Terms & Conditions

  1. Bookings

    1. A booking shall be made by completing a Booking Form and booking is not accepted until a booking confirmation email has been issued by Welland Valley Pet Care and received by you, all the necessary forms have been completed, copies of vaccination cards and medical treatment provided and payment made in accordance with the price quoted.

    2. For new Clients, a FREE ‘Meet and Greet’ in-home consultation will be required prior to bookings.

    3. All bookings must be made at least 48 hours prior to service start date.

    4. We do not accept bookings for dogs registered under the Dangerous Dogs Act 1991.

    5. We do not accept bookings for dog hybrids registered under the Dangerous Wild Animals Act 1976 (E.g., Wolf Hybrids).

    6. We do not accept bookings for aggressive, unruly pets.

    7. We will not walk unruly or untrained dogs.

    8. We will not walk bitches in season, but will visit and give garden exercise.

    9. Welland Valley Pet Care will provide a time interval during which visits will occur (if requested by you).  If an unforeseen situation arises, the time internal may be adjusted.

    10. There is always an hour window of time allowed to pick up and drop off your dog.

  2. Duty of Care

    1. Welland Valley Pet Care when caring for your pet, we have specific legal responsibilities and a duty of care under the Animal Welfare Act 2006.  Welland Valley Pet Care must visit your pets at least once every 24 hours for their safety and welfare whilst you are away.

    2. You commit to handover your pet in a clean and, to the best of your knowledge, in a healthy state.

    3. A change in a pet’s routine and circumstances can cause varying degrees of distress and unpredictable or abnormal behaviour, particularly if their owner is on holiday, pets have no concept or ability to understand that their owner’s absence is temporary, and they will be coming back. Welland Valley Pet Care understands this and will offer comfort and reassurance whilst trying, as far as is practically possible to maintain your pet’s normal daily routines.

    4. In the event of extreme situations which may have an adverse effect on your pet e.g., fireworks, heat, thunder storms or snow, Welland Valley Pet Care shall in their sole discretion take whatever action they consider necessary, including not carrying out scheduled exercise until it is, in their opinion, safe for the welfare of your pet.

    5. We will not walk dogs who wear electric or spike collars nor can we administer negative punishment (smacking or jerking collars or any method which may cause the dog pain or distress.  We will not walk dogs on full choke chains.

  3. Costs

    1. All services are charged as quoted.

    2. Bank Holidays, Christmas, New Year and Easter will incur additional fees, which you will be advised of at the time of booking.

  4. Necessities

    1. Welland Valley Pet Care will properly dispose of your pet(s) waste, as required under The Clean Neighbourhoods & Environment Act 2005.  For cat litter trays we do request that you provide all necessary items such as scooper, cat litter and plastic bags and indicate where you would like these waste bags disposed of.  The same for any other home-based animal.  For dog walking we will properly dispose of pet waste and we will provide waste bags for this.  We may, however need to sometimes bring the waste back to dispose of in your outside bin.

    2. Where appropriate, you shall provide sufficient food, cat litter and any treats for their pet(s) for the duration of the Service.

  5. Collars, Leads & Identification

    1. Where appropriate, you shall provide secure collars and/or harnesses with name/address tags and leads. Welland Valley Pet Care shall also place an additional ID tag on the pet’s collar and harness.

    2. All dogs must be microchipped in accordance with the Microchipping of Dogs Regulations 2015.

    3. Welland Valley Pet Care may use their own collars and leads if it is deemed safer for the walker and dog.

    4. Dogs will only be walked on leads unless the off-lead consent has been agreed and signed. The Booking Form, Policies and Procedures, Terms & Conditions and the Service Agreement will always prevail.

  6. House cleanliness

    1. Welland Valley Pet Care shall clean up after your pets to the best of their ability.

    2. You shall make available cleaning materials in the event of any ‘mistakes’ within their property.

    3. You shall show Welland Valley Pet Care the location of appropriate cleaning materials, including but not limited to plastic bags, disposable gloves, towels, disinfectant, paper towels and bin bags.

    4. Welland Valley Pet Care cannot be held liable or responsible for any stains, marks or damages caused by the fouling or attempts to clean it.

    5. Welland Valley Pet Care may charge for cleaning where the time or number of occurrences exceeds what would be considered to be acceptable.

  7. Household Emergencies

    1. You will provide Welland Valley Pet Care with details of shut off points for services into the property.

    2. In the event of a household emergency, your emergency contact will be contacted to arrange any remedial work.

  8. Thermostats

    1. You will leave the thermostat settings within a normal comfortable range.

    2. If the house temperature is outside this range, Welland Valley Pet Care will adjust the thermostat to ensure the health and comfort of your pet(s).  The emergency contact will be notified if we are unable to contact you.

