1.1 All Client bookings are subject to the following Terms & Conditions (T&Cs). Clients will be deemed to have accepted these T&Cs when making a booking with Hannah's Furry Friends.

1.2 An initial Meet & Greet at the clients home is offered prior to reservations. For all new clients, the consultation is provided free of charge for up to 45 minutes. We can collect the keys to your home during this consultation or at a date closer to the booking.

1.3 Clients must complete a pet information form prior to any booking commencing. All critical information must be provided about your pet and their health. This form will be sent to the client after an initial booking enquiry is completed.

1.4 We aim to respond to new booking enquiries within 48hrs so recommend giving at least 48hrs notice for a new booking date.

1.5 All Client bookings must be made directly with Hannah's Furry Friends via the online booking form or via email request.

1.6 We are currently located in Winchester and provide services within Winchester. We are looking to expand our services to other locations. You are able to enquire if you live outside Winchester within a town of close proximity but we cannot confirm that we will be able to facilitate the booking currently.

1.7 The client should provide information about parking and provide parking permits if needed. Any parking charges incurred if a parking permit is not provided will be at the liability of the client.

2.1 Our pricing is available to view under the 'Services' section of our website.

2.2 Bank holidays incur an additional 50% charge to your booking for that day.

2.3 An additional £1 is charged per additional pet for each visit.

2.4 If your pet requires longer then 30 minutes for a visit, an additional £10 will be charged for any extra time up to 30 minutes extra.

2.5 Prices are subject to change based on demand and offers.

2.6 Fees are invoiced prior to the booking. A 50% deposit is required within 48hrs of the booking to confirm the booking. The remainder of the charge will need to be paid within 48hrs of completion of the booking. We will exercise our statutory right to claim interest (at 8% over the Bank of England base rate) and compensation for debt recovery costs under the Late Payment legislation if we are not paid according to our agreed terms.. If clients are happy to, they are also able to pay the full payment upfront.

2.7 Failure to pay at least 50% of the booking charge upfront may lead to cancellation of your booking.

2.8 Payments must be made via bank transfer or cash. Bank details will be provided once the booking is confirmed.

2.9 If your pet requires a vet visit during the pet sitters stay, an additional £10 will be charged. The client will be responsible for all vet fees incurred.

2.10 In the event of a lost or stolen key, the pet sitter will be liable for the replacement of the key and in certain cases replacement of the lock.

2.11 Clients will be responsible for parking charges where a parking permit is not provided at the client's home.

2.12 If the client arrives home early, they will still be responsible for paying the full amount of the booking as confirmed prior. If the client arrives home late, additional charges will incur for each extra visit required as set on the 'Services' page.

3.1 Hannah's Furry Friends requires a minimum of 48hrs notice for cancellations.

3.2 Cancellation fees:

If cancelled within 48hrs of the booking we charge 50% (the deposit amount) of the booking.

3.3 In the case of personal emergencies, adverse and/or extreme weather conditions, we reserve the right to cancel services at short notice. In these circumstances, a full refund will be provided.

4.1 Your pet sitter's name will be confirmed prior to the booking.

4.2 Each pet sitter working for Hannah's Furry Friends has an enhanced DBS Check & is insured for their pet sitting services.

5.1 We aim to provide the highest quality of service for each of our visits. A summary of our services can be found under the 'Services' page on our website.

5.3 For Your Cat / Small Dog, our Services include the following:

• Daily pop ins at the clients home to replenish food, water and remove used litter / waste as per the client's instructions. Timed feeders can also be set. Overnight stays can also be considered.

• We will only let your cat/dog out if provided with explicit instructions to do so. We cannot be held liable if your pet does not return home.

• We will follow grooming instructions provided (e.g. brushing)

• Cuddles & playtime if your pet is social.

• We are able to accommodate medical requirements / treatments if discussed and confirmed prior to the booking.

5.4 For Small Pets, our Services include the following:

• Our small pets service covers rabbits, hamsters & fish. If you would like to enquire about another small animal please complete the booking form to do so.

• Fresh water and food replenishment as per the client's instructions.

• We will clean cages as requested.

5.5 We also provide the following services in regards to your home.

• Taking in post / deliveries from outside.

• Plant care

• Emptying the bins / waste.

• Cleaning pet appliances (The client should provide all cleaning products at their home to facilitate this).

• Other small tasks as requested and agreed prior to the booking.

• All keys will be kept safe and secure with the pet sitter.

