TERMS & CONDITIONS – including policies & procedures
Duty of Care
1.1 Barbara Elaine Sprankle, Ella Ballinger & all carers providing pet care with Barbara Elaine Sprankle and
Ella Ballinger (from here-on known as “Kitties In The City and Carers”) highly respects the client’s trust with the
care of their pet and where necessary, having access to the client’s property. No personal information will be
shared with or sold to 3rd parties.
1.2 Kitties In The City and Carers will utilise their skill and knowledge to ensure the standards of care provided
to the animals and any property are appropriate.
1.3 A change in a pet’s routine and circumstances can cause varying degrees of distress and unpredictable or
abnormal behaviour, particularly if their owner is on holiday - pets have no concept or ability to understand their
owner’s absence is temporary and they will be coming back. Kitties In The City and Carers understands this
and will offer comfort and reassurance whilst trying, as far as is practically possible, to maintain their normal
daily routines.
1.4 In the event of extreme weather which may have an adverse effect on your pet e.g. heat or thunder storms,
Kitties In The City and Carers shall at their sole discretion, take whatever action they consider necessary,
including not carrying out scheduled exercise until it is, in their opinion, safe to do so.
1.5 It is important that all information & instruction to Kitties In The City and Carers is given in writing by the
client. Misunderstandings can arise via verbal instruction.
Your Pet
2.1 Dogs: The client shall provide secure collars with name/address/phone tags and leads.
2.2 It is expected that all dogs and cats with outdoor access, are treated for ticks, fleas and worms (including
lungworm) at appropriate intervals. Any illness or problem that may arise through failure to do so is solely the
pet owner’s responsibility. Kitties In The City and Carers take no responsibility for any illness that may arise
from inadequate preventative treatments for your pet(s).
2.3 Should your pet become ill during your absence and whilst under the care of Kitties In The City and Carers,
the client will be informed as soon as practically possible.
2.4 If your pet needs to be taken to a veterinary surgeon in case of an emergency, all efforts will be made to
take your pet to your registered veterinary practice. Should this not be possible (out of surgery hours or if
distance is an issue) Kitties In The City and Carers has the right to take your pet to the nearest veterinary
practice for treatment.
2.5 The client will be responsible for any treatment charges and relating expenses incurred as a result. Whilst
every effort will be made to keep the client informed before any emergency procedure, Kitties In The City and
Carers reserves the right to instruct the veterinary surgeon to undertake any procedure in the effort to keep
your pet alive until the client instructs further.
2.6 Should the veterinary surgeon decide that your pet needs to be euthanized (due to painful illness or injury),
Kitties In The City and Carers will not be liable for the loss of your pet.
2.7 In the event that the pet should die due to unforeseen circumstances or natural causes, Kitties In The City
and Carers will not be held liable for any loss.
2.8 Any change in a pet’s medical history must be reported to Kitties In The City and Carers in writing, as pet
care relies upon the accuracy of this information.
2.9 Dangerous or aggressive pets: Whilst Kitties In The City and Carers can work with pets with mild
behavioural problems; this will be at the sole discretion of Kitties In The City and Carers. Should the pet at any
time be deemed a danger to people or other animals, Kitties In The City and Carers reserves the right to give
immediate notice of care and cease care once the pet has been returned to the client.
2.10 The client will indemnify Kitties In The City and Carers against any damage or injury caused by the pet
towards any property, person or other animal. This will include, but is not limited to veterinary, medical and
legal fees.
2.11 Should Kitties In The City and Carers sustain an injury due to the pet, the client will be responsible for any
medical treatment to Kitties In The City and Carers that arises as a result.
2.12 In the event of a pet's behaviour exceeding what would be considered normal or acceptable towards
people or other animals, Kitties In The City and Carers shall, in their sole discretion, take whatever action they
consider necessary in the best interest of the animal and other animals or people which may be encountered.
This may include a refusal to walk a dog or in extreme circumstances termination of this contract and placing
the pet in a boarding kennel.
2.13 Off-lead dog walking will only be considered with prior written consent and evidence of the dog returning
to Kitties In The City and Carers in parks & open spaces, with the client present, where dog walking is
designated or allowed.
