PUPPY/DOG DAY CARE AND DOG WALKING TERMS & CONDITIONS

 

General Terms

  • Acceptance of our services is deemed acceptance of our Terms and Conditions and an agreement to pay our fees on time
  • We reserve the right to deny or terminate our service because of safety, financial or other concerns
  • We reserve the right to either impose supplementary charges and/or terminate this agreement if the assignment changes from the description given by the client and requires more time or responsibility, or if there is a change in the nature of the assignment which could not have been reasonably foreseen by either party
  • We reserve the right to stop providing care services to a client whose dog shows aggression to people or other dogs
  • As per UK Law, we cannot accept any dog into our care without an up to date microchip and an ID tag displaying the owners name and address (including postcode), telephone number is optional (but we would recommend this).

Communications

  • The client consents to Pawpairs setting up a WhatsApp group for their dog/s (used for updates and queries) and adding any team member involved in the care of said dog/s
  • The client agrees to send all requests to Pawpairs – no requests are to be sent directly to an individual team member
  • Please note that we have a restrictive covenant agreement with our employees, which means that they are not allowed to offer similar services privately to Pawpairs’ clients within 3 miles of our location, during their employment or for a 6 month period after leaving our employment
  • The client agrees to alert us should any current or ex-employee contact them directly within this time

Booking & Billing

  • We will only accept a booking once the client has met with management, registered an online account, filled in all details about themselves and their dog/s, completed the general statements and permissions (for each dog), uploaded the up-to-date vaccinations status and accepted all terms
  • For clients with regular days, we will setup a 3 month, rolling schedule for them
  • For clients with irregular days, they should submit booking requests via their online account with us, as far in advance as possible, so that we have time to plan staffing accordingly. If dates are not submitted with enough notice, we cannot guarantee availability
  • We require a minimum of 1 day per week or 4 days per calendar month. If the client has a regular week day (e.g. every Wednesday), but will be away for part of the month, they must choose 2 other days within that month to make up the minimum of 4
  • Dates may be swapped for others within the same calendar month, depending on availability
  • Above the 4 day minimum, additional ad hoc dates can be added, depending on availability
  • Our online system is set to refuse requests made within a certain time frame. Should the client have a short notice request, we can be contacted via phone call or whatsapp messaging
  • By “calendar month” we mean 1-31 January or 1-28 February and so on
  • Our fees may change during the year, sometimes at short notice. Our up to date fees will always be found on our website. It is the client’s responsibility to check this, though we will endeavour to update all clients before this happens.

Invoicing & Payment

  • Invoices will be sent as soon as we can confirm our availability
  • All invoices are due on receipt or by the due date shown on the invoice – this may be up to 14 days before the start date (per relevant cancellation policy)
  • We require full payment in advance in order to secure any booking
  • Unless otherwise arranged with management (due to circumstance e.g. last minute request or late invoicing), we may not arrive to collect a dog until the booking has been confirmed and paid for.

    Cancellations

    • Cancellations should be made via your online account with us
    • Our cancellation policies apply from the due (payment) date of an invoice, even if the invoice has not yet been paid
    • We require 28 days notice for any temporary freeze of service or permanent cancellation
    • Extreme weather conditions such as thunderstorms, torrential rain, extreme cold (less than 5 degrees) or heat (more than 30 degrees) may mean a curtailment or cancellation of our services at short notice. Credit/refunds must be discussed and agreed with management
    • If the client’s dog/s suffer from extreme weather conditions, it will be the client’s responsibility to check the weather forecast ahead of time and cancel services with an absolute minimum 24 hours notice
    • If for any reason we are unable to collect a dog, we will try to give 24 hours notice. If not, we will do our best to visit the dog to take them out for a loo break. Credit/refunds must be discussed and agreed with management
    • We do not offer refunds or credit for cancellations made by the client on the day
    • Exceptions may be made at our discretion, but will usually only be for serious medical reasons
    • Covid: for any cancellations made for reasons related to covid, our policies will still apply. Although we do our best to be flexible, we are a small business and cannot afford to lose revenue. Please discuss any issues with management.

    Discounts

    • We may offer discounts for block bookings made per calendar month (e.g. all week days from 1-31 January, not for overlapping months e.g. all week days from 15 January – 15 February)
    • Any discounts must be discussed and agreed with management ahead of any booking
    • Any discounts offered will only apply if full payment is made in advance
    • If cancellations are made by the client, any discount will fall away and be recalculated as per the amended booking – if still applicable.

