1.Scope of Services

Cat, Poultry & Small Animal Care

Cat, Poultry & Small Animal Care Services provide tailored care, companionship, and welfare support within the animal's usual home environment. Services may include feeding, provision of fresh water, litter tray or enclosure maintenance, basic health and welfare monitoring, medication administration where agreed, and appropriate enrichment activities, in accordance with the owner's instructions and the individual needs of the animal.

Whilst every reasonable effort will be made to ensure the health, safety, and wellbeing of animals receiving care, Rain & Winds cannot be held responsible for illness, injury, loss, death, or escape arising from circumstances beyond its reasonable control. 

2. Bookings & Payments

Regular Weekly Bookings

Regular weekly bookings are invoiced monthly in advance. Payment must be received prior to the commencement of the service period. Services will not proceed where payment has not been received.

A minimum of one week's notice is required for cancellations or amendments to regular bookings.

Cancellations made with less than one week's notice are non-refundable.

Ad-Hoc or Irregular Bookings

Where services are booked for a fixed period (for example, one week or occasional pet care visits), a non-refundable deposit may be required at the time of booking. This will be discussed with the client when arrangements are made.

Dates will not be secured without payment of the agreed deposit. Full payment is required one week before the first scheduled visit.

For short-notice bookings (within one week prior to the first scheduled visit), full payment is required before services commence.

3. Discounts & Promotions

From time to time, Rain & Winds may offer discounts, promotions, introductory offers, referral incentives, loyalty rewards, or other special pricing arrangements at its discretion.

All discounts and promotional offers are subject to availability, may be withdrawn or amended at any time, and cannot be combined unless expressly stated otherwise.

Discounts and promotional rates have no cash value, are non-transferable, and do not create an entitlement to future discounted services.

Rain & Winds reserves the right to determine eligibility for any discount, promotion, or special offer.

4. Cancellations & Changes

Regular Weekly Bookings

A minimum of one week's notice is required for changes or cancellations.

Where at least one week's notice is provided, sessions will be credited or refunded.

Ad-Hoc or Irregular Bookings

Cancellations made within one week of the first scheduled visit are non-refundable. Any booking made within this period is considered a short-notice booking and may require payment in advance.

As availability has been specifically reserved, cancellations of short-notice bookings are not normally eligible for a refund or credit. Any exceptions will be considered at the discretion of Rain & Winds.

5. Service Times & Scheduling

Whilst every effort will be made to provide services at the preferred times requested by the client, Rain & Winds cannot guarantee exact visit times unless otherwise stated.

Service times may vary due to factors including traffic, weather conditions, animal welfare requirements, emergencies, veterinary visits, road closures, client requests, illness, staffing arrangements, and other circumstances beyond reasonable control.

Clients are booking a service within an agreed time period rather than a guaranteed appointment time. Rain & Winds reserves the right to reasonably adjust schedules as required to ensure the safe and efficient delivery of services.

Where a significant change to the expected service time is anticipated, reasonable efforts will be made to notify the client as soon as practicable.

6. Animal Health

The client confirms that all animals receiving services are fit, healthy, and free from any known contagious or infectious disease unless disclosed in advance.

The client agrees to notify Rain & Winds immediately of any illness, injury, suspected infectious disease, parasite infestation, or veterinary advice that may affect the safe provision of services.

Rain & Winds reserves the right to refuse, suspend, or modify services where an animal's health may pose a risk to itself, other animals, or the service provider.

7. Veterinary Treatment

Veterinary treatment is governed by the signed Accident & Emergency and Veterinary Release Policy. The owner confirms consent has been provided authorising Rain & Winds to seek emergency veterinary treatment where required.

8. Property & Access

The owner confirms that the property is secure and safe for access.

Rain & Winds is not responsible for:

• Pre-existing property damage
• Security faults
• Loss resulting from faulty locks, doors, windows or access systems

The owner is responsible for ensuring that keys, access codes and entry instructions provided are accurate and functional.

