Terms & Conditions

DOG WALKING TERMS & CONDITIONS

1. MEET & GREET
All new clients are required to complete an initial meet and greet before dog walking services begin. This is free of charge and allows us to meet your dog, discuss their usual routine, behaviour, health and walking requirements, and ensure that our service is suitable for them. A dog walking agreement and all required information must be completed before the first walk takes place. Woof & Whiskers reserves the right to decline a booking where we do not believe we can safely or appropriately meet a dog's needs.

2. SOLO DOG WALKING
Woof & Whiskers provides an exclusively solo dog walking service. Dogs are walked individually and will not be grouped or walked with dogs from other households. Where two or more dogs from the same household require walking together, this must be agreed in advance and will depend upon whether they can be safely and comfortably managed together.

3. SUITABILITY & BEHAVIOUR
Owners must provide full and accurate information regarding their dog's behaviour, temperament and walking requirements. This includes any known history of aggression, reactivity, biting, snapping, lunging, resource guarding, significant fear or anxiety, escape behaviour, poor recall, excessive pulling or any other behaviour which could affect the safe handling of the dog. Although walks are provided on a solo basis, we cannot guarantee that other dogs, people, livestock, wildlife, vehicles or other potential triggers will not be encountered while out walking.
Our solo walking service does not mean that we are able to accommodate every dog. Dogs must be reasonably manageable and safe for one person to walk and handle.

Woof & Whiskers reserves the right to refuse, suspend or discontinue services if a dog's behaviour presents an unacceptable risk to themselves, the walker, another animal, a member of the public or property. If previously undisclosed behaviour becomes apparent during a walk, we may shorten or terminate the walk where necessary for safety.

4. INITIAL WALKS
The first two walks will be treated as an introductory period, allowing us to become familiar with your dog and assess their behaviour, handling requirements and suitability for our service. Continuation of regular walks following this period will be at the discretion of Woof & Whiskers. If we determine that our walking service is not suitable for your dog, we reserve the right to discontinue future walks.

5. WALK TIMES
We are unable to guarantee an exact arrival time for regular dog walks. Walks will normally be scheduled within one of the following time periods:
Morning: 8am–11am
Midday: 11am–2pm
Afternoon: 2pm–5pm
Whilst we will do our best to accommodate preferences, timings may vary due to traffic, weather, emergencies, changes to our schedule or other circumstances outside our control. Where applicable, you will receive a notification when we are on our way to your property.

6. WALK DURATION
Walk durations are based on the service booked. Routes and walking locations will be chosen based on your dog's individual needs, behaviour, weather conditions, safety and the time available. Where a dog needs to be cleaned or dried following their walk, reasonable time required to do this may form part of the booked appointment.

7. COLLARS, HARNESSES & EQUIPMENT
Dogs must have a secure and correctly fitted collar and/or harness suitable for walking and must wear an identification tag in accordance with legal requirements. Owners are responsible for ensuring any equipment supplied for their dog is safe, secure, appropriately fitted and in good condition. Woof & Whiskers reserves the right to use suitable alternative walking equipment where we consider this necessary for the dog's safety.

8. ON & OFF-LEAD WALKING
All dogs will initially be walked on lead. Off-lead exercise will only be considered once we have built an appropriate relationship with your dog, are satisfied with their recall and have received prior written permission from the owner.
Even where permission has been given, the decision to allow a dog off lead on an individual walk remains at the discretion of Woof & Whiskers. Dogs will remain on lead whenever we consider this necessary for their safety, including around roads, livestock or other potential hazards.

9. HEALTH & MEDICAL CONDITIONS
Owners must ensure that their dog is fit and healthy enough for the walking service booked. Any illness, injury, medication, medical condition or change in mobility which may affect the dog's exercise or care must be disclosed before their walk. Owners must also inform us if their dog develops an infectious or contagious illness. Woof & Whiskers reserves the right to refuse, shorten or adapt a walk where we believe this is necessary to protect the health or welfare of the dog.

