Terms & Conditions

1: Bookings

1.1. A booking shall be made by completing a Booking Form and all the necessary forms have been completed.
1.2. For new Clients, an in-home consultation will be required.

2: Duty of Care

2.1. A change in a pet’s routine and circumstances can cause varying degrees of distress and unpredictable or abnormal behaviour, particularly if their owner is on holiday, pets have no concept or ability to understand that their owner’s absence is temporary and they will be coming back. Our Service Provider’s understand this and will offer comfort and reassurance whilst trying, as far as is practically possible to maintain their normal daily routines.
2.2. In the event of extreme weather which may have an adverse effect on the Client’s pet e.g. heat or thunder storms, the Service Provider shall in their sole discretion take whatever action they consider necessary.

3: Necessities

3.1. The Service Provider will properly dispose of the Client’s pet(s) waste, however the Client shall ensure there is an appropriate supply of bags for that purpose, and indicate their preferred method/location of disposal.
3.2. The Client shall provide sufficient food, cat litter and any treats for their pet(s) for the duration of the Service.
3.3. The Client should call their vet ahead of time to inform them that they are away and should there be an emergency, tell them the actions they wish for them to take.
3.4. The Client shall ensure that the key that is supplied works before leaving.
3.5. The Client shall have extra supplies of cat food available in the event that they cannot return when expected.
3.6. The Client shall leave everything needed for the Service Provider in one general area.
3.7. The Client shall leave a key for a neighbour in the event of an emergency or extreme weather.
3.8. The Client shall inform the security company of authorised persons in the home, if applicable.
3.9. The Client shall be sure to leave enough bags of cat litter for the entire stay.
3.10. The Client shall prepare their home: Thermostat adjusted to desired temperature suitable for pets. All off-limit rooms have their doors closed. Any external gates/buildings are locked. All doors and windows closed and locked. Any last-minute instructions please leave on kitchen work top. All pets inside home when leaving.

4: House cleanliness

4.1. The Service Provider shall clean up after the Client’s pets to the best of their ability.
4.2. The Client shall make available cleaning materials in the event of any ‘mistakes’ within their property.
4.3. The Client shall show the Service Provider the location of appropriate cleaning materials, including but not limited to plastic bags, disposable gloves, towels, disinfectant, paper towels and bin bags.
4.4. The Service Provider cannot be held liable or responsible for any stains, marks or damages caused by the fouling or attempts to clean it.

5: Damage to property or possessions

5.1. Any damage to the property or possessions of the Client in their absence, however caused by the pet shall be recorded by the Service Provider and were considered by the Service Provider to be serious enough to inform the Client, they will do so at the earliest opportunity by whatever means is available. Any costs, including administration and man-power in providing such notice may be recoverable from the Client.

6: Medicines

6.1. It shall be the sole responsibility to ensure the Service Provider is fully aware of any health issues the pet is experiencing or has suffered in the past. The Service Provider cannot be held liable for any actions or omissions which result in problems or complications for anything not disclosed.
6.2. The Service Provider shall follow instruction given on the Booking Form but cannot be held liable for any complications which may arise.
6.3. In the event of a pet having a contagious illness or disease which has not been disclosed, the Client may be liable for the costs of treatment given to other animals which become infected.

7: Sick or injured pets

7.1. If the pet is taken sick or injured the Service Provider will notify the Client at the earliest convenience using whatever method is available to take instructions or guidance. In the event of the Service Provider not being able to contact the Client, or in an emergency situation, the Service Provider shall, if in its own opinion the pet needs veterinary attention/treatment/opinion the Service Provider shall make arrangements as necessary, in the best interest of the pet. Any veterinary bills shall be directly chargeable to the Client.

8: Keys

8.1. Where it is necessary for the Service Provider to hold keys to a property, the Client shall provide one of each key needed.
8.2. Keys will be returned upon completion of this Agreement providing all fees due have been paid.

9: Privacy

9.1. It shall be the Client’s sole responsibility to ensure the information provided to the Service Provider is current and up to date, the Client agrees to accept any decision made by the Service Provider in the event of the Service Provider not being able to contact the Client as a result of wrong information held.

10: Insurance

10.1. The Client is advised to check to see if its insurance provider need informing that someone will have access to the Client’s property whilst they are away.

