TERMS & CONDITIONS
Our promises to you.
We're upfront about how we work so you know exactly what to expect when your pets in our care.
Thanks for trusting us.
OVERVIEW
Happy pets, happy owners.
These Terms & Conditions help us provide a safe, reliable, and enjoyable service for every pet in our care.
1. Collars, Harnesses, Leads & ID Tags
Dogs must be provided with a suitable collar or harness and lead for their walks.
All dogs must wear an identification tag containing the legally required, accurate and up-to-date owner information.
Paws & Hooves will take reasonable care of your dog's belongings but cannot accept responsibility for collars, tags, leads or other accessories that become damaged or lost during normal use.
Please let us know about any specific equipment requirements before your dog's first walk.
2. Behaviour & Temperament
For the safety of all pets, our team and members of the public, you must tell us about any known behavioural concerns before your dog joins our walks.
This includes aggression, reactivity, resource guarding, anxiety, a history of biting, difficulties around particular dogs or people, or anything else that may affect how we safely care for your dog.
If you notice any change in your dog's behaviour or temperament, please let us know as soon as possible.
If we believe a dog's behaviour presents a risk to themselves, another animal, our team or the public, Paws & Hooves reserves the right to change, suspend or discontinue their group walks.
3. Health & Medical Information
Owners are responsible for informing Paws & Hooves of any health conditions, injuries, allergies, medication or other medical requirements that may affect their pet while in our care.
Please let us know as soon as possible if your pet becomes unwell or develops a condition that could affect their ability to safely participate in their usual service.
Owners are responsible for ensuring their pet is fit and well enough to participate in the service being provided.
4. Cancellations
We understand that plans change.
If you need to cancel a booked service, we require at least 24 hours' notice.
Cancellations made with less than 24 hours' notice may be charged at the full price of the booked service.
Where at least 24 hours' notice is provided, you will not be charged for the cancelled service.
5. Client Holidays
If you are going away and will not require your usual Paws & Hooves service, please provide at least two weeks' notice.
This allows us to manage our schedule and availability fairly for all of our customers.
6. Paws & Hooves Holidays
Paws & Hooves may take up to four working weeks of planned holiday per calendar year.
We aim to provide at least one month's notice of planned time off and, wherever possible, will provide more notice.
Services on bank holidays are subject to availability.
Where a service is provided on a bank holiday, it will be charged at an additional 50% of the normal service price.
7. Ending Regular Services
If you wish to end your regular arrangement with Paws & Hooves, we require one month's notice.
Your usual booked services will remain chargeable throughout the notice period, whether or not you choose to use them.
Paws & Hooves may also end a regular service by providing reasonable notice.
We reserve the right to suspend or end a service immediately where there are serious concerns relating to safety, animal welfare, inappropriate behaviour towards our team, persistent non-payment or a material breach of these Terms & Conditions.
8. Access to Your Property
Where you provide Paws & Hooves with a key, access code or other means of entering your property, this will only be used for the purpose of providing your agreed pet care services.
Owners are responsible for ensuring that we have safe and reliable access to the property at the agreed time.
Paws & Hooves will take reasonable care when entering, securing and leaving your property.
Please let us know as soon as possible if access arrangements, alarm codes or other relevant property information change.
9. Insurance & Liability
Paws & Hooves maintains appropriate business and public liability insurance at all times.
We will take reasonable care to protect the health, safety and wellbeing of every pet while in our care.
Owners are responsible for providing complete and accurate information about their pet, including any known behavioural concerns, medical conditions or other circumstances that may affect their safe care.
Paws & Hooves will not be responsible for injury, loss, damage or other incidents that could not reasonably have been prevented through the exercise of appropriate care.
Owners may be responsible for injury or damage caused by their pet, particularly where relevant behavioural or other risks were known to the owner but were not disclosed to Paws & Hooves.
Paws & Hooves will take reasonable care when entering and leaving a client's property and will not be responsible for loss or damage unless it results from our negligence.
Nothing in these Terms & Conditions excludes or limits any liability which cannot lawfully be excluded or limited.
10. Emergencies & Veterinary Care
In the event of an accident, illness or emergency involving your pet, Paws & Hooves will make reasonable efforts to contact you using the contact details you have provided.
If you cannot be reached and we believe your pet requires urgent treatment, you authorise Paws & Hooves to seek appropriate veterinary attention on your behalf.
Where practical, we will use your nominated veterinary practice. In an urgent situation, we may use the nearest appropriate veterinary practice.
Any veterinary fees or associated costs remain the responsibility of the pet owner, except where Paws & Hooves is legally responsible for those costs.
Paws & Hooves carries a pet first aid kit in the vehicle for use where appropriate.
11. Weather & Safety
Your pet's safety and welfare always come first.
Walks may be shortened, adapted, moved to a different location or, in exceptional circumstances, cancelled where weather or environmental conditions could put pets or our team at risk.
This may include extreme heat, severe weather, unsafe road conditions or other circumstances outside our reasonable control.
Where possible, we will discuss suitable alternative arrangements with you.
12. Photos & Updates
We may take photographs or videos of pets during walks and visits for customer updates and for use on Paws & Hooves' website or social media channels.
If you do not want photographs or videos of your pet used publicly, please let us know and we will respect your preference.
Choosing not to allow public use of photographs or videos will not affect the service your pet receives.
13. Contact & Emergency Information
It is the owner's responsibility to ensure Paws & Hooves has accurate and up-to-date contact information.
This includes your telephone number, emergency contact details, veterinary details and any other information reasonably required to safely care for your pet.
Please notify us as soon as possible if any of this information changes.
14. Changes to These Terms
Paws & Hooves may update these Terms & Conditions from time to time as our business, services or legal requirements change.
Where changes materially affect regular customers, we will provide reasonable notice of the updated terms.
Continued use of our services following the introduction of updated Terms & Conditions will be treated as acceptance of those updated terms.
Last updated: August 2026