TERMS & CONDITIONS: SMALL PETS
1. General :
Our admin working hours are Monday-Saturday 10 am to 6 pm.
(those include photos, invoices, and general correspondence)
We are available 24/7 for emergencies only.
Please note, that we are trying hard to respond promptly to all inquiries, however, the response times may vary based on how busy we are. Since we are a small family business (run by two people + a helper), it may not always be possible for us to respond immediately.
Rest assured, your pets are our top priority morning to night :)
2. Self pick up / drop off :
We operate by appointment only and require at least a 24-hour notice for self-pick-ups and drop-offs.
All booking dates and times are classed as appointments and must be followed.
Each appointment has 15 minutes allocated slot. We have strict handover protocols. Please remember whilst this is a business it is also a home.
We at PetStop London can take no responsibility for being unavailable to receive your pet or for you to collect your pet outside of these times. If you are unavoidably delayed by more than fifteen minutes, you must contact us to arrange another suitable time for drop off or collection.
3. Boarding :
Check-in / Checkout:
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Check-in hours are Monday-Saturday from 8 am to 6 pm
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Checkout hours are Monday-Saturday from 8 am to 6 pm
Out-of-hours or Sunday check-in/checkout might be arranged at an extra charge (subject to availability).
Please note, if you are planning to pick up your pet on the day of your flight, please allow at least 4 hours between your landing time and the arranged pick-up time in case of any delays. In case you land in the evening, we recommend arranging the pick-up for the following day.
4. Pick up / Drop Off :
Pick up and drop off can be offered Monday to Saturday 10 am to 4 pm.
Out-of-hours or Sunday pick-up/drop-off might be arranged at an extra charge (subject to availability).
The pick-up and drop-off times can vary depending on traffic, weather conditions, or the number of pick-ups/drop-offs we have to do each day.
5. Bookings :
5.1
We require a 25% holding deposit to secure your requested spot. The holding deposit is fully refundable up to one week before the start of your booking, it is non-refundable afterward. Please note, that your requested spot is not confirmed until the holding deposit is paid. Dated can be amended at any time.
5.2
Full payment for services is to be made by the end date of your booking.
The preferred method of payment is collection by bank transfer/cash.
6. Health & Safety :
6.1
PetStop London requires all male rabbits over one year to be castrated before their stay (unless pre-arranged in advance, depending on circumstances and available living arrangements).
6.2
PetStop London can not accommodate unspayed male and female animals together at any time unless it is recommended for the specific species type.
6.3
PetStop London requires all rabbits and other pets (if appropriate for specific species) to be vaccinated up to date before their stay (proof of vaccination will be requested upon booking).
6.4
PetStop London reserves a right to refuse to check-in an animal that is aggressive/sick (if it hasn’t been discussed beforehand) / terminally ill (if it hasn’t been discussed beforehand) or showing itself as unsuitable for boarding.
6.5
It is the owner’s responsibility to notify PetStop London of any allergies/ intolerances/unusual behaviours/ health concerns of their pet before their booking.
6.6
Should the Client’s pet be deemed to be unsuitable for boarding by PetStop London at any time during their stay, we reserve the right to cancel the booking indefinitely, with immediate effect.
6.7
PetStop London may act as guardian of the pet in the Client’s absence and may perform or take any action which they deem necessary in order to protect and keep the Client’s pet in good health. In the event of an emergency situation, we have the authority to make important healthcare-related decisions on behalf of the Client in the instance that the Client or their emergency contact cannot be contacted and the matter is a pet welfare issue.
7. Limitations of Liability :
7.1
The Client will take responsibility for any costs which may be incurred, by either veterinary or other, as a result of any damage, accident, or sickness caused to or by their pet while in PetStop London’s care and will pay any such costs or expenses on demand.
7.2
The Client’s pet may be transported with other pets in a PetStop London vehicle (after the prior agreement). The Client agrees that PetStop London cannot be held liable for death or injury to their pet in the event of a motor vehicle accident.
7.3
The Client agrees to notify PetStop London if their pet has any allergies, intolerances or health concerns prior to their booking. By accepting PetStop London services the Client takes full responsibility for their pet’s health.
7.4
If fleas, ticks, or lice are noticed on the Client’s pet, the Client will receive immediate communication to seek advice from their vet. PetStop London will not administer medication without the Client’s consent. If the Client cannot be contacted the pet will be monitored and isolated if appropriate.
7.5
PetStop London does not supply pet food (kibbles/pellets/seeds/wet food/raw or cooked meals). These have to be provided by the Client for the duration of their pet’s stay.
7.6
The Client gives consent for their pet’s image to be used in photo or video format on PetStop London promotional material and social media or in any format that PetStop London considers appropriate.
8. What You Can Expect:
● A professional, polite, and warm greeting when you speak to or meet us, and an absolute commitment to you and your pet, as extended members of our family.
● A commitment and ongoing communication from us, your pet carer to keep you informed immediately if issues arise or problems are found during your pet’s service experience with us.
● Assurance that we are fully insured, providing protection for your pet whilst in their care. A copy of our insurance is available on request.
● Reassurance that your service provider has a duty of care to your pet throughout its service experience and undertakes to abide by the five animal needs as set out in the Animal Welfare Act 2006.
● Assurance that your pet carer is pet first aid trained and has access to a 24/7 vet in the event of an accident or emergency.
● Honesty and transparency.
● Open and honest answers to your questions.
● Appreciation for your business – we never forget you have a choice.