Paws On Sea Home & Pet Services –
Terms & Conditions

Last updated: August 2026

These Terms & Conditions set out the agreement between you (the “Client”) and Paws On Sea Home & Pet Services (“Paws On Sea”, “we”, “us”, “our”) for the provision of dog walking, pet drop-in visits, cat and small animal care, Home Reset Visits, Kitchen & Bathroom Resets and Home Checks & Extra Help.

Services are provided across St Leonards-on-Sea, Hastings, Bexhill and surrounding areas.

By completing the required Paws On Sea client form and booking a service, you agree to these Terms & Conditions.

1. Bookings & Client Information

All required client and pet information must be provided before the first service takes place.
Clients are responsible for ensuring that all information provided is accurate, complete and kept up to date.
Any relevant medical conditions, behavioural concerns, allergies, access information or property hazards must be disclosed before a service takes place.
Paws On Sea reserves the right to refuse or discontinue a service where important information has not been disclosed or where we believe it would be unsafe or unsuitable to continue.
Services and availability are subject to confirmation and a submitted enquiry does not automatically constitute a confirmed booking.

2. Payment

Payment for one-off bookings is due on or before the day of the service, unless otherwise agreed.
Regular clients may pay weekly by invoice.
Payment can be made by card or BACS.
Any additional time or services requested outside of the original booking may incur an additional charge. This will be agreed with the Client wherever possible before additional work is carried out.
Paws On Sea reserves the right to suspend future services where payment remains outstanding.

3. Cancellations & Rescheduling

Cancellations made more than 24 hours before the scheduled service will not incur a charge.
Cancellations made with less than 24 hours' notice, including cancellations on the day, will normally be charged in full.
Paws On Sea may waive or reduce a cancellation charge at its discretion in exceptional circumstances.
This policy applies to pet services, Home Reset Visits, Kitchen & Bathroom Resets and Home Checks & Extra Help.
Paws On Sea reserves the right to cancel, shorten or reschedule a service due to illness, emergencies, extreme weather, unsafe conditions or circumstances outside of our reasonable control.
Where Paws On Sea cancels a service and is unable to provide a suitable alternative, the Client will not be charged for the cancelled service.

4. Access, Keys & Security

Clients are responsible for providing safe and reliable access to the property at the agreed time.
Keys and access information held by Paws On Sea will be stored securely and without identifying address information wherever reasonably possible.
Keys and access codes will only be used for the purpose of providing agreed services.
Clients must inform Paws On Sea of any alarms, security systems, doorbell cameras or internal recording devices relevant to areas in which services will be carried out.
Paws On Sea cannot accept responsibility for access problems or damage resulting from defective locks, doors, gates or security systems.
Additional time or costs caused by being unable to access the property may be chargeable where the Client has not provided suitable access.

PET SERVICES

5. Pet Health & Wellbeing

Clients must provide accurate and up-to-date information about their pet's health, behaviour, temperament and care requirements.
Dogs must be microchipped and wear legally required identification when applicable.
Clients should maintain appropriate vaccinations and parasite prevention in accordance with veterinary advice.
Pets showing signs of contagious illness may not be accepted for walks or visits where this could present a risk to people or other animals.
Paws On Sea must be informed of any history of aggression, reactivity, escape behaviour or other behaviour that could affect the safe provision of a service.
Paws On Sea reserves the right to shorten, alter or discontinue a service where an animal appears distressed, unwell or unsafe to handle.
Bitches in season will not be walked. Where appropriate, alternative garden visits or pet drop-ins may be offered.

6. Puppies

Puppies will only be walked once they are appropriately vaccinated and ready to safely explore outside in accordance with veterinary advice.
Puppy walks will be tailored to the individual puppy's age, breed, confidence, development and needs.
Walks may include gentle exercise, sniffing, exploration and opportunities to build confidence rather than focusing solely on distance.
Puppies who are not yet ready for walks may be booked for puppy drop-in visits instead.

