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.