Terms and Conditions
These terms and conditions apply to all services provided by Viv's Pet Care Services, operated by Vivianne Johnson, Hethersett, Norfolk. By making a booking with Viv's Pet Care Services you are agreeing to the following terms and conditions in full. Please read them carefully before making your booking. By completing the online booking form you confirm that you have read, understood and agreed to these terms and conditions in their entirety. These terms were last updated in April 2026.
General Terms
1. Viv's Pet Care Services is operated by Vivianne Johnson as a sole trader based in Hethersett, Norfolk.
2. All bookings are subject to a free no obligation meet and greet prior to the first booking being confirmed. Viv's Pet Care Services reserves the right to decline any booking where it is felt that the service is not suitable for the pet or the circumstances involved.
3. All pets must be up to date with their vaccinations, flea treatments and worming treatments. By making a booking you confirm that this is the case.
4. All pets must be wearing a collar with an identity tag at all times when in the care of Viv's Pet Care Services as required by the Control of Dogs Order 1992.
5. Viv's Pet Care Services reserves the right to seek emergency veterinary treatment for any pet in its care if deemed necessary. All veterinary costs incurred will be the responsibility of the pet owner.
6. By making a booking you confirm that you are the legal owner of the pet or have the authority of the legal owner to make the booking.
7. Viv's Pet Care Services holds full public liability insurance and a current DBS certificate. Details are available on request.
8. Viv's Pet Care Services operates as a non-smoking service. No smoking will take place in the presence of any animal or within any client property.
Cancellation Policy
Standard Services — Dog Walking, Pet Visits and Overnight Stays
1. Cancellations made more than 48 hours before the scheduled booking will receive a full 100 percent refund.
2. Cancellations made between 24 and 48 hours before the scheduled booking will receive a 50 percent refund.
3. Cancellations made less than 24 hours before the scheduled booking will receive no refund.
4. All cancellations must be made by telephone or email to [email protected]. Cancellations via social media will not be accepted.
Wedding Services
1. Wedding bookings require full payment at the time of booking via card.
2. Cancellations made more than 7 days before the wedding date will receive a full refund minus £100 which is retained as a non refundable booking fee to cover preparation costs and loss of the date.
3. Cancellations made within 7 days of the wedding date will receive no refund whatsoever.
4. Viv's Pet Care Services strongly recommends that clients take out wedding insurance to cover the cost of cancellation in the event of unforeseen circumstances.
Dog Walking
1. All dogs will be walked on a lead at all times unless the owner has specifically provided written consent for the dog to be walked off lead and Viv's Pet Care Services is satisfied that it is safe and appropriate to do so.
2. Viv's Pet Care Services will walk a maximum of two dogs at any one time and only from the same household.
3. Dogs must be in good health at the time of the walk. If a dog appears unwell the walk may be cancelled or cut short at the discretion of Viv's Pet Care Services.
4. Viv's Pet Care Services accepts no liability for any injury, illness or loss suffered by a dog during a walk that is caused by the actions of the dog itself, another animal or a third party.
5. All dog waste will be picked up and disposed of responsibly during every walk.
Pet Visits
1. Pet visits are carried out at the client's home. A set of keys must be provided to Viv's Pet Care Services prior to the first visit. Keys will be held securely and returned upon request.
2. Viv's Pet Care Services will take all reasonable care of the client's property during visits. Any accidental damage must be reported to the client as soon as possible.
3. Viv's Pet Care Services accepts no liability for any pre-existing damage to the client's property or for any damage caused by the pet itself.
4. A photo update will be sent to the client after every visit to confirm the pet has been checked on and is well.
Overnight Stays
1. Overnight stays are carried out at the client's home. Full access to the property must be provided including keys, alarm codes and any other access information required.
2. All access information provided will be treated as strictly confidential and will not be shared with any third party.
3. Viv's Pet Care Services will take all reasonable care of the client's property and belongings during overnight stays.
4. Viv's Pet Care Services accepts no liability for any pre-existing damage to the client's property or for any damage caused by the pet itself during the overnight stay.
5. The client must ensure that adequate food, medication and supplies for the pet are available at the property for the duration of the stay.
6. Viv's Pet Care Services reserves the right to contact the client at any time during an overnight stay if there is cause for concern regarding the pet or the property.
Wedding Services
1. The wedding dog chaperone service is provided by Vivianne Johnson of Viv's Pet Care Services in partnership with Samantha George of Centre Paws Pet Spa.
2. A complimentary pre-wedding consultation will be arranged prior to the wedding date. It is the responsibility of the client to ensure that their dog is suitable for attendance at a wedding venue. Viv's Pet Care Services reserves the right to withdraw from a booking if at the consultation stage it is felt that the dog's temperament makes attendance at the wedding unsuitable or unsafe. In this event a full refund will be provided.
3. Viv's Pet Care Services and Samantha George of Centre Paws Pet Spa accept no liability whatsoever for any injury, loss or damage caused by the dog to any person, animal, property or item of clothing at or during the wedding event. This includes but is not limited to jumping up at guests, scratching, biting, soiling, chewing, knocking over decorations, damaging furniture or any other behaviour displayed by the dog. The dog owner accepts full and sole legal responsibility for the actions and behaviour of their dog at all times during the wedding day regardless of whether the dog is in the physical care of Viv's Pet Care Services at the time of the incident.
