1. General Provisions 

1.1 These Terms & Conditions ("T&C") govern all services provided by Petsitting Lugano ("the Company"), with registered address at Ticino, Switzerland. 

1.2 "Services" include: Boutique Dog Hotel (overnight boarding), Boutique Daycare, Dog Walking, Cat Sitting / Home Visits, and any ancillary services (grooming light, enrichment programs, emergency & last-minute care). 

1.3 By booking any Service, the Client confirms they have read, understood, and accepted these T&C in full. These T&C, together with the signed Pet Profile & Intake Form, Emergency Veterinary Authorization, and Media Consent, form the complete agreement between the parties. 

1.4 The Company reserves the right to update these T&C. Clients will be notified of material changes. Continued use of Services after notification constitutes acceptance. 

2. Admission, Evaluation & Right of Refusal 

2.1 All Services are subject to prior evaluation and compatibility assessment. The Company admits animals based on fit with our operational system, group compatibility, health status, and behavioural profile — not on a first-come, first-served basis. 

2.2 A trial session or meet & greet may be required before the first booking, at the Company’s discretion. 

2.3 The Company reserves the right to decline, suspend, or terminate any Service at any time if, in its reasonable professional judgment, the animal’s presence compromises the safety, wellbeing, or calm of other animals, staff, the premises, or the neighbourhood. In such cases, the Client will be notified promptly and any unused prepaid amounts may be credited towards future services, at the Company’s discretion. 

3. Bookings, Payments & Deposits 

3.1 Booking confirmation. A booking is confirmed only upon (a) completion of all required documentation (Pet Profile, consents), and (b) receipt of the applicable deposit or full payment. A pending inquiry is not a confirmed booking. 

3.2 Deposits. A deposit is required to reserve capacity: 

• Standard season: 30–50% of the total booking value. 

• High / Peak season (school holidays, public holidays, long weekends): 50–100%. 

• Last-minute & Emergency bookings: 100% prepayment required. 

• Walking Membership / Cat Routes: first month payable in advance upon enrolment. 

3.3 Accepted payment methods: bank transfer (IBAN), TWINT. Cash by prior arrangement only. Payment terms as communicated at time of booking. 

3.4 Pricing. Rates vary by service level (Basic / Plus / Premium / VIP), season, occupancy, animal category, and lead time. The applicable rate is confirmed in writing at time of booking. The Company operates a capacity-based pricing model: rates may increase as occupancy rises. 

4. Cancellations, No-Shows & Late Fees 

4.1 Standard Season Cancellation Policy: 

• 14+ days before service start: deposit refunded minus CHF [X] administrative fee, or full credit for future booking. 

• 7–14 days: credit note issued (no cash refund) valid for [6/12] months. 

• 72 hours – 7 days: deposit forfeited. No credit. 

• Less than 72 hours: 100% of the booking value is charged. 

4.2 Peak / Super-Peak Season Cancellation Policy: 

• 21+ days: credit note (no cash refund). 

• Less than 21 days: deposit forfeited. 

• Less than 7 days: 100% of the booking value is charged. 

4.3 No-show. If the Client fails to present the animal within the agreed check-in window without prior notice, 100% of the first night/day is charged. For short stays (1–2 nights/days), 100% of the total booking is charged. 

4.4 Late pick-up. Pick-up/check-out must occur within the agreed time window. A grace period of 10 minutes applies. After this: CHF [X] per additional 15-minute block. After 60 minutes past the window, after-hours fees apply. Repeated late pick-ups may result in service suspension. 

4.5 Failed access (Cat Visits / Walking). If the sitter/walker cannot access the animal due to incorrect keys, codes, locked doors, or absent Client, the full session fee is charged. The slot cannot be recovered. 

4.6 Priority Members and VIP plan holders may benefit from enhanced flexibility (e.g., one complimentary reschedule per quarter, improved credit terms). Details are specified in the applicable membership agreement. 

5. Client Obligations & Declarations 

By signing the Pet Profile & Intake Form, the Client declares and warrants that: 

1. All information provided regarding the animal’s health, behaviour, medical history, diet, allergies, medication, and temperament is complete, accurate, and up to date. 

1. The animal is current on all vaccinations required by the Company (see Annex: Admission Requirements), has been treated for internal and external parasites, and is identified by microchip registered with AMICUS (dogs) or as applicable (cats). 

1. The Client has disclosed any history of biting, aggression towards humans or animals, resource guarding, separation anxiety, escape behaviour, leash reactivity, or any other relevant behavioural concern. 

1. The Client will provide the animal’s regular food in sufficient quantity, clearly labelled, along with any medication in its original packaging with written veterinary/owner instructions. 

1. The Client has provided a valid emergency contact (a person other than the Client, authorized to make decisions regarding the animal if the Client cannot be reached). 

5.6 If any information is found to be incomplete, inaccurate, or deliberately withheld, the Company may (a) immediately isolate or modify the care arrangement, (b) change the service plan (e.g., to Solo-Care or Behaviour-Friendly at adjusted rates), (c) terminate the service with immediate effect, and (d) charge any additional costs incurred. 

6. Health & Veterinary Emergencies 

6.1 The Client authorizes the Company to: 

• Contact the Client’s designated veterinarian and/or emergency clinic. 

• Transport the animal to a veterinary facility if deemed necessary. 

• Authorize urgent veterinary treatment in the animal’s best interest if the Client or Emergency Contact cannot be reached within a reasonable timeframe, up to the spending limit defined in the Emergency Veterinary Authorization form. 

6.2 All veterinary costs, medication, transport, and emergency management expenses are the sole responsibility of the Client, payable upon presentation of receipts. 

