VIPs Pet Services Limited – Registered office: 45b Quicks Road, Wimbledon, London SW19 1EY (“VIPs”)
1.1 Bookings are subject to these Terms and Conditions. Variation to the Terms and Conditions may be made from time to time and will be posted on our website.
1.2 Very Important Pets will treat your personal information confidentially and will not pass on your details to any third parties other than the Pet Sitters.
1.3 Information given in the initial registration form will be used for all subsequent bookings unless we are notified that there has been a change in your pet’s condition or requirements.
2.1 Our charges are set out on our website and will be set out to you in full at the time of booking. You will be deemed to have accepted the charges of both VIPs and the Pet Sitter upon confirmation of your booking.
2.2 The total charges you pay comprise:-
i. VIP’s agency charges plus V.A.T.
ii. Pet Sitter’s fees
2.3 VIPs’ charges are payable as an agency fee in consideration of the booking service that we operate. Your booking will not be confirmed until VIP’s charges have been paid.
2.4 If VIPs charges are not paid within ten days of the invoice VIP reserves the right to charge an administration fee of £10 per month until the unpaid charges have been settled.
2.5 Payment due to the Pet Sitter assigned to your booking is set out by VIPS at the time of booking. However, you will be entering into a separate contract with the individual Pet Sitter assigned to your booking. The Pet Sitter is responsible for collection of his or her own charges directly from you. Subject to any agreed variation by the Pet Sitter involved, you will normally be expected to pay the Pet Sitter at the completion of each assignment. Each Pet Sitter will be responsible for giving you a receipt. Please note that Pet Sitters do not accept debit or credit cards and will expect payment either in cash or by cheque, supported by a cheque guarantee card.
2.5a In order for us to set up your meeting with a Pet Sitter we will need to take some debit card details from you. No money will be taken from this card unless you decide not to go through with your booking after meeting your Pet Sitter, then there will be a £10.00 admin fee for the work carried out so far.
2.6 You will be charged daily rates rather than nightly rates for all services and the minimum booking is two days. If you require a live-in Pet Sitter to be physically present at all times, this must be agreed in advance and an additional fee may be charged.
2.7 If you are booking less than 48 hours before your departure, VIPs have the right to charge an additional administration fee of £5.00.
2.7a Once you have been sent your booking confirmation any amendments made will incur a £10.00 administration fee.
2.8 Bank holidays are charged at time and a half, with the exception of Christmas Day, Boxing Day and New Years day when it is charged at twice the normal rate.
2.9 VIPs have a key collection charge of £5 for all cat, small mammal feeding and dog walking assignments; this should be paid directly to your Pet Sitter when he/she comes to collect your house keys. VIPs ask all clients using our live in or day care services to pay for their Pet Sitters travelling expenses calculated at 45p per mile and all parking, train fares and congestion charges. This applies to the initial meeting with you and again to the first and last day of the assignment. Please note: VIPs will always try to find the closest Pet Sitter to you. This amount is to be paid directly to your Pet Sitter and not to VIPs.
2.10 You are required to pay a nominal fee of £3.00 per day should your Pet Sitter be required to use his or her car during the assignment. This fee is to be paid direct to your Pet Sitter to cover petrol and wear and tear.
2.11 Please note MasterCard and Visa credit card payments will incur a 3.75% surcharge.
3.1 If your booking is cancelled after we have issued your confirmation letter, and you have not yet paid the agency fee, you will be liable for a £10.00 administration fee.
3.2 In the event of cancellation 30 days prior to the start of the booking, the agency fee paid can be used towards a subsequent booking. Cancellations made later than this will result in your agency fee being forfeited. After the commencement of the services, if changes are made to the booking then the client shall pay the agreed Pet Sitters fee in total plus any expenses.
3.3 The cancellation policy for Pet Sitters will be as follows:-
a. If cancellation is given by you fourteen days prior to the booking there will be no Pet Sitters’ charge.
b. If cancellation is given seven days prior to the booking a Pet Sitters’ fee will be charged at 25% of the Pet Sitters’ total fee.
c. If cancellation is given 48 hours prior to the booking the Pet Sitters’ fee will be charged 50% of the total fee up to a maximum of £100.00.
d. Cancellation given less than 48 hours prior to the book will be charged at the Pet Sitters’ full fee.
3.4 In the unlikely event that VIPs cannot honour your booking VIPs will substitute an alternative Pet Sitter or your monies will be refunded.
