Merchant Policies

Cancellations & Rescheduling

• More than 48 hours’ notice: Booking can be fully rescheduled or credited to the client account with zero penalty.
• 24–48 hours’ notice: A mandatory 50% short-notice administration fee applies.
• Less than 24 hours’ notice: Charged at the full 100% standard booking rate. This includes last-minute schedule changes, including family members being home.

Thank you for respecting and protecting the dedicated, professional time slots of your local independent specialist.

Payment

• All pop-in services must be paid in advance via Stripe.
• Bookings are provisional until payment is processed through the secure Stripe gateway.

Refunds & Stripe Fees

• Stripe processing fees, approx. 1.5% + 20p, are non-refundable.
• Approved refunds are issued to the original payment method.
• Please allow 5–10 working days for funds to appear.
• Refunds may be subject to a small administrative deduction to cover non-refundable payment processing costs.

Travel Surcharges

• Pre-paid travel fees for visits outside the 5-mile radius are non-refundable if cancelled within the 24-hour window.

Emergency Veterinary Care

• In an emergency, the client authorises Anne’s Pet Care Service to seek veterinary care.
• All costs incurred are the owner’s responsibility.

Liability

• Anne’s Pet Care Service is fully insured by Protectivity.
• Liability is limited to the terms of that policy.

Disputes

• By ticking “Agree” at checkout, clients acknowledge the 24-hour cancellation window.
• Fraudulent chargebacks for late-cancelled services will be contested using the signed digital agreement.

Privacy Policy: Anne’s Pet Care Service

Last Updated: 6th April, 2026

1. Who We Are

Anne’s Pet Care Service is a solo pet sitting service based in Belper, Derbyshire. For the purposes of Data Protection, Anne Cunningham is the “Data Controller.” You can contact us at anne@annespetcareservice.co.uk

2. What Data We Collect

We collect only the information necessary to provide safe and professional care for your pets:

• Contact Details: Name, address, phone number, and email.
• Pet Information: Health records, vet details, and behavioural notes.
• Access Information: Key safe codes or key collection notes.
• Payment Data: Handled securely by Stripe. We do not see or store your full credit card numbers.

3. How We Use Your Data

We use your information specifically to:

• Perform the “pop-in” services you have booked.
• Contact you in the event of a pet emergency.
• Invoice you and process payments via Stripe.
• Comply with our Protectivity insurance requirements (e.g., keeping a record of who we visited and when).

4. How Long We Keep Your Data

• Active Clients: We keep your data as long as you are a client.
• Inactive Clients: To comply with UK tax and insurance laws, we keep booking and invoice records for 6 years. After this, digital and physical records are securely deleted or shredded.

5. Who We Share Data With

We do not sell your data. We only share information with:

• Stripe: To process your payments.
• Emergency Vets: Only if your pet requires urgent care while you are away.
• Insurance Providers: Only if a claim is made (via Protectivity).

6. Your Rights

Under UK GDPR, you have the right to see the data we hold about you, request corrections, or ask us to delete your data (subject to our legal requirements for tax and insurance record-keeping).

7. Security

We take your security seriously. Keys are stored in a locked cabinet without address tags. Digital data is stored on password-protected devices.

Subject to these terms, we offer refunds on the purchase of goods but not on the provision of services. Our returns period lasts for 14 days after you receive any item. If 14 days have gone by since delivery of your purchase, unfortunately, we can’t offer you a refund.

To be eligible to return an item for a refund, it must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase.

Where items have been made or personalised for you, they are non-refundable unless defective. Please be sure to confirm all items prior to purchasing.

If you need to return an item, send us an email at our contact email address on this website and we will provide you with the address to return your items. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

When you are returning items, you should consider using a trackable shipping service or purchasing shipping insurance. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, other than for a faulty item, the cost of return shipping will be deducted from your refund.