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Last updated: [August 2025]
1. Introduction
1.1 These Terms and Conditions govern your use of Creature Cove’s services and website. By accessing or using our services, you agree to be bound by these terms.
1.2 Acceptance of our services is deemed acceptance of these Terms and Conditions and an agreement to pay our fees on time.
1.3 We reserve the right to deny or terminate our services due to safety or financial concerns.
1.4 We reserve the right to apply supplementary charges and/or terminate this agreement if the assignment changes from the description provided by the client, requires more time or responsibility, or if unforeseen circumstances arise.
1.5 We reserve the right to stop providing care services if a pet shows aggression toward our staff or other animals.
2. Definitions
2.1 “Creature Cove” refers to the business offering pet care services.
2.2 “Client” refers to the person booking the services.
2.3 “Pet(s)” refers to the animal(s) receiving care.
3. Services Provided
3.1 Creature Cove offers services including but not limited to:
Pet sitting
Exotic pet care (including reptiles, amphibians, birds, and small mammals)
Aquarium and pond maintenance
4. Booking and Payment
4.1 All bookings must be confirmed via email, phone, or message.
4.2 Full payment is required before the start of pet sitting or boarding services, unless otherwise agreed in writing.
4.3 Aquarium, pond, and enclosure maintenance or setup services will be invoiced after the service, with payment due within 7 days.
4.4 Late payments may result in late payment fee of £10, cancellation of services or refusal of future bookings.
5. Cancellations and Refunds
5.1 Cancellations made more than 7 days before the service start date will receive a full refund.
5.2 Cancellations made within 7 days may result in a 50% charge or forfeiture of the deposit.
5.3 Cancellations within 24 hours or no-shows may be charged in full.
5.4 A minimum deposit of £50 is required for all bookings.
5.5 A 20% deposit is required if the total bill exceeds £250.
5.6 A 10% deposit is required for bookings under £100.
5.7 Maintenance or setup services will be invoiced after completion.
5.8 Payment for these services is due within 7 days.
5.9 A late fee of £10 may be charged on overdue invoices.
5.10 We understand that unexpected situations can arise. Please communicate changes as early as possible, and we will consider flexibility in applying any charges.
6. Pet Health and Behaviour
6.1 Clients must disclose any relevant health issues, behavioural concerns, or special care needs for their pets.
6.2 Creature Cove reserves the right to refuse service if a pet is deemed a risk to itself, staff, or other animals.
7. Cat Flap Disclaimer
7.1 Creature Cove is not liable for the loss of any pet with open access to a cat flap or any other unsecured exit.
7.2 If a pet goes missing, we will continue with scheduled visits and provide updates until the client returns.
7.3 In serious cases, we will first contact the client, then the emergency contact, and if necessary, the vet or local authorities.
8. Veterinary Authorisation
8.1 The client gives Creature Cove permission to act on behalf of their pet(s) in the event of a medical emergency.
8.2 We will attempt to contact the client’s regular vet. If unavailable, we will use the nearest available veterinary service.
8.3 Creature Cove has permission to transport pets to the vet by any necessary means.
8.4 If the client is unreachable, Creature Cove will follow veterinary advice and consult the emergency contact as appropriate.
8.5 The client is responsible for all veterinary and transport costs incurred.
8.6 Veterinary visits may be charged at £20 per hour, timed from the sitter’s departure to return.
9. Access to Property
9.1 Clients must ensure that safe, legal, and secure access is provided to the property during the booking.
9.2 Creature Cove is not responsible for damage or complications caused by faulty keys, locks, or security systems.
10. Keys and Access
10.1 Keys must be provided at least 3 days prior to the start of the booking.
10.2 A £10 fee apply for key collection or return unless keys are kept on file with Creature Cove.
10.3 The client must inform Creature Cove of any visitors (e.g. friends, cleaners) who may be entering the property during the service period.
10.4 Creature Cove accepts no liability if other parties have shared access to the property or pets during the booking.
11. Liability
11.1 Creature Cove takes all reasonable steps to ensure the well-being of every pet in our care.
11.2 We are not liable for unforeseen events, such as illness, injury, or death, despite proper care.
11.3 We are not responsible for damage caused by your pet while under our care.
12. Damages and Theft
12.1 Creature Cove is not liable for damage caused by pets to property, furniture, or belongings.
12.2 We are not liable for the theft or disappearance of pets unless negligence is clearly established.
12.3 We are not responsible for injury, illness, or death unless it can be proven that Creature Cove was negligent.
12.4 Clients are responsible for any damage caused by their pets while staying in a boarding environment.
13. Privacy and Data Protection
13.1 All client data is collected and stored securely and used only for delivering pet care services.
13.2 Creature Cove complies with the UK GDPR and all relevant data protection legislation.
14. Insurance
14.1 Creature Cove carers are covered by public liability insurance.
14.2 Clients are responsible for ensuring their own property, belongings, and pets are appropriately insured.
14.3 Creature Cove is not liable for loss, illness, or injury unless demonstrable negligence can be proven.
15. Miscellaneous
15.1 Clients must provide all expected necessary supplies for pet care, such as food, litter, bedding, and medication.
15.2 Clients must provide emergency contact details.
15.3 Appointment times are approximate and may shift due to external circumstances; Creature Cove may change the service provider or timing to ensure pet well-being in the event of emergencies.
15.4 Aggressive pets may be refused care at Creature Cove’s discretion.
15.5 Clients are liable for any injury their pet may cause to creature cove or third parties.
15.6 Creature Cove may take photos of pets in our care for updates or marketing purposes unless the client requests otherwise..
16. Unforeseen Purchases
16.1 If additional items are required during a booking (e.g. food, litter, medication, cleaning supplies), Creature Cove may purchase these items and provide a receipt.
16.2 The client is responsible for reimbursement or partial payment if creature cove supplies are used.
17. Changes to Terms
17.1 Creature Cove reserves the right to amend these Terms and Conditions at any time.
17.2 Continued use of our services implies agreement to any updated terms.
18. Contact Information
If you have any questions, please contact us via:
Email: creature.cove85@gmail.com
Phone: 07494 273485 / 07887 815600
Facebook Messenger: @CreatureCove85
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