7. Dog Walking

Dogs will be walked using suitable leads, collars and/or harnesses agreed with the Client.
Paws On Sea provides solo dog walks, unless otherwise specifically agreed.
Clients must ensure equipment supplied for their dog is safe, secure and in good condition.
Paws On Sea will provide waste bags and dispose of dog waste responsibly.
Walks may be shortened, adapted or changed to a drop-in style visit where weather or another safety concern makes a normal walk unsuitable.
No guarantee can be made regarding the exact distance covered during a walk, as walks are tailored to the individual dog's needs and circumstances on the day.

8. Pet Drop-In Visits

Drop-in visits will be carried out for the approximate duration booked.
Visits may include feeding, refreshing water, toilet breaks, garden access, medication where previously agreed, play, companionship and other agreed pet-care tasks.
Clients must provide sufficient food, medication, litter and other supplies required for the booking if required.
Paws On Sea must be informed of any changes to the pet's care requirements before the visit.

9. Emergency Contact & Veterinary Care

Clients must provide a suitable emergency contact who can be contacted if the Client is unavailable.
In an emergency, all reasonable attempts will be made to contact the Client or their nominated emergency contact.
Where urgent veterinary attention is reasonably considered necessary and the Client cannot be reached, Paws On Sea may seek veterinary advice or treatment in the pet's best interests.
The Client remains responsible for veterinary fees and other reasonable costs incurred on behalf of their pet.
Where transport to a veterinary practice is required, this will be arranged as safely as reasonably possible.

HOME SERVICES

10. Home Reset Visits

Home Reset Visits are a flexible, time-based household support service.
Tasks are prioritised according to the Client's requirements and the amount of time booked.
Completion of every requested task cannot be guaranteed. Paws On Sea will work through agreed priorities and complete as much as reasonably possible during the booked time.
Home Reset Visits may include general cleaning, tidying, laundry, changing beds, dishwasher loading or unloading and other agreed household tasks.
Clients do not need to tidy before a Home Reset Visit.
Where the Client will not be home, priorities may be left in writing or agreed before the visit.
Additional time will not automatically be added where the requested work exceeds the booked time. Additional time may be offered subject to availability and Client agreement.

11. Kitchen & Bathroom Resets

Kitchen & Bathroom Resets are more thorough cleans intended for areas requiring greater attention than a standard maintenance clean.
The work carried out will depend on the condition of the room, the surfaces involved and the time agreed.
While every reasonable effort will be made to achieve the best possible result, complete removal of staining, limescale, mould staining, grease, discolouration or other long-standing build-up cannot be guaranteed.
Some marks may be permanent or caused by deterioration, damaged sealant, grout, corrosion, scratching or wear rather than surface dirt.
Paws On Sea reserves the right not to use a product or cleaning method where we reasonably believe it could damage a surface or item.
Particularly heavy build-up or rooms requiring substantially more work than reasonably anticipated may require additional time or a further visit. This will be discussed with the Client where applicable.

12. Cleaning Products & Equipment

Paws On Sea will provide standard cleaning products and equipment unless otherwise agreed.
Clients must notify Paws On Sea before the visit of any allergies, sensitivities, specialist surfaces or products that must or must not be used.
Where a Client requests that their own products or equipment are used, these must be safe, suitable and in working order.
Paws On Sea cannot guarantee results where a Client requests restrictions on the products or methods that may be used.

13. Property, Breakages & Pre-existing Damage

Every reasonable effort will be made to treat the Client's home and belongings with care.
Clients must inform Paws On Sea of particularly delicate, valuable, damaged or unstable items before work begins.
Paws On Sea cannot accept responsibility for damage resulting from pre-existing damage, wear and tear, poor maintenance, loose fittings, unstable items, defective appliances or deteriorated surfaces.
Items that are particularly fragile or valuable should be safely stored before the visit where possible.
Paws On Sea reserves the right not to move an item or clean an area where doing so may reasonably risk damage or injury.
Any accidental damage caused during a visit should be reported and dealt with promptly and appropriately.

