90-Day No-Escape Guarantee Terms & Conditions

Last updated: 24/03/2026

These terms apply to the Safe Whiskers 90-Day No-Escape Guarantee. Please read them carefully before purchasing and installing your Safe Whiskers Cat Fence Kit.

The 90-Day No-Escape Guarantee is offered by Safe Whiskers in addition to your statutory rights. It does not affect your legal rights if a product is faulty, not as described, or otherwise fails to meet legal requirements.

1. What the Guarantee Covers

The 90-Day No-Escape Guarantee applies where a cat escapes from a garden by climbing, jumping over, or otherwise passing through a correctly installed Safe Whiskers Cat Fence Kit during the guarantee period.

If your claim is approved, Safe Whiskers will refund the purchase price paid for the eligible Safe Whiskers Cat Fence Kit.

This guarantee only applies where all eligibility requirements in these terms have been met.

2. Guarantee Period

The guarantee is valid for 90 calendar days from the confirmed delivery date of your Safe Whiskers Cat Fence Kit.

Claims must be submitted within this 90-day period.

Claims submitted after the 90-day period will not be accepted.

3. Eligible Products

The guarantee applies only to Safe Whiskers Cat Fence Kits purchased directly from Safe Whiskers.

The guarantee does not apply to:

  • Spare parts purchased separately
  • Replacement parts
  • Second-hand or resold products
  • Products purchased from unauthorised sellers
  • Products used for commercial, rescue, cattery, boarding, or breeding purposes unless agreed by Safe Whiskers in writing
  • Products that have been altered, modified, damaged, misused, or combined with third-party parts

4. Minimum Height Requirement

To be eligible for the 90-Day No-Escape Guarantee, the Safe Whiskers Cat Fence Kit must be installed on a boundary with a finished installed height of at least 1.95 metres.

This is measured from the ground level accessible to the cat to the top of the installed system.

Installations below 1.95 metres are automatically excluded from the 90-Day No-Escape Guarantee, regardless of the reason for escape.

It is the customer’s responsibility to check that their boundary and installation meet this minimum height requirement before making a claim.

5. Correct Installation Requirement

The guarantee only applies where the Safe Whiskers Cat Fence Kit has been correctly installed in accordance with the official Safe Whiskers installation instructions.

Correct installation includes, but is not limited to:

  • Installing the kit around the full escape-risk perimeter
  • Ensuring there are no gaps, weak points, or incomplete sections
  • Installing the brackets at the correct spacing
  • Ensuring the overhang faces inward towards the garden
  • Securing the mesh correctly to the brackets and boundary
  • Properly securing corners, gates, joins, and end sections
  • Ensuring the cat cannot go under, around, through, or between any part of the installation
  • Ensuring the finished installed height is at least 1.95 metres
  • Using the product only as intended
  • Using only Safe Whiskers supplied or approved parts

The guarantee does not apply where the product has been installed incorrectly, partially, loosely, insecurely, or in a way that differs from the official installation instructions.

6. Full Perimeter Requirement

The guarantee only applies where the Safe Whiskers Cat Fence Kit protects the full escape-risk perimeter of the garden or outdoor area.

The guarantee does not apply where the cat escapes through, over, under, or around an area not protected by the Safe Whiskers Cat Fence Kit.

This includes, but is not limited to:

  • Open or unsecured gates
  • Side passages
  • Gaps in existing fencing
  • Low walls
  • Damaged fencing
  • Shared boundaries
  • Sheds, garages, trees, pergolas, trellis, or other structures
  • Neighbouring property features
  • Any area where the kit was not installed

7. Climbable Objects and Escape Aids

The guarantee does not apply where the escape is caused or assisted by any object, surface, structure, or feature that allows the cat to climb, jump, launch, balance, or bypass the installed system.

Examples include, but are not limited to:

  • Trees
  • Sheds
  • Garages
  • Greenhouses
  • Bins
  • Garden furniture
  • BBQs
  • Storage boxes
  • Trellis
  • Pergolas
  • Planters
  • Walls
  • Posts
  • Ledges
  • Shelving
  • Neighbouring structures
  • Any object placed near the boundary
  • Any object the cat can use to gain height or access an escape route

It is the customer’s responsibility to remove, block, reposition, or otherwise prevent access to climbable objects and escape aids.

8. What Counts as an Escape

For the purpose of this guarantee, an escape means the cat leaves the enclosed garden or protected outdoor area by climbing, jumping over, passing through, or bypassing the correctly installed Safe Whiskers Cat Fence Kit.

The following are not covered as escapes under this guarantee:

  • The cat leaving through an open door
  • The cat leaving through an open window
  • The cat leaving through an open, unlocked, damaged, or unsecured gate
  • The cat escaping before installation is complete
  • The cat escaping through an area where the kit was not installed
  • The cat escaping under an existing fence or boundary
  • The cat escaping through damaged, rotten, loose, or unsuitable existing fencing
  • The cat being let out by a person
  • The cat escaping due to storm damage, vandalism, animal damage, accident, neglect, or misuse
  • The cat escaping from a temporary or incomplete setup

9. Evidence Required to Make a Claim

To make a claim under the 90-Day No-Escape Guarantee, the customer must provide clear evidence of the escape.

This may include:

  • Video footage of the cat escaping
  • CCTV footage
  • Doorbell camera footage
  • Photographs clearly showing the escape route
  • Other clear evidence showing how and where the cat escaped

The customer must also provide clear photographs of the relevant installation area, including:

  • The alleged escape point
  • Nearby brackets
  • Mesh fixing
  • Corners
  • Gates
  • Joins
  • End sections
  • The surrounding boundary
  • Any nearby objects, structures, or surfaces that may have assisted the escape
  • Evidence showing that the installed height is at least 1.95 metres

Safe Whiskers may request additional photographs, measurements, videos, or information to assess the claim.

