Terms & Conditions

Welcome to our Terms & Conditions

Terms and Conditions

 

The owner is responsible and will ensure that their dog is up to date with their vaccinations, flea and tick treatments, de-wormer treatments and kennel cough vaccine and updating their Covid Information on the Client Portal.

The owner will ensure that all leads, coats and door handles will be fully sanitised before our team members arrive as per our Covid-19 Policy.

 

The owner accepts full liability for any loss or damage caused by their dog whilst being walked.  The owner is financially responsible for any loss or damage to property whilst your dog is boarding. TLC Dog Walking is not held accountable for vet fees or third-party claims whilst your dog is in our care.

 

The owner is to make full disclosure of any quality or characteristic problems which might make your dog not suitable for walking or home boarding; including but not limited to behavioural or health problems, antisocial behaviour; including aggression, incontinence or lack of house training and excessive loud barking or whining or destructive behaviour.  Failure on the part of the owner to disclose any matter which might render owner’s dog unsuitable for walking or home boarding will be deemed a material omission amounting to a fundamental breach of our agreement. 

 

We make every effort to contact the owner in the event of an emergency. We recommend owners provide us with a contact number of a trusted third party should we be unable to make contact. However, we reserve the right to make decisions regarding your dog’s health provided it is at all times acting in the best interests of the dog and on the advice of a veterinary surgeon. The owner is responsible for payment of any veterinary fees incurred by TLC Dog Walking that are not a result of the dog being cared for by TLC Dog Walking.

 

Late Payment Of Commercial Debts Act 1988 amended 1998 & 2002, we would like to remind customers that payments are due at the end of each month or on final working day of that month. We as a company reserve the right to impose a £2.50 initial late payment fee if a payment is more than three days overdue, then £0.50 charged on a daily basis from the fourth day until payment is received in full.

 

You must agree to our contract before walks or boarding will commence.  The contract can be found on your personal petsitter software profile.

 

Booking:-

 

Pet Sitter Software:  Each client will have a client portal which will have all bookings, the client has a responsibility to ensure these bookings are accurate.

Dog Walking:  Clients must ensure that their requirements for the following week are e-mailed or sent on the booking form on the clients PSP to us no later than Sunday evenings to guarantee a place, however, we try to be as flexible as possible with booking walks.

 

Home from Home Boarding:  We ask for a minimum of two-days notice prior to your proposed stay and a small deposit at the time of booking will be required to secure your place. If the deposit is not sent at time of your booking, we are not able to guarantee your place. Please note: resident dogs will need to be socialised with clients prior to boarding commencing. By signing our client information form, you give written consent to your dog(s) staying with resident animals.

 

Cancellation:-

 

Dog Walking:  You may cancel your booked slot and provided you give a minimum of 24-hours’ notice, you will not be charged. However, if cancellation is made within 24-hours of the walk commencing, the full rate will be charged.

 

Home from Home Boarding:  The booking fee is none refundable.  Any cancellations made between 45 days and  15 days prior to commencement of the boarding 25% of the boarding fee will be due to be paid to the boarder.  Cancellations between 15 days and 1 day prior to commencement of the boarding 50% of the boarding fee will be due to be paid to the boarder.  Once boarding commences, full payment is due under any circumstances. 

Prices:- 

 

Dog Walking:  Charges are as advertised on our services page. Please visit the payment rates section on our website to view them fully. Please be aware that our rates are very competitive and are not negotiable. Our Prices are subject to change.

 

Home from Home Boarding:  Charges are per day (not night) this applies from when your dog arrives to when your dog leaves for example from Saturday to Saturday will count as an eight day stay.  The price is excluding any goods or services that are required during the stay (including but not limited to food, vet bills and medication).

 

Invoicing: We keep an accurate record of customers bookings and customers have access to an online portal with their account balances, receipts and a free invoice, which is emailed monthly.

Our TLC Family Club is a set price that offers discounted walks.  Should you need to end your club membership early and wish a refund, you will need to pay for the discounts from the walks and a £50 administration fee for work involved.

