Terms & Conditions
Last updated: 18 October 2026
1. About Petzen
Petzen provides dog walking, home visits and pet sitting in clients’ homes in London. These Terms & Conditions explain how we arrange bookings and provide our services.
For booking enquiries or questions about these terms, contact contact@petzen.care or call 07471 592711.
2. Your booking
A request or quote does not reserve care. Confirmation requires agreed service and price and Petzen’s express confirmation, including automatic confirmation for eligible returning clients. A meet & greet may be required.
We confirm pets, address, dates, duration, time or time window, price and payment conditions. Changes require agreement. House sitting attendance and absences are agreed beforehand; continuous supervision requires express agreement. Recurring requests cover confirmed dates only.
3. Prices and payment
Prices are in GBP and include applicable taxes and agreed extras. Additional charges must be disclosed and agreed.
We may require a deposit of 20% of the total price, unless otherwise agreed. It counts towards the total. Your confirmation states the payment deadlines; unless otherwise agreed, the balance is due before or on the first day of care.
Pay by bank transfer using your booking reference. We verify receipt and contact you about overdue payment before withdrawing future care, making safe arrangements for animals already in our care.
4. Changes and cancellation
Contact us or use the portal for changes or cancellation; contact us directly for urgent matters. Changes require confirmation; cancellation notice counts when received.
With at least 48 hours’ notice, you may request rescheduling, subject to availability. We transfer your deposit to the agreed replacement booking; any price difference requires agreement. With shorter notice, rescheduling may not be possible.
On cancellation, deductions are limited to reasonable direct net loss, considering saved costs and replacement bookings. We reduce losses where reasonably possible, explain deductions on request and refund the remainder. Deductions cannot exceed the agreed deposit; it is not automatically forfeited. Care already properly supplied remains payable.
If Petzen cancels and you decline an alternative, we refund unused care. Your statutory rights remain unaffected.
5. Statutory cancellation rights
Where statutory cancellation rights apply, you can cancel an online or off-premises contract within 14 days without giving a reason. Notify us by email or post.
Early care requires a separate express request. Where legally permitted, you pay proportionately for care supplied before cancellation. The right ends after full performance only with the required prior request and acknowledgement; accepting these terms alone does not waive it. Statutory refunds are normally due within 14 days of cancellation notice.
You may use this form, but do not have to: “To Petzen at the contact details above: I cancel my contract for [service/reference], made on [date]. Customer name/address: […]. Date: […]. Signature if sent on paper: […].”
6. Safe care and emergencies
Provide accurate written care, medication and behavioural information, suitable supplies, veterinary details and an emergency contact. Disclose illness, bite history, escape risks and changes. Medication requires prior agreement and clear instructions. Off-lead walks require written permission and a safety assessment; agree cats’ outdoor access beforehand.
Unsafe conditions or severe weather may require changes, with fair charges or refunds discussed. If care becomes unsafe, we arrange a safe solution with you or your emergency contact; animals are not abandoned.
We try to contact you in emergencies and seek urgent veterinary care if delay risks welfare. Treatment follows veterinary advice and appropriate authorisation or emergency duties. You pay reasonable veterinary/transport costs except where Petzen is legally responsible. Essential emergency purchases are reimbursed against receipts; extra service charges require agreement.
7. Your home and our responsibility
Provide safe access, disclose relevant hazards, other expected visitors and recording devices in areas carers use. Agree privacy arrangements for overnight care. We protect keys and codes and arrange their return; keys are not withheld over payment disputes. Unauthorised companions are not brought into your home.
We provide services with reasonable care and skill. Nothing excludes liability for negligence causing death or personal injury, fraud, or liability that cannot lawfully be excluded. Your statutory remedies remain available.
8. Photos, privacy and questions
Photos/videos may be taken for private care updates or necessary incident records. You can request routine written updates.
Public promotion requires separate optional permission. Accepting these terms or uploading a photo does not authorise publication. Website/social posts, paid advertising, print and your pet’s first name require the relevant permission. Refusal does not affect care. We avoid publishing identifying home details or live locations.
Withdraw permission at contact@petzen.care. We stop new use and remove material from channels we control within a reasonable time; independent reposts and printed copies already distributed may remain.
Our Privacy Policy explains data use. Contact us with complaints. Your booking’s agreed terms apply unless you agree changes. English and Welsh law applies without removing mandatory consumer protections or available court rights.