Terms and Conditions

We kindly ask that you take a moment to read these terms carefully. By using our services, you are agreeing to the following terms and conditions set out by WAM Pet Services.

1. Bookings

All bookings must be made directly through Worcester and Malvern Pet Services. Bookings are confirmed once the required payment or deposit has been received.

2. Payments

All payments must be made directly to Worcester and Malvern Pet Services. Pet sitters are assigned by the business, and clients must not make payments directly to individual sitters.

3. Deposits & Payments

  • House sitting and overnight bookings require a 50% deposit to secure the booking dates and sitter.
  • The remaining balance is due after the meet-and-greet has taken place and before the service begins.
  • For all other services, including dog walking, pet visits, wellbeing checks, and small animal care, full payment is required at least 7 days before the service commences.

4. Cancellation & Refund Policy

Due to a high number of last-minute cancellations, and because our sitters often decline other work and make personal arrangements to commit to bookings, all payments and deposits are non-refundable.

In exceptional circumstances, cancellations may be reviewed at management discretion.

5. Cancellation by Worcester and Malvern Pet Services

In the unlikely event that Worcester and Malvern Pet Services needs to cancel a booking, the following refund policy will apply:

  • If Jaima personally accepts a booking and subsequently cancels it, the client will receive a 100% refund of all monies paid.
  • If a booking has been arranged with a member of the Worcester and Malvern Pet Services team and that sitter subsequently cancels, Worcester and Malvern Pet Services will make every reasonable effort to provide a suitable replacement sitter.
  • If a suitable replacement sitter cannot be provided, the client will receive a full refund of all monies paid.

6. Regular Services

For ongoing services, such as dog walking, payments are usually made weekly in advance unless otherwise agreed.

7. Sitter Assignment

Worcester and Malvern Pet Services will assign a trusted pet sitter based on availability and suitability. While we aim to maintain consistency wherever possible, the assigned sitter may vary.

8. Direct Booking

Clients agree not to arrange services directly with pet sitters introduced through Worcester and Malvern Pet Services. All future bookings must be made through the business.

9. Pet Health & Safety

Clients must provide full and accurate information about their pet(s), including behaviour, medical conditions, feeding routines, exercise requirements, and any history of aggression or behavioural concerns. Any such concerns must be disclosed prior to booking.

10. Vaccinations

Clients must ensure that all pets are fully vaccinated and up to date with any vaccinations recommended by their veterinary practice. By confirming a booking, the client confirms that their pet(s) have received the appropriate vaccinations and are in good health.

Worcester and Malvern Pet Services reserves the right to decline or cancel services if vaccination status cannot be confirmed or if there are concerns regarding the health, safety, or welfare of the pet(s), sitter, or other animals.

11. Emergencies

In the event of an emergency, Worcester and Malvern Pet Services will attempt to contact the owner immediately. If this is not possible, the sitter may seek veterinary care in the pet’s best interests.

Any veterinary or associated costs incurred will remain the responsibility of the owner.

12. Veterinary Authority

By confirming a booking, the client authorises Worcester and Malvern Pet Services and its representatives to seek veterinary treatment for their pet(s) in the event of illness, injury, or any emergency where veterinary attention is considered necessary and the owner cannot be contacted promptly.

Every reasonable effort will be made to contact the owner and/or emergency contact before any treatment decisions are made. However, where immediate action is required to protect the health, safety, or welfare of the pet, the sitter may act on veterinary advice and in the pet’s best interests.

The client agrees to be fully responsible for any veterinary fees, medication costs, transportation expenses, or other associated charges incurred as a result of such treatment.

Clients must provide the name and contact details of their registered veterinary practice, along with at least one emergency contact, before the service begins.

Worcester and Malvern Pet Services and its representatives shall not be held liable for the outcome of any veterinary treatment sought in good faith on behalf of the pet

 

13. Access & Security

Clients must provide safe and secure access to the property. Keys, alarm codes, lockbox details, and any relevant instructions must be provided prior to the booking.

14. Overnight House Sitting

To ensure the wellbeing of our sitters and enable them to provide the highest standard of care, clients are required to provide a safe, clean, and suitable environment.

This includes appropriate and comfortable sleeping arrangements, such as a bed, for the duration of the sitter’s stay.

We may request photographs of the property before confirming a booking. This helps ensure the environment is safe, suitable, and comfortable for our sitters and allows us to match the right sitter to your home and pets.

Clients must inform us of any CCTV cameras, recording devices, or monitoring equipment located in or around the property. Cameras must not be positioned in private areas, including bedrooms and bathrooms.

15. Photos & Videos

By using Worcester and Malvern Pet Services, you agree that photographs and videos may be taken of your pet(s) during walks, visits, or overnight stays.

These photographs and videos may be used for marketing and promotional purposes, including:

  • Social media platforms
  • Our website
  • Printed materials
  • Advertisements and promotional campaigns

We understand and respect our clients’ privacy. If your pet is featured online, we are happy to:

  • Not mention your name or your pet’s name.
  • Never disclose your home address or identifying location details.
  • Take close-up photographs and videos where possible to avoid displaying personal belongings, family photographs, or other private information.
  • Delay posting content until you have returned home if preferred for privacy and security reasons.

All content will be captured and shared professionally, with both your pet’s welfare and your privacy in mind.

If you do not wish your pet(s) to be photographed or featured in promotional content, please notify us before the booking begins and we will happily accommodate your request wherever possible.

16. Liability

Worcester and Malvern Pet Services is fully insured. However, we are not responsible for:

  • Pre-existing issues within the home or property.
  • Unforeseen incidents beyond our reasonable control.
  • Damage or injury resulting from undisclosed behavioural or medical issues.
  • Losses arising from inaccurate or incomplete information provided by the client.

Clients remain responsible for any damage caused by their pet(s) and must disclose any known behavioural concerns before booking.

17. Agreement

By confirming a booking with Worcester and Malvern Pet Services, the client confirms that they have read, understood, and agreed to these Terms & Conditions.