The Cat Lady Terms & Conditions - Feb '26

THE CAT LADY BOOKING, CANCELLATION AND SERVICE AGREEMENTS
Updated 24.02.2026

WELCOME
Welcome to The Cat Lady Teesside family.
It is a privilege to be trusted with your cats and your home. The information below explains how we work, what you can expect from us, and what we need from you to provide safe, consistent, and loving care.
By creating an account and booking services, you agree to the terms below.

GETTING STARTED
All new clients are required to complete their Online Client Portal and book a consultation charged at our 30 minute visit rate.
If you move home or welcome additional cats, another meeting may be necessary to review their needs.

PRICES AND PAYMENT
Prices are reviewed annually, usually on 1 January. Peak surcharges may apply during busy periods.
Full payment is due 7 days before your booking begins.
We accept card payments via our secure portal or bank transfer.
Services cannot begin without payment.
We will always communicate price changes clearly.

CANCELLATIONS
Standard bookings:
More than 7 days notice: full credit refundable on request
Two to 7 days notice: 50 percent charge, remainder credited
Less than 48 hours notice: full charge
Bookings between 18 December and 1 January:
More than 7 days notice: 50 percent charge
Within 7 days: full charge
No refunds or credits are given for early returns during an active booking
Credits are valid for 12 months

MINIMUM CARE REQUIREMENTS
At least one visit per day is required
Kittens under 8 months require two visits per day
Visits take place within your chosen time window. Arrival times cannot be guaranteed
Visit durations may vary slightly depending on the day’s schedule and your cat’s needs
During busy periods, visits may be slightly adjusted but care standards are never compromised

YOUR ONLINE PROFILE
Keep your online profile updated with health conditions, medication instructions, behaviour notes, alarm codes, emergency contacts, and changes to access
Handwritten notes in the home are helpful but not a substitute for updating your profile

KEYS AND ACCESS
Two working keys are required unless you have an approved lockbox
We securely retain keys between bookings
Keys are coded and never labelled with your address
You agree to provide safe and clear access to your property
If entry is not possible due to faulty locks or access issues, locksmith or call-out costs are the client’s responsibility
From 1 July 2025, services cannot be provided without key retention or lockbox access

EMERGENCY CONTACT
Your emergency contact must have a key, live within reasonable distance, and be able to make decisions regarding your cat
If you cannot be reached, we will act in your cat’s best interest

VETERINARY AND MEDICAL CARE
We may seek veterinary advice or treatment if necessary
We will always try to contact you first
All veterinary costs remain your responsibility
One vet visit up to two hours is included; additional time charged at standard hourly rate
We cannot care for cats with undisclosed contagious illness
If medication is refused, we may contact your emergency contact or vet

DELAYED RETURNS
Notify us immediately if travel is delayed
Additional visits will be charged and must be settled within 72 hours
If you cannot be reached and no emergency contact is available, alternative care may be arranged at your expense

SHARING ACCESS
We do not job share with friends, family, or other pet care businesses
Visits will not continue if non-professional individuals are present
Professional services such as cleaners must be declared in advance
We cannot accept liability for loss, damage, or disruption caused by others accessing the property

HOME CONDITION AND SUPPLIES
Your home should be safe, clean, and accessible
Provide sufficient food, litter, and cleaning supplies
We tidy after your cats but are not responsible for permanent damage
Excessive cleaning may incur an additional fee

OUTDOOR ACCESS
We recommend cats remain indoors during your absence
We are not responsible for injury or loss from outdoor access or escape
Any known escape behaviour must be disclosed at consultation

SAFETY AND DISCLOSURE
You must disclose aggression history, biting or scratching behaviour, health risks, and property hazards
Undisclosed risks may make you liable for injuries
We reserve the right to terminate services if a cat poses a safety risk

CCTV
Any CCTV or recording devices must be disclosed before services begin
Footage of our team must remain private and used only for personal security

HEATING AND UTILITIES
Leave your home at a safe temperature between 15 and 22 degrees Celsius
Hot water should not be turned off
We may adjust heating if temperatures are unsafe

UNFORESEEN CIRCUMSTANCES
In rare situations beyond our control, delays may occur
We will always prioritise your cat’s welfare and communicate promptly

EMERGENCY PURCHASES
If urgent supplies are needed, we will purchase them and provide receipts
You will be charged for the items purchased and the time equivalent to an additional 30 minute visit
Payment is due within 72 hours of your return

DAMAGE AND LIABILITY
We are not responsible for damage caused by your cat or pre-existing property issues
If we accidentally damage something, report within 12 hours with evidence and a repair estimate within 30 days
Verified claims will be reimbursed within 14 days
We hold Public Liability and Care, Custody, and Control insurance
Our liability is limited to the value of services for that booking
We are not liable for indirect or consequential losses

DATA PROTECTION
We comply with UK data protection law
Your personal details, alarm codes, and keys are stored securely and accessed only by authorised staff

TERMINATION OF SERVICES
We may refuse or terminate services if a cat endangers staff, the home environment is unsafe, payment terms are not met, or this agreement is breached
Alternative arrangements may be made at your expense if necessary

USE OF IMAGES
We may share photos of your cat for promotional purposes
If you prefer we do not, notify us in writing and we will respect your wishes

THANK YOU
Thank you for trusting The Cat Lady Teesside
We promise to care for your cats with kindness, professionalism, and the same love we give our own

COPYRIGHT NOTICE
This agreement, including all wording, structure, and policies, is the intellectual property of The Cat Lady Teesside
It may not be copied, reproduced, adapted, or distributed in whole or part for commercial use without prior written permission
© The Cat Lady 2026. All rights reserved