TERMS | CONDITIONS | PROCEDURES

Welcome to Pet and House Sitter (Pty) Ltd.

We are the Petters, you are the Pawrent, and your pets our Furry Frens! Thank you for trusting us with your Furry Frens since 2013. The Pawrent acknowledge, understand, assure, attend, or provide the following:

Always visit www.petandhousesitter.co.za before every booking to stay updated with the most recent terms, conditions, procedures, services and pricing.

The Pawrent Information Form is completed accurately, and the information is up to date with every booking.
The Pawrent Information Form is editable. Please save your submission email to make future changes and keep your information current.
The Pawrent Information Form is required to proceed with the booking process.
Complete all booking information accurately because the Booking Form is used for invoicing.
Feedback Policy: Upon completion of both the Pawrent Information Form and the Booking Form, please allow up to 48 hours for feedback.
Booking requests and allocations are made based on our Petters availability. Petters nominate themselves on a first-come, first-serve basis. However, Pet and House Sitter promote and encourages relationship building between Petters and Pawrents. The Pawrent has an option to select a preferred Petter when completing the Booking Form. Our internal process will be followed, while prioritizing our 48-hour Feedback Policy over preference.
If feedback through WhatsApp is not received from one of our Petters within 48 hours of submitting the Booking Form, it unfortunately indicates that no Petter allocation could be made at this time. Requests for dates scheduled well in advance will be placed on a waiting list. Please note, we cannot guarantee future availability of our Petters.
If a Petter is available, you will be contacted through WhatsApp within 48 hours after submitting your Booking Form.
After Petter availability has been confirmed, an invoice will be sent via email and, or WhatsApp within 48 hours.
Full payment must be made within 48 hours of receiving the invoice to finalize the booking and allocate the Petter. No Petter allocations will be made without receiving full payment.
Please email (pahs.petter@gmail.com) and, or WhatsApp (084 084 0370) the proof of payment to us.
Our banking details will be reflected on the invoice.
Refunds are not provided for cancellations, early returns or incorrect booking details. Furthermore, payments cannot be applied to future bookings. Any cancellations prevent our Petters from pursuing other opportunities.
The initial introduction meeting is compulsory for all new Petter and Pawrent allocations at the relevant cost.
To avoid extra costs for the Pawrent, we recommend combining the introduction meeting and key exchange one or two days before the Petter begins with the service.
Normal rates will apply for key collection, or any other request made by the Pawrent before service.
The introduction meeting for prior allocations (same Pawrent and Petter) is optional.
If key collection by the Petter is not needed before service, there are no extra costs.
If, within 48 hours after the initial introduction meeting, either the Petter or the Pawrent decides not to continue with the service, Pet and House Sitter, the Petter, and Pawrent are no longer obligated to provide or receive further services. Pet and House Sitter will attempt to find a replacement Petter, if possible, but cannot guarantee someone will be available. If a replacement Petter cannot be found, the Pawrent will be refunded the amount they paid, minus the fee for the introduction meeting and, or key collection visit. In these very rare circumstances, substantial evidence must be provided why the parties decided to cancel the service.
If the Petter finds that the Pawrents' house is in much worse condition than during the initial introduction meeting, Pet and House Sitter will intervene and respond accordingly. Pet and House Sitter’s actions may include but are not limited to the following: hire a cleaning agency, ask the Pawrent to make cleaning arrangements, offer an alternative service until the conditions have been restored, or cancel the booking entirely without a refund.
Once payment has been completed, primary communication will occur between the Petter and the Pawrent. Should any issues or concerns arise during the service, please contact Pet and House Sitter immediately for prompt assistance. We kindly request that feedback is shared during the service period rather than after its conclusion. Our mission is to allow our Pawrents to escape from the everyday life knowing that their Furry Frens and house are in safe hands.
Please provide your Furry Fren's veterinary documentation and immunisation records to the Petter during the initial introduction meeting, and, or service start date.
The Pawrent will be held liable for any medical expenses if a Petter incurred an injury caused by a Furry Fren, such as a dog bite.
Enclose all possible escaping areas for your Furry Frens. Please consider how your Furry Frens react to all weather circumstances and loud noises.
Enough Furry Fren food, treats and medicine are provided. The Pawrent and Petter must make their own payment arrangements for any additional costs incurred by the Petter while providing the services, such as purchasing pet food or medication at the Petter’s own expense. These costs are not included in the booking process or initial invoice.
Limit the number of items in fridges and freezers to reduce potential losses caused by unexpected electrical problems.