3.5 If you have a regular dog walking service you must give at least 48 hours notice to cancel or you will be charged in full. Occasional bookings of any description, including dog walking, will be subject to the normal cancellation charges.
4.1 VIPs takes all reasonable care in the selection of Pet Sitters. Save as required by statute, no liability is accepted by VIPS for acts of omissions of any Pet Sitter or any loss or damage caused or contributed by the Pet Sitter.
4.2 Pet Sitters are independent contractors and are not employed by VIPs.
4.3 If a Pet Sitter becomes ill during an assignment, VIPs will use its best endeavours to make alternative arrangements.
4.4 If you agree that a Pet Sitter may have the companionship of their partner/spouse stay during an assignment it will be at your risk. VIPs will not accept liability in relation thereto.
4.5 The client should inform the agency of any change or extension in booking dates and all instructions from the Client to the Pet Sitter must come from or with the approval of VIPs.
4.6 Once registered with VIPS you agree not to negotiate directly with any Pet Sitter introduced to you by VIPs, infringement of this condition will jeopardize the future of this Pet Sitter with VIPs. Owners agree to compensate VIPs for any losses caused by this breach.
4.7 VIPs instructs Pet Sitters not to leave any dog unattended for more than 4 hours whilst on a dog boarding or dog live in assignment except in an emergency. Any variation to this requirement must be agreed by VIPs at the time of the booking.
5.1 It is of the upmost importance that you give full information in relation to the needs and requirements of your pet. VIPs will rely upon the information you give at your initial booking in connection with subsequent bookings unless you advise VIPs that your pet’s condition or requirements have changed.
5.2 We cannot accept bookings for badly behaved or aggressive animals. Either VIPs or a Pet Sitter may terminate an engagement immediately if it is reasonably thought that a Pet is badly behaved or aggressive either towards humans, animals or property. You will be liable if your pet injures a third party or the Pet Sitter.
5.3 Your dog will not be walked off the lead without your prior authority and always at your risk.
5.4 Proof of vaccinations is required by your Pet Sitter. Kennel cough vaccination is not compulsory but is advisable.
5.5 You must ensure that your Pet is in good health and free from fleas and is adequately wormed. If your Pet Sitter believes your Pet is not in good health we reserve the right to seek veterinary advice on your behalf and you will be liable for the veterinary fees.
5.6 If it becomes necessary, your animal will be taken to a veterinary surgeon. You are responsible for any fees that are reasonably incurred during your absence or during the course of an assignment.
6.1 Pet Sitters are instructed by VIPs to leave your property as they found it. You are respectfully asked to note that they will not be subject any additional cleaning duties.
6.2 If the Pet Sitter does not consider that your property is of a reasonable standard of cleanliness or that the facilities available to them are inadequate, he or she may decline the booking.
6.3 In the event of a problem or emergency arising the Pet Sitter will contact the agency immediately and if necessary contact will be made with the client.
Insurance and Liability
7.1 It is your responsibility to insure your property and your pet. VIPs accepts no liability for damage caused by your Pet or a Pet Sitter during an assignment. You will be liable in the event that the Pet Sitter or a third party is injured by your pet.
7.2 Pet Sitters have insurance in relation to the performance of duties as Pet Sitters under VIPs agency agreements only and not on their own account. It is not a substitute for your own insurance cover.
7.3 Our Pet Sitters insurance only operates when a Pet Sitter is working on an assignment from VIPs for the duration and times booked.
7.4 Adequate insurance must be in place if you wish a Pet Sitter to drive your vehicle. It is your responsibility to check the validity of the Pet Sitter’s driving licence.
7.5 In the event that due to conditions beyond their control a Pet Sitter is unavailable and your VIPs’ charges have been refunded to you under clause 3.4, VIPs accept no liability for any losses that may occur.
7.6 It is recommend that you take out holiday cancellation insurance as VIPs may not be able to accommodate pets who become ill or are injured after the booking is confirmed.
7.7 The client must before handing over the assignment to their Pet Sitter make sure they have given full written details and instructions on care of their pet and the house (if house sitting) neither VIPs nor the Pet Sitters will be responsible if full instructions are not given in advance on the assignment.
7.8 The client will indemnify VIPs against any claims for loss or injury caused to either Pet Sitter, their property or the Pet Sitter’s pets which are caused by the client’s pet or as a result of breach of these terms and conditions, negligence or otherwise.