General Terms and Conditions:

1.       These General Terms and Conditions are designed to be used in combination with the Booking Agreement Form completed for all customers.  Any booking where a Booking Agreement Form has not been completed by the customer will NOT be covered by the Platinum Petcare insurance policy.

2.       By agreeing to use Platinum Petcare (South West) Limited’s services either verbally or in writing, you agree to these terms and conditions.

3.       All booking enquiries, changes to bookings and cancellations must be made through the Booking Enquiry line 0845 388 0309 or 0117 330 5374 or via email to southwest@platinumpetcare.co.uk

4.       All Platinum Petcarers are direct employees of Platinum Petcare (South West_ Limited.  As such, Platinum Petcarers are not permitted to work directly for the client and infringement of this will result in the employment of the Platinum Petcarer being terminated.  We respectfully ask that you do not place our Petcarers in this position by requesting private bookings.

5.       All payments must be made directly to Platinum Petcare (South West) Limited Head Office.  Payments should not be made to your Platinum Petcarer.

6.       All bookings are subject to a non-refundable deposit of 20% of the full cost of the booking payable prior to the booking being confirmed.  Your booking is not confirmed until your non-refundable deposit of 20% is received.

7.       All bookings must be paid in full 14 days prior to the start of the booking with the exception of bookings made at short notice, in which case payment is required at the time of placing the booking.  If the balance of your booking is not paid in full by the required date, your booking may be cancelled or you will incur a late payment fee of £10 to cover administration costs.

8.       Any cancellations made less than 14 days before the start of the booking will not be eligible for a refund.

9.       Any cancellations made more than 14 days before the start of the booking will be entitled to a full refund less the 20% non-refundable deposit.

10.    Any cancellation of regular dog walks or dog boarding must be cancelled by 12pm on the day before the walk/board is due to take place.  Any cancellation made after this time will incur the full charge for that walk and no refund will be applicable.

11.    If you wish to shorten your booking (for example if you return early from holiday), you will not be entitled to a refund unless notice is given at least 14 days prior to commencement of the booking.

12.    If Platinum Petcare (South West) Limited needs to cancel your booking (or any part of your booking) for any reason, you will receive a refund of 100% of any money already paid (or a refund for the part of the booking not delivered)

13.    Any texts from Petcarers are charged at 30 pence per text and are payable directly to your Petcarer prior to a booking commencing.

14.    Platinum Petcare (South West) Limited is insured by Cliverton and covers Employer and Public Liability as well as Care and Custody of Animals, Housesitting, Loss of Keys and Micro chipping.  Full details are available on request from Head Office.

15.    Platinum Petcare (South West) Limited cannot accept any liability for any loss, injury or death during the duration of the booking.

16.    Customers must make Petcarers aware of any unsociable, violent or otherwise undesirable behaviour prior to a booking.  Whilst Petcarers are fully competent in the handling of animals, failure to disclose any relevant information may result in the customer being liable to any costs that arise through actions that could have been prevented through disclosure of this information.  This includes but is not limited to cleaning costs, furniture repair/replacement, damage to personal items, kennelling costs.

17.    Customers must ensure that adequate insurance is in place for their property and contents for the duration of the booking.

18.    Wherever possible, Platinum Petcare (South West) Limited will endeavour to follow the emergency procedures agreed on the Booking Agreement Form.  However, in instances where this is not possible (for example where an emergency contact is not contactable) Platinum Petcare (South West) Limited reserves the right to make decisions to ensure the welfare of, and in the best interest of your pet(s).

19.    If your pet requires veterinary attention during the course of the booking, Platinum Petcare (South West) Limited will arrange for your pet to see a suitable Veterinary Surgeon.  This may incur additional mileage (20 pence per mile) and time charges at a cost of £20 per hour.  The cost of this must be paid in full to Platinum Petcare (South West) Limited within 7 days of the completion of the booking.

20.    In the event that the agreed Petcarer is unable to perform their duties for any reason, Platinum Petcare (South West) Limited will endeavour to provide a suitable alternative without additional cost, where possible, to the customer.  Platinum Petcarer (South West) Limited reserve the right to cancel a booking where an alternative Petcarer cannot be found and will refund 100% of any money paid for services not provided.

21.    If you request us to terminate our services once a booking has commenced, you will not be entitled to any refund.

22.    Any additional expenses incurred by a Petcarer during the course of a booking must be paid directly to the Petcarer or Platinum Petcare (South West) Limited Head Office within 7 days of the end of the booking.  This may include, but is not limited to, road/bridge tolls, additional food, emergency home repairs, additional visits, emergency kennelling or cattery costs, and veterinary bills and will be supported with receipts.

23.    All dogs are required by law to have an identification tag and collar with the owners name and address.  Platinum Petcare (South West) Limited reserves the right not to walk dogs without the required identification in place and dogs without an identification tag and collar will not be covered by Platinum Petcare's Insurance.

24.    The following days are subject to double rates:  Christmas Eve, Christmas Day, Boxing Day, New Years Eve, New Years Day, Good Friday, Easter Sunday, Easter Monday and all other Bank Holidays.

25.    If a member of the Platinum Petcare (South West) Limited team is not key holder, your assigned Platinum Petcarer will contact you with the next few days to arrange a home visit and handover of keys.  If you haven't received a phone call from your Platinum Petcarer within 7 days, please contact head office.

26.    Platinum Petcare (South West) Limited is registered in England. Company No. 7025177. Registered address: 19 Idstone Road, Fishponds, Bristol BS16 3XG