Terms & Conditions

Pet Nanny provides home-visiting care for cats, small pets, reptiles, suitable companion birds, livestock and suitable smallholding animals. Pet Nanny does not provide dog or poultry care, boarding, kennels or cattery services.

A complimentary meet and greet allows us to discuss your pets, routines, home-access arrangements and the support required. An enquiry or meet and greet does not create a booking. Pet Nanny may decline work that is outside the service offered, unsafe, unsuitable or beyond available capacity.

Care will be based on the information you provide in your pet’s Personal Care Profile and any later agreed updates. You are responsible for providing complete, accurate and current information about routines, health, behaviour, medication, veterinary arrangements, access and household risks.

A booking is secured only when the dates, service, price and care arrangements have been agreed and confirmed. Availability shown on the website is a guide only.

Please disclose any known illness, injury, behavioural concern, bite or escape risk, aggression, anxiety, handling restriction or other matter that may affect safe care. Pet Nanny may adapt a visit where reasonably necessary to protect the welfare of the pet, other animals or people.

Routine medication may be given where agreed in advance and where the method is suitable for a home visit. Clear written instructions and an adequate supply must be provided. Pet Nanny does not diagnose conditions or alter veterinary instructions.

If urgent veterinary attention appears necessary, Pet Nanny will make reasonable efforts to contact you or your nominated emergency contact and may seek veterinary advice or treatment where delay could affect welfare. You remain responsible for veterinary fees, transport and other necessary third-party costs.

If a pet develops or is suspected of having an infectious or contagious condition, Pet Nanny will not withdraw essential care without first making reasonable efforts to protect welfare and arrange a safe alternative.

Visits may be adapted through additional protective equipment, changes to visit order, limited handling, isolation arrangements or veterinary biosecurity advice. If continuing the agreed service would create a serious and unavoidable risk, Pet Nanny will work with the client, emergency contact and relevant professionals to arrange suitable alternative care wherever reasonably possible.

You must provide safe, reliable and lawful access arrangements. Keys, codes and access information will be handled with care and discretion. Please tell Pet Nanny about alarms, cameras, other occupants, expected visitors and any access restrictions before care begins.

Please disclose anyone who may be present, visit or have access during the booking. Pet Nanny is not responsible for the actions of household members, visitors, contractors or other carers. Unexpected circumstances may require a visit to be delayed, adapted or ended where personal safety is affected.

Simple agreed tasks such as bringing in post, adjusting lights or curtains, watering plants or observing obvious concerns may be included. These checks are not a security, property-management or maintenance service and do not guarantee that faults, damage, crime or other incidents will be prevented or detected.

The price and what is included will be explained before a booking is confirmed. You are responsible for agreed charges and any necessary third-party costs arising from veterinary care, emergency supplies, transport, locksmiths or other services needed to protect your pets or property.

Please give as much notice as possible of cancellations or changes. Any applicable cancellation terms will be explained before booking. If your return is delayed, contact Pet Nanny promptly. Additional visits are subject to availability and will be charged at the agreed rate.

Visit times are approximate unless a specific time is essential and agreed. Traffic, weather, emergencies, animal welfare needs and other unforeseen events may affect timing. Pet Nanny will prioritise welfare and communicate material changes where reasonably possible.

Pet Nanny will follow agreed precautions and make reasonable efforts to locate and safely recover a missing or escaped pet. Pet Nanny cannot guarantee recovery where an animal escapes despite reasonable care, particularly where there are pre-existing escape risks or failures in fencing, housing, doors, windows or equipment.

You must provide sufficient food, litter, medication, bedding, cleaning materials and any specialist equipment required for the full booking, together with clear instructions. Reasonable replacement purchases may be made where necessary and charged to you.

Visits may be delayed, shortened, adapted or, in exceptional circumstances, postponed where travel or attendance would create a serious safety risk. Pet Nanny will make reasonable efforts to protect welfare and communicate with you or your emergency contact.

Pet Nanny will provide the agreed service with reasonable care and skill. Nothing in these terms excludes liability where it cannot lawfully be excluded. Pet Nanny is not responsible for loss arising from inaccurate or withheld information, pre-existing conditions, defective property or equipment, the actions of third parties, or events outside reasonable control.

Please raise any concern as soon as possible so it can be considered and, where appropriate, resolved. Relevant records may be retained where needed for complaints, insurance or legal purposes.

Personal information is handled in accordance with the Pet Nanny Privacy Policy. These terms are governed by the law of England and Wales, and any dispute will be subject to the courts with jurisdiction under applicable law.