10. VACCINATIONS & PARASITE CONTROL
Dogs must be fully vaccinated and kept up to date with appropriate flea and worm prevention. Dogs must be microchipped in accordance with UK law. If active fleas or flea dirt are identified, walking services will be suspended until at least 48 hours after appropriate treatment has been administered. Owners must notify us of any known contagious illness or parasite infestation before a scheduled walk.

11. WEATHER CONDITIONS
Your dog's welfare will always take priority over completing the full duration of a scheduled walk. During extreme heat, severe weather, storms, snow, ice or other potentially unsafe conditions, walks may be shortened, adapted or replaced with an appropriate toilet break/home visit. Decisions will be based on the individual dog, the conditions at the time and our professional judgement. We will not put a dog at unnecessary risk simply to complete the scheduled walking duration.

12. PROPERTY ACCESS & KEYS
Where Woof & Whiskers is provided with a key to your property, this will be stored securely and will not be labelled with your full address. Owners are responsible for ensuring that any keys, key safes, alarm codes and access instructions provided are accurate and working. Woof & Whiskers cannot accept responsibility for loss, damage or a breach of security resulting from the property being left unlocked by the owner, keys being left in an insecure location, faulty locks or key safes, or access being granted to another person. If we are unable to gain access to your property due to an incorrect key, changed alarm code, inaccessible key safe or another issue outside our control, the scheduled walk will still be charged in full.

13. EMERGENCIES & VETERINARY CARE
In the event of an emergency, Woof & Whiskers reserves the right to act in the best interests of your dog. We will make reasonable efforts to contact you immediately. If you cannot be reached, we will attempt to contact your nominated emergency contact. If neither party can be reached and veterinary attention is considered necessary, we may seek veterinary advice or treatment on your behalf. The owner will be responsible for any associated veterinary costs unless an injury is directly caused by proven negligence on the part of Woof & Whiskers.

14. RISK & LIABILITY
Every reasonable precaution will be taken to ensure your dog's safety and wellbeing while in our care. However, dog walking is an outdoor activity and naturally involves some degree of risk. Woof & Whiskers will not be responsible for injury, illness, loss or damage arising from circumstances outside our reasonable control or from inaccurate or incomplete information provided by the owner. Owners remain responsible for any loss, damage or injury caused by their dog except where this results directly from negligence by Woof & Whiskers. Nothing within these Terms & Conditions excludes or limits liability where it would be unlawful to do so.

15. RETURNING YOUR DOG
We will make reasonable efforts to return your dog in a clean and dry condition. During wet or muddy weather, owners should leave a suitable towel somewhere easily accessible. Due to the nature of outdoor exercise, we cannot guarantee that dogs will return completely clean or dry.

16. PAYMENT
Dog walking services are payable in advance by bank transfer. Depending on the agreed arrangement, walks may be invoiced weekly or monthly in advance. Payment must be received by the due date shown on the invoice. If payment remains outstanding, Woof & Whiskers reserves the right to suspend further walks until the outstanding balance has been paid.

17. CANCELLATIONS
A minimum of 72 hours' notice is required to cancel or rearrange a booked dog walk without charge.
Cancellations made with less than 72 hours' notice will be charged at the full booked rate.
If Woof & Whiskers is unable to provide a scheduled walk, no fee will be charged and any payment already made for the affected walk will be credited or refunded. As much notice as reasonably possible will be provided for planned annual leave and other known absences.

18. CHANGES TO YOUR DOG'S NEEDS OR BEHAVIOUR
Owners must inform Woof & Whiskers of any significant changes to their dog's health, behaviour, medication, mobility or walking requirements. This includes any new aggressive, reactive, fearful or escape-related behaviour. Failure to disclose information which materially affects our ability to safely care for or handle your dog may result in services being suspended or terminated.

19. CHANGES TO AVAILABILITY & TERMINATION OF SERVICES
Dog walking services are provided subject to the ongoing availability and capacity of Woof & Whiskers. A regular walking arrangement does not guarantee permanent or indefinite availability. From time to time, changes to our availability, working hours, service area or business operations may mean that we need to alter, reduce or discontinue regular dog walking services. Where Woof & Whiskers needs to discontinue an ongoing walking arrangement due to a change in availability or business circumstances, we will aim to provide a minimum of 14 days' notice wherever reasonably possible.
Woof & Whiskers also reserves the right to discontinue dog walking services where:

• A dog's behaviour presents an unacceptable safety risk;

• A dog becomes unsuitable for the type of walking service we provide;

• Important behavioural or medical information has not been disclosed;

• There are repeated late payment or cancellation issues;

• We are repeatedly unable to safely access the property; or

• Circumstances arise which mean we can no longer safely or appropriately provide the agreed service.

