Terms & Conditions

In these Terms & Conditions:

• "We", "us" and "our" refer to Walks & Wags Co..
• "Owner" refers to the person whose dog is in our care.
• "Dog" refers to the dog under our care.
• "Services" refers to dog walking and any related services provided by Walks & Wags Co..

To ensure the safety and well-being of all dogs in our care, owners must comply with the following:

2.1 Medical & Behavioural Disclosure

• Owners must disclose any known medical conditions, dietary requirements, behavioural issues, or any other factors affecting their dog’s behaviour or health.
• Failure to provide this information may result in termination of services, and the owner assumes full responsibility for any incidents resulting from non-disclosure.

2.2 Vaccinations & Preventative Treatments

All dogs must be fully vaccinated before joining our walks. This includes core vaccines such as:

• Canine Parvovirus
• Distemper
• Leptospirosis
• Infectious Hepatitis

2.3 Aggression & Behaviour

• Dogs displaying aggressive behaviour are not permitted on walks. This includes, but is not limited to:
  • Growling, snapping, lunging, or biting at other dogs, people, or the walker.
  • Resource guarding (e.g., food, toys, people, space) that poses a safety concern.
  • Unmanageable leash reactivity toward dogs, people, or vehicles.
• Owners are required to disclose any known history of:
  • Aggression toward other animals or people.
  • Biting incidents, even if they did not result in injury.
  • Behavioural concerns such as extreme fear, anxiety, or unpredictable reactions in new environments.
• Failure to disclose known issues may result in immediate cancellation of services.

2.4 Equipment

Required Equipment:

• Leads, Collars, and/or Harnesses: Owners must supply secure and well-fitted leads, collars, and/or harnesses suitable for their dog's size and breed.
• Owners are required to disclose any known history of:
  • Aggression toward other animals or people.
  • Biting incidents, even if they did not result in injury.
  • Behavioural concerns such as extreme fear, anxiety, or unpredictable reactions in new environments.
• Identification Tags: Under UK law (Control of Dogs Order 1992), all dogs must wear a collar with ID details, including the owner's name and address. We strongly recommend including a contact phone number.

Unsuitable or Unsafe Equipment:

• If any equipment is deemed unsafe, unfit for purpose, or unsuitable for the dog's size or strength, we reserve the right to refuse service until a suitable alternative is provided.
• Examples of unsuitable equipment may include:
  • Damaged or frayed leads that may snap.
  • Ill-fitting collars or harnesses that could slip off.
  • Prong or electric collars (we do not use or accept aversive equipment).

Additional Equipment for Certain Weather Conditions:

• Cold Weather: For short-haired, small, or vulnerable breeds (e.g., whippets, greyhounds, small toy breeds), coats and boots may be required during extreme winter conditions.

2.5 Emergency Contact & Veterinary Details

• Owners must provide up-to-date emergency contact details and veterinary information.

2.6 Feeding Before Walks

• To prevent life-threatening gastric conditions, owners must not feed their dog within one hour before the walk.

2.7 Treats & Water

• Treats will only be given with owner consent, obtained through the client form.
• Fresh, clean water will always be available during walks.

3.1 Public Liability Insurance

• Walks & Wags Co. holds public liability insurance up to £5,000,000 per occurrence for third-party property damage and injury caused by a dog in our care.

3.2 Care, Custody & Control Insurance

• We maintain insurance up to £100,000 per occurrence covering injury to the dog or other incidents while in our care.

3.3 Indemnity Clause

Owners agree to indemnify and hold harmless Walks & Wags Co. from any claims, damages, or losses resulting from:

• Damage caused by the dog to third-party property exceeding our insurance coverage limits.
• Injury caused by the dog to other animals or individuals due to undisclosed behavioural or medical conditions.

3.4 Dog Aggression & Liability

• Owners accept full legal and financial responsibility if their dog causes harm or damage to another dog, person, or property while in our care, unless Walks & Wags Co. is proven to be negligent.
• This includes but is not limited to vet fees, medical expenses, and legal costs.

3.5 Insurance Recommendations

• We strongly recommend that owners take out insurance covering sickness, accident, injury, and third-party liability.

4.1 Booking & Rescheduling

• Bookings and reschedules must be made via text message, phone, WhatsApp, or email.

4.2 Cancellation Policy

• Cancellations within 24 hours of the scheduled walk: 100% of the fee is charged.
• Cancellations more than 24 hours in advance: No charge.
• Frequent cancellations: May result in a 50% retainer fee unless the slot is filled.

