Paws and Me - Terms and Conditions                                        

Dog Walking | Overnight Stays / Home Visits / Pet Sitting / Pet Taxi | Cat Sitting

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1. Introduction

1.1. These Terms and Conditions ("Terms") govern the use of services provided by Paws and Me ("we", "our", "us"). By using our services, you ("Client", "you", "your") agree to comply with and be bound by these Terms.

1.2. Paws and Me reserves the right to modify or update these Terms at any time, and such changes will be communicated to you.

 

2. Services and Booking

2.1. Full payment for services is required prior to the first service date. Invoices must be paid in advance.

2.2. The specific services provided and associated prices are available on our website, social media or at the salon.

2.3. Bookings will not be confirmed until an in-person assessment has been completed with both the client and the pet, your online assessment form and Terms and Conditions laid out here have been read, completed, and signed by the client.

2.4. Services cannot be booked until the assessment, payment, and signed Terms and Conditions, including the client’s details and service requirements, are completed.

2.5. Clients must provide Paws and Me with a key to the property where the pet is being kept. These keys are at a cost of you. All keys held by Paws and Me are kept in a locked key safe when not in use. If any services are terminated your key will be returned to you, a location fee may apply.

2.6. If no contact is made for a period of four weeks and no services are scheduled, any keys held by Paws and Me will be returned by post.

2.7. Our working hours are Monday to Friday 8:00AM - 5:00PM. Saturday services incur an out-of-hours charge and are subject to Paws and Me employees’ discretion. Paws and Me is closed on Sundays, except for overnight stays and on extreme circumstances.

 

3. Cancellation & Rescheduling

3.1. Cancellations made more than 48 hours in advance allow clients to reschedule services, if availability allows with no charge. Cancellations within 48 hours will result in a 100% charge, which is non-refundable or transferable.

 

4. Health & Safety | Dogs with Special Requirements

4.1. Clients must provide the contact details of someone who are available to answer the phone and can make decisions regarding the pet in case of emergency. If the emergency contact is unavailable, Paws and Me may consult a veterinarian and make decisions in the pet’s best interest.

4.2. Clients must disclose any behavioural issues, including aggression. Failure to disclose such information will result in immediate termination of the contract, and no refunds will be issued.

4.3. If a pet shows aggression towards a Paws and Me employee, another dog or person whilst in our care, all future services will be cancelled, and no refund will be provided.

4.4. Dogs must be fully vaccinated and on a regular flea and worm treatment regime. If these are not up to date, we reserve the right to terminate the contract immediately. By signing this you are agreeing to stay up to date with all annual vaccinations and will notify Paws and Me if this changes whilst in our care.

4.5. If fleas are found on your dog, please notify us immediately. Group walks will be paused, and private walks may be offered instead where available.

 

5. Liability & Damages

5.1. Paws and Me will not be held liable for any loss, injury, or damage to your dog, whilst in our care.

5.2. If your dog sustains any injury or damage while in our care, we will immediately notify you and take appropriate steps to ensure the well-being of your pet, including seeking veterinary care if necessary. Any veterinary costs will be covered by the client.

5.3. Paws and Me is not responsible for damage to your dog’s personal belongings, including leashes, collars, or clothing.

5.4. While Paws and Me carries public liability insurance, clients are encouraged to insure their pets. We may refuse service for uninsured pets. If you own a pet to which becomes a banned breed Paws and Me will make a decision in regard to how we move forward with your pet’s care.

 

6. Dog Walking

6.1. Group walks occur between 9:00AM - 2:00PM Monday to Friday. Specific time slots are not guaranteed.

6.2. Private walks are scheduled around group walks, and exact times cannot be guaranteed.

6.3. All dogs undergo a 6-month trial period to assess training and socialisation. Any ongoing issues will result in immediate termination of the contract.

6.4 Dogs must wear a collar with an ID tag displaying the owner’s name, address, and contact details, In the UK dogs must wear a collar with an ID tag whilst in public places and on highways, as required by the Control of Dogs Order 1992. If not provided, your dog will not be walked and a home visit will be offered where possible, and no refund will be issued.

6.5. We are insured to walk up to six dogs per walker at any one time. While we aim for smaller groups, dogs may walk with up to five other dogs if a group walk is booked during group sessions.

6.6. We will do our best to arrive as close to the time you have requested however arrival times are estimates. Please allow a 60-minute window either side of your scheduled time for our arrival. If we are either side of this, you will be contacted.

