Terms and Conditions
1. From hereon Tails and Trails Pet Services Ltd shall be known as ‘the Company’
2. Any person under the employ of the Company providing services will hereby be defined as ‘Pet Sitter’
3. The Company agrees to use their reasonable endeavours to provide pet sitting, dog walking and other applicable pet care services in a reliable, caring and trustworthy manner. In consideration of the services and as an express condition thereof, the Client expressly waives and releases the Company from any and all claims against the Company, (including but not limited to its owners, employees and representatives), except those arising from negligence or wilful misconduct on the part of the Company
4. Client agrees to notify the Company of any concerns within 24 hours of completion of services.
5. Client understands that payment is due in advance by the date noted on your invoice.
6. The Company shall exercise all reasonable precautions against sickness, injury, escape, loss, accidents or death of the Client’s pet(s). The Company shall not be responsible for sickness, injury, escape, loss, accidents or death of the Client’s pet(s) unless caused through negligence or wilful misconduct on the part of the Company.
7. The Company will follow the directions of the Veterinary Release Form in the case a pet should become injured or sick.
8. Client accepts full responsibility for all medical expenses and other damages or losses resulting from an injury to the Pet Sitter, other persons or other animal(s) caused by the Client’s pet(s).
9. Client agrees to indemnify, hold harmless and defend The Company in the event of a claim for personal injury or damage by Client’s pet(s) or negligent act.
10. The Company reserves the right to charge a cancellation fee of 100% of the scheduled visits for services cancelled with less than 24 hours’ notice prior to the scheduled service, and 50% of the scheduled visits for services cancelled within 24-72 hours’ notice prior to the scheduled service.
11. The Company reserves the right to terminate this contract at any time if the Pet Sitter, in his/her sole discretion, determines that the Client’s pet(s) poses a danger to the health or safety of itself, other pets, other people or the Pet Sitter. If concerns prohibit the Pet Sitter from caring for the pet, the Company will attempt to contact the Client to arrange alternative care. If the Client cannot be contacted, the Client authorises the Company to place the pet in a licensed kennel or other suitable facility with all charges and fees arising to be the responsibility of the Client.
12. The Company reserves the right to refuse service to any Client, at any time, for any reason.
13. This document gives the Company and its representatives authorisation to enter the Client’s listed address as needed to perform the agreed services.
14. Client expressly gives the Company the authority to employ a locksmith on their behalf and to promptly reimburse the Company for all costs incurred in the event of a malfunction of the lock, keys or automatic door opener. Reasonable endeavours will be made to contact the Primary Owner for instruction prior to taking any action.
15. Client agrees to properly secure the home prior to leaving the premises. The Company shall use its best endeavours to secure the Clients home at the end of each visit.
16. The Company is not liable for any loss or damage in the event of a burglary or other crime that should occur while under this contract.
17. In the case of an emergency or natural disaster, the Client authorises the Company to use reasonable judgement for the care and well-being of Client’s pet(s) and residence. The Company will make reasonable efforts to maintain service during these conditions but reserves the right to adjust the schedule based on the sole discretion of the Pet Sitter.
18. The Company is not responsible for any loss or damages beyond the control of the Company or its representatives.
19. The Client is responsible for supplying the necessary equipment and supplies needed to care for their pet(s), including, but not limited to, a sturdy, well-fitting harness or collar, or in case of emergencies, pet food, medications, identification tags, litter boxes, cat litter and cleaning supplies. Client authorises any purchase necessary for the satisfactory performance of the services. Costs of all purchases and related service fees will be reimbursed to the Company within 14 days.
20. The Client authorises the use of pet(s) pictures and names on the Company’s website, social media and/or marketing materials for promotional purposes.
21. The Client consents for the Company to hold and process their personal data in line with its Privacy Policy.
22. The Client authorises the Company to accept instructions for the provision of the services either in person, telephone, online, mail or email and provide services without additional signed contracts or written authorisations.
23. These Terms and Conditions apply to all pets owned by the Client, including any and all new pets that the Client obtains on or after the date this document was signed.
24. I understand and agree to all terms detailed in the Key Handling Form and Veterinarian Release Form
25. The Company will reserve each Client’s regular dog walking slot for two weeks for holidays, but cannot guarantee the slot will still be available upon return if taking a longer break.
