Terms & Conditions
These Terms & Conditions apply to services provided by Connected Companions. By making, confirming or proceeding with a booking with us, the client confirms that they have read, understood and accepted these terms.
Our priority at all times is the safety, welfare and happiness of the animals in our care. As animal care is unpredictable by nature, reasonable flexibility is an important part of the services we provide.
1. Bookings
All bookings are subject to availability and are not considered confirmed until accepted by Connected Companions.
Booking requests, changes and additional services should be arranged directly through Connected Companions.
The client is responsible for providing complete and accurate information about their pet, home and care requirements before the service begins.
Any significant changes to a pet's health, behaviour, routine or circumstances must be communicated to us as soon as possible.
Last minute bookings may be accepted where we have availability, however greater flexibility may be required regarding scheduling and which team member provides the service.
2. Timings & Scheduling
Due to the nature of animal care and travelling between clients, all times provided by Connected Companions are approximate unless a specific time has expressly been agreed by us as a fixed requirement.
This includes arrival times, departure times, walk times, visit times, sitting arrival and departure times, Secure Pack Play collections and drop offs and transport times.
A time being discussed, requested or displayed when arranging a booking does not by itself make that time guaranteed.
Our schedules involve multiple animals across different locations and can be affected by traffic, road closures, travel times, previous appointments, delays involving another animal, emergencies, weather and other circumstances which cannot always be predicted.
We will make reasonable efforts to provide services around the expected time and around each animal's normal routine, however reasonable variation should be expected and exact timings cannot ordinarily be guaranteed.
Where a client provides a preferred timeframe, we will make reasonable efforts to work within it but this should not be treated as a strict appointment window unless we have specifically agreed otherwise.
Time Sensitive Care
If a pet has medication, feeding, medical treatment, toileting or another welfare requirement which must genuinely take place at or within a specific time, the client must tell us before the booking is confirmed.
The requirement must be specifically accepted by Connected Companions before it will be treated as a fixed timing commitment.
Where a strict timing requirement has not been disclosed and agreed beforehand, our normal flexible scheduling arrangements will apply.
Pet Sitting & Time Away From the Property
Times discussed regarding how long a pet is normally comfortable being left alone are used by us when planning their care.
We will make reasonable efforts to work within the pet's normal routine and any requirements provided by the client. However, unless a strict maximum period has been specifically disclosed as a medical, behavioural or welfare requirement and expressly agreed by us before booking, these timeframes are not guaranteed to the minute.
Reasonable variation may occasionally occur due to traffic, road closures, travel, delays on other animal care appointments, emergencies or other circumstances outside of our reasonable control.
Standard pet sitting and overnight sitting do not constitute continuous care. Clients requiring continuous or near continuous supervision must specifically request this before booking so that we can determine whether we are able to provide it.
3. Dog Walks
Walk durations refer to the approximate time allocated to the walk itself rather than travel, collection or drop off.
Routes and locations may vary depending on weather, traffic, safety, the dog's needs and our schedule.
We may shorten, adapt or substitute a walk where we reasonably believe completing the planned walk could compromise the dog's health, welfare or safety.
This may include extreme heat, severe weather, injury, illness, behavioural concerns or another unexpected welfare issue.
Where appropriate, alternative care such as garden time, toilet breaks, enrichment, play or companionship may be provided instead.
4. Solo & Duo Walks
Dogs booked for solo or duo walks will receive the service agreed at booking.
Where two dogs are walked together, their suitability will be assessed based on factors including temperament, behaviour, size, energy and walking style.
We reserve the right to separate dogs or change arrangements where we believe this is necessary for their safety or welfare.
5. Secure Pack Plays
Secure Pack Plays are group exercise and socialisation sessions held in privately hired secure facilities.
Dogs are carefully matched using factors including size, breed, age, temperament, energy level and play style.
While every effort is made to create suitable groups, animal behaviour can never be completely predicted.
We reserve the right to move a dog between groups, temporarily remove them from a session or discontinue their participation if we believe their behaviour, health or comfort makes the group unsuitable.
This is not a punishment and will always be based on the welfare of the dog and the wider group.
6. Pack Play Collection & Drop Off
Collection and drop off are included where stated as part of the service.
All collection and drop off times are approximate.
Routes vary depending on the dogs attending each session, their locations, traffic and other operational factors.
Dogs may therefore spend different amounts of time travelling on different days.
The service duration should not be interpreted as beginning when the dog leaves their home and ending at an exact predetermined time.
Owners should ensure we can safely access and return their dog where they will not personally be home.
