Terms & Conditions

Last updated: 4 July 2026

1. About Safe Hands

Safe Hands Home & Pet Sitting is operated by Simon Thevasagayam as a sole trader. These Terms & Conditions apply to Home Visits & Property Checks, Home Sitting, Home & Pet Sitting, Pet Care Visits & Dog Walking, and any other services agreed in writing.

Website: safehandshomeandpet.co.uk
Email: hello@safehandshomeandpet.co.uk

2. Enquiries and bookings

Submitting an enquiry or requesting availability does not create a booking. A booking is confirmed only when Safe Hands has accepted the booking in writing and any payment required by the quote or booking confirmation has been received.

Before a first booking, Safe Hands may require a meet-and-greet and completed handover information. Safe Hands may decline a booking where the service cannot be provided safely, lawfully or within the required availability.

3. Standard of service

Safe Hands will provide the agreed services with reasonable care and skill, follow the agreed care plan so far as reasonably practicable, and communicate material concerns to the client.

Pet behaviour and health can be unpredictable. Safe Hands cannot guarantee that a pet will not become ill, injured, escape or behave unexpectedly, but will take reasonable care and act appropriately if a concern arises.

4. Client responsibilities

·        Provide complete and accurate information about the pets, property, routines, access arrangements, security systems, medical needs and behavioural risks.

·        Disclose any history of aggression, biting, escape attempts, resource guarding, reactivity or other behaviour that may affect safe care.

·        Provide sufficient food, medication, litter, cleaning supplies, leads, harnesses and other necessary equipment in safe working order.

·        Ensure the property, garden boundaries, gates, locks and pet equipment are reasonably safe and secure.

·        Disclose all active indoor cameras or recording devices and their locations before the booking. Recording devices must not be placed in bedrooms or bathrooms used by the sitter.

·        Provide current vet details and at least one emergency contact who can make decisions if the client cannot be reached.

·        Tell Safe Hands promptly about changes to travel plans, return times, pet health or care instructions.

5. Keys, access and security

Keys, codes and access information will be used only for the agreed service and kept as securely as reasonably practicable. The client must ensure access arrangements work before departure.

Safe Hands will not label keys with a full property address. Lost or compromised keys or access details will be reported promptly and handled in accordance with the circumstances and applicable insurance cover.

6. Prices and payment

Prices are set out in the written quote or booking confirmation and may take account of location, number and type of pets, visit frequency, length of stay, medication needs, bank holidays and other agreed requirements.

Payment dates and any deposit or balance requirements will be stated in the booking confirmation. Additional services requested during a booking may be charged separately where agreed.

7. Cancellation and statutory rights

Where a consumer contract is concluded at a distance or away from business premises, the client may have a statutory 14-day cancellation right beginning after the contract is entered into, subject to the Consumer Contracts Regulations and any applicable exceptions.

If the client asks for services to begin during a statutory cancellation period, Safe Hands may require an express request to start early. If the client then cancels after performance has begun, the client may be required to pay a proportionate amount for services supplied up to cancellation, where the law permits.

After any statutory cancellation right has expired, the following business cancellation policy applies unless the booking confirmation states otherwise: cancellation 14 or more days before the service start date - full refund of sums paid for services not provided; 7 to 13 days before start - 50% of the booking fee may be charged; fewer than 7 days before start or after the service has begun - up to 100% of the booking fee may be charged. Any statutory rights override this policy, and Safe Hands will take account of losses avoided or replacement bookings obtained where legally required.

8. Pet health, medication and veterinary emergencies

The client must provide clear written instructions for medication and disclose relevant health conditions. Safe Hands may refuse to administer medication outside its competence or where it cannot be done safely.

If a pet appears ill or injured, Safe Hands will try to contact the client and emergency contact. Where urgent action is reasonably considered necessary and the client cannot be reached, the client authorises Safe Hands to seek veterinary advice or treatment in accordance with the emergency authority given in the handover documents.

The client is responsible for veterinary fees and reasonable transport or related emergency costs incurred on their behalf, except to the extent a cost results from Safe Hands’ breach of contract or negligence.

9. Dog walking and outdoor activity

Dogs will be walked on lead unless off-lead activity has been specifically authorised in writing and Safe Hands considers it safe and appropriate at the time. Safe Hands may keep a dog on lead even where off-lead permission exists.

The client must provide suitable, secure and correctly fitting equipment. Weather, heat, ice, storms or other safety concerns may require a walk to be shortened, delayed or replaced with suitable indoor or garden enrichment.

10. Delayed returns and extensions

The client must notify Safe Hands as soon as possible if return is delayed. Safe Hands will use reasonable efforts to continue care, but availability cannot be guaranteed beyond the confirmed booking period. Additional visits or nights will be charged at the agreed or current applicable rate.

11. Illness, emergencies and substitute care

If Safe Hands becomes unexpectedly unable to provide a service because of illness, emergency, severe travel disruption or another event outside reasonable control, the client and emergency contact will be notified as soon as practicable.

Safe Hands will not appoint another sitter to enter the client’s home without consent, except where urgent action is reasonably necessary to protect a pet’s welfare and it is not practicable to obtain consent. Where possible, the parties will agree an alternative arrangement. Fees for services not provided will be refunded where appropriate.

12. Property and household risks

Safe Hands will take reasonable care of the property while providing the agreed service. The client should report known defects, leaks, unreliable locks, alarm faults or other hazards before the booking.

Safe Hands is not responsible for loss caused by pre-existing defects, normal wear and tear, hidden faults, failures of utilities or appliances, acts of third parties, or inaccurate or incomplete instructions, except to the extent the loss is caused or worsened by Safe Hands’ negligence or breach of contract.

13. Photos, updates and social media

Photos may be taken for private client updates where agreed. Publication of identifiable pet photographs, testimonials or other client-related content on social media or the website requires separate permission where appropriate. Permission can be withdrawn for future use, although withdrawal cannot always remove copies already lawfully published or shared by others.

14. Insurance

Safe Hands Home & Pet Sitting maintains specialist business insurance appropriate to the agreed home and pet care services provided. Insurance cover is subject to the terms, conditions, limits and exclusions of the relevant policy.

Clients remain responsible for maintaining appropriate insurance for their home, property and pets throughout the booking period. Clients should check with their home insurer that their cover remains valid when a pet sitter or other service provider is staying at or accessing the property.

Clients must disclose any circumstances, risks or information that could reasonably affect the safe provision of the agreed services before the booking begins.

15. Liability and consumer rights

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

Nothing in these Terms affects the client’s statutory consumer rights. Subject to those rights, Safe Hands is responsible for direct and reasonably foreseeable loss caused by its breach of contract or negligence, but not for losses that were not reasonably foreseeable or that arise from information, equipment, property defects or risks outside Safe Hands’ reasonable control.

16. Complaints

If the client is dissatisfied, they should contact Safe Hands as soon as possible with details of the concern so there is an opportunity to investigate and, where appropriate, put matters right.

17. Privacy

Personal information is handled in accordance with the Safe Hands Privacy Policy. The client should also read the Cookie Policy when using the website.

18. Changes to bookings and these Terms

Changes to a confirmed booking should be agreed in writing. Safe Hands may update these Terms for future bookings. The version provided or linked at the time a booking is confirmed will apply to that booking unless the parties agree otherwise in writing.

19. Governing law

These Terms and any dispute or claim arising from them are governed by the law of England and Wales. Consumers retain any mandatory rights relating to the courts or law that apply to them.