Terms and Conditions

2.1 Service Description

Maau Maau provides professional cat sitting and pet care services including:

• In-home cat sitting and monitoring
• Feeding and providing fresh water
• Litter box maintenance
• Playtime and companionship
• Basic grooming (brushing, if requested)
• Administration of medication (if required and agreed upon)
• Daily photo updates to Pet Owners
• Emergency care coordination

2.2 Professional Standards

All our Cat Sitters are:

• DBS checked (where legally required)
• Trained in cat care and behavior
• Insured through our comprehensive pet care insurance
• Committed to providing professional, reliable service

2.3 Service Limitations

We specialize exclusively in cat care. We do not provide services for other pets unless specifically agreed upon in writing.

3.1 Age Requirements

You must be at least 18 years old to use our Services.

3.2 Legal Compliance

By using our Services, you certify that:

• You are the legal owner or authorized caretaker of the cat(s)
• Your cat(s) are vaccinated as required by law
• You will comply with all applicable laws and regulations
• You have the right to enter into this agreement

3.3 Cat Sitter Requirements

All Maau Maau cat sitters must:

• Have the legal right to work in the UK (verified through right to work checks)
• Pass enhanced DBS checks where legally required
• Complete our professional cat care training program
• Maintain valid professional indemnity insurance
• Comply with all applicable employment and immigration laws

3.4 Cat Requirements

Your cat(s) must:

• Be in good health (or any health conditions disclosed)
• Be properly vaccinated according to UK veterinary standards
• Not pose a danger to our Cat Sitters or other animals
• Be suitable for the specific Services requested

4.1 Booking Process

• All bookings must be made through our official channels (website, phone, or app)
• A meet-and-greet consultation is required before first-time bookings
• Services are confirmed only upon receipt of payment and signed service agreement

4.2 Service Agreement

Each booking includes:

• Specific dates and times of service
• Detailed care instructions for your cat(s)
• Emergency contact information
• Veterinary contact details
• House access arrangements

4.3 Access to Property

You must provide secure, legal access to your property. You are responsible for any costs associated with lockouts or access issues.

5.1 Service Fees

• All fees are clearly displayed on our website and confirmed before booking
• Prices include VAT where applicable
• Additional services (medication administration, extra visits) may incur additional charges

5.2 Payment Terms

• Payment is required in full at the time of booking
• We accept major credit/debit cards and bank transfers
• All prices are in British Pounds (GBP)

5.3 Late Fees

If you fail to collect your cat(s) at the agreed time, additional charges will apply at our standard daily rate.

6.1 Changes to Existing Bookings

Changes to confirmed bookings (such as additional visits, medication requirements, or service modifications) must be requested at least 24 hours in advance and are subject to availability. Additional charges may apply for:

• Extra visits or extended service periods
• New medication administration requirements
• Changes requiring additional Cat Sitter training or preparation
• Last-minute changes requiring schedule adjustments

6.2 Cancellation by Pet Owner

• More than 48 hours before service: Full refund minus 10% administrative fee
• 24-48 hours before service: 50% refund
• Less than 24 hours or no-show: No refund unless exceptional circumstances (medical emergencies, family bereavement, or other circumstances at our discretion)

6.3 Cancellation by Maau Maau

If we must cancel due to emergencies or unforeseen circumstances:

• Full refund of all fees paid
• Best efforts to arrange alternative care provider
• No liability for consequential damages

6.4 Weather and Force Majeure

In cases of severe weather or force majeure events, modified cancellation terms may apply at our discretion.

7.1 Accurate Information

You must provide:

• Complete and accurate information about your cat's health, behavior, and needs
• Current veterinary contact information
• Clear care instructions
• Emergency contact details

7.2 Health and Safety

• Ensure your cat is healthy at the start of service
• Disclose any behavioral issues, medical conditions, or special needs
• Provide all necessary supplies (food, litter, medications)
• Ensure your property is safe for our Cat Sitters

7.3 Communication

• Respond promptly to communications from Maau Maau
• Inform us immediately of any changes to contact information
• Be available for emergency situations

8.1 Medical Emergencies

In the event of a medical emergency:

• We will immediately contact you and your designated emergency contact
• If you cannot be reached, we are authorized to seek appropriate veterinary care
• You are responsible for all veterinary costs incurred
• We will use our best judgment to act in your cat's best interests

8.2 Property Emergencies

In case of property-related emergencies (break-ins, flooding, etc.), we will:

• Ensure your cat's safety as the first priority
• Contact you and appropriate authorities
• Document the situation with photos where appropriate

8.3 Authorization

By using our Services, you authorize Maau Maau to:

• Make emergency decisions regarding your cat's welfare
• Transport your cat to veterinary facilities if necessary
• Share relevant information with veterinary professionals

9.1 Our Insurance Coverage

Maau Maau maintains comprehensive insurance including:

• Public liability insurance (£2 million)
• Professional indemnity insurance
• Key holder insurance

9.2 Limitation of Liability

Our liability is limited to:

• Direct costs actually incurred
• Maximum liability of £1,000 per incident unless due to our gross negligence
• We are not liable for pre-existing health conditions or behavioral issues

9.3 Pet Owner Insurance

We strongly recommend you maintain appropriate pet insurance to cover veterinary costs and third-party liability.

9.4 Exclusions

We are not liable for:

• Pre-existing health conditions
• Property damage caused by your cat
• Losses arising from your failure to provide accurate information
• Circumstances beyond our reasonable control

10.1 Information We Collect

• Contact and booking information
• Pet health and care details
• Photos and videos for service updates
• Payment information (processed by third-party providers)

10.2 Use of Information

Your information is used only for:

• Providing our Services
• Communication regarding your booking
• Emergency situations
• Legal compliance

11.1 Content Ownership

All photos, videos, and content created during our Services remain our property but may be shared with you for personal use.

11.2 Marketing Use

You consent to our use of non-identifying photos and testimonials for marketing purposes unless you specifically opt out.

12.1 Termination by Pet Owner

You may terminate our Services at any time with appropriate notice according to our cancellation policy.

12.2 Termination by Maau Maau

We reserve the right to terminate Services if:

• Terms and Conditions are breached
• Payment is not received
• Safety of our staff or other animals is at risk
• False information is provided

13.1 Complaint Process

• Contact us within 48 hours of any concern
• We will investigate and respond within 5 business days
• Formal complaints should be submitted in writing

13.2 Resolution

We are committed to resolving all disputes fairly and may offer:

• Service credits
• Partial refunds
• Additional services at no charge

15.1 Entire Agreement

These Terms constitute the entire agreement between you and Maau Maau regarding our Services.

15.2 Severability

If any provision is found unenforceable, the remaining provisions remain in full effect.

15.3 Assignment

You may not assign your rights under these Terms. We may assign our rights with reasonable notice.

15.4 Waiver

Our failure to enforce any provision does not constitute a waiver of our right to enforce it later.