2.14 For all cats with access to a cat flap whilst not under the direct supervision of Kitties In The City and
Carers, the client understands that Kitties In The City and Carers will not be held responsible for the loss or
non-return of a pet. Elaine and Carers will report any non-returning pet to the owner when first noticed. It is
then the owner's responsibility to report the pet missing to their veterinary practice and make efforts to find the
pet. Kitties In The City and Carers may assist where possible, but will not be responsible for the return of a lost
pet that had access to a cat-flap.
2.15 It shall be the client’s sole responsibility to ensure that Kitties In The City and Carers is fully aware of any
health issues the pet is experiencing, or has suffered in the past. Kitties In The City and Carers cannot be held
liable for any actions or omissions which result in problems or complications for anything not disclosed in
writing.
2.16 In the event of a pet having a contagious illness or disease which has not been disclosed in writing, the
client may be liable for the costs of treatment given to other animals which become infected.
2.17 Kitties In The City and Carers will properly dispose of your pet(s) waste, however the client shall ensure
there is an appropriate supply of bags for that purpose, and indicate their preferred method/location of
disposal. Kitties In The City and Carers will not be held responsible for toilet blockage if the client's preference
of disposal is via the toilet.
Your Property
3.1 Kitties In The City and Carers will clean up after your pets to the best of their ability. That includes washing
pet food dishes and water bowls and keeping litter trays clean of waste. However please note that Kitties In The
City and Carers will not be responsible for any additional house cleaning that is not directly related to the care
of your pet(s).
3.2 The client shall make available cleaning materials in the event of any 'accidents’ within their property.
3.3 The client shall show Kitties In The City and Carers the location of appropriate cleaning materials, including
but not limited to plastic bags, disposable gloves, towels, disinfectant, paper towels and bin bags.
3.4 Kitties In The City and Carers may charge for cleaning where the time or number of occurrences exceeds
what would be considered to be acceptable.
3.5 Any CCTV, webcam or image recording device in, on, attached outside on the property or within the
property boundaries, must be disclosed and shown to the Kitties In The City and Carers carer upon the first
meeting. If any such device is added in or on the property after the first meeting, the client is obliged to email
Kitties In The City and Carers and advise them. Kitties In The City and Carers has the right to turn off any such
device whilst in the property but will ensure that devices are turned back on upon exit.
Charges and Payment
4.1 There are no hidden charges and all charges are set out in the price list and within these Terms &
Conditions.
4.2a Payments for drop-in services only must be paid in full upon the 1st day of the booking.
4.2b Payments for live-in care services must be paid in full upon booking and receipt of the confirmation invoice.
4.3a Kitties In The City and Carers has a First meeting / consultation and key collection charge of £10.
4.3b If the client requests a subsequent visit for key collection / return (before or after the booking), an
additional charge of £5 applies.
4.4 All Bank holidays & Notting Hill Carnival weekend (should your area be affected by transport delays or road
closures / diversions) are charged at twice the standard rate for all services.
4.5 There will be a last minute booking fee of £10 if a live-lin booking is made within 48 hours & a daily visit
booking is made within 24 hours.
4.6 An invoice will be provided upon confirmation of booking for all services.
4.7 Payments are accepted via bank transfer only, the details for which will be included on the invoice.
Cancellations
Cancellations of Drop-In Services:
5.1a If a booking or part of a booking is cancelled after the confirmation has been issued and emailed to the
client, and/or up to 120 hrs before the service start date, a £10 admin fee will be charged.
5.1b If a booking or part of a booking is cancelled within 120 hrs - 72 hrs before the service start date, 25% of
the total invoice fee will be charged, plus the £10 admin fee.
5.1c If a booking or part of a booking is cancelled within 72 and 48 hours before the service start date, 50% of
the total invoice fee will be charged, plus the £10 admin fee.
5.1d If a booking or part of a booking is cancelled within 48 - 24 hours before the service start date, 75% of the
total invoice fee will be charged
5.1e If a booking or part of a booking is cancelled within 24 hours of the service start date, 100% of the total
invoice fee will be charged.
