1. Services Provided

Helpful Home and Pet Services offers pet care, home care, plant care, and drop-in visits. Services are provided as agreed during the booking process and tailored to meet the specific needs of your pets and home.

 

2. Bookings & Payment

• All bookings must be confirmed in advance.

• Payment is required prior to our first visit. We accept cash or bank transfer.

• For "Welcome Home" shopping services, a deposit will be taken for your requested items. A receipt and any change will be provided on your return.

• Cancellations made with less than 24 hours’ notice are non-refundable. This is because time has been reserved specifically for you, and we may have turned away other bookings.

• Cancellations with more than 24 hours’ notice may be refunded or credited towards a future booking.

• In genuine emergency situations, we may, at our discretion, offer a partial credit.

 

3. Future Bookings

All future bookings for pet care, home visits, or related services must be made through Helpful Home and Pet Services. Clients must not contact, engage, or book any of our helpers directly for any future services. This ensures consistent, safe, and reliable care. Breach of this clause may result in termination of services and/or legal action to enforce these terms.

 

4. Client Responsibilities

To ensure the best care for your pets and home, you agree to:

• Provide accurate and complete information about your pets, home, emergency contacts, and any special instructions.

• Ensure pets are safe, secure, and any medical conditions have been disclosed prior to the start of services.

• Leave sufficient supplies (food, medication, litter, etc.) for the full duration of care.

• Inform us of any hazards within the home (e.g., faulty locks, loose gates, malfunctioning appliances).

• Disclose any known behavioural issues, such as aggression, anxiety, or escape risks.

 

5. Key Holding & Property Access

We require a working key, access code, or other agreed method to enter the property to provide services. All keys are securely stored separately from personal information.

Key return options will be discussed and confirmed as part of your booking. If you choose to have your key returned, we aim to hand it back in person or, if not possible, post it through your letterbox only once you confirm you are home. Alternative arrangements can also be made.

 

6. Veterinary Release & Medication

• We will seek emergency veterinary care for your pet(s) in your absence if required.

• Wherever possible, we will first attempt to contact you or your nominated emergency contact before taking your pet to the vet.

• We will use your nominated veterinary practice whenever possible. If your vet is unavailable or too far in an emergency, we reserve the right to use an alternative veterinary practice to ensure your pet receives timely care.

• You agree to be financially responsible for any treatment your pet(s) receive while under our care.

• We will follow your written instructions for administering medication; however, we cannot guarantee outcomes or accept liability for any adverse reactions when medication is given as directed.

• An additional charge (price on application) may apply for administering prescribed medication such as tablets, liquids, topical treatments, or injections that require specific handling or timing. The price will be agreed prior to our first visit.

• Daily supplements or general health tablets given with food are included at no extra cost.

• Where administering medication takes longer than expected due to your pet’s behaviour, further charges may be applied.

• Some medications, such as injections, may require a second person to hold or restrain your pet.

• We reserve the right to stop or refuse administration if, in our judgement, your pet’s behaviour makes it unsafe (for example, showing aggression or severe distress).

• You must provide clear written instructions, the correct dosage, and sufficient medication for the full booking.

• If medication cannot be administered due to behaviour, incorrect instructions, or insufficient supply, the visit will still be charged in full.

 

7.  Accidents & Cleaning

In the event of pet-related accidents, we will make reasonable efforts to clean up hard surfaces using appropriate cleaning products. Any affected soft furnishings (e.g., blankets, bedding, cushions) will be placed in a sealed bag for washing by the client upon their return. We do not provide laundry services as part of our care.

 

8.  Updates & Communication

We are happy to provide updates via WhatsApp, text, email, or Facebook, based on your preferred method of contact. Please let us know your communication preference before your departure.

 

9. Liability & Limits of Responsibility

• We are committed to providing safe, loving, and reliable care for your pets and home. However, we cannot accept liability for:

o Pet illness, injury, or death beyond our control

o Acts of nature (extreme weather, natural disasters, or power outages)

o Damage caused by pets or pre-existing home hazards

• We reserve the right to refuse or discontinue services if a pet displays aggression or behaviour that poses a risk to our staff, the public or other animals.

In the rare event that a scheduled visit cannot be carried out due to unforeseen circumstances beyond our control (such as severe weather, illness, or other genuine emergencies), we will make every effort to inform you promptly and offer either a rescheduled visit or a full refund for the missed service. Services that are refused or discontinued for safety reasons are not eligible for a refund.

 

10. Emergencies, Illness & Extreme Weather

• In the event of extreme weather (e.g., storms, flooding, snow) that makes it unsafe to access your property, we will make every reasonable effort to continue visits but may need to reschedule or cancel services.

• If your assigned pet carer is unable to attend due to illness or emergency, we will do our best to arrange an alternative carer or inform you immediately to discuss next steps.

 

11. Abandoned Pets Policy

• If you are unexpectedly delayed and we cannot reach you, we will continue caring for your pets for up to 72 hours. After this time, if no contact has been made, we reserve the right to arrange emergency boarding or veterinary care at your expense. We will make every effort to contact you and your emergency contacts before taking this step.

 

12. Household Safety

• Clients are responsible for ensuring their home is safe for our visits.

• We are not liable for faults in heating, plumbing, electrical systems, or other issues beyond our control.

 

13. Data Protection & Privacy

• Your personal information will be used solely for the purpose of providing pet and home care services.

• We respect your privacy and will never share your details with third parties without your consent, except in emergencies.

• We comply with all applicable UK data protection laws (GDPR).

 

14. Photo & Video Consent

• With your separate consent, we may take photos or videos of your pets during visits to use for promotional purposes on social media or our website.

• No identifying details, such as addresses or personal information, will be shared.

• Consent for this is completely optional and can be changed at any time.

 

15. Changes to Terms

We may update these Terms & Conditions from time to time to keep them clear, fair, and up to date. The latest version will always be available on our website, and by continuing to use our services you’re agreeing to the most recent version.