Services may be suspended or terminated immediately where there is a significant safety or welfare concern, serious breach of these Terms & Conditions, or another circumstance which makes it unreasonable or unsafe for the service to continue.
Any prepaid walks falling after the date on which Woof & Whiskers ends the service will be refunded or credited where the service has not been provided.

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HOME BOARDING

 

1. Booking Suitability, Meet and Greet and Trial Stays

All new dogs must complete Woof and Whiskers' assessment and familiarisation process before a home boarding stay is accepted.  This may include a meet and greet, familiarisation with the resident dog and/or other suitable dogs, a daytime assessment and an overnight trial stay. Where required by our licensing conditions, or where Woof and Whiskers considers it necessary to properly assess suitability, an overnight trial stay must be completed before a longer booking is confirmed. 

Successful completion of a meet and greet, assessment or trial stay does not guarantee that a future booking will be accepted or completed. A dog's behaviour can change in different environments and circumstances and suitability is assessed on an ongoing basis. Woof and Whiskers reserves the right to decline a booking where we do not consider the arrangement suitable for the dog, the resident dog, other dogs in our care or the home boarding environment.

 

2. Owner Disclosure and Accuracy of Information

The owner must provide complete and accurate information regarding their dog's health, behaviour, temperament and care requirements. This includes, but is not limited to, growling, snapping, lunging, biting, resource guarding, possessive behaviour, separation related distress, destructive behaviour, escape behaviour, excessive vocalisation, reactivity, handling sensitivity, difficulties interacting or living alongside other dogs or people, difficulty settling or regulating behaviour, previous behavioural concerns raised by another pet care provider and previous pet care arrangements that have been refused or terminated because of the dog's behaviour. Owners must answer behavioural screening questions based on their dog's actual behaviour, including behaviour occurring only occasionally. The owner must notify Woof and Whiskers before any future booking of any material change to their dog's health, medication, behaviour, temperament or care requirements.

Woof and Whiskers may require a further assessment or trial stay where circumstances have changed.

 

3. Health, Vaccinations and Fitness to Board

Dogs must be fit and well enough to board. The owner must disclose all known medical conditions, injuries, medication and relevant health concerns before the booking begins. Dogs must meet the vaccination requirements applicable to our licence and current business insurance policy. Required vaccination evidence must be provided before arrival.  Woof and Whiskers reserves the right to refuse admission where required evidence has not been supplied or where a dog appears unwell, infectious or otherwise medically unsuitable for boarding.

Where a dog's health changed before a booking, the owner must inform Woof and Whiskers before arrival. Woof and Whiskers may require veterinary confirmation that a dog is fit to board where there is a reasonable welfare concern.

 

4. Fleas, Worms and Parasites

Dogs must arrive appropriately protected against fleas, worms and other parasites. If fleas, worms or another potentially transmissable parasite are identified before admission, Woof and Whiskers may refuse the booking. If a parasite issue is discovered during a stay, the owner will be informed and Woof and Whiskers may require the dog to be collected where necessary to protect the welfare of animals within the home. Where treatment is required for the dog's immediate welfare, Woof and Whiskers may seek appropriate veterinary advice or treatment. The owner is responsible for reasonable veterinary treatment, transport or related costs arising from a parasite issue affecting their dog, except where Woof and Whiskers is legally responsible for those costs. Any refund following early termination will be dealt with under Section 11.

 

5. Food

Woof and Whiskers does not provide food. The owner must provide sufficient quantities of their dog's usual food for the entire duration of the booking together with clear feeding instructions. If insufficient food is supplied, the owner is responsible for arranging for additional food to be provided. If Woof and Whiskers is required to purchase food in order to meet the dog's immediate welfare needs, the owner must reimburse the full purchase cost together with any reasonable delivery, travel or collection costs incurred. Woof and Whiskers is not responsible for the cost of food required because insufficient quantities were supplied by the owner. Dogs from different households will be fed separately.

