Terms and Conditions

Service Agreement – The Purr Hotel



The Client wishes to engage the Service Provider (Pooch and Purr ltd) in accordance with and subject to the terms and conditions of this Agreement. By paying a deposit, all clients agree to the following:


1. Services


1.1.  The Client accepts that the Service Provider are not qualified groomers and therefore may not be able to carry out grooming as instructed for reasons including, but not limited to, lack of experience, lack of appropriate equipment, unwillingness of the cat to be groomed


1.2. In the event of extreme weather which may have an adverse effect on the Client’s cat e.g. heat or thunder storms, the Service Provider shall in their sole discretion take whatever action they consider necessary, including not carrying out scheduled exercise until it is, in their opinion, safe to do so.


1.3. In the event that the Client cannot collect their cat, the Client must provide in writing the details of a designated person in their stead. The cat will not be released unless valid I.D is provided by the designated person.


2. Arrival, Departure and Public Opening Hours


2.1. A late check out fee will apply if a client fails to check out their cat(s) before 11am if late check-out has not been arranged.


2.2. A drop off and pick up service can be arranged at the discretion of the Service Provider. The Client agrees to pay any charges for this service.


2.3. In the event of any delay in the Client checking out their cat(s), notification must be given at the earliest opportunity and the cat may need to be crated if another client’s cat(s) is due for check in and the room needs to be prepared.


2.4. Check in is between 3.30pm – 5pm, and check out is between 9am – 10.30am. Early check in and late check out can be arranged if availability allows, and is subject to an additional half day charge for each.


2.5. The Service Provider will respond to any enquiries and messages re The Client’s cat(s) within their opening hours, unless there is an emergency and the Client needs to be kept updated.


2.6. The Service Provider reserves the right to refuse any extensions of the services.


3. Client’s Obligations


3.1. The Client agrees that the information provided to the Service Provider is true to the best of their information, knowledge and belief.


3.2. The Client must ensure that their cats have up-to-date vaccinations or titre tests. The Service Provider reserves the right to refuse any cat without proof of vaccination.


3.3. The Client will be responsible for all medical expenses and damages resulting from any injury from cats of the same household being boarded together.


3.4  Any delay in the provision of Services resulting from the Client’s failure or delay in complying with any of the provisions in this Clause 3 shall not be the responsibility or fault of the Service Provider.


4. Bookings, Fees and Payments


4.1. A booking shall not be confirmed until a deposit payment has been made in accordance with the price quoted.


4.2. The Service Provider will charge the Client for the Services as quoted to them (the “Fees”) and the Client agrees to pay the Service Provider the remaining Fees no later than two months before the boarding start date.


4.3. The Client agrees to pay a 50% non-refundable deposit no later than one working day after receiving a booking acknowledgement email. Failure to pay the deposit in this time means the booking dates requested are released and are available for other persons to book.


4.4. The Client is responsible for any veterinary bills whilst cats are in the care of the Service Provider, unless the Service Provider can be shown to be negligent.


4.5. The Client agrees to reimburse the Service Provider for any additional fees for providing emergency care, as well as any expenses incurred for, without limitation: transportation, food or supplies on proof of valid receipts.


4.6. The Client shall pay the Service Provider for all fees, expenses and charges incurred up to the date of termination of this Agreement without prejudice to Clause 5, Clause 8 and Clause 12.


4.7. Without prejudice to Clause 9, the Client will not receive any refunds if returning early to collect their cats. The full Fees must be paid.


5. Cancellations and Termination of Services


5.1. In the event of the Client cancelling the Services within two months of the boarding start date, 100% of the total Fees is non-refundable.


5.2. In the event of the Service Provider cancelling or otherwise not being able to provide the Services the Service Provider shall:

  • 5.2.1.      refund any monies paid under this Agreement for the Services; and
  • 5.2.2.      provide notice as soon as it is reasonably possible.


5.3.  This Agreement can be terminated by the Service Provider with immediate effect if any information has been omitted that will affect the services provided. This includes, but is not limited to, a cat’s aggression issues, pregnancy in a female cat(s) and flea infested cats.


6. Medicines


6.1. It shall be the sole responsibility of the Client to ensure the Service Provider is fully aware of any health issues the cat is experiencing, or has suffered in the past. The Service Provider cannot be held liable for any omissions which result in problems or complications.


