Effective Date: 1 June 2026
Urban Pet Play Ltd
Website: www.urbanpetplay.com
These Pet Care Terms & Conditions (“Terms”) govern the provision of pet care services by Urban Pet Play Ltd (“we”, “us”, “our”) to customers (“you”, “your”). By booking any pet care service through www.urbanpetplay.com, you agree to be bound by these Terms.
These Terms should be read alongside our Privacy Policy, Animal Welfare Policy, Customer Service Policy, and other policies published on our website.
Urban Pet Play Ltd may offer services including:
Dog Walking
Pet Sitting
Home Visits
Puppy Visits
Cat Care
Small Animal Care
Pet Feeding
Pet Taxi Services
Pet Day Care
Pet Boarding (where licensed)
Grooming (where available)
Pet Training (where available)
Holiday Pet Care
Service availability may vary depending on your location and staffing.
Bookings may be made through:
Our website
Telephone
Other approved booking methods
A booking is only confirmed once we have accepted it and provided confirmation.
By booking our services, you confirm that:
You are the legal owner or authorised keeper of the pet.
Information provided about your pet is complete and accurate.
Your pet is healthy enough for the requested service unless disclosed otherwise.
You have informed us of any medical conditions, allergies, disabilities, behavioural concerns, or previous incidents involving aggression.
You will provide current emergency contact details.
You will provide your veterinary practice details.
You have legal authority to request veterinary treatment if required.
Failure to provide accurate information may result in services being refused or terminated.
Where appropriate for the service provided, pets should:
Be vaccinated in accordance with veterinary recommendations.
Receive appropriate flea, tick, and worm treatments.
Be free from contagious illnesses.
We reserve the right to request proof of vaccination where reasonably necessary.
The safety of our staff, customers, and other animals is a priority.
We reserve the right to refuse, suspend, or terminate services where a pet:
Displays aggressive behaviour.
Poses a risk to people or other animals.
Cannot be safely handled.
Has a history of biting that has not been disclosed.
Causes repeated safety concerns.
If behaviour changes during ongoing services, we will discuss appropriate next steps with you.
Owners must notify us of:
Existing illnesses.
Recent injuries.
Medication requirements.
Dietary restrictions.
Allergies.
Mobility issues.
Anxiety or stress-related conditions.
We are not qualified to diagnose illness or provide veterinary advice.
Where agreed in advance, we may administer routine medication in accordance with your written instructions.
While we take reasonable care, we cannot guarantee successful administration in every circumstance.
Medication must:
Be supplied in its original packaging.
Be clearly labelled.
Include dosage instructions.
If we reasonably believe your pet requires urgent veterinary attention during the provision of our services, we may:
Contact you immediately.
Contact your emergency contact where necessary.
Transport your pet to your nominated veterinary practice or the nearest available veterinary surgeon if appropriate.
Owners remain responsible for veterinary fees unless otherwise agreed or required by law.
Where services are provided at your home, you agree to:
Provide safe access to your property.
Supply working keys, codes, or access instructions where required.
Inform us of any alarm systems.
Ensure the property is safe for our staff.
Keys and access information will be stored securely.
For dog walking services:
Dogs will normally be walked on a lead unless otherwise agreed.
Off-lead walking will only take place where suitable and with your consent.
We reserve the right to keep dogs on a lead if we believe this is in the best interests of the dog or public safety.
Walk durations are approximate and may vary due to weather, traffic, or animal welfare considerations.
During home visits we will provide agreed services, which may include:
Feeding.
Fresh water.
Cleaning food bowls.
Litter tray or enclosure cleaning.
Basic exercise.
Play and enrichment.
Welfare checks.
Additional services may be agreed in advance.
For the welfare of animals and staff, services may be adjusted during:
Extreme heat.
Snow and ice.
Storms.
Flooding.
Dangerous weather conditions.
Walks may be shortened, rescheduled, or replaced with indoor enrichment where appropriate.
Customers may cancel bookings by contacting us.
Cancellation charges may apply depending on:
The amount of notice given.
The service booked.
Any preparations already made.
Please refer to our Order Cancellation Policy where applicable.
We reserve the right to cancel or suspend services where:
Payment has not been received.
Incorrect information has been provided.
Staff safety is at risk.
Animal welfare would be compromised.
Severe weather prevents safe travel.
Circumstances beyond our reasonable control arise.
Where possible, we will notify customers promptly.
Payment terms are detailed in our Payment Policy.
Services may require:
Payment in advance.
Deposits.
Payment on completion.
Scheduled invoicing for regular customers.
Late payment may result in suspension of future bookings.
With your permission, we may take photographs of your pet for:
Service updates.
Customer communications.
Social media.
Marketing materials.
You may withdraw your consent at any time.
While we take reasonable care and exercise professional standards, animals can behave unpredictably.
Subject to applicable law, Urban Pet Play Ltd shall not be liable for:
Pre-existing medical conditions.
Illnesses that were not disclosed.
Injuries arising from undisclosed behavioural issues.
Escape resulting from defective equipment supplied by the owner.
Delays caused by circumstances beyond our reasonable control.
Nothing in these Terms excludes liability for death or personal injury caused by our negligence, fraud, or any liability that cannot legally be excluded.
Urban Pet Play Ltd maintains appropriate business insurance relevant to the services we provide.
Customers remain responsible for obtaining suitable insurance for their pets if desired.
Personal information collected in connection with pet care services is processed in accordance with our Privacy Policy and UK data protection legislation.
We may amend these Pet Care Terms & Conditions from time to time.
Updated versions will be published on www.urbanpetplay.com, and the latest version will apply to future bookings.
These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
Urban Pet Play Ltd
Website: www.urbanpetplay.com
Email:
By booking a pet care service with Urban Pet Play Ltd, you confirm that you have read, understood, and agree to these Pet Care Terms & Conditions. Our priority is to provide safe, reliable, and compassionate care while protecting the welfare of every pet entrusted to us.
