Terms & Conditions
These terms set out how we work together. By booking a service or placing an order with Luxe Pawlace you agree to them.
About these terms
These terms apply to all pet care bookings and boutique orders with Luxe Pawlace, Watford, Hertfordshire. Questions can be sent to hello@luxepawlace.com or 07480 265559. We may update these terms; the version on this page at the time of your booking or order applies.
Bookings and meet & greet
Every new client begins with a free, no obligation meet and greet so we can meet your pets, agree routines and collect keys and care instructions. A booking is confirmed only once we have replied in writing by email, WhatsApp or text. Dates are held on a first come, first served basis.
Your responsibilities
Please provide accurate care instructions, up to date vaccination and flea and worming treatment, sufficient food, litter and medication for the booking, safe access to your home, and the contact details of your vet and an emergency key holder. Please tell us about any behavioural or health issue before the booking begins.
Health, welfare and emergencies
Your pet's welfare comes first. If your pet appears unwell we will contact you as soon as possible; if we cannot reach you and treatment is urgent we will take your pet to your registered vet, or the nearest available vet, and you remain responsible for all veterinary fees.
Cancellations
Please give as much notice as possible. Cancellations made more than 7 days before the start of a booking are free of charge. Inside 7 days we may charge for visits already reserved. If we ever have to cancel we will tell you immediately and help you arrange alternative care.
Orders and pricing
Boutique prices, delivery charges and stock levels are confirmed at the point of order. Prices include VAT where applicable. We reserve the right to correct obvious pricing errors before an order is dispatched. Online payment is not yet enabled; orders placed through this website are treated as an enquiry until we confirm them.
Delivery and returns
Delivery timescales are confirmed with your order. Unused items in their original packaging may be returned within 14 days of delivery for a refund of the item price, in line with the Consumer Contracts Regulations. For hygiene reasons, opened food, treats, litter and grooming items cannot be returned unless faulty. Faulty or incorrect items are replaced or refunded in full.
Keys and access
Keys are labelled by code rather than address, stored securely, and returned at the end of a booking or held for future visits at your written request. We will not give keys or access details to anyone else without your permission.
Insurance and liability
Luxe Pawlace holds pet care business insurance. We take great care in your home, but we are not liable for pre-existing faults, illness or behaviour unrelated to our visits, or loss and damage outside our reasonable control. Nothing in these terms limits liability for death or personal injury caused by negligence.
Privacy
Personal information is handled as described in our Privacy Policy.
Governing law
These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.