4.3 Inaccessibility Fees

• Inaccessible property (Pick-up): If we arrive at the property and are unable to access it for whatever reason and this is not due to Walks & Wags Co. staff (e.g., faulty door, double-locked door, lockbox jammed, building security denying access, jammed lock due to weather), after attempting for longer than 5 minutes, the full fee will be charged. This is due to our responsibility for other dogs who cannot be left in the car for extended periods.
• Inaccessible property (Drop-up): If we are unable to access the property to drop off a dog—e.g., no one is in, or a key has not been put back (where applicable), and this is not due to Walks & Wags Co. staff—the client will be charged for the additional time the dog remains in our care.

4.4 Payments

• Invoices: Issued weekly on Fridays, with payment due upon receipt.
• Accepted payment methods: bank transfer (BACS) and cash (by arrangement).

4.5 Late Payment Fees

• Payments overdue by 3+ days: £2.50 late fee.
• Payments overdue by 4+ days An additional £0.50 per day until paid in full.

• In the event of an emergency, the dog's safety is our top priority.
• We will attempt to contact the owner immediately. If unreachable, we reserve the right to seek veterinary care.
• By using our services, clients authorise us to make necessary medical decisions in their absence.
• All incidents will be documented and reported to the owner.

6.1 Extreme Weather Conditions

• Hot Weather: Walks will be adapted to keep dogs safe and comfortable. Adjustments may include shorter routes, shaded areas, frequent water breaks, and avoiding hot pavements to prevent paw burns. If temperatures are dangerously high, we may cancel walks for the dog's safety.
• Heavy Rain & Storms: Walks will continue in light rain, but during severe storms, high winds, or flooding, we may shorten or postpone walks for safety. Dogs will be thoroughly dried upon return.
• Snow & Ice: Routes may be adjusted to avoid hazardous areas, and walks may be shortened. If conditions make walking unsafe, walks will be cancelled. For certain breeds with thin coats or small size (e.g., whippets, greyhounds, toy breeds), we may require coats and boots to be provided. If these are not available, we may be unable to walk your dog in severe winter weather.

6.2 Cancellations Due to Illness or Emergencies

• If Walks & Wags Co. staff are unwell or face an emergency and are unable to complete scheduled walks, we will notify clients as soon as possible.
• Where possible, alternative arrangements will be made, such as rescheduling the walk or arranging for a trusted backup walker.

6.3 Client Cancellations Due to Weather

• If a client wishes to cancel a walk due to extreme weather (such as heavy snow, high winds, or storms), no cancellation fee will apply, provided we are notified in advance.
• However, if walks are cancelled due to mild weather conditions (e.g., light rain), the standard cancellation policy applies (see 4.2 Cancellation Policy).
• If you know your dog struggles in specific weather conditions, please discuss this with us in advance so we can agree on a plan that prioritises their comfort and safety.

We always strive to provide the best possible care while prioritising safety. If you have specific preferences regarding weather conditions, please let us know in advance.

• Off-lead walks are only permitted with prior written consent from the owner obtained through the client form.
• Owners accept that off-lead walking carries risks, including altercations, getting lost, or engaging in unsafe behaviour.

8.1 Basic Cleaning After Walks

• Towel Drying: After each walk, if the dog becomes dirty (e.g., muddy paws, wet fur), we will wipe them down with a towel to remove excess dirt and moisture. This ensures that they are as clean as possible before returning home.
• Use of Water: If the dog is particularly muddy or has gotten wet in the rain, and if an outdoor hose or water source is available at the property, we may use water to rinse off dirt or mud. We will only use water if the client has provided access to a hose or tap and it is safe to do so.

8.2 Excessive Dirt or Mud

• In cases where a dog is extremely muddy or dirty and additional cleaning is required (beyond a quick towel dry), we may shorten the walk to allow time for cleaning, but please note that additional grooming services or extensive cleaning are not part of the walk fee.

9.1 Obtaining Consent

• Client Consent: We obtain written consent for photography and the use of media through our Client Form, which is completed prior to the first walk. This form outlines your preferences regarding the use of your dog's photos, videos, and any related content.
• Social Media & Marketing Use: We obtain written consent for permission to use images and videos of your dog on our website, social media platforms, and marketing materials (e.g., brochures, flyers) through our Client Form.

9.2 Withdrawing Consent

• Right to Withdraw: Owners can withdraw their consent at any time, in writing, via email or text. If you choose to withdraw consent, we will cease using new photos and videos of your dog for promotional purposes.
• Existing Media: Please note, while we will remove your dog's image from future marketing materials and social media posts, we may not be able to remove content that has already been published, such as posts that have been shared or are already circulating online.

