1.     Introduction and Definitions Welcome to our comprehensive booking contract. This document serves as a contractual agreement outlining the terms and conditions under which bookings for pet services can be made, modified, or cancelled. It aims to establish a transparent and equitable framework that safeguards the interests of both the service providers and the customers. This contract is facilitated through Lupa Pets Ltd, a third-party booking service provider. By making a booking through Lupa Pets Ltd, you agree to abide by the terms set forth in this contract. Definitions Provider: Refers to us (the entity you are booking an appointment with) or any individual or company providing services under this brand. The Provider is the entity with which the customer enters into a service agreement. Lupa Pets Ltd: A third-party booking service provider that facilitates the booking process between the Provider and the Customer. Customer: Any individual or entity making a booking for pet services. The Customer is responsible for complying with the terms of this contract. The Customer will also have a contract with Lupa Pets Ltd for access to the Lupa Pets website and booking platform. Services: The range of pet services offered by the Provider, which may include but are not limited to veterinary care, grooming, boarding, walking, and daycare. Booking Channels: The various methods through which a Customer can make a booking, such as the Lupa Pets Ltd website, mobile application, or direct contact with the Provider. Confirmation Method: The method by which a booking is confirmed, typically via email or SMS. Communication Channels: The platforms through which Providers and Customers can expect to receive communications, including but not limited to email, SMS, and in-app notifications from Lupa Pets Ltd.   2.     Scope of Services This section outlines the variety of pet services offered by the Provider that can be booked through Lupa Pets Ltd.’s platform. Our aim is to provide a comprehensive suite of services to meet the diverse needs of pet owners. The services are designed to be both high-quality and customer-centric, ensuring the well-being of your pets. Customization and Special Requests: We understand that each pet is unique and may have specific needs or preferences. Therefore, many of our services can be customized upon request. Please discuss any special requirements with the Provider at the time of booking. Quality Assurance: All services offered through the Provider meet the industry standards and are performed by qualified professionals. We adhere to all regulations and guidelines set forth by relevant governing bodies to ensure the safety and well-being of your pets. By booking any of the services listed above through Lupa Pets Ltd, you acknowledge and agree that the actual service will be provided by the Provider and not by Lupa Pets Ltd. Lupa Pets Ltd serves solely as a facilitator for the booking process.   3.     Booking Process The following outlines the steps to secure a service appointment with the Provider via Lupa Pets Ltd.’s platform or through direct contact methods such as in-person visits or phone calls. Our booking process is designed to be straightforward and user-friendly, ensuring a seamless experience for all pet owners. Initial Inquiry: Browse Services: Visit Lupa Pets Ltd.’s platform or contact the Provider directly to browse through the range of services offered. Select Service: Choose the specific service you require for your pet. If you have any special requests or need customization, make a note of it for later discussion with the Provider. New Customers: If you are a new customer, you may be contacted by the Provider for further clarification and a pre-screening to ensure the selected service is appropriate for your pet's needs. Booking Confirmation: Availability Check: Once you've selected a service, check the availability for your preferred date and time. If the slot is available, you can proceed to submit a booking request; otherwise, alternative slots will be suggested. Provider Contact: After receiving your booking request, the Provider may contact you to discuss any special requirements or to answer any questions you may have. Booking Approval: Your appointment is not confirmed until the Provider approves the booking request. You will be notified of this approval via email, phone calls, text messages, or other methods as determined by the Provider. You may first receive a booking acknowledgement, which is not legally binding, before your booking request is approved and confirmed. Payment Details: Upon booking confirmation, you will be prompted to enter your payment information as directed. Note that the payment process and options are determined by the Provider and facilitated through Lupa Pets Ltd.’s platform for your convenience. Pre-Appointment: Preparation Guidelines: Prior to the appointment, you may receive guidelines on how to prepare your pet for the service, if applicable. Reminder: A reminder may be sent 24-48 hours before the appointment time to ensure you don't miss it. Contractual Agreement: By submitting a booking request through Lupa Pets Ltd or directly with the Provider, you are expressing an intent to enter into a contractual agreement with the Provider for the provision of the selected service, on the basis of this contract. This contract is not finalized until the booking request is confirmed by the Provider. Lupa Pets Ltd serves only as a booking facilitator and is not a party to this contract. The Provider is responsible for the Services, and Lupa Pets Ltd has no responsibility or liability for, or in respect of, the Services.   