7. Transport
Dogs may travel in our vehicle alongside other suitable dogs.
Reasonable safety measures will be used when transporting animals.
Owners must disclose travel sickness, severe travel anxiety, vehicle reactivity, escape behaviour or any other relevant issue before transport.
Journey times cannot be guaranteed and will vary according to the collection and drop off route, traffic and circumstances on the day.
8. Pet Sitting
Pet sitting is based around the pet's individual needs and usual routine.
Unless continuous care has specifically been agreed, pet sitting does not mean that a team member will remain inside the client's property continuously throughout the booking.
Sitters may leave the property for other scheduled work, travel, meals, errands, breaks and reasonable personal commitments.
Care will be planned around the information provided by the owner and the needs of the animals.
9. Time Pets May Be Left During Sits
Owners must tell us before booking approximately how long their pet is normally comfortable being left alone.
We use this information when organising their care and will make reasonable efforts to work around their normal routine.
Any timeframe discussed regarding how long a pet may be left should ordinarily be treated as a guide rather than an exact guaranteed maximum.
There may occasionally be reasonable variation due to traffic, road closures, travel, delays with another animal, emergencies or circumstances outside of our reasonable control.
Where a pet has a strict medical, behavioural or welfare requirement meaning they genuinely cannot safely be left beyond a particular period, this must be disclosed before booking and specifically agreed by Connected Companions.
We reserve the right to decline a booking where the required level of supervision cannot reasonably be provided.
10. Continuous Care
Continuous supervision is a separate requirement and must be specifically requested and agreed before booking.
A standard sitting, overnight sitting or home day care booking should not be interpreted as continuous care or exclusive use of a team member.
Where a client requires a sitter to remain with their pet for the majority or entirety of a particular period, this must be discussed before booking and may be priced differently.
11. Walks During Pet Sitting
The activities included within a sitting booking will be based on what has been agreed for that individual booking.
Clients should clearly communicate their expectations regarding walks, feeding, medication, toilet breaks and other care requirements.
Where an owner tells us that a particular activity or walk is unnecessary, optional or not required, we will plan the booking accordingly.
Additional walks or other services requested once a booking has begun are subject to availability and may incur an additional charge.
12. Overnight Sitting
Overnight sitting means that a Connected Companions team member stays overnight at the client's property and provides the agreed care for their pets.
It does not automatically mean continuous daytime attendance either side of the overnight period.
Unless otherwise agreed, the sitter may carry out other work and reasonable personal activities during the day.
Arrival and departure times are arranged around our schedule and the pet's requirements and should not be assumed to be exact unless specifically agreed.
13. Day Care in the Owner's Home
Home day care involves providing care for a pet within their own home over an extended daytime period.
The service will be based around the pet's usual routine and agreed requirements.
Unless specifically booked as continuous care, reasonable periods away from the property may occur.
The exact structure of the day may vary depending on the pet, the sitter's schedule and circumstances on the day.
14. Drop Ins
Drop in visits are intended to provide agreed care such as feeding, fresh water, medication where agreed, toilet opportunities, companionship and basic pet related tasks.
Visit times are approximate unless a strict time has specifically been agreed.
The exact activities performed will depend on the pet's requirements and the instructions supplied by the client.
15. Team Members
Clients booking through Connected Companions are purchasing a service from Connected Companions rather than privately employing or engaging an individual team member.
We may allocate an appropriate team member according to availability, location, experience, continuity of care and the requirements of the animal.
Where possible we aim to provide consistency, however we cannot guarantee that the same team member will always be available.
Where necessary, another suitable team member may provide or assist with the service.
16. Private Arrangements With Team Members
Clients must not privately arrange Connected Companions services with our team members outside of the business where the relationship has arisen through Connected Companions.
This includes offering or arranging private payment directly with a team member for services which would otherwise be provided through Connected Companions.
All bookings, changes and payments should be made through Connected Companions.
This allows us to maintain appropriate records, scheduling, insurance arrangements and responsibility for the services being provided.
17. Client Communication
We welcome clients contacting us regarding their pet and their booking.
Where a concern relates to the booking, schedule, payment, additional services or the performance of a team member, we ask that it is raised directly with Connected Companions so that it can be addressed appropriately.
Changes to a booking are not considered confirmed until they have been acknowledged and accepted by us.
18. Pet Information
Owners are responsible for providing accurate and complete information about their animals.
