Terms and Conditions

Revision 2.2 / March 2025
In accordance with the information set out below, you acknowledge and agree that accessing and using our services will bind you to the terms and conditions (T&Cs) of our agreement.

Code of Conduct

As a responsible provider of pet services, we pledge to follow this code of conduct:

Always clean up after dogs by properly picking up and disposing of their waste in accordance with the Clean Neighborhood Act 2005.
Be considerate of others, demonstrating respect towards both people and dogs, as some may have a fear of canines.
Keep dogs under control to the best of my ability at all times.
Maintain current public liability insurance.
Create an agreement with dog owners; while it may not be legally binding, it's a beneficial practice for everyone involved.
Adhere to local bylaws, regulations, and park management guidelines.
Avoid entering sensitive areas, such as wildlife habitats, and exercise additional caution when entering or leaving parks.
Show respect to fellow professionals in the pet services field and avoid engaging in unfair competition.
Advocate for responsible pet ownership and promote animal welfare.
Always uphold the privacy and confidentiality of our clients, ensuring compliance with data protection laws.

Code of Ethics

Dog Care

Ensure that dogs are current on vaccinations and microchipped.
Maintain precise records for each dog in our care.
Always carry a lead for every dog.
Recognise the signs of disease and infection.
Report any concerns regarding a dog's health, behavior, or welfare to the owner.
Possess solid canine first aid training.
Discard any equipment or training methods that could cause physical or mental distress.

Vehicle Safety

Transport dogs in vehicles designed for their needs.
Confirm that vehicles are properly insured.
Ensure that vehicles provide adequate ventilation and air extraction.
Avoid restraining dogs with leashes or chains inside vehicles; only approved pet travel seat belts should be used.

Public Safety

Keep dogs under control at all times.
Show respect towards other individuals.
Clean up after dogs promptly.
Maintain public liability insurance.

Professionalism

Steer clear of unfair competitive practices, slander, or defamation against competitors.

Cancellations Bookings & Pickup

Bookings and Deposits

When you book Susie’s Doggie Services for dog walking or drop-ins, a meet and greet is necessary before any services can be rendered. This consultation is complimentary and places no obligation on you to use our services.

The payment for all agreed services must be made in advance. Customer invoices for full amounts are sent at least 48 hours prior to the provision of services the following week.

For Pet Taxi reservations and ad-hoc dog walks, a non-refundable deposit of 20% is required at the time of confirmation. This amount will be rounded up to the nearest £5; for instance, if 20% calculates to £22.60, the deposit will be rounded up to £25.00. The remaining balance must be settled seven days prior to the service date.

Cancellations and Holidays

Please inform us of any changes or cancellations at least seven days in advance. If a cancellation notice is provided with less than seven days' notice, payment for the scheduled service will still be necessary.

We kindly request that our regular customers give us as much notice as possible for holiday bookings.

Susie's Doggie Services will publish their known holidays at the start of every calendar year on their website. Wherever possible, notice for any additional days during the year will be given at least 2 weeks in advance.

Invoice Payment

Payments are due by the date on the invoice for the services rendered. We will send one reminder regarding payments. Thereafter, if payment is not received within 3 days of the original due date services will be suspended, and a late payment fee of £20 will be applied to cover administrative costs.

It is our policy not to make exceptions to cancellations and payments.

Pickup Timings

The timing I provide for picking up your dog for a walk is approximate. Various factors, including weather conditions, traffic, and cancellations, can affect the collection time. As a result, please note that the collection time may vary by up to an hour in either direction, whether earlier or later.

Muddy Dog Policy

Dogs we walk 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 and even fox poo. Much of this is ingrained in their genetics.
We will make every effort to keep dogs in our care relatively clean - at least as far as is humanly possible given the limitations of time and nature.
If you are not home and your dog becomes excessively muddy, we will do a spot clean - wipe them down and towel dry before returning them home.
We will not wash your dog as we do not have the time between clients nor do we have the facilities to do this easily.
Owners remain responsible for any damage caused to their property by a wet / muddy dog, unless the damage was caused by the walker being neglectful.

