1) Our commitments to you

To help you plan your booking remember our morning visits are conducted between 6am and 11am and afternoon slots are between 3pm and 6pm. At weekends, Bank holidays, Christmas and other peak times we sometimes must start a little earlier or finish a little later because we’ve got more bookings. We know that your animal(s) like consistency, so we always try to visit around the same time each day – some even keep an eye out for us at the window! If we’re making 2 daily visits there will be at least 6 hours between the am and pm slots. If we’ve already set off on our round, sorry, you’ll still be charged for a visit but remember we take alterations up to 1 hour before.
We use a booking sheet to make sure your animal(s) get the very best out of our visit. We like to focus on feeding, wellness checks and TLC for our animal customers but we can open/close curtains, turn lights on/off etc if you let us know.
We think it’s best if your animal(s) stay inside for the entire booking, but we know that some are happiest in the great outdoors too. If you want to allow your animal(s) to leave the property, tell us and we’ll follow your instructions. If they don’t have a way to get back in whenever they want it could be tricky as they might not be around when we visit. We can’t always do an extended search to find them, and we can’t be responsible for them when they are outside your property. We’re always happy to chat about what works best for your animal in your absence.
Unlike many businesses, we’re happy to be up front about our charges (we know they’re good!). You can check them out anytime on our website. We review them every year, but you’ll be happy to know we don’t increase them every year – just when we absolutely must. You always pay the price at the time you booked not when we visit because that’s good manners on our part.
All Public Holidays and New Year's Eve are charged at double the daily rate.
Just like Santa we only do 1 visit on Christmas Eve as well as Boxing Day, New Year’s Eve and New Year’s Day. This means we can support as many animals as possible over this popular period. This will be a morning visit but as we do quite a few the time will vary, and we need the afternoon to recover so no visits then. Sorry but no visits are available on Christmas Day.
We take our annual holiday at the quietest time of our business year. We are a small business, so this means we’re closed to new bookings/customers every January for a around 14 days. Notice of the dates will be on our website from end of October/early November. A skeleton emergency booking service, for Key Safe Customers only, will be in place if we have enough staff members to cover this.
We take very seriously the care of your precious family member and the security of your property, but we hope you understand that we can’t be held responsible for damage within your property, or any injury or death to, or any loss of animal(s) within our care, unless it’s due to our negligence or omission. Our reputation is very important to us and we appreciate and thank you for the trust you place in us.
While you’re away, please rest assured that no news is good news! If you want a quick update, just drop us a text. If you text between 6am – 6pm we’ll respond as soon as we’ve done the full round of visits – we hope you understand this must be our priority. If you text after 6pm it may be after 11am the next day before we respond as we go to bed really early – those morning visits mean an early start!
In very exceptional circumstances we reserve the right to cancel our service(s) at short notice or on the day of a booked visit. We will notify both you and your emergency contact and will supply a refund for the missed service(s). Exceptional circumstances include (but not limited to) dangerous road/weather conditions, flooding, sudden illness/accident of Your sitter where we were unable to provide a substitute. We have never invoked this term and hope we never will. We’ve tried to cover all eventualities with everything from a 4-wheel -drive vehicle to maintenance policies and contingency staff support but after the Pandemic we realised the unexpected can sometimes happen.
We sincerely hope you never have to, but if you want to make a complaint about the service email enquiries@purrfectsitters.co.uk or write to Purrfect Sitters Ltd, 49 Fawcett Lane, Leeds, West Yorkshire, LS12 4PE. We will aim to respond to complaints in 72 hours after receipt.

