Terms and Conditions

Last updated: 11 March 2026

These terms and conditions govern your use of the Pets on the Green website and all services provided by Pets on the Green, operated by Ciera O'Rourke. By booking a session, purchasing goods, or using this website you agree to these terms.

1. About Us

Pets on the Green is an animal handling experience provider based at 4 Redvers Road, Warlingham, Surrey, CR6 9HN. We offer private animal handling sessions, birthday parties, care home visits, school and group visits, and animal-assisted intervention (AAI) for children with SEND.

We hold a valid Animal Activities Licence issued by Tandridge District Council, public liability insurance, and Enhanced DBS certification. Our founder, Ciera O'Rourke, is a qualified BSY Level 3 Animal Assisted Therapy Practitioner with NESCOT Animal Management qualifications.

2. Bookings & Payment

All bookings must be made through our website or the Pets on the Green app. Payment is required at the time of booking to confirm your session.

We accept all major credit and debit cards, as well as digital payment methods. All prices are in pounds sterling (GBP) and include VAT where applicable.

We reserve the right to correct pricing errors. If a price is wrong, we will contact you before processing the booking. We may limit or refuse bookings at our discretion.

3. Cancellation & Refund Policy

Private sessions:

7 or more days' notice: Full refund.
Less than 7 days' notice: Reschedule or 50% refund.
Within 48 hours of the session: No refund.

Parties, public events, care home visits & group bookings:

All bookings for parties, public events, care home visits and similar group bookings are non-refundable. These sessions require significant advance preparation, staffing and logistics that cannot be recovered once committed.

We are a small business and our calendar fills up quickly, especially during half terms and school holidays. When a session is cancelled at short notice, that slot often cannot be filled — meaning someone else misses out. For larger group bookings, we also commit to additional staffing costs in advance based on your numbers.

This policy is not about keeping your money — it is about keeping things fair for everyone and ensuring we can continue to deliver the best possible experiences.

Pets on the Green reserves the right to cancel or reschedule sessions due to animal welfare concerns, illness, severe weather, or other circumstances beyond our control. In these cases, you will be offered a full refund or alternative date.

4. Session Details

Sessions typically last 60 minutes and take place indoors at our pet centre in Warlingham, Surrey.
Groups require a minimum of 2 people and a maximum of 10 people per session.
All children under 16 must be accompanied by a responsible adult at all times.
A 30-minute buffer is scheduled between sessions for animal welfare and preparation.
Sessions will begin at the scheduled time. If you arrive early, please be aware that you may need to wait while we reset from the previous session and allow for any staffing breaks.
The animal room is kept warm for the welfare of our cold-blooded animals. Please dress in layers and bring a drink.

5. Session Conduct

You must follow all instructions given by Ciera or any member of our team regarding animal handling, hygiene and safety.
Treat our animals, staff and premises with care and respect at all times.
Do not bring pets or other animals to the session without prior agreement.
Wash or sanitise your hands as directed before and after handling animals.
If, in our reasonable judgement, any participant is behaving in a way that may cause harm to themselves, other visitors, or our animals, we reserve the right to end the session immediately. No refund will be given in these circumstances.

6. Travel & Mobile Sessions

For birthday parties, care home visits, school visits and other events at your location, the following travel policy applies:

Travel within 10 miles of our base in Warlingham is included at no extra charge.
Beyond 10 miles, a travel surcharge of £1.50 per mile applies (calculated from our base to your venue).
We have a maximum travel distance of 25 miles. We are unable to accept bookings beyond this distance.

This limit exists to protect the welfare of our animals. Many of our animals are cold-blooded and sensitive to temperature changes. Long journeys increase stress and make it harder to maintain safe conditions in transit, even with our heated vehicle. Keeping travel distances short means our animals arrive happy, healthy and ready to give your group the best experience.

7. Animal Handling — Risk & Liability

By booking and attending a session, you acknowledge and accept the following:

Interaction with animals carries inherent risks, including but not limited to scratches, nips, bites, and allergic reactions.
Our animals are well-socialised and cared for, but they are living creatures and may behave unpredictably.
You are responsible for informing us of any allergies, medical conditions, or specific needs before the session begins. Sessions involve hay, bedding, animal fur and dander.
You agree to follow all safety and handling instructions provided during the session.
Pets on the Green holds valid public liability insurance. However, we cannot accept liability for injuries or reactions that occur despite reasonable precautions and compliance with our instructions.
Parents and guardians are responsible for supervising their children at all times during the session.

8. Your Responsibilities

Provide accurate information when booking, including group size, ages, and any relevant medical or accessibility needs.
Arrive on time. Late arrivals may result in a shortened session with no reduction in price.
Inform us of any allergies, medical conditions or specific needs before the session begins.
For mobile sessions (parties, events, care home visits), ensure the venue is suitable and accessible for our team and animals.

9. Our Liability

Pets on the Green will take all reasonable steps to provide a safe, enjoyable experience. We hold public liability insurance for your protection.

To the fullest extent permitted by law, our total liability for any claim arising from the use of our services is limited to the amount you paid for the session or product in question.

We are not liable for any indirect or consequential loss, including loss of enjoyment, travel costs, or costs arising from allergic reactions where you failed to inform us of a known allergy.

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by law.

10. Intellectual Property

All content on this website — including text, images, videos, logos, and design — is owned by Pets on the Green unless otherwise stated. You may not copy, reproduce, or distribute any content without our written permission.

Photos and videos taken during sessions are for your personal use. If you share them publicly (e.g. on social media), we would love a tag but do not require one.

11. Privacy & Data

We collect and process personal data in accordance with our Privacy Policy. By using our website and services, you agree to the terms of that policy.

We will never sell your personal data. Information you provide when booking or contacting us is used solely to deliver our services and communicate with you.

12. Reviews & Feedback

We welcome honest reviews from customers who have attended a session. Reviews must be based on genuine firsthand experience and must not contain offensive, discriminatory, or misleading content.

We reserve the right to report or request removal of reviews that are fraudulent, abusive, or posted as part of a coordinated campaign.

13. Third-Party Services

Our website may contain links to third-party websites and services (e.g. payment processors, booking platforms, social media). We are not responsible for the content, privacy practices, or availability of these external services.

Purchases processed through third-party payment providers (such as Stripe or PayPal) are subject to their own terms and conditions.

14. Changes to These Terms

We may update these terms from time to time. The updated version will be posted on this page with a revised date. Continued use of our website or services after changes are posted constitutes acceptance of the revised terms.

15. Governing Law

These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

We encourage you to contact us directly to resolve any issues before taking formal action. Most problems can be sorted with a quick conversation.

16. Contact Us

If you have any questions about these terms, please get in touch:

Pets on the Green
4 Redvers Road, Warlingham, Surrey, CR6 9HN
Email: ciera.rose@icloud.com
Phone: 07748 656269