Terms and Conditions

These terms and conditions apply to all enquiries, quotations, bookings and services provided by Kattenoppas Enschede, unless otherwise agreed in writing.

“Owner” means the owner, the person responsible for the cat, or the client who makes the booking with Kattenoppas Enschede.

An enquiry via the website, WhatsApp, email or an introductory meeting does not constitute a confirmed booking. A booking is only confirmed once the period, care, rates and any additional arrangements have been agreed and the quotation or booking confirmation has been accepted by the owner.

The arrangements set out in the accepted quotation or booking confirmation form the basis of the booking. This includes, among other things, the care period, the expected number of visits, the selected package, any travel costs, key arrangements and additional services.

Recalculation only takes place if the actual performance differs from the arrangements made in advance. This may apply, for example, if the owner requests additional or fewer visits, if the selected package changes, if travel mileage differs, or if additional work becomes necessary during the care period. Where possible, this will be discussed in advance with the owner or emergency contact. If prior consultation is not reasonably possible, the owner will be informed as soon as possible.

During busy periods, Kattenoppas Enschede may hold an available slot without obligation for a maximum of 48 hours. Within this period, an introductory meeting must have been scheduled or taken place, and there must be clarity about acceptance of the quotation or booking confirmation. If this is not completed within this period, Kattenoppas Enschede may make the slot available again to other enquiries.

The owner is responsible for providing all information required for safe and proper care of the cat in a timely and complete manner. This includes information about food, medication, health, behaviour, access to the home, the details of the veterinarian and an emergency contact.

Kattenoppas Enschede provides care based on the information and instructions provided by the owner in advance. Changes to the planning, care or additional arrangements are only valid if they have been discussed and confirmed in advance.

Kattenoppas Enschede cares for the cat with care and attention, based on the information and instructions provided by the owner in advance.

The care is tailored as much as possible to the cat’s familiar routine. This includes feeding, fresh water, cleaning the litter box, attention, playtime and checking the cat’s general wellbeing.

Every cat has its own character and may react differently when the owner is not at home. Kattenoppas Enschede will do its best to ensure that the care is calm, safe and familiar, but cannot guarantee that a cat will show itself, allow itself to be approached, eat, play or accept medication.

During the visit, Kattenoppas Enschede pays attention to visible changes in behaviour, wellbeing and the environment. In the event of noticeable changes or concerns, the owner will be informed where necessary.

Additional tasks, such as watering plants, collecting mail, putting out bins or other small household tasks, will only be carried out if they have been agreed in advance and fall within the selected package or agreed arrangements.

Kattenoppas Enschede is not a veterinarian and does not make medical diagnoses. In case of doubt about the cat’s health or wellbeing, Kattenoppas Enschede may contact the owner, the emergency contact or a veterinarian.

The owner is responsible for providing all information required for the care of the cat and access to the home in a timely, complete and accurate manner.

The owner ensures that sufficient food, litter, medication and other necessary care supplies are available during the care period. The owner also ensures that Kattenoppas Enschede knows where these items can be found.

Details about health, medication, behaviour, feeding, escape risk, aggression, fear, hiding behaviour or other points of attention must be clearly communicated in advance. This also applies to details in or around the home, such as an alarm system, cameras, defective locks, stiff doors, open windows, fragile items or rooms the cat is not allowed to enter.

The owner ensures that the home is safe and accessible for the agreed visits. If Kattenoppas Enschede cannot access the home due to an incorrect key, missing access code, defective lock, activated alarm or any other cause outside the control of Kattenoppas Enschede, the visit may still be charged.

The owner remains reachable during the care period, or ensures that there is a reachable emergency contact who is authorised to make decisions if the owner cannot be reached.

Kattenoppas Enschede provides care based on the information and instructions provided by the owner. The consequences of incorrect, incomplete or late information are for the account and risk of the owner.

Payment must be made according to the payment term and payment details stated on the invoice or booking confirmation.

For new clients, Kattenoppas Enschede may request payment before the start of the care period. If payment is not received on time, Kattenoppas Enschede may postpone or cancel the booking, or make additional arrangements.

The owner is responsible for payment of the agreed care, any travel costs, additional services and extra work agreed before or during the care period.

If the actual performance differs from the arrangements made in advance, the final invoice may be adjusted based on recalculation as described in article 1.

