Book now

Terms & Conditions

Welcome to Pet Sitting by Sophie. Below you will find the terms, guidelines, and expectations to ensure a safe, smooth, and enjoyable experience for both you and your cat. By submitting a booking request, completing a booking confirmation, or making a deposit/payment to Pet Sitting by Sophie, the Client explicitly agrees to and accepts all clauses of these Terms & Conditions.

Last Updated: October 8, 2026

1. Scope of Services

1.1. Pet Sitting Services: The Service Provider agrees to provide professional in-home cat sitting services as selected and agreed upon in the booking confirmation.

1.2. Intake Form Requirement: Prior to the start of any booking, the Client must complete and submit the official Service Intake Form. The details provided in this form form an integral part of this Agreement.

2. Client Obligations & Home Access

2.1. Accurate Information & Routine: The Client must provide complete, accurate, and up-to-date instructions regarding the cat’s daily routine, feeding schedule, dietary restrictions, medical conditions, and behavioral traits.

2.2. Key Transfer & Access:

A primary set of tested working keys must be provided during the initial Meet & Greet.
If additional key collection or return trips are required outside the initial Meet & Greet, a key transfer fee of €10 – €15 per trip will apply.
Keys stored with the Service Provider between bookings are kept securely in an unlabelled key lockbox.

2.3. Third-Party Access: To ensure property security and avoid pet distress, the Client must explicitly disclose if any third party (e.g., cleaners, contractors, maintenance personnel, friends, or family) will have access to the premises during the service period. The Service Provider is not liable for any issues arising from unauthorized or unannounced third-party presence.

2.4. Home Preparation & Supplies: The Client agrees to provide adequate food, litter, trash bags, paper towels, and cleaning products for the entire duration of the booking. If supplies run out, the Service Provider will purchase necessary items, and the Client will be billed for the cost of supplies plus a €15 handling fee.

3. Booking, Payment & Cancellation Policy

3.1. Booking Confirmation: Bookings are confirmed only upon receipt of the deposit or full payment as specified in the invoice/booking portal.

3.2. Cancellation Charges:

14+ days prior to start date: Full refund (minus any non-refundable payment processing fees).
7–13 days prior to start date: 50% of the total booking fee is retained.
Less than 7 days prior to start date: 100% of the total booking fee is non-refundable.

3.3. Early Return / Unused Days: No refunds or credits are issued for early returns or unused service days once the booking period has commenced.

Cancellation Policy

4. Veterinary Care & Emergency Medical Authorization

4.1. Emergency Authorization: In the event of a medical emergency or sudden health deterioration, the Client grants the Service Provider full authorization to seek immediate veterinary care from the Client’s designated veterinarian or the nearest available emergency animal hospital.

4.2. Medical Expenses: All veterinary fees, medical costs, transportation, and emergency handling expenses incurred are the sole financial responsibility of the Client and must be reimbursed within 7 days of invoice issuance.

4.3. Emergency Contact Person: The Client must supply contact details for a local emergency contact person who is authorized to make decisions regarding the pet and property if the Client is unreachable.

5. Limitation of Liability & Property Safety

5.1. Home Security: The Client is responsible for securing windows, doors, balconies, and potential hazards before departure. The Service Provider is not liable for free-roaming cats with outdoor access or escape incidents resulting from structural defects/unsecured access points.

5.2. Surveillance & Privacy: The Client must disclose the presence of indoor security cameras or recording devices. Recording devices in private areas (such as guest bedrooms or bathrooms) are strictly prohibited.

5.3. Accidents & Pre-existing Damage: The Service Provider is not liable for property damage or accidents caused by pets (e.g., scratching, vomiting, soilage) despite reasonable care and diligence.

6. Communication & Business Hours

6.1. Standard client communication takes place between 09:00 and 19:00 CET.

6.2. Messages received outside standard business hours will be reviewed and answered on the following business day, except in active emergencies during an ongoing booking.

7. Governing Law

This Agreement shall be governed by and construed in accordance with the laws of The Netherlands. Any disputes arising under or in connection with these Terms & Conditions shall be subject to the exclusive jurisdiction of the competent courts in The Netherlands.