Terms and conditions

Submitting an enquiry does not confirm a booking. A booking is only confirmed once availability, suitability, dates, care requirements, pricing and any special conditions have been agreed.

Imi’s Pet Care may decline or cancel a booking if the care requested is not suitable, safe, accurately described, or covered by the agreed service arrangements.

Prices shown on the website are guide prices unless a booking has been quoted and confirmed directly. Holiday dates, bank holidays, travel sits, overseas pet sitting, additional pets, extra tasks or unusual requirements may carry higher or custom pricing.

Payment is agreed with each client and may be made on the day or after the service.

Ordinary bookings do not require a deposit. If an eligible overnight stay is agreed as a long pet sit, a 25% deposit is required and the sit remains provisional until that deposit is paid, unless agreed otherwise.

For an eligible long pet sit cancelled at least 14 full days before its start, the deposit is eligible for a full refund. For cancellation with less notice, the outcome must be confirmed under the agreed booking terms; this page does not promise automatic refund or automatic forfeiture. Nothing in this policy affects statutory rights.

Routine bookings require at least 48 hours’ notice to cancel or change. No late-cancellation charge is stated because a consequence inside that notice period has not been approved.

If Imi’s Pet Care needs to cancel due to illness, emergency, unsafe conditions or circumstances outside reasonable control, you will be told as soon as possible and any appropriate refund or rearrangement will be discussed.

Owners must provide accurate and up-to-date pet, health, behaviour, routine, vet, home access, key, alarm, parking and emergency contact information before care starts.

Owners must disclose any bite history, aggression, reactivity, escape risks, illness, medication needs, household risks or anything that could affect safe care.

Pets should have suitable food, medication, leads, collars, harnesses, litter, cleaning supplies and any other agreed essentials available for the booking.

Keys, access codes, alarm details and home instructions are treated as confidential and used only for the agreed care. Owners must make sure access arrangements are accurate and working before care starts.

If access fails because keys, locks, alarms, concierge instructions or entry details are incorrect or unavailable, the visit may be shortened, delayed, rearranged or treated as chargeable.

Owners should provide vet details, emergency contact details and clear permission instructions before care starts.

If I cannot reach you or your emergency contact and I reasonably believe urgent veterinary treatment is necessary, I may seek urgent veterinary care. You remain responsible for veterinary costs.

Photos and updates may be sent privately during a booking. Public use of pet photos, reviews or testimonials is optional and requires consent.

Consent for public photos or reviews can be withdrawn, but this may not affect material already reasonably used before the withdrawal request was received.

No public insurance, licensing, registration, accreditation or certification claim is made because approved evidence and review dates have not yet been recorded.

Any verified insurance wording will be added only after the owner supplies current evidence and approves the exact claim. Licensing requirements and the suitability of overseas work also require separate owner or professional confirmation.

Nothing in these draft terms removes rights or responsibilities that apply under law. Final terms remain subject to owner and professional review before publication.

Care may be adapted, paused or refused if a pet, home or situation becomes unsafe. This includes severe weather, illness, aggression, escape risk, unsafe access, unmanageable behaviour or welfare concerns.

The welfare of the pet, the safety of people and safe access to the home will always be prioritised.