    Dog Welfare

    • We will not walk dogs who wear choke chains or electric collars, nor will we administer any negative punishment which may cause the dog pain or distress
    • We cannot accept dogs who are not fully vaccinated – including kennel cough (an up to date photo of the dog/s vaccination card/s must be uploaded by the client to their online account)
    • Although every care is taken to prevent contact with dogs with kennel cough, parvovirus or other contagious conditions, the manner and ease of spread, incubation period and proximity of dogs means that it is always possible the client’s dog may contract it and we cannot be held liable
    • Although every care is taken to prevent the spread of external parasites (e.g. ticks, fleas, or lice), we may not be able to detect these and since the dogs will be mixing with our other day care/walk dogs and also other dogs in the parks, we cannot be held liable for the spread. It is the client’s responsibility to medicate their dogs for parasites and we ask that this is done regularly as per their Vet’s recommendation. If we do detect parasites on a dog, we will alert the client, separate the dog from others and may need to send the dog home for treatment
    • We cannot take ill dogs or dogs known to have an infection even on a one to one basis because of the risk of cross infection
    • The client consents to their dog/s being transported in crates and when necessary held temporarily in penned areas, sometimes paired with other dogs, spending periods of time within close proximity to other dogs
    • The client consents to their dog/s sharing water bowls and toys with other dogs
    • The client consents to their dog being walked with other dogs
    • The client consents to their puppy / dog mixing with other dogs of various ages
    • The client consents to Pawpairs feeding their dog/s as requested (always separately from other dogs) and to use treats (plain puppy biscuits) to reinforce their dog/s for good behaviour
    • We believe in off lead walking (to let dogs be dogs!) so the client’s dog/s must have reliable recall before joining any of our group walks. Permission must be given via the online account for us to walk the dog off lead
    • The client consents to Pawpairs taking any action they consider suitable in order to protect and keep their pet in good health
    • The client confirms they will be responsible for any costs which might be incurred, either Veterinary or other, as a result of any sickness, accident, or damage caused to or by the above named dog/s, excepting third party liability, and that they will pay any such costs or expenses on demand.

    Veterinary Authorisation

    • The client gives permission to Pawpairs to act as guardian for their dog/s
    • If for any reason we need to take the client’s to a Vet at short notice, we will take them to our local: The Urban Vet, 665 Garratt Lane SW17 0PB
    • The client authorises the above-named Vets to treat their dog/s in case of any injury or illness
    • The client agrees that, in the event of any surgery or euthanasia, the Pawpairs representative will accept the advice of the Vet and, if the client cannot be contacted, the named emergency contact will be contacted
    • The client gives Pawpairs permission to transport their dog/s to the above-named Vet by whichever means necessary
    • The client will be responsible for any transport costs to Pawpairs as well as any Vet’s charges that may be incurred.

      Timing for Puppy / Dog Day Care

      • Our (local, residential based) daycare operates from 11:00-15:00
      • Dogs will usually be collected any time between 09:00-11:00, depending on our schedule and traffic
      • Dogs will usually be delivered any time between 15:00-17:00, depending on our schedule and traffic
      • We will always do our best to keep clients updated with times, but cannot guarantee this
      • If we are late to collect for any reason, we will always do our best to communicate this.

      Timing for Dog Walks

      • We have 2 approximate walk times: “Walk 1”, 11:30-12:30 and “Walk 2”, 13:30-14:30
      • For “Walk 1”, dogs are usually collected between 10:30-11:30, depending on our schedule and traffic
      • For “Walk 2”, dogs are usually collected between 12:30-13:30, depending on our schedule and traffic
      • There is always an hour window of time allowed to pick up and drop off the client’s dog – i.e. an 11:00 pick up can mean a 10:00 or 12:00 pick up and a 14:00 drop off can mean a 13:00 or 15:00 drop off
        Dogs booked on 2 walks/day will stay with us in-between walks
      • We will always do our best to keep clients updated with times, but cannot guarantee this.

        Keys & Access

        • Once a booking is made, we will require a set of house keys no less than 3 days before the booking start date (these must be delivered to our HQ)
        • If the client books monthly, we will require 2 sets of keys – the spare set will be kept in a key safe at our HQ for back up / coordination purposes
        • We may charge a small fee if the client requires us to collect keys from them (see our website)
        • The client must inform Pawpairs of any/all visitors (e.g. friends, cleaners etc.) to the client’s property if they will be in the house at the same time as one of our representatives
        • No liability can be attached to a Pawpairs representative if a third party shares access to the client’s property or pets.

        Damages & Theft

        • Pawpairs will not be liable for any damage or injury caused by the client’s dog/s
        • Pawpairs may charge the client for any excessive or unreasonable damage caused to our property by a client’s dog
        • Pawpairs will not be liable for any theft of the client’s dog/s
        • Pawpairs will not be liable for any injury/illness to the client’s dog/s unless we can be shown to be negligent
        • Pawpairs cannot be held liable for any theft or damage to the client’s property unless we can be shown to be negligent.

           For any queries, please speak directly with Nick on 07939996379.

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