Hot Weather Policy

Your pet's well-being is our top priority. In warmer weather, we will closely monitor temperatures and communicate with owners about suitable dog walks, ensuring decisions are made with care.

Walk durations may be adjusted, or the timing of walks may be altered based on temperature.
Whenever possible, shaded routes will be utilised.
We will promote calmer walks over high-intensity activities like running or ball play.
Frequent water breaks will be provided to keep pets hydrated.

Copyright

Any photographs of your pet captured by Susie’s Doggie Services are the property of the Company and may be utilised on our social media platforms and website. They will not be used in other contexts without your written permission.
Digital and physical copies of documents, handouts, and any other materials provided or shared by Susie's Doggie Services are the property of the Company. These materials may not be copied, shared, or reproduced without the permission of the Company owner, Susan Jepson.

Key Release and Return

Authorised Use Only - The key(s) will be utilised exclusively by the dog walker to access the client's property for dog walking services.
No Duplication - The dog walker shall not duplicate the key(s) under any circumstances.
Key Security - The dog walker commits to keeping the key(s) in a secure location and will not disclose their whereabouts or any property details to unauthorised individuals.
Return of Key(s) - The key(s) will be returned to the client upon the conclusion of services or at the client's request.
Lost or Stolen Key(s) - In the event of a lost or stolen key, the dog walker will promptly inform the client and will bear any associated replacement costs.

Dogs in Heat

At Susie’s Doggie Services, we prioritise the safety and comfort of all dogs. To ensure a positive experience during group walks, female dogs in heat are subject to a specific policy.

For the safety and well-being of all dogs, female dogs in heat are not allowed to participate in mixed-gender group walks. This policy is implemented to prevent any undue stress or behavioral problems within the group.

Please notify me immediately if your female dog is in or nearing her heat cycle, so I can adjust or pause her group walks.

Alternative services, such as solo walks, can be provided at the owner's request during the time the dog is in heat. This ensures the dog receives exercise and care in a controlled, stress-free environment.

Female dogs can resume group walks after their heat cycle ends, which typically lasts around three weeks.

If you prepaid for group walks and your dog enters heat, I will reschedule them.

Thank you for your cooperation. This policy ensures a safe and enjoyable experience for all dogs in my care.

Puppy and Dog Training Terms and Conditions

Booking

Your booking is confirmed once payment has been received and the Agreement Form has been fully completed and submitted to Susie's Doggie Services.

Services

Services will be conducted either at the Client's location or at a mutually agreed-upon venue between the Trainer and the Client upon booking confirmation.
The Trainer retains the right to refuse Services for any dog deemed dangerous or a threat to any person or other animals, based solely on the Trainer's discretion.

Trainer Responsibilities

We exclusively utilise force-free and humane training techniques. However, achieving results takes time and requires the Client’s dedication to engage with their dog over the long term.
We cannot assure that the training will be effective, as each dog is unique, presenting distinct behavioural and training challenges along with varied backgrounds.
The training we provide will be customised for your dog based on the information you share with us, including details from the Agreement Form.
We are not responsible for supplying a stooge dog if it is suggested for advancing the training or behaviour therapy.
We reserve the right to use our discretion and may shorten a session if necessary due to severe weather conditions, such as extreme heat, heavy rain, thunderstorms, or snow and ice. The Trainer will make this decision to ensure the safety of themselves, the Client, the Client’s dog, the public, and other animals.

