Pet Care & Emergency Policy

Pet welfare and the safety of animals, customers, carers and the public guide our decisions. PetBond aims to follow the agreed routine while responding reasonably to the animal and conditions encountered. We may pause, adapt or stop care if continuing appears unsafe or contrary to the animal’s welfare.

A meet and greet may be required to discuss routine, temperament, handling, access, equipment and known risks. PetBond may decline a request where the service is outside our capabilities, the arrangements are unsuitable, or risks cannot reasonably be managed. A meeting does not itself confirm a booking.

Tell us about all medication and relevant care needs before confirmation. Provide clear written instructions, correctly labelled medication and any necessary equipment. PetBond will only accept medication tasks that have been discussed and considered suitable; we do not claim veterinary expertise. Changes must be communicated promptly and accepted before they form part of the service.

• Disclose aggression, reactivity, guarding, bite history, anxiety, escape behaviour and relevant triggers.
• Explain safe handling, separation and household arrangements.
• Tell us about recent illness, injury or material behavioural change.
• Do not place PetBond or another person or animal at avoidable risk by withholding information.

Customers should provide safe, suitable and correctly fitted leads, collars, harnesses, carriers, identification, food, medication and other agreed supplies. Tell us about known defects or special handling requirements. PetBond may decline to use equipment that appears unsafe.

Before care begins, PetBond may ask for a reachable customer or emergency contact, the animal’s usual veterinary practice and relevant instructions. Keep these details current and identify any limits or preferences that should guide decisions, while recognising that immediate welfare needs may require a proportionate response.

We will make reasonable efforts to contact you or the emergency contact. If delay appears likely to place an animal at material risk, PetBond may seek appropriate veterinary advice or assistance. Any authority to approve non-urgent treatment or significant expenditure should be agreed beforehand. Responsibility for reasonable emergency costs depends on the circumstances and applicable law.

Heat, storms or other severe conditions may make the planned activity unsafe. PetBond may shorten, delay, relocate or replace an outdoor activity with an appropriate welfare-focused alternative after considering the animal’s needs. We will communicate material changes where reasonably possible.

Care may be paused or stopped where there is an uncontrolled animal, unsafe person, hazardous property, infectious concern, dangerous equipment or another immediate risk. PetBond will try to contact you and explain what is needed before care can safely continue.

Provide accurate entry, alarm and security instructions and ensure agreed access is available. If access is unavailable or appears unsafe, PetBond may be unable to provide the service. We will try to contact you, but do not guarantee that delayed or missed care can be replaced at short notice.

PetBond aims to communicate clearly during care. Updates, photographs, walk tracking or other documentation may be provided where appropriate and agreed, but they are not guaranteed automated or live-monitoring services. Detailed care information is shared only where needed for the service.

Safe care depends on timely, honest information and practical preparation from the customer, together with reasonable care, communication and professional judgement from PetBond. Raise any concern promptly so it can be assessed before the next visit or stay.