This includes, where relevant:
- Age and date of birth
- Breed
- Sex and neuter status
- Medical conditions
- Medication
- Allergies
- Dietary requirements
- Veterinary details
- Behavioural concerns
- Reactivity
- Aggression
- Bite history
- Resource guarding
- Separation difficulties
- Escape behaviour
- Recall
- Travel behaviour
- Fears and triggers
- Any other information that could reasonably affect the safety or care of the animal
Information should be updated whenever circumstances change.
19. Behaviour & Disclosure
Owners must disclose any known history of aggression, biting, snapping, guarding, reactivity or behaviour that could reasonably pose a risk to people or other animals.
This includes incidents that the owner considers minor.
Failure to disclose relevant behavioural information may result in services being suspended or terminated.
Where undisclosed behaviour causes injury, damage or additional costs, the client may be responsible for reasonable resulting expenses where legally applicable.
20. Off Lead Activity
Dogs will only be allowed off lead where appropriate permission has been provided and we consider it reasonably safe to do so.
We reserve the right to keep any dog on lead or use a long line regardless of owner permission where we believe this is safer.
No recall can be guaranteed in every circumstance and owners must disclose known recall or escape issues.
21. Secure Fields
A secure field significantly reduces escape risk but no environment can reasonably be guaranteed to be completely escape proof in every circumstance.
Owners must tell us if their dog is a known flight risk, fence jumper, climber, digger or has previously escaped from secure areas.
Additional precautions may be taken where appropriate.
22. Health
Owners must tell us about any medical condition, injury, illness, allergy or other health concern that could affect their pet during our care.
We reserve the right to alter or stop exercise where an animal appears unwell, injured, excessively tired, overheated or otherwise uncomfortable.
We may refuse group services where an animal appears to have an infectious illness or condition that could pose a risk to others.
23. Medication
Medication will only be administered where clear instructions have been supplied and we have agreed that we are able to administer it.
Owners are responsible for supplying sufficient medication for the duration of the booking.
Strictly timed or specialist medication requirements must be discussed before the booking is accepted.
We cannot provide veterinary or specialist medical care unless expressly agreed and appropriately qualified to do so.
24. Food & Supplies
Clients must provide sufficient food, medication and essential supplies for the duration of the booking.
Where essential supplies unexpectedly run out, we may purchase reasonable replacements where necessary for the animal's welfare.
The client agrees to reimburse reasonable costs incurred in doing so.
25. Emergencies & Veterinary Treatment
If we reasonably believe an animal requires urgent veterinary treatment, we will attempt to contact the owner and their nominated emergency contact.
Where neither can be reached within a reasonable period and delaying treatment could compromise the animal's welfare, the client authorises Connected Companions to seek appropriate veterinary attention.
Where reasonably practicable we will use the client's usual veterinary practice, however an alternative or emergency provider may be used where necessary.
Veterinary costs remain the responsibility of the owner unless the cost has arisen directly from negligence for which Connected Companions is legally responsible.
26. Emergency Contact
Clients should provide an appropriate emergency contact who can make decisions concerning their pet where the owner cannot be reached.
Owners travelling away should remain reasonably contactable where possible.
27. Weather
Animal welfare takes priority over completing a service exactly as originally planned.
Extreme heat, storms, snow, ice, flooding, unsafe roads or other severe conditions may require services to be delayed, shortened, adapted, relocated or cancelled.
We will make reasonable decisions based on the conditions, the individual animal and current welfare guidance.
28. Hot Weather
During hot weather we may shorten walks, move them to a cooler period where possible or substitute outdoor exercise with toilet breaks, shaded activity, indoor enrichment, companionship or another suitable form of care.
A service being adapted for an animal's safety does not automatically mean that the service has not been provided.
We will not knowingly place an animal at unnecessary risk simply to meet a planned walking duration.
29. Severe Weather & Travel Conditions
Where roads or conditions are unsafe for our team or animals, services may need to be changed or cancelled at short notice.
We will make reasonable efforts to communicate significant changes as soon as practicable.
30. Access to the Client's Home
Clients are responsible for ensuring we have safe and reliable access to the property at the agreed time.
Keys, key safes, alarm codes and other access arrangements must be accurate and operational.
Where we cannot access a property due to incorrect information, faulty keys, changed codes or another issue outside our control, the booking may still be chargeable.
31. Keys
Any keys held by Connected Companions will be handled with reasonable care.
Clients should notify us promptly if locks or access arrangements change.
Keys should not contain unnecessary identifying information where reasonably avoidable.
32. Cameras & Recording Devices
Clients must disclose indoor cameras or recording devices operating in areas where a team member will be providing care.