11: Third Parties

11.1. The Client shall advise the Service Provider of anyone who will have access to their property during any periods of the Client’s absence, including but not limited to cleaning services, maintenance personnel, friends, family and neighbours.
11.2. The Service Provider shall not be liable for other persons or their actions or omissions who will be in, or have access to the Client’s property before, during or after services have been rendered.

12: Service Provider’s companion

12.1. The Service Provider may have a spouse, partner, family member or friend accompany them whilst providing the scheduled services. No costs will be applied to the Client’s account for any assistance the companion provides.
12.2. The Client understands that the Service Provider may wish to take a companion, all companions will be subjected to whatever checks the Service Provider considers necessary or appropriate.

13: Disease Prevention

13.1 We have specific disease prevention and control procedures which we follow at all times, to ensure we minimise the potential for cross-contamination and onward transmission of viruses between humans and pets in our care. There are no absolute guarantees, but we can practice as safely as possible.
13.2. The overall responsibility for hygiene best practice in our pet care business belongs to Gemma Saunders. But it is also the responsibility of us all, to do our best and therefore something we take incredibly seriously. We ask you to please follow current government guidelines in regards to an infectious disease, specially Covid-19.

14: Other Zoonotic Diseases

14.1 Our biosecurity policy includes steps to reduce the spread of these types of diseases. This is achieved by: Cleaning routines. Using personal protective equipment (PPE) and clothing e.g. gloves, disposable aprons and face mask. Washing hands thoroughly with soapy water, using hand sanitisers between handling pets or wearing disposable gloves.

Service Agreement

This agreement is made on the date at which an email response to acknowledging and accepting the Service Agreement, Policies and Procedures and Booking Form is received by The Service Provider. This Agreement is between the below address (The Service Provider) and the address specified on the above Booking Form under Personal Details, Name, Address and Email Address (The Client).
Gem’s Cats
Gemma Saunders
63 Maple Street
Lincoln
Lincolnshire
UK
LN5 8QS
gemscats@hotmail.com

(Together the “Parties”)
The Client wishes to engage the Service Provider and the Service Provider agrees to undertake the services (hereafter referred to as the “Services”) as set out in the Booking Form in accordance with the policy and procedures and subject to the terms and conditions of this Agreement. Any reference to pets in this Agreement shall refer to those specified on the Booking Form.

1. Commencement Date and Duration
This Contract shall commence on the date at which a confirmation of acceptance of the Service is received by The Service Provider via email. After the Service dates the Contract will continue in full force and effect unless and until terminated by either party giving 30 days’ notice in writing to the other party.
2. Services
2.1. The Service Provider shall perform the Services in an attentive, reliable and caring manner, using all reasonable skill and care, having due regard to the Policies & Procedures and any relevant information set out in the Booking Form.

2.2. The Service Provider shall act in accordance with all reasonable instructions given by the Client provided such instructions are compatible with the specification of Services provided in the Policies and Procedures and Booking Form.

2.3. The Service Provider shall be responsible for ensuring that it complies with all statutes, regulations, byelaws, standards, code of conduct and any other rules relevant to the provision of Services.

3. Client’s Obligations
3.1. The Client shall use all reasonable endeavours to provide all pertinent information to the Service Provider necessary for the Service Provider’s provision of the Services. This includes any changes that may occur after the service agreement has been signed.

3.2. The Client authorises the Service Provider to carry out the Services.

3.3. The Client agrees that the information provided to the Service Provider is true to the best of his information, knowledge and belief.

3.4. The Client confirms that all vaccinations, treatments, licences, permits etc which he/she is obliged to have by law arising from the ownership of the pet have been obtained.

3.5. The Client may issue reasonable instructions to the Service Provider in relation to the Service Provider’s provision of Services. Any such instructions should be compatible with the specification of Services provided in the Policies and Procedures.

3.6. The Client will be responsible for all medical expenses and damages resulting from any injury to the Service Provider, their partner, its employees and agents, or to other persons by the pet.

3.7. The Client shall fully indemnify the Service Provider in respect of costs and damages arising from any claim from any person suffering either injury or death caused by the Client’s pet.

3.8. The Client authorises the Service Provider to arrange for any emergency veterinary care that may be necessary during the provision of its Services. The Service Provider shall use all reasonable efforts to obtain the Client’s consent prior to obtaining emergency care.