 

6. Medication

All medication must be supplied in its original labelled packaging unless otherwise agreed. The owner must provide complete and accurate written instructions regarding dosage, timing and administration. Sufficient medication must be supplied for the entire booking. Woof and Whiskers will administer medication in accordance with the owner's instructions and/or veterinary directions where reasonably practicable. If additional medication has to be obtained because insufficient medication was supplied, the owner is responsible for the medication and reasonable associated veterinary, travel or collection costs. The owner must disclose any known difficulty adminstering their dog's medication before the booking.

 

7. Multi Dog Home Environment

Woof and Whiskers operates a home boarding environment with a resident dog and may board dogs from other households. The owner must provide the required written consent for their dog to be boarded on the premises at the same time as dogs from other households. Dogs will only share communal areas where Woof and Whiskers considers this appropriate. Compatibility is monitored throughout every stay. Previous compatibility does not guarantee future compatibility. Woof and Whiskers may separate dogs at any time for feeding, rest, management, safety or welfare.

The decision as to whether dogs are introduced, mixed, separated or reintroduced rests with Woof and Whiskers. 

 

8. Behaviour and Management

Woof and Whiskers does not knowingly accept dogs whose behaviour cannot be safely or appropriately managed within our home boarding environment. A dog does not need to have bitten or injured another animal or person before Woof and Whiskers may determine that a booking is unsuitable. Behaviour that may result in additional management, separation or termination includes, but is not limited to: 
 

Aggression, growling, snapping or lunging, resource guarding or possessive behaviour, inappropriate or excessively physical interactions with other dogs, persistent pestering of another dog, inability to disengage appropriately, repeated posturing or social pressure towards another dog, mounting or repeatedly standing over/blocking another dog, destructive behaviour, escape attempts, excessive or persistent vocalisation, significant separation related distress, inability to settle, barrier frustration, behaviour causing significant distress to another dog or any behaviour Woof and Whiskers reasonably considers unsuitable or unsafe within the boarding environment.
 

Woof and Whiskers may alter a dog's routine or management where reasonably necessary for safety or welfare.

This may include removing toys, chews or other resources, separating dogs, providing additional rest periods, restricting particular activities or changing how dogs interact. The safety and welfare of all dogs and people within the home takes priority over maintaining a particular activity or routine requested by the owner.

 

9. Separation and Supervision

Home boarding takes place within a normal household environment and does not provide continuous one to one human supervision. Dogs may be left without a person present for reasonable periods within applicable licensing requirements and according to the individual dog's welfare needs. The owner must accurately disclose how their dog behaves when left without a person present and when separated from people within the home. Dogs displaying significant separation related distress, destructive behaviour escape behaviour or an inability to settle may not be suitable for continued boarding.

Woof and Whiskers may modify arrangements or require early collection where a dog's response to separation creates a significant welfare or safety concern.

 

10. Emergency Contact and Collection

The owner must provide a suitable emergency contact who will remain contactable during the booking and who is willing and able to take responsibility for and arrange collection of the dog if the owner is unavailable. If Woof and Whiskers determines that a dog must leave the boarding environment early, the owner or nominated emergency contact must arrange collection as soon as possible and within the timeframe specified by Woof and Whiskers. If the owner is unavailable, responsibility for arranging collection passes to the nominated emergency contact. If neither the owner nor emergency contact can arrange collection, Woof and Whiskers may make reasonable alternative arrangements where necessary for the dog's immediate safety and welfare. The owner is responsible for reasonable costs arising from alternative care, emergency transport or collection arrangements required because the owner or emergency contact is unable to arrange collection.

 

11. Early Termination by Woof and Whiskers

Woof and Whiskers reserves the right to terminate a booking at any time where, in our reasonable professional judgement, continuing the stay is no longer safe, appropriate or in the welfare interests of the dog, another animal or any person.

