Privacy Policy can be found here
Services
At Home Pet Care provides home visitation, home boarding, walking and related services to Clients in return for an agreed fee. Services may include:
Care of Your Pets
An in person Discovery Visit will be booked at your home (where possible) ahead of any new Client onboarding. This will allow At Home Pet Care to meet your pet(s) and go through any routines or requirements you or your pets may have. This visit is free of charge.
Should the Client wish to procure services from At Home Pet Care, a Client Registration Form must be completed, which lists medication, feeding and other routines/ requirements.
You must inform At Home Pet Care of any medication your pet is taking and the dosage required at each visit. Failure to do so remains the responsibility of the Client. At Home Pet Care cannot accept responsibility for your pet’s reaction to medication administered as directed.
Any changes to the information provided in the Client Registration Form should be advised to At Home Pet Care by the Client before the visits commence, including any changes to medication (see below) and/ or feeding routines.
If any pet shows signs of illness or injury when At Home Pet Care carries out a pet visit or walk, we will assess the situation and act on your behalf. This may include an emergency visit to the vet as listed on the Client Registration Form, or we may contact you to obtain your advice on how to proceed. All costs associated with caring for medical intervention must be met by the Client.
At Home Pet Care cannot accept liability for illness that comes on during the booking period or for the unlikely event of the death of a pet. Pets may show no symptoms of a medical condition and become ill or pass away without warning. We will advise you of your pet passing away as soon as we are able, which may be whilst you are still away from home, unless you advise us not to do this on the Client Registration Form.
If you want us to take your dog for a walk or exercise your dog in your garden, your dog must have a collar with the name and address of the owner on it (or on a plate or badge attached to it) available for us to put on the dog - this is as per UK law. Without this the dog will not be let out or taken for a walk and you will be informed that this is the case but you may still be charged for the visit/ walk.
If your cat is permitted to go outside while you are away, whether this is by manually letting them out by At Home Pet Care or the cat independently using a cat flap, then At Home Pet Care cannot be held responsible if your cat goes missing. We will contact you during the second visit if we have not seen your cat by then.
The client is also expected to provide enough food for all pets for all visits. If additional food is required and has to be purchased by At Home Pet Care, the Client will be advised of the cost, plus a 50% administration fee, which will be invoiced to the Client.
In the event of a flea or worm infestation, At Home Pet Care will contact the Client on how they wish to proceed. At Home Pet Care reserve the right to refuse a visit if the infestation is not dealt with appropriately.
Clients are advised to inform their insurance company and any other appropriate parties that they are employing the services of At Home Pet Care.
Returning Home
Clients are asked to contact At Home Pet Care within 1 hour of returning home to let us know that your pets are back in your care. If we do not hear from you we will attempt to contact you to confirm that you have returned. If we cannot reach you we reserve the right to visit your pet at extra cost to you to ensure their welfare at a time aligned with previous agreed visits. If you are delayed, please contact us as soon as you are able.
Keys
At Home Pet Care will request one key to each area of the Client’s property where the pets are kept in order to be able to provide the agreed services to your pets.
Keys will be kept by At Home Pet Care until the Client asks At Home Pet Care to return them to the Client, at which time the best way to return the keys will be agreed between both parties.
Keys are labelled by number only and do not show the Client’s address for security purposes. Keys are kept in a secure location when not in use and are kept securely in hand/ on person when in use.
Bookings and Payment
Bookings can be made in person, or via phone, email or social media.
After the booking is confirmed, a deposit of 50% of the total fee is required within 48 hours of confirmation or 24 hours before the booking commences, whichever is soonest. If payment is not received by this time, At Home Pet Care has the right to cancel the booking.
Payments can be by bank transfer or cash. Bank account details will be issued.
If you are having difficulties with payment for any reason, please contact us and we will endeavour to assist.
Amendments and Cancellations
Should the Client request an extension to a booking, they should contact At Home Pet Care any time before or during the confirmed booking. At Home Pet Care will consider all extensions and where availability allows will confirm the extension to the booking and the additional charge to the Client. The additional charge is due upon confirmation.
Should the Client request a shortening to a booking, the visits will be amended to suit the Client however the fee may be non-refundable.
Cancellation of booked services will be accepted if requested with at least 48 hours’ notice before the first visit is due (this means 9am for morning visits/ and 4pm for evening visits) and a full or partial refund of any fees already paid will be given. Cancellations after this time will mean no refund is due.
