• Introduction 

Welcome to Nana’s Home Pet Sitting. We offer caretaking services for pets to pet owners (“Services”). Booking requests can be made via our website, accessible via the URL (“Website”). 

This document is specifically tailored to pet owners, using our Services. 

We refer to Nana’s Pet Sitting Services as “Nana’s”, “we”, “us” and “our” throughout this document and to the pet owner using our Services as “you”, “your” and “yours”. Together, Nana’s and you are referred to as the “parties”. In this document, we set out the mutual rights and obligations of both the pet owner and Nana’s so that both parties know what to expect.

  • Applicability of these Terms

When you use our Services, you agree to be bound by these terms and conditions (“Terms”). These Terms form a legally binding agreement between you and us. If you do not agree to these Terms, please do not use our Services. 

For some of our Services, additional terms and conditions may apply. If that is the case, we will clearly point this out to you so that you are aware of those additional terms and conditions. Such terms apply in addition to these Terms and do not replace or override them, unless the additional terms expressly state that they take precedence in relation to a certain subject. 

  • Contact

You can contact us by email at or by filling out the contact form on our Website. After a booking is confirmed via email, we will add your telephone number to a WhatsApp group in order to facilitate easy and quick communication between you, Nana’s and the pet sitter. If you do not use WhatsApp, we offer text messaging as an alternative.

It is strictly forbidden to contact our sitters directly for placements or private arrangements regarding any pet introduced via Nana’s network. All bookings and requests should be made by submitting a booking request on or via email via
  • Data protection

When you use our Website and/or Services, certain personal information from you will be collected by us and/or provided by you to us. Your privacy is important to us and we comply with data protection laws, including the EU General Data Protection Regulation (GDPR). 

  • How to book and use our Services

If you have specific dates in mind on which you wish to make use of our Services, you can request a booking via our Website. Register an account, log in and request  booking in our calendar. Upon receipt of your request, we will be in touch with you within a few days to discuss your request. We will gather more information from you in order to understand everything we need to know about your pet and any specific requirements you may have. This is important for us in order to connect you with a pet sitter best suited to take care of your pet. 

Once we have matched you with one of our pet sitters, we can arrange for an optional 30 minute meet & greet with your pet sitter and/or a representative of Nana’s in person. This enables you to meet the person who will be taking care of your pet and check out the place where your pet will be hosted.

You must provide us with the details of an emergency contact for any emergency situations in which urgent action is required and we cannot reach you. The emergency contact will also be approached to drop off your pet if you would not collect your pet within 5 days of the agreed check-out date, unless an extension is agreed with us (please refer to section 6 for more details).

After your confirmation to us that you are happy to proceed with our Services (if you have chosen to meet & greet the pet sitter, you can let us know after the meet & greet), we will collect payment from you. Please refer to the next sections 6 and 7 for our conditions on fees, payment and cancellation. Please note: a booking is only confirmed after we have received your payment. Only upon receiving your payment will the booked dates be locked in our system. 

After we have received your payment, you will receive a text message confirming your booking with details of your pet sitter, any specific requirements and the agreed check-in and check-out dates. 

At the agreed check-in date, you must bring your pet to the pet sitter we have indicated (unless you have booked our pick-up service) along with the items we have requested you to bring, such as food, water bowls, toys and medication. During the course of your absence, you will receive updates about your pet. For short stays, we try to provide daily updates, but for longer stays you may receive updates once every few days. Should you wish the pet sitter to buy (extra) food or other items for your pet, this can be arranged. Any additional expenses, such as extra food or other items, are not included in our fees and must be reimbursed (please refer to section 6). 

At the agreed check-out date, you must collect your pet from the pet sitter yourself (unless you have booked our drop-off service). If you fail to collect your pet on time, additional fees will apply as set out in section 6. 

  • Fees, expenses and payment


We operate a fee schedule which caters for overnight stays and pick-up/drop-off. Our current fees for the various services are published on our Website. 


Payment must be made in advance by using the payment link we will send to you via email.

You must pay for our Services in advance, because we will also have to pay our hosts upfront and we need the booking to be secured. 


Any expenses incurred by the pet sitter, for example for (extra) food, medication and emergency visits to the vet, are not included in our fees. You must reimburse any such expenses afterwards. In order to collect such expenses from you, we will send you another payment link, along with a specification and evidence (receipts or invoices) of any expenses incurred. 

