Terms & Conditions - The Pet Van

Terms and Conditions


All clients will be deemed to have read & accepted THE PET VANS terms and conditions (as laid out here) by signing a contract during consultation.

THE PET VAN will not confirm any booking until a consultation has been carried out with the client, the Pet(s) in question and the contract, with full details of client requirements, has been signed by the client.

 Payment for services will be discussed at time of consultation to arrange best option for you.

The client must provide all items necessary for pets to be adequately cared for in the client’s absence. (i.e. food, medication, leads, tags, collars, cat litter etc). Tags are a legal requirement, failure to wear a tag can result in a maximum £5,000 fine.

Should pets require any additional supplies whilst in the care of THE PET VAN, these will be purchased and added to the bill.

 A Spare key is required for each household to gain access to your pet. If for any reason we can not access the property (i.e: Key left in back of door, Pet not in the property) full charges for service will apply and not be transferred.

The client must provide THE PET VAN with the name and contact number of someone capable of making a decision relating to the pet(s) in an emergency. If the contact is not available THE PET VAN reserves the right to consult with a veterinary surgeon and then make a decision which is in the best interests of the animal.

The client is responsible for any veterinary bills, no matter how they are incurred, whilst pets are in the care of THE PET VAN.

THE PET VAN must be alerted to any behavioural problems with the client’s pet(s) at the time of booking. Failure to do so may result in additional charges or cancellation of any future contract.

Although THE PET VAN holds Public Liability insurance, wherever possible pets should be insured by the client.  THE PET VAN reserves the right to refuse a booking for any animal which is not insured.

THE PET VAN will care for your animal as you would, and whilst we will make every effort to ensure your pet is well looked after in absence, THE PET VAN cannot be held liable for any loss, injury or death to a pet either inside or outside of the home whilst in our care.

This website is owned and operated by THE PET VAN Your use of this website is subject to the following terms and conditions. By using or downloading any materials from this site you agree to these terms and conditions. If you do not agree to these conditions, you must not use this website. The pet van may revise this legal notice at any time by updating this posting. You should check the website from time to time to review the then current legal notice, because it is binding on you. Certain provisions of this legal notice may be superseded by expressly designated legal notices or terms located on particular pages at the website.

Conditions of use

Whilst every effort has been made to ensure the accuracy of information on this website, no guarantee (express or implied) is given and The pet van does not warrant the accuracy or completeness of the information contained within this website. Products described herein may be changed or updated without notice. The material on the website may be out of date, and The pet van makes no commitment to update such material. It must not be taken as establishing any contractual or other commitment binding on us or any of our group subsidiaries.

The Pet van reserves the right to make changes to this website, or to the products and information described in it, at any time without notice.

The material on the Website is provided “as is”, without any conditions, warranties or other terms of any kind. Accordingly, to the maximum extent permitted by law, The pet van provides you with the website on the basis that the pet van excludes all representations, warranties, conditions and other terms (including, without limitation, the conditions implied by law of satisfactory quality, fitness for purpose and the use of reasonable care and skill) which, but for this legal notice, might have effect in relation to the website.

No authority is given (impliedly or expressly) by The pet van to link to or to frame any of the content that appears on this website or to use a representation of any of The Pet Vans names, logos, trademarks or brand names contained on this website. The Pet Van reserves the right to prohibit links to its homepage.

This website contains links to other websites that The Pet Van has no control over. Links to any third party websites on the website are provided solely for your convenience. Consequently, The Pet Van assumes no responsibility for the content of these sites and will not be liable for any claims by third parties for any damage or injury arising from reliance on the information on these websites. If you use these links, you leave the website. The Pet Van has not reviewed all of these third party websites and does not control and is not responsible for these websites or their content or availability. The Pet Van, therefore, does not endorse or make any representations about them, or any material found there, or any results that may be obtained from using them. If you decide to access any of the third party websites linked to the website, you do so entirely at your own risk.

Listing and linking should not be taken as an endorsement of any kind. We cannot guarantee that these links will work all of the time and we have no control over the availability of these websites and will not be liable for any third party claim in respect of these sites.