10.1 Emergency Contact Details

• Primary Client Contact: The client’s contact details (the primary owner) will always be the first point of reference for communication.
• Emergency Contact: In addition to the primary client contact, we require the name, phone number, and relationship of an emergency contact. This emergency contact is used only if the primary client is unavailable or unreachable.
  • The emergency contact must be someone who can make decisions on behalf of the client regarding the dog’s well-being (e.g., if medical care is needed).
  • It is the client’s responsibility to ensure that both the primary and emergency contact details are up-to-date at all times.

10.2 Role of the Emergency Contact

• If for any reason the primary client cannot be reached (e.g., they are unavailable, unreachable, or out of the country), we will contact the emergency contact provided on the Client Information Form for instructions or assistance.
• This contact should be someone who is familiar with the dog and, if needed, able to make decisions regarding emergency care, such as veterinary treatment.
• If you do not have a secondary contact available, please inform us, as we will need a reliable alternative.

10.3 Responsibility to Update Information

• Keeping Information Current: It is essential that clients notify us immediately if there are any changes to their primary or emergency contact details. If emergency contact information is not up-to-date or accurate, we may have to pause or suspend services until we receive the updated details.

11.1 Trial Period Details

• Trial Walks: New dogs will undergo a trial period of up to 5 walks. This allows us to assess the dog’s behaviour, energy levels, and socialisation with other dogs. It also provides an opportunity to gauge how the dog responds to the walker’s style and how they interact with the walking environment.
• Behavior Assessment: During this trial period, we will observe the dog for signs of anxiety, aggression, excessive pulling, or other behaviour that might affect the quality of the walk or the safety of the dog or other animals.
• Owner Feedback: We will provide feedback to the dog’s owner after the trial period to discuss any concerns or recommendations based on the dog’s behaviour during the walks.

11.2 Right to Refuse or Discontinue Services

• Suitability Assessment: After the trial period, if we determine that the dog’s behaviour is not suitable for our services (due to reasons such as persistent aggressive behaviour, anxiety that impacts the walk, or other safety concerns), Walks & Wags Co. reserves the right to refuse or discontinue services.
• We will communicate any concerns or issues with the owner and, where possible, offer recommendations for improvement or alternative services. In some cases, we may refer the owner to a specialist trainer if the dog’s behaviour requires more attention.

12.1 Force Majeure Events

• Examples of Force Majeure: These may include natural disasters such as floods, storms, earthquakes, or extreme weather; government actions or restrictions (e.g., lockdowns, travel bans); pandemics; strikes; or other events that make it impossible or unsafe for us to perform our duties.
• Not Liable for Force Majeure: In the event of a force majeure, Walks & Wags Co. is not liable for failure to perform services. We will make every reasonable effort to notify clients in advance of any service disruption due to such events and will provide alternatives or reschedule walks where possible. However, we will not be responsible for any costs or damages resulting from delays or cancellations caused by such unforeseen circumstances.

12.2 Client Responsibility

• Owner’s Responsibility in Extreme Conditions: In the case of extreme weather or other conditions affecting the ability to safely walk the dog, it is the owner’s responsibility to ensure the dog is cared for in an appropriate manner if services are disrupted.

13.1 Non-Payment of Fees

• Late Payment: If invoices remain unpaid for 2 weeks beyond the due date, we reserve the right to terminate services until payment is received.
• Ongoing Late Payments: Continued late payment may result in the suspension of future services or cancellation of the arrangement altogether.
• Non-payment: If services are terminated due to non-payment, we may seek to recover outstanding fees through appropriate legal channels.

13.2 Termination by Either Party

• Notice Period: Either party may terminate services at any time, provided that one week’s notice in writing is given. This gives both the client and Walks & Wags Co. time to make alternative arrangements. Written notice should be sent via email or text, confirming the request to terminate services.
• Outstanding Payments: All outstanding fees for past walks must be paid in full before the termination of services is finalised. The client must also pay for any walks scheduled during the one-week notice period, regardless of whether they choose to use them.

13.3 Owner Cancellations Without Service

• Cancellation Fee: If the owner terminates services but chooses not to use any walks during the required one-week notice period, they will be charged 75% of the cost of one week's worth of walks, based on the average weekly fees from the past four weeks. This fee compensates Walks & Wags Co. for the reserved time and the loss of scheduled appointments.