4.     Communications The Provider, in coordination with Lupa Pets Ltd, reserves the right to communicate with you on matters directly related to your appointment. This includes, but is not limited to: Appointment confirmations Modifications to the appointment or service Updates on the service you've booked Reminders leading up to the appointment Requests for reviews or feedback Follow-up communications post-appointment Communication Channels: The channels for these communications may include email, phone calls, text messages, or other methods as determined by the Provider. It is your responsibility to monitor these channels and to keep your contact information up to date to ensure timely and accurate communications. Customer Responsibility: You are responsible for monitoring these communication channels and for updating any changes in your contact information through the Lupa Pets Ltd platform or by informing the Provider directly. Failure to do so may result in missed communications, for which the Provider and Lupa Pets Ltd cannot be held responsible.   5.     Price, Deposits, and Fees 1.       Service Price Estimates and Changes All prices communicated during the booking process, whether over the phone, through the website, app, or other means, are to be considered indicative estimates. The Provider reserves the right to change these prices but must communicate any changes in the price estimate to the customer. Prior to proceeding with the appointment, a verbal or written agreement from the customer regarding the new price is required. If there is an increase in the price, the customer has the right to cancel the appointment without any charge and receive the deposit back in full. This clause supersedes any other clauses relating to deposits, cancellations, or amendment policies contained within this contract. 2.       Deposits The Provider may require a deposit for securing appointments, the amount of which will be specified on the booking form. Please note that deposit amounts are subject to change and may vary depending on the service booked. Refund of Deposits and Payments: Deposits and payments must be refunded if cancellations or rescheduling occur within the limitations outlined in the Cancellation and Rescheduling sections. Deposits and payments are refundable at the discretion of the Provider if cancellations or rescheduling occur outside the limitations set forth in the Cancellation and Rescheduling sections of this document. 3.       Third-Party Payment Providers: Payments may be facilitated through third-party payment providers integrated with the Lupa Pets Ltd platform. The Provider and Lupa Pets Ltd accept no liability for the services provided by these third-party payment providers. Any fees charged by these third-party providers should be made transparent at the time of booking. Additional fees may apply for certain payment methods (e.g., American Express). These fees must be made transparent at the time of booking.   6.     Cancellation and Rescheduling by Providers The Provider reserves the right to cancel or reschedule appointments at their discretion. While the Provider aims to give as much notice as possible, circumstances may arise that require immediate action. The Provider will make every effort to notify you via the communication channels specified in the Communications section. In the event of a cancellation or rescheduling by the Provider, options for rebooking or refunds will be communicated to you. The Provider, in coordination with Lupa Pets Ltd, will make every effort to accommodate your needs within the constraints of availability and service provision.   7.     Cancellation and Rescheduling by Customers Customers have the right to cancel or reschedule appointments, subject to the Provider's policies. Notice Period for Cancellation by Customer: 48h Notice Period for Rescheduling by Customer: 48h Failure to cancel or reschedule within the Provider's specified notice period may result in cancellation fees, as determined by the Provider. It is your responsibility to be aware of these terms, which will be communicated to you at the time of booking and are available for review on the Lupa Pets Ltd platform. While the Lupa Pets Ltd platform is the preferred method for making modifications to appointments, customers may also cancel or reschedule through phone, email, or in person. The Provider has the discretion to choose which channels are acceptable for cancellations or rescheduling but must communicate this clearly to the customer.   8.     