1. Privacy Policy

At Luna Care, we are committed to protecting your privacy and ensuring the security of your personal information. This privacy policy outlines how we collect, use, disclose, and safeguard your information when you use our pet care services.

1.1. Information We Collect

• Personal Information: When you engage our services, we may collect personal details such as your name, address, contact information, and emergency contact details for your pets.
• Payment and Financial Information: We may collect payment-related information when you engage our services.
• Pet Information: This includes your pet’s name, breed, age, medical history, and any specific care instructions or preferences.

1.2. How We Use Your Information

• Service Provision: We use your information to provide pet care services according to your preferences and requirements.
• Communication: We may contact you regarding service updates, scheduling, or other relevant information related to your pet’s care.
• Payment Processing: To manage and track payments for services rendered, including applying any late fees or debt collection actions if applicable.
• Emergency Situations: Your contact and emergency contact details are used to respond promptly to any pet emergencies or health concerns.
• Improvement of Services: We may use feedback and information gathered to improve our services, tailor offerings to client preferences, and enhance customer.

1.3. Debt Collection & Payment Compliance

• If an invoice remains unpaid for 30 days, and there is no reasonable communication or response, Luna Care reserves the right to share your details with a debt collection agency.
• Clients have 30 days from the date of the invoice to dispute any charges.
• Late payment fees will be applied at a rate of 5% per day, but only for a maximum of 30 days. After this period, the debt collectors will handle the outstanding amount. The client will be responsible for any additional fees imposed by the debt collection agency.

1.4. Information Sharing

• Third Parties: We do not sell or rent your personal However, if you default on payments, necessary information will be shared with a debt collection agency after 30 days to recover overdue amounts.
• Legal Compliance: We may disclose your information when required by law, to protect our rights, or to comply with judicial proceedings.

1.5. Data Security

• We implement appropriate security measures to protect against unauthorized access, alteration, disclosure, or destruction of your personal information.
• Access to your personal data is restricted to authorised personnel who require it for service provision or legal purposes.

1.6. Your Rights (GDPR Compliance)

• Access: You have the right to request access to the personal data we hold about you.
• Correction: You can request corrections to any inaccurate personal data.
• Deletion: You may request the deletion of your personal data, except where it is required for payment collection or legal purposes.
• Objections: You have the right to object to how we process your personal data, including the right to object to your data being shared with debt collection agencies under certain conditions.

1.7. Policy Updates

• We may update this privacy policy from time to time to reflect changes in our practices or legal We encourage you to review this policy periodically for any updates.

By engaging Luna Care’s services, you consent to the collection and use of your information as outlined in this privacy policy. We are dedicated to safeguarding your privacy and ensuring a positive experience with our pet care services.

2. Booking and Payment Policy

At Luna Care, we strive to ensure a smooth and convenient booking and payment process for all our clients. Please review our policies regarding booking services and making payments via bank transfer:

2.1. Booking Services

• Reservation: To book pet care services with Luna Care, clients must contact us in advance to schedule appointments. For dog walking services, the booked time includes the duration your dog is in our care, encompassing preparation and travel to and from the walking location.
• Availability Confirmation: Service availability will be confirmed based on our schedule and your pet’s specific needs.
• Advance Notice: We recommend booking services well in advance, particularly during peak times or holidays, to secure your preferred dates and times.

2.2. Payment Terms

• Payment Methods: Luna Care accepts payment via bank transfer only.
• Invoice Issuance: An invoice detailing the total cost of services, including any agreed-upon additional expenses, will be issued to the client upon completion of services.

2.3. Late Payments

• If the invoice is not paid within 10 days of issuance, a late fee of 5% will be applied for each additional day the payment is delayed, up to a maximum of 30 days.
• After 30 days of non-payment, if there is no reasonable communication or response from the client, Luna Care reserves the right to refer the outstanding balance to a debt collection agency. The client’s details will be shared with the agency for the purpose of recovering the overdue amount.
• The client will be responsible for any additional fees charged by the debt collection agency.
• Dispute Period: Clients have 30 days from the date of the invoice to dispute any charges. If no dispute is raised within this period, the full payment, including any applicable late fees, is due.
• Debt Collection: Once the account is handed over to a debt collection agency, the matter is out of Luna Care’s hands. The client is liable for any outstanding amounts and any additional fees incurred from the debt collection process.

2.4. Cancellation and Refunds

• Cancellation Policy: Please refer to our Cancellation Policy for information on charges for cancellations made within 48 hours or less of the scheduled service start time.
• Refunds: Refunds for cancellations made in accordance with our policy will be processed promptly via the original payment method.

2.5. Communication and Confirmation

• Booking Confirmation: Upon receiving a booking confirmation email from Luna Care’s official email address, you acknowledge and agree that this confirmation constitutes a legally binding agreement between you and Luna Care for the provision of pet care services. This agreement includes acceptance of all policies outlined herein and is enforceable under UK law.
• Changes to Bookings: Any changes to bookings must be communicated to Luna Care as soon as possible to accommodate necessary adjustments in our schedule.

3. Deposit Policy

At Luna Care, we strive to provide the best care for your furry friends. To ensure smooth scheduling and availability, we have implemented a comprehensive deposit policy. This policy helps manage bookings efficiently and guarantees your pet’s spot in our schedule. Please read the following terms and conditions carefully. By booking a service with Luna Care, you agree to the terms and conditions outlined below.

3.1. Booking Confirmation

• Deposit Requirement: A non-refundable deposit of 25% of the total fee for a 4-week booking period is required to confirm any weekly or daily dog walking or drop-in service. This deposit secures your booking and allows us to allocate the necessary resources and time for your pet.
• Payment Methods: Deposits can be made via bank Payment details will be provided upon booking confirmation. All payments must be completed within 24 hours of the booking confirmation to secure the reservation.

3.2. Cancellation Policy

• More Than 48 Hours Before Service: The deposit is non-refundable but can be applied to future services if cancellation is made at least 48 hours before the scheduled service.
• Within 48 Hours of Service: If you cancel within 48 hours of the scheduled service, you will be charged 50% of the quoted price for the service, excluding the deposit if already paid.
• Within 24 Hours of Service: If you cancel within 24 hours of the scheduled service, you will be charged 100% of the quoted price for the service, excluding the deposit if already paid.
• Cancellation by Luna Care: In the unlikely event that Luna Care needs to cancel a service, we will provide a full refund of the deposit or offer to reschedule the service at your We will make every effort to notify you as soon as possible and provide alternative arrangements to ensure your pet’s needs are met.

