Terms & Conditions

1. Our services

Paws & Play provides a range of pet care services, including:

• Dog walking, including solo and small group walks
• Pet visits for dogs, cats and other small pets
• Overnight pet sitting in your home
• Pet taxi services
• Wedding dog chaperone services
• Other pet care agreed between you and Paws & Play

All services are discussed and agreed with you before booking. The exact care provided will be based on your pet's individual needs, routine and the service you've booked. We offer a free, no-obligation meet & greet before your first booking so we can meet you and your pet, discuss their care requirements and make sure the service is suitable. Paws & Play reserves the right to decline a booking where we believe we cannot safely or appropriately meet a pet's needs.

2. Client responsibilities

To help us provide safe and appropriate care, you agree to:

• Provide accurate and up-to-date information about your pet, including their health, behaviour, routine and any relevant medical conditions or medication.
• Tell us about any changes to your pet's health, behaviour or circumstances that could affect their care.
• Make us aware of any known behavioural issues, fears, triggers or situations that may cause your pet to become distressed or behave unpredictably.
• Provide any food, medication, equipment or other items your pet needs during their care.
• Ensure your pet has access to appropriate identification where applicable.
• Provide clear and accurate instructions for accessing your home where we are providing care at your property.
• Make sure any keys, key safes, access codes or other access arrangements provided to Paws & Play are working correctly.
• Tell us about any other people, pets or circumstances at the property that may affect the safety of your pet or our visit.
• Ensure your pet is legally permitted to receive the services booked and that you have the authority to make arrangements for their care.

You remain responsible for providing accurate information about your pet and their needs. If important information is withheld or incorrect information is provided, this may affect our ability to provide the service safely.

3. Dog walking

Dogs will be walked according to the instructions and preferences discussed with you at the meet & greet.

• Solo walks are one-to-one walks for your dog. Group walks are limited to a maximum of three dogs, and dogs will be carefully matched where possible.
• Dogs will only be allowed off lead where you have given permission and it is considered safe and appropriate to do so.
• Off-lead permission does not guarantee that a dog will be allowed off lead on every walk. Paws & Play may keep a dog on lead if we believe conditions, the location or the dog's behaviour make this safer.
• Dogs must be reasonably comfortable travelling in a vehicle if transport is required for their walk. Any specific travel requirements should be discussed at the meet & greet.
• We may adjust the route, duration or nature of a walk where necessary due to weather, environmental conditions, the dog's wellbeing or other safety concerns.
• If a dog becomes unwell, injured, distressed or behaves in a way that means continuing the walk is unsafe, we may end the walk early and contact you.
• Paws & Play will take reasonable care of your dog during their walk. Where possible, we will give them a quick clean or towel down if they get muddy or wet, so they come home as comfortable as possible.

4. Pet visits & overnight pet sitting

Pet visits will be carried out according to the care instructions and routine agreed with you.

• Visits may include feeding, fresh water, toilet breaks, litter tray care, playtime, exercise where appropriate and companionship.
• Overnight pet sitting takes place in your home and is intended to keep your pet's usual routine as normal and comfortable as possible.
• You should provide everything your pet needs during their stay, including sufficient food, medication, litter, bedding and any other essential supplies.
• We will take reasonable care of your home while providing pet care. Please let us know about any specific instructions relating to your property that are relevant to your pet's care, such as alarms, heating, gates or areas that should remain secure.
• We will leave your home secure and in a similar condition to how we found it, allowing for normal use while providing care.
• If your pet becomes unwell or injured while in our care, we will contact you and, where necessary, seek veterinary advice or assistance in accordance with the permission you've provided.

5. Pet taxi & wedding dog chaperone

6. Health, emergencies & veterinary care

• You must provide accurate information about your pet's health, medical conditions, allergies and medication before care begins.
• You must provide clear instructions for any medication that needs to be given while your pet is in our care.
• If your pet becomes unwell or injured while in our care, we will contact you as soon as reasonably possible.
• If we believe your pet needs urgent veterinary attention and we cannot reach you, we may contact your nominated vet or an appropriate veterinary service.
• Where you have given permission, we may arrange or authorise veterinary assessment or treatment on your behalf if we believe this is necessary for your pet's welfare.
• You are responsible for any veterinary fees, treatment costs or other expenses incurred for your pet.
• If your pet has a contagious illness or condition that could pose a risk to other animals, you must tell us before any booking. We may need to postpone or cancel the booking to protect your pet and other animals in our care.
• We may decline or end a booking if we believe your pet's health presents a risk that we cannot safely manage within the service being provided.

7. Bookings & payments

• All bookings must be agreed with Paws & Play in advance.
• A booking is only confirmed once Paws & Play has agreed the date, time and service with you.
• The price for your booking will be confirmed before the service takes place.
• Payment must be made using the payment method and within the timeframe agreed at the time of booking.
• You are responsible for providing accurate booking information, including the dates, times, address and care requirements.
• If you need to change a booking, please contact us as soon as possible. We will do our best to accommodate changes, subject to availability.
• Paws & Play may be unable to accommodate changes made at short notice if the original booking can no longer reasonably be filled.
• Any additional services or care requested after a booking has been confirmed will be discussed and agreed with you before being provided.