Recording devices must not be positioned in areas where a team member would reasonably expect privacy including bathrooms or designated sleeping or changing areas.
We recognise a client's right to protect their home and pets but equally expect reasonable privacy for our team.
33. Other People Accessing the Property
Clients must tell us where reasonably possible if another person will be entering the property during a sitting or care booking.
Connected Companions cannot accept responsibility for the acts or omissions of family members, neighbours, cleaners, contractors, tradespeople or other third parties who access the property during the booking.
34. Property Care
We will take reasonable care of a client's property while providing services.
We are not responsible for pre existing damage, normal wear and tear, appliance or utility failures, leaks, faults or other property issues that were not caused by us.
Any significant issue noticed during a booking will be reported to the client where reasonably possible.
35. Pet Caused Damage
Animals can behave differently when their owners are away or their routine changes.
Connected Companions cannot guarantee that a pet will not damage their own home, belongings or equipment.
We will take reasonable steps to prevent foreseeable damage where possible.
36. Injury, Illness & the Nature of Animals
While every reasonable precaution is taken, working with animals carries unavoidable risks.
Dogs may run, jump, collide, play, slip, become unwell or sustain minor injuries during normal activity.
Participation in walks, transport and group exercise therefore carries ordinary risks associated with animal care and exercise.
Nothing within these terms excludes or limits liability where doing so would be unlawful, including liability arising from our negligence where it cannot legally be excluded.
37. Equipment
Owners should provide safe and appropriately fitted collars, harnesses, leads and other equipment where required.
We may refuse to use equipment that we reasonably believe is unsafe, damaged or unsuitable.
Where appropriate we may use our own suitable equipment.
38. Cancellations & Refunds
When a booking is confirmed, time is reserved within our schedule specifically for your pet. Cancellation charges vary depending on the service booked and the amount of notice provided.
Pet Sitting, Overnight Sitting & Home Day Care
14 days or more before the booking — No cancellation charge. Any payment already made will be fully refundable.
Between 7 and 14 days before the booking — The 20% booking deposit is non refundable. Any amount paid above the 20% deposit will be refunded.
Between 24 hours and 7 days before the booking — 50% of the total booking price is payable.
Less than 24 hours before the booking — 100% of the total booking price is payable and the booking is non refundable.
Where a sitting booking covers multiple consecutive days or nights, the cancellation policy applies to the portion of the booking being cancelled.
Dog Walks & Drop In Visits
More than 48 hours before the scheduled service — No cancellation charge. Any payment already made for the cancelled service will be refunded or credited.
Less than 48 hours before the scheduled service — 100% of the booked service price is payable and the booking is non refundable.
Each individual walk or drop in is treated as a separate scheduled service for the purpose of calculating cancellation notice.
Secure Pack Plays
More than 48 hours before the scheduled session — No cancellation charge. Any payment already made will be refunded or credited.
Less than 48 hours before the scheduled session — 100% of the session price is payable and the booking is non refundable.
Cancellation After Care Has Begun
Where a booking is cancelled after the service or sitting period has commenced, any services falling within the applicable cancellation period above remain chargeable.
Early Returns During Pet Sitting
If a client returns home earlier than planned, the remaining portion of the booking will be treated as a cancellation from the time Connected Companions is informed.
Any refund or outstanding charge will be calculated using the pet sitting cancellation periods above.
An early return does not automatically entitle the client to a refund for time that has already been reserved within our schedule.
Changes to Confirmed Bookings
Requests to change the dates, duration or requirements of a confirmed booking are subject to availability.
Where dates or services are removed from a confirmed booking, the cancellation policy above will apply to the cancelled portion.
Moving a booking to another date is subject to availability and is not guaranteed.
Failure to Provide Access
Where we attend for a confirmed service but cannot gain access to the pet or property due to circumstances outside our control, the service remains payable in full.
Exceptional Circumstances
We understand that genuine emergencies and exceptional circumstances can happen.
Connected Companions may choose to waive, reduce or credit a cancellation charge where we consider this appropriate. Any decision to do so is at our discretion and does not alter the cancellation policy for future bookings.
39. Cancellations by Connected Companions
We will make every reasonable effort to fulfil confirmed bookings.
However, illness, emergencies, extreme weather, vehicle problems, staff availability or circumstances outside our reasonable control may occasionally make this impossible.
Where appropriate we may offer another team member, alternative timing, adapted service, credit or refund depending on the circumstances.
Where Connected Companions cancels a service which cannot be provided or reasonably replaced, the client will not be charged for that service or will receive an appropriate refund where payment has already been made.
