Terms of service
This page summarises how we work together so there are no surprises. We go through everything in full at your consultation, along with our insurance and DBS documentation. Full written terms are provided before your first booking.
Getting started
New customers begin with a free consultation. A member of our management team visits you at home with the team member who will care for your pet, so we can meet your pet, understand your requirements (exercise, feeding, routine and medical background) and answer your questions. We’ll set you up on our online customer portal, where you can request and manage bookings.
Bookings
Services are requested and confirmed through your customer portal. We offer pet care 363 days a year, as a recurring schedule or ad-hoc. Our services are in high demand, so please book as early as you can, especially around holidays.
Payment
Dog walking and day care are invoiced monthly, from the 26th to the 25th, and paid by bank transfer. For cat sitting or dog boarding, a 50% deposit is required on confirmation to secure your slot, with the balance due on the day your service starts. You’ll receive an invoice once a booking is confirmed.
Cancellations
We understand plans change. Please give us as much notice as possible so we can offer your slot to another customer. Specific notice periods for recurring walks, boarding and cat sitting are confirmed in your written terms at the consultation.
Keys & security
Anyone holding a key to your property has an enhanced DBS check. Keys are stored securely and never labelled with your address. Access arrangements are agreed with you at the consultation.
Insurance & care
We are fully insured, our boarding and day care homes hold current council animal activity licences, and our team are canine first aid trained. Insurance and DBS documentation is available for you to see at the consultation. In an emergency we act in your pet’s best interest and contact you as soon as possible.
Who we are
The Pet Butler is the trading name of Elaine McKay, a sole trader. Our postal address is 50 Hart Plain Avenue, Waterlooville, PO8 8RX.
Questions
Anything you’re unsure about? Email woof@thepetbutler.co.uk or call 07809 827 462. You may also want to read our FAQs and privacy policy.