  9. Damage to property or possessions

    1. Any damage to the property or possessions of you or Welland Valley Pet Care, however caused by the pet shall be recorded by Welland Valley Pet Care and where considered by Welland Valley Pet Care to be serious enough to inform you, they will do so at the earliest opportunity by whatever means is available. Any costs, including administration, ‘manpower’ in providing such notice or making good any damage may be recoverable from you.

  10. Veterinary Treatment & Medicines

    1. It shall be the sole responsibility of you to ensure Welland Valley Pet Care is fully aware of any health issues the pet is experiencing or has suffered in the past. Welland Valley Pet Care cannot be held liable for any actions or omissions which result in problems or complications for anything not disclosed.

    2.  No booking can be accepted without a completed Veterinary Release Form.

    3. Welland Valley Pet Care shall follow instructions given on the Booking Form and the Veterinary Release Form, but cannot be held liable for any complications which may arise.

    4. You authorise Welland Valley Pet Care with any action they consider suitable in order to protect and keep your pet in good health.

    5. You agree to Welland Valley Pet Care seeking veterinary treatment or advice in the event of a pet becoming ill, injured or requiring emergency treatment.  Clients are liable for the full cost of any veterinary fees that may be incurred whilst the pet is in the care of Welland Valley Pet Care.

    6. Welland Valley Pet Care accepts no liability in the unlikely event that your pet becomes ill, suffers an injury or passes away in their care.  If the illness or injury cannot be safely managed by Welland Valley Pet Care, you or named emergency contact will be contacted to arrange immediate collection of your pet.  It is your responsibility to ensure that the emergency contact is aware of this arrangement.

  11. Sick or injured pets

    1. If the pet is taken sick or injured, Welland Valley Pet Care will notify you at the earliest convenience using whatever method is available to take instructions or guidance. In the event of Welland Valley Pet Care not being able to contact you, their emergency contact, in an emergency situation, Welland Valley Pet Care shall, if in its own opinion the pet needs veterinary attention/treatment/opinion make arrangements as necessary, in the best interest of the pet. Any veterinary bills shall be directly chargeable to you.

    2. In the event of a pet having a contagious illness or disease which has not been disclosed, you may be liable for the costs of treatment given to other animals which become infected.

  12. Kennel Cough

    1. Although every care is taken to prevent contact with dogs with kennel cough, the incubation period means that it is always possible that your dog may pick this up and we cannot be held liable for your dog contracting kennel cough.  We strongly advise you discuss kennel cough vaccination with your vet.

  13. Vaccinations and parasite treatments

    1. An up-to-date veterinary vaccination record must be seen prior to our services to ensure that your dog has current vaccinations against parvovirus, canine distemper, leptospirosis and infectious canine hepatitis and other relevant diseases.

    2. Clients are required to ensure that their dogs and cats are up to date for the annual booster vaccine.

    3. Vaccinations used must be licensed for use in the UK. Homoeopathic vaccinations are not acceptable.

    4. Certification from a veterinarian of a recent protective titre test may be accepted instead of a booster vaccination. The certificate must state that it is valid for the current period of service. It is the decision of Welland Valley Pet Care whether to accept such a certificate.

    5. Dogs must have been appropriately treated for external and internal parasites in accordance with veterinary advice. If there is evidence of external parasites (fleas, ticks, lice) the dog must be treated by you with an appropriate product authorised by the Veterinary Medicines Directorate and licensed for use on animals in the UK. Treatment must be discussed with a veterinarian before administering. Evidence of such treatments by your Veterinarian will be required before any service can commence.

    6. Clients are responsible for checking their pets on a regular basis for ticks and fleas and maintain routine prevention control using veterinary products.  This is to include worming control.

    7. Under no circumstances will Welland Valley Pet Care service any pet that has any form of active contagious illness.

    8. Welland Valley Pet Care requires a copy of a valid vaccination certificate prior to the commencement of any service.  There are no exceptions to this requirement.

    9. If Welland Valley Pet Care (or any member of their household, including any family dog) is bitten or exposed to any disease or ailment received from your pet(s) which has not been properly or currently vaccinated, you will be responsible for all costs and damages that may be incurred as a result.

  14. Cancellations

    1. You may cancel your walk/visit and provided you give a minimum of 24 hours’ notice you will not be charged.

    2. If you cancel you walk/visit within 24 hours of the service commencing, we reserve the right to charge you for that walk/visit.

    3. If Welland Valley Pet Care cannot provide the service agreed, they will do their best to arrange an alternative, unless in extreme circumstances, where we will endeavour to give 24 hours’ notice.

