Pet Visit Service Agreement

Charlie & Chums Pet Services

and

“The Customer/Client”

The Customer/Client wishes to engage CHARLIE & CHUMS PET SERVICES to fulfil services, and the company agrees to undertake services (hereafter referred to as the “Services”) as set out in the Service Invoice / Request Message and in accordance with the policy and practices document (“Terms and Conditions”) and subject to the conditions of this Agreement.

(1.0) Commencement Date and Duration

(1.a) This Agreement shall commence from the date of signing and shall remain in effect until either party terminates the arrangement as per the Termination clause in the Terms and Conditions section of the Agreement.

(1.b) A cooling off period shall be in effect should this Service Agreement be signed in the Customer/Client’s home. The cooling off period is not applicable if the Service Agreement is signed on CHARLIE & CHUMS PET SERVICES premises. The cooling off period is 7 (seven) days. The Customer/Client is entitled to cancel this Service Agreement and incur no penalty on the condition that no Services have been booked for specific dates, and / or no deposits have been paid.

(1.c) If Services have been booked for specific dates, any deposits have been paid or the Customer/Client has asked for the Services commence within the 7 (seven) day cooling off period, the Customer/Client is deemed to have waived their right to a cooling off period.

(2.0) The Offering of Services

(2.a) For the avoidance of doubt, the services offered by CHARLIE & CHUMS PET SERVICES and covered under this Service Agreement are Pet Home Visits, Pet Pop Ins & Cat Visits, hereafter collectively referred to as “the Services”.

(2.b) CHARLIE & CHUMS PET SERVICES shall perform the Services in an attentive, reliable and caring manner, using all reasonable skill and care, having due regard to the Terms and Conditions and any relevant information as noted on the Service Invoice.

(2.c) CHARLIE & CHUMS PET SERVICES shall be responsible for ensuring that it complies with all statutes, regulations, byelaws, standards, codes of conduct and any other rules relevant to the provision of Services.

(2.d) CHARLIE & CHUMS PET SERVICES shall act in accordance with all reasonable instructions given by the Customer/Client provided such instructions are compatible with the specification of Services including those provided in the Terms and Conditions section of the Agreement. For the avoidance of doubt, where the Customer/Client’s wishes conflict with relevant current UK legislation, the legislation prevails.

(3.0) Customer/Client’s Obligations

(3.a) The Customer/Client shall read and agree to follow the pertinent information in the Terms and Conditions, as is applicable for the required Services.

(3.b) The Customer/Client shall use all reasonable endeavours to provide information to CHARLIE & CHUMS PET SERVICES necessary for CHARLIE & CHUMS PET SERVICES to provide Services.

(3.c) The Customer/Client authorises CHARLIE & CHUMS PET SERVICES to carry out the Services.

(3.d) The Customer/Client agrees that the information provided to CHARLIE & CHUMS PET SERVICES is true to the best of their information, knowledge and belief.

(3.e) The Customer/Client may issue reasonable instructions to CHARLIE & CHUMS PET SERVICES in relation to CHARLIE & CHUMS PET SERVICES’ provision of Services. Any such instructions should be compatible with the specification of Services including those provided in the Terms and Conditions.

(4.0) Booking and Cancellations

(4.a) Booking discussions shall not be considered as ‘confirmed’ until CHARLIE & CHUMS PET SERVICES provides the Customer/Client with a written confirmation that the booking has been accepted. If a deposit is required, the booking shall not be considered as ‘confirmed’ until the deposit Service Invoice has been paid.

(4.b) Each date that is booked for the Services is a unique and individual request. Moving or transferring booked dates is considered a cancellation and a re-book of services and is subject to the standard cancellation policy. If the cancelled dates can be filled by another guest, the cancellation fee shall not be applicable.

(4.c) Customer/Clients agree that if the Services are not used for 18 (eighteen) months or more, a new Registration Form must be completed, and the pet may need to undertake a further trial or assessment prior to booking.

(4.d) CHARLIE & CHUMS PET SERVICES shall use all reasonable endeavours not to cancel booked services, however if cancellation is necessary at short notice due to illness, all monies paid for the Services shall be returned to the Customer/Client.

(4.e) CHARLIE & CHUMS PET SERVICES shall give the Customer/Client at least 1 (one) months’ notice for planned holidays and absence.

(4.1) Block Bookings for Holidays

(4.1.a) For ‘Block Bookings’ of 4 (four) days or more (such as holiday feeding), a 25% (twenty five percent) non-refundable deposit to hold an available space when Services are booked. The deposit must be paid by the date stated on the Sevice Invoice for the booking or the booking will be cancelled, and the space offered to another Customer/Client. The 75% (seventy five percent) balance is due before the first day of service begins. If the Customer/Client cancels, CHARLIE & CHUMS PET SERVICES will cancel the Service Invoice for the balance and retain the deposit for any spaces that cannot be filled with another Customer/Client.

(4.2) Regular Bookings

(4.2.a) For ‘Regular’ services (such as a pet that is fed every Wednesday under a rolling agreement), 24 (twenty-four) hours’ notice is required to cancel individual bookings or a 100% (one hundred percent) cancellation fee is charged. Customer/Clients are required to give 7 (Seven) days notice to cancel multiple bookings in a week (or multiple weeks), for instance, due to a holiday.

(4.3) Ad Hoc and Short Block Bookings

(4.3.a) For ad hoc, one -off services, 24 (twenty-four) hours’ notice is required to cancel booked services, or a 100% (one hundred percent) cancellation fee is charged.

(5.0) Fees and Payment

(5.a) CHARLIE & CHUMS PET SERVICES will charge the Customer/Client for the Services as quoted in the Service Invoice (the “Fees”) and the Customer/Client agrees to pay CHARLIE & CHUMS PET SERVICES the Fees, promptly when they fall due.

(5.b) Approved payment methods are listed on the Service Invoice.

(5.c) Bookings for Services to be carried out on a public holiday shall be charged at 1.5 x the standard rate (time and a half).

(5.d) The Customer/Client agrees to pay for any additional fees for providing emergency care, as well as any expenses incurred for unexpected additional visits, food or equipment on presentation of a valid receipt.

(5.e) If the Customer/Client fails to make payment on a due date, then CHARLIE & CHUMS PET SERVICES shall, without prejudice to any other rights or remedies of CHARLIE & CHUMS PET SERVICES, have the right to charge the Customer/Client interest on a weekly basis at the rate of £10 per week.

(5.f) Should any payment due under this Agreement remain unpaid for 3 (three) days after it falls due, CHARLIE & CHUMS PET SERVICES will be relieved of their contractual obligations under this Agreement to provide the Services until such time as payment is made.

(5.1) Block Bookings for Holidays

(5.1.a) Payment for ‘Block Bookings’ must be made in advance of the start of the Services, no later than the day before the service start date.

(5.2) Regular Bookings

(5.2.a) Payment for ‘Regular’ bookings is required weekly / monthly as agreed upon by both parties, in advance of the services being carried out.

(5.3) Ad Hoc and Short Block Bookings

(5.3.a) Payment for ‘ad hoc services is required weekly, in advance of the services being carried out.

(6.0) Pricing and Rate Reviews

(6.a) Service rates are reviewed bi-annually. Customer/Clients shall be given a minimum of 1 (one) months’ notice of planned price changes.

(6.b) Customer/Clients may book dates into the next calendar year provisionally; however, they will be subject to any planned price changes. When the new rates are announced, Customer/Clients have 7 (seven) days to cancel without penalty, after which time deposit requests shall be issued.

(6.c) Customer/Clients booking Services for future dates after the next price review shall be charged the rate on the day of booking if a deposit has been paid as requested.

(7.0) Termination and Notices

(7.a) The relationship between CHARLIE & CHUMS PET SERVICES and the Customer/Client shall remain in place until either party give notice in writing. The relationship shall not be severed until all Services that have been paid for, or partially paid for, have been provided. Should the Customer/Client wish to terminate the relationship without using the Services that have already been paid for, no refund shall be issued.

(7.b) CHARLIE & CHUMS PET SERVICES reserve the right to terminate services with immediate effect if a pet shows undeclared aggression toward people or other animals.

(7.c) Any notice required to be served under this Agreement shall be in writing and shall be served by hand, post or electronic mail, or message service such as text, Messenger, or WhatsApp.

(8.0) Standards and Insurance

(8.a) CHARLIE & CHUMS PET SERVICES agree to provide a professional and reliable service to their Customer/Clients. All animals under the care of CHARLIE & CHUMS PET SERVICES will be given the full care and attention needed to make their experience both fun and safe. 

(8.b) Customer/Clients, however, must accept that accidents or illness may occur in such a manner that can neither be foreseen nor prevented by CHARLIE & CHUMS PET SERVICES.  CHARLIE & CHUMS PET SERVICES shall be held harmless in the following circumstances, unless CHARLIE & CHUMS PET SERVICES can be shown to be negligent:

If the Customer/Client’s pet causes harm to a person or another animal, or damages property.