We may reject a claim where the customer cannot provide sufficient evidence of the escape route or sufficient evidence to allow us to assess the installation.

10. Claim Process

To submit a claim, the customer must contact Safe Whiskers within the 90-day guarantee period and provide:

  • Order number
  • Name and contact details
  • Delivery date
  • Date of the escape
  • A clear description of what happened
  • Evidence of the escape
  • Photographs of the relevant installation area
  • Any measurements requested by Safe Whiskers
  • Any additional information reasonably requested by Safe Whiskers

Claims should be submitted to:

hello@safehwiskers.co.uk

Safe Whiskers will review the evidence provided and may request further information before making a decision.

11. Assessment of Claims

Safe Whiskers will assess claims reasonably based on:

  • The evidence provided
  • The official installation instructions
  • The installed height
  • The condition of the existing boundary
  • The completeness of the installation
  • The presence of gaps, weak points, climbable objects, or escape aids
  • Whether the escape was caused by the product or by another factor

Safe Whiskers may reject a claim if, in our reasonable opinion, the escape was caused or contributed to by incorrect installation, incomplete installation, insufficient height, external objects, boundary defects, third-party parts, customer misuse, or any other excluded factor.

12. Opportunity to Correct Installation Issues

If Safe Whiskers identifies a likely installation issue, environmental issue, gap, climbable object, weak point, or other correctable cause of escape, the customer may be required to correct the issue before any refund is considered.

This may include, but is not limited to:

  • Repositioning or securing mesh
  • Fixing gaps
  • Adjusting brackets
  • Securing gates
  • Removing climbable objects
  • Blocking access to trees, sheds, or structures
  • Extending the protected perimeter
  • Increasing the installed height
  • Repairing existing fencing or boundary defects

If the customer does not make the recommended corrections, the claim may be rejected.

13. Exclusions

The 90-Day No-Escape Guarantee does not apply where:

  • The installed height is below 1.95 metres
  • The kit was not installed in accordance with the official instructions
  • The installation does not cover the full escape-risk perimeter
  • There are gaps, weak points, loose sections, or incomplete sections
  • The cat escaped through an unprotected area
  • The cat escaped under, around, or through the existing boundary
  • The existing fence, wall, gate, or boundary is damaged, weak, rotten, low, unstable, or unsuitable
  • The cat used a climbable object or nearby structure to escape
  • The kit was modified, cut incorrectly, altered, damaged, or misused
  • Non-Safe Whiskers parts were used
  • The customer cannot provide sufficient evidence of the escape
  • The customer cannot provide sufficient evidence of correct installation
  • The escape occurred outside the 90-day guarantee period
  • The claim was submitted after the 90-day guarantee period
  • The product was used for commercial or non-domestic purposes without written approval
  • The product was damaged by weather, animals, vandalism, accident, neglect, or misuse
  • The cat was intentionally or accidentally let out by a person
  • The escape occurred before the installation was complete

14. Refunds

If a claim is approved, Safe Whiskers will refund the purchase price paid for the eligible Safe Whiskers Cat Fence Kit.

The guarantee does not cover:

  • Delivery charges
  • Installation costs
  • Tools
  • Labour
  • Contractor fees
  • Return postage
  • Replacement fencing
  • Property repairs
  • Vet bills
  • Loss of time
  • Loss of earnings
  • Consequential losses
  • Any costs not directly forming part of the purchase price of the eligible kit

Refunds will be made to the original payment method where possible.

Safe Whiskers may require the customer to return some or all of the product before a refund is issued.

15. Returns Following an Approved Claim

Where Safe Whiskers requests return of the product, the customer must return the requested components within the timeframe provided.

The product must be returned in reasonable condition.

Safe Whiskers may refuse or reduce a refund where returned components are missing, deliberately damaged, altered, or not returned when requested.

Unless otherwise agreed in writing, the customer is responsible for removing the product and arranging return.

16. One Claim Per Order

Only one guarantee claim may be submitted per eligible order.

Once a claim has been assessed and rejected, the same claim may not be resubmitted unless Safe Whiskers specifically requests further evidence or agrees to reconsider the claim.

17. No Transfer of Guarantee

The 90-Day No-Escape Guarantee is personal to the original purchaser and is not transferable.

It does not apply to second-hand buyers, resale purchasers, gifted products, or products moved to a different property after installation.

18. Customer Responsibility

The customer is responsible for:

  • Measuring their boundary before purchase
  • Ordering sufficient product for the full escape-risk perimeter
  • Ensuring the boundary is suitable for installation
  • Installing the product correctly
  • Ensuring the finished installed height is at least 1.95 metres
  • Removing or blocking climbable objects
  • Maintaining the existing fence, wall, gate, or boundary
  • Checking the installation regularly
  • Repairing any damage or loosened sections
  • Supervising their cat as appropriate

Safe Whiskers is not responsible for escapes caused by customer error, unsuitable boundaries, environmental factors, or failure to maintain the installation.

19. Changes to the Guarantee

Safe Whiskers may update these terms from time to time.

The terms that apply to your purchase are the terms in force at the time of your order, unless a change is required by law or regulation.

20. Statutory Rights

This guarantee is provided in addition to your statutory rights.

Nothing in these terms limits or excludes your legal rights in relation to faulty goods, goods that are not as described, or any other rights that cannot legally be excluded.