Late Arrivals and No-Shows Punctuality is crucial for the smooth operation of the Provider's services. If a customer arrives late for an appointment, the Provider reserves the right to either: Shorten the duration of the service to fit within the remaining time slot, with no adjustment to the service fee. Reschedule the appointment to another time or day, subject to availability. Customers arriving more than 15 minutes late may be considered "No-Shows" and their appointment may be cancelled at the discretion of the Provider. Customers who fail to show up for their appointment without appropriate notice will be considered "No-Shows." The Provider reserves the right to: Retain any deposit payments made prior to the scheduled appointment. Refuse future service to repeat offenders. All late arrivals and "No-Shows" will be documented and may affect future bookings through the Lupa Pets Ltd platform.   9.     Ethical and Professional Standards Legal Compliance: The Provider is solely responsible for ensuring that they meet all legal standards and requirements necessary to operate their services. This includes, but is not limited to, obtaining all necessary licenses, adhering to health and safety regulations, and complying with animal welfare laws. Transparency: Upon request, the Provider must be able to furnish proof of compliance with legal standards, including but not limited to, licenses, certifications, and other relevant documents. Ethical Conduct: The Provider is expected to conduct all services in an ethical manner. This includes treating all pets with kindness and respect, providing services as described, and maintaining a professional demeanour with customers. Non-Abusive Behaviour: The Provider must not engage in any form of abusive behaviour, including but not limited to, verbal, physical, or emotional abuse towards pets or customers. Discrimination based on race, gender, religion, nationality, disability, or sexual orientation is strictly prohibited. Breach of Standards: Any breach of these ethical and professional standards is grounds for immediate termination of the booking contract. In such cases, the affected party is entitled to payment in full for services rendered or not rendered. Lupa Pets Ltd Oversight: Lupa Pets Ltd reserves the right to remove any Provider from its platform who is found to be in violation of these standards, in addition to any other remedies available under law.   10.Customer Ethical and Professional Standards Respectful Conduct: Customers are expected to treat the Provider, their staff, and other pets with respect and courtesy at all times. Transparency: Customers must provide accurate and complete information regarding their pet’s health, behaviour, and needs. Failure to do so may result in immediate termination of the booking contract without refund. Non-Abusive Behaviour: Customers must not engage in any form of abusive behaviour, including but not limited to, verbal, physical, or emotional abuse towards the Provider, their staff, or other pets. Discrimination based on race, gender, religion, nationality, disability, or sexual orientation is strictly prohibited. Compliance with Policies: Customers are expected to comply with all policies and procedures outlined by the Provider and Lupa Pets Ltd, including but not limited to, cancellation policies, payment terms, and health and safety guidelines. Breach of Standards: Any breach of these ethical and professional standards is grounds for immediate termination of the booking contract. In such cases, the Provider is entitled to payment in full for services rendered up to the point of termination and may be exempt from issuing any refunds. Lupa Pets Ltd Oversight: Lupa Pets Ltd reserves the right to remove any Customer from its platform who is found to be in violation of these standards, in addition to any other remedies available under law.   11.Medical and Health Information The well-being of your pet is our utmost priority. To ensure the highest quality of care, it is essential for the Provider and Lupa Pets Ltd to be informed of any medical and health-related conditions that may affect or be affected by the services rendered. Requirements for Sharing Information: Customers are required to disclose all relevant medical and health information about their pets at the time of booking or during the pre-screening process. This may include, but is not limited to, allergies, sensitivities, behavioural issues, and any existing medical conditions. Use of Information: This information will be used solely for the purpose of providing tailored care and services to your pet. It may also be used to take necessary precautions or to refuse service if the Provider deems it unsafe to proceed without professional veterinary consultation. Storage of Information: All medical and health information will be securely stored in compliance with applicable data protection laws. This data will be stored safely with a third-party cloud service provider as chosen by Lupa Pets Ltd. Only authorized personnel will have access to this information. Confidentiality: Both the Provider and Lupa Pets Ltd are committed to maintaining the confidentiality of your pet's medical and health information. We will not share it with any third parties without your explicit consent, except as required by law or in emergency situations. Lupa Pets Ltd will adhere to all data protection regulations and follow the privacy policy as stated on their website. Updates: It is the customer's responsibility to update the Provider and Lupa Pets