Belle & Co. The Pet Nurse
Terms & Conditions
Last updated: September 2026
Welcome to Belle & Co. The Pet Nurse. These Terms & Conditions explain how our services work, including bookings, payments, cancellations, pet care, home stays and veterinary emergencies.
By booking a service with Belle & Co., you agree to these Terms & Conditions.
These Terms do not affect any statutory rights you have under UK consumer law.
1. Our Services
Belle & Co. provides individual pet care services tailored to the needs of each pet and owner.
Our services may include:
Solo dog walks
Walk & Train
1-to-1 dog training
Dog home stays
Cat home stays
Welfare checks and home visits
Pet sitting
Pet Nurse services
Nail clips
Anal gland expression
Hygiene trims
Nose-to-Tail Wellbeing Reviews
Wellbeing Records and Care Plans
Other services agreed with you in advance
Horses are not included within our services.
The service provided will be the service agreed at the time of booking.
2. Making a Booking
A booking is confirmed once the service, date and time have been agreed and any required payment or information has been received.
We may ask you to complete a pet information form, consent form or veterinary authorisation form before care begins.
We reserve the right to decline a booking where we reasonably believe that the service is not suitable for the pet or circumstances, or where safe care cannot be provided.
3. Information You Provide
To help us care safely for your pet, you must provide accurate and up-to-date information about them.
This includes, where relevant:
Medical conditions
Medication
Allergies
Dietary requirements
Behavioural concerns
Exercise restrictions
Previous incidents involving aggression or biting
Veterinary details
Emergency contact details
Insurance details
Microchip information.
Please tell us about any changes to your pet's health, behaviour or circumstances before their next booking.
4. Your Pet's Health and Welfare
Your pet's welfare is our priority.
We will take reasonable care of your pet during the agreed service and will consider their individual needs, age, health, fitness, behaviour and circumstances.
If we have concerns about your pet's health or welfare during a booking, we may contact you, your nominated emergency contact or your veterinary practice where appropriate.
Belle & Co. does not diagnose medical conditions.
Where veterinary attention appears necessary, our Emergency Veterinary Care provisions below will apply.
5. Medication
Where medication administration has been agreed as part of a service, you must provide clear and accurate instructions.
Medication should be supplied in its original packaging where possible and must be prescribed for the pet concerned.
You must provide:
The medication
The correct dosage
Frequency and timing
Administration instructions
Any relevant precautions or information.
We will follow the instructions provided to us.
We cannot accept responsibility for consequences resulting from inaccurate, incomplete or incorrect information supplied by the owner.
Medication administration is subject to the agreed service and any applicable professional or legal requirements.
6. Emergency Veterinary Care
During an agreed booking, Belle & Co. acts as your pet's temporary guardian for the purpose of safeguarding their health, welfare and wellbeing.
If we believe your pet requires veterinary attention, we will make reasonable attempts to contact you or your nominated emergency contact where circumstances allow.
However, if you cannot be contacted and waiting could result in suffering, deterioration or risk to your pet, you authorise Belle & Co. to seek veterinary advice and arrange appropriate veterinary care.
This may include:
Veterinary consultation
Examination
Diagnostic investigations
Medication
Treatment
Hospitalisation
Referral
Emergency treatment
Transport to a veterinary practice.
We will act reasonably and in the best interests of your pet in the circumstances.
Veterinary Costs
You remain responsible for all veterinary and associated costs incurred for your pet.
This includes consultation fees, diagnostic tests, medication, treatment, hospitalisation, referral, emergency treatment and veterinary transport.
Belle & Co. is not responsible for paying these costs on your behalf.
You must provide accurate veterinary, emergency contact and insurance information before care begins.
7. Veterinary Authorisation
For some services, particularly where you will be away from your pet, we may ask you to complete a separate Veterinary Authorisation Form.
This authorises Belle & Co. to communicate with your veterinary practice and seek or arrange veterinary care where reasonably necessary.
The veterinary surgeon remains responsible for professional clinical decisions.
8. Dog Walking
Dog walks are provided according to your dog's individual needs.
We will consider factors including:
Age
Fitness
Health
Behaviour
Temperament
Weather
Environmental conditions.
We may shorten, modify or cancel a walk where continuing would not be appropriate or safe for your dog.
9. Walk & Train
Walk & Train combines exercise with agreed training goals.
Training may include lead walking, focus, calm behaviour, recall and other agreed skills.
Training results cannot be guaranteed. Progress depends on the individual dog and consistency of training and management outside the sessions.
10. 1-to-1 Dog Training
1-to-1 training is tailored to your dog and your individual goals.
We provide practical training guidance and support, but cannot guarantee a particular behavioural outcome or timescale.
You remain responsible for continuing appropriate training and management between sessions.
11. Home Visits and Welfare Checks
Home visits may include feeding, fresh water, toilet breaks, companionship, enrichment, agreed medication and general wellbeing observation.
A welfare check is not a substitute for veterinary care.
If we identify a concern that appears to require veterinary attention, we will follow the Emergency Veterinary Care provisions in these Terms.
12. Home Stays
Home stays take place in your pet's own home.
Depending on the service booked, care may include:
Feeding
Fresh water
Toilet breaks
Appropriate walks
Companionship
Enrichment
Agreed medication
General wellbeing observation
Updates to you.
Your pet's normal routine should be provided before the stay so that we can maintain as much consistency as reasonably possible.
Unless specifically agreed otherwise, a home stay does not provide continuous 24-hour supervision.