Third-party costs, such as veterinary costs, medication, parking costs or other necessary costs incurred during the care period, are always for the account of the owner.

If an invoice is not paid within the agreed payment term, the outstanding amount remains fully due. Kattenoppas Enschede may send payment reminders and a final notice. If payment is still not made, Kattenoppas Enschede may hand over the claim to a collection agency. Any statutory interest, extrajudicial collection costs and other reasonable costs will then be for the account of the owner in accordance with the statutory rules.

Cancellations or changes to the booking must be communicated by the owner as soon as possible.

Kattenoppas Enschede reserves time and capacity for the agreed care period. Especially during busy periods, this may mean that other enquiries are declined. For this reason, costs may be charged in the event of cancellation or changes shortly before the start of the care period.

Cancellation is free of charge up to 7 days before the start of the care period. In the event of cancellation within 7 days before the start of the care period, Kattenoppas Enschede may charge 50% of the agreed amount. In the event of cancellation within 72 hours before the start of the care period, Kattenoppas Enschede may charge the full agreed amount. Kattenoppas Enschede may waive these cancellation costs in full or in part if the released period can still be filled.

If the owner returns earlier during the care period, requires fewer visits or wishes to adjust the booking during the care period, Kattenoppas Enschede will discuss what is possible. Visits already carried out, reserved time, costs already incurred and any travel mileage remain payable.

Additional visits, longer visits or changes to the selected package are only possible if Kattenoppas Enschede has availability. Any additional costs will be discussed in advance or invoiced afterwards based on recalculation as described in article 1.

The owner is responsible for providing a working key, access code, alarm code or other required means of access to the home in good time.

Kattenoppas Enschede handles keys and access details carefully and discreetly. Keys will not be labelled with addresses or other identifiable information from which the owner’s address can be directly derived.

If Kattenoppas Enschede cannot access the home due to an incorrect or non-working key, missing or incorrect access code, defective lock, activated alarm, locked internal door or any other cause outside the control of Kattenoppas Enschede, the scheduled visit may still be charged.

If this results in additional travel time, waiting time or a second visit, only the actual reasonable additional costs incurred may be charged separately.

Key handover takes place by mutual agreement. If key management is used, Kattenoppas Enschede will store the key carefully for future bookings. Key management is only possible by mutual agreement.

In the event of loss, theft or damage to a key or access means, Kattenoppas Enschede is only liable for direct damage if it is demonstrably caused by intent, deliberate recklessness or gross negligence on the part of Kattenoppas Enschede.

Kattenoppas Enschede may administer medication if this has been discussed in advance and accepted by Kattenoppas Enschede.

The owner is responsible for providing clear and complete instructions regarding the medication, dosage, times, method of administration and any relevant details. The owner ensures that sufficient medication and required aids are available for the full care period.

Medication will only be administered insofar as this can be done safely and responsibly. Kattenoppas Enschede cannot guarantee that medication can always be administered, for example if a cat hides, reacts aggressively, experiences significant stress or does not accept the medication.

Medical procedures, such as injections or other specialist procedures, will only be carried out if this has been expressly discussed in advance and accepted by Kattenoppas Enschede.

If there is any doubt about the medication, dosage, the cat’s health or the safety of administration, Kattenoppas Enschede may contact the owner, the emergency contact or a veterinarian.

The owner remains responsible for the accuracy of the medical information, instructions, medication and dosage provided. The consequences of incorrect, incomplete or late information are for the account and risk of the owner.

If Kattenoppas Enschede is concerned about the health, safety or wellbeing of the cat, Kattenoppas Enschede will try to contact the owner or the provided emergency contact.

If the owner or emergency contact cannot be reached and Kattenoppas Enschede considers medical assistance necessary, Kattenoppas Enschede may, at its reasonable discretion, contact the provided veterinarian, another veterinarian or an emergency veterinary clinic.

In urgent situations, Kattenoppas Enschede may act in the interest of the cat, even if prior consent from the owner cannot be obtained.

All costs for veterinary visits, consultations, treatment, medication, emergency care, transport, parking costs and other necessary costs are for the account of the owner.

Additional time, additional visits or accompanying the cat to the veterinarian may be charged separately according to the applicable rates or agreed arrangements.

Kattenoppas Enschede is not liable for the diagnosis, treatment, advice or actions of a veterinarian or emergency veterinary clinic.

The owner is responsible for providing accurate and complete details of the veterinarian, medical information and a reachable emergency contact.