Client Responsibilities

You are required to accurately and completely fill out the Trainer’s Agreement Form and submit it to the Trainer at least 72 hours prior to your Session. The Trainer will not be held responsible for any information not disclosed on the Form, and the Session will not take place if the Form is incomplete.
Please notify the Trainer of any updates to the information provided in the Agreement Form prior to any Training Session. This includes, but is not limited to, medical details, changes in your dog’s behaviour, housing situations, ownership status, or legal matters such as a Court order related to the dog.
You confirm that your dog is not subject to the Dangerous Dog Act 1991, is not under a Court Order, and is legally in your care.
Your dog must be fully vaccinated and on a regular flea and worm prevention program. Proof of vaccinations must be provided upon request. You are entirely responsible for your dog's health and vaccination schedule and should seek medical assistance from your veterinarian, as the Trainer is not qualified to give medical or vaccination advice.
If there are behavioural concerns, you are responsible for obtaining a Vet Check for your dog if the Trainer recommends it.
The training provided will be tailored specifically for the dog you have consulted us about. It is not intended for use with any other dogs without prior discussion with the trainer regarding its applicability.
You are responsible for ensuring the safety of yourself, your family, visitors, and your dog. The trainer is not liable for any injuries or damages to you, your dog, or personal property. Your dog must be kept on a lead during training unless otherwise agreed upon with the Trainer.
You are accountable for all veterinary expenses, regardless of how they arise.
You must maintain control of your dog during the Session. If your dog causes any injury while out of control, you will be held fully responsible.
Bring any recommended equipment advised by the Trainer to the Session.
We utilise positive reinforcement methods for training, as we believe they are the most effective approach. If you resort to forceful handling or punishment, the Session will be terminated without a refund.
We will not conduct a training Session if aversive equipment is being used, including but not limited to choke chains, prong collars, electric collars, rattle cans, and corrector sprays. These Sessions will be cancelled, and no refund will be issued.
You must ensure your dog wears a well-fitted and secure flat collar or harness with an ID tag.
If your dog is known to bite or cause injury to other dogs, it must wear a properly fitting muzzle during the Session. The Trainer takes no responsibility for dogs that are not muzzled or not kept under control during or outside of the Session. Failure to comply may lead to immediate termination of services.
In some instances, we may use a stooge dog to assist with training. You are responsible for maintaining a safe distance between your dog and the stooge dog, and your dog may need to wear a muzzle during these sessions if requested.
You consent to us sharing success stories about your dog on social media, including photos and videos captured during our sessions.

Disclaimer

The Trainer is not qualified to provide veterinary or legal advice and the information they provide is not intended to constitute such.
Comments and advice provided by others on social media platforms may not be endorsed by the Trainer and should be treated accordingly.

Fees & Payment

Our fees are as set out in our written communication with you and are quoted per dog.
Our fees are exclusive of any out-of-pocket expenses. Any such expenses will be agreed with you in advance of being incurred.
A travel fee will be charged for travel to locations in excess of 5 miles (each way) from the Trainer's home. This fee comprises a 45p per mile/part mile fee (for each mile/part mile in excess of the aforementioned threshold).
Payment is required, in full, at least 48 hours before the services being performed. If payment is not received in full, we reserve the right to cancel the Session.
We do not offer refunds for cancelled services or missed Sessions unless in exceptional circumstances, to be decided at my discretion.
Where a refund is issued, it will be made by bank transfer to the person who made the original payment.

Cancellations

Cancellations or rescheduling must be communicated by both the customer and the trainer with a minimum of 48 hours' notice. If the client cancels scheduled services with less than 48 hours' notice, full payment is required.
A notice period of seven days is required for either the client or the trainer to end the training program. If the necessary notice is given, a refund will be issued based on the number of scheduled sessions that remain to be completed.
The trainer reserves the right to terminate the agreement immediately if the dog displays aggressive behavior or inflicts harm. In this case, payments made are non-refundable.

Definitions

'We' - Susie's Doggie Services / The Trainer
'You' / 'Client' - the dogs owner who is engaging with Susie's Doggie Services

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Terms and Conditions

Revision 2.2 / March 2025In accordance with the information set out below, you acknowledge and agree that accessing and using our services will bind you to the terms and conditions (T&Cs) of our agreement.