    4. To terminate and ongoing contract, we ask for one weeks’ notice to be given by you.

  15. Inclement Weather

    1.  You will entrust Welland Valley Pet Care to use best judgement in caring for your pet(s) and home at the time of inclement weather. Welland Valley Pet Care will try to carry out your instructions to the best of their ability. However, in cases of extreme weather, we will contact you with alternative arrangements.

  16. Pandemics

    1. Welland Valley Pet Care will follow Government guidance laid down for safe operation during pandemics, to include protection for clients and Welland Valley Pet Care and the families of both parties. 

    2. If the Government impose lockdowns, Welland Valley Pet Care will cease providing service in full lockdown or in tiered lockdown, operate under instruction by the Government.

  17. Fences and Cat Flaps

    1. Welland Valley Pet Care does not accept any responsibility or liability for any Clients’ animals that escape or become lost or injured, fatal or otherwise, when instructed to leave your animals in a fenced area.  This includes electronic, wood, metal or any other type of fence, or in premises that contains an unlocked cat flap.

    2. Welland Valley Pet Care cannot be held responsible for any loss of pets who have access to an open cat flap.

    3. In the event your pet goes missing, we will continue to provide care visits for your cat(s) until your return.

    4. We will notify your emergency contact, your vet and the relevant authorities that your pet is missing from home.

  18. Aggressive Animals

    1. You acknowledge that Welland Valley Pet Care does not accept bookings for aggressive or unruly pets and you agree to be responsible for all costs (including but not limited to medical care, legal fees, etc) if your pet(s) should bite another animal.

    2. You agree that on booking services for their pet(s) that they have represented that the pet(s) have not shown aggression or caused harm, or threatening behaviour to any individual and/or any pet(s), and you agree to contact Welland Valley Pet Care as soon as possible if any of these behavioural changes presents itself or if their pet has the potential to cause harm to any individual or pet(s).

    3. If your dog(s) whilst being walked shows aggressive tendencies towards Welland Valley Pet Care or their family, or should its’ behaviour become unacceptable or a nuisance beyond reasonable acceptance, you agree that the service is terminated with immediate effect and the dog is returned to the location where it was collected.  The booking will be terminated without refund.

  19. Unforeseen Purchases

    1. In the event that additional items need to be purchased in the absence of you – i.e., pet food, or other necessary items that contribute to the health and wellbeing of your pet, Welland Valley Pet Care will purchase these, retain a receipt and you is responsible for reimbursement of these items on return.

  20. Keys

    1. Where it is necessary for Welland Valley Pet Care to hold keys to a property, you shall provide one of each key needed.

    2. Keys will be coded and kept within a locked system for security.

    3. You may ask for the return of your keys at any time, verbally or written by contacting Welland Valley Pet Care.

    4. Keys will be returned upon completion of this Agreement providing all fees due have been paid.

    5. At the end of the assignment if you ask for your keys to be posted through the letterbox, Welland Valley Pet Care accepts no liability for your keys once posted.

  21. Exercise, wellbeing and enrichment

    1. Exercise and enrichment activities take place for all dogs in the care of Welland Valley Pet Care, unless we are specifically requested otherwise due to medical reasons.

    2. Should your pet become sick/inured or subject to any infectious disease we will seek immediate advice from your vet.  Should the vet be unavailable, or in case of an emergency situation, you consent to Welland Valley Pet Care seeking treatment at their own vet.

    3. Welland Valley Pet Care cannot walk ill dogs or dogs known to have an infection even on a one-to-one basis because of the risk of cross infection.

    4. Welland Valley Pet Care will not feed deep chested breeds in the hour presiding or after a walk because of the risk of a gastric torsion (GDV).

  22. Emergency Contact

    1. Emergency contact details must be provided on your booking form should a situation with your pet arise and you are unavailable.

    2. The emergency contact needs to be an independent person (i.e., if you are on holiday, this must not be a member of your holiday party) and authorised to make a decision on your behalf if such needs arise.

    3. In the event of you having no emergency contact, you agree to pass full authority of care, including veterinary decisions, to Welland Valley Pet Care.

  23. Updates

    1. You commit to inform Welland Valley Pet Care of any changes regarding your pet, contact numbers, your pet’s care needs, your emergency contact details and other pertinent information.

    2. It shall be your sole responsibility to ensure the information provided to Welland Valley Pet Care is current and up to date, you agree to accept any decision made by Welland Valley Pet Care in the event of Welland Valley Pet Care not being able to contact you as a result of incorrect information held.

  24. Privacy Policy

    1. All of Welland Valley Pet Care’s records will be stored in compliance with the General Data Protection Regulation 2018 (GDPR).  Personal information will be kept private and confidential and solely in relation to the services Welland Valley Pet Care has been requested to provide.  If requested, your data will be made available to the Local Authority for us to comply with any specific local authority conditions.