3.3. Rescheduling

• Client-Initiated Rescheduling: You may reschedule your booking up to 48 hours before the scheduled service without losing your deposit. The deposit will be applied to the rescheduled service. If you need to reschedule within 48 hours of the scheduled service, the deposit will be forfeited, and a new deposit will be required for the rescheduled booking.
• Luna Care-Initiated Rescheduling: If we need to reschedule due to unforeseen circumstances, we will contact you promptly to arrange a suitable alternative. Your deposit will remain valid for the rescheduled We aim to minimise disruptions and will work with you to find the most convenient time for rescheduling.

3.4. No-Show Policy

• Client No-Show: If your dogs are not present when we arrive for the scheduled service and you have not notified us 48 hours in advance, the deposit will be forfeited. No-shows prevent us from accommodating other clients and disrupt our
• Luna Care No-Show: If, for any reason, a Luna Care team member does not show up for the scheduled service, you will receive a full refund of the deposit. We will make every effort to reschedule at your convenience and ensure such incidents are avoided in the future.

3.5. Special Circumstances

• Emergency Situations: We understand that emergencies can In cases of genuine emergencies, please contact us as soon as possible. We will consider deposit transfers on a case-by-case basis.
• Weather-Related Cancellations: In the event of severe weather conditions that make it unsafe for us to travel or provide services, we will contact you to Your deposit will remain valid for the rescheduled service.

3.6. Payment Terms

• Final Payment: The remaining balance after the deposit is due 10 days after the last day of the scheduled service. Payments can be made via bank transfer.
• Late Payments: Late payments may incur an additional fee of 5% of the total booking cost for each day the payment is Please ensure timely payment to avoid any additional charges.

3.7. Legal Agreement

• Binding Agreement: By booking a service with Luna Care, you enter into a legally binding agreement with Luna Care. This agreement is subject to the terms and conditions outlined in this deposit policy.
• Governing Law: This agreement shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising from or in connection with this agreement shall be subject to the exclusive jurisdiction of the courts of England and Wales.
• Modification of Terms: Luna Care reserves the right to modify these terms and conditions at any Any changes will be communicated to clients in advance and will apply to future bookings.

4. Service Outline

4.1. Free Meet and Greet

Service Overview:
Luna Care offers a complimentary meet and greet session before any bookings. This allows clients to discuss their pet’s specific needs, preferences, and any special requests. We’ll go over our services, answer questions, and ensure both you and your pet are comfortable before care begins.

4.2. House Sitting

Service Overview:
Luna Care’s House Sitting service includes both day and overnight stays in the pet’s own home, providing care in a familiar and stress-free environment.

Pricing:
The base fee covers a 24-hour period, including feeding, companionship, and walks. Shorter stays are classified under Extended Care and charged accordingly.

Walks During House Sitting:

• Includes one 15–20 minute walk in the morning and one in the evening, weather permitting.
• Additional or longer walks are chargeable based on our standard walking rates.
• Dogs may accompany the Luna Care representative on their daily group walks at no extra charge, if suitable.

4.3. Dog Walks

Service Overview:
Luna Care offers safe, enriching walks, including pick-up and transport to local parks. All walks are tailored to your pet’s needs and energy level.

Off-Leash Policy:
Dogs will remain on-lead unless the owner gives written permission and the dog has reliable recall.

Technology & Communication:
We use the Walkies app to provide live tracking, time logs, pick-up/drop-off notices, and post-walk photos and summaries. All records are stored in your pet’s Walkies Journal, which is accessible free of charge. You may opt out of the app at any time.

Hot Weather Policy:

• • Walks will not be carried out when temperatures reach 23°C or above to ensure your pet’s safety.

  • On such days, dogs will be offered our Pool Party Service instead (see section 4.8).

4.4. Drop-In Visits

Service Overview:
Designed mainly for cats or small pets, drop-ins include feeding, litter box or enclosure cleaning, and short enrichment or companionship sessions.

Duration:

• • 15-minute or 30-minute options available.

  • Visits longer than 30 minutes will be charged at Extended Care rates.

4.5. Extended Care

Service Overview:
Extended Care applies to in-home visits shorter than 24 hours, such as partial-day sitting or add-on time to a booking.

Pricing:

• • Charged based on the duration beyond the 24-hour house-sitting period or in place of shorter day stays.

  • Also applies to care and waiting time during Pet Taxi use.

4.6. Pet Taxi Service

4.6.1 Service

Luna Care provides a pre booked pet transport service for veterinary appointments, grooming, day care, home moves, and other agreed journeys within England.

4.6.2 Charging Structure

a) Time Basis

All bookings are charged from the time of departure from Luna Care HQ until return to Luna Care HQ. Chargeable time includes, but is not limited to, driving time, waiting time, appointment overruns, and any delays caused by traffic, roadworks, accidents, or diversions.

b) Navigation and Time Calculation

Journey time and mileage are calculated using Google Maps at the time of travel. The route selected by Google Maps will be deemed the agreed route for charging purposes.

c) Hourly Rate

The Pet Taxi service is charged at £10 per hour. This rate includes supervision and care of the pet during transport.

d) Minimum Charging Units

Time is charged in full hourly blocks as follows:

• Up to 1 hour: £10
• Over 1 hour and up to 2 hours: £20
• Over 2 hours and up to 3 hours: £30

Time exceeding any hourly threshold will be charged as the next full hour.

e) Included Mileage

The first 5 miles from Luna Care HQ to the collection address and the first 5 miles from the drop off address back to Luna Care HQ are included within the hourly rate.

f) Additional Mileage

Mileage exceeding the included 5 miles each way is charged at 45 pence per mile.

g) Journey Mileage

Mileage between the collection and drop off addresses is charged at 45 pence per mile.

h) Cleaning and Damage

A fee of £10 will be applied where a pet soils, vomits in, or causes damage to the vehicle. Luna Care reserves the right to charge additional reasonable costs if damage exceeds standard cleaning.

4.6.3 Crate Requirements

a) Where a crate is required for safe and lawful transport, the client must provide a secure and appropriately sized crate.

b) Luna Care does not provide crates.

c) Luna Care reserves the right to refuse transport if a crate or restraint provided is considered unsafe or unsuitable.

