Terms of Business for Home from Home Sanctuary
These Terms of Business apply to all customers of Home from Home Sanctuary. Please read them carefully and ensure that you understand them. If you have any questions, feel free to contact us. Nothing in these terms affects your statutory rights under UK consumer law.
Any reference to ‘Us’, ‘We’ or ‘Our’ refers to Home from Home Sanctuary as specified in your booking confirmation email.
Any reference to ‘Form’ refers to the ‘Your Details Form’, which you use to confirm your details with us: [link to your form]
Any reference to Booking Confirmation means the email we send you to confirm the Service booked.
Any reference to ‘Service’ or ‘Services’ refers to the pet service(s) detailed on our website and confirmed in the Booking Confirmation.
1. Contract & Order
These Terms of Business, the Form, and the Booking Confirmation together form our contract with you.
A Booking Confirmation will only be provided after we conduct an initial visit to your property and meet with your pet (the “Meet and Greet”). This is required for all new customers and pets.
Once the Booking Confirmation is sent, a legally binding contract is formed for us to provide the services specified in the confirmation and for you to pay for them.
Each time you book a new service, a new Form must be completed, either by email or via our online booking system. This new service will not be confirmed until we send you a Booking Confirmation.
2. Price
The price of the Service will be discussed during the Meet and Greet and confirmed in the Booking Confirmation. We will ensure that the pricing is accurate and up to date.
All prices are exclusive of VAT unless stated otherwise.
We will notify you in writing, with a minimum of 14 days' notice, of any price increase. You may cancel the service within 7 days of receiving this notice if you do not accept the price increase, as outlined in clause 7 (Your Rights to Cancel a Pet Service).
3. Payment
You will receive an invoice for the Service provided. All invoices must be paid within 7 days of the invoice date.
We accept payment by:
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BACS
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Card payment
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Cheque (if paid by cheque, the invoice must be paid in advance, and the cheque must clear before the service is provided)
Failure to pay on time may incur interest charges and additional fees for overdue payments, as detailed in the full contract.
4. Our Services
We will provide the Services as specified in the Booking Confirmation.
The Service will commence on the agreed start date and continue until the service is completed or terminated as per these Terms.
Services are subject to availability and local licensing requirements. Availability will be confirmed in the Booking Confirmation.
5. Problems with Our Service
We always strive for a seamless service experience. However, if you encounter any issues, please inform us as soon as possible. We will work to address and resolve any problems promptly.
6. Complaints and Feedback
Your feedback is important to us. If you wish to file a complaint or provide feedback, please contact us by email or phone. We will aim to resolve any concerns quickly and efficiently.
7. Your Rights to Cancel a Pet Service
Cancellations of services like dog walks and visits must be made at least three working days before the scheduled service. Cancellations made less than three days in advance will incur the full service charge.
For home boarding, day-care, pet sitting, or house-sitting services:
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Cancelling 12 weeks or more before the service date: full deposit refund.
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Cancelling between 12 and 6 weeks: 50% refund.
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Cancelling within 6 weeks: no deposit refund.
Cancellations should be made by email to the contact provided in your Booking Confirmation. The cancellation is effective once we confirm receipt via email.
8. Events Outside Our Control (Force Majeure)
In the event of uncontrollable circumstances such as extreme weather, natural disasters, or emergencies, we may be unable to provide services. In such cases, we will notify you and make reasonable efforts to find an alternative or issue a refund.
9. Other Important Terms
We may revise these Terms of Business from time to time. You will be notified of any changes. If you do not agree to the changes, you may cancel the contract within 5 days of being notified.
10. Governing Law and Jurisdiction
This contract is governed by the laws of England and Wales. Any disputes arising from this agreement will be settled in the courts of England and Wales.
This contract is binding once you confirm the details in your Booking Confirmation. Please make sure to read the full version for additional clauses related to the service, liability, and termination.