Terms and Conditions


By completing our registration form and submitting the relevant pet care agreements you are agreeing to SuPaw Nanny’s Terms and Conditions, and as such are contractually bound by them. Likewise, use of the services of SuPaw Nanny will also be deemed acceptance of such. Our Terms & Conditions are at times reviewed & updated. We will ensure you receive an updated version (last updated: 06/11/2019). SuPaw Nanny is prepared to consider changes to conditions but these will only be effective if signed by the proprietor.


You (owner) give your consent that your details, and any data relevant to our work, will be held on record by SuPaw Nanny and processed under the terms of the General Data Protection Act 2018. In general terms this means I have lawful basis, which in this case is to fulfil my contract with you. My purpose is to look after your pet(s) whilst you are away or anytime during a day. This data may be shared with colleagues, or relevant agencies, i.e. Veterinary staff, Police, RSPCA or rescue centres, Council & Government Departments if requested. If needed this may include processing your data to my colleagues, who if are outside the EU, I will have ensured have proper procedures in place. Records will be securely kept, and will not be kept for any longer than deemed necessary. You have the right to ask for your records to be viewed, amended, or deleted and you have the right to withdraw consent. You also have the right to complain to the overseeing regulator, the ICO, (www.ico.org.uk) if you feel your data has not been handled correctly.

SuPaw Nanny understands that your privacy is important to you and that you care about how your personal data is used. We respect and value the privacy of all of our customers and will only collect and use personal data in ways that are described here, and in a way that is consistent with our obligations and your rights under the law.

  1. Information About Us

    SuPaw Nanny 
    Limited company registered in England under company number 09466556.
    Director: Stacy Page
    Email address: nannies@supawnanny.co.uk
    Telephone number: 07825 952 232

    2. What Does This Notice Cover?
    This Privacy Information explains how we use your personal data: how it is collected, how it is held, and how it is processed. It also explains your rights under the law relating to your personal data.

  2. What is Personal Data?
    Personal data is defined by the General Data Protection Regulation (EU Regulation 2016/679) (the “GDPR”) as ‘any information relating to an identifiable person who can be directly or indirectly identified in particular by reference to an identifier’.

    Personal data is, in simpler terms, any information about you that enables you to be identified. Personal data covers obvious information such as your name and contact details, but it also covers less obvious information such as identification numbers, electronic location data, and other online identifiers. The personal data that we use is set out in Part 5, below.

    4. What Are My Rights?
    Under the GDPR, you have the following rights, which we will always work to uphold:

    • The right to be informed about our collection and use of your personal data. This Privacy Notice should tell you everything you need to know, but you can always contact us to find out more or to ask any questions using the details in Part 11.

    • The right to access the personal data we hold about you. Part 10 will tell you how to do this.

    • The right to have your personal data rectified if any of your personal data held by us is inaccurate or incomplete. Please contact us using the details in Part 11 to find out more.

    • The right to be forgotten, i.e. the right to ask us to delete or otherwise dispose of any of your personal data that we have. Please contact us using the details in Part 11 to find out more.

    • The right to restrict (i.e. prevent) the processing of your personal data.

    • The right to object to us using your personal data for a particular purpose or purposes.

    • The right to data portability. This means that, if you have provided personal data to us directly, we are using it with your consent or for the performance of a contract, and that data is processed using automated means, you can ask us for a copy of that personal data to re-use with another service or business in many cases.

    • Rights relating to automated decision-making and profiling. We do not use your personal data in this way.
    For more information about our use of your personal data or exercising your rights as outlined above, please contact us using the details provided in Part 11.

    Further information about your rights can also be obtained from the Information Commissioner’s Office or your local Citizens Advice Bureau.

If you have any cause for complaint about our use of your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office.