4.6.4 Cancellations

Cancellations must comply with the general cancellation policy. No mileage charges apply where a booking is cancelled in accordance with that policy.

4.7. Special Requests

If a client requests a service that does not fit neatly into any of the above categories, Luna Care reserves the right to determine the most appropriate category and pricing. Any changes or additional costs will be agreed with the client beforehand.

4.8. Pool Party Service

Service Overview:
On warm days (23°C or hotter), Luna Care offers Pool Party Sessions as a fun and safe alternative to walking. These sessions include:

• A 30-minute or 60-minute supervised play session

• Access to a paddling pool, toys, and water-safe enrichment

• Social time with the same dogs your pet walks with during group walks

Availability:

• Offered when it is too hot for safe walks

• Dogs must be comfortable around water and other dogs

• This is a standalone service unless substituted for a regular walk due to weather

House Sitting Clients:
If walks are cancelled due to hot weather, Pool Party sessions may be provided at no extra charge as part of your pet’s daily care.

5. Service Modification Policy

At Luna Care, we aim to provide the highest level of care and flexibility for you and your pets. We understand that circumstances can change, and you may need to shorten or extend the duration of your booked services. This policy outlines our approach to service modifications, ensuring clarity and fairness for all our clients. By booking a service with Luna Care, you agree to the terms and conditions outlined below.

5.1. Service Shortening Policy

• Notice Requirement: If you need to shorten the duration of a booked service, please notify us as soon as possible. This allows us to adjust our schedule and potentially accommodate other clients.
• No Refund Policy: Luna Care does not offer refunds for services that are shortened after the booking has been confirmed. This policy helps us manage our resources and maintain our commitment to other clients.
• Credit for Future Services: While we do not provide refunds for shortened services, we offer a credit system to ensure you receive value for the unused portion of your booking. The remaining balance, calculated based on the shortened service duration, will be credited to your account. This credit can be applied to any future services with Luna Care, including dog walking, drop-in visits, and overnight house sitting. Please note that all dog walking times are counted from when your dog is in our care, including preparation and travel to and from the selected park or walking area. Credits are valid for 6 months from the date of issue and are non-transferable.

5.2. Service Extension Policy

• Notice Requirement: If you need to extend the duration of a booked service, please notify us as soon as possible. We will do our best to accommodate your request, subject to availability.
• Additional Costs: Any extension of the service duration will be subject to additional costs, calculated based on our standard rates for the extended period.
• A revised invoice reflecting the additional cost will be provided, and payment must be made in accordance with our standard payment terms.
• Confirmation: Upon receiving your request, we will confirm the availability of the extended service and provide an updated booking confirmation and invoice.

5.3. Process for Requesting Modifications

• Notification: To request a modification for a service (either shortening or extending), please contact us via email at [email protected] or through our social media channels (Facebook). Provide the details of the original booking and the requested new end date or service duration.
• Confirmation: Upon receiving your request, we will confirm the modification and calculate any remaining balance or additional costs. You will receive a confirmation email detailing the credited amount or additional costs and the updated booking details.

5.4. Terms and Conditions

• Non-Refundable Deposits: The initial deposit paid to secure your booking is non-refundable and will not be included in the credit calculation for shortened services.
• The credit for shortened services will be based on the remaining balance after deducting the non-refundable deposit.
• Credit Usage: Credits can be applied to any future service offered by Luna Care, except for the required deposits for new bookings. To use your credit, mention it when booking your next service. We will apply the credit to the new booking and adjust the final payment accordingly. It is not Luna Care’s responsibility to automatically apply credit.
• Validity Period: Credits are valid for 6 months from the date of issue. Any unused credit after this period will expire.
• Credits are non-transferable and can only be used by the client who originally booked the service.

5.5. Legal Agreement

• Binding Agreement: By booking a service with Luna Care, you enter into a legally binding agreement with Luna Care. This agreement is subject to the terms and conditions outlined in this service modification policy.
• Governing Law: This agreement shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising from or in connection with this agreement shall be subject to the exclusive jurisdiction of the courts of England and Wales.
• Modification of Terms: Luna Care reserves the right to modify these terms and conditions at any time. Any changes will be communicated to clients in advance and will apply to future bookings.

6. Cancellation Policy                                                 

At Luna Care, we understand that plans can change unexpectedly. To ensure a fair and transparent process for all our clients, we have established the following cancellation policy:

6.1. Client Cancellations

• Before 48 Hours of Service Start: If you cancel your booking more than 48 hours before the start of the service, no charge will be invoiced.
• Within 48 Hours Before Start of Service: If you cancel your booking within 48 hours before the start of the service, you will be invoiced 50% of the total charge. This invoice will be payable within 10 days of the invoice being sent.
• Within 24 Hours Before Start of Service: If you cancel your booking within 24 hours before the start of the service, you will be invoiced 100% of the total charge. This invoice will also be payable within 10 days of the invoice being sent.
• For dog walking services, the cancellation policy applies to the full care time, which includes travel and preparation time.
• For pet taxi services: Cancellations for the Pet Taxi Service will be charged according to the regular service policy without a mileage charge.

6.2. Luna Care Cancellations

• If Luna Care needs to cancel a service after payment has been made, the amount will be credited to your Luna Care profile. This credit can be used towards future bookings with us.

We appreciate your understanding and cooperation in adhering to this policy. If you have any questions or concerns, please do not hesitate to contact us.

7. Health and Safety Policy for In-Home Dog Walking and Pet Care Services

At Luna Care, the health and safety of our clients, their pets, and our staff are of paramount importance. As we provide in-home dog walking, drop-in visits, and overnight house-sitting services, this Health and Safety Policy outlines the measures we take to ensure a safe environment for all parties involved. By booking a service with Luna Care, you agree to adhere to the terms and practices outlined in this policy.

7.1. Introduction

This policy details our approach to maintaining health and safety during in-home dog walking, drop-in visits, and overnight house-sitting. It is designed to address the unique challenges of working in clients’ homes and to ensure a safe and pleasant experience for pets and staff alike.

7.2. Responsibilities

• Management: Luna Care’s management is responsible for ensuring that all health and safety policies are implemented and followed. This includes providing staff with relevant training, ensuring compliance with health regulations, and maintaining effective communication with clients.
• Staff: All Luna Care staff members are responsible for following health and safety procedures, reporting any issues or hazards, and participating in ongoing training as required.
• Clients: Clients are responsible for informing Luna Care of any specific health or safety concerns related to their home environment and pets. Clients should also ensure their home is accessible and safe for our staff.

