Booking terms

Clear plans for happy pets

Requests and confirmation

An online booking is a request until Ellie reviews and approves it. Dates, service details and prices are confirmed in your account. A weekly request is managed as a series, and Ellie can approve, reschedule, decline or cancel its eligible visits together.

Payment

You may pay by Stripe when enabled or directly to Ellie. Stripe payment links appear only after approval. A payment is not recorded as paid until Stripe confirms it or Ellie records a direct payment.

Changes, cancellation and refunds

Current business details are supplied in your booking correspondence and secure account.

Unpaid upcoming requests can be cancelled in your account. Please message Ellie about paid bookings, late changes or emergencies so any refund and care implications can be handled safely. An appointment is not cancelled merely because a card checkout was abandoned.

Care information

You are responsible for keeping access instructions, behavioural information, medication details, emergency contacts and vet information accurate. Tell Ellie promptly about illness, contagious conditions or a material change in behaviour.

Emergencies

Ellie will make reasonable efforts to contact you or your emergency contact. When urgent action is needed for animal welfare, you authorise contact with the named vet or an appropriate emergency vet. Responsibility for veterinary charges remains with the pet owner unless otherwise agreed.