terms & conditions

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Terms and Conditions​

1. Service Agreement

Charlie Paws Doggy Care (“the Provider”), operated by Colette Goldthorpe as a sole trader, offers dog walking, home visits, and sitting services. By booking services with Charlie Paws Doggy Care, clients (“the Client”) agree to these Terms and Conditions.

 

2. Bookings & Payments

• All services must be booked in advance and are subject to availability.

• Payment details (bank transfer information) will be provided prior to the first booking.

• Payment is required before services commence.

• Services will not go ahead until payment is made, but will be subject to cancellation policies.

• Unpaid services and fees will incur additional charges, and services may be terminated.

• Regular walks are to be paid as a 5 or 10 walk package, in advance. 

• Adhoc/occasional walks can be paid per booking, prior to the service commencing.

• For sitting services, a 25% deposit is required at the time of booking. This deposit is non-refundable and non-transferable.

• Deposits and completed forms secure the specific dates and times originally booked. Adjustments are subject to availability and may incur additional charges.

 

3. Cancellations & Refunds

Walks/Visits: 

• Minimum 48 hours’ notice is required for single cancellations. 

• 7 days for multiple, consecutive bookings. 

• 14 days’ notice is required when terminating a regular service.

Sitting:

• Minimum 14 days’ notice is required for cancellations.

• Deposits for sitting are strictly non-refundable and non-transferable.

• Services unable to go ahead at the time of the booking, due to being unable to access the property, dog(s), or not meeting service requirements, are subject to payment in full due to same day cancellation.

 

• Cancellations made outside of the cancellation windows stated are subject to payment in full.

• Client holidays/away periods: inform Charlie Paws at least 7 days in advance if you do not require services during half term or plan an extended break (2+ weeks).

• For breaks longer than 4 weeks, unless there is a retainer or bi-weekly walks, your regular spot cannot be held/guaranteed.
   

 

4. Service Hours

• Regular hours: Weekdays. Times stated on the website.

• Out of hours (including weekends and bank holidays) are by request, subject to availability, and incur a service supplement.

• Winter hours: last walk of the day ends in line with daylight hours. Visits will continue beyond this.

• Summer adjustments: when the temperature reaches 23°C, walks may be rescheduled earlier, replaced with visits, or cancelled in the interest of pet safety.

 

5. Meet and Greet

• An initial meet and greet is complimentary.

• Any further visits for key handover, home familiarisation, or additional introductions are charged at the standard visit rate.

• Clients may alternatively drop off keys directly to Charlie Paws Doggy Care.

 

6. Keys & Security

• Keys will be kept securely by Charlie Paws Doggy Care for ongoing services.

• Once services are permanently ceased, keys will be returned or securely disposed of at the earliest convenience, following a written request from the Client.

• Key pick up and drop off outside of the initial meet & greet are the responsibility of the client. Should Charlie Paws Doggy Care need to attend in person for this, it will be subject to a fee.

 

7. Liability

• Charlie Paws Doggy Care will take all reasonable care for the safety and wellbeing of pets and homes.

• The Provider cannot be held liable for events outside their control, including but not limited to: illness, injury, theft, damage, or unforeseen accidents.

• Clients must disclose all relevant behavioural, medical, and household information. Failure to do so may invalidate liability cover.

 

8. Privacy

• All client and pet details will be treated in confidence and used only for the purpose of providing services.

• Information will not be shared with third parties unless required by law or in emergency situations.

• Cameras at clients’ premises must be disclosed and there must be no cameras in bathrooms, or bedrooms Charlie Paws may access (ie; during a sit)

 

9. Service Specific Conditions

Walks

• The client must provide safe, suitable and properly fitting equipment, such as collars, harnesses, and leads. Aversive or harmful equipment (such as choke chains, prong collars) will never be used, and if requested by an owner, it would deem the client/owner relationship unsuitable. 

• Charlie Paws requires dogs to be fitted with harnesses for walks to proceed. 

• A fixed lead must be used - retractable leads are not appropriate for walks with Charlie Paws Doggy Care. 

• The walker reserves the right to refuse walks if the equipment is faulty, harmful, unsuitable, or does not meet the requirements, and will be subject to cancellation policies and may require further cancellations until rectified, or the ceasing of services.

• The walker reserves the right to terminate or cease walks if it is deemed that the dog is too strong/pulling, or reactive, which jeopardizes the health and safety of the walker/other dogs/people. 

Sitting

• Sitting forms and a 25% deposit are required to secure the requested sitting dates. Forms can be updated closer to the time of the sit to reflect any dietary or medical changes. These must be highlighted and discussed prior. The deposit secures the sitting based on the dates and times provided on the form at the time of booking and is non-refundable and non-transferable. Any changes or adjustments to times and dates are subject to availability and may incur additional charges.

• I accept that sitting is calculated as each 24-hour period from the start time of the booking. Additional time is charged at the hourly rate, capped at the sitting rate.

• Sitting includes up to 60 minutes of walking per day; additional walks or time must be booked as an extra service.

• If the owner is delayed, a per-hour rate will take effect capped at the sitting rate per 24hrs. If the sitter is not available for the overstay hours, the emergency contact person will be contacted to assume responsibility for the dog(s).

All services

• It is a legal requirement that dog’s have tags with owner's address (eg; <house number> <postcode> and phone number) please ask for a recommended supplier if needed. Services cannot proceed without this.

 

10. Client Acknowledgements

By booking services with Charlie Paws Doggy Care, I confirm that:

• I understand and agree that sitting deposits are non-refundable and non-transferable for changes to dates/times, and that deposits may have blocked dates/times, resulting in other bookings being declined, or schedules being altered to accommodate my sitting.

• I accept that Charlie Paws Doggy Care may not be available outside the agreed dates/times. In cases of unforeseen delays or emergencies, my nominated emergency contact will be contacted to take over.

• I agree to keep Charlie Paws Doggy Care updated with accurate and complete information about my dog, home, and contact details.

 

11. Agreement

To access and use the services of Charlie Paws Doggy Care, the Client must read, understand, and agree to these Terms and Conditions. Agreement must be confirmed by providing the Client’s name / signature, and date prior to services commencing.

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