Terms of Service – Lowveld Sitters

Last updated: December 2025

Welcome to Lowveld Sitters. By booking our services, you agree to the terms outlined below. These terms protect both you and our sitters, and ensure a smooth, professional pet and home-sitting experience.

1. Bookings & Payment

  • Payment is due within 7 days after the sit is completed.

  • A 30% non-refundable deposit is required for all sits longer than 7 days, and in December

  • Bookings are subject to sitter availability

2. Cancellations & Refunds

We understand that plans can change. Our cancellation policy is designed to be fair for both clients and sitters:

  • More than 7 days before the start date:
    No cancellation fee. The deposit (if applicable) remains non-refundable.

  • 3–7 days before the start date:
    A cancellation fee of 25% of the total sit fee may apply.

  • Within 48 hours of the start date:
    A cancellation fee of 50% of the total sit fee may apply.

  • If the sitter needs to cancel due to emergency or illness, Lowveld Sitters will make every reasonable effort to arrange a replacement.

3. Liability & Responsibility

  • Our sitters take great care when looking after your home and pets.

  • The Agency is not responsible for accidental damages, losses, injuries, or unforeseen events that occur during the sit.

  • Clients are responsible for ensuring their home is safe, secure, and in good working condition before the sit begins.

4. Emergencies

  • Your sitter will contact you immediately if any emergency occurs involving your home or pets.

  • If you cannot be reached, sitters will follow any pre-arranged instructions you have provided.

  • If no instructions are available, the sitter will follow the Agency’s emergency protocol.

  • Any costs arising from emergencies (e.g., vet bills, repairs) remain the responsibility of the client.

5. Pet Care

  • Sitters will follow your instructions regarding feeding, medication, exercise and daily routines.

  • Sitters are not responsible for veterinary treatment unless you have provided explicit written or verbal authorisation.

  • Clients must provide sufficient pet food, medication and supplies for the entire duration of the sit.

6. Access & Security

  • Clients must provide working keys, remotes, codes or access details.

  • Sitters will keep all access information confidential and secure.

  • Clients remain responsible for the condition and function of alarms, electric fences, gates, and locks.

7. House Rules

  • Sitters will follow your house rules, including any guidelines about appliances, guests, smoking, noise levels, sleeping arrangements, etc.

  • Please report any misconduct to the Agency as soon as possible so we can address it quickly and professionally.

8. Privacy Policy

Your privacy matters to us. This policy explains how we collect, store and use your information.

Information We Collect

  • Your contact details (name, email, phone number)

  • Home access information (keys, codes, remotes)

  • Pet information and care requirements

  • Booking and payment information

How Your Information Is Used

  • To manage your booking

  • To assign a sitter

  • To follow your instructions regarding home and pet care

  • To contact you during or before the sit

How We Share Information

  • Information is only shared with your assigned sitter(s) for the purpose of completing your booking

  • We do not sell or distribute your information to any third party

  • Information may be shared only when required by law

Data Protection

  • Access details are handled responsibly and never shared outside of your sitter and the Agency

  • We will delete or anonymise your information upon request, unless we are required to keep it for legal or accounting reasons

9. Service Limitations

  • Sitters cannot perform professional maintenance or trades (plumbing, electrical work, etc.).

  • Sitters are not responsible for pre-existing home issues or faults (e.g., broken gates, faulty alarms, damaged appliances).

10. Safety & Behaviour

  • Sitters/The Agency reserve the right to decline or end a sit if a pet displays aggressive or unsafe behaviour.

  • Clients must inform the Agency of any behavioural concerns in advance.

11. Photos & Updates

  • Sitters may send photos or updates of your pets during the booking.

  • We will never use these photos for marketing unless you give us permission.

12. Delayed Return

If you return later than agreed, an additional fee may be charged based on the extra hours or days required.

13. Acceptance of Terms

By booking with Lowveld Sitters, you confirm that you have read, understood and agreed to these Terms of Service and our Privacy Policy.

For questions or assistance, please contact us at woof@lowveldsitters.co.za or via WhatsApp.