If the Customer/Client’s pet is injured or involved in or causes an accident.

If the Customer/Client's pet causes a third party to claim for damages by way of injury to a person or an animal, or damage to property.  In such cases, the Customer/Client will indemnify CHARLIE & CHUMS PET SERVICES against such claims and will liaise directly with the claiming third party.

(8.c) CHARLIE & CHUMS PET SERVICES is covered by third party liability insurance, but it is highly recommended that Customer/Clients have their own pet insurance to cover liability claims from a third party.

(9.0) Veterinary Waiver

(9.a) If a pet is taken sick or injured during the period of the Service, CHARLIE & CHUMS PET SERVICES shall notify the Customer/Client as quickly as is reasonably practical using all reasonable methods of communication available to both parties, to request guidance. If CHARLIE & CHUMS PET SERVICES is not able to contact the Customer/Client or the Customer/Client’s Emergency Contact, CHARLIE & CHUMS PET SERVICES shall take the pet to a Veterinary Practice on behalf of the Customer/Client and make the best possible medical decisions for the pet with the recommendation and support of a Veterinary Professional. Any veterinary bills shall be directly chargeable to the Customer/Client.

(9.b) CHARLIE & CHUMS PET SERVICES shall use its best efforts to use the pet’s normal Veterinary Practice wherever possible. The Customer/Client authorises CHARLIE & CHUMS PET SERVICES to appoint an alternative Veterinary Practice to examine the pet and carry out such treatment or surgery as may be appropriate if the pet’s normal Veterinary Practice is not available, or the geographic location and severity of the injury predicates that the nearest Veterinary Practice must be used.

(9.c) By signing this Agreement, the Customer/Client gives CHARLIE & CHUMS PET SERVICES the authority to discuss a pet’s health and treatment with a Veterinary Professional in accordance with General Data Protection Regulation (GDPR) (and subsequent revisions of the legislation). The Customer/Client also gives CHARLIE & CHUMS PET SERVICES permission to present and share this signed Agreement with a Veterinary Practice where it is necessary under GDPR to manage a pet’s care.

(10.0) Aggressive or Unsocial Animals

(10.a) Should any pet become aggressive or dangerous, CHARLIE & CHUMS PET SERVICES 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, including (but is not limited to) taking the pet for a vet check to rule out pain, limiting visits or contact with the pet to avoid injury, and requesting that the emergency contact take over the remainder of the visits for the booked period.

(11.0) Force Majeure

(11.a) 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, strikes, fires, floods, governmental restrictions or power failures.

(11.b) 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.

(12.0) Assignment

(12.a) CHARLIE & CHUMS PET SERVICES 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 with the written consent of the Customer/Client.

(12.b) 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 CHARLIE & CHUMS PET SERVICES.

(13.0) Data Protection and Privacy

(13.a) Personal information shared with CHARLIE & CHUMS PET SERVICES for the purpose of using Services will not be sold or shared with third parties, in accordance with GDPR 2018 (or subsequent revision). Information is held on paper and electronically for periods required by The Animal Welfare (Licensing of Activities Involving Animals) (England) Regulations 2018 and HMRC.

(13.b) In accordance with GDPR, the Customer/Client gives CHARLIE & CHUMS PET SERVICES permission to share information from this signed Agreement with Veterinary Practices as is necessary to provide care and gives the Veterinary Practice permission to discuss pet care with CHARLIE & CHUMS PET SERVICES where the Customer/Client is not able to be contacted.

(13.c) Customer/Clients are advised that CHARLIE & CHUMS PET SERVICES may take and use photographs of pets for marketing purposes; however, no specifics pertaining to the location of the pet, or the owner will be divulged publicly.  Customer/Clients who do not wish for CHARLIE & CHUMS PET SERVICES to use photos of your pet for marketing purposes, must tell the company in writing via email.

(13.d) It is understood and accepted that Customer/Clients may choose to use CCTV to observe or record their pet in their absence.CHARLIE & CHUMS PET SERVICES requires that Customer/Clients inform the business when CCTV is being used. CCTV must allow for a reasonable degree of privacy within the home, not filming in a bathroom, or any room designed for sleeping or changing clothes. All inside cameras must be turned off or covered up while the Pet Sitter is inside the house. They can be turned on or uncovered when the sitter leaves. Outside cameras such as doorbells are fine.

(14.0) Entire Agreement

(14.a) This Agreement, along with the Registration Form, Terms and Conditions, and each Service Invoice 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 by both Parties.

(15.0) Governing Law and Jurisdiction

(15.a) 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.

(15.b) 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.