7.3. General Health and Safety Procedures

• Risk Assessments: Prior to providing services, Luna Care staff will conduct a preliminary risk assessment of the client’s home and walking routes to identify and address potential hazards. This includes checking for any safety concerns in areas where pets will be cared for or walked.
• Hygiene Practices: Staff will follow strict hygiene practices, including handwashing before and after handling pets, using disinfectant wipes or sprays on surfaces where pets interact, and ensuring cleanliness in their personal equipment and attire.
• Emergency Procedures: Emergency procedures are in place for situations such as accidents, medical emergencies, or any sudden issues within the client’s home or during dog walks. Staff are trained in basic first aid and pet first aid. In case of a medical emergency involving a pet, immediate veterinary assistance will be sought.

7.4. Dog Walking Safety

• Health Requirements: Clients must ensure that their dogs are up to date on vaccinations and free from contagious diseases. Dogs with known health issues or special needs should be clearly communicated to Luna Care prior to the start of services.
• Safe Handling: Staff are trained in safe dog walking techniques to prevent injury to themselves, the dogs, or others. This includes proper use of leashes, harnesses, and ensuring that dogs are comfortable and secure during walks.
• Behavioural Assessments: Before commencing services, staff will assess the behaviour of dogs to ensure compatibility with the planned activities. Luna Care reserves the right to refuse service to dogs deemed to be a danger to our staff due to their behaviour. This assessment is made on a case-by-case basis and is not based on breed. Factors such as aggression, fearfulness, or unpredictable behaviour will be evaluated. All dog walking times are counted from when your dog is in our care, which includes preparation, travel to and from the selected walking location, and the walk itself.

7.5. Cat Specific Health and Safety

• Health Requirements: Clients must ensure that their cats are up to date on vaccinations and free from contagious diseases. Cats with known health issues or special needs should be clearly communicated to Luna Care prior to the start of services. This includes any chronic conditions, allergies, or behavioural concerns.
• Safe Handling: Luna Care staff are trained in safe and gentle handling techniques for cats. This includes using appropriate restraint methods and avoiding actions that may cause stress or injury. Staff are equipped to handle various cat temperaments, from shy and fearful to more assertive personalities.
• Environment Preparation: Clients should ensure that their home environment is cat-friendly. This includes securing any hazardous items or areas that cats may access, such as toxic plants, small objects, or accessible chemicals. Cats should have a safe and comfortable space where they can retreat and feel secure.
• Behavioural Assessments: During each visit or house-sitting period, Luna Care staff will observe and assess the cat’s behaviour to ensure it is safe and comfortable. Any changes in behaviour, such as aggression or signs of distress, will be noted and reported to the client.
• Refusal of Service: Luna Care reserves the right to refuse service to any cat that is deemed to be a danger to our staff due to aggressive or unpredictable behaviour. This assessment is made on a case-by-case basis and is not attributed to the cat’s breed. Factors such as aggression, excessive fear, or severe anxiety will be evaluated. In such cases, we will work with the client to find a suitable solution or alternative care arrangements.

7.6. Home Environment Safety

• Client Communication: Clients are responsible for informing Luna Care of any specific safety concerns in their home, such as restricted areas, fragile items, or potential hazards.
• Access and Security: Clients should ensure that Luna Care staff have necessary access to their home, including keys or alarm codes if applicable. It is also important to secure any valuable items or areas of the home that should not be accessed.
• Safe Space for Pets: Clients should provide a safe and comfortable area for pets to stay, including clean bedding and access to fresh water. Staff will respect the boundaries set by clients regarding pet areas.

7.7. Pet Taxi Specific Health and Safety

• Visible Flea Infestation: For the health and safety of all our passengers, we will not accept any animals that show visible signs of flea infestation. This policy is in place to protect other pets and our staff from potential health risks.
• Behavioural Assessment: Luna Care reserves the right to refuse transport if a dog exhibits overly destructive behaviour or poses a threat to the safety of our staff during transit. This decision is made at the discretion of our trained staff members based on their assessment of the situation.
• Safety Equipment: While we do not provide pet crates, we ensure that all pets are secured safely in the vehicle to prevent any movement that could lead to injury during transit. Our vehicles are equipped with safety harnesses or restraints designed specifically for pet transport.
• Pet Comfort: We aim to provide a comfortable experience for your pet. We recommend that you bring along their favourite blanket or toy to help ease any anxiety during travel.
• Emergency Procedures: In the event of an emergency, our staff are trained in first aid for pets. We also have a plan in place to contact your preferred veterinarian if necessary.
• Owner Responsibilities: Pet owners are responsible for ensuring their pets are fit for transport and have up-to-date vaccinations. Please inform us of any special requirements or conditions your pet may have prior to transport.

7.8. Staff Health and Safety

• Training and Certification: All staff members are trained in health and safety practices, including pet first aid, safe handling, and emergency response. Staff certifications are kept up to date.
• Personal Protective Equipment (PPE): Staff will use appropriate PPE, such as gloves, when necessary, to ensure safety and hygiene. PPE will be used based on the specific needs of the service provided.
• Incident Reporting: Any incidents or near-misses will be reported and documented. An investigation will follow to determine the cause and to implement measures to prevent future occurrences.

7.9. Client Responsibilities

• Disclosure of Health Issues: Clients must inform Luna Care of any known health issues or special requirements of their pets, including allergies, chronic conditions, or behavioural concerns.
• Home Safety: Clients should ensure their home environment is safe for Luna Care staff. This includes securing areas that are off-limits, ensuring easy access to the home, and addressing any hazards that may pose a risk.

7.10. Review and Compliance

• Policy Review: This Health and Safety Policy is reviewed periodically to ensure it remains effective and compliant with relevant regulations. Updates will be communicated to clients and staff as necessary.
• Compliance: Adherence to this policy is mandatory. Non-compliance may result in the suspension or termination of services.

7.11. Contact Information

For any questions regarding this Health and Safety Policy or to report any concerns, please contact Luna Care at:

• Email: [email protected]
• Phone: 07704197519

7.12. Conclusion

By booking a service with Luna Care, you acknowledge that you have read, understood, and agree to comply with this Health and Safety Policy. We are committed to ensuring a safe and secure environment for all pets, clients, and staff. Thank you for your cooperation.

