Terms & Conditions

Last Updated: [01/05/2025]

Welcome to Cattery 001 (“we”, “our”, “us”). These Terms and Conditions (“Terms”) govern your access to and use of our website (https://www.cattery001.co.uk/) and the booking of Boarding, House Sitting, Drop-In Visits, and related pet care services (together, the “Services”).

By making a booking, or by accessing or using our website or Services, you agree to be bound by these Terms. If you do not agree, please do not use our Services.

1. Definitions

“Client”, “you”, “your” means the person who books Services with us, or on whose behalf a booking is made.
“Sitter” means the individual engaged to provide Boarding, House Sitting, or Drop-In Visits for a Client's pet.
“Services” means Boarding, House Sitting, Drop-In Visits, and any other pet care services offered via our website.
“Booking” means a reservation of Services for specified dates, confirmed once the Deposit has been received.
“Deposit” means the upfront payment required to secure a Booking, as specified to you at the time of booking.
“Balance” means the remaining fee payable before or at drop-off, as specified to you at the time of booking.
“Incident” means any event during a Booking that affects, or may reasonably be expected to affect, the health, safety, or wellbeing of the Client's pet, or of any person or property.
“Goodwill Payment” means any refund, payment, or other benefit we agree to provide beyond what is required under clause 6 or clause 10, whether in connection with a complaint, dispute, or Incident.

2. About Us and the Nature of Our Service

Cattery 001 arranges Boarding, House Sitting, and Drop-In Visit services by matching Clients with Sitters based on location, availability, and the Client's needs. Where offered, we may arrange a video viewing of a proposed Sitter before you confirm your Booking.

We take reasonable care in selecting and engaging Sitters, including the checks referred to in clause 13 (Insurance & Licensing). However, each Sitter provides day-to-day care using their own judgement, typically in their own home or in the Client's home, and we are not able to supervise every aspect of that care in real time. Our liability in connection with the acts or omissions of a Sitter is set out in clause 10 (Limitation of Liability).

3. Eligibility

To book Services, you must: be at least 18 years old; be the owner of the pet or otherwise authorised to make care decisions for it; and provide accurate, complete information as requested. You must have the legal capacity to enter into a binding contract.

4. Booking Process

All Bookings are subject to availability.
You must provide accurate and complete information about your pet, including age, breed, health conditions, vaccination status, behavioural history (including any history of aggression, biting, or anxiety), feeding requirements, and any allergies or special needs.
Where a video viewing or meet-and-greet is offered, we recommend you take the opportunity to ask questions about the proposed Sitter and environment before confirming your Booking.
A Booking is confirmed once we have received the Deposit. Availability is not guaranteed before the Deposit is received.
We reserve the right to decline, postpone, or terminate a Booking, at any stage, if in our reasonable opinion your pet poses a health or safety risk to itself, to a Sitter, to other animals, or to any other person, or if the information you have provided is inaccurate, incomplete, or misleading.

5. Payment & Fees

All prices are shown in GBP unless stated otherwise.
The Deposit and Balance are payable by the methods and at the times specified to you at the time of booking.
Late payment of the Balance may result in your Booking being treated as cancelled in accordance with our Refund Policy.

6. Cancellation, Early Termination & Refunds

Cancellation and refund terms for cancellations made before the start of a Booking are set out in our Refund Policy (available at https://www.cattery001.co.uk/refund-policy), which forms part of these Terms. Please read it before booking.

Early termination by you: if you collect your pet, or otherwise end a Booking, before the scheduled end date, the full Booking fee remains payable and no refund will be given for unused days, except at our sole discretion.
Any Goodwill Payment we agree to provide, including any refund beyond what clause 6 otherwise requires, is provided on a goodwill basis. It does not constitute an admission of liability or fault by us or by any Sitter. We may, where reasonable, ask you to confirm in writing that a Goodwill Payment fully and finally resolves the matter in question before it is paid; where you do not provide such confirmation, we remain free to make the payment on a without-prejudice basis and to dispute any further claim you may raise.
Our Services are typically booked for specific dates and are, to the extent permitted by law, provided on a basis exempt from the standard 14-day cancellation right that applies to some distance contracts under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which generally does not apply to accommodation, transport, or leisure services to be performed on a specific date or during a specific period. This does not affect any other statutory rights you may have.

7. Your Responsibilities

You agree to:

ensure your pet is up to date on all vaccinations required for boarding;
disclose, fully and accurately, any history of aggression, biting, illness, anxiety, or other behavioural issues;
provide sufficient food, medication, and supplies for the duration of the Booking, together with clear instructions for their use;
provide accurate emergency contact details and keep them up to date for the duration of the Booking.

If a pet is found, on arrival or during a Booking, to be aggressive, unwell, or materially different from how it was described, we or the Sitter may refuse to accept it, or may require its collection, without a refund, for the safety of the Sitter, the pet, and any other animals present.

8. Care, Communication & Updates

We and our Sitters aim to provide regular photo or video updates as a courtesy. The timing, frequency, and content of updates may vary and are not guaranteed to be provided in real time, at a specific hour, or in response to every individual request.
Where a Sitter becomes aware of anything that may reasonably be expected to concern you regarding your pet's health, safety, or wellbeing, the Sitter will aim to inform you as soon as reasonably practicable. Where appropriate, the Sitter may take a short amount of time to check the situation before contacting you, so as to avoid causing unnecessary alarm based on incomplete information.
We ask that you communicate with us and our Sitters in a reasonable and respectful manner. We reserve the right to limit or end direct contact with a Sitter, and to act as intermediary, where communication becomes abusive, threatening, or excessive.

