Home › Terms of Service
Terms of Service
Last updated: November 2026
About us
These terms apply to pet sitting services provided by Paws & Quarters, a pet sitting service based in London, United Kingdom, operated by Katarina and James. Contact: hello@pawsandquarters.co.uk.
Enquiries and booking
Submitting an enquiry via our contact form does not constitute a confirmed booking. A sit is confirmed only once we have agreed terms in writing (email or message) and your deposit has been received.
Deposit and payment
A 30% deposit confirms your booking. The balance is due 14 days before the sit starts. If you book less than 14 days before the sit, the full amount is due when you book.
By paying the deposit, you accept these terms.
Our services
We provide in-home pet sitting, meaning we stay in your home while you are away. We hold pet business insurance with Protectivity, including public liability cover of £1,000,000 for any one occurrence. The specific scope of each sit (including dates, pets and any special requirements) will be agreed with you individually prior to confirmation.
Your responsibilities
- You must provide accurate information about your pet(s), including any medical conditions, dietary requirements, or behavioural considerations.
- You must ensure your pet is up to date with any legally required vaccinations and treatments.
- You must provide a safe, well-maintained home environment for the duration of the sit.
- You must provide emergency contact details and a nominated vet.
Cancellation
Once you've booked, we keep your dates free and turn down other sits, so cancellation charges depend on how much notice you give.
- Within 14 days of booking: you have a legal right to cancel and get a full refund, as long as the sit hasn't started.
- 29 days or more before the sit starts: we keep the deposit, and nothing more is owed.
- 8 to 28 days before the sit starts: 50% of the total price.
- 7 days or less before the sit starts: 100% of the total price.
Sits starting within 14 days of booking. We'll ask you to confirm in writing that you'd like the sit to go ahead during your cooling-off period. If you then cancel after the sit has started, you pay for the nights up to the day you tell us. Once the sit is complete, the right to cancel no longer applies.
To cancel, tell us in writing by email or WhatsApp. We use the date we receive your message.
If we fill your dates. If you cancel and we're able to fill your dates with another sit, we'll refund what you've paid for those nights, minus the deposit.
Changing your dates. You can move your booking once at no charge if you ask at least 28 days before the sit starts and we're free on the new dates. After that, a change of dates is treated as a cancellation of the original booking.
Coming home early. We don't refund unused nights if you return early.
If we cancel. If we ever have to cancel, you'll get a full refund of everything you've paid.
Your travel insurance may cover these charges if you have to cancel your trip for a reason your policy covers, so it's worth checking.
Liability
Our insurance is described under Our services. We cannot accept liability for pre-existing health conditions in pets, or for any damage caused by pets acting outside their normal behaviour that could not reasonably have been anticipated or prevented.
Reviews and testimonials
All testimonials displayed on this website are from genuine clients of Paws & Quarters. In accordance with the Digital Markets, Competition and Consumers Act 2025, we take reasonable steps to verify that reviews are authentic and from real customers. No testimonials have been incentivised or paid for.
Intellectual property
All content on this website (including text, design and imagery) is the property of Paws & Quarters unless otherwise stated. Reproduction without written permission is prohibited.
Governing law
These terms are governed by the laws of England and Wales.
Changes to these terms
We may update these terms from time to time. Any changes will be reflected by an updated date at the top of this page.