Furrenz Pet Sitters — Terms & Conditions

1. Services Provided by Furrenz

Furrenz offers comprehensive in-home pet care, including:

• Feeding & fresh water
• Private walks & playtime
• Towel rub for wet/muddy paws
• Engaging playtime
• Complimentary medication administration
• Litter box cleaning
• Dog waste cleanup
• Personalized daily updates
• Overnight care
• Small pet care (rabbits, birds, fish, hamsters, etc.)

2. Service Flow

1. Client requests service & provides details
2. Furrenz confirms sitter availability
3. Mandatory free Initial Consultation
4. Invoice issued
5. Payment made → service confirmed
6. WhatsApp group created (client, sitter, founders)
7. Service completed → keys returned safely

3. Client Trust & Sitter Reliability

Furrenz sitters are trusted professionals selected through a careful vetting process. Established in 2013, Furrenz has cared for thousands of pets and is led by a founder with over 20 years of global experience. Sitters are trained, many with Pet First Aid or Veterinary Assistant backgrounds. Clients meet their sitter before service begins, and communication remains transparent through a WhatsApp group with daily updates. Key access is always controlled by the client, and keys are handled securely.

4. Booking, Client Information & Initial Consultation

Clients must provide all relevant information required for the sitter to perform their duties safely and accurately. A mandatory Initial Consultation will be arranged before the first booking. This meeting is complimentary, provided the client proceeds with our services. If the client decides not to proceed, a HKD 100 fee applies to cover the sitter’s time and travel expenses. We strongly recommend that clients prepare an extra set of keys during this consultation. If keys are not available and the sitter is required to return for a separate key-collection visit, an additional HKD 100 travel and service fee will apply.

5. Payment, Reservations, Cancellations & Early Returns

All service prices follow the official rates listed on our website: FurrenzPetCare.com. Full payment is required to confirm your booking. Unpaid bookings may be cancelled without notice. Returned cheques incur a HKD 150 fee. A travel fee applies only if the sitter’s transport cost exceeds HKD 20 round trip.

• More than 48 hours before service: Full refund
• 0–48 hours before service or holidays: No refund
• If Furrenz cancels and no replacement sitter is available: Full refund
• Early returns remain fully payable, as sitters reserve their time exclusively for your booking.

6. Home, Property, Keys & Security

Furrenz is not responsible for plant health, home issues beyond sitter control (leaks, electrical faults, etc.), or loss/damage if others have access to your home. For homes or buildings without elevator access that require navigating manual stairs, a fee of HKD 10 per floor, per visit, will be charged. Keys are kept securely and homes are resecured after each visit.

7. Pet Safety, Eligibility & Supplies

Clients confirm they have legal rights to all pets receiving care. Homes and yards must be safe for pets. Furrenz is not liable for injury, escape, fines, or death of pets with unsupervised outdoor access. Clients must provide all necessary supplies; if the sitter must purchase items, clients agree to reimburse costs plus a service fee within 14 days.

Furrenz Pet Sitters and our sitters cannot be held responsible for pre-existing diseases, illnesses, or health conditions. While we will always do our utmost to work closely with clients to provide the best possible care, clients must fully and accurately disclose all pertinent medical and behavioral information prior to the commencement of the service.

For all dog walking services provided by Furrenz Pet Sitters, all dogs must remain on-leash at all times. We strictly do not permit off-leash walking to maximize pet safety, comply fully with Hong Kong laws and regulations, and prevent any potential accidents, injuries, or public complaints.

8. Severe Weather, Emergencies & Safety

During Typhoon Signal No. 8 or Black Rainstorm warnings, our sitters will do their absolute best to navigate around extreme weather using the safest possible approach. For example, a sitter may arrive earlier ahead of the storm to provide extra food and supplies, and return after the warning is lowered from No. 8 to No. 3 to resume care safely. This protocol is critical: if a sitter is involved in an accident due to unsafe weather travel, they will be unable to complete subsequent visits, presenting a far greater risk to the left-behind pets.

9. Behaviour Concerns & Service Termination

If a pet poses a risk to itself, others, or the sitter, Furrenz may terminate services immediately. Pets may be transferred to a kennel or safe location at the client’s expense.

10. Ongoing Services & Professional Standards

This agreement allows clients to book future services without signing again. Clients waive claims against Furrenz except in cases of sitter negligence.

11. Sitter Privacy & Data Protection

Furrenz protects the personal privacy of our team members. Sitters provide their HKID, full residential address, and other private information directly to Furrenz for vetting and security purposes. We do not provide this sensitive information to clients. In the event that government authorities legally require such information, Furrenz will work directly with the authorities to provide the necessary data and will remain supportive throughout the process to ensure a fair and legal outcome for all parties.