24-7 access and multiple access points to the property are granted. All relevant keys must be given to the Petter.
Please consider the effect of loadshedding and unexpected electrical problems on electric motor gates, garages, fridges and freezers.
Any extra service requests from Pawrents should be made at least 48 hours in advance and submitted as a new booking request. If the Pawrent fail to do this, and the Petter cannot perform any additional requests, this will fall within the scope of the indemnity that forms part hereof. Payment for the additional services is required immediately.
The normal day rates will apply if Petters check out after 10:00 (applies only to our House-Sitting services).
The services rendered by Pet and House Sitter, and the Petters, are not those of a veterinary, maintenance, gardening, swimming pool, property protection, armed response or safety guard entity or company. Pet and House Sitter focus mainly on the love, care and attention of your Furry Frens. We will always assist in emergencies, given its limitations, and falling within the scope of the indemnity that forms part hereof. Buying Furry Fren food and medicine, watering indoor pot plants, adding pool chemicals are typical examples of tasks Petters can perform.
Pet and House Sitter, and the Petters, shall not be liable for any damages which may arise as a result of, but not limited to, the following: strikes, lockouts, fires, floods, earthquakes, weather storms, riots, events which can be otherwise known as force majeure, or vis major, or any other act which is beyond the control of Pet and House Sitter, and the Petters.
The Petters take photos and videos of the Pawrents Furry Frens as primary communication method. The photos and videos taken off Furry Frens by Petters may be used as marketing material on Pet and House Sitters social media platforms. Confidentiality of Pawrents information will always remain.
Furthermore, the Petters take videos of the house and surroundings, solely for the purpose of addressing service-related problems. The Petter are not allowed to share the videos of the house and surroundings with anyone else but Pet and House Sitter. These videos will be deleted within 48 hours after the service is provided.
The Pawrent must inform the Petter about any cameras, voice recorders, or similar devices before providing the service.
Claims of unsatisfactory service, losses and, or damages resulting from the Petter’s negligent actions must be supported by physical evidence submitted within 48 hours after service. After 48 hours of service, the credibility of such claims may be diminished and lose significance. Pet and House Sitter will review the evidence, and its actions may include but are not limited to the following: issue a warning or terminate the Petter's Service Level Agreement with immediate effect, approve a certain amount of refund to the Pawrent.
If two separate Pawrents decides to leave their Furry Frens at one property, each Pawrent must complete their own Booking Form as if it was two separate bookings. Both Pawrents will receive their own invoices.
At the end of the service, the Petter returns the keys to the Pawrent at no cost. To avoid extra visits, the Petter may request to leave the keys at a pre-arranged location on the last day, or visit.
Please rate our services after completion to help us improve.
Pet and House Sitter do not get involved in, nor take any percentage of, tips given to the Petter. The Petter and Pawrent must make payment arrangements directly between themselves.
Pet and House Sitters website and all documents are the proprietary and copyrighted material of Pet and House Sitter (Pty) Ltd. No part of the website and documents may in any form or by any means (including without limitation: electronic, mechanical, photocopying, recording or otherwise) be used, copied, reproduced, amended, adapted, or transmitted without the prior written consent of Pet and House Sitter (Pty) Ltd.
The content of the forms and documents will be treated with confidentiality and only in accordance with the purpose of which it is intended for. Pet and House Sitter acknowledge the fact that this information may not be shared with third parties and Pet and House Sitter herein will not accept accountability or legal liability based on this document and attachments due to non-compliance of the Protection of Personal Information Act (POPI), Act 4 of 2013.

BOOKING PROCESS AND SERVICING

All steps should be completed in sequence.

STEP 1 | Terms, conditions, procedures, services and pricing

STEP 2 | Pawrent Information Form

STEP 3 | Booking Form

STEP 4 | Petter availability

STEP 5 | Payment

STEP 6 | Introduction meeting and key arrangements

STEP 7 | Servicing

STEP 8 | Key arrangements

STEP 9 | Rate Our Services Form

LATEST VERSION: JANUARY 2026

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