5. What Personal Data Do You Collect?
We may collect some or all of the following personal data (this may vary according to your relationship with us):

• Name
• Address
• Email address
• Telephone number
• Social Media Accounts (Twitter/Facebook/instagram etc)
• Alternative/Emergency Contact Name
• Alternative/Emergency Contact Email
• Alternative/Emergency Contact Phone Number
• Alternative/Emergency Contact Address
• Pet Name/Temperament/Care requirements

6. How Do You Use My Personal Data?

Under the GDPR, we must always have a lawful basis for using personal data. This may be because the data is necessary for our performance of a contract with you, because you have consented to our use of your personal data, or because it is in our legitimate business interests to use it. Your personal data will be used for one of the following purposes:

• Providing and managing your account, which in this case is to fulfil my contract with you. My purpose is to look after your pet(s) whilst you are away or anytime during a day. This data may be shared with colleagues, or relevant agencies, i.e. Veterinary staff, Police, RSPCA or rescue centres, Council & Government Departments if requested.
• Supplying our products and/or services to you. Your personal details are required in order for us to enter into a contract with you.
• Personalising and tailoring our products and/or services for you.
• Communicating with you. This may include responding to emails or calls from you, providing service/booking confirmation, issuing invoices and receipts and providing service updates.
• Supplying you with information by email that you have opted-in to receive (you may unsubscribe or opt-out at any time by replying ‘unsubscribe’ to any email that you receive from us).
With your permission and/or where permitted by law, we may also use your personal data for marketing purposes, which may include contacting you by email and/or telephone and/or text message and or post with information, news, and offers on our products and/or services. You will not be sent any unlawful marketing or spam. We will always work to fully protect your rights and comply with our obligations under the GDPR and the Privacy and Electronic Communications (EC Directive) Regulations 2003, and you will always have the opportunity to opt-out.]

7. How Long Will You Keep My Personal Data?
We will not keep your personal data for any longer than is necessary in light of the reason(s) for which it was first collected. Your personal data will therefore be kept for the following periods (or, where there is no fixed period, the following factors will be used to determine how long it is kept): We will store data that is required to maintain an accurate record of our financial and accounting history with you for a minimum of 6 years.

8. How and Where Do You Store or Transfer My Personal Data?
Providing you are based in the European Economic Area, then we will only store or transfer your personal data on servers located within the European Economic Area (the “EEA”). The EEA consists of all EU member states, plus Norway, Iceland, and Liechtenstein. This means that your personal data will be fully protected under the GDPR or to equivalent standards by law.

9. Do You Share My Personal Data?
No, unless legally required to do so. For example, we may be legally required to share certain personal data, which might include yours, if we are involved in legal proceedings or complying with legal obligations, a court order, or the instructions of a government authority.

10. How Can I Access My Personal Data?
If you want to know what personal data we have about you, you can ask us for details of that personal data and for a copy of it (where any such personal data is held). This is known as a “subject access request”.

All subject access requests should be made in writing and sent to the email addresses shown in Part 11.
There is not normally any charge for a subject access request. If your request is ‘manifestly unfounded or excessive’ (for example, if you make repetitive requests) a fee may be charged to cover our administrative costs in responding.

We will respond to your subject access request within 7 days and, in any case, not more than one month of receiving it. Normally, we aim to provide a complete response, including a copy of your personal data within that time. In some cases, however, particularly if your request is more complex, more time may be required up to a maximum of three months from the date we receive your request. You will be kept fully informed of our progress.

11. How Do I Contact You?
To contact us about anything to do with your personal data and data protection, including to make a subject access request, please use the following details:

Email address: nannies@supawnanny.co.uk

Telephone number: 07825 952 232.

12. Changes to this Privacy Notice
We may change this Privacy Notice from time to time. This may be necessary, for example, if the law changes, or if we change our business in a way that affects personal data protection. Any changes will be made available on our website www.supawnanny.co.uk


The client grants SuPaw Nanny and its representatives and employees the right to take photographs of their pet(s), and to copyright, use and publish the same in print and/or electronically. They may use such photographs of said pet(s) with or without clients name and for any lawful purpose, including, for example, such purposes as publicity, illustration, advertising, social media and web content.


