Legal & Privacy Policy

Last updated: 02/07/2026

These Terms & Conditions form the basis of the contract between Kent Reptile Care (“the Service Provider”) and the client (“the Client”). By making a booking, the Client agrees to these Terms.

1. Definitions
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Service Provider: Kent Reptile Care
Client: The person or entity booking services
Services: Reptile and exotic animal home visit care
Property: The Client’s premises where services are delivered
Booking: A confirmed agreement for Services following acceptance by the Service Provider
Emergency: Any situation posing immediate risk to animal welfare or safety

2. Formation of Contract
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A booking is confirmed only when accepted in writing by the Service Provider and any required payment or deposit has been received.

The Service Provider reserves the right to decline any booking at its discretion.

These Terms apply from the point of booking confirmation.

3. Services
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Services include reptile and exotic animal home visits within agreed service areas and may include feeding, water changes, temperature and humidity checks, spot cleaning, welfare checks, and handling where agreed in advance.

All care is provided based on information supplied by the Client. The Service Provider is not responsible for issues arising from incomplete or inaccurate instructions.

Handling will only be carried out where agreed in advance and deemed appropriate based on species, temperament, health, and conditions at the time of visit.

4. Species Suitability
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The Service Provider primarily cares for commonly kept non-venomous and non-dangerous reptile species.

Species requiring specialist licensing, elevated risk handling, or presenting safety concerns may be declined at the Service Provider’s discretion.

5. Client Responsibilities
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The Client is responsible for ensuring:

• Accurate care instructions are provided 
• Enclosures and equipment are safe and functioning 
• Heating, lighting, thermostats, and timers operate correctly 
• Adequate food, supplements, and supplies are available 
• Animals are legally owned and safe to handle under the agreed plan 
• All animals requiring care are declared before booking confirmation 

Additional animals not disclosed may incur extra charges or be refused.

The Service Provider may refuse or terminate service where conditions are unsafe or unsuitable.

6. Visit Scheduling
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Visit frequency is agreed prior to booking based on species needs and enclosure requirements.

The Service Provider may advise adjustments where the requested schedule is unsuitable for welfare reasons.

7. Veterinary Care and Emergencies
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The Service Provider will attempt to contact the Client in the event of illness, injury, or equipment failure.

If the Client cannot be reached and urgent action is required, the Service Provider is authorised to seek veterinary advice, arrange treatment, or take emergency action necessary to protect animal welfare.

All veterinary fees, transport costs, and treatment expenses remain the responsibility of the Client. Emergency transport charges may apply.

The Service Provider will always act in good faith and in the best interests of animal welfare.

8. Access to Property
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The Client must provide safe and reliable access to the Property.

The Service Provider is not liable for delays or failure to attend due to incorrect access information, faulty locks, malfunctioning electronic systems, or changes not communicated in advance.

Alarm instructions and access procedures must be accurate and provided prior to the first visit.

The Service Provider is not responsible for loss, damage, or security issues caused by third-party access during the service period.

Keys provided will be stored securely. Liability for loss is limited to reasonable replacement cost unless negligence is proven and subject to insurance limits.

9. Payments
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A booking is only confirmed once payment terms have been agreed and any required payment has been received.

The Service Provider requires either:

• A non-refundable deposit (typically 30–50%) to secure the booking, or
• Full payment in advance, depending on booking type and duration.

The specific payment requirement will be confirmed at the time of booking.

Where a balance remains outstanding, it must be paid no later than 24–72 hours before the first scheduled visit, unless otherwise agreed in writing.

Failure to make payment by the agreed deadline may result in cancellation of the booking without guarantee of availability for alternative dates.

The Service Provider reserves the right to withhold services until payment is received in full.

10. Cancellations
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Cancellations should be made as early as possible.

Cancellation charges may apply depending on notice period, booking duration, and preparation already completed.

Where applicable, specific cancellation terms will be confirmed at the time of booking, including any non-refundable deposits.

11. Liability
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The Service Provider will exercise reasonable skill and care in all services provided.

To the fullest extent permitted by law, the Service Provider is not liable for:

• Illness, injury, escape, or death from pre-existing conditions 
• Equipment failure including heating, lighting, or electrical systems 
• Natural behaviours such as feeding refusal, stress, or shedding 
• Losses caused by inaccurate Client information 
• Delays or failure due to events beyond reasonable control 

Liability is limited to the total amount paid for the Services, except where such limitation is not permitted by law.

Nothing in these Terms excludes liability for death or personal injury caused by negligence or fraud.

12. Property Security and Third Parties
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The Service Provider is not responsible for loss, damage, or security issues caused by third-party access to the Property during the service period.

The Client remains responsible for overall property security.

13. Force Majeure
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The Service Provider is not liable for failure or delay caused by circumstances beyond reasonable control, including severe weather, transport disruption, illness, emergencies, or utility failures.

14. Photography and Social Media
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Photographs may be taken for welfare updates or promotional purposes.

No personal or property-identifying information will be shared without consent.

Clients may request removal of public use of images at any time.

15. Data Protection
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Personal data is handled in accordance with UK GDPR and used only for booking, communication, and service delivery.

Data may be retained for legal, tax, or administrative purposes.

Clients may request access, correction, or deletion of data subject to legal obligations.

16. Complaints
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Complaints should be raised as soon as reasonably possible.

The Service Provider will aim to respond within 14 days.

17. Amendments
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The Service Provider may update these Terms at any time.

The latest version will always apply to future bookings.

18. Governing Law
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These Terms are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction.