Keys and entry
Give us accurate key-safe, alarm and entry instructions in advance. Agree how keys will be labelled, stored and returned. Tell us promptly if an access code or lock changes.
Service information
Terms and Conditions
Clear arrangements help keep care calm for everyone, especially your pet. These terms explain how Cuddlesome Creature Comforts handles bookings, access, instructions and unexpected changes for pet care services in England.
Bookings, availability and cancellations
A request is a starting point, not a confirmed visit. We agree the service, dates and practical details with you before care is booked.
Confirmation matters.
- When a booking is accepted. Your booking is accepted once Cuddlesome Creature Comforts confirms the requested dates and service in writing. A request alone does not reserve a visit or recurring time.
- Availability and changes. Visits depend on the agreed schedule and current availability. Peak dates and regular slots can fill early. Any change to dates, visit length or care instructions must be agreed in writing.
- Cancellations. Tell us as soon as your plans change. The cancellation notice period and any charge for late cancellation will be stated in your booking confirmation; please check those details before accepting the booking.
Access, keys and information provided
Good care starts with accurate details. Tell us what your pet needs and how to enter the property before the first booked visit.
Details keep care consistent.
Home access is handled with care. We use keys and entry information only for agreed visits and arrange their return with you. Read our privacy policy for information about personal data.
Health and behaviour
Disclose relevant health conditions, triggers, handling needs, escape risks and any history of biting or aggression. Update us when something changes.
Daily care instructions
Provide feeding amounts, routines and handling guidance in writing. Include the name and contact details of your nominated veterinary practice.
Changes at home
Let us know about visitors, building work, new pets or anything else that could affect safe access or your pet's routine during a visit.
Medication, veterinary emergencies and liability
We follow the written care plan you provide. Veterinary diagnosis and treatment remain decisions for you and your veterinary surgeon.
Your instructions guide care.
- Medication. Medication is given only when you provide clear written instructions, including the dose, timing and method. We may decline a task if the instructions are unclear or the medication cannot be administered safely.
- Emergency contacts. Keep your phone number and nominated backup contact current. We will make reasonable efforts to reach you if your pet appears unwell or is injured.
If urgent veterinary help is needed
We will try to contact you and your nominated veterinary practice, then follow the instructions available and the vet's advice. If you cannot be reached, we may take reasonable steps to protect your pet's welfare. You remain responsible for veterinary fees and treatment costs.
- Responsibility and liability. You are responsible for giving complete information and making appropriate care arrangements. Cuddlesome Creature Comforts will take reasonable care while providing the agreed service. Nothing in these terms excludes or limits liability where the law does not allow it.
- Events outside our control. We may need to change, shorten or cancel a visit if conditions make it unsafe or impractical. We will contact you as soon as reasonably possible to discuss alternatives.
Grooming, payment, weather, transport and client responsibilities
The details below apply across the services you book. Your written confirmation sets out any arrangements specific to your pet.
Please read each part.
Grooming and coat condition
Tell us about skin conditions, sensitivities, matting or handling concerns before an at-home grooming appointment. The result depends on coat condition and your pet's comfort. We may pause or stop if continuing would cause distress or appear unsafe.
Payment and booking records
Fees, payment method and due date are confirmed with your booking. Please pay by the date shown on your confirmation or invoice. We keep booking details needed to arrange and record the service, in line with our privacy policy.
Weather and safe walks
Heat, ice, storms and other unsafe conditions can affect a walk. We may adjust the route, duration or activity to suit conditions and your pet's needs. We will contact you if a planned service needs a significant change.
Pet transport
Transport is provided only when it has been agreed in advance. Tell us about travel sickness, restraint needs or other relevant risks. You are responsible for supplying any specific carrier or equipment agreed for the journey.
Your responsibilities and questions
Keep your pet's care information current, provide safe access and tell us about changes that could affect a visit. Read the booking confirmation alongside these terms. If anything is unclear, contact us before asking us to confirm care.
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Send a booking enquiry
Read these terms fully, then send an enquiry or ask us about a clause.