In the unlikely event that a key, fob, or access device is lost due to negligence, liability shall be limited to the reasonable cost of replacing the lost item.

9. Animal Behaviour, Risk & Liability

The client is responsible for providing accurate and complete information regarding their pet's temperament, behaviour, medical conditions, history of aggression, anxiety, escape behaviours, or any other characteristic that may affect the safe provision of services.

Whilst every reasonable care will be taken to ensure the safety and wellbeing of all animals in my care, animals can behave unpredictably and no service can eliminate all inherent risks associated with animal care, home visits, or interactions with people, animals, wildlife, and the environment.

The client acknowledges and accepts these inherent risks and agrees that Rain & Winds shall not be held liable for injury, illness, loss, death, escape, damage, or veterinary expenses arising from circumstances beyond reasonable control, except where caused by proven negligence.

Rain & Winds reserves the right to refuse, modify, suspend, or terminate any service immediately if an animal displays behaviour that poses a risk to itself, other animals, property, or the service provider, or if information provided by the client is found to be inaccurate, incomplete, or misleading.

The client remains financially responsible for any loss, injury, damage, or costs caused by their animal to people, animals, property, or equipment whilst receiving services, except where such loss or damage results directly from proven negligence on the part of Rain & Winds.

10. CCTV & Security Devices

Clients should notify Rain & Winds of any CCTV systems, video doorbells, pet cameras, or other recording devices operating at the property.

The use of such devices for security and pet monitoring purposes is accepted; however, Rain & Winds reserves the right to refuse or discontinue services where recording arrangements are considered inappropriate or compromise the safe and professional delivery of services.

11. Suspension & Termination of Services

Either party may terminate ongoing services by providing a minimum of one week's written notice, unless otherwise agreed.

Rain & Winds reserves the right to suspend, refuse, or terminate services immediately and without notice where:

• An animal displays behaviour that poses a risk to itself, other animals, property, or the service provider.
• Information provided by the client is inaccurate, incomplete, or misleading.
• The client breaches these Terms & Conditions.
• Required payments remain outstanding.
• Access to the property cannot be safely obtained.
• The service provider is subjected to threatening, abusive, aggressive, discriminatory, intimidating or inappropriate behaviour by a client, member of the household, visitor, neighbour or any other person connected with the provision of services.
• Circumstances arise that prevent services from being provided safely, legally, or professionally.

In the event that services are terminated, the client remains responsible for payment of any services already provided and any outstanding fees owed up to the date of termination.

Rain & Winds reserves the right to terminate services for business, operational, welfare, health, safety, or personal reasons. Where practical, reasonable notice will be provided.

Termination of services by either party shall not affect any rights, obligations, liabilities, or payments accrued prior to the termination date.

Where reasonably practicable, the client will be notified as soon as possible of any suspension or modification to services.

12. Circumstances Beyond Control

Rain & Winds shall not be liable for failure to perform services due to circumstances beyond reasonable control, including but not limited to extreme weather, road closures, illness, emergency, or government restriction.

Every effort will be made to reschedule the session where possible. Where this is not feasible, credits may be offered at the discretion of Rain & Winds.

13. Photographs & Media Consent

From time to time, photographs and videos may be taken during the provision of services for welfare records, client updates, training purposes, insurance requirements, or promotional and marketing activities.

No identifying personal information, such as addresses, contact details, or surnames, will be shared without the client's express permission.

Clients may choose whether or not they consent to photographs or videos of their pet(s) being used on the Rain & Winds website, social media platforms, printed materials, or other marketing content.

Photographs and videos taken for welfare, record-keeping, insurance, or service-related purposes may be retained regardless of marketing consent.

Clients may withdraw marketing consent at any time by providing written notice. Withdrawal of consent will apply to future use of photographs and videos and will not require the removal of material already published or distributed prior to the withdrawal of consent.