13. Home Access and Keys
You are responsible for providing safe and reliable access to your property.
Keys, access codes and other security information must be accurate.
We will take reasonable care of keys provided to us.
Where possible, keys should not be labelled with your property address.
14. Pet Behaviour and Safety
You must tell us about any known behavioural or safety concerns, including:
Aggression
Biting
Resource guarding
Fear
Reactivity
Escape behaviour
Separation-related behaviour
Concerns around people or other animals.
We may stop or modify a service if continuing would present an unacceptable risk to your pet, another animal, you, us or another person.
15. Wellbeing Reviews and Records
Where included within your service or Care Plan, Belle & Co. may carry out a Nose-to-Tail Wellbeing Review.
This may include observations relating to:
Body condition
Eyes
Ears
Teeth
Skin and coat
Lumps or abnormalities
Mobility
Toileting
Behaviour
General wellbeing
Owner concerns
Existing illness
Current medication.
These observations are not a veterinary diagnosis.
They are intended to help identify changes that may be worth discussing with your veterinary practice.
Where included, you may receive a Belle & Co. Wellbeing Record containing relevant observations.
16. Photos and Updates
Where appropriate, we may send photographs or WhatsApp updates during a booking.
These are intended to keep you informed and reassured about your pet.
If an urgent concern arises, we will contact you directly rather than relying solely on a routine update.
17. Payment
All services are payable in advance, except:
Nail clips
Anal gland expression
Hygiene trims.
Payment details and prices will be confirmed at the time of booking.
A booking may not be considered confirmed until any required advance payment has been received.
18. Cancellation by You
Cancellation requests should be made in writing by WhatsApp, text message or email.
Our standard cancellation policy is:
Services other than Home Stays
48 hours or more notice:A full refund will normally be provided.
Less than 48 hours' notice:We will normally refund 50% of the booking fee and retain 50% to reflect the costs and potential loss associated with a late cancellation.
Home Stays
7 days or more notice:A full refund will normally be provided.
Less than 7 days' notice:We will normally refund 50% of the booking fee and retain 50%.
Once a Home Stay has started:If you choose to end the stay early, there will normally be no refund for unused nights.
However, these cancellation provisions are subject to your statutory consumer rights. Any cancellation charge or amount retained will be applied fairly and reasonably, taking into account the circumstances and any loss or costs actually incurred by Belle & Co.
Where we are able to re-book a cancelled service, this may be taken into account when determining any amount retained.
19. Your Statutory Cancellation Rights
Where UK consumer law gives you a statutory right to cancel, nothing in these Terms & Conditions is intended to remove or restrict that right.
For certain contracts made online or at a distance, consumers may have a 14-day cancellation period. There are specific rules where a customer asks for a service to begin during that period, so the position can depend on how and when the booking is made.
If you request that a service begins during any applicable cancellation period, we may ask you to expressly confirm this.
Where a service has been partially provided following your request for it to begin during the cancellation period, the law may allow a proportionate amount to be charged for the service already provided.
20. Changes to Bookings
We will do our best to accommodate requests to change a booking.
Changes are subject to availability and are only confirmed once agreed by Belle & Co.
A substantial change to a booking may need to be treated as a cancellation and new booking.
21. Cancellation by Belle & Co.
We may need to cancel or decline a booking where:
Your pet's welfare may be compromised;
There is a safety concern;
Important information has not been disclosed;
Your pet's behaviour presents an unacceptable risk;
The service is no longer suitable;
Required access or information has not been provided; or
Circumstances outside our reasonable control prevent us from providing the service.
Where a cancellation is necessary for reasons outside your control, we will deal with any refund due fairly and in accordance with applicable consumer law.
22. Insurance
Belle & Co. maintains business insurance appropriate to the services we provide.
You remain responsible for your own pet insurance.
Where veterinary treatment is required, you remain responsible for veterinary costs regardless of whether you subsequently make an insurance claim.
23. Liability
We will provide our services with reasonable care and skill.
You are responsible for providing accurate information about your pet and disclosing relevant health, behavioural and safety information.
Nothing in these Terms & Conditions excludes or limits any liability that cannot legally be excluded or limited.
Nothing in these Terms affects your statutory consumer rights.
24. Complaints
We want you and your pet to have a positive experience with Belle & Co.
If you have a concern or complaint, please contact us as soon as reasonably possible.
Where possible, complaints should be made in writing by email or WhatsApp so that we can properly consider the matter.
We will aim to respond fairly and reasonably.
25. Privacy
We collect and use information necessary to provide our services safely and effectively.
This may include:
Your contact details
Your address
Emergency contact information
Veterinary information
Pet health information
Insurance details
Booking information.
Personal information will be handled in accordance with applicable UK data protection legislation and our Privacy Policy.
26. Changes to These Terms
We may update these Terms & Conditions from time to time to reflect changes to our services, business practices or legal requirements.
The Terms applicable to your booking will normally be those in place when the booking is made, subject to any changes required by law.
27. Governing Law
These Terms & Conditions are governed by the laws of England and Wales.
Any dispute will be dealt with in accordance with applicable UK law.
28. Important Information
These Terms & Conditions are intended to explain how Belle & Co. operates and to provide clear information about our services.
They are not intended to remove or restrict any legal rights you have as a consumer.
Where there is a conflict between these Terms and a mandatory statutory consumer right, the statutory right will apply.
Belle & Co. The Pet Nurse
Trusted care. Individual attention.
If you have any questions about these Terms & Conditions or about a particular service, please contact Belle & Co. before making your booking. Here...