8. Referral Policy

At Luna Care, we appreciate your continued support and trust in our pet care services. Our referral program are designed to reward your referrals with exclusive discounts.

8.1. Referral Program

• Referral Code: After each service, you will receive a unique referral code on your pet’s report card.
• Sharing the Code: Share this referral code with friends and family interested in Luna Care’s pet care services.

8.2. Redemption of Referral Code

• Your referral code can be used multiple times by different new clients.
• Each new client referred and booking their first service with Luna Care using your referral code will receive a 10% discount.

8.3. Conditions

• Redemption Limit: Discounts offered through our referral program, which provide a 10% discount per referral, are restricted to one application per booking. This means that each referral code used by a new client allows them to receive a 10% discount on their initial booking with Luna Care. This ensures that each new client referred to us receives their discount as intended, promoting fairness and transparency in our referral program.
• No Cumulative Discounts: Discounts from multiple referrals cannot be combined on a single booking. For instance, if a client refers multiple new clients who each book services, each referred client will receive a 10% discount on their respective first bookings. These discounts cannot be accumulated or combined to create a higher percentage discount (e.g., using two referral discounts to obtain a 20% discount on a single booking). This policy is in place to maintain the integrity of our referral program and to ensure that discounts are applied appropriately and fairly to individual bookings.

8.5. How to Participate

• New Referred Clients: Mention the referral code provided by your friend when booking your first service to receive your 10% discount.

9. Key Handling Policy

At Luna Care, we understand the importance of maintaining security and privacy when handling keys or access to our clients’ homes. Our key handling policy outlines the procedures we follow to ensure the safety of your property and the reliable delivery of our pet care services:

9.1. Key Collection and Storage

• Initial Key Pickup: Keys provided by clients for accessing their homes will be collected during the initial consultation or meet and greet appointment.
• Security Measures: Keys will be securely stored and labelled with a unique identifier that does not include any identifying information about the client or their address.
• Access Restriction: Only authorized Luna Care personnel directly involved in providing pet care services will have access to client keys.

9.2. Key Use and Return

• Service Period: Keys will only be used for the purpose of providing scheduled pet care services as agreed upon with the client.
• Return Policy: At the end of the scheduled service period or upon request, keys will be returned to the client promptly and securely.

9.3. Key Management Protocols

• Confidentiality: Luna Care respects the confidentiality of client information, including key access details, and will not disclose this information to third parties without explicit consent.
• Emergency Access: In the event of an emergency requiring immediate access to a client’s home (e.g., pet health emergency), Luna Care will follow specified emergency protocols to access the premises safely.

9.4. Client Responsibilities

• Key Accuracy: Clients are responsible for ensuring that provided keys are accurate and in working condition.
• Notification of Changes: Clients must promptly notify Luna Care of any changes to key access arrangements or security codes.

9.5. Security Assurance

• Insurance Coverage: Luna Care maintains insurance coverage that includes protection against loss or damage related to key handling as specified in our insurance policy.
• Disposal of Keys: Upon termination of services or at the client’s request, any unused keys will be returned to the client or securely disposed of in accordance with their instructions.

By entrusting Luna Care with your key, you acknowledge and agree to the terms outlined in our key handling policy. We are committed to providing reliable and secure pet care services while safeguarding your privacy and property.

10. Insurance and Liability Policy

At Luna Care, we prioritize the safety and well-being of your pets and strive to provide a secure and reliable service. Our insurance coverage, provided by Direct Line, plays a crucial role in ensuring protection for both our clients and our business operations. Here’s an overview of our insurance and liability policy:

10.1. Insurance Coverage

• Provider: Luna Care is insured through Direct Line, a reputable provider specializing in pet care services.
• Coverage Details: Our insurance policy covers:
  • Public Liability: Protection against claims for accidental injury or property damage caused by Luna Care’s operations or employees while providing pet care services.
  • Care, Custody, and Control: Coverage for pets under our care, including veterinary expenses in the event of injury or illness directly resulting from our services.
  • Loss of Keys: Coverage for costs associated with replacing or reprogramming locks if client keys are lost during service.
  • Business Interruption: Coverage for loss of income or additional expenses incurred due to unforeseen interruptions in business operations.

10.2. Liability Responsibilities

• Client Responsibilities: While Luna Care maintains comprehensive insurance coverage, clients are encouraged to ensure their pets are adequately vaccinated, in good health, and have appropriate identification tags.
• Incident Reporting: In the event of an incident, accident, or injury involving your pet during our care, Luna Care will promptly inform you and initiate necessary procedures in accordance with our insurance and liability protocols.
• Limitations: Our insurance coverage does not extend to intentional acts of misconduct, negligence, or damage caused by pets with known aggressive tendencies that were not disclosed by the client.

10.3. Ensuring Compliance and Safety

• Regular Review: Luna Care regularly reviews and updates our insurance policies to align with industry standards and legal requirements, ensuring adequate protection for our clients and their pets.
• Transparent Communication: We maintain open communication with our clients regarding insurance coverage details, ensuring transparency and peace of mind.

By engaging Luna Care’s services, you acknowledge and agree to the terms outlined in our insurance and liability policy. We provide exceptional care with the highest standards of safety and professionalism.

11. Veterinary Emergency Policy

At Luna Care, we prioritize the health and well-being of your beloved pets above all else. In the event of an unforeseen emergency, we have carefully outlined the following policy to ensure prompt and necessary care for your pet:

11.1. Emergency Contact Protocol

• In the event of an emergency, Luna Care will make every effort to promptly contact you (the owner), or the designated emergency contact listed in your pet’s profile. We understand the urgency of the situation and will strive to reach you immediately.

11.2. Authorisation for Medical Treatment

• If, despite our best efforts, we are unable to reach you or your designated emergency contact, you hereby authorize Luna Care to initiate and oversee appropriate medical treatment for your pet. This treatment will be administered by the veterinary clinic previously designated during the meet and greet session.

11.3. Financial Responsibility

• By entrusting Luna Care with the care of your pet, you agree to assume financial responsibility for any fees incurred for veterinary services provided during the emergency. These fees will be clearly detailed in a receipt provided by the veterinary clinic.