Photos and Videos
At Home Pet Care appreciate that Clients want to ensure the safety and security of their pet and home and are aware that cameras may be present at the Client’s home for monitoring purposes.
At Home Pet Care may take video recordings at the Client’s home to evidence or demonstrate the status of a pet or the home should the need arise. This is for the safety and security of the Client, their pets and At Home Pet Care personnel e.g. to show symptoms to a vet.
At Home Pet Care may take pictures of your pet for business purposes, including for website and social media marketing. Any images taken will remain the copyright of At Home Pet Care but may be shared with the Client upon request and with agreement of At Home Pet Care. We will obtain your permission to do this.
Privacy Policy (GDPR)
As a commitment towards the privacy of our Clients and website visitors, At Home Pet Care have put in place, for all to see, a Privacy Policy in accordance with the General Data Protection Regulation (GDPR) European Law 25 May 2018 as detailed below.
General Aspects
All data that we receive and store from our Clients or visitors to our website (hereby referred to as ‘you’) is done so for the sole purpose of helping you with the specific enquiry you made. Under no circumstances will we pass your data on to a third party. If you require any clarification, please contact us at athome.petcare@outlook.com to ask for assistance.
Information we collect
When completing the Enquiry Form, we ask you to provide the following information, that can be related directly to you:
When registering/ making a booking, we ask you to provide the following information, that can be related directly to you:
We also ask for information about your pets and home, including:
How we use your information
Your information is used by At Home Pet Care for record and accounting purposes only and we will only collect and hold information that is necessary to provide care to your pets and your home and deliver agreed services.
Your personal data security
Any data you pass onto us which is personal to you and can directly identify you, such as your name, email address, phone number etc will be dealt with as securely as possible.
Whenever we ask for personal data from you, we will do this digitally via our website, email, or social media meaning that your personal data is kept on devices that are password protected and used solely by At Home Pet Care.
No hard copies of information are kept by At Home Pet Care.
Client emergency contact details are only used in an emergency.
All data collected is confidential and will not be shared, sold or distributed with any third party, or used for advertising or marketing purposes. The only exception to data sharing is when the need arises to discuss treatment with veterinary professionals or with other agencies for the welfare of your pets.
Your Right to be Forgotten
At Home Pet Care will keep your personal information and any data for as long as is necessary to continue providing you and your pet(s) with a service.
If you wish to have your data removed, or should you wish to be forgotten by us, as you no longer use our services, you may ask us to delete or remove it. This is in line with the GDPR ‘right to be forgotten’ and we will comply within the EU specified one-month period.
If you would like us to forget you by removing all personal data we hold about you, please contact us athome.petcare@outlook.com or on 07307 896245. You will be sent an email reply to confirm when this has been done.
Website
This website is operated by At Home Pet Care. We are committed to protecting and preserving the privacy of our visitors when visiting our site or communicating electronically with us.
This Policy sets out how we process any personal data we collect from you or that you provide to us through our website or other digital channels found on our website. We confirm that we will keep your information secure and that we will comply fully with all applicable UK Data Protection legislation and regulations.
Information we may collect from you via our website
We may collect and store personal information about individuals who visit and use our website if they supply us with details about themselves by filling in our contact form. The information you give us may include your name, address, email address and phone number. We will use this information for record keeping and accounting purposes.
Regarding each of your visits to our website, we may automatically collect technical information such as an anonymised version of your Internet Protocol (IP) address, browser type and version, operating system and platform.
We may also collect information about your visit, including what pages you visit, how long you are on the site, how you got to the site (including date and time); page response times, and what you click on.
At Home Pet Care does not share any website visitor data or information with any third parties for marketing purposes.
Cookies
Our website uses cookies to distinguish you from other users of our website. This helps us to provide you with a good experience when you browse our website and also allows us to improve our site.
Essential cookies enable core functionality such as security, verification of identity and network management, these cookies can’t be disabled. Other cookie settings can be managed from the Settings option on the cookies banner.
Third Party Links
Our site may, from time to time, contain links to and from other third-party websites. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.
We use GoDaddy to power our website, we also use Facebook and WhatsApp social media platforms who have their own privacy policies.
Changes to this privacy policy
At Home Pet Care reserves the right to change this Privacy Policy as we may deem necessary from time to time or as may be required by law. Any changes will be immediately posted on the website and you are deemed to have accepted the terms of the Privacy Policy on your first use of the website following the alterations.