As part of our unique nanny nursery and home boarding services we encourage group play and free-roaming fun and therefore can only accept well-socialised, mild-tempered, non-aggressive dogs. He/she must not exhibit food or toy possessiveness or any aggression toward other dogs. Providing your dog likes to play with other dogs and gets along well with adults and children alike, SuPaw Nanny looks forward to welcoming them as part of the family.


Before we consider a dog for any of our services, a consultation/meet & greet must be carried out in advance at our home; we are also happy to meet on neutral ground, i.e. out on a walk first. This is to check compatibility of your pet to our boarding/daycare service. We will ask you to complete our online registration form and boarding/daycare agreement prior to your agreed consultation date

During the consultation we will discuss: Medical/Vaccinations, Behaviours, Exercise, Food & Diets, and Routines at Home. Please bring a copy of your dog’s vaccination/medical card with you when attending consultation..     

Please be aware that it is the owner’s responsibility to provide comprehensive details for their own dog and they must be completely honest about any traits, vices or behavioural problems, both positive & negative (however small).  We rely on this information to be able to manage any issues and provide a good experience and quality of service for boarding/daycare dogs. Any misinformation may jeopardise your dog’s stay with us.  We are not qualified trainers or behaviourists; however, we will do our best to manage any situation or issue that arises, and will source guidance from other professionals if necessary. We may need to contact you if your dog exhibits any behaviours not previously disclosed.


All new dogs must partake in a trial overnight stay. This allows us to observe the dog’s behaviour and to evaluate whether they are compatible with us, and with our resident dogs. During this trial we will carry out a daily checklist/log which we will share with you when you pick your dog up. In our experience dogs will behave and cope differently in the absence of their owners and in a new, unknown environment. This is charged at the standard overnight rate.


Overnight boarding traditional sees owners delivering pet to Nanny’s house at 6pm on day of arrival and collecting them at 9.30am on day of departure. Subsequent daycare can be charged for if you’re requiring drop off/collection outside of these times.


Without a local emergency contact we will be unable to offer home boarding/daycare to your pet. In the event that you do not come to collect your dog on the collection date agreed, unless we have been contacted and advised in advance, your nominated person will be contacted to collect your dog. If they fail to collect, and we have not been contacted by you, the contract will be terminated and dog will be re-homed/taken to a rescue centre.


School holidays, particularly during summer, is a very busy time for us so we recommend that you confirm any dates for boarding as soon as possible. Bookings are not confirmed until the entire fee has been paid. We cannot hold bookings without payment in full.


Our boarding licence dictates the numbers we can have in on any given day; we operate on a first come, first served basis.  Should we have full capacity, we will recommend other licensed boarders.


When dates are requested for boarding we will provide an invoice for services requested. To secure your booking we require payment to be made in full.


If you fail to disclose any negative behavioural problems during the consultation or 14 days prior to the intended stay, should your dog show any sustained aggressive tendencies, bites our dogs, other dogs or humans, is continually uncontrollable, destructive or shows unreasonable behaviour, the boarding agreement will be terminated with immediate effect.  You will be advised accordingly; however this may be less than 24 hours’ notice.  You accept that your dog will be placed in an appropriate local pet boarding/kennels or with your emergency contact. A £25.00 transfer charge will be applicable.  Any costs incurred for the alternative boarding/kennel will be your responsibility.  You also agree to pay the cost of any injury/damage caused by your animal to us, our home, our dog, or other boarders.  No refund will be given.


We insist on all dogs have current vaccinations against kennel cough, parvovirus, distemper, hepatitis and leptospirosis before boarding with us (at least two weeks prior to their intended stay). A certification from a veterinarian of a recent protective titre test may be accepted Instead of a booster vaccination and puppies to have had their second course of vaccinations. This is for the protection of your dog, our dog, all other boarders and any dogs they may come in contact with; it is also required for insurance purposes and as part of the license provided by the council.

Likewise, your dog must have been appropriately treated for external & internal parasites with an appropriate product authorised by VMD and in accordance with veterinary advice before entry to home boarding. At consultation you are required to bring the vaccination booklet, so we can keep a copy on record and evidence (i.e. container box) of the drops or tablets you have given your dog to prevent parasites. Further proof of vaccinations and treatments may be requested and must be presented no later than 28 days before arrival, via e-mail, text, WhatsApp.