6.3 The Company may refuse to accept or continue caring for an animal that shows signs of contagious disease, parasitic infestation, or any condition that could compromise the health of other animals or persons. In such case, the Client must arrange immediate collection. 

7. Behaviour, Compatibility & Incident Management 

7.1 The Company operates on a compatibility-first model. Animals are grouped by energy level, size, temperament, and social compatibility. The Company may adjust groupings at any time for safety and welfare reasons. 

7.2 If undisclosed behavioural issues emerge during a stay (aggression, severe anxiety, destructive behaviour, escape attempts), the Company will: 

• Immediately separate and secure the animal. 

• Notify the Client. 

• Transition to a modified care plan (Solo-Care, Behaviour-Friendly) at adjusted rates, or request immediate collection. 

• Document the incident in full. 

7.3 In the event of a bite, fight, or escape, the Company follows its Incident Management Protocol (documentation, containment, communication, veterinary triage if needed). The Company will inform the Client promptly. Where legally required, incidents may be reported to cantonal authorities. 

8. Assumption of Risk & Limitation of Liability 

8.1 Inherent risks. The Client acknowledges that animal care — particularly in group settings — involves inherent risks, including but not limited to: minor scratches, stress during adaptation, accidental contact between animals, digestive changes, and other incidents that may occur despite professional protocols and diligent supervision. 

8.2 Standard of care. The Company applies rigorous selection, compatibility assessment, operational protocols, hygiene standards, and security measures to minimize risk. However, the Company cannot guarantee the complete elimination of all risks inherent to animal care. 

8.3 Limitation. To the extent permitted by applicable Swiss law, the Company’s liability is limited to direct, demonstrated damages. The Company shall not be held liable for damages arising from: information withheld or falsified by the Client, pre-existing medical or behavioural conditions, inherent risks of animal interaction, or force majeure events. 

8.4 Nothing in these T&C excludes or limits the Company’s liability for intentional misconduct or gross negligence. 

8.5 Third-party damage. The Client indemnifies the Company against claims arising from damage or injury caused by the Client’s animal to third parties (persons, animals, or property), except where such damage is directly attributable to the Company’s negligence. 

8.6 Personal items. The Company is not responsible for loss or damage to personal items (beds, toys, leashes, bowls) brought by the Client, unless caused by the Company’s negligence. 

9. Keys, Access & Home Visits (Cat Visits / Dog Walking) 

9.1 For services requiring access to the Client’s home, the Client must provide functional keys, codes, or access instructions in advance. All keys are logged in our Key Management Register (anonymous ID system — no address on key). 

9.2 The Company will not duplicate keys, share access codes with unauthorized persons, or photograph locks, doors, alarm panels, or entry systems. 

9.3 If access fails (wrong code, broken lock, alarm activation), the Company will make reasonable attempts to resolve the situation and notify the Client immediately. The session fee is charged regardless (see clause 4.5). 

9.4 Keys are returned within [7] days of the final service or contract termination. Access codes are deleted from the Company’s secure records upon service conclusion. 

9.5 The Company is not responsible for pre-existing security issues at the Client’s premises. The Client must disclose alarm systems, security cameras, neighbour restrictions, and any doors/windows that must remain closed. 

10. Data Protection & Privacy 

10.1 The Company processes personal data (name, contact details, address, animal health data, images) in accordance with the Swiss Federal Act on Data Protection (nFADP/revDSG), effective 1 September 2023. 

10.2 Purpose. Data is collected and processed exclusively for: service delivery, scheduling, billing, safety and welfare management, emergency response, and (with separate consent) marketing communications. 

10.3 Retention. Active client data is retained for the duration of the service relationship plus [12 months]. Key/access codes are deleted immediately upon service conclusion. Images for operational updates are archived for [6 months]. Marketing images are retained until consent is revoked. 

10.4 Clients may request access to, correction of, or deletion of their personal data by contacting [EMAIL]. The Company will respond within 30 days. 

11. Photos, Videos & Media 

11.1 Operational updates. The Company takes photos and/or short videos of the animal during the service for daily updates sent exclusively to the Client via the agreed channel (WhatsApp / email). This is integral to the service and covered by the general service consent. 

11.2 Marketing use. Use of images/videos on social media, website, or promotional materials requires separate, explicit consent via the Media & Privacy Consent form. This consent is optional and may be revoked for future use at any time. 

11.3 The Company will never publish images that reveal: the Client’s home address, entry points, licence plates, family members, neighbours, or any other identifying information — unless explicitly authorized. 

12. Operational Standards 

12.1 The Company operates under documented Standard Operating Procedures covering: daily routines, feeding, medication administration, hygiene & sanitation, walks, check-in/check-out, incident response, emergency triage, equipment, and peak-day management. 

12.2 Medication is administered only with written instructions from the Client and/or veterinarian, in original packaging, following a double-verification protocol. The Company does not prescribe, diagnose, or modify treatment plans. 

12.3 The Company does not use cages or kennels as a standard practice. Confinement may be used temporarily only for safety, veterinary recovery, or transport, under protocol and with client notification. 

13. Force Majeure 

13.1 The Company shall not be held liable for failure to perform due to events beyond reasonable control, including but not limited to: extreme weather, natural disasters, public health emergencies, strikes, government orders, or infrastructure failures. In such cases, the Company will make all reasonable efforts to ensure the animal’s safety and welfare, and communicate with the Client promptly. 

14. Applicable Law & Jurisdiction 

14.1 These T&C are governed by Swiss law. Any dispute shall be submitted to the competent courts of Canton Ticino, Switzerland.