Terms & Conditions
Last updated: 2026
These Terms & Conditions govern the services provided by Petzen, a pet care service based in London, United Kingdom. By booking or requesting services you agree to the following terms.
1. Services
Petzen provides pet care services including dog walking, pet sitting and home visits. All services are provided with reasonable care and professionalism.
2. Booking Requests
Booking requests submitted through the website are requests only and do not guarantee availability. A booking becomes confirmed only once Petzen confirms availability.
3. Payment and Deposit
To secure a booking Petzen may require a deposit of 20% of the total service price.
This deposit confirms the reservation of the requested time slot.
The deposit is non-refundable if the client cancels the booking. However bookings may be rescheduled depending on availability.
If Petzen cancels the booking the deposit will be fully refunded.
The remaining balance may be payable before or on the day of the service unless otherwise agreed.
4. Cancellation Policy
Clients may cancel a booking by contacting Petzen.
- Cancellations made more than 48 hours before the scheduled service may be rescheduled.
- Cancellations made less than 48 hours before the service may result in the loss of the deposit.
5. Owner Responsibilities
Owners must provide accurate information about their pets including behaviour, medical conditions and dietary requirements.
Owners confirm their pet is safe to handle and not aggressive.
6. Veterinary Emergencies
If a veterinary emergency occurs Petzen will attempt to contact the owner. If the owner cannot be reached Petzen may seek veterinary treatment if necessary.
All veterinary costs remain the responsibility of the owner.
7. Pet Behaviour
Owners confirm their pet has not shown aggressive behaviour towards people or animals. If a pet becomes dangerous during service Petzen may terminate the service immediately.
8. Access to Property
For services requiring access to the owner's home the client must provide safe and reliable access instructions.
Petzen is not responsible for issues caused by faulty locks or alarm systems.
9. Liability
Petzen will take reasonable care while providing services but cannot be held responsible for incidents outside reasonable control.
Owners remain responsible for the behaviour and health of their pets.
10. Website Accounts
Users may access their account using secure email login links ("magic links"). Users are responsible for keeping their email account secure.
11. Data Protection
Personal data is handled according to the Privacy Policy available on the website.
12. Changes to Terms
Petzen may update these Terms & Conditions from time to time. The latest version will always be available on the website.
13. Governing Law
These Terms are governed by the laws of England and Wales.
14. Contact
For questions regarding these Terms please contact:
Email: contact@petzen.care