If you fail to bring your pet or if we cannot pick-up your pet up

If you fail to bring your pet to the pet sitter on the agreed check-in date and time, or if we cannot collect your pet at the agreed pick-up time (if you have booked our pick-up service) and it is not our fault that we can’t, you will forfeit the fees you have paid in advance and do not have a right to be refunded. 

If you fail to collect your pet or if we cannot drop your pet off

If you fail to collect your pet from the pet sitter on the agreed check-out date, or if we cannot drop off your pet at the agreed drop-off time (if you have booked our drop-off service), without communicating in advance with us or arranging an extension we are entitled to do any or all of the following:

  • arrange for a drop-off ourselves and charge you for our drop-off service;
  • arrange for a pet sitter to be chosen at our sole discretion (this can be the same one, but may be a different one if not available) for the time being and charge you for the extra days and overnight stays in accordance with our fee schedule;
  • charge you an administrative fee of €50 for dealing with such matter.

We will notify you of the measures we have taken or will take in such an event.

In any event you will be liable to reimburse any expenses incurred for any food, medication, vet visits and other items or services necessary to take care of your pet to the best of our abilities during the extended stay. 

Please note that although we will do our best to cater for a suitable place and pet sitter to host your pet for a limited amount of time after the agreed check-out date, we do have the right to activate our emergency protocol five (5) days after the agreed check-out date. This means that we will reach out to your emergency contact and arrange for transport to the emergency’s contact’s home. You are liable to pay for the costs we incur for such transportation. From the time your pet is no longer with our pet sitter, we do no longer take or have any responsibility in relation to your pet. 

  • Cancellation policy

You can cancel your booking by sending us an email at or sending a WhatsApp message on  +31625552804.

If you choose to shorten the duration of your booking while it is in progress, you are not entitled to a refund of the part you are not making use of and you are liable to pay for 100% of the fees.

If you cancel the service in advance, the following cancellation policy applies:

For Nana’s Club members

Should you wish to cancel your booking after it is confirmed, you must do so no later than 72 hours in advance of the check-in date in order to be eligible for a complete refund.

If you cancel your booking later than 72h before check-in, but before 24h before check-in date (midnight), you’re eligible to 50% refund.

If you cancel later than 24h before check-in date, you are liable to pay for 100% of the fees.

For Non-members

Should you wish to cancel your booking after it is confirmed, you must do so no later than 7 days in advance of the check-in date in order to be eligible for a complete refund.

If you cancel your booking after 7 days before check-in, but 72h before the check-in date (midnight), you’re eligible to 50% refund.

If you cancel your booking after 72h prior to check-in date, you are liable to pay for 100% of the fees.

To cancel, please contact Nana’s, not the pet sitter. It is at our sole discretion to decide on a case-by-case basis if we charge the cancellation fees set out above.

Upon receipt of a cancellation, we will refund the fees paid in advance, minus any cancellation fees, without undue delay but in any event within 14 days by bank transfer to your bank account.  

  • Nana’s Home Club/Club+ membership

Billing Cycle

The membership fee for the Nana’s Home Club membership will be charged to your Payment Method on the specific payment date indicated on the  “Account” page. The length of your billing cycle will depend on the type of membership that you choose (monthly or yearly). In some cases your payment date may change, for example if your Payment Method has not successfully settled, when you change your subscription plan or if your paid membership began on a day not contained in a given month. Log in on the website, and click on the “Subscriptions” tab in My account to see your next payment date. This subscription is set to renew automatically using your payment method on file. You can manage or cancel this subscription from your my account page.

We do not provide refunds or credits for any partial membership periods.

Payment Methods

To sign up for Nana’s Home Club membership, you must provide one or more Payment Methods. You authorize us to charge any Payment Method associated with your account in case your primary Payment Method is declined or no longer available to us for payment of your membership fee. You remain responsible for any uncollected amounts. If a payment is not successfully settled, due to expiration, insufficient funds, or otherwise, and you do not cancel your account, we may suspend your access to the service until we have successfully charged a valid Payment Method. For some Payment Methods, the issuer may charge you certain fees, such as foreign transaction fees or other fees relating to the processing of your Payment Method. Local tax charges may vary depending on the Payment Method used. Check with your Payment Method service provider for details.