Ltd with any changes to their pet's medical and health information. Failure to do so may result in suboptimal service and could pose risks to your pet.   12.Data Handling and Privacy Data Storage: All customer and pet data, including but not limited to personal information, medical records, and booking history, will be securely stored by Lupa Pets Ltd. Privacy Policy: The handling, use, and disclosure of this data will be in strict accordance with the Privacy Policy of Lupa Pets Ltd, which can be found on the Lupa Pets Ltd website. By booking services through the Lupa Pets Ltd platform, Customers consent to the collection and use of their data as outlined in this Privacy Policy. Third-Party Service Providers: Lupa Pets Ltd may employ third-party companies and individuals to facilitate our Service ("Service Providers"), to provide the Service on our behalf, or to assist us in analysing how our Service is used. These third parties have access to your Personal Data only to perform these tasks on our behalf and are obligated not to disclose or use it for any other purpose. Data Security: Lupa Pets Ltd is committed to ensuring that your data is secure. In order to prevent unauthorized access or disclosure, we have put in place suitable physical, electronic, and managerial procedures to safeguard and secure the information we collect online. Data will be stored safely with a third-party cloud service provider as chosen by Lupa Pets Ltd. Legal Compliance: Lupa Pets Ltd is committed to complying with all applicable data protection and privacy laws. Customers have the right to access, correct, or delete their personal data held by Lupa Pets Ltd. Provider Access: The Provider will have limited access to customer data necessary for the provision of booked services. This access is granted under the condition that the Provider adheres to the data handling and privacy terms set forth by Lupa Pets Ltd. By booking services through the Lupa Pets Ltd platform, Customers agree to the data handling procedures outlined in this section.   13.Liability and Disclaimers By booking services through the Lupa Pets Ltd platform, you agree to the collection, storage, and use of your pet's medical and health information as described in this section.   General Limitation of Liability: The Provider and Lupa Pets Ltd aim to offer services of the highest quality and take all reasonable precautions to ensure the safety and well-being of your pet. However, by using these services, you acknowledge and agree that the inherent risks and uncertainties associated with pet care services cannot be completely eliminated. Therefore, neither the Provider nor Lupa Pets Ltd shall be liable for any loss, damage, or harm to your pet or property unless it results from fraud, wilful misconduct, or gross negligence on the part of the Provider. Consumer Rights: Nothing in this contract shall affect your statutory rights as a consumer under UK and international consumer protection laws. You have legal rights in relation to services that are not performed with reasonable care and skill or are otherwise not as described. Animal Welfare: The Provider is committed to adhering to all applicable animal welfare laws and regulations. Any harm or discomfort caused to the pet due to failure to comply with these laws may result in liability on the part of the Provider. Human Error: While every effort is made to minimize errors, you acknowledge that human error is always a possibility. Except where required by law, the Provider and Lupa Pets Ltd shall not be liable for any harm resulting from such errors. Legal Remedies: In the event of a dispute, you agree to first attempt to resolve the issue through the dispute resolution process outlined in this contract. If a resolution cannot be reached, you retain the right to seek legal remedies as governed by the laws of the United Kingdom.   14.Dispute Resolution Initial Steps: In the event of a dispute arising out of or in connection with the services booked through the Lupa Pets Ltd platform, both the Customer and the Provider are encouraged to resolve the matter amicably between themselves in the first instance. Escalation to Lupa Pets Ltd: If a resolution cannot be reached, either party may escalate the issue to Lupa Pets Ltd for mediation. While Lupa Pets Ltd will make reasonable efforts to facilitate a resolution, it is not obligated to resolve the dispute. Legal Remedies: If the dispute remains unresolved, this contract is governed by English law. Wherever you live, you can bring claims against the Provider in the English courts and if you live in Wales, Scotland or Northern Ireland, you can also bring claims against the Provider in the courts of the country you live in. The Provider can claim against you in the courts of the country you live in.   15.Amendments and Updates Notification: The Provider reserves the right to amend or update this Booking Contract at any time. Any changes will be communicated via email or through notifications on the Lupa Pets Ltd platform. Effective Date: Amendments will become effective immediately upon being posted on the Lupa Pets Ltd platform, unless otherwise stated. Continued use of the platform after any such changes shall constitute consent to such changes.