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Terms and Conditions

Hearts & Paws Dog Walking Terms and Conditions

Terms and Conditions - General

1. All clients will be deemed to have accepted Hearts & Paws terms and conditions (as laid out here) on signature of the contract.

2. Hearts & Paws will not confirm any booking until a consultation has been carried out with the client and the contract, with full details of client requirements, has been signed by the client.

3. Full payment for services (agreed either at time of booking or subsequently) is to be made upfront by the due date the service is to commence or on the day the service is booked for via cash, card, PayPal or bank transfer. If payment is not made within this time a 2.5% of the total bill will be added for each day that payment is overdue. If for any reason Hearts & Paws are unable to carry out any confirmed bookings once we have received payment a refund will be given for the services not carried out.

4. The client must provide all items necessary for pets to be adequately cared for in the client's absence. (i.e., food, medication, leads, identification tags (with up to date details), collars, cat litter etc). Should pets require any additional supplies whilst in the care of Hearts & Paws these will be purchased and added to the bill. We will provide treats if requested and doggie pick up bags. We will supply identification tags if the client does not have one to be used during the booked walk with Hearts & Paws contact details on.

5. If it is necessary for keys to be picked up or dropped off in order to complete an assignment charges will be applied for each trip.

6. The client must provide Heart & Paws with the name and contact number of someone capable of making a decision relating to the pet(s) in an emergency. If the contact is not available Hearts & Paws reserves the right to consult with a veterinary surgeon and then make a decision which is in the best interests of the animal.

7. The client is responsible for any veterinary bills, no matter how they are incurred, whilst pets are in the care of Hearts & Paws

8. Hearts & Paws must be alerted to any behavioural problems with their pets at the time of booking. Failure to do so may result in additional charges or cancellation of any future contract.

9. Although Hearts & Paws holds Public Liability insurance, wherever possible pets should be insured by the client. 

10. Hearts & Paws will care for your animal as you would, and whilst we will make every effort to ensure your pet is well looked after in your absence, Hearts & Paws cannot be held liable for any loss, injury or death to a pet either inside or outside of the home whilst in our care.

11. Hearts & Paws will give a full refund if in the rare situation where we cancel the booking once it’s been confirmed and as much help as possible to find a replacement carer.

12. Pet care services undertaken on Bank Holidays will be charged at an extra rate of £5 and those on Christmas Day.

13. Any keys given to us to hold by our client will be numbered and placed on a key fob for identification purposes and kept in a safe. Hearts & Paws will only access the clients home during the requested booking day(s) and times agreed by Hearts & Paws and the client. In the event Heart & Paws misplace or lose the clients keys we will replace the lost key. 

14. All clients personal details will remain confidential and stored safely under the General Data Protection Regulation 2018

Terms and Conditions - Dog Walking

1. Cancellations - for cancellations of walks for a period of 1 week or more two weeks notice is required. For cancellations of 1 or 2 days walks a weeks notice is required. If the required notice is not given charges will be applied in full for the cancelled period. 

2. All dogs being exercised must be fully vaccinated and on a regular flea and worm control regime. If your dog is not vaccinated a disclaimer form will need to be signed in the event that your dog gets ill from any condition the vaccinations would otherwise cover. 

3. All dogs being walked will undergo a trial period to ensure that they are adequately trained and socialised.

4. Hearts & Paws reserves the right to cancel the contract at any time & with immediate effect if the dog does not respond well to the walker and/or other dogs.

5. All dogs will be exercised on a lead unless prior agreement has been reached with Hearts & Paws to take your dog to a safe enclosed off lead area (extra charges will be incurred).

6. The walker will apply personal judgment and cut short a walk if necessary because of extreme weather conditions (ie, heat, thunder storms) for the safety of both the dogs and the walker.

7. If dogs require a quick towelling off after walks towels must be provided and left by the front/back door.

Terms and Conditions – Pet Home Visits

1. Any cancellations must be made more than 48 hrs in advance or the full rate will be charged.

2. Hearts & Paws will make adequate steps to ensure your home is safe and secure in your absence, however Hearts & Paws cannot be held responsible for any burglaries or accidents caused by your pet(s).

3. The client must provide all items necessary for your pet to be adequately cared for in the clients absence.

Terms and Conditions – Pet Sitting

1. Any cancellations must be made more than 48 hrs in advance or the full rate will be charged.

2. Hearts & Paws will make adequate steps to ensure your home is safe and secure in your absence, however Hearts & Paws cannot be held responsible for any burglaries or accidents caused by your pet(s).

3. The client must provide all items necessary for your pet to be adequately cared for in the clients home.

Terms and Conditions - Pet Taxi Service

1.. Any cancellations must be made more than 48 hrs in advance or 50% of the rate will be charged.

2. Clients must notify the veterinary surgery that Hearts & Paws will be attending the appointment on their behalf and ensure that arrangements for payment have been made with either Hearts & Paws or the vet.

3. Any owner wishing to accompany Hearts & Paws whilst an animal is being transported accepts that they do so at their own risk and that Hearts & Paws does not accept any liability for any accident, injury or delay incurred during transportation.