5.2 Cancellation fees for drop-in services only are capped at a maximum of £200.
Cancellations of Live-In Care:
5.3a If a live-in care booking or a part thereof is cancelled within 14 days but more than 7 days prior to the scheduled start date, 50% of the invoice fee will be charged plus a £10 admin fee.
5.3b If a live-in care booking or a part thereof is cancelled within 7 days of the scheduled start date, 100% of the invoice fee will be charged.
Cancellations by Kitties in the City and Carers
5.4 Once a booking is confirmed by Kitties In The City and Carers, it will not be cancelled by Kitties In The City
and Carers except in the case of an emergency arising with the confirmed carer, or should the confirmed carer
be no longer contracted to work with Kitties In The City and Carers. Should either of these happen, Kitties In The
City and Carers will make every reasonable effort to offer an alternative carer via Kitties In The City and Carers or
help the client find a replacement pet carer via a 3rd party.
5.5 Should Kitties In The City and Carers be unable to honour a booking due to such an event, any fees
already paid will be refunded in full.
Insurance and Liability
6.1 Kitties In The City and Carers has Pet Sitting insurance with PBI (Pet Business Insurance) which is
covered in more detail in our insurance section.
6.2 Kitties In The City and Carers will not be held liable for any damage to your property by your pet(s).
6.3 Kitties In The City and Carers recommends that all clients take out relevant insurance for their pets and
home contents.
Live-In Services
7.1 For Live-in Services with dogs (or pets booked as "extended care"), Kitties In The City and Carers will be
physically present at all times, with a maximum of up to 4 hours away at any one time, for errands & personal
matters.
7.2 For standard Live-in Services with cats (and/or any other small animals, birds or fish, but excluding dogs),
Kitties In The City and Carers will be at the client's property for 12 out of every 24 hours. If additional hours are
required, please request the full time live-in service, which is priced accordingly.
7.3 For live-in services, a proper bed must be provided. No sofa beds, camp beds or futons are accepted.
Please supply bedding and towels (these will be washed and hung to dry (if possible) upon departure).
Unforeseen Purchases
8.1 The client shall provide sufficient food, cat litter and any treats for their pet(s) for the duration of the service.
If items need to be purchased where insufficient quantities were left by the client, the client shall reimburse
Kitties In The City and Carers upon production of a receipt for the products, plus an additional £5 shopping
charge.
Keys
9.1 Where it is necessary for Kitties In The City and Carers to hold keys to a property, the client shall provide
one of each key needed.
9.2 Keys must be provided with a secure tag and your pet's name on the tag (your name / surname or
address should not be on the tag).
9.3 Keys will be returned upon completion of this agreement providing all fees due have been paid.
9.4 Keys will never be handed to a 3rd party without the written consent of the client.
9.5 Upon completion of an assignment, keys can be posted back via the letterbox if all fees have been paid.
9.6 Clients should notify Kitties In The City and Carers of where spare keys can be accessed in case of
emergency. Kitties In The City and Carers will not be responsible or liable for any lost keys.
Carers' Companion
10.1 Kitties In The City and Carers may have a family member/partner or colleague accompany them whilst
providing the scheduled services. No costs will be applied to the clients’ account for any assistance the
companion provides. Permission will always be obtained from the client beforehand in writing.
Third Parties
11.1 The Client shall advise Kitties In The City and Carers of anyone who will have access to your property
during any periods of the Clients absence, including but not limited to cleaning services, maintenance
personnel, friends, family and neighbours.
11.2 Kitties In The City and Carers will not be liable for other persons or their actions or omissions that will be
in, or have access to your property before, during or after services have been rendered.
Photographs and Videos of Pets
12.1 Any pet carer working with Kitties In The City and Carers, has the right to take photos or video clips of
pets and use them on the website, Social Media pages or printed promotional matter. Under no circumstances
will personal & identifying information of the pet's owner be displayed or revealed. The pet's name may
however be used. If this consent is not given, please decline as such via the registration form under "Any Additional Information."