You can update your Payment Methods by logging into My account and going to the Payment Methods tab. We may also update your Payment Methods using information provided by the payment service providers. Following any update, you authorize us to continue to charge the applicable Payment Method(s).

Membership Cancellation

You can cancel your Nana’s Home Club membership at any time except during an ongoing stay of your pet at Nana’s Home. After cancellation, you will continue to have access to the service through the end of your billing period. To cancel, go to the “Account” page, View your current subscription under “Subscriptions” tab, and follow the instructions for cancellation. 

If you cancel your membership, any upcoming bookings you have confirmed for your pet will be charged at the rates for non-members and you’ll need to settle the difference in price in order to keep your booking.


If you’re not a member of Nana’s Home Club, you will be charged a downpayment of 20. This amount is only discounted from your final payment in case you complete the booking.

Changes to the Price and Subscription Plans

We may change our membership plans and the price of our service from time to time; however, any price changes or changes to your membership plans will apply no earlier than 30 days following notice to you.

  • Events outside our control

We shall have no liability to you if we are prevented from or delayed in performing our obligations under these Terms, or from carrying on our business, by acts, events, omissions or accidents beyond our reasonable control, including, without limitation, failure of a utility service or telecommunications network, acts of God, war, riot, civil commotion, malicious damage, compliance with any law or governmental order, rule, regulation or direction, epidemic or pandemic, accident, fire, flood, storm or default of suppliers or subcontractors (including pet sitters), provided that you are notified of such an event and its expected duration.

  • Liability/insurance

You are solely liable for any damages caused by your pet during the whole duration of the booking, including but not limited to, damages arising out of injuries caused by your pet to the pet sitter and other individuals or animals the pet comes in contact with and damages to personal belongings and the property of the pet sitter or others. We cannot be held liable for any such damages. 

It is your responsibility to obtain adequate insurance cover for any damages caused by your pet.

In such cases, Nana’s will send you, in due time, an estimate of the damages made together with a request for payment. Such payment must be done to the provided account number no later than 14 days from the date on which the estimate of damages is made.

  • Limitation of our liability

Except for any legal responsibility that we cannot exclude in law or arising under applicable laws relating to the protection of your personal information, we are not legally responsible for any:

  • damages that were not foreseeable to you and us when the contract was formed;
  • damages that were not caused by any breach on our part;
  • damages caused by your pet as set out in section 9;
  • business losses; or
  • damages to non-consumers.
  • Changes to these Terms

We may vary these Terms from time to time. The most recent version of our Terms will be published on our website. The most recent version of our Terms will apply to any new bookings after the date these Terms have been published on our website.

We will notify existing clients of changes that materially affect them by email. The revised Terms will not come into effect earlier than 30 days from the date we give you such notice. The revised Terms do therefore not apply to bookings taking place during that 30-day period, but will apply to bookings taking place after that 30-day period. If you do not agree to the revised Terms and your booking takes place after the 30-day period, you should cancel your booking at least 72 hours prior to the check-in date to receive a full refund. 

  • Assignment

You may not assign or otherwise transfer your rights and obligations under these Terms to a third party without our prior written consent. 

We may assign or transfer our rights and obligations under these Terms to a third party, for example when we merge with another company, or when we are taken over by another company. If this happens, we will make sure that your rights under these Terms are not prejudiced.

  • Severability

If any provision of these Terms (or part of any provision) is or becomes illegal, invalid or unenforceable, the legality, validity and enforceability of any other provision of these Terms shall not be affected.

If any provision of these Terms (or part of any provision) is or becomes illegal, invalid or unenforceable but would be legal, valid and enforceable if some part of it was deleted or modified, the provision or part-provision in question shall apply with such deletions or modifications as may be necessary to make the provision legal, valid and enforceable. In the event of such deletion, the parties shall negotiate in good faith in order to agree the terms of a mutually acceptable alternative provision in place of the provision so deleted.

  • Governing law and disputes

These Terms are governed by Dutch law, without prejudice to mandatory consumer protection laws applicable in your country of residence.

If any disputes arise about these Terms, the parties shall undertake at least one attempt to resolve such dispute in good faith within 30 days from a notice that such dispute has arisen.