Our Terms and Conditions
Roxie Roo’s Pet Services has a right to review charges on all service, if a change in charges is to be made, they will be provided in writing to the clients at least 30 days before implementing. The client has the right to withdraw from this agreement if the proposed charges are not agreeable
The Client does not have the right to withhold payment against any invoice which is not in accordance with the Agreement or which covers or purports to cover Services which have not been provided in accordance with the Agreement, but shall notify the reasons as to why payment cannot be made to Roxie Roo’s Pet Services in writing within 14 days.
Payment terms (to The Client) Roxie Roo’s Pet Services will invoice charges on instruction of each job. The Client agrees to pay the fees by BACS within 48 hours of any agreed services to be conducted.
Roxie Roo’s Pet Services has the right to charge a reasonable interest on payment made outside of the agreed terms. The supplier will make a fixed charge of £12.50 plus vat for any outstanding invoice after 14 days overdue.
Booking
An in-home consultation is required, prior to reservations for all new customers.
All bookings must be made at least 48 hours before service start date.
Cancellations
In the event of cancellations that are notified to us 48 hours prior to the start of the booking period, all fees will be refunded, or held over for subsequent bookings.
Any bookings that are cancelled within 24 hours will require 100% payment for services.
If Roxie Roo’s Pet Services cannot provide the service they agreed, we will do our best to arrange an alternative, unless in extreme circumstances, where we will endeavour to give at least 24 hours’ notice.
Aggressive Dogs
Roxie Roo’s Pet Services will not accept aggressive dogs.
The client agrees to be responsible for all costs (including but not limited to medical care, legal fees, etc) if the client’s pet(s) should bite another animal or person.
Client agrees that on booking services for their dog(s) that they have represented that the dog(s) have not shown aggression or caused harm, or threatening behaviour to any individual and/or any pet(s), and the client agrees to contact the provider as soon as possible if any of these behavioural changes presents itself or if it has the potential to cause harm to any individual or pet(s).
We will not walk unruly or untrained dogs.
If the client’s dog(s) shows aggressive tendencies towards Roxie Roo’s Pet Services staff, or should its behaviour become unacceptable or a nuisance beyond reasonable acceptance, the client agrees that the service is terminated with immediate effect and the pet is to be returned to the location where it was collected.
Unforeseen Purchases
In the event that additional items need to be purchased in the absence of the client – i.e. pet food, litter, cleaning supplies or other necessary items that contribute to the health and wellbeing of your pet, Roxie Roo’s Pet Services will purchase these, retain a receipt and the pet owner is responsible for reimbursement of these items on their return.
Keys
Roxie Roo’s Pet Services will obtain a copy of your house key during the in-home consultation. This key will be held by Roxie Roo’s Pet Services and will be kept securely.
It is recommended that your keys remain in Roxie Roo’s Pet Services’ custody for convenience in future use of our service.
Updates
Please inform us of any changes regarding your contact numbers, your pet’s care needs, your emergency contact details and other pertinent information.
Privacy Policy
All your information will be kept private and confidential.
Roxie Roo’s Pet Services highly respects our clients’ entrusting us with the care of their home and pets.
All our records will be stored in compliance with the Data Protection Act.
Insurance
All reasonable care is taken to ensure the integrity and suitability of the care provided.
Roxie Roo’s Pet Services has valid public liability insurance, for the peace of mind of its clients.
The insurance only covers Roxie Roo’s Pet Services for the duration of the selected service, and only for services agreed.
It is the client’s responsibility to ensure that the property, its contents, and pets are adequately insured throughout the duration of the assignment.
Additional Pet Care Assistance and Other Scheduled Services
Roxie Roo’s Pet Services does not accept liability for other persons who will be in your home prior to, during or immediately after our services have been rendered.
Please inform us at the time of consultation of anyone who may have access to your home while you are away. This includes cleaning services, maintenance personnel, friends, family, and neighbours.
It is understood that the client will notify anyone with access to the home that the services of Roxie Roo’s Pet Services have been engaged.
Inclement Weather
You will entrust Roxie Roo’s Pet Services to use best judgment in caring for your pet(s) and home at the time of inclement weather. Roxie Roo’s Pet Services will try to conduct your instructions to the best of their ability. However, in cases of extreme weather, we will contact you with alternative arrangements.
Medication/Vaccinations/Immunisations
Roxie Roo’s Pet Services will follow instructions to administer medications as directed but cannot be held responsible for complications that arise as a result.
Under no circumstances will Roxie Roo’s Pet Services service any pet that has any form of active contagious illness.
We will require a copy of a valid vaccination certificate.
If a member of Roxie Roo’s Pet Services is bitten or exposed to any disease or ailment received from the client’s pet(s) which has not been properly or currently vaccinated, the client will be responsible for all costs and damages that may be incurred as a result.
Pet Waste
Roxie Roo’s Pet Services will properly dispose of your pet(s) waste. For animal litter trays we do request that you provide all necessary items such as scooper, litter and plastic bags and indicate where you would like these waste bags disposed of. The same for any other home-based animal. For dog walking we will properly dispose of pet waste, and we will provide waste bags for this, we may, however, need to sometimes bring the waste back to dispose of in your outside waste bin if a bin was not available on the walk.
Collars/Leads
Please provide secure collars with appropriate tags for all visits. All dogs will be always walked on lead unless the consent form indicates to allow off lead walking.
Fences and cat/dog flaps
Roxie Roo’s Pet Services does not accept any responsibility or liability for any client’s animals that escape or become lost or injured, fatal or otherwise, when instructed to leave the clients animals in a fenced area.
This includes electronic, wood, metal, or any other type of fence, or in a premises that contains an unlocked cat/dog flap.
House Cleanliness
Roxie Roo’s Pet Services will clean up after your pets to the best of their ability. Please inform them of the designated area for the appropriate cleaning supplies.
Roxie Roo’s Pet Services is not responsible for carpet/ flooring stains created by your pet(s).
We request that you provide plastic bags, towels, cleaning products, paper towels and bin bags.
If there are accidents beyond the normal amount anticipated, we will charge a reasonable fee for clean-up time.
Household Emergencies
In the event of a household emergency, you or your emergency contact will be contacted immediately.
Thermostats
Please leave your thermostat settings within a normal comfortable range.
If the house temperature is outside of this range, Roxie Roo’s Pet Services will adjust the thermostat to ensure the health and comfort of your pet(s). You and your emergency contact will be notified.
Payment
Roxie Roo’s Pet Services accepts bank transfer payments (bank details will be provided)
Where services are required on a long-term basis, the client may make a standing order payment on a weekly or monthly basis in advance.
Where payment is not received in accordance with these terms and conditions of business, the company reserves the right not to proceed with any previously agreed arrangements.
Where services are required for dog sitting, the client will need to make payment if full at least 48 hours in advance.
Where payment is not received in accordance with these terms and conditions of business, the company reserves the right not to proceed with any previously agreed arrangements.
Roxie Roo’s Pet Services will issue an invoice once an instruction of any service is agreed and authorised.
Liability
Roxie Roo’s Pet Services shall not be liable to the client or be deemed to be in breach of the contract by reason of any delay in performing, or any failure to perform, any of its obligations in relation to the services, if the delay or failure was due to any cause beyond Roxie Roo’s Pet Services’ reasonable control.
Concerns, Complaints, or issues
Clients to address any concerns, complaints or issues about the dog walker, service provided or any other matter to the Owner of Roxie Roo’s Pet Services, These will be dealt with promptly and professionally.