Last updated: 13.10.26

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 50% deposit is required to confirm your bespoke catio order and reserve your installation date.

• Once your booking is confirmed, we allocate time in our installation diary and begin planning and preparing your project.

• 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

 

3. Cancellations​

• As every catio is bespoke and installation dates are reserved in advance, cancellation may result in financial losses to our business.

• Should you cancel your confirmed booking, we reserve the right to retain a reasonable amount of your deposit to cover costs and losses directly arising from cancellation. These may include preparation work, materials purchased and lost profit where the reserved installation period cannot reasonably be rebooked.

• Depending on how close cancellation is to installation and the work already undertaken, this may amount to a substantial proportion or, where justified, the full deposit.

• Any amount exceeding our reasonable recoverable losses will be refunded. Please read our full refund policy.

• Your statutory consumer rights remain unaffected.

 

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. 

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12.a Customer Responsibilities – Permissions & Approvals

 

The Customer accepts full responsibility for obtaining all required permissions prior to the commencement of Works.

This includes (but is not limited to):

​

• ●  Landlord / Freeholder consent

• ●  Managing agent approval

• ●  Mortgage lender consent

• ●  Local authority permissions

• ●  Planning permission (if required)

• ●  Compliance with permitted development

• ●  Boundary regulations

• ●  Building and Fire safety regulations

   

• Guidance Disclaimer:

  The Company Custom Pet Enclosures Limited may provide general guidance based on experience. This is for guidance only and does not constitute formal legal or planning advice.

  The Company does not verify or obtain permissions. Responsibility remains solely with the Customer.

 

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.

 

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.