Failure to produce a copy of the vaccination record will invalidate your booking.

We do not take dog that have been ill within the last 24 hours, nor a dog who has had an infectious disease within 21 days prior to boarding.


Generally, we do not board entire dogs, over the age of 12 months old, however this is dependent on the dog and its individual behaviour. Please contact us to discuss further. We do board un-spayed female dogs however they cannot be boarded if they are due to come into season. If they do come into season whilst in our care we will contact you and your emergency contact who will need to collect your dog. In the case that this happens you will forfeit a refund of booking paid for.


We are experienced in giving tablet & liquid medication orally, as well as injections such as insulin and ear/eye drops.


Where possible, please ensure your dog has had its nails clipped & filed to remove rough/sharp edges, before boarding with us, to avoid accidental injury to humans or other dogs.


We are registered with Bishops Stortford Veterinary Hospital (Rye Street, Bishop’s Stortford CM23 2HA). It is your responsibility to contact your veterinary practice prior to the agree boarding/day care stay to inform them that your dog will be boarding or using our day care service with us.

If your dog becomes ill or injured while boarding with us, it will be necessary for us to contact our registered vet for advice or to take them in for a medical consultation. If you request, we will contact you (if possible & if time allows) in the first instance, or your emergency contact prior to contacting the vet. We request that you provide permission for us to approve necessary treatment; you, as the owner will assume full responsibility and pay for any required treatment.

You agree that SuPaw Nanny is authorised to take your dog to our registered veterinary practice for treatment, and they will contact your vets for your dogs’ records. We strongly suggest that you have an insurance policy in place. SuPaw Nanny cannot be held responsible for any veterinary treatment that may result in loss, injury or death of your dog.


All pets should be insured wherever possible by the owner & insurance details provided. 


All dogs who use our services must wear a collar tag even if they walk with a harness/haltie.  The Control of Dogs Order (1992) states that any dog in a public place must wear a collar with the name, address (including postcode), and contact number of the owner engraved or written on a tag. Please ensure your dog has a sturdy collar before they arrive. We will remove your ID tag and provide your dog with one of our ID tags during their stay with us.


Your dog will receive two daily walks of a minimum of 20 minutes each walk, during their stay; all dogs will be walked on a lead when they are out, unless you have indicated that they can be off lead at certain times. We will always place your dogs on leads near roads.  An off-lead permission /disclaimer form agreed by the owner will be required. If your dog cannot be exercised for veterinary reasons we will plan an alternative form of enrichment for them.

As some of the walks are a car ride away you must consent to your dog being transported in a secure crate in the licence holders vehicle. Please note that we walk other dogs including our own so there are times where we may need to leave your dog alone in our home.


Under the new Animal Activity Licensing regulations we require owners to agree to specific permissions so that we can carry out certain activities with your dogs during their stay. Examples of such include but are not limited to; veterinary release instruction form and off-lead permission. These permissions are included in our Boarding/Daycare agreement. By submitting this agreement online, you are consenting to these permissions and as such are contractually bound by them. Likewise, use of the services of SuPaw Nanny will also be deemed acceptance of such.


We will provide mental stimulation, nutrition, adventures, physical exercise, enrichment, socialise them with other dogs, and humans. We will interact with them, feed them and make sure they always have fresh water and provided with any medication required. They will have free roam of our house and garden which is enclosed, safe and secure.


All food is to be provided by the owner (please ensure you bring enough for their entire stay), as well as any necessary equipment (bedding, toys, feeding bowls, puppy training pads, harnesses, collars, leads etc) treats, grooming equipment, & any relevant medication.


Our Obligation – to you and your pet: SuPaw Nanny will take all reasonable and necessary care to ensure the safety and welfare of your pets. SuPaw Nanny and its staff cannot be held responsible for any damage caused by the pets to the house or other pets while in our care. We strongly recommend pet owners insurance coverage for pets. Walks By law (the control of dog’s order 1992) all dogs must have an ID tag on a collar around their necks (even if they are chipped). These can be supplied by the walker at no extra cost for the duration of the walk.

