Last updated: 17.01.26

These Terms and Conditions apply to all work carried out by Custom Pet Enclosures ("we", "us", "our"). By placing an order with us, you agree to the terms set out below.

 

1. Deposits and Payments

• A non-refundable deposit of 50% of the total quotation is required to secure your installation date and confirm your order.

• The deposit allows us to purchase materials and begin preparation and fabrication work in advance.

• The remaining 50% balance is due on the day of project completion.

 

2. Installation Requirements and Access

• On the installation day, you must provide full, clear, and safe access to your garden and the installation area.

• The area where the pet enclosure will be installed, including the immediate surrounding space, must be completely clear to allow us to work efficiently and safely.

• We will confirm an estimated arrival time prior to installation.

If access is not available on arrival and we are unable to proceed:

• We reserve the right to cancel the installation

• A £350.00 call-out and inconvenience fee will be charged

• This fee must be paid before a new installation date is arranged

 

3. Cancellations

• You may cancel your order at any time; however, the full deposit will be forfeited.

• As all enclosures are custom-made and bespoke, the deposit covers design time, preparation work, and materials already purchased.

This does not affect your statutory rights in relation to faulty goods or services.

 

4. Design Changes

• Changes to your enclosure design after a deposit has been paid may be possible.

• As materials are purchased at the time of booking, additional costs may apply depending on the nature of the changes.

• Any additional costs will be discussed and agreed with you before proceeding.

 

5. Scheduling and Delays

While we make every effort to attend on the agreed date and time, we cannot be held responsible for delays or changes caused by unforeseen circumstances, including but not limited to weather conditions, supplier delays, or circumstances beyond our control.

 

6. Materials and Natural Characteristics

• We use exterior-grade, pressure-treated timber, which may also be treated with Osmo stain or wood protection.

• Our materials are sourced from natural products. As such, wood may contain natural marks, grains, knots, dents, or imperfections.

• These characteristics are not defects and contribute to the unique appearance of each enclosure.

We cannot replace or alter materials due to natural characteristics, weathering, or changes caused by outdoor exposure, including shrinkage or expansion.

 

7. Wear, Damage, and Maintenance

• Our enclosures are designed for outdoor use and will naturally change in appearance over time.

• We cannot be held responsible for damage caused by:

  • Weather conditions

  • Normal wear and tear

  • Pets or humans

  • Deliberate or accidental damage

Regular inspection and maintenance are the responsibility of the owner.

 

8. Mesh and Safety Materials

We use PVC-coated welded wire mesh panels made from galvanised steel wire, designed to be suitable for use around animals and children.

While we take care in material selection and installation, no enclosure can be guaranteed as completely escape-proof.

 

9. Pet Safety and Liability

• The owner remains fully responsible for their pets at all times.

• Pets should be supervised when using the enclosure and related equipment.

• We cannot accept liability for:

  • Injury, loss, or illness of pets

  • Escapes from the enclosure

  • Damage caused by pets while using the enclosure

The owner should inspect the enclosure daily before allowing pets to use it.

 

10. Vermin and External Factors

• Outdoor enclosures are not fully sealed environments.

• We cannot be responsible for vermin or insects entering the enclosure.

• The owner is responsible for preventing food being left unattended, particularly overnight.

 

11. Services, Utilities, and Property Considerations

• We are not responsible for enclosures built near or over drainage, water pipes, electrical points, or other services that may require future access.

• If access is required in the future, dismantling of the enclosure may be necessary and is not our responsibility.

 

12. Permissions and Property Ownership

If the property is owned or rented, it is your responsibility to obtain all necessary permissions, including landlord or local authority consent where required.

 

13. Moving or Reassembly

• Our enclosures are not designed to be dismantled and reassembled unless agreed in advance.

• If you plan to move and wish to take the enclosure with you, please contact us prior to the build.

• We may be able to assist with disassembly and potential reassembly, subject to a call-out fee and without guarantee.

 

14. Free Pet Portrait Sessions (If Offered)

• Free pet portrait sessions are only available with full catio builds at limited times throughout the year.

• They do not apply to conversions or screens.

• For builds outside Essex, Kent, and Hertfordshire, we reserve the right to offer an alternative product.

Acceptance of a free pet portrait session grants Custom Pet Enclosures and any appointed photographer full and unrestricted rights to use images for promotional and marketing purposes across all media.

 

15. Aftercare and Issues

• You must notify us within 14 days of installation if you identify any issues.

• After this period, a call-out fee may apply.

• Any additional work outside the original quotation will be charged for labour and materials, subject to prior agreement.

 

16. Contact

If you have any questions or concerns regarding these Terms and Conditions, please contact us.

We are committed to providing a high-quality, bespoke service and will always do our best to assist where possible.