11.4. Reimbursement Process

• Upon receiving a detailed invoice from the veterinary clinic outlining the incurred charges, Luna Care will promptly forward this information to you. Payment for these expenses is expected within 10 days of receipt of the invoice.

11.5. Communication and Support

• Throughout the emergency, Luna Care will maintain open lines of communication with you, keeping you informed of your pet’s condition and the steps taken for their care. We understand the emotional strain of such situations and will provide support and reassurance throughout.

11.6. Policy Acknowledgment

• By utilizing Luna Care’s services, you acknowledge and agree to the terms outlined in this Veterinary Emergency Policy. Your understanding and cooperation ensure that we can act swiftly and decisively in the best interests of your pet.

12. Social Media Use Policy

At Luna Care, we respect the privacy and preferences of our clients regarding the use of their pets’ images on social media. To ensure clarity and mutual agreement, we have established the following policy:

12.1. Consent Agreement

• The use of pictures or videos featuring your pet on Luna Care’s social media channels will be discussed and agreed upon during the completion of the animal profile form by the pet owner.
• This agreement will also be reiterated and confirmed during the meet and greet session, where we will address any specific preferences or concerns regarding the use of your pet’s images.

12.2. Options Available

• Agreement: If you agree to allow Luna Care to use images of your pet on social media, we may feature them in posts, stories, or other promotional material related to our services. We will ensure that any posts featuring your pet are respectful and reflect the high standard of care provided.
• Disagreement: If you prefer those images of your pet not be used on social media, we will respect your decision and ensure that your pet’s privacy is maintained. Luna Care will refrain from using any images of your pet for promotional purposes.

12.3. Flexibility and Communication

• We encourage open communication regarding your preferences regarding the use of your pet’s images. If you have any changes to your initial agreement or wish to discuss this policy further, please let us know. Your comfort and satisfaction are important to us.

12.4. Policy Understanding

• By utilizing Luna Care’s services and agreeing to the use of images on social media, you acknowledge and agree to the terms outlined in this policy. Your decision will be documented in our records and respected accordingly.

13. Complaints and Dispute Resolution Policy

At Luna Care, we are committed to providing exceptional pet care services and maintaining open communication with our clients. We value your feedback and take complaints seriously to continuously improve our services. This policy outlines our approach to handling complaints and resolving disputes in a fair and efficient manner:

13.1. Complaint Submission

• Channels: Clients may submit complaints verbally or in writing via email or through our official communication channels.
• Timeliness: We encourage clients to raise concerns promptly to allow us to address them promptly and effectively.

13.2. Handling of Complaints

• Receipt Confirmation: Upon receiving a complaint, Luna Care will acknowledge receipt and initiate an investigation into the issue raised.
• Investigation: We will thoroughly investigate the complaint, gathering relevant information and consulting involved parties as necessary.

13.3. Resolution Process

• Timely Response: Luna Care aims to provide a timely response to complaints within 3 business days of receipt.
• Resolution Options: Depending on the nature of the complaint, resolution options may include:
  • Rectifying the issue promptly, such as providing additional pet care or revising service protocols.
  • Offering compensation or refunds where appropriate and agreed upon.
  • Implementing procedural improvements to prevent similar issues in the future.

13.4. Client Notification

• Outcome Communication: Once the investigation is complete, Luna Care will communicate the findings and proposed resolution to the client.
• Client Consent: We seek client agreement on the proposed resolution before proceeding with any actions.

13.5. Escalation Procedure

• Unresolved Issues: If a client feels their complaint has not been adequately addressed, they may request escalation to a higher authority within Luna Care.
• External Resolution: Clients may also seek external resolution through relevant consumer protection agencies or legal avenues if deemed necessary.

13.6. Record Keeping

• Documentation: Luna Care maintains records of all complaints received, including details of the investigation, actions taken, and outcomes.
• Confidentiality: All information related to complaints and resolutions is handled confidentially, respecting client privacy and data protection regulations.

13.7. Continuous Improvement

• Feedback Integration: Insights gained from complaints are used to improve our services and prevent recurrence of similar issues in the future.
• Policy Review: This policy is regularly reviewed and updated to reflect changes in procedures or feedback received.

By adhering to our Complaints and Dispute Resolution Policy, Luna Care aims to foster trust and transparency with our clients, ensuring a positive experience for both you and your pets. Thank you for choosing Luna Care for your pet care needs.

14. Equipment and Supplies Policy

At Luna Care, we provide high-quality pet care services with a focus on safety, comfort, and hygiene. Our Equipment and Supplies Policy ensures that we maintain reliable tools and materials to support the well-being of your pets. This policy outlines our approach to sourcing, using, and maintaining equipment and supplies:

14.1. Sourcing and Selection

• Quality Standards: Luna Care selects equipment and supplies based on high-quality standards, ensuring they are safe and suitable for their intended use.
• Supplier Relationships: We partner with reputable suppliers known for their reliability and commitment to animal welfare.

14.2. Equipment Usage

• Purpose: Equipment is used solely for the provision of pet care services as agreed upon with the client.
• Safe Handling: Staff members are trained in the proper handling and use of equipment to ensure safety and minimize risk to pets and personnel.

14.3. Maintenance and Inspection

• Regular Checks: Equipment undergoes regular inspections for wear and tear, functionality, and cleanliness.
• Cleaning Protocols: We adhere to strict cleaning and sanitization protocols to maintain hygienic conditions and prevent the spread of germs or infections.

14.4. Replacement and Upgrades

• Timely Replacement: Damaged or worn-out equipment is promptly replaced to maintain operational efficiency and safety standards.
• Technological Advancements: Luna Care considers upgrades to equipment and tools to incorporate advancements that enhance the quality of pet care services.

14.5. Client Interaction

• Communication: Clients are informed of the equipment and tools used during pet care services and are welcome to inquire about their functionality or safety measures.
• Client Consent: Client consent is sought for the use of specialized equipment or tools that may be required for specific pet care needs.

14.6. Safety Assurance

• Emergency Preparedness: We maintain contingency plans in case of equipment failure or emergencies to ensure uninterrupted care for your pets.
• Risk Mitigation: Luna Care takes proactive measures to identify and mitigate risks associated with equipment use to protect both pets and personnel.
• Crate Requirements: Clients must provide safe, secure crates for their pets if necessary. If the crate is deemed not safe by our staff, we reserve the right to refuse transport.

