Surrey Cat Care Terms & Conditions
Last updated: 24 June 2026
1. Booking Confirmation
Bookings are confirmed once dates have been agreed and any required deposit or payment has been received.
Surrey Cat Care reserves the right to decline bookings where appropriate.
2. Payment
Payment is due no less than 7 days before the first scheduled visit unless otherwise agreed in writing.
Late payments may result in future bookings being declined.
Travel within a 3-mile radius of Byfleet is included. For bookings beyond this area, a mileage fee of 45p per mile (each way) applies. Any applicable travel charges will be confirmed before booking.
Minimum booking charges may apply during peak periods.
3. Cancellation Policy
Standard Bookings
- More than 7 days’ notice: Full refund.
- 3–7 days’ notice: 50% of the booking fee is payable.
- Less than 72 hours’ notice: 100% of the booking fee is payable.
Peak Periods
Peak periods include Christmas, New Year, Easter and Bank Holidays.
- More than 14 days’ notice: Full refund.
- 7–14 days’ notice: 50% of the booking fee is payable.
- Less than 7 days’ notice: 100% of the booking fee is payable.
Early Return Home
If you return home before the end of your booking, no refunds will be given for unused visits as this time has been reserved exclusively for your cat.
Emergency Circumstances
Genuine emergencies may be considered at Surrey Cat Care’s discretion.
If a client is unable to return home as planned, Surrey Cat Care will continue providing care where availability permits. Additional visits will be charged at the standard rate (or applicable holiday rate) and must be paid by the client.
4. Bank Holiday & Special Day Charges
Please note:
- All cat sitting fees are doubled on Bank Holidays.
- Christmas Day and Easter Sunday are limited to one morning visit only.
- Availability during peak periods is extremely limited and offered on a first-come, first-served basis. Early booking is recommended.
5. Keys & Property Access
Clients are required to provide suitable access to their property before the booking begins. This may be via keys, a lock box, key safe, or another agreed method of entry.
All keys are stored securely and treated confidentially. For security purposes, keys are identified using a unique reference system and are never labelled with client names or addresses.
For the safety and security of your home and pets, Surrey Cat Care does not leave keys inside the property or post them through a letterbox at the end of a booking. This helps ensure access can still be gained should your return home be delayed for any reason.
After your booking, you are welcome to collect your keys free of charge from Surrey Cat Care.
If you would prefer your keys to be returned to your home, a £5 key return fee will apply.
Alternatively, Surrey Cat Care can securely retain your keys in our key safe for future bookings, which many clients find to be the most convenient option.
Clients are responsible for informing Surrey Cat Care of any changes to locks, alarm systems, access codes, or entry arrangements before the booking begins.
Surrey Cat Care cannot be held responsible for delays or missed visits caused by incorrect keys, faulty locks, inaccessible properties, or undisclosed changes to access arrangements.
If an emergency locksmith is required due to incorrect keys, faulty locks, or access issues not caused by Surrey Cat Care, any associated costs will be the responsibility of the client.
6. Travel Charges
Travel within a 3-mile radius of Byfleet is included.
For bookings outside this area, a mileage charge of 45p per mile (each way) will apply.
Any applicable mileage charges will be confirmed before booking.
7. Veterinary Emergencies
In the event of illness, injury or any situation where urgent veterinary treatment is required, Surrey Cat Care will make every reasonable effort to contact the owner first.
If the owner cannot be reached, Surrey Cat Care is authorised to seek veterinary treatment in the cat’s best interests.
If emergency veterinary treatment is required, Surrey Cat Care is authorised to transport your cat to your registered veterinary practice or, where necessary, the nearest available veterinary provider.
All veterinary fees and related costs remain the responsibility of the owner.
8. Medication
Surrey Cat Care is happy to administer medication where agreed in advance.
While every reasonable effort will be made to administer medication correctly, Surrey Cat Care cannot be held responsible if a cat refuses treatment or if treatment is unsuccessful.
Medication instructions must be provided clearly in writing.
9. Cat Behaviour
Owners must inform Surrey Cat Care of any behavioural issues, aggression, medical conditions or circumstances that may affect care.
Surrey Cat Care reserves the right to discontinue visits if a cat poses a risk to health or safety.
Where possible, alternative arrangements will be discussed with the owner.
10. Home Security
Surrey Cat Care will take reasonable care to secure your property during and after each visit.
This includes locking doors, closing windows where appropriate and carrying out agreed security checks.
Surrey Cat Care cannot be held responsible for events beyond its control, including burglary, damage caused by third parties or pre-existing faults within the property.
11. Additional Household Tasks
Where agreed, visits may include:
- Watering indoor plants
- Bringing post and delivered parcels into the property
- Opening or closing curtains
- Turning lights on or off
- Putting bins out for collection
These tasks are provided as a complimentary service during scheduled cat sitting visits and are limited to tasks that can reasonably be completed within the allocated visit time.
Surrey Cat Care is unable to collect items from post offices, delivery depots, parcel lockers, neighbours, shops, or other external locations unless specifically agreed in advance and subject to additional charges.
12. Photographs & Updates
Surrey Cat Care may send photographs and updates during your booking for your peace of mind.
Photographs will never be used publicly without your permission.
Surrey Cat Care will never share a client’s address, personal details, alarm information, or identifying information about their property.
13. Liability & Insurance
Surrey Cat Care maintains appropriate Public Liability and Care, Custody & Control insurance.
Liability is limited to the value of the booking except where prohibited by law.
Surrey Cat Care is not liable for:
- Pre-existing health conditions
- Illnesses that develop naturally
- Acts of nature
- Events beyond reasonable control
- Damage caused by pets to property
Nothing in these terms limits liability for death or personal injury caused by negligence.
14. Force Majeure
Surrey Cat Care shall not be liable for delays or failure to perform services due to circumstances beyond reasonable control, including severe weather, flooding, illness, road closures, accidents, government restrictions or other unforeseen emergencies.
Where possible, alternative arrangements will be discussed.
15. Data Protection & Privacy
Personal information will be handled in accordance with Surrey Cat Care’s Privacy Policy.
16. Contact Information
Clients must provide:
- An emergency contact
- Their travel contact details
- Veterinary practice details
- Any relevant medical or behavioural information about their cat(s)
Clients are responsible for ensuring all contact information remains accurate and up to date throughout the booking period.
17. Home Environment
Surrey Cat Care reserves the right to refuse or terminate services where conditions are unsafe, unsanitary, illegal, or present a risk to health and safety.
18. Pet Health & Infectious Illness
Clients must notify Surrey Cat Care of any contagious illness, parasite infestation, or known health concerns affecting their cat prior to the booking.
19. Visit Timing
While every effort will be made to visit at agreed times, visit times are approximate and may vary due to traffic, emergencies, weather conditions, or other unforeseen circumstances.
20. Emergency Cover
Surrey Cat Care reserves the right to use a trusted and insured associate, subcontractor, or emergency cover sitter to fulfil visits where necessary due to illness, emergency, or unforeseen circumstances. Clients will be informed wherever reasonably possible.
21. Complaints
Any concerns regarding the service provided should be raised within 7 days of the final visit so that Surrey Cat Care has the opportunity to investigate and resolve the matter.
22. Acceptance
By making a booking with Surrey Cat Care, you acknowledge that you have read and agree to these Terms & Conditions.
