Terms & Conditions

Terms of Business between Pet Sanctuary and Clients


1.1 Bookings are subject to these Terms and Conditions. Variation to the Terms and Conditions may be made from time to time and it will be posted on our website under T&C.

1.2 Pet Sanctuary will treat your personal information confidentially and will not pass your details on to any third parties, unless they are Pet Sanctuary’s Pet Sitters.

1.3 Information given in the initial registration form will be used for all subsequent bookings unless we are notified that there have been any changes in your pet’s condition or requirements


2.1 Our charges are set out on our website and they will be set out to you in full in your invoice. You will be deemed to have accepted the charges of Pet Sanctuary upon confirmation of your booking.

2.2 A deposit of 30% is payable to Pet Sanctuary upon issue of the conformation for your booking. Your booking will be cancelled if we don’t have your deposit within 5 working days after your invoice is issued. 

2.3 Your booking will not be confirmed until your deposit has been paid.

2.4 A balance of the required services is payable in full at the end of the booking. If

the balance is not paid within ten days of the invoice, Pet Sanctuary reserves the

right to charge an additional administration fee of 25% of the unpaid charges.

2.5 Please note that Pet Sanctuary does not accept debit or credit cards and will expect payment either in cash, cheque supported by a cheque guarantee card, or bank transfer.

2.6 You will be charged daily rates rather than nightly rates for all our pet boarding and live-in services, therefore the minimum booking is for 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. When using our boarding services, you will be asked to bring your pet to the Pet Sitter’s home during ‘am’ hours (no earlier than 9am and no later than 11am ) and to collect your pet on their last day no later than 6:30pm Monday-Thursday; and no later than 6pm on Friday, Saturday and Sunday. Different hours can be negotiated in advance for exceptional or emergency situations only, and extra charges may apply.

If you require your pet to be returned at 9am on your last (boarding )day, only charges for an overnight stay will apply between that day and day before (from 6pm the previous day to 9am on the last day).

If you require your pet to arrive at 6pm on your first (boarding) day, only charges for an overnight stay will apply between that day and the day after (from 6pm on the first day to 9am the next day).

2.7 Bank holidays are charged 1.5 times the normal rate, with the exception of Christmas Day, Boxing Day, Easter Day and New Year’s Day which are charged at twice the normal rate.

2.8 Pet Sanctuary has a key collection charge of £5 for live-in, dog walking and pet feeding services.

2.9 You are required to pay a nominal fee of £3.00 per day should we be required to use a car for transportation of your pets during the assignment. This fee is to cover petrol and wear and tear. This fee applies to traveling for up to 10 miles. Any additional mileage will be calculated at 40p per mile. The client is also responsible for parking, train and/or bus fares and congestion charges. Pick-up and drop-off charges for our boarding or day care services are charged individually and are based on the distance and agreement between a Pet Sitter and client.


3.1 If your booking is cancelled after we have issued your confirmation letter, and your 30% deposit payment has not been received prior to that, you will be liable to a £10.00 administration fee.

3.2 The cancellation policy is as follows:
a. If a cancellation is given by you between fourteen and seven days prior to the booking, there will be no charge.
b. If a cancellation is given six to three days prior to the booking, there will be a charge of 25% of the total fee.
c. If a cancellation is given 48 hours (2 working days) prior to the booking there will be a charge of 50% of the total fee, up to a maximum of £100.00.
d. A Cancellation given less than 48 hours (2 working days) prior to the booking will be a charge of the full fee. 

3.3 In the unlikely event that we cannot honour your booking, Pet Sanctuary will substitute an alternative Pet Sitter or your money will be refunded. Pet Sanctuary holds the right to cancel any booking up to two weeks before the starting date without any compensation to the client.

3.4 If you have a regular dog walking/day-care service you must give at least 48 hours (two working days) of cancellation notice, or you will be charged in full. 