9. Veterinary Care & Emergencies

You confirm that your pet is in good health and has not been exposed to any contagious disease in the 30 days before your Booking.
In the event of a suspected medical emergency, you authorise us and our Sitters to seek veterinary care for your pet. We will use reasonable efforts to contact you or your emergency contact first where the circumstances reasonably allow, but reserve the right to seek immediate treatment where, in the Sitter's reasonable judgement, your pet's welfare requires it.
You agree to reimburse the reasonable costs of any veterinary treatment obtained in accordance with this clause, other than treatment required as a direct result of our or the Sitter's proven gross negligence or wilful misconduct.

10. Limitation of Liability

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot lawfully be excluded or limited.

Subject to the paragraph above, our total liability to you arising out of or in connection with a Booking, whether in contract, tort (including negligence), or otherwise, shall not exceed the total fees you paid for that Booking.
Subject to the paragraph above, we shall not be liable for any indirect or consequential loss, including but not limited to: loss of enjoyment of a holiday or trip; cancelled, delayed, or changed travel plans; travel, flight, accommodation, or rebooking costs; the cost of alternative pet care arrangements; loss of income or wages; or any other incidental expenses or loss that was not reasonably foreseeable to both parties at the time your Booking was made.
We remain responsible for our own acts and omissions, including in the selection and engagement of Sitters, but we are not liable for a Sitter's acts or omissions to the extent they arise from matters outside our reasonable control.

11. Risk Acknowledgement

By using our Services, you acknowledge and agree that:

while we and our Sitters aim to provide safe, attentive care, animals can behave unpredictably, and unforeseen events (including illness, injury, escape, or death) may occur despite reasonable precautions;
we and our Sitters are not liable for any loss, injury, illness, or death of your pet unless caused by our or the Sitter's proven gross negligence or wilful misconduct.

12. Your Liability for Your Pet's Conduct

You accept full responsibility for any injury, loss, or damage caused by your pet to any person (including a Sitter or a member of their household), animal, or property while your pet is in our or a Sitter's care. You agree to reimburse and hold harmless us and our Sitters for any resulting costs, claims, or expenses (including reasonable medical costs), except to the extent these arise from our or the Sitter's proven gross negligence or wilful misconduct.

13. Insurance & Licensing

Sitters are engaged following a screening process which may include identity checks, DBS background checks, a personal interview, and a home inspection, as described on our website.
Some Sitters may hold pet boarding licences where required by local authorities; however, we cannot guarantee this in every case unless expressly stated to you in writing. You are responsible for verifying any specific credentials you consider material to your Booking before confirming it.
We are not an insurer, and nothing in these Terms, our website, or our communications should be read as an offer of insurance or as a guarantee equivalent to insurance. We encourage Clients to hold their own pet insurance where they wish to insure against veterinary or other costs.

14. Parking & Traffic Violations

You are responsible for observing all local parking regulations at drop-off and collection locations.
Any fines, penalties, or other charges resulting from illegal, improper, or unauthorised parking are your sole responsibility. We and our Sitters are not liable for any such fines or penalties.

15. User Conduct

You agree not to: misrepresent any information provided to us; use our website or Services for any unlawful purpose; or harass, threaten, or abuse any person or animal connected with our Services.

16. Complaints & Dispute Resolution

If you have a complaint, please contact us first at support@cattery001.co.uk so that we have a fair opportunity to investigate and resolve it directly.
If we are unable to resolve a complaint to your satisfaction, you may refer the matter to an alternative dispute resolution provider where one is available to us, or you may pursue the matter through the small claims track of the County Court of England and Wales.

17. Data Protection

We process your personal data in accordance with our Privacy Policy (available at https://www.cattery001.co.uk/privacy-policy), which forms part of these Terms.

18. Intellectual Property

All content, logos, text, graphics, and website functionality are the property of Cattery 001 and are protected by intellectual property laws. You may not copy, reproduce, or use them without our prior written permission.

19. Force Majeure

We shall not be liable for any failure or delay in performing our obligations where this results from causes beyond our reasonable control, including extreme weather, natural disaster, pandemic, industrial action, or failure of transport or communications networks.

20. Severability

If any provision of these Terms is found to be unenforceable or invalid, that provision will be limited or removed to the minimum extent necessary, and the remaining provisions will continue in full force and effect.

21. Entire Agreement

These Terms, together with our Refund Policy and Privacy Policy, form the entire agreement between you and us in relation to the Services and supersede any prior agreement or understanding, whether written or oral.

22. No Waiver

Our failure to enforce any provision of these Terms at any time shall not be treated as a waiver of that provision, or of our right to enforce it later.

23. Assignment

We may transfer or assign our rights and obligations under these Terms. You may not transfer or assign your rights or obligations without our prior written consent.

24. Modifications

We may update these Terms from time to time. The most current version will be posted on our website with its effective date. Continued use of our Services after an update constitutes acceptance of the updated Terms.

25. Governing Law & Jurisdiction

These Terms, and any dispute arising in connection with Services provided within the United Kingdom, are governed by the laws of England and Wales, and the courts of England and Wales will have non-exclusive jurisdiction over any such dispute. This means you may also be able to bring proceedings in the courts of the part of the UK in which you live.

For Services booked in relation to locations outside the United Kingdom (including in the United States, Thailand, or Australia), additional local laws may apply and may take precedence over this clause. Nothing in these Terms limits any statutory rights you may have under the law of your local jurisdiction.

If you have any questions or concerns about these Terms, you can contact us at:

[support@cattery001.co.uk]