3.9. The Client agrees to reimburse the Service Provider for any additional fees and expenses for providing emergency care. The Client further agrees to cover the cost of additional visits which may be necessary to ensure the pet’s safety or to monitor the pet’s progress in recovering from sickness or injury.

3.10. The Service Provider shall use its best efforts to use the pet’s normal Veterinary Surgeon wherever possible. The Client authorises the Service Provider to appoint an alternative Veterinary Surgeon to examine the pet and carry out such treatment or surgery as may be appropriate if the pet’s normal Veterinary Surgeon is not available.

3.11. The Client shall ensure that the Service Provider has access to the Client’s home or other specified location at the times to be agreed between the Service Provider and the Client.

3.12. Any delay in the provision of Services resulting from the Client’s failure or delay in complying with any of the provisions in this Clause 3 shall not be responsibility or fault of the Service Provider.

4: Fees and Payment
4.1. The Client agrees to reimburse the Service Provider for any additional fees for providing emergency care, as well as any expenses incurred for, without limitation, unexpected visits, transportation, housing, food or supplies on proof of a valid receipt.
5: Cancellation, Bookings and Payments
5.1. A booking is only confirmed once a non-refundable deposit of 50% of the total service fee has been received.
The remaining 50% balance must be paid no later than 24 hours before the first scheduled service. Failure to pay the outstanding balance by this deadline may result in the booking being cancelled. The 50% booking deposit is non-refundable unless I am unable to provide the agreed service. Any refunds issued at my discretion will be processed within a reasonable timeframe.
If you need to cancel your booking, a minimum of:
5.1.1. 7 days’ notice must be given before the first scheduled service. 7 or more days’ notice: No further payment will be due beyond the non-refundable booking deposit.
5.1.2. Less than 7 days’ notice: The full service fee (100%) will remain payable, as the time has been reserved exclusively for your booking and it is unlikely that the dates can be filled at short notice.
This cancellation policy applies regardless of the reason for cancellation, except where otherwise agreed at my sole discretion.
5.2. Without prejudice to clause 9.1, in the event of the Service Provider cancelling or otherwise not being able to provide the Services, the Service Provider should give at least 7 days’ notice of being unable to carry out the service, (for example in the case of having a holiday booked) the Service Provider shall either:
5.2.1. Arrange alternative services or providers to a value and quality that would have been provided; or
5.2.2. In either case, provide 24 hours’ notice, or if 24 hours is not practical, for example in a sudden event or emergency, notice as soon as it is reasonably possible.
6: Termination
6.1. This Agreement can be terminated by;
6.1.1. Either Party serving not less than 30 days written notice on the other Party;
6.1.2. The Service Provider at its sole discretion, may limit, suspend, or terminate your right to participate without forgiveness of any remaining payments if you/your pet becomes disruptive or difficult to work with or fail to follow guidelines. This includes but not limited to the client becoming difficult to work with or should the cat become aggressive or show signs of aggressive tendencies towards the Service Provider.
6.2. The Client shall pay the Service Provider for all fees, expenses and charges incurred up to the date of termination of this Agreement.
7: Insurance
7.1. It is agreed by the Parties that it is the Client’s responsibility to ensure that the property, its contents and pets are adequately insured throughout the duration of the Agreement.
8: Cat Flap
8.1. The Client understands the potential consequences that could occur to their pets while having access to a cat flap, or other openings allowing the pet to leave the premises. They agree to release The Service Provider from all liability should their pet become lost, injured or otherwise harmed which may result in their pet having access to an open cat flap or other opening such as windows and open doors.
8.2. The Service Provider agrees to exercise all reasonable and due care to prevent injury or death the pet – however, in the event of injury/death, except those caused by reckless acts on the part of The Service Provider, the Service Provider will not be held liable for such injury/death of The Clients pet as a result of unrestricted access to the open.
8.3. In particular, administration of medication for The Clients pet will require them to leave the cat flap locked. The Service Provider will not be held responsible if the pet misses the medication dose due to absence.
8.4. In the event of The Clients pet going missing, The Service Provider will continue to provide care visits for your pet for the duration of the service term.
8.5. The Service Provider will notify your emergency contact, the vet and the relevant authorities that the Clients pet is missing from their home.
9: Indemnity and liability
