1. Terms of Service

• All clients will be considered to have read and accepted the terms and conditions (as laid out below) on signature of this contract.
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• 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 Telephone/Zoom/Video call if in person is not possible. 
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• If the consultation is via Telephone/Zoom/Video, then the contract will be sent through the post and will need to be signed and returned before the service can go ahead.
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• This contract is governed by English Law, and the jurisdiction of the English Courts.

1. Payment Policy

• A non-refundable deposit of 30% will be required on booking, with the balance due 4 weeks before service is due to begin.  If the service is to start in less than 4 weeks, then full account will be due immediately. 
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• The due-by date will be shown on the invoice, and payments are accepted via bank transfer.  A reminder that the payment is due will be sent the day before the due-by date. 
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• If full payment has not been received within 5 days of the due-by date, you will receive one written payment reminder.  If the payment is still not received, then your booking may be cancelled. 

3. Cancellation Policy

• Once payment has been paid and you need to cancel your booking, refunds will be given as follows:
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• Cancellation up to 30 days prior to service starting, then any balance, minus the non-refundable deposit, will be returned.
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• Cancellation up to 14 days prior to services starting, then no refund will be given. We may have had to turn clients away due to this booking and may be unable to book another client at such short notice.  If we are able to arrange a booking for all or some of the dates within the period of your booking, then this amount will be refunded to you.
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• Changes to dates may be possible, subject to our availability, but will be liable to an admin charge of 25% of the full total.
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• If any unforeseen circumstances happen and Rowan’s House have to cancel your booking, a full refund will be given immediately.

4. Security and Keys 

• If it is necessary for keys to be picked up and/or dropped off, then charges may be applied to the final bill to cover mileage for each trip and any toll/Ulez fees applicable.  The key drop off/pick up charge is £6 per journey.  Mileage is charged at 40p per mile.  Please complete the key release form included with this pack and let us know if you will require this service.
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• Rowan’s House will not be held liable for any accident or injury to your pet whilst in your home; this includes (but is not limited to) events of fire or burglary.
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• Please inform Rowan’s House of any video cameras within the house or additional security measures in place.  Failure to do so may result in the termination of the contract and without reimbursement. 

5. Medical/Veterinary 

• The client will be liable for any veterinary bills (however they are incurred) whilst the animal is in the care of Rowan’s House.  Please ensure you complete the Vet Release Form, included with this pack.
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• If you have insurance in place, please supply the details (including company name and policy numbers).
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• You must supply a complete medical history (including any known allergies) of your pet(s) prior to the start of service.

6. Behavioural issues 

• Rowan’s House must be alerted to any known behavioural issues at the time of booking. Failure to do so will result in additional charges being made or cancellation of any future bookings without reimbursement.  
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• All behavioural issues must be discussed during the initial consultation. 
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• Please inform us of any likes/dislikes and fears/phobias your animals prior to the start of service.
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7. Emergency Contact

• 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. 
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• If neither the client or an emergency contact is available, Rowan’s House reserves the right to consult with a veterinary surgeon and decide what is in the best interests of the pet.  This will include all and any necessary treatment, excluding euthanasia.
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• 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, (i.e., delayed flights/traffic issues), and Rowan’s House have other commitments that prevent them from continuing care.  
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• If Rowan’s House has no other commitments, and are able to stay, then you will be charged our daily rate of £55 for each day/part day outside of the dates booked.  This will be invoiced after your return, and payable immediately.

8. Equipment/Household Supplies

• 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 and collars. Should recipients require any additional supplies, whilst in the care of Rowan’s House, these may be purchased and invoiced to the client.

9. Additional Services 

• Rowan’s House will always treat your home with the greatest of respect and 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 of dog bedding, and towels etc., (except in the case of an accident) must be agreed in advance and will be charged at our hourly rate, which is currently £18 per hour.

10. Public liability

• Pets 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.

11. Loss/Injury

• 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, except in the case of gross negligence on their part.

12. Photography and Videos

• Rowan’s House may wish to take (and retain) photographs and/or video 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 compromise the security of the premises.
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• 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 box at the end of this section to inform Rowan’s House of your wishes.
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• 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.

I agree that Rowan’s House may take and use photos of my pets for promotional material.

Clients Name: ………………………………………………………….

YES/NO

Clients Signature:...................................................

13. Legislation and safety 

• In accordance with the control of Dogs Order 1922, dogs must wear a collar which features the name and address (including post code) of the owner. A telephone number is optional but advisable.  We strongly suggest that you do not have the dogs name on their collar, as this can be a security risk if they were ever lost.
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• Rowan’s House can source a tag and collar, at an additional cost to the client, but will be unable to provide any pet sitting service until such time that the legal requirements are met.
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• Rowan’s House reserves the right to cancel the contract (at any time & with immediate effect) if any animal under the contract displays undue aggression towards them, and 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 to take over care. 

14. Walk Requirements 

• All dogs will be exercised on a lead as per our insurance, unless this is on the clients private and secure land, or within a private dog park. This is non-negotiable.
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• 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 and that of the animal(s) being walked.  
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• If the animal(s) requires towelling off after walks, towels must be provided and left by the entrance door.  If any animals require a complete wash and dry after a walk (other than if they roll in mud etc., which is an unforeseen circumstance), there will be a charge of £8 per dog, per day.  This will be invoiced at the end of the service and will be payable immediately.

I (full name of client)

Of (full address)

agree to the above terms and conditions.

Signature:                                                                      Date: