1. All clients will be considered to have accepted the terms and conditions (as laid out below) on signature of the contract.

1. Rowan’s House require a consultation to have been conducted, with both the client and the animal (if applicable), with full details of any special requirements, and a contract having been signed by the client, in order to facilitate ongoing services.  This can be either face-to-face or via Zoom/Video call if in person is not possible.

Cancellation policy and payment

1. Full payment for services (agreed either at time of booking or subsequently) is to be made before service, within 14 days of receipt of invoice or by the date specified on the invoice, via cash, PayPal or bank transfer. If full payment has not been received within this time, then your booking may be cancelled. 

1. Once payment has been paid and you need to cancel your appointment, refunds will be given as follows:

Cancellation up to 7 days prior to service starting, full refund.

Cancellation up to 3 days prior to service starting, then the deposit paid will be forfeit.

If you need to rearrange the date of the service, this will be done at without any penalty charge, as long as it is requested at least 2 days prior to the first day of the service.  If rearrangement is request with less than 2 days until service begins, a 10% admin charge will be added to the invoice.

Security and keys 

1. If it is necessary for keys to be picked up and/or dropped off outside of pre-booked sessions, charges may be applied to the final bill to cover mileage for each trip.  Mileage is charged at 30p per mile. 

1. Rowan’s House will not be held liable to any accident or injury to your pet when not in your home; this includes (but is not limited to) events of fire or burglary.

1. Please inform Rowan’s House of any video cameras/additional security measures in place. Failure to do so may result in the termination of the contract and without reimbursement. 

1. If you have any additional security measures, please inform us before the service takes place. 

Medical/veterinary

1. The client will be liable for any veterinary bills (however they are incurred) whilst the animal is in the care of Rowan’s House.

1. If you have insurance in place, please supply the details (including company name and policy numbers).

1. You must supply the medical history (including any known allergies) of your pets prior to the start of service.

Behavioural issues 

1. Rowan’s House must be alerted to any known behavioural issues at the time of booking. Failure to do so may result in additional charges or cancellation of any future contract and without reimbursement.

1. All behavioural issues will be discussed during the initial consultation. 

1. Please inform us of any likes/dislikes and fears/phobias your animals prior to the start of service. 

Emergency contact

1. The client must provide Rowan’s House with the names and contact numbers of at least two emergency contacts, who can make decisions in the interest of the pets in the case of emergency veterinary treatment. 

1. If neither the client or an emergency contact is available, Rowan’s House reserves the right to consult with a veterinary surgeon and decide which is in the best interests of the pet.  This will include all and any necessary treatment, excluding euthanasia.

1. An emergency contact may be requested to take over the care of the pet(s) in the event that the client finds themselves unable to return home to do so, and Rowan’s House have other commitments.

Equipment/household supplies

1. The client must provide all items necessary for the animal(s) to be adequately cared for, in the absence of the client; including (but not limited to): ‘waste bags’, food, medication, leads, tags collars. Should recipients require any additional supplies, whilst in the care of Rowan’s House, these may be purchased and invoiced to the client.

1. If any required items are taken from the client’s home, then the client will be informed. However, the restocking of such items remains the responsibility of the client (unless agreed beforehand and added to the final bill).

Additional services 

1. Rowan’s House will always endeavour to treat your home with the greatest of respect and to leave your property in the same condition as when we arrived. In the case of pet sitting overnight we are happy to strip the beds, hoover where necessary and wash up any dog bowls; however, Rowan’s House are not a cleaning or laundry service. Additional services, including washing bed linen or dog beds, etc. must be agreed in advance and will be charged at the same hourly rate as the daily drop-in service (currently £14 per hour).

Public liability

1. Recipients should be insured by the client wherever possible.  Rowan’s House reserves the right to refuse a booking for any recipient which is not insured.

Loss/injury

1. Whilst every effort will be made to ensure that the animal(s) is well cared for, in the absence of the client, Rowan’s House cannot be held liable for any loss, injury or death to the animal(s), either inside or outside of the home, whilst in their care.

Photography

1. Rowan’s House may wish to take (and retain) photographs of the animal(s) to demonstrate their services, including sharing them on social media. At no point will these pictures feature the client (unless agreed in advance), their family, or their homes (in such a way that could result in a compromise the security of the premises).

1. Any pictures taken, under the above provisions, will not be used for any other purposes other than as described. Please ensure that you have completed the Photography Release Form, to inform Rowan’s House of your wishes.

1. Pictures of the animal(s) may also be taken purely to aid recognition and (in the unlikely event that the animal(s) gets free) to aid in retrieval. Should the client have indicated (above) their wish for pictures to not be retained then the picture/s will be erased at the end of the contracted period.

Legislation and safety 

1. In accordance with the control of Dogs Order 1922, dogs must wear a collar which feature the name and address (including post code) of the owner. A telephone number is optional but advisable.

1. Rowan’s House can source a tag and collar, at an additional cost to the client, but will be unable to provide the service until such time that the legal requirements are met.

1. Rowan’s House reserves the right to cancel the contract (at any time & with immediate effect) if any recipient/s under the contract display undue aggression towards the handler or other dogs (where the continuation of said contract is deemed, by Rowan’s House, to constitute a safety risk).  In such events your emergency contact will be contacted. 

Walk Requirements

1. All recipients will be exercised on a lead as per our insurance, unless this is on the clients private and secure land.  This is non-negotiable.

1. The handler will apply personal judgment and cut short a walk, if necessary, because of extreme weather conditions; including, but not limited to: excessive heat, torrential rain, thunderstorms and snow/ice. The decision to do so lays with the judgment of the handler, for the safety of themselves, members of the public, other animals, and that of the animal(s) being walked.  If a walk is cut short – remaining time may be banked for future walks.

1. If the animal(s) requires towelling off after walks, towels must be provided and left by the front door.  Rowan’s House will do their best but cannot guarantee that all mud traces will be removed.  It is recommended to protect household items (such as soft furnishings) or provide extra covers on these items or having a separate area to keep recipients after a walk. 

If any animals require washing after a walk (other than if they roll in mud etc., which is an unforeseen circumstance), there will be a charge of £4 per dog, per day.  This will be invoiced at the end of the service and will be payable immediately.