9.1. The Service Provider shall not be liable for any loss or damage suffered by the Client resulting from the Client’s failure to follow any instructions given by the Service Provider.
9.2. The Client shall accept full liability and responsibility for any event occurring or arising from the behaviour or characteristics of their pet.
9.3. The Client will indemnify the Service Provider against any damage or injury caused by the pet towards any property, person or other animal, this will include, but is not limited to veterinary, medical and legal fees.
9.4. The Service Provider shall not be responsible for any damage caused to the Client’s property or possessions or that of others caused by the Client’s pet during the period the pet is in their care. The Client agrees to indemnify the Service Provider against any such claims as may be made against it arising out of or in connection with this Clause.
9.5. The Service Provider accepts no responsibility or liability for the security of the Client’s property or premises, or any loss or damage which may be sustained as the result of action taken by third parties who also have access to the Client’s property or premises either before, during or after expiry of this Agreement.
9.6. The Service Provider shall not be liable for the injury, loss, death or any actions, fines or penalties as may be imposed on pets permitted unsupervised access to the outdoors.
9.7. The Service Provider will care for your pet as the Client would, and whilst the Service Provider will make every effort to ensure the safety of the pet and ensure that the pet is well looked after in the Client’s absence, the Service Provider cannot be held liable for any loss, illness or injury of any pet whilst in the Service Provider’s care, nor for any death of a pet unless the Service Provider can be shown to be negligent.
9.8. The Client is responsible for any veterinary bills, no matter how they are incurred, whilst pets are in the care of the Service Provider.
9.9. Nothing in this Agreement shall limit or exclude the Service Provider’s liability for death or personal injury.
9.10. Where parking restrictions apply at the client’s property or nearby, it is the client’s responsibility to ensure that suitable parking is available for the duration of the booked service. If a parking permit, visitor permit, parking pass, key fob, registration of vehicle details, or parking payment is required, these must be provided or arranged before the first scheduled visit. Clear instructions on how to use them must also be given. If the required parking arrangements have not been made available, I will make reasonable efforts to contact the client and locate or obtain the permit or parking instructions. However, I cannot guarantee that these will be found or obtained in time. Should I receive a Parking Charge Notice (PCN), parking fine, penalty, or any other parking-related charge as a direct result of the client failing to provide or arrange the necessary parking permissions or information, the client agrees to reimburse the full amount of the charge within 14 days of receiving a copy of the notice. I reserve the right to suspend or cancel services where safe and lawful parking cannot be obtained, where doing so would prevent me from carrying out the agreed service.
10: Keys
10.1. The Service Provider will safeguard Client’s key(s) in a manner consistent with that of the professional pet/home service industry, which includes tagging, coding and storing of key(s) in a manner that offers reasonable protection to Client in the event of loss or theft of key(s). Following the service period, The Service Provider will securely retain Client’s key(s) for safekeeping until Client contacts Gemma Saunders to arrange repossession of key(s) or states certain action within the Booking Form.
10.2. Should The Client request for their house key to be left in an designated area (such as on a counter in your home or posted through letter box, under plant pot i.e left someone under your instruction) on the last service visit. Please be aware due to possible return delays from the client, the client’s home and pets could be left neglected. The safety of the Client’s home and pets is The Service Providers top priority while The Client is away.
11: Aggressive or unsocial animals
11.1. Should any pet become aggressive or dangerous, the Service Provider shall, in their sole discretion take whatever action they consider necessary in the best interest of the animal, other animals or people which may be encountered. This may, without limitation, include:
11.1.1. a refusal to offer the Services and immediate termination of this Agreement;
11.1.2. obtaining assistance from a Vet or the R.S.P.CA
11.1.3. placing the pet in a boarding cattery.
11.2. Any fees and costs incurred in taking action pursuant to clause 9.1 shall be directly chargeable to and recoverable from the Client.
11.3. The Service Provider shall not be liable to the Client for any refund of Fees where the Client has not specified the behaviour and characteristics of the pet in the Booking Form.
12: Vet Care
12.1. In the event of an emergency, The Client authorises the veterinarian to administer medical treatment and will be responsible for payment to the veterinarian upon their return.
