FAQs + Terms & Conditions

• A Meet & Greet is required for all new clients before services begin

• Meet & Greets take about 45 minutes

• Meet & Greets cost £20 to be paid via bank transfer 24 hours beforehand

• The £20 will be deducted from your first booking, if we decide to work together and the booking is confirmed within 30 days after the Meet & Greet

• Otherwise this fee is non-refundable

• All Bookings are scheduled and agreed on in writing via email or WhatsApp

• When scheduling a regular walk, this slot is reserved until one party requires changes

• Additional services are subject to availability and confirmed once agreed upon in writing

Before Services commence:

• All onboarding documents need to be completed

• Access to the property needs to be provided

Walkie Pawkies reserves the right to decline services if a suitable or safe arrangement cannot be found.

I kindly ask you to make all payments via bank transfer on receiving the invoice.

Regular Walks & Pet Visits are invoiced in advance at the beginning of each month:

• Payment is due within 7 days unless stated otherwise. Services may be paused in the case of outstanding payments

Additional or ad-hoc- walks or Pet visits are invoiced upfront in the same week or day:

• Payment must be made by bank transfer

• Payment is due before the service is carried out

Daycare (1-3) days are invoiced 14 days prior:

• Full payment is due 14 days before the first Daycare

• This payment won’t be refunded or credited

Holidaycare (4-days or more):

• 50% will be invoiced and paid 6 weeks before the starting date. This is a non refundable deposit

• The remaining 50 % will be due within 7 days of me completing the service

I will inform you about all my absences and holidays with as much notice as possible. I try to never cancel a service short notice unless absolutely necessary.

Walks & Pet Visits:

• If you cancel with less than 14 days notice, no credit or refund will be given

• If you cancel an already paid walk with 14 or more days notice, a credit will ne applied to your next invoice

• If I have to cancel, the cancelled service will be deducted from your next invoice

• I am not responsible for any costs that might occur due to my cancellation

Daycare (1-3 days):

• This payment (paid 14 days prior to the starting date) will not be refunded or credited

• If I have to cancel, a full refund will be given

• I am not responsible for any costs that might occur due to my cancellation

Holidaycare (4+ days):

• The 50% deposit (paid 4 weeks before the starting date) is non-refundable and will not be applied as a credit to future bookings

• If you decide to cancel you will not have to pay the remaining 50%

• If I have to cancel, a full refund will be given in any case

• I am not responsible for any costs that might occur due to my cancellation

• Walkie Pawkies aims to provide services in all reasonable weather conditions

• However, the safety and wellbeing of the dogs, together with safe travel and walking conditions, will always take priority

• Duration, location and the nature of walks may be adjusted where necessary to prioritise the safety and wellbeing of all dogs

• Decisions will always take individual dogs into account while ensuring the safety of the whole pack

• During periods of extreme heat, walks may be shortened and include less walking, with more time spent at suitable rivers, streams or in shaded areas to keep dogs cool and comfortable

• During severe weather, including storms, high winds, flooding, snow or icy conditions, Walkie Pawkies reserves the right to shorten, postpone or cancel services where driving or walking is considered unsafe

• Owners will be informed as soon as reasonably possible if changes to a service are necessary

• Clients must provide safe and reliable access to their property

• If access cannot be gained at the agreed time, the service may be cancelled and charged in full

• Keys and access details are handled securely and confidentially

Day-to-Day Health:

• If a dog shows signs of illness or a contagious disease, Walkie Pawkies reserves the right to postpone or pause walks until the dog is fit to return

• If a dog becomes ill or is injured, I will make reasonable efforts to contact the owner immediately after providing first aid, in order to discuss the next steps

Veterinary aid:

• In the event of illness or injury during care, Walkie Pawkies is authorised to seek veterinary treatment on the owner’s behalf unless stated otherwise

Emergencies:

• If urgent care is required, I may seek veterinary treatment on the dog’s behalf and take them to the nearest or the owner’s preferred vet, depending on what is considered to be in the dog's best interests at the time

• If the owner cannot be contacted, Walkie Pawkies will act in the dog's best interests and follow the advice of the attending veterinary practice

Veterinary Costs:

• All veterinary costs remain the owner’s responsibility

• Time spent attending or waiting at a veterinary practice will be charged at the applicable hourly rate

General Health, Vaccinations & Parasite Control

By booking a service, owners confirm that their dog:

• Is up to date with core vaccinations as recommended by their vet

• Is treated for fleas and worms as required and won't join Walkie Pawkies in the event of a flea or worm infestation

• Is in good general health unless explicitly stated otherwise

• All relevant medical conditions are disclosed before joining a pack and shared with Walkie Pawkies in the Joining the Pack form, so that an appropriate service and approach can be agreed upon

Dogs in season:

