supplied with incomplete or inaccurate instructions.
10. KEYS, ACCESS AND HOME SECURITY
10.1: Where keys are provided, the Client is responsible for ensuring that they are correct and working. Where keys are retained by the Service Provider, they will be stored securely and returned as agreed.
10.2: The Client must provide clear instructions for alarms, gates, locks, key safes and other security arrangements.
10.3: The Service Provider is not responsible for issues arising from incorrect, incomplete or outdated access or security information supplied by the Client.
10.4: The Client will be responsible for reasonable additional costs arising from failed access, lockouts, alarm issues or other preventable access problems.
11. THIRD PARTIES AND ASSISTANTS
11.1: The Client must advise the Service Provider of anyone else who may have access to the property during the Client’s absence, including family, friends, cleaners, contractors or neighbours.
11.2: The Service Provider is not responsible for the acts or omissions of third parties who have access to the property.
11.3: The Service Provider may use a suitably qualified and trusted assistant or sub-contractor where appropriate. The Service Provider remains responsible for ensuring that such persons are suitable for the Services.
12. DATA PROTECTION AND CONFIDENTIALITY
12.1: The Service Provider is committed to protecting the Client’s personal information and will handle personal data in accordance with applicable UK data protection law and the Business’s privacy policy.
12.2: Information relating to the Client, their home and their Dog will not be shared with third parties except where necessary to provide the Services, respond to an emergency, use an assistant or sub-contractor, comply with legal obligations, or protect the welfare and safety of people or animals.
13. PHOTOGRAPHS, VIDEO AND TESTIMONIALS
13.1: During dog sitting we may take photographs or videos of the Dog for care updates. Where the Client has agreed to marketing use, such images may also be used on social media or within the Business’s marketing materials.
13.2: Where the Client provides a testimonial for the Business, the Client consents to its use for marketing purposes unless otherwise agreed in writing.
14. INTELLECTUAL PROPERTY
14.1: Any written guidance, resources or other materials created by the Business remain the intellectual property of the Business and may not be reproduced, republished or distributed to third parties without prior written permission.
15. INSURANCE
15.1: The Service Provider holds appropriate insurance for the Services provided. The Client is responsible for ensuring that the Dog and Client’s property are adequately insured.
16. FORCE MAJEURE
16.1: Neither Party shall be liable for delay or failure to perform obligations caused by circumstances beyond reasonable control, including severe weather, illness, bereavement, government restrictions, fire, flood, power failure or other emergencies.
16.2: Where such circumstances affect a booking, the affected Party will notify the other as soon as reasonably practicable and reasonable efforts will be made to agree an alternative arrangement.
17. TERMINATION
17.1: The Service Provider reserves the right to terminate the Services immediately where there is a serious welfare or safety concern, non-payment, material breach of these terms, or where the Service Provider reasonably believes it is no longer safe or appropriate to provide the Services.
17.2: Where the Services are terminated because of a serious breach or undisclosed risk by the Client, no refund will be provided for Services already delivered, subject to the Client’s statutory rights.
18. COMPLAINTS AND REFUNDS
18.1: We are committed to providing a high-quality service. Any complaint should be raised with us in writing as soon as reasonably possible so that we can investigate and take reasonable steps to resolve it.
18.2: Refunds will be considered in accordance with these terms and the Client’s statutory rights.
19. THIRD PARTY RIGHTS AND APPLICABLE LAW
19.1: No person other than the Client and Service Provider shall have any right to enforce or rely on these terms, except where required by law.
19.2: These terms are governed by the laws of England and Wales.
19.3: The English Courts shall have exclusive jurisdiction in relation to any claim or dispute arising out of this agreement, subject to any statutory rights the Client may have.
Contact
Robyn Victoria – Canine Behaviour
admin@rv-caninebehaviour.co.uk
These Terms and Conditions are governed by the laws of England and Wales.