1. Scope and business details
These terms apply to use of the TruePets website and to pet-care services confirmed by TruePets. The service includes agreed visits at the client’s property, dog walking, welfare checks, holiday visits, emergency call-outs and agreed stable tasks. Boarding, day care at the carer’s property and veterinary services are not offered through this website.
Booking confirmations and invoices should include the relevant business details for the confirmed service. No term excludes rights that consumers cannot lawfully be required to give up.
2. Enquiries, assessments and bookings
- An enquiry is a request for information, not a reservation.
- TruePets may request a meet-and-greet, care assessment or further information before accepting a booking.
- Availability is not guaranteed until acceptance is confirmed in writing.
- TruePets may decline work that is unsafe, outside the service area, beyond reasonable competence, incompatible with insurance conditions or impossible to deliver reliably.
- Any recurring booking may be reviewed if routines, animal behaviour, access or travel requirements change.
3. Client responsibilities
The client must provide complete and accurate information about every animal, including behaviour, handling, escape risk, bite history, medical or dietary needs, triggers, contagious illness and relevant veterinary advice. Suitable food, equipment, medication, cleaning supplies and secure access must be available.
The client must give current contact details for themselves, a backup person and the usual veterinary practice. The property, garden, fencing, stable, tack and equipment must be reasonably safe and fit for the agreed task. Dogs must have legally required identification and suitable walking equipment.
4. Care, access and emergencies
TruePets will use reasonable care and skill and will follow the agreed instructions where safe and lawful. Visit times may be given as windows rather than exact appointments unless a specific time is essential and accepted.
If an animal appears ill, injured, distressed, missing or at immediate risk, TruePets may contact the client, backup contact, veterinary practice or emergency service. Where delay could materially worsen welfare and the client cannot be reached, the client authorises reasonable emergency action within the limits recorded in the booking plan. The client remains responsible for veterinary and third-party costs unless caused by TruePets’ breach of duty.
Keys, alarm details and access codes will be handled according to the agreed process. The client must disclose cameras in areas where care will take place, except ordinary external security systems, and must not place recording equipment in private areas where a worker would reasonably expect privacy.
5. Weather, transport and unavoidable disruption
Walks or outdoor tasks may be shortened, moved or replaced with a safe alternative when heat, ice, storms, flooding, poor air quality, animal behaviour, road conditions or official advice make the original plan unsafe. TruePets will try to communicate material changes promptly.
6. Quotes, payment and additional work
Prices are quoted according to location, travel, timing, duration, number and type of animals and the agreed tasks. Any travel supplement, holiday rate, emergency rate, deposit and payment deadline must be stated before confirmation.
Extra work or extended attendance caused by incomplete instructions, unsafe access, delays, an animal emergency or a material change in requirements may be charged reasonably where the client has authorised it or where urgent action was necessary for welfare or safety.
7. Cancellations and changes
The cancellation window and any non-refundable deposit must be given with the quote. A fair cancellation charge may apply where reserved time cannot reasonably be rebooked, but will not exceed the loss reasonably incurred. Consumer cancellation rights will be honoured where applicable.
TruePets may cancel or suspend a service where payment is overdue, information was materially inaccurate, an animal or location presents an undisclosed risk, access is unavailable, severe conditions make attendance unsafe or an event beyond reasonable control prevents performance. Any refund due will reflect services already supplied and unavoidable costs.
8. Insurance and liability
TruePets holds appropriate business insurance. Policy limits, exclusions and any required client conduct apply, and evidence can be provided on request.
TruePets is responsible for foreseeable loss caused by a failure to use reasonable care and skill. TruePets is not responsible for loss caused by inaccurate or withheld information, defective equipment or property, an animal’s pre-existing condition, unavoidable behaviour despite reasonable precautions, or events outside reasonable control. Nothing limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot legally be limited.
9. Website information and shop link
Website content is general information and may change. Prices and availability are not guaranteed until quoted and confirmed. The WoodCreation TruePets store is a separate shopping destination and its own checkout terms, privacy information and returns rules apply.
10. Complaints
Please raise concerns promptly through the contact form, including the booking date and a clear description. TruePets should acknowledge the complaint and aim to provide a reasoned response within a reasonable period.
11. Governing law
These terms are governed by the law of England and Wales. Consumers may bring proceedings in the courts that have jurisdiction under applicable consumer law.