BLUE HARBOUR PET CARE
Service Policy
A simple guide to how bookings, visits, updates, property access, pet care responsibilities, and cancellations work at Blue Harbour Pet Care.
Booking window
Please book by 8pm the evening before. Same-day bookings are not available.
Visit timing
Visit times are confirmed after booking and may vary slightly depending on route, existing bookings, and availability.
Meet & greet
All new clients are welcome to book a free meet & greet so everyone feels comfortable before care begins.
Photo updates
You’ll receive a photo update after each visit, along with a short note on how things went.
Recurring clients
Regular weekly clients receive priority access to preferred time slots where possible.
Cancellations
Where possible, please cancel or reschedule by 6pm the day before. Late cancellations may still be charged.
Medication visits
Medication support is only offered where it has been discussed in advance, clear owner instructions have been provided, and the task is safe and appropriate to carry out.
Invoices
Invoices are generally issued weekly after visits have taken place.
Weekends & public holidays
Weekend visits attract a +15% surcharge. Public holiday visits attract a +20% surcharge.
Property access
Clients must provide accurate keys, codes, alarm details, and access instructions. Missed visits caused by lockouts, incorrect access details, or faulty entry systems may still be charged.
Pet health & behaviour
Clients must disclose any medical conditions, behavioural concerns, special care requirements, or known risks before the first visit. This includes anxiety, escape tendencies, aggression, or recent illness.
Veterinary emergencies
If a pet becomes ill or injured during a visit, Blue Harbour Pet Care may seek veterinary attention where reasonably necessary. All veterinary costs remain the responsibility of the pet owner. Reasonable efforts will be made to contact the owner first.
Pet safety & escape
Blue Harbour Pet Care takes reasonable care when entering, leaving, and caring for pets in the home. Clients remain responsible for ensuring doors, windows, gates, balconies, and enclosures are secure and suitable for their pet.
Animals can be unpredictable
While every visit is carried out with care and attention, animals may behave unpredictably. Blue Harbour Pet Care is not liable for illness, injury, escape, loss, or death of a pet except to the extent caused by a failure to exercise reasonable care.
Home environment
Blue Harbour Pet Care is not responsible for issues arising from hazards within the home or property, including unsafe balconies, unsecured windows, toxic plants, accessible food, or other environmental risks outside our control.
Pet-caused damage
Blue Harbour Pet Care is not responsible for damage caused by a client’s pet to household items, furniture, flooring, or other property during the booking period.
By booking a service
By proceeding with a booking, clients confirm that the information they provide about their pet, home, and care needs is accurate and complete, and agree to this Service Policy together with the Blue Harbour Pet Care Terms & Conditions and Privacy Policy.