    2. Welland Valley Pet Care respects a Client entrusting the care of their home and pets to Welland Valley Pet Care.

    3. By using our service, you are happy for us to take photographs of your pet.  Welland Valley Pet Care reserves the right to post videos or photos of the pets in its care in support of its business activities via social media business pages or its website unless specifically requested not to do so by you. 

    4. We will not pass your details to any third parties or use your information for marketing purposes.

  25. Insurance

    1. All reasonable care is taken to ensure the highest standards of care are provided.

    2. Welland Valley Pet Care has valid public liability insurance, for the peace of mind of their Client.

    3. Welland Valley Pet Care has employers liability insurance.

    4. Welland Valley Pet Care is insured to provide dog walking, pet sitting, pet pop-ins, microchipping of cats & dogs and, where licensed, home boarding and home day care services. A copy of the policy is available on request.

    5. You are advised to:

      1. Consult Welland Valley Pet Care’s specific insurance policy (available on request) to check it meets your specific requirements.

      2. Note that typically a dog falling ill in Welland Valley Pet Care’s care is not insured (it is almost impossible to prove that a dog was pre-symptomatic before arrival). Therefore, you is advised to ensure their own pet insurance covers such eventuality.

      3. Check to see if your insurance provider needs informing that someone will have access to your property whilst they are away.

      4. Note that in the event that your dog acts contrary to information declared or omitted in your Registration Booking Form, Welland Valley Pet Care will not accept any liability and you will be responsible for any and all costs directly arising.

      5. Note that you is advised to purchase their own separate pet insurance to assist with any emergency veterinary treatment, should the unexpected happen.

  26. Third Parties

    1. You shall advise Welland Valley Pet Care of anyone who will have access to their property during any periods of your absence, including but not limited to cleaning services, maintenance personnel, friends, family and neighbours.

    2. Welland Valley Pet Care shall not be liable for other persons or their actions or omissions who will be in, or have access to your property before, during or after services have been rendered.

    3. It is understood that you will notify anyone with access to the home that the services of Welland Valley Pet Care have been engaged.

  27. Welland Valley Pet Care’s companion

    1. Welland Valley Pet Care may have a spouse, family member or friend accompany them whilst providing the scheduled services. No costs will be applied to your account for any assistance the companion provides.

  28. Payment

    1. Welland Valley Pet Care accepts cash/cheque/BACs transfer. Any cheques which do not clear, will be subject to an additional £10 administration fee.

    2. We do not accept credit cards or PayPal.

    3. For on-going/regular dog care an invoice is sent on the last day of each month.

    4. Invoices are due on receipt.  A late payment charge will be payable by you for invoices settled after the due date.

    5. For cat, small animal and fish care will send you an invoice for payment, 10 days prior to the commencement of service.

    6. Where payment is not received in accordance with these terms and conditions of business, Welland Valley Pet Care reserves the right not to proceed with any previously agreed arrangements.

    7. Acceptance of our services is deemed acceptance of Welland Valley Pet Cares Terms and Conditions and an agreement of you to pay fees on time.

  29. Changes to Return Date

    1. Welland Valley Pet Care carefully schedules their time to serve you and our other clients, therefore there are no refunds or credits for early returns or last-minute changes to pet care.

    2. In the event that you are delayed on return, they must inform Welland Valley Pet Care immediately, and they will use their best endeavours to make alternative arrangements for continued cover, this may incur a further charge.

  30. Holidays

    1. We aim to give you four weeks’ notice of our holidays.  In the case of single days off Welland Valley Pet Care will aim to give you one weeks’ notice.

    2. You agree to advise Welland Valley Pet Care of their holidays with as much notice as possible.

  31. Miscellaneous

    1. Welland Valley Pet Care reserves the right to either impose supplementary charges and/or terminate this agreement if, the assignment changes from the description given by you and needs more time or responsibility or if there is a change in the nature or the assignment which could not have been reasonably foreseen by either party.

    2. Welland Valley Pet Care reserves the right to deny or terminate service because of safety or financial concerns.

    3. Welland Valley Pet Care may on occasions transport your pet in our carer’s vehicle to a walking location, with your written permission.  Dogs will be transported securely in the boot area/rear van, under the Road Traffic Act 1988.

  32. Liability

    1. Welland Valley Pet Care shall not be liable to you or be deemed to be in breach of the contract by reason of any delay in performing, or any failure to perform, any of its obligations in relation to the services, if the delay or failure was due to any cause beyond Welland Valley Pet Care’s reasonable control.

    2. I accept the Terms & Conditions of Welland Valley Pet Care as detailed within this document. (All policies, procedures, guidelines and Terms & Conditions are subject to change at the discretion of Welland Valley Pet Care).

    3. I accept the Terms and Conditions are subject to change without notice. 

Updated January 2022