TERMS & CONDITIONS

Last updated: 08/09/2026

Welcome to CatMax Sussex. These Terms & Conditions explain how my cat-sitting service works and what you can expect from us.

By booking my services, you agree to these Terms & Conditions.

1. About CatMax Sussex

CatMax Sussex provides cat-sitting and home-visit services for cats in East Grinstead.

My aim is simple: to make sure your cats are safe, cared for and comfortable in their own home while you are away.

For the purposes of these Terms & Conditions:

“We”, “us”, “me” or “CatMax Sussex” means the person providing the cat-sitting service.
“You” or “the customer” means the person booking and paying for the service.
“Your cat(s)” means the cat or cats receiving care.
“Visit” means an agreed visit to your home to provide the services discussed and agreed with you.

2. Booking our services

Before your first booking, we will arrange a conversation and, where appropriate, a visit to your home.

During this process, we will discuss:

the dates and times you need;
how often your cat should be visited;
feeding arrangements;
fresh water;
litter trays;
playtime and interaction;
medication or other special requirements;
access to your home;
emergency contacts;
any other instructions that are important for your cat’s care.

A booking is confirmed once we have agreed the arrangements, including the dates, services and price.

We may ask you to provide written confirmation of the agreed arrangements.

3. Your cat’s information

You must give us accurate and complete information about your cat and anything that may affect their care.

This includes telling us about:

medical conditions;
medication;
allergies;
behavioural problems;
fear or aggression;
escape or door-dashing behaviour;
dietary requirements;
previous incidents;
veterinary details; and
anything else that could reasonably be important for the safety and wellbeing of your cat.

Please do not assume that something is too small or unimportant to mention. If you think we should know about it, please tell us.

4. Your home and access

You are responsible for providing safe and reliable access to your home.

Before the first visit, you must provide any keys, codes or other access arrangements that we need.

Please make sure that:

doors and windows can be securely closed;
the home is reasonably safe for us to enter and work in;
any alarm or security system is explained to us;
we know how to access food, litter, medication and other necessary supplies; and
we know how to contact you if there is a problem.

We will take reasonable care of any keys or access information provided to us and will not share them with anyone else unless this is necessary for an agreed emergency arrangement.

5. What is included in a visit?

The exact service will depend on your cat’s needs and the arrangements agreed with you.

A typical visit may include:

feeding your cat;
providing fresh water;
cleaning litter trays;
spending time with your cat;
play and enrichment;
grooming where agreed and appropriate;
checking that your cat appears well;
checking the immediate area around your cat;
bringing in post or taking out bins where agreed; and
sending you a photo or video update.

We understand that every cat is different. Some cats want to play, some want a fuss, some prefer a quiet presence and some may decide that hiding underneath the bed is the day’s main activity.

We will respect your cat’s personality and will never force interaction.

6. Daily updates

Where included in your booking, we will send you a photo or video update each day.

Updates will normally be sent during UK daytime hours.

We will do our best to provide a useful update about how your cat is doing, but a photo or video cannot replace professional veterinary assessment.

7. Veterinary care and emergencies

We will take reasonable care to notice signs that your cat may be unwell or injured.

If we believe your cat requires veterinary attention, we will try to contact you using the emergency contact details you have provided.

If we cannot reach you and we reasonably believe that urgent veterinary treatment is necessary, you authorise us to seek appropriate veterinary assistance for your cat.

You are responsible for any veterinary, medication, transport or other costs associated with your cat’s treatment.

We cannot guarantee that illness, injury or other emergencies will not occur while you are away.

8. Medication and special care

We can discuss administering medication or providing additional care where this is practical and agreed in advance.

You must provide clear instructions and any necessary medication.

We cannot be responsible for complications arising from incomplete or inaccurate instructions.

If your cat requires specialist medical care beyond what we have agreed, we may ask you to arrange appropriate professional or veterinary care.

9. Cats escaping or going missing

You must tell us before the first visit if your cat is known to:

escape through doors or windows;
climb fences;
hide when people enter;
behave unpredictably around doors; or
otherwise present a particular escape risk.

We will take reasonable care when entering and leaving your property and will follow any specific instructions you give us.

However, cats can be unpredictable and we cannot guarantee that a cat will never escape.

If your cat does escape or goes missing while we are providing the service, we will contact you as soon as reasonably possible and take reasonable steps to help locate them.

10. Changes to bookings

We understand that plans can change.

If you need to change your dates, visit frequency or other arrangements, please contact us as soon as possible.

We will do our best to accommodate reasonable changes, subject to availability.

Any change that affects the price or scope of the service will be agreed with you before the change takes effect.

11. Cancellation

If you need to cancel a booking, please let us know as soon as possible.

Cancellation charges, if any, will be explained and agreed as part of your booking.

Where no cancellation charge has been specifically agreed with you, you will not be charged for visits that have not been provided.

We reserve the right to cancel a booking where circumstances make it unsafe or impractical for us to provide the service. If we need to do this, we will contact you as soon as possible and discuss the available options.

12. Payment

The price for your booking will be agreed with you before the service begins.

Payment must be made using the payment method and within the timeframe agreed with you.

If additional services are requested during the booking, we will agree any additional cost with you before providing them wherever reasonably possible.

13. Plants, post and other household tasks

We are happy to discuss small household tasks that are directly connected with looking after your cat, such as watering a small number of plants, bringing in post or putting out bins.

These must be agreed in advance.

We are not responsible for maintaining your home, garden or plants beyond the specific tasks agreed with you.

14. Other animals

If you have other pets or animals in your home, please tell us before the booking.

We may be able to provide basic care for other animals where this has been discussed and agreed in advance.

We are not responsible for animals that have not been disclosed to us or included in the agreed service.

15. Safety

We reserve the right not to enter or remain in a property if we reasonably believe that doing so would put us at risk.

This may include situations involving:

dangerous animals;
unsafe premises;
fire, flooding or other serious hazards;
threatening or abusive behaviour; or
any other situation that presents a reasonable safety concern.

If we cannot safely provide the service, we will contact you as soon as possible.

16. Our responsibility

We will provide the agreed services with reasonable care and skill.

We will take reasonable steps to look after your cat and your home while carrying out the agreed services.

However, we cannot guarantee that:

your cat will remain healthy;
your cat will behave in a particular way;
your cat will not escape;
your home will remain completely free from ordinary signs of your cat’s activity; or
an unforeseen event will not affect the service.

Nothing in these Terms & Conditions limits or excludes any legal rights or liability that cannot legally be limited or excluded.

17. Your responsibility

You remain responsible for your cat and for providing accurate information about their needs.

You are also responsible for ensuring that your home is reasonably safe and that we have everything necessary to provide the agreed service.

You should provide an emergency contact who can be reached if you are unavailable.

18. Photos and videos

Photos and videos may be taken during visits for the purpose of providing your daily updates.

We will not publish photographs or videos of your cat, home or personal belongings publicly without your permission.

If you separately give permission for photographs of your cat to be used on the CatMax Sussex website or social media, you may withdraw that permission at any time for future use.

19. Privacy

We collect and use personal information such as your name, contact details, address, booking information and information needed to care for your cat.

We use this information to communicate with you, arrange and provide our services, keep appropriate records and deal with emergencies.

Further information about how we collect, use and protect your personal information is provided in our Privacy Notice.

20. Complaints

We want you and your cat to be happy with our service.

If you have any concerns or are unhappy with any part of the service, please contact us as soon as possible so that we have the opportunity to understand what happened and try to put things right.

You can contact us using the details provided on the CatMax Sussex website.