Bona-Fido Terms & Conditions

Terms & Conditions


1. Parties 


The parties to this agreement are: 


1.1 Bona-Fido (The Pet Service Provider) which expression shall where the context allows include its employees agents and subcontractors 

1.2 The person named as the Customer (the Client) 


2. Booking


2.1 Bona-Fido will provide a time interval during which visits will occur. If an unforeseen situation arises, the time interval may be adjusted. 

2.2 All services are charged at day rates, not overnight rates.

2.3 Bank Holidays are charged at an additional 50% and you will be advised of this at the time of booking. 

2.4 Public Holidays are charged at double rate and you will be advised of this at the time of booking.

2.5 An in-home consultation is required, prior to reservations, FOR ALL NEW CLIENTS. 

2.6 All bookings must be made at least 24 hours before arrival date.


3. Cancellations 


3.1 In the event of cancellations that are notified to us 14 days prior to the start of the booking period, all fees less the non-refundable deposit, will be refunded, or held over for subsequent bookings. 

3.2 Any bookings that are cancelled between 14 days and 48 hours before the start date of the booking, will require 50% payment for services. 

3.3 All bookings cancelled within 48 hours will be payable in full. 

3.4 If Bona-Fido cannot provide the service agreed, we will do our best to arrange an alternative, unless in extreme circumstances, where we will endeavour to give 24 hours notice. 


4. Aggressive Animals


4.1 Bona-Fido will not accept aggressive animals. 

4.2 Client agrees to be responsible for all costs (including but not limited to medical care, legal fees, etc) if the client’s pet(s) should bite another animal. 

4.3 Client agrees that on booking services for their dog(s) that they have represented that the dog(s) to have not shown aggression or caused harm, or threatening behaviour to any individual and/or any pet(s), and the client agrees to contact the provider as soon as possible if any of these behavioural changes presents itself or if it has the potential to cause harm to any individual or pet(s). 

4.4 We will not walk unruly or untrained dogs.

4.5 If the client’s dog(s) whilst under Bona-Fido’s care shows aggressive tendencies towards the pet service provider or their family, or should its behaviour become unacceptable or a nuisance beyond reasonable acceptance, the client agrees that the service is terminated with immediate effect and the pet is to be returned to the location where it was collected. 


5. Unforeseen Purchases 


5.1 In the event that additional items need to be purchased in the absence of the client – i.e. pet food, litter, cleaning supplies or other necessary items that contribute to the health and wellbeing of your pet, Bona-Fido will purchase these, retain a receipt and the pet owner is responsible for reimbursement of these items on their return.


6. Keys 


6.1 Bona-Fido will obtain two copies of your house key during the in-home consultation. One key will be held by the pet sitter while the other key will be coded for security and kept separately to be used only in the case of an emergency or lockout.

6.2 It is recommended that your keys remain in Bona-Fido’s custody for convenience in future use of our service and to confirm services via telephone. 

6.3 Your keys will be kept in a secured lock system and are coded for your protection.


7. Updates 


7.1 Please inform us of any changes regarding your contact numbers, your pet’s care needs, your emergency contact details and other pertinent information.


8. Privacy Policy


8.1 All of your information will be kept private and confidential. 

8.2 Bona-Fido highly respects our clients’ entrusting us with the care of their home and pets.

8.3 All of our records will be stored in compliance with the Data Protection Act 1998.

8.4 A copy of our Privacy Policy can be found on our website at


9. Insurance 


9.1 All reasonable care is taken to ensure the integrity and suitability of the care provided. 

9.2 Bona-Fido has valid public liability insurance, for the peace of mind of its clients. 

9.3 The insurance only covers the sitter when working for Bona-Fido, for the duration of the selected service, and only for services arranged with Bona-Fido. 

9.4 It is the client’s responsibility to ensure that the property, its contents and pets are adequately insured throughout the duration of the assignment. 


10. Additional Pet Care Assistance And Other Scheduled Services 


10.1 Bona-Fido does not accept liability for other persons who will be in your home prior to, during or immediately after our services have been rendered. 

