These terms are designed to keep your pets safe, your home secure, and our services professional and reliable. We aim to provide the best possible care and attention, and these conditions help set clear expectations for everyone. If you have any questions or special requests, please let us know, we are always happy to work with you to make sure your pets are happy and well cared for.

1. Definitions

"We" / "Us" / "Our" – Mascot Pet Services, the service provider.

"You" / "Your" / "Client" – the pet owner or authorised representative.

"Services" – dog walking, pet sitting within the client’s home, vet visits, and pet check-ins as agreed in writing.

"Pet" – any animal under the Client’s care for which the Services are provided.

2. Bookings & Payment

All bookings must be confirmed in writing (including email or text message).
Payment is due in full within 48 hours of receipt of invoice and always prior to the service taking place, unless otherwise agreed in writing.
We reserve the right to cancel or withhold services if payment is not received within this time frame.
Cancellations on adhoc bookings must be made at least 48 hours before the scheduled service to avoid a cancellation fee. Cancellations made with less than 48 hours’ notice will be charged at 100% of the service fee.

Cancellations on a regular slot(s) (daily/weekly) must be made with at least 2 weeks notice to avoid a cancellation fee. Cancellations made with less than 2 weeks notice  notice will be charged at 100% of the service fee.
Promotional offers must be paid in advance and in full at the time of booking and are non-refundable.

Cancellation for Client Holiday Entitlement detailed below - section 3.

Prepaid services are non-refundable but may be credited at our discretion.

Payment to be made by bank transfer, direct debit or cash.

Services requested on weekends, evenings, or public holidays may incur additional charges.

We reserve the right to refuse service at our discretion.

3. Client Holiday Entitlement

For clients who hold a regular weekly booking (e.g. a fixed day and time each week), Mascot Pet Services provides an annual holiday entitlement of up to four (4) weeks per calendar year.

During this period, clients may cancel their regular slots without charge, while retaining their reserved place in the schedule.
Holiday entitlement must be taken in full-day or full-week blocks and cannot be carried over into the following year.
Cancellations beyond the four-week entitlement will be charged at the usual rate, unless otherwise agreed.
To make use of holiday entitlement, clients are required to provide a minimum of 2 weeks notice in writing (email, text, or WhatsApp).

4. Client Responsibilities

You agree to provide accurate, up-to-date information about your pet’s health, behaviour, and needs; ensure pets are microchipped, vaccinated, and treated for fleas/ticks/worms; provide all necessary equipment and access; and give emergency contact details.

5. Service Conditions

Dog Walking: Dogs must be non-aggressive and walkable on a lead unless off-lead walking is authorised in writing.

Pet Sitting: We will only undertake agreed pet care tasks.

Vet Visits: All vet fees remain the Client’s responsibility.

Pet Check-ins: For welfare and basic care only.

Prices cover one pet unless stated; additional pets may incur extra charges.
Care will be prioritised for safety and welfare if multiple pets require attention at once.
We may adjust walk duration or route to ensure safety.

6. Pet Health Disclosure

You must disclose all medical conditions, behavioural issues, and prior aggression. We may refuse service if your pet poses a risk or has a contagious illness.

7. Extreme Weather Policy

In unsafe weather, services may be adjusted to protect the pet’s welfare.

8. Emergencies

If a pet becomes ill/injured, we will contact you and, if needed, your vet. You agree to cover all related costs. If you cannot be contacted, you authorise us to act in your pet’s best interests, including arranging veterinary care. You remain responsible for all costs.

9. Liability

We are not liable for injury, illness, loss, or death unless caused by proven negligence. Off-lead walks are at the Client’s risk.

10. Insurance

We hold public liability insurance; Clients are encouraged to maintain their own pet insurance.

11. Access to Property

Keys and codes will be securely stored without address labels.

If access is denied due to faulty keys, alarms, or locked doors, the scheduled service will still be charged in full.
We may retain a spare key securely if agreed in writing.

We are not liable for household accidents, leaks, or damage unless caused by proven negligence.
We are not responsible for lost, stolen, or damaged property during visits unless due to proven negligence.

12. Behavioural Issues

We may terminate services if a pet poses danger; any related costs will be charged to the Client.

13. Staff & Contractors

Services may occasionally be carried out by employees or trusted contractors who are bound by the same terms and conditions

14.  Cancellations & Termination

Either party may terminate with 7 days’ written notice. We may terminate immediately for unsafe conditions, non-payment, or breach of these terms.

These terms and conditions are governed by and construed in accordance with the laws of England.