26. If a key is not provided at the meet and greet to be kept on hold by the Company, it is the Client’s responsibility to provide the Company with means of access at least a week prior to commencement of services. If the Company is required to re-visit the property to pick up or drop off a key, this will be charged at £5 per visit.
27. Where applicable, the Company is not liable for any plants that are damaged or die whilst in its care.
28. The Client confirms that pet(s) are currently on a regular flea and worm control regime.
29. We do not provide group or solo walks to bitches whilst in season (for at least 4 weeks from date of being receptive) or pregnant. The Client must notify your Pet Sitter immediately if their bitch comes into heat. The Company are not liable for any incidents or unwanted pregnancies occurring due to the Client failing to inform their Pet Sitter.
30. It is UK law for cats and dogs to be microchipped, and dogs must wear a collar and an ID tag stating the Client’s name and address.
31. The Company reserves the right to refuse to walk any dogs not meeting the requirements outlined in clauses 28, 29 and 30.
32. For unvaccinated dogs, the Company is not liable for any illness or disease contracted whilst in our care that could have been prevented by a vaccination.
33. The Client agrees that services will be charged in full in the event of your Pet Sitter attending the property to commence services, but being unable to complete them due to lack of access, lack of proper and/or legally required equipment, or risk to personal safety.
34. If fleas are found in the property/on your pet we reserve the right to cancel the remainder of the pet sit/all future walks until this has been fully resolved. The remaining pet sit dates will be charged in full, and dog walks charged in line with our cancellation policy.
35. Dogs we care for are allowed to get wet and muddy during walks, we will take measures in line with our Muddy Dog Policy.
36. In the case of hot or inclement weather the Client authorises the Company to act in line with their Adverse Weather Policy.
Adverse Weather Policy
As we know, British weather can be very unpredictable at times throughout the year, and there can be days where it becomes dangerous, unsafe and irresponsible to venture outside with your dog.
Your Pet Sitter will always do their best to ensure your dog is walked, however there are days where The Company reserves the right to cancel or shorten walks accordingly.
This may be due to excessive heat, thunderstorms, hail, snow and ice, or high winds etc.
The Company will always keep you up to date if there are any changes to your planned appointments. If a walk is cancelled then a home visit will be completed instead, with a credit applied to your account for the difference in cost. If for any reason this would not be required, for example you are working from home and with your dog all day, the cancellation fee would not be applicable.
Your dog will survive missing a walk, but they may not survive heatstroke or hypothermia. We will always put your dog’s health and safety first when making a decision to shorten or cancel a walk.
Muddy Dog Policy
Dogs we care for are allowed to get wet and muddy during walks, it is both seasonally and practically unavoidable. Some dogs and specific breed types relish mud, water or even fox poo. Much of this is ingrained in their genetics.
Sadly we are not miracle workers, but our Pet Sitter will make every effort to keep dogs in their care relatively clean – as far as is humanly possible given the limitations of time and nature.
If a dog becomes excessively muddy, your Pet Sitter may be able to spot clean, shower, or wipe them down with a towel before returning them to you.
If your Pet Sitter is unable to clean your dog due to weather conditions or time pressures, they will notify you in your report card.
To limit the impact of wet and muddy conditions both on your home and your dog, we strongly recommend you supply your dog with a dog coat, an Equafleece (or other brand), or a dog robe.
We also recommend that if you are not present on your pet’s return that your pet is restricted in their access to your home to limit any damage.
Clients remain responsible for any damage caused to their property by a wet/muddy dog, unless the damage was caused by the Pet Sitter’s negligence.
MISSING DOG POLICY
We will always do our best to keep your dog safe and secure, however, unfortunately accidents can happen and your dog may get spooked and run away from a walk/your home. Every situation will vary slightly, however we will follow the below policy guidelines.
All other dogs will be put back on lead and the owner notified. If the dog does not come back after being called, return to the van as dogs may try to return there or to their home. If possible, leave the van or family car in this area for the day/overnight to give the dog chance to return.
Other local dog walkers will be notified so they can keep an eye out whilst on their walks.
If the dog is not found within 45 minutes, Dog Lost will be contacted and a profile/poster will be made for circulation (with owners permission), as well as posting in local Facebook groups.
The key is to remain calm, and allow the dog to approach you, rather than trying to chase the dog.
Once the dog is found and returned, discussions will be had with the owner to reduce the risk of it happening again in the future.