10.2 Please inform us at the time of consultation of anyone who may have access to your home while you are away. This includes cleaning services, maintenance personnel, friends, family and neighbours. 

10.3 It is understood that the client will notify anyone with access to the home that the services of the pet service provider have been engaged.


11. Medication, Vaccinations & Immunisations 


11.1 The pet service provider will follow instructions to administer medications as directed but cannot be held responsible for complications that arise as a result.

11.2 Under no circumstances will the Bona-Fido service any pet that has any form of active contagious illness. 

11.3 We require a copy of a valid vaccination certificate.  

11.4 If the pet service provider is bitten or exposed to any disease or ailment received from the clients pet(s) which has not been properly or currently vaccinated, the client will be responsible for all costs and damages that may be incurred as a result.


12. Inclement Weather 


12.1 You will entrust the pet service provider to use best judgment in caring for your pet(s) and home at the time of inclement weather. The pet service provider will try to carry out your instructions to the best of their ability. However, in cases of extreme weather, we will contact you with alternative arrangements. 


13. Pet Waste


13.1 The pet service provider will properly dispose of your pet(s) waste. We do request however, that you provide plastic bags for this purpose and indicate where you would like these waste bags disposed of.


14. Collars & Leads 


14.1 Please provide secure collars with appropriate tags for all visits. All dogs will be walked on leads at all times, unless prior written consent has been given and that we are confident with your dog's recall.


15. Fences & Cat Flaps 


15.1 The pet service provider does not accept any responsibility or liability for any clients animals that escape or become lost or injured, fatal or otherwise, when instructed to leave the clients animals in a fenced area. 

15.2 This includes electronic, wood, metal or any other type of fence, or in a premises that contains an unlocked cat flap. 


16. House Cleanliness 


16.1 The pet service provider will clean up after your pets to the best of their ability. Please inform them of the designated area for the appropriate cleaning supplies. 

16.2 The pet service provider is not responsible for carpet/ flooring stains created by your pet(s). 

16.3 We request that you provide plastic bags, towels, cleaning products, paper towels and bin bags. 

16.4 If there are accidents above and beyond the normal amount anticipated, we will charge a reasonable fee for clean up time.


17. Household Emergencies 


17.1 Details of shut off points for services into the property are to be provided on the Home Information Sheet. 

17.2 In the event of a household emergency, your emergency contact will be contacted to arrange any remedial work. 


18. Thermostats 


18.1 Please leave your thermostat settings within a normal comfortable range. 

18.2 If the house temperature is outside of this range, the pet service provider will adjust the thermostat to ensure the health and comfort of your pet(s).


19. Accompanying Visitors 


19.1 A sitter may wish to have either a companion or spouse accompany them on an assignment at no additional costs to the client. 

19.2 This must be agreed with the client, and the companion/spouse will have been vetted by the pet service provider and will be subjected to all necessary checks.


20. Changes To Return Date 


20.1 Bona-Fido carefully schedules time to serve you and our other clients, therefore, there are no refunds or credits for early returns or last minute changes to pet care. 

20.2 In the event that the client is delayed on return, they must inform the pet service provider immediately, and the pet service provider will use its best endeavours to make alternative arrangements for continued cover, even when the original sitter is unable to continue with care following the assignment end date. 


21. Payment 


21.1 The pet service provider accepts cash, cheque, bank transfer, all major credit and debit cards and Paypal payments. 

21.2 For Dog Boarding and Pet Sitting bookings a 25% deposit of the total sum due is payable to the pet service provider at the time of booking. The remaining balance is due 7 days prior to the commencement date. 

21.3 For all other services, invoices will be issued weekly and payment is required by return. 

21.4 Where services are required long term, the client may make payment on a monthly basis. 

21.5 Where payment is not received in accordance with these terms and conditions of business, the company reserves the right not to proceed with any previously agreed arrangements, and a cancellation fee will be payable. 


22. Liability


22.1 Bona-Fido shall not be liable to the client or be deemed to be in breach of the contract by reason of any delay in performing, or any failure to perform, any of it’s obligations in relation to the services, if the delay or failure was due to any cause beyond the pet service provider’s reasonable control.