2) Data protection

As you are entering a contract with us all customers agree for us to securely store information provided for 6 years. This is for accounting purposes and ease of your rebooking in the future. We will never pass on your information. If you would like to have your information removed before then, please email enquiries@purrfectsitters.co.uk

3) What we need from you

Let’s talk fleas… we don’t bring them to your house, and we don’t want to leave with any. If your house has them, we’ll stop services immediately to protect other people’s houses. The RSPCA has a guide on flea control you may find helpful.
We’re a small business so we know you’ll understand we need full payment for all the visits you’ve booked before we start. Unfortunately, people have let us down in the past, so we must insist on this now. If you need to cancel after paying (make sure it’s before we arrive at your place), we’ll be happy to refund.
Before you leave, do a check around to make sure nothing can be knocked over by your animal(s) – especially near windows or areas they can run and jump on. We’re not there all the time and they might be partying a bit while you’re away so let’s keep them safe.
We have a duty of care to our Purrfect Sitters team members to make sure their working environment is safe – so we need your help please in making sure areas where we’re working are accessible and without trip and fall hazards. You may be used to your wonky cellar step but it’s our health and safety nightmare!
Unless your animal(s) are an adept internet shopper, we need you to leave all the food /bedding /litter /medication they need for the whole booking. We like to keep your home sweet-smelling, so don’t forget to leave us litter scoop/bags and access to a bin.
We like to spend our time with your family member not looking for parking or trekking through streets to get to your property. We like to park close - so tell us about any parking issues when you book and give us permits /fobs if we need them. If there are extra costs for parking, we think it’s fair that you need to pay these, so we’ll add them to a final bill.
Occasionally on our rounds we need to use the ‘facilities’, if you would rather we didn’t, just let us know and we’ll be sure to wait until we’re at another property for our bathroom visit.
Not our favourite subject but we need to include this. We need you to designate an emergency contact who can act on your behalf in the unlikely event that something serious occurs. This could be (but there are other scenarios too) medical decisions for your animal(s), property issues (discovered break in or other damage), a spare key for the property in the event of damaged or lost keys which prevent access. Rest assured emergencies are VERY rare.
Although the Surveillance Camera Commissioner doesn’t specifically produce rules requiring disclosure to visitors of CCTV inside your home, we hope you’ll feel comfortable enough to share with us if you have these cameras or are getting them fitted. This allows us to make sure any members of our team visiting your property are happy to be filmed and for those images to be stored locally or online.

4) Additional information for Key Safe Customers

Key Safe Customers give us a copy of their key and we keep it in our secure key safe ready for any bookings. Any customer can become a Key Safe Customer, but we do charge the standard customer prices for your first booking – this is because we still must do all the admin stuff and make a special visit to pick up your key.
If you’re a Key Safe Customer, we don’t charge for returning your key if you no longer want to be a Key Safe Customer.
In the event of a price increase – it’s rare but sometimes necessary - any new or existing Key Safe Customers will always have a discounted rate.
Remember, you’re extra special and you can book at short notice. If you contact us by text or phone before our daily round begins (5am for a morning visit or 1pm for an afternoon visit), we’ll sort payment out with you and pick up your key for the visit. If we’ve already started the round we won’t be able to add a visit.
We like to give Key Safe Customers an extra special service, so we hope you’re happy to be updated occasionally via phone / email/ letter about service availability and any relevant service changes. If you would prefer not to be contacted, just let us know.
We’re sad when we don’t hear from you so, please keep in touch. After about 2 years with no bookings or contact, we’ll write to you about maybe returning your key, if we don’t hear back from you, we’ll securely destroy it.

5) Emergencies & vet care

In an emergency, we will take reasonable steps to seek veterinary care. We will try to contact you first, but urgent welfare comes first.
You authorise us to act in your pet’s best interests and agree to reimburse vet fees and reasonable related costs.
We will use your perfered vet; if unavailable, we may use an alternative nearby practice.

8) Photos, updates & testimonials

We usually send simple updates (often with photos) during your booking.
With your consent, we may share anonymised photos on our website or social media. You can withdraw consent at any time.
We may ask for a review after your booking; totally optional but appreciated.

9) Liability

We are insured for pet sitting. We are not liable for pre‑existing conditions, reasonable wear and tear, or events outside our control.
Nothing in these terms limits liability that cannot legally be limited, such as liability for death or personal injury caused by negligence.

We handle personal data in line with UK GDPR. See our GDPR & Privacy Policy for details.

11) Complaints & contact

If something’s not right, please contact us at enquiries@purrfectsitters.co.uk or 07845 111 500 and we’ll try to resolve it quickly.

12) Governing law

These terms are governed by the laws of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the English courts.

Questions about these terms? We’re happy to explain anything in plain English.

Terms & Conditions