This may include, but is not limited to, behavioural concerns, incompatibility, aggression or threatening behaviour, resource guarding, excessively physical interactions, destructive or escape behaviour, significant separation related distress, inability to settle, excessive or persistent disruption, illness or injury requiring alternative care or another significant safety or welfare concern.
 

Woof and Whiskers is not required to wait for a bite, injury, fight or other serious incident to occur before terminating a booking. The decision as to whether a stay can safely and appropriately continue rests with Woof and Whiskers.
 

Refund Following Early Termination

Where Woof and Whiskers terminates a stay for behavioural, compatibility, health or welfare reasons, the owner will receive a refund for any unused boarding nights remaining after the dog has left our care. Charges for care already provided remain payable.
 

Where Woof and Whiskers has incurred reasonable additional costs for which the owner is responsible under these Terms and Conditions as a direct result of the dog's behaviour or early termination of the stay, those costs may be deducted from any refund due. This may include reasonable costs relating to significant property damage directly caused by the dog, veterinary treatment for which the owner is responsible, emergency transport or necessary alternative care. Any deduction will be limited to the reasonable amount actually incurred or required to remedy the loss and, where applicable, supported by receipts, invoices, photographs or other appropriate evidence. If the amount owed exceeds the refund due, the remaining balance will be payable by the owner.

 

12. Booking, Payment and Owner Cancellation

Booking Deposit

A 50% booking deposit is required to secure all home boarding bookings.

Boarding places are limited and dates are reserved specifically for each confirmed booking. Once a booking is confirmed, Woof and Whiskers may declince other enquiries for the dates reserved. The booking deposit protects that reserved capacity and the potential loss resulting from cancellation. A booking is not confirmed and dates will not be held until the required deposit has been received.
 

The remaining balance is due 14 days before arrival.

Where a booking is made within 14 days of arrival, full payment is required at the time of booking.
 

Cancellation More Than 4 Weeks Before Arrival

Where the owner cancels more than 4 weeks before the scheduled arrival date, the booking deposit will not be refunded but may be transferred in full as credit towards one alternative home boarding booking commencing within 12 months of the original booking date. The alternative booking is subject to availability and continued suitability of the dog. Credit cannot be exchanged for cash and expires if not used within the applicable 12 month period.
 

Cancellations Within 4 Weeks of Arrival

Where the owner cancels within four weeks of the scheduled arrival date, the 50% booking deposit is non refundable and non transferrable. The owner will not be required to pay any remaining balance that has not already been paid. If the remaining balance has already been paid, any amount above the 50% booking deposit will be refunded.
 

Exceptional Circumstances

Woof and Whiskers may choose to offer a credit, transfer or other alternative arrangement in exceptional circumstances.

Any exception is entirely discretionary, will be considered individually and does not alter the standard cancellation policy or create an entitlement to the same arrangement on another occasion. 
 

Cancellation by Woof and Whiskers Before a Stay

If Woof and Whiskers cancels a confirmed booking before the stay begins for reasons unrelated to the dog's health, behaviour, suitability or a breach of these Terms and Conditions by the owner, all payments made towards that booking will be refunded. Where a booking cannot proceed because the owner has failed to meet a booking requirement, provide required documentation or disclose information relevant to the dog's suitability, this will not be treated as a cancellation by Woof and Whiskers for the purposes of this section. Where a stay has already commenced and Woof and Whiskers determines that it must end early, Section 11 applies.

 

13. Drop Off and Collection

Standard home boarding times are:

Collection: 8am-12pm

Drop off: 1pm-5pm
 

Drop off and collection must take place at an agreed time within the applicable window. Requests for drop off or collection outside these hours are subject to availability and must be agreed by Woof and Whiskers in advance. Where Woof and Whiskers agrees to accommodate an appointment outside the standard hours, a £25 out of hours fee will apply. Payment of the out of hours fee does not guarantee that any requested time can be accommodated. The alternative time must be expressly agreed by Woof and Whiskers. Woof and Whiskers is a home based business and cannot guarantee availability outside agreed appointment times.
 