Copyright and trade marks

Where not otherwise prohibited, you are permitted to print and/or download a single copy of extracts from the website only for your own non-commercial use. Unless otherwise expressly stated, no permission to copy, reproduce, modify or download this site (or any part of it) is given other than as set out in the first sentence of this paragraph. Materials on the website are copyrighted and protected by worldwide copyright laws. All trademarks used on this site belong to The Pet Van. All rights relating to such trademarks, copyright and any other intellectual property rights are reserved for The Pet Van or the person contributing the relevant materials. If you breach any of the terms of this legal notice, your permission to use the website automatically terminates and you must immediately destroy any downloaded or printed extracts from the website. Subject to the first sentence of this paragraph, no part of this website may be reproduced or stored in any other website without prior written permission from The Pet Van.

Visitor and information

Other than personally identifiable information, which is covered under our Privacy Policy.

You are prohibited from transmitting to the website any material:

for which you have not obtained all necessary licences and/or approvals; or which constitutes conduct that would be considered a criminal offence, give rise to civil liability, or otherwise be contrary to the law of or infringe the rights of any third party, in any country in the world; or which is technically harmful (including, without limitation, corrupted data or other malicious software or harmful data).

You may not misuse the website (including, without limitation, by hacking). The Pet Van shall fully co-operate with any law enforcement authorities or court order requesting or directing The Pet van to disclose the identity or locate anyone posting any material in breach of this section 4.

Dog Walking

1.Cancellations – for cancellations of continuously weekly walks minimum of 14 days notice is required. For cancellations of 1 or 2 walks within a month THE PET VAN require 7 days notice. If the required notice is not given charges will be applied in full for the cancelled period.

1a. Any changes or swapping of days to your regular walks THE PET VAN  would need a minimum of 7 days notice (with our Discretion).

 All dogs being exercised must be fully vaccinated (kennel cough included) and on a regular flea and worm control regime.

  1. All dogs will undergo a 3 weeks trial period to ensure that they are adequately trained and socialised. If not additional services and charges will be arranged.

3a. THE PET VAN  reserves the right to cancel the contract at any time & with immediate effect if the dog does not respond well to the walker and/or other dogs

  1. Although THE PET VAN consider your work / time schedule THE PET VAN can not guarantee a specific time as to when your Dog will be collected / dropped off.
  2. All dogs may be exercised in a group and off lead unless prior agreement has been reached with THE PET VAN. (Solo/on Lead walks – extra charges may apply)
  3. The walker will apply personal judgment and cut short any walk, if necessary, because of extreme weather conditions (ie, heat, snow, thunder storms) for the safety of both the dogs and the walker.

6a. In the case of predicted extreme heat dogs will be walked very early morning or late afternoon when temperatures have cooled.

  1. If dog(s) require a quick towelling off after walks towels must be provided and left by the door, or we can supply a towel if discussed prior.


New delivery charges with immediate effect, all our deliveries are tracked and sent by DPD with a 1hour time slot sent on the day of delivery. Please allow up to 5 working days to receive your order, we will contact you via phone/email with delays.
If you require a pallet delivery please call us on 01964 631987 anytime between 8am -8pm or email us at info@thepetvan.co.uk

Refunds & Returns Policy

Full refunds will be given less 20% restocking charge, if item is sent back in original packaging and not damaged within 14 days, and at your cost, unless written permission has been given by ourselves. Returns will be accepted if sent back in original packaging and not damaged, but there is also a restocking charge of 20% on all returns and no refund will be given for delivery costs.


While The pet van endeavours to ensure that the website is normally available 24 hours a day, The Pet van shall not be liable if for any reason the website is unavailable at any time or for any period. Access to the website may be suspended temporarily and without notice in the case of system failure, maintenance or repair or for reasons beyond The pet van’s control.


The pet van, any other party (whether or not involved in creating, producing, maintaining or delivering the website), and any of The pet vans, directors, employees, shareholders or agents of any of them, exclude all liability and responsibility for any amount or kind of loss or damage that may result to you or a third party (including without limitation, any direct, indirect, punitive or consequential loss or damages, or any loss of income, profits, goodwill, data, contracts, use of money, or loss or damages arising from or connected in any way to business interruption, and whether in tort (including without limitation negligence), contract or otherwise)in connection with the website in any way or in connection with the use, inability to use or the results of use of the website, any websites linked to the website or the material on such websites, including but not limited to loss or damage due to viruses that may infect your computer equipment, software, data or other property on account of your access to, or browsing the website or your downloading of any material from the website or any websites linked to the website.

Applicable law

This website is controlled and operated by The Pet Van in the United Kingdom. Use of this website, downloads from it and the operation of these terms and conditions shall be governed in accordance with the laws of England & Wales and the English courts shall have exclusive jurisdiction over any dispute concerning your use of this website.