Kattenoppas Enschede carries out the agreed care carefully and to the best of its ability, based on the information and instructions provided by the owner.

The owner remains responsible for the cat, the home and the accuracy and completeness of the information provided. Kattenoppas Enschede is not liable for damage, injury, illness, death, disappearance or any other disadvantage arising from existing health problems, normal or unexpected behaviour of the cat, incorrect or incomplete information, defects in or around the home, or other circumstances outside the control of Kattenoppas Enschede.

If, by agreement, a cat is allowed outside or can use a cat flap, garden, balcony, cat run or other outdoor space, this remains at the risk and responsibility of the owner. Kattenoppas Enschede does not have full control over what a cat does outside, where the cat is located or when the cat returns. Kattenoppas Enschede is therefore not liable for disappearance, injury, escape, traffic accidents, fights with other animals, damage to third parties or other consequences related to allowing the cat outside or the cat being outdoors, unless there is intent, deliberate recklessness or gross negligence on the part of Kattenoppas Enschede.

Kattenoppas Enschede is only liable for direct damage if this damage is demonstrably and directly caused by an attributable failure by Kattenoppas Enschede in the performance of the agreed services.

Kattenoppas Enschede is not liable for indirect damage, consequential damage, emotional damage, loss of income, missed holidays, additional accommodation costs or other damage that does not directly arise from a demonstrable failure by Kattenoppas Enschede.

Insofar as permitted by law, the liability of Kattenoppas Enschede is limited to the amount charged for the relevant booking, or – if higher – to the amount paid out by the liability insurance in the relevant case.

This limitation does not apply in the event of intent, deliberate recklessness or gross negligence on the part of Kattenoppas Enschede.

Kattenoppas Enschede is not liable for damage arising because the agreed services cannot be performed, cannot be performed fully or cannot be performed at the agreed time due to force majeure.

Force majeure means any circumstance outside the reasonable control of Kattenoppas Enschede that makes the performance of the agreements temporarily or permanently impossible, unsafe or irresponsible. This includes, among other things, illness, accident, extreme weather conditions, icy conditions, storms, traffic problems, road closures, government measures, technical failures, power failures, unsafe situations in or around the home, aggressive animals or other emergencies.

In the event of force majeure, Kattenoppas Enschede will contact the owner or emergency contact as soon as possible. Kattenoppas Enschede will make reasonable efforts, where reasonably possible, to offer replacement care or an alternative visit, but cannot guarantee that replacement or an alternative visit will always be possible.

Costs already incurred and visits already carried out remain payable. Any changes to the further performance of the booking will be discussed in consultation.

Kattenoppas Enschede uses the information provided by the owner only for carrying out the booking, communication, administration and legal obligations. Personal data is processed in accordance with the General Data Protection Regulation (GDPR) and other applicable privacy legislation.

During the care period, Kattenoppas Enschede may send updates via WhatsApp, email or another agreed communication method. These updates may include text, photos and/or videos of the cat.

Photos and videos taken during the care period are used only for private updates to the owner, unless the owner gives permission for use on, for example, the website, social media or other communications by Kattenoppas Enschede. The owner may withdraw this permission at any time for future use.

Kattenoppas Enschede handles information about the owner, the home, keys, access codes, alarm codes and other confidential information discreetly.

If cameras, video doorbells or other recording equipment are present in or around the home, the owner must inform Kattenoppas Enschede in advance.

Kattenoppas Enschede works with care, attention and respect for the cat, the owner and the home.

Every cat is different. Some cats seek a lot of attention, while others need calm, distance or extra time. Kattenoppas Enschede takes this into account as much as possible and tailors the care to the character, habits and needs of the cat.

The aim is for the cat to remain in its own familiar environment as calmly, comfortably and pleasantly as possible while the owner is away.

If a situation arises that is not directly covered by these terms and conditions, Kattenoppas Enschede will seek a reasonable and suitable solution in consultation with the owner, with the wellbeing of the cat as an important guiding principle.

All agreements and services of Kattenoppas Enschede are governed exclusively by Dutch law.

If any provision of these terms and conditions is found to be invalid or unenforceable, the remaining provisions will remain in force. In that case, the relevant provision will be replaced by a provision that reflects the intention of the original provision as closely as possible.

The parties will first try to resolve any dispute by mutual consultation before taking further steps.