14. Cleaning Results & Concerns

Cleaning results can vary depending on the age, condition and material of surfaces and the level of existing build-up.
Paws On Sea cannot guarantee restoration of surfaces to an “as new” condition.
If a Client is unhappy with an area that has been cleaned, they should contact Paws On Sea within 24 hours of the service, ideally with photographs where appropriate.
Paws On Sea must be given a reasonable opportunity to inspect and, where appropriate, return to rectify an area that has reasonably been missed.
Refunds are not automatically provided where Paws On Sea has not first been given a reasonable opportunity to address the concern.

15. Health & Safety Within the Home

Paws On Sea reserves the right to refuse, modify or stop any task where it would be unsafe, unsuitable or outside the scope of the service.

This may include, but is not limited to:

Working at unsafe heights
Moving excessively heavy furniture or appliances
DIY, electrical or plumbing work
Handling human or animal bodily fluids beyond ordinary household cleaning
Needles, sharps or other hazardous waste
Pest or vermin infestations
Hazardous chemicals or substances
Significant mould requiring specialist treatment
Unsafe flooring, fixtures, electrics or structural conditions
Aggressive or uncontrolled animals

Clients must provide access to safe running water and electricity where these are reasonably required to complete the booked tasks.

Ordinary household clutter or mess is not a reason for refusing a Home Reset Visit. However, where clutter prevents safe access to an area, the amount of cleaning that can reasonably be completed may be limited.

16. Illness Within the Home

Clients must inform Paws On Sea before a Home Reset, Kitchen & Bathroom Reset or other home service if anyone within the household is experiencing a potentially contagious illness.
This includes, but is not limited to, sickness and diarrhoea, flu-like illnesses, COVID-19 or other contagious infections.
Paws On Sea reserves the right to reschedule or refuse a home service where there is a reasonable risk of illness being passed on.
Where possible, clients should provide at least 24 hours' notice if a visit needs to be cancelled or rearranged due to illness.
If illness develops at short notice, clients should contact Paws On Sea as soon as possible to discuss the booking.
Failure to disclose a known contagious illness before a visit may result in the service being stopped or refused.

17. Pets During Home Services

Clients must inform Paws On Sea of any pets that will be present during a Home Reset, Kitchen & Bathroom Reset or Home Check.
Pets that may become distressed, aggressive, escape through open doors or interfere with cleaning equipment or products should be safely secured in another suitable area where necessary.
Paws On Sea reserves the right to stop work where an animal presents a safety risk to itself or others.

18. Home Checks & Extra Help

Home Checks & Extra Help may include agreed tasks such as checking the property, watering plants, bringing in post or parcels, putting bins in or out and other small household tasks.
The exact tasks required must be agreed before the booking.
A Home Check is a visual check only and does not constitute professional security, property management, maintenance or inspection services.
Paws On Sea cannot guarantee the health or survival of plants despite following reasonable watering instructions.
Any maintenance issue, damage or concern noticed during a visit will be reported to the Client where reasonably possible.

GENERAL TERMS

19. Confidentiality, Photos & Media

Personal and property information will be treated confidentially and used only where reasonably necessary to provide and administer services.
Photos of pets may be taken for Client updates and, where permission has been given, may also be used on Paws On Sea social media or marketing materials.
Clients may opt out of marketing photographs at any time.
Photos taken inside a Client's home will not intentionally display personal or identifying information for marketing purposes without permission.

20. Liability & Insurance

Paws On Sea will take reasonable care when providing all services.
Paws On Sea maintains appropriate public liability insurance for the services provided.
Clients remain responsible for damage or injury caused by their pet except where Paws On Sea is legally responsible.
Paws On Sea cannot accept responsibility for loss or damage arising from inaccurate or incomplete information supplied by the Client, pre-existing property defects or circumstances outside our reasonable control.
Nothing within these Terms & Conditions excludes or limits liability where it would be unlawful to do so.

Paws On Sea is DBS checked and Canine First Aid trained.

21. Changes to Services & Terms

Paws On Sea may occasionally update these Terms & Conditions, services or policies.
Clients will be informed of significant changes where appropriate.
The most recent version of the Terms & Conditions will apply to future bookings.

22. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

By booking a service with Paws On Sea Home & Pet Services, the Client confirms that they have read and agreed to these Terms & Conditions.

Paws On Sea Home & Pet Services – Terms & Conditions