  • The collar with ID will not be taken off during the walk.
  • The equipment used (collar, harness, leads, muzzles etc. must fit the individual dog.
  • Dogs walked together will be from the same family or with permission from all owners.
  • All dogs will be cleared up after.

Road/Lane Walking

  • Dogs will be on a short lead attached to a collar or harness.

Park Walking

  • Only with the owner’s consent would a dog be left off the lead in a suitable area.
  • Dogs off the lead must be of a suitable temperament.
  • Extension leads may be used if there are hazards or doubt in dogs recall ability or where an owner has not given consent. Night-time/Walking in the dark /Walking in fading light
  • Dogs will not be let off lead but may use an extending reflective lead in suitable areas.
  • Flashing collar tags may be provided for the walk in poor visibility conditions.

Behavioural Information

  • Owners should provide an honest opinion of the dog’s behaviour prior to the walk.
  • SuPaw Nanny cannot accept bookings for aggressive pets for safety reasons. You will be liable if your pet injury’s staff, other animals or any property.

Emergency Procedure

  • In the event of an emergency every effort will be made to contact you – as the owner of your dog. However If SuPaw Nanny cannot make contact with you in reasonable time, we reserve the right to make decisions regarding your dog’s health provided it is at all-times acting in the best interests of the dog and on the advice of a veterinary surgeon. As the owner, you are responsible for payment of any veterinary fees incurred by this and will be required to refund SuPaw Nanny any expenses from seeking medical attention. In the unfortunate event that SuPaw Nanny considers your pet should be seen by a vet, we will retain all receipts from the veterinary practice.

On-the-day Walking

  • If there are available time slots you may book a walk for that day. There is not guarantee the time will be available and you are advised to pre-book to ensure your slot is available.

Owner’s Authorisation

  • You (Owner) authorise SuPaw Nanny to obtain any emergency veterinary care that may be necessary during the time spent with my pet. Every effort will be made to contact the owner prior to obtaining emergency care.
  • You accept responsibility for any charges related to this emergency care and also authorise SuPaw Nanny to utilise an alternative veterinarian in the event my regular veterinarian is unavailable.
  • You agree to reimburse SuPaw Nanny for any additional fees for providing emergency care, as well as any expenses incurred for unexpected visits, transportation, housing, food or supplies. It is expressly understood that SuPaw Nanny and its staff shall not be held:
  1. Financially responsible for any damage to client’s property, or that of others, caused by client’s pets during the period in which they are in her care.
  2. Liable if your dog injures a member of staff or another animal.
  3. Responsible for damage incurred by pet escaping due to faulty leash/collar or an ill-fitting collar.


All businesses that provide boarding services whether it is a kennel or in a home, must be registered & licensed under the Animal Welfare Act (1963) & comply to the regulations set under The Animal Welfare Regulation 2018. We are licensed by East Hertfordshire Council (Licence Reference: 17/0779/AHB. We are inspected regularly and are required to keep a register of any animal boarding for inspection by a vet or council approved officer. We are insured for Public Liability under PetPlan Sanctuary.


We are open throughout the year, although we will inform our regular clients of any holiday dates in advance.


Whilst SuPaw Nanny does its very best to adhere to service time-frames (where times are specified) please bear in mind our Nannies are at the mercy of traffic each day so these times are a general guide only, and timings may therefore vary to a degree.


Full payment of fees is due at time of booking in order to reserve your pets place and guarantee Nanny availability. Owners are also required to settle invoices immediately in respect of regular, scheduled bookings. Late payments will invalidate your booking, and you will need to source an alternative option. Should you return home early, you are required to pay for the reserved amount and no refunds will be given. If pet-sitting time exceeds reserved amount, please contact us immediately. We do not guarantee availability and any remaining balance is due in cash as soon as you return. Owners are also responsible for any travelling expenses calculated at .40p per mile incurred by the Nanny or for reimbursement of fares by public transport, should they be required to travel outside of the agreement i.e. emergency Vet etc.