5.6 Client satisfaction: Top quality pet care is our priority. Following each booking, we will send the Client an opportunity to provide feedback via email. Negative feedback will be followed up immediately with the pet sitter. Feedback may be published on our website or social media.

5.7 Client complaints: Complaints can be submitted via email or to the pet sitters mobile number. In some cases, a partial or full refund may be provided (as necessary).

5.8 After each visit, photos and updates will be provided via the communication method the client prefers. This can be through text / WhatsApp / email. By making a booking you are consenting to your pets pictures being taken and being used on our social media which can include our website / Facebook / Instagram. Clients should state prior to the booking if they would not like their pets pictures to be displayed online.

5.9 Clients are required to supply all pet supplies for the visits including food / medication / cleaning supplies / litter etc. If any supplies run out and need urgently replacing such as food, a £5 fee will be charged alongside the cost of the supplies.

6.1 All pet sitters employed under Hannah's Furry Friends will comply with the professional code of conduct.

6.2 A summary of the professional code of conduct is set out below (and is in line with the National Association of Professional Pet Sitters code of ethics):

• “To provide quality care for all pets under my supervision and to be ever mindful of their safety and well-being.”

• “To respect and adhere to all requirements as set out by each client. This is not limited to pet care but also extends to respecting and adhering to the rules for behaving within each client’s home.”

• “To promote responsible pet ownership and to work towards increased public awareness of animal rights.”

• “To learn as much as possible about my profession and the pets within my care so that I can provide excellent services to each client.”

• “To conduct business with honesty and integrity and to avoid dishonourable or unethical business practices that would reflect poorly on Your London Pet Sitter Ltd and the pet care industry in general.”

• “To familiarise myself with all laws and local authority regulations pertaining to pet care.”

• “To refrain from defaming my clients and/or competitors in anyway.”

• “To keep my clients anonymous and take all reasonable precautions to ensure a client’s absence from home isn’t detected as a result of any careless actions or disclosures on my part.”

• “To operate my business in such a way that I will be a credit to the pet sitting / care industry and community.”

• “To enhance and improve my pet sitting skills on a continuous basis.”

7.1 In the rare event of a pet emergency (i.e. Injury, death, illness or loss of a pet), your pet sitter will take all reasonable measures including taking the pet to the vet for emergency treatment. The client will be contacted as soon as the incident occurs / as soon as the pet sitter is aware and prior to the pet being taken to the vet. If the client is unable to be contacted, we are authorised to contact the pet's vet which needs to be provided in the Pet Information Form completed prior to the booking.

7.2 The client will be liable for all veterinary fees that are incurred during the course of a booking. An additional £10 is charged for the pet sitter's time.

7.3 Injury and Indemnification:

If a client’s pet unfortunately passes away, becomes ill / injured or lost, Hannah's Furry Friends employees are not liable for any claims.

If a client’s pet injures a pet sitter, any other human or animal, the client will be liable & claim. Hannah's Furry Friends employees will not be held accountable. If your pet is aggressive this should be confirmed prior to the booking as unfortunately we are unable to accommodate any risky animals to help protect our employees health.

7.4 Owners of free-roaming pets and/or cats that use an external cat flap agree to be held accountable for the loss of their pet. The client is held responsible. If an animal is not present during the visit, attempts will be made to call for the animal but if they do not return once the duties have been completed, the pet sitter is eligible after 10 minutes of visiting.

7.5 The client must ensure that their pet(s) are in good health, free from fleas and are wormed. All animals should have their required vaccinations completed.

8.1 All pet sitters will have appropriate pet insurance cover prior to the client's booking.

8.2 It is still however the client’s responsibility to insure their property and their pet(s) accordingly.

8.3 Our Insurance only provides coverage when working during booking timings / providing services at your home.

8.4 It is the client’s responsibility to ensure that the property, its contents, and pets are insured throughout the duration of the service.

8.5 We cannot be held liable for damage / theft to the property that is clearly not in relation to the booking service provider / pet sitter.

8.6 All clients should notify their home insurance company that a pet sitter will be visiting the house.

9.1 In accordance with the General Data Protection Regulation (GDPR), Hannah's Furry Friends will ensure:

• All personal data will be managed fairly and lawfully

• Endeavour to hold relevant, accurate and up to date personal information.

• Will not keep personal data longer than necessary.

• Will keep all personal data secure, at all times.

• Will not share your personal data with any third party for any purpose.