40. Changes During a Booking
Additional services or significant changes requested after a booking has begun are subject to availability.
Additional charges may apply where the request requires extra visits, walks, time, travel or other work.
We are not obliged to provide services that were not included within the original booking where we do not reasonably have availability to do so.
41. Owner Returning Early
Clients should tell us as soon as possible if they intend to return earlier than originally planned during a sitting or overnight booking.
For safety and privacy reasons, clients should not unexpectedly return to a property while a sitter believes they have sole access without informing us.
Any cancellation or refund relating to the unused portion of the booking will be dealt with in accordance with Section 38.
42. Delayed Return
Where a client's return is delayed, we will make reasonable efforts to continue providing necessary care.
Any additional care is subject to availability and may be charged separately.
Clients should contact us as soon as they become aware of a delay.
43. Pricing
Our prices reflect more than the amount of time physically spent walking or sitting with an animal.
Prices may account for travel, transport, collection and drop off, administration, scheduling, insurance, equipment, staff time and the responsibility involved in caring for animals.
A service price should therefore not be interpreted as an hourly wage paid directly to the individual team member providing the service.
44. Payment
Payment should be made through the payment method agreed with Connected Companions.
Payment directly to an individual team member should not be arranged unless Connected Companions has specifically authorised it.
A 20% booking deposit may be required to secure pet sitting, overnight sitting or home day care bookings.
The deposit forms part of the total booking price and is subject to the cancellation and refund periods set out in Section 38. Where a qualifying booking is cancelled 14 days or more before it begins, the deposit will be refundable. Where cancellation occurs between 7 and 14 days before the booking, the 20% deposit becomes non refundable.
Any remaining balance must be paid within the timeframe communicated when the booking is arranged.
Where cancellation charges apply under Section 38, any outstanding amount remains payable.
45. Photos & Social Media
We may take photographs or videos of pets during their care.
Images will only be used publicly in accordance with the client's consent or preferences provided to us.
Clients may withdraw permission for future social media use by informing us.
46. Animal Welfare
We reserve the right to make reasonable immediate changes to a service where we believe doing so is necessary to protect an animal's welfare.
This may include shortening exercise, separating dogs, returning a dog home, seeking veterinary advice, changing equipment or stopping an activity.
The welfare of the animals in our care will always take priority over completing an activity simply because it was originally planned.
47. Right to Refuse or Discontinue Services
Connected Companions reserves the right to refuse, suspend or discontinue services where there are reasonable safety, welfare or working relationship concerns.
This may include undisclosed aggression, unsafe working conditions, inappropriate behaviour towards a team member, repeated non payment or circumstances that make it unreasonable or unsafe for us to continue providing care.
Where practicable, we will communicate our concerns with the client before discontinuing ongoing services.
48. Respect Towards Our Team
We expect communication between clients and our team to remain respectful.
Concerns or complaints are completely welcome and should be raised with Connected Companions so that they can be dealt with properly.
Threatening, abusive, intimidating or persistently inappropriate behaviour towards a team member may result in services being discontinued.
49. Complaints
If a client is unhappy with any aspect of a service, we ask that they contact Connected Companions as soon as reasonably possible.
This gives us the opportunity to understand what has happened, speak with the relevant team member and try to resolve the matter fairly.
50. Information & Privacy
Client information will be used where reasonably necessary to organise and provide pet care services, communicate with clients, maintain appropriate records and manage the business.
Personal information will not be shared unnecessarily.
Information may be shared with a relevant team member where required for them to safely provide the client's service.
51. Changes to These Terms
Connected Companions may update these Terms & Conditions from time to time as our services and business develop.
The version applicable to a booking will ordinarily be the version made available to the client when that booking is confirmed or, for ongoing arrangements, following reasonable notification of material changes.
Changes to these Terms & Conditions will not retrospectively alter the terms applicable to a booking which has already been completed.
Acceptance of Terms
By making, confirming or proceeding with a booking with Connected Companions, you confirm that you have read, understood and agree to these Terms & Conditions.
By booking with us, you also confirm that all information provided about your pet or pets, their health, behaviour, routine and care requirements is complete and accurate to the best of your knowledge.
You understand that animal care requires reasonable flexibility and that timings provided by Connected Companions are approximate unless a specific arrangement has expressly been agreed otherwise.
It is the client's responsibility to inform Connected Companions of any relevant changes to their pet's health, behaviour, routine or care requirements.
You do not need to physically sign these Terms & Conditions for them to apply. By booking or continuing to use our services, you agree to be bound by the Terms & Conditions applicable to your booking.