 

Termination Policy:-

 

Clients and TLC Dog Walking agree to give one week’s written notice to cancel the agreement. If you do not require the service for that week a cost of 50% of that weeks walks will be due. This will be based on an average of your previous 4 weeks.

 

Flexibility is required:-

We are fully insured to walk up to six dogs at a time. Whilst every effort is made to have group walks in groups of no more than 4 dogs, occasionally we have to walk in groups of 6 friendly dogs.

 

Your booked time is estimated only and whilst we make every effort to arrive at the time given, depending on road conditions and unforeseen circumstances, please allow approximately 30 minutes after your booked time slot for TLC Dog Walking to attend. In adverse weather conditions please understand that we are still open and may be slightly delayed. If however, we are more than two hours overdue then TLC Dog Walking will refund 50% of the walk. Please note that time starts from the beginning of the walk, not the collection, however, clients may also make further requests to TLC Dog Walking which will take extra time out of your booked walk. All walks are 30 minutes, 60 minutes or 120 minutes only, if you ask for further services outside the walk (not including a feed for a puppy) we reserve the right to charge extra.

 

Complaints handling:-

We will try to resolve an issues with you quickly and efficiently.  If you are unhappy with any service provided, please contact your team leader or care coordinator as soon as possible.

COPYRIGHT NOTICE - No part of this website or POS may be reproduced, stored or transmitted in any form or by any means; photocopying, electronic or otherwise. If you are found to have copied any information from this website TLC Dog Walking reserves the right to pursue legal and court action against you and you will be liable for any costs incurred. It is an offence to breach copyright law and TLC Dog Walking reserves the right by law to protect its public profile, image and content to the full extent. 

Lost Dog Policy:-

While we try never to lose a dog, they are animals with their own mind, and occasionally these things can happen.  They could follow the wrong person, take the wrong path, chase a squirrel up a tree, get a great scent that is too good to ignore.  We do specialise in off lead walking and whilst most of our walks go without a hitch, the odd dog may slip off, even the best trained dog can be unpredictable. We can truthfully say we get no more than one a month, and considering we walk thousands of dogs over that period, that is not bad going.  We do have a lost dog policy that we stick to.

We ask that every dog has an upto date name tag on at all times with one or even two telephone numbers to call and your address.  All dogs are also required to have a microchip.  Both these are required by law.

We do not consider a dog lost until it has not been seen for 15 minutes.  During which time, we will be calling, retracing our steps and getting any other dogs back towards the vehicle, as this is where a dog that has slipped off or got lost is likely to head to.  This is why we always try to park our vehicle as close to any walk as possible with our boot facing a curb or entrance.  

If there is still no sighting after 15 minutes, your dog walker will inform admin and their team leader, who will send out an emergency email to all the other team members so that any in the area are aware that there is a dog missing and can head over towards the location if possible.  Admin will also utilise Facebook to ensure that any local people are aware that there may be a loose dog.  Fb really can be a useful tool in this situation.

If the owner was home when the dog walker arrived, the owner will be informed that their dog is missing after this time, however, to avoid any unwanted distress while the owner is unavailable, we will not phone you until your dog has been missing for 30 minutes.  Over my 12 years in dog walking, I have only had two missing longer than 30 minutes, and that is with a whole team of dog walkers out walking dogs daily.  But rest assured, all the team are rallying around to ensure that the dog is found as soon as possible, but trying to avoid any unnecessary stress for you as the owner who is most likely not able to do anything but worry.  At this time we will also call the local dog warden, any kennels in the local area and local vets.

Many dogs will still be in the area you are walking all this time and just preoccupied with a new play mate or a great smell, which is making them have selective deafness.

If a dog does slip off, it will be placed on the lead for the rest of the walk and depending on the circumstance, walked on the lead until we are as certain as possible that this will not happen again, however, you can never be 100% certain with any dog.

If a dog is missing, this will take priority and any walks after will be either walked by your backup walker or delayed, we appreciate your understanding in these difficult circumstances.

 

TRADEMARK NOTICE - TLC Dog Walking is a registered trademark brand. Any person(s) or company found to be using said trademarked name will be in breach of trademark law and infringement proceedings will be issued without warning and all legal costs and compensation will be recovered.