8. Cancellations & changes

• If you need to cancel or change a booking, please let Paws & Play know as soon as possible.
• Cancellation charges, where applicable, will be set out in our Cancellation Policy and will depend on how much notice is given.
• We understand that circumstances can change and will consider cancellations or changes fairly and reasonably.
• If Paws & Play needs to cancel or change a booking due to illness, an emergency, unsafe weather conditions or circumstances outside our reasonable control, we will contact you as soon as possible and discuss the available options.
• If a service cannot safely go ahead, we will prioritise the welfare of your pet and may need to change or cancel the booking.
• Any refund due following a cancellation will be handled in accordance with our Cancellation Policy.

9. Keys, access & your home

• You are responsible for providing safe and reliable access to your property when a service takes place in your home.
• Any keys, key safe details, access codes or other entry information must be provided before the booking begins.
• Please let us know about any alarms, gates, locks or other security arrangements that we need to be aware of.
• We will take reasonable care of keys and access information provided to us and will not share them with anyone who is not authorised to access them.
• If we are unable to access your property when a visit or sitting service is due to begin, we will contact you and try to resolve the issue. Additional charges may apply if the delay results in significant additional time or travel.
• We will take reasonable care of your property while providing services in your home.
• Please let us know about any areas of your home that are out of bounds or any specific instructions relevant to the pet care being provided.

10. Safety, behaviour & welfare

• Your pet's safety and wellbeing will always be our priority.
• You must tell us about any known aggression, biting, escape behaviour, guarding, reactivity or other behaviour that could present a risk to your pet, other animals, members of the public or Paws & Play.
• We may refuse or stop a service if we believe a situation is unsafe or cannot be managed appropriately.
• We will use reasonable care and appropriate handling methods when caring for your pet.
• We may separate your pet from other animals or change a planned activity if we believe this is necessary for safety or wellbeing.
• We may use our discretion to shorten, change or end a walk or visit if your pet becomes distressed, unwell or unsafe to handle.
• You are responsible for ensuring your pet has suitable equipment for the service being provided, including an appropriate lead, harness, collar, carrier or other equipment where required.
• We will take reasonable steps to prevent your pet from escaping, but cannot guarantee that an animal will never escape or behave unexpectedly.

11. Weather & unexpected circumstances

• Your pet's safety and comfort will always come first.
• In very hot weather, we may adjust walk times, shorten walks or replace outdoor exercise with alternative care where appropriate.
• In extreme cold, storms, high winds, flooding, ice or other unsafe conditions, we may change or cancel a walk or visit if we believe it would be unsafe to continue.
• In wet weather, walks will generally continue as planned where conditions are safe. Where possible, we will give your dog a quick clean or towel down if they get wet or muddy.
• If circumstances outside our reasonable control affect a booking, including severe weather, road closures, emergencies or sudden illness, we will contact you as soon as possible and discuss the available options.

12. Insurance & liability

• Paws & Play holds appropriate business insurance for the services we provide. Details of our insurance can be provided on request.
• We will take reasonable care of your pet and your property while providing our services.
• We cannot accept responsibility for loss, injury, illness or damage where this results from information that has not been disclosed to us, circumstances outside our reasonable control, or your pet's existing health or behavioural conditions.
• You remain responsible for veterinary costs and other expenses relating to your pet, including where treatment is required as a result of an existing condition or an unforeseen illness or injury.
• Nothing in these Terms & Conditions limits or excludes any liability that cannot legally be limited or excluded under UK law.

13. Privacy & personal information

• We collect and use personal information provided by you so that we can arrange and provide pet care services safely and effectively.
• This may include your name, contact details, address, information about your pet, veterinary details and emergency contact information.
• We will only use this information where necessary to provide our services, communicate with you, manage bookings and deal with emergencies relating to your pet.
• We will take reasonable steps to keep your personal information secure and will not sell or share your information for marketing purposes.
• We may share relevant information with veterinary professionals or emergency contacts where this is necessary for your pet's welfare or where you have given permission for us to do so.
• You can ask us what personal information we hold about you and request that inaccurate information is corrected.
• Personal information will be retained only for as long as reasonably necessary for business, legal, insurance or record-keeping purposes.

14. Ending a service

• You can stop using Paws & Play's services at any time by letting us know.
• Paws & Play may also decide to stop providing services where we believe this is necessary for the safety or wellbeing of your pet, our clients, ourselves or others.
• We may end a service where information provided about a pet has been significantly inaccurate or important information has not been disclosed.
• If we need to end an ongoing arrangement, we will give reasonable notice where possible, except where an immediate end is necessary for safety or other serious reasons.
• Any outstanding payments for services already provided remain payable.
• Any cancellation or refund following the ending of a service will be handled in accordance with our Cancellation Policy.

Contact

If you have any questions about these Terms & Conditions, please get in touch:

These Terms & Conditions may be updated from time to time. The most recent version will be available from Paws & Play.