6.7. Paws and Me remains open during adverse weather. Service times may be affected and walk lengths may be shortened for pet safety.

6.8. If towel drying is requested after a walk, towels must be provided by the client.

6.9. All dogs will be walked on-lead unless you have agreed and signed the agreement (Dog Walking Assessment and Contract) permits off-lead walking. Paws and Me cannot be held liable for any loss, injury, or death during off lead walks where clients sign to agree they can be let off lead when completing their online Assessment Form.

6.10. - If agreed to walk your dog off-lead, Paws and Me will take all reasonable precautions, but cannot be held liable for any loss, injury, or death of the pet.

6.11. Paws and Me reserves the right to change / send a different walker where needed. All employees that work for Paws and Me are insured, DBS checked and have completed their Pet First Aid Course in person. We understand your dog bonds to their walker but through illness and other unforeseen circumstances any employee may walk your pet.

 

7. Overnight Stays / Home Visits / Pet Sitting / Pet Taxi

7.1. A 50% non-refundable deposit is required to secure your dates for any overnight stays, pet sitting, and pet taxi bookings. This deposit is non-refundable.

7.2. The remaining 50% balance is due one month prior to the service date. Cancellations within this period are non-refundable.

7.3. While Paws and Me will take reasonable steps to secure your home, we cannot be held responsible for any burglaries or accidents during your absence.

7.4. If we cannot gain access due to incorrect key or alarm codes, we will attempt to contact both the client and the emergency contact up to three times. Afterward, we will leave, and no refund will be issued.

7.5. Clients must provide necessary supplies for pet care. If additional supplies are needed, we will purchase them and invoice you accordingly.

7.6. If services are cut short because the client / family members return home early, the unused dates or visits will not be refunded.

7.7. Where clients cannot attend. Clients must notify the veterinary surgery that Paws and Me will attend the appointment on their behalf and confirm that payment arrangements are made in advance.

7.8. Owners accompanying their pet during transportation do so at their own risk, and Paws and Me is not liable for any accidents, injuries, or delays incurred.

7.9. Clients must inform Paws and Me of any indoor cameras. We reserve the right to turn off cameras during visits if necessary.

 

8. Cat Sitting / Feeding

8.1. Clients must provide detailed instructions on their cat’s feeding schedule, preferred food, and any dietary restrictions. All necessary food and feeding supplies must be provided by the client.

8.2. If your cat has special dietary requirements (e.g., allergies, prescription food), it is the client’s responsibility to provide the appropriate food and inform Paws and Me in advance. We are not responsible for any adverse reactions resulting from failure to disclose dietary restrictions.

8.3. We will follow the feeding schedule as outlined by the client as best as possible.

8.4. Clients should ensure that all food is stored in a way that is easily accessible and clearly labelled if there are multiple types or special instructions. Paws and Me will not be responsible for any issues related to food storage that could affect the care of your pet.

8.5. If your cat requires medication or supplements, clients must provide clear instructions and any necessary tools (e.g., pill pockets, syringes). Paws and Me will administer medication as instructed but cannot be held liable for issues arising from miscommunication or incorrect instructions.

 

9. Termination of Service

9.1. Both parties must provide at least one week's notice to cancel the service agreement. If a service is cancelled for the upcoming week, no refund will be issued.

9.2. Paws and Me reserves the right to terminate services if a dog does not respond well to the walker or other dogs. A week's notice will be given where possible.

 

10. Confidentiality & Data Protection

10.1. We respect your privacy and will treat all personal data in accordance with the UK Data Protection Act 2018 and the General Data Protection Regulation (GDPR).

10.2. By using our services, you consent to us collecting and processing personal data related to your dog and yourself for the purpose of services, booking appointments, and communicating with you about your dog’s care.

10.3. We will never share your personal information with third parties, except where necessary to provide services (e.g., contacting your vet in case of an emergency).

11. Photography & Social Media

11.1. Paws and Me may take photos or videos of your dog whilst in our care for marketing purposes, including on social media platforms.

11.2. You are consenting to these photos/videos being used for promotional purposes, unless you request otherwise.

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12. Complaints & Feedback

12.1. If you have any concerns or complaints about our services, please contact us at hello@pawsandme.uk, and we will work to resolve the issue as quickly as possible.

12.2. We welcome any feedback to help us improve our services and client experience.

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13. Governing Law

13.1. These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales.

13.2. Any disputes arising under or in connection with these Terms will be subject to the exclusive jurisdiction of the courts of England and Wales.