6.2. The Service Provider shall follow instruction given on the Medication Permission Sheet, but cannot be held liable for any complications which may arise.


6.3. In the event of a cat having a contagious illness or disease which has not been disclosed, the Client will be liable for any costs of treatment given to other animals which become infected and any other costs as a result of becoming infected.


7. Indemnity and liability


7.1. The Service Provider shall not be liable for any loss or damage suffered by the Client resulting from the Client’s failure to follow any instructions given by the Service Provider.


7.2.  Whilst the Service Provider will make every effort to ensure the safety of the cat and ensure that the cat is well looked after in the Client’s absence, the Service Provider cannot be held liable for any loss, illness or injury of any cat whilst in the Service Provider’s care, nor for any death of a cat unless the Service Provider can be shown to be negligent.


7.3. The Client agrees to the Service Provider providing all cats with cat food that the Service Provider deems appropriate for each cat’s needs. The Client can choose to provide their own food, whether for personal preference or due to cat(s) requiring a veterinary prescribed diet.


7.4. The Client, if providing their own food, must provide all food necessary for the duration of the services. The Client agrees to reimburse the Service Provider for any additional fees for the purchase of food supplies on proof of a valid receipt.


7.5. The Client provides a raw diet for their cat(s) at their own risk. The Service Provider is not held responsible from any issues arising from following instructions to feed the Client’s cat(s) a raw diet.


7.6. If the cat is taken sick or injured the Service Provider shall follow the procedure set out in the Vet Release Form that the Client has signed.


8. Aggressive or unsocial animals


8.1. Should any cat become aggressive or dangerous, the Service Provider shall, in their sole discretion, take whatever action they consider necessary in the best interest of the animal, other animals or people which may be encountered. This may, without limitation, include:

  • 8.1.1.            a refusal to offer the Services and immediate termination of this Agreement;
  • 8.1.2.           limiting services offered to protect the Service Provider from harm


8.2. Any fees and costs incurred in taking action pursuant to clause 8.1 shall be directly chargeable to and recoverable from the Client.


8.3. The Service Provider shall not be liable to the Client for any refund of Fees where the Client has not specified the behaviour and characteristics of the cat in the Client Information Sheet and the Service Provider terminates this Agreement pursuant to clause 8.1.1.


9. Force Majeure


9.1. Neither party shall be liable in damages or have the right to terminate this Agreement for any delay or default in performing its obligations under this Agreement caused by conditions beyond its control including but not limited to acts of God, war, strikes, fires, floods, governmental restrictions or power failures.


9.2. The Party (the “Affected Party”) prevented from carrying out its obligations shall give notice to the other Party of an Event of Force Majeure upon it being foreseen by, or becoming known to, the Affected Party.


10. Data Protection


10.1. All data will be processed and stored in accordance with the General Data Protection Regulation (GDPR).  Pooch and Purr ltd are registered with the ICO.


10.2. The Client acknowledges they can request a copy of the Service Providers Privacy Policy, which is also available to view on the Service Provider’s website.


11. Entire Agreement


11.1. This Agreement, along with the Client Information Sheet and Veterinary Release Form constitute the sole and entire agreement between the Parties, and supersedes all prior agreements, representations and understandings of the Parties written or verbal.


11.2. Any changes to this agreement are available on the Service Provider’s website, and by using the Service Provider’s services the Client agrees to these changes.


11.3. The Service Provider will notify the Client of any changes to this Agreement in accordance with Clause 12.


12. Notices


12.1. Any notice required to be served under this Agreement shall be in writing and shall be served by hand, text message or electronic mail.


12.2. Notices shall be deemed served:

  • 12.2.1. upon delivery, when delivered by hand,
  • 12.2.2. upon accepting delivery by signed receipt post/courier, when delivered by using a ‘signed for upon delivery’ postal service or courier.
  • 12.2.3. immediately following transmission, if by electronic mail/text message provided the sender does not receive a non-delivery message.


13. Governing Law and Jurisdiction


13.1. This Agreement, its formation and any contractual disputes or claims shall be governed by and in accordance with Scottish Law and shall be subject to the exclusive jurisdiction of the courts of Scotland.


13.2. Any Forbearance, tolerance or delay in either party enforcing its contractual or legal rights shall not prejudice, restrict or prevent the right of the injured party to enforce its rights at a later date or later breach.