Lateness

If an owner expects to be late for an agreed drop off or collection appointment, they must contact Woof and Whiskers as soon as possible. Minor unavoidable delays will be managed reasonably wherever possible. Significant delays may require the appointment to be rearranged. Where a delayed collection results in additional boarding or care being provided beyond the agreed booking, an appropriate additional care charge may apply.

 

14. Crates

A crate will only be used where it already forms part of the dog's established routine, the dog is appropriately accustomed to it and the owner has provided the required consent. Crates will only be used in accordance with applicable licensing requirements and the individual dog's welfare needs. Woof and Whiskers may decline to crate a dog even where consent has been provided if we consider crating inappropriate for that dog at the time.

 

15. Veterinary Care

If a dog becomes ill or injured during a booking, Woof and Whiskers may seek veterinary advice or treatment where reasonably necessary for the dog's welfare. Where circumstances allow, reasonable efforts will be made to contact the owner and/or emergency contact before non-urgent treatment. Where the owner and emergency contact cannot be reached and veterinary treatment is considered necessary or urgent, Woof and Whiskers may act on veterinary advice in the dog's best interests. Where reasonably practicable, the dog's usual veterinary practice will be used. Another veterinary practice may be used where this is not possible or appropriate. The owner remains responsible for veterinary costs relating to their dog's illness, pre existing condition or medical needs except where Woof and Whiskers is legally responsible for those costs.

Where an injury occurs during the provision of our services, responsibility for veterinary costs will depend upon the circumstances and applicable insurance cover.

 

16. Emergency Veterinary Decisions

In the exceptionally unlikely event that a veterinary surgeon considers euthanisia urgently necessary to prevent significant and unavoidable suffering, every reasonable effort will be made to contact the owner and/or emergency contact.

If neither can be reached and immediate action is considered necessary by the attending veterinary surgeon, Woof and Whiskers may act in accordance with the veterinary surgeon's advice and the dog's best welfare interests where the owner has provided the relevant emergency veterinary consent.

 

17. Damage to Property

Owners may be responsible for reasonable repair or replacement costs arising from significant property damage directly caused by their dog's behaviour. This includes damage caused by chewing, scratching, digging, toileting, escape attempts or other destructive behaviour. Normal wear and tear associated with operating a home boarding business will not be charged to the owner. Where significant damage occurs, Woof and Whiskers will document the damage and may seek reimbursement of reasonable repair or replacement costs. Where relevant destructive or behavioural history was known to the owner but was not disclosed before the booking, this may be taken into account when determining responsibility for associated losses. Where a refund is otherwise due under Section 11, reasonable damage costs payable under this section may be deducted from that refund in accordance with Section 11.

 

18. Dog Belongings

Owners should provide only belongings reasonably required for their dog's stay. Valuable, sentimental or irreplaceable items should not be left with the dog. Responsibility for loss or damage to client owned items will depend upon the circumstances and applicable law.

 

19. Safety, Responsibility and Inherent Risks

Woof and Whiskers will exercise reasonable care and skill in providing its services and will take reasonable steps to protect the health, safety and welfare of dogs in our care. Dogs are animals whose behaviours, interactions and health cannot always be predicted. Home boarding, interaction with other dogs, walking, playing, exercise and normal household activity carry ordinary and inherent risks even where appropriate assessment, management and supervision are provided. Woof and Whiskers cannot guarantee that a dog will never become ill, sustain an injury or be involved in an incident while boarding. Responsiblity for any loss, injury, illness, damage or veterinary expense will depend upon the circumstances in which it occurred.

 

20. Changes Before Future Bookings

The owner must notify Woof and Whiskers before any future booking of any material change to their dog's behaviour, health, medication, mobility, temperament, normal routine or care requirements. Failure to disclose a relevant change may result in a booking being refused or terminated. Woof and Whiskers may require a further meet and greet, assessment or trial stay before accepting another booking.

 

21. Future Bookings

Information and consents provided in this registration form may remain applicable to future bookings unless updated, withdrawn or replaced. The owner remains responsible for ensuring that information held by Woof and Whiskers remains accurate. Completion of registration, successful completion of a trial or acceptance of a previous booking does not create an obligation for Woof and Whiskers to accept future bookings. Every booking remains subject to availability and continued suitability.