4. Viv's Pet Care Services strongly recommends that all clients ensure their dog is covered by appropriate pet insurance that includes third party liability cover prior to the wedding date. Viv's Pet Care Services accepts no liability for any costs arising from third party claims made as a result of the dog's behaviour at the wedding.
5. Viv's Pet Care Services and Samantha George of Centre Paws Pet Spa accept no liability for any allergic reactions, injuries or distress caused to any wedding guest by the presence of the dog at the wedding venue. It is the sole responsibility of the client to inform their wedding venue, photographer, caterers and guests of the dog's attendance and any known behavioural traits.
6. In the event that the dog becomes distressed, unwell or poses a risk to itself or others during the wedding day, Viv's Pet Care Services reserves the right to remove the dog from the venue immediately and transport them to a safe location. The client will be notified as soon as practically possible. No refund will be issued in these circumstances.
7. Viv's Pet Care Services and Samantha George of Centre Paws Pet Spa accept no responsibility for any dissatisfaction with the grooming or pamper results if the dog's coat or skin condition prior to the appointment prevents the achievement of the desired result.
8. The client is responsible for ensuring their dog is comfortable and familiar with grooming procedures prior to the pamper session. Viv's Pet Care Services and Samantha George accept no liability for any stress or anxiety experienced by the dog during the grooming process.
9. Travel to wedding venues is included within approximately one hour of Hethersett, Norfolk. Venues beyond this distance may be subject to an additional travel supplement agreed in writing prior to the booking being confirmed.
Photography and Marketing
1. Viv's Pet Care Services may take photographs and short video clips of pets in its care during walks, pet visits, overnight stays and wedding services. These may include images of Vivianne Johnson or Samantha George interacting with the pet.
2. By making a booking with Viv's Pet Care Services you give your consent for any photographs or video clips taken of your pet during the provision of services to be used by Viv's Pet Care Services for marketing and promotional purposes. This includes but is not limited to use on the Viv's Pet Care Services website, social media accounts including Facebook and Instagram, printed marketing materials and any other promotional activity.
3. Photographs and video clips will never be sold to any third party and will only ever be used to promote Viv's Pet Care Services.
4. No photographs or video clips will identify the client's home address or contain any personal information about the client or their household.
5. If you do not wish your pet to be featured in any marketing materials you may opt out at any time by notifying Viv's Pet Care Services in writing at [email protected]. Any existing images will be removed upon receipt of a written opt out request.
6. Wedding photography taken during the chaperone service may be shared on social media and the Viv's Pet Care Services website as examples of the wedding dog chaperone service unless the client has submitted a written opt out request prior to the wedding date.
Force Majeure
1. Viv's Pet Care Services shall not be held liable for any failure or delay in providing a booked service that is caused by circumstances beyond its reasonable control. This includes but is not limited to extreme weather conditions, natural disasters, serious illness or injury of Vivianne Johnson or an immediate family member, bereavement, acts of God, government restrictions, transport disruption or any other event that could not reasonably have been anticipated or prevented.
2. In the event that Viv's Pet Care Services is unable to fulfil a booking due to force majeure circumstances, the client will be notified as soon as practically possible and a full refund will be issued for any services that could not be provided.
3. Viv's Pet Care Services will make every reasonable effort to arrange suitable alternative cover for any affected bookings and will notify the client immediately if alternative arrangements are available.
4. Force majeure events do not entitle the client to any additional compensation beyond a full refund of the booking fee paid.
Liability and Disclaimer
1. Viv's Pet Care Services takes the utmost care of every animal entrusted to its care. However Viv's Pet Care Services cannot be held liable for any loss, injury, illness or death of a pet that occurs as a result of the pet's own actions, the actions of another animal or person, or circumstances beyond the reasonable control of Viv's Pet Care Services.
2. Viv's Pet Care Services cannot be held liable for any loss or damage to the client's property that occurs as a result of the pet's own actions or circumstances beyond the reasonable control of Viv's Pet Care Services.
3. In the event of a genuine accident or incident caused directly by the negligence of Viv's Pet Care Services, liability will be limited to the value of the service booked.
4. Viv's Pet Care Services strongly recommends that all clients hold appropriate pet insurance for their animals.
5. These terms and conditions shall be governed by and construed in accordance with the laws of England and Wales.
Payment
1. Payment for all standard services is taken at the time of booking via card through the online booking system. If this is not possible, cash payments will be paid before the service commences, but this solution is to be agreed by Vivianne Johnson in advance.
2. Wedding packages require full payment at the time of booking.
3. Prices are as stated on the website at the time of booking. Viv's Pet Care Services reserves the right to amend prices at any time with reasonable notice provided to existing regular clients.
4. Any additional services agreed on the day will be invoiced separately following the booking.
Data Protection
1. Viv's Pet Care Services will collect and store personal information provided by clients for the sole purpose of managing bookings and providing the services requested.
2. Personal data will never be shared with any third party without the explicit consent of the client except where required by law.
3. Clients have the right to request access to, amendment of or deletion of their personal data at any time by contacting [email protected].
4. Viv's Pet Care Services complies with the UK General Data Protection Regulation.
Get in Touch
If you have any questions about these terms and conditions please do not hesitate to get in touch.
Email: [email protected]
Telephone: 07983 991346
Copyright 2025 Viv's Pet Care Services. All rights reserved.