14.7. Compliance and Review

• Regulatory Compliance: We adhere to local regulations and industry standards governing the use and maintenance of equipment and supplies.
• Policy Review: This policy is periodically reviewed and updated to reflect best practices, technological advancements, and client feedback.

By adhering to our Equipment and Supplies Policy, Luna Care aims to ensure the safety, comfort, and well-being of your pets while providing reliable and compassionate pet care services. Thank you for entrusting us with the care of your cherished companions.

15. Additional Expenses Policy

At Luna Care, we strive to provide the best care for pets while maintaining transparency in our pricing. The following policy outlines the additional expenses that may be incurred during our services:

15.1. Fruit and Treats

• We offer healthy fruit snacks and pup cups as a special treat for pets. These treats are optional and can be requested at any time. Each treat is carefully selected to ensure it is safe and nutritious for pets. The treats will be provided by a third-party supplier and will be invoiced according to the receipt provided by them.

15.2. Parking and Transport Expenses

• Parking Fees: If there is no free parking available near the client’s home, the client will be charged the actual cost of parking during the visit.
• Public Transport Costs: If public transport is required to reach the client’s home, the client will be charged the actual cost of the transport fares.

15.3. Mileage

Mileage charges will apply for journeys requested by the client, such as taking pets to the vet or other locations outside of the standard service area. The mileage rate is 45p per mile and will be calculated based on the total distance travelled from the client’s home to the requested destination and back to the client’s home.

15.4. Essential Household Supplies

• Pre-Return Requests: Clients will be asked if there is anything Luna Care can purchase before they return home. These items will be invoiced according to the receipt provided by the supplier.
• Emergency Supplies: If essential household supplies (e.g., pet food, cleaning products) run out during the service period, they will be purchased by Luna Care and invoiced to the client regardless of prior agreement.

15.5. Pet Taxi Service

The Luna Care Pet Taxi provides transport for pets, with terms and pricing as follows:

• Pickup from Base to Client:
  • Within 10 Miles: No charge if the pickup point is within 10 miles of Luna Care’s base.
  • Over 10 Miles: A charge of 45p per mile applies for pickup points beyond the initial 10 miles.
• Transport from Pickup to Drop-Off Location: A 45p per mile charge applies for the journey from the pickup location to the drop-off point.
• Return from Drop-Off to Base:
  • Within 10 Miles: No charge if the drop-off point is within 10 miles of Luna Care’s base.
  • Over 10 Miles: A charge of 45p per mile applies for drop-off points beyond the initial 10 miles.
• Extended Care Rate: An extended care rate applies on top of mileage charges for pet taxi services, covering the care provided throughout the transport process.

15.6. Important Notes

• Transparency: All additional expenses will be communicated and agreed upon with the client before being incurred.
• Receipts: Receipts for nail clippings, treats, parking, public transport costs, and household supplies will be provided upon request.
• Custom Requests: If the client has any specific requests for their pet that may incur additional expenses, these should be discussed in advance so we can accommodate the needs and provide an accurate estimate.
• Agreement: This policy becomes legally binding once the client agrees during the meet and greet session. If the client disagrees with this policy, it does not affect the handling of emergency expenses such as those for a plumber, vet, or similar urgent services.

We believe in providing high-quality, convenient, and enjoyable care for pets. If there are any questions or further clarification is required regarding our additional expenses policy, please do not hesitate to contact us.

16. Mileage Charge Policy

At Luna Care, we are committed to providing transparent and fair pricing for all our services. This policy outlines our approach to mileage charges for journeys requested by clients, such as taking pets to the vet or other appointments. By booking a service with Luna Care, you agree to the terms and conditions outlined in this policy.

16.1. Standard Service Area

• No Charge for Standard Visits: There is no mileage charge for travel from Luna Care’s base location to the client’s home for dog walking, drop-in visits, or overnight house-sitting services. These services are included in the standard pricing.

16.2. Pet Taxi Service

• Pickup from Base to Client:
  • Within 10 Miles: No charge if the pickup point is within 10 miles of Luna Care’s base.
  • Over 10 Miles: A charge of 45p per mile applies for pickup points beyond the initial 10 miles.
• Transport from Pickup to Drop-Off Location: A 45p per mile charge applies for the journey from the pickup location to the drop-off point.
• Return from Drop-Off to Base:
  • Within 10 Miles: No charge if the drop-off point is within 10 miles of Luna Care’s base.
  • Over 10 Miles: A charge of 45p per mile applies for drop-off points beyond the initial 10 miles.
• Extended Care Rate: An extended care rate applies on top of mileage charges for pet taxi services, covering the care provided throughout the transport process.

16.3. Additional Journey Requests

• Chargeable Journeys: If a client requests additional journeys, such as taking their pet to the vet, groomer, or any other location outside of the standard service, a mileage charge will apply.
• Mileage Rate: The mileage charge is set at 45p per mile. This charge is calculated based on the total distance travelled from the client’s home to the requested destination and back to the client’s home.
• Calculation of Distance: The distance will be calculated using reliable mapping services to ensure accuracy. The total mileage will be communicated to the client prior to the journey.

16.4. Combined Charges

• Service and Mileage Charges: The mileage charge is in addition to the standard service charge for dog walking, drop-in visits, or overnight house-sitting. The combined total will reflect both the service fee and the mileage cost.
• Invoicing: The mileage charge will be clearly itemized on the client’s invoice, along with the standard service charges. Clients will receive a detailed breakdown of all costs.

16.5. Client Responsibilities

• Advance Notice: Clients are encouraged to provide advance notice for any additional journey requests to ensure availability and proper scheduling.
• Accurate Information: Clients should provide accurate details regarding the requested journey, including the destination address and any specific requirements for the trip.

16.6. Payment Terms

• Payment Methods: Mileage charges, along with standard service fees, can be paid via bank transfer. Payment details will be provided on the invoice.
• Timely Payment: All charges are due within the standard payment terms as outlined in our Booking and Payment Policy.

16.7. Policy Review and Compliance

• Review and Updates: This Mileage Charge Policy is reviewed periodically to ensure it remains fair and transparent. Any changes to the policy will be communicated to clients in advance.
• Compliance: Adherence to this policy is mandatory. Non-compliance may result in the suspension or termination of services.