12.2. The Client gives The Service Provider permission to transport my pet(s) to the veterinarian and authorize treatment in the event of an emergency or sickness.
12.3. If the Clients Vet is not available, The Client I authorises the Service Provider to transport their pet(s) to a veterinarian of choice and authorise treatment. If emergency care is needed after regular office hours, their pet(s) may be taken to the nearest Veterinarian Emergency Clinic/Hospital.
12.4. The Client agrees to be responsible for all charges upon their return including, but not limited to, vet fees, extra visit fees and transportation fees.
12.5. The Client agrees that the Service Provider is released from all liability related to transportation to and from veterinarian and treatment for sickness or emergency.
12.6. This release will remain valid for all current and future visits unless a new release is signed.
13: Force Majeure
13.1. Neither party shall be liable in damages or have the right to terminate this Agreement for any delay or default in performing its obligations under this Agreement caused by conditions beyond its control including but not limited to acts of God, war, pandemics, strikes, fires, floods, governmental restrictions or power failures.
13.2. The Party (the “Affected Party”) prevented from carrying out its obligations shall give notice to the other Party of an Event of Force Majeure upon it being foreseen by, or becoming known to, the Affected Party.
14: Assignment and Team Members
14.1. The Service Provider shall be entitled to perform any of the obligations undertaken by it through any other member of its group or through suitably qualified and skilled sub-contractors. Any act or omission of such other member or sub-contractor shall, for the purposes of this Agreement, be deemed to be an act or omission of the Service Provider.
14.2. To ensure continuity of care and the reliable delivery of services, I reserve the right to use trusted, vetted subcontractors or team members to carry out services on my behalf where necessary. Where appropriate, a team member may accompany me on one or more visits for training, shadowing, or familiarisation purposes. This allows them to learn your pet’s routine, your home procedures, and your specific care requirements should they need to provide the service independently in the future.
14.3. In some circumstances, more than one subcontractor or team member may be required to carry out services during the course of a booking. This may be due to availability, illness, emergencies, annual leave, scheduling requirements, or to ensure continuity of care.
14.4. All subcontractors and team members acting on my behalf are carefully selected, fully insured (where applicable), bound by confidentiality, and are required to follow the same professional standards, procedures, and instructions that I adhere to. I remain responsible for the overall management and quality of the services provided under my business.
14.5. Client consent is deemed to have been given for suitably trained team members or subcontractors to attend and carry out booked services on my behalf unless otherwise agreed in writing before the booking commences
15: Data Protection
15.1.The Service Provider shall not use or pass to a third party (other than information needed by a carer to perform their duties). All information relating to the client, their property and pet(s) will be stored in accordance with the data Protection Act 1998.
16: Entire Agreement
16.1. This Agreement, along with the Booking Form and Policy & Procedures constitute the sole and entire agreement between the Parties, and supersedes all prior agreements, representations and understandings of the Parties written or verbal. Any alteration of this Agreement must be in writing and signed or equivalent by both Parties.
17: Notices
17.1. Any notice required to be served under this Agreement shall be in writing and shall be served by hand, post or electronic mail.
17.2. Notices shall be deemed served:
17.2.1. upon delivery, when delivered by hand,
17.2.2. upon accepting delivery by signed receipt post/courier, when delivered by using a ‘signed for upon delivery’ postal service or courier.
17.2.3. immediately following transmission, if by electronic mail provided the sender does not receive a non-delivery message.
18: Governing Law and Jurisdiction
18.1. This Agreement, its formation and any contractual disputes or claims shall be governed by and in accordance with English Law and shall be subject to the exclusive jurisdiction of the courts of England and Wales.
18.2. Any Forbearance, tolerance or delay in either party enforcing its contractual or legal rights shall not prejudice, restrict or prevent the right of the injured party to enforce its rights at a later date or later breach.

Please make payment before the service date via Bank Transfer at least 24 hours before the Service date:
Nationwide
Gemma Saunders
Sort code: 07-04-36
Account number: 12063813
Reference your name please
In signing the Booking Form and/or responding via email; shows that with this Service Agreement, Booking Form and Policies and Procedures, both parties acknowledge they are legally authorised and entitled to do so, they fully understand and accept the terms (having taken legal advice if they consider it appropriate or necessary) and agree to be bound by the terms.