The Client should inform SuPaw Nanny of any cancellation, amendment or extension in booking dates to avoid inconvenience to other Clients and to ensure Nanny’s availability. In the event of cancellations that are notified to us in writing more than 21 working days prior to the start of the booking period, the fee will either be refunded in full or held over to be used on a subsequent booking. Cancellations made later than this will result in the fee being forfeited – see below for full details of our refund policy.

All cancellations carry a non-refundable administrative fee of 25% of overall booking. This is to cover administrative costs in the event of cancellations. Subsequent refunds will be applied as follows and is from the date of initial booking:
0-10 working days – No Refund
10-14 working days – 50% credit for future pet sitting/walking
14-21 working days – 50% credit for future pet sitting/walking and 50% monies refunded
21 working days + – full monies refund

Refunds will be mailed out within thirty (30) working days from notice of cancellation.

SuPaw Nanny has never cancelled a contract but we are required by law to tell you that if we do cancel a contract less than 14 working days prior to the start of the booking period, then you will be entitled to a full refund of the proportion of the fee already paid.


Unpaid invoices exceeding ten days will incur a late payment fee. This is a small sanctioned fee that SuPaw Nanny will impose as reimbursement for the nuisance of processing a late payment. Regular unpaid invoices will render future booking liable to cancellation without notice and without any liability on the part of SuPaw Nanny.


SuPaw Nanny takes great care in selecting responsible and suitable Nanny’s and as such has a very high requirement standard for her Nannies who are located throughout the county. Most have previous experience, mainly in the UK, providing care for all domestic animals and, in some cases, livestock and other farm animals. SuPaw Nanny agrees to provide a Nanny as specified. The Client has the option to meet the individual Nanny should they so wish and acceptance of the Nanny’s services will be deemed satisfaction with suitability and integrity of the Nanny put forward. However SuPaw Nanny can accept no responsibility for the acts and omissions of any Nanny or for any loss or damage caused or contributed to by the Nanny, save as required by statute. Should a Nanny be taken ill or be injured or for any reason not be able to complete the contract SuPaw Nanny will use its best endeavours to make alternative arrangements. If the Client engages the Nanny whether for a definite or indefinite period in any capacity within 12 months of the expiry of their original contact with SuPaw Nanny, SuPaw Nanny will be entitled to receive payment of a one-off fee equal to four times the weekly remuneration paid by the Client to the Nanny. This fee will be payable at the commencement of the engagement.



The Nanny will carry out the primary responsibilities as agreed with the Client and keep the pet area clean and tidy to a reasonable standard. Whilst pet/house sitting the Nanny will maintain cleanliness to a normal standard however clients are respectfully asked to note that our Nannies are not professional cleaners. The Nanny is prohibited from allowing access to client premises to anybody, other than a person authorised to do so by the Client. The Nanny will not eat or drink the Client’s own food or beverages without permission. The Nanny is not responsible for any loss or damage to a Client’s property, however caused (except as required by statute). In the event of a problem or emergency arising the Nanny will use his/her own discretion and will contact the SuPaw Nanny proprietor forthwith.


The Client is responsible for checking that the Nanny’s driving licence is valid and for informing Insurers of their departure and the presence of the Nanny in the house. Nannies are responsible for their own Public Liability Insurance.


The Client must, before handing over the primary responsibilities, run through the completed SuPaw Nanny checklist with the Nanny. In the event that the Nanny is asked to maintain client premises but will not have sole control (i.e. additional attendance of cleaners and gardeners etc) during the Pet-sitting Contract then the Nanny will be entitled to make a small extra daily charge (details on request). In these circumstances the Nanny will not be responsible for any breaches of security.


Clients will be responsible for ensuring pet toys/food/treats are readily available during their absences in order that Nannies can make sure their pets play and dietary needs are met. Should food run out Nannies are authorised to purchase additional feed on owners behalf and must be reimbursed immediately according to receipt of goods as soon as owner returns.