This does not apply for the month of December when all bookings or changes must be submitted the latest, on each Friday for the week ahead. Late changes will be charged in full and late bookings may not take place  due to the  lack of space.  

Occasional bookings of any description, including dog walking, will be subject to the normal cancellation charges.

Updated Covid 19 Cancelation policy

For any Coronavirus related cancellation until further notice:

The cancelation policy for the required deposit:

In the event of cancellation 5 days or more prior to the start of the booking, the non-refundable deposit paid can be used towards a subsequent booking.Cancellations made later than this will result in your deposit being forfeited.

The cancellation policy for the remaining or for the full amount will be as follows:

If cancellation is given to Pet Sanctuary in writing 5 days or more prior to the booking there will be no charge for the remaining amount .

If cancellation is given in writing less  than 5 days prior to the  booking the  remaining fee will be charged in full.

Your Pet

4.1 It is of the utmost importance that you give full information in relation to the needs and requirements of your pet. Pet Sanctuary will rely on the information you give at your initial booking for any subsequent bookings unless you advise Pet Sanctuary that your pet’s condition or requirements have changed.

4.2 We cannot accept bookings for very loud, badly behaved or aggressive animals.

Unfortunately Pet Sanctuary cannot accept dogs with the following issues: constant barking, resource guarding, or any history or tendency of escaping. 

 Pet Sanctuary may terminate an engagement immediately if it is reasonably thought that a Pet is badly behaved or aggressive either towards humans, animals, property or for any of the reasons mentioned above. You will be liable if your pet injures a third party or the Pet Sitter.

4.3 Your dog will not be walked off-lead without your prior permission and always at your risk.

4.4 Proof of all vaccinations is required by Pet Sanctuary. Kennel cough vaccinations are not compulsory but are advisable.

4.5 You must ensure that your Pet is in good health, free from fleas and is adequately wormed. If your Pet Sitter believes your Pet is not in good health upon arrival, we reserve the right to seek veterinary advice on your behalf and you will be liable for the veterinary fees.

4.6 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.

Your Property

5.1 Pet Sitters are instructed by Pet Sanctuary to leave your property as found. You are respectfully asked to note that they will not be subject any additional cleaning duties.

5.2 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.

5.3 In the event of a problem or emergency arising, the Pet Sitter will contact Pet Sanctuary immediately and if necessary contact will be made with the client.

Insurance and Liability


6.1 It is your responsibility to insure your property and your pet.

Pet Sanctuary accepts no liability for damage caused by your Pet during an assignment. You will be liable in the event that a Pet Sitter or a third party is injured by your pet.

6.2 Pet Sanctuary has insurance in relation to the performance of duties as a Pet Sitter. It is not a substitute   for your own insurance cover.

6.3 Adequate insurance must be in place if you wish for a Pet Sitter to drive your vehicle. It is your responsibility to check the validity of the Pet Sitter’s driving license.

6.4 In the event that, due to conditions beyond their control, a Pet Sitter is unavailable and your Pet Sanctuary charges have been refunded to you under clause 3.4, Pet Sanctuary does not accept liability for any losses that may occur.

6.5 It is recommended that you take out holiday cancellation insurance in case you need to cancel your booking last minute, or Pet Sanctuary may not be able to accommodate pets who become ill or are injured after the booking is confirmed.

6.6 The client must, before handing over the assignment to their Pet Sitter, make sure they have given full written details and instructions on the care of their pet and house (if house sitting). Pet Sanctuary will not be responsible if full instructions are not given in advance for the assignment.

6.7 The client will indemnify Pet Sanctuary against any claims for loss or injury caused to either a Pet Sitter, their property or the Pet Sitter’s pets which are caused by the client’s pet or as a result of a breach of these terms and conditions, negligence or otherwise.

6.8 It is a condition of registration that you agree not to negotiate directly with any Pet Sitter introduced to you by us. Infringement of this condition will jeopardize any future bookings of this Pet Sitter by us. You agree to compensate us for any losses caused by any breach of this condition.