17. Emergency Preparedness Policy

At Luna Care, the safety and well-being of your pets are our utmost priority. Our Emergency Preparedness Policy outlines our commitment to ensuring a swift and effective response in the event of emergencies that may impact our ability to deliver pet care services.

17.1. Emergency Response Plan

• Identification of Risks: Luna Care identifies potential emergencies that could affect service delivery, including but not limited to natural disasters, medical emergencies, or unforeseen disruptions.
• Communication Protocol: We maintain clear communication channels to promptly notify clients of any emergency situations that may impact scheduled pet care services. This includes using contact information provided by clients during the booking process.
• Emergency Contact Information: Clients are encouraged to provide accurate and up-to-date emergency contact details for prompt communication during unforeseen circumstances.

17.2. Pet Safety Measures

• Pet Evacuation Plan: Luna Care has established procedures for safely evacuating pets from premises in case of emergencies such as fire, flooding, or other hazards.
• Medical Emergencies: Trained staff members are equipped to handle basic first aid and will seek immediate veterinary care if a pet requires medical attention during service.

17.3. Contingency Planning

• Backup Services: Luna Care maintains a network of backup resources and providers to ensure continuity of service in emergencies that may temporarily disrupt normal operations.
• Equipment and Supplies: Essential equipment and supplies necessary for emergency response are regularly maintained and readily accessible to staff.

17.4. Client Communication

• Timely Updates: Clients will receive timely updates regarding any changes to scheduled services due to emergencies, including rescheduling options or alternative arrangements.
• Client Consent: In situations where immediate action is necessary for pet safety (e.g., medical emergencies), Luna Care will proceed with necessary actions after informing and obtaining consent from the client or their designated emergency contact.

17.5. Training and Preparedness

• Staff Training: Our team undergoes regular training and drills to ensure they are prepared to respond effectively to emergencies while prioritizing pet safety and welfare.
• Policy Review: This policy is reviewed and updated periodically to incorporate lessons learned from drills, feedback from clients, and changes in emergency response best practices.

For questions about our Emergency Preparedness Policy or to discuss specific concerns, please contact us at [email protected]. We are committed to safeguarding your pets and providing reliable care during unexpected situations.

By adhering to our Emergency Preparedness Policy, Luna Care aims to ensure the safety, security, and well-being of your pets in all circumstances. Thank you for entrusting us with the care of your beloved companions.

18. Promotional and Blue Light Discount Policy

This Promotional and Blue Light Discount Policy (“Policy”) is a legally binding agreement between Luna Care (“Company”) and any customer (“Client”) redeeming promotional or Blue Light discount offers (“Offers”). By redeeming an Offer, the Client agrees to the terms of this Policy in full. This Policy applies automatically to all Offers issued by Luna Care and is available upon request.

18.1. Eligibility for Blue Light Discounts

• Blue Light Card Requirement: Blue Light discounts are exclusively available to Clients who present a valid Blue Light Card (physical or virtual) at the meet-and-greet. Verification is required, and no retroactive application of the discount is permitted.

18.2. Exclusive Applicability of Offer Terms

• Specificity of Terms: Each Offer’s terms, including eligibility and limitations, are strictly as stated in promotional material. Luna Care is under no obligation to honour expired Offers or provide terms not explicitly stated.
• Non-Combination of Offers: Blue Light discounts and other promotional discounts cannot be combined with any other offers, including referral or loyalty programme discounts.

18.3. Scope and Application of Discounts

• Invoice-Specific Application: Unless otherwise specified, Blue Light discounts apply only to the first invoice issued following Offer redemption.
• Service Eligibility Limitations: Clients are responsible for confirming the specific services covered by each Offer prior to booking.
• Redemption Notification: Clients must specify which promotional offer they are redeeming before the booking confirmation email is received. If the offer is mentioned after the booking confirmation has been sent, the discount will not be applied.

18.4. Area-Specific Availability and Selection Criteria

• Selection Criteria: If an Offer states “selected,” Luna Care reserves the right to set and modify eligibility based on specific postcodes, geographic areas, and/or days of the week. Eligibility may vary depending on operational needs, location, and service schedules.
• Day and Location-Based Availability: Discount eligibility may depend on the day of the requested service and the postcode or area where services are provided. Luna Care may accept or decline discount requests based on the Client’s postcode, requested day, and service availability. There is no guarantee that discounts will be available for all areas or on all days.

18.5. Availability of Spaces

• Inherent Limitations: Clients understand that due to operational constraints, spaces for Offers are inherently limited. Luna Care retains the discretion to determine the number of available slots for any promotional Offer. The Company may adjust the number of available slots as needed to ensure the quality of service provided.

18.6. Duration of Offers and Expiry

• Non-Retroactive and Expiry: Each Offer’s valid period is as stated. Expired or withdrawn Offers cannot be redeemed.
• Right to Modify: Luna Care may modify, suspend, or cancel any Offer at any time. Updates will be posted on the Company’s website and social media platforms.

18.7. Dispute Resolution

• Internal Handling of Disputes: Any disputes related to this Policy or a specific Offer will be handled by Luna Care’s in-house team, following procedures in the main Company policy document. Clients agree to this resolution process as a prerequisite for Offer redemption.
• Requesting Review by Higher Authority: If a Client is unsatisfied with the initial dispute process, they may request a review by a higher authority within Luna Care. All concerns will be reviewed thoroughly.

18.8. Non-Transferability and Single Use Per Household

• Non-Transferable: Offers are non-transferable and limited to the original Client or Blue Light Card holder within the household.
• Single Use Per Household: Offers, including Blue Light discounts, are limited to one use per household unless explicitly stated otherwise.

18.9. Legal Binding Effect and Jurisdiction

• Binding Agreement: Redeeming an Offer confirms acceptance of this Policy as a legally binding contract.
• Jurisdiction: This Policy shall be governed by the laws of England and Wales, and disputes will be resolved in this jurisdiction.

19. Booking Terms and Conditions Acknowledgment

By booking with Luna Care, you agree to the terms and conditions stated above unless stated otherwise. These terms govern the provision of pet care services by Luna Care and include policies on cancellation, referral programs, loyalty rewards, complaints handling, and other aspects outlined in our service agreements and policies. Your booking constitutes acceptance of these terms and conditions, which may be updated periodically to reflect changes in service offerings or regulatory requirements.

For any clarifications or queries regarding these terms, please contact us at [email protected].

Thank you for choosing Luna Care for your pet care needs.