• Owners must inform Walkie Pawkies when their dog is in season

• Dogs in season may be unsuitable for certain services, especially pack walks

• Walkie Pawkies reserves the right to cancel or offer an alternative service

• Dogs in season accepted for walks or care will remain on lead at all times

• Whilst every reasonable effort will be made to avoid contact with male dogs, this cannot be guaranteed

Behaviour

By booking a service, owners confirm that:

• Their dog has no history of aggression towards humans or other dogs unless fully disclosed

• All relevant behavioural concerns are disclosed before joining a pack and shared with Walkie Pawkies in the Joining the Pack form, so that an appropriate service and approach can be agreed upon

• Anything that could affect their dog, other dogs or humans has been disclosed

Owner responsibility:

• Dogs must wear an ID tag when attending Walkie Pawkies walks. In line with UK law, the tag must display the owner's name and address, and ideally a contact telephone number

• If a dog causes injury to another animal or person, or damages property whilst on a walk or during a Walkie Pawkies service, the owner remains responsible for any resulting costs, claims or liabilities

• Under UK law, owners remain legally responsible for their dog's behaviour at all times, including whilst the dog is in my care

Accurate information:

• Owners must provide accurate and complete information about their dog's behaviour, training level, health, medical conditions, and any history of aggression, reactivity or other behavioural concerns

• Walkie Pawkies relies on this information to keep walks safe for all dogs and to provide the most appropriate service

• If important information is withheld or incorrect, Walkie Pawkies cannot be held responsible for incidents resulting from undisclosed behaviour

Service suitability:

• Walkie Pawkies reserves the right to adjust walking arrangements, offer a more suitable service or discontinue services if a dog's behaviour poses a risk to people, other dogs or other animals

Feedback & complaints:

• Owners are asked to raise any concerns or complaints within 24 hours of the relevant service, so they can be addressed promptly and fairly

Pack Walks:

• During pack walks, dogs will naturally interact, play and communicate with one another

• Whilst I carefully match dogs and supervise walks at all times, minor scuffles or accidental scratches can occasionally occur as part of normal dog interaction

• By allowing their dog to participate in pack walks, owners acknowledge and accept this small, natural risk

Professional care:

• Walkie Pawkies will endeavor to provide services with care, kindness and professionalism, always acting in the dog's best interests

• Your dog, home and belongings will be treated with the same care and respect as my own

Communication:

• If Walkie Pawkies is unable to provide the agreed service due to unforeseen important circumstances, owners will be informed as soon as reasonably possible

• Any changes or cancellations will be managed in accordance with these Terms & Conditions

Safety:

• Dogs will only be walked off lead with the owner's prior written consent and where it is considered safe and appropriate, taking into account the dog's recall, behaviour, surroundings and any other relevant circumstances

• Dogs will be carefully matched based on temperament, energy level and individual needs to help create safe and enjoyable walks

Equipment & security:

• Walkie Pawkies will carry out a reasonable visual check of owner-supplied walking equipment and may refuse to use any item that appears damaged or unsuitable

• Walkie Pawkies cannot be held responsible for incidents resulting from faulty, damaged or poorly fitted collars, harnesses or leads supplied by the owner

• Walkie Pawkies will take reasonable care to ensure gates, doors and other access points are secured

• Walkie Pawkies cannot be held responsible if a dog escapes from a garden or outdoor area that the owner has confirmed is secure in the Home & Holiday Guide

• Walkie Pawkies holds appropriate public liability insurance, dog walking insurance, and canine first aid training

• My insurance does not replace the owner's legal responsibility for their dog under UK law

• Walkie Pawkies cannot be held liable for:

  • Illness, injury or death of the owner's dog resulting from pre-existing medical conditions

  • Incidents beyond my reasonable control

• Owners remain responsible for any damage or injury caused by their dog at all times

• Occasionally, photographs or short videos may be taken during walks

• These may be used on the Walkie Pawkies website, social media or in printed marketing materials unless the owner has requested otherwise in the Joining the Pack form

• Photos or videos containing identifying information about owners or their property will be kept confidential

• Either party may terminate regular services by giving 14 days' notice

• For all other services, the cancellation policies set out in these Terms & Conditions apply

• Walkie Pawkies reserves the right to terminate services immediately in cases of non-payment, unsafe behaviour, disrespectful treatment, the provision of false or misleading information, or a breach of these Terms & Conditions

• Personal data is stored securely and used solely for the purpose of providing the agreed upon services

• Walkie Pawkies complies with UK GDPR and does not share personal data with third parties unless required by law

• Individual agreements, such as additional services, fees or responsibilities agreed upon by both parties, do not replace or alter these Terms & Conditions unless explicitly stated

• Any such agreements must be recorded in writing and signed by both parties using the appropriate Walkie Pawkies form