Terms & Conditions

1. Booking

  1. WELLAND VALLEY PET CARE will provide a time interval during which visits will occur. If an unforeseen situation arises, the time interval may be adjusted. 

  2. Bank Holidays and weekends may incur additional fees which you will be advised of at the time of booking. 

  3. An in-home consultation is required, prior to reservations, FOR ALL NEW CLIENTS. 

  4. All bookings must be made at least 48 hours before service start date.



2. 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 your 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, we will do our best to arrange an alternative, unless in extreme circumstances, where we will endeavour to give 24 hours’ notice.

  4. To terminate an ongoing contract, we ask for one weeks’ notice to be given by the client.



3. Aggressive/Untrained Animals & Behavioural Issues

  1. WELLAND VALLEY PET CARE will not accept dogs registered under the Dangerous Dogs Act 1991.

  2. WELLAND VALLEY PET CARE will not accept dogs to look after aggressive animals. 

  3. The client agrees to be responsible for all costs (including but not limited to medical care, legal fees, etc) if the client’s pet(s) should bite another animal. 

  4. Client agrees that on booking services for their pets,  that they have represented that the dog(s) to have not shown aggression or caused harm, or threatening behaviour to any individual and/or any pet(s), and the client agrees to contact the provider as soon as possible if any of these behavioural changes presents itself or if it has the potential to cause harm to any individual or pet(s). 

  5. We will not walk unruly or untrained dogs.

  6. If the client’s 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, the client agrees that the service is terminated with immediate effect and the pet is to be returned to the location where it was collected.  The booking will be terminated without refund.


4. Unforeseen Purchases ​

  1. In the event that additional items need to be purchased in the absence of the client – i.e. pet food, litter, cleaning supplies or other necessary items that contribute to the health and well-being of your pet, the pet service provider will purchase these, retain a receipt and the pet owner is responsible for reimbursement of these items on their return.



5. Keys 

  1. WELLAND VALLEY PET CARE will obtain a copy of your house key during the in-home consultation. This key will be held by the pet sitter/dog walker and will be coded for security and kept securely. 

  2. It is recommended that your keys remain in WELLAND VALLEY PET CARE’s custody for convenience in future use of our service and to confirm services via text or email. 

  3. Your keys will be kept in a secured lock system and are coded for your protection.

  4. You may ask for the return of your keys at any time by contacting WELLAND VALLEY PET CARE.

  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.


6. Updates 

  1. Please inform us of any changes regarding your contact numbers, your pet’s care needs, your emergency contact details and other pertinent information.


7. Privacy Policy

  1. WELLAND VALLEY PET CARE highly respects our clients’ entrusting us with the care of their home and pets. All of your information will be kept private and confidential. 

  2. All of our records will be stored in compliance with the General Data Protection Regulation (GDPR) 2018.

  3. By using our service, you are happy for us to take photographs of your pet for our social media and/or our website page.  We will not tag you in any photographs nor take any photographs that identify the location of your home.  If you do not want photographs of your pets to be used, you must make this known in writing.

  4. We will not pass on your details to any third parties.


8. Insurance 

  1. All reasonable care is taken to ensure the integrity and suitability of the care provided. 

  2. WELLAND VALLEY PET CARE has valid public liability insurance, for the peace of mind of its clients. 

  3. The insurance only covers WELLAND VALLEY PET CARE, for the duration of the selected service, and only for services agreed. 

  4. It is the client’s responsibility to ensure that the property, its contents and pets are adequately insured throughout the duration of the assignment. 


9. Additional Pet Care Assistance and Other Scheduled Services 


  1. WELLAND VALLEY PET CARE does not accept liability for other persons who will be in your home prior to, during or immediately after our services have been rendered. 

  2. Please inform us at the time of consultation of anyone who may have access to your home while you are away. This includes cleaning services, maintenance personnel, friends, family and neighbours. 

  3. It is understood that the client will notify anyone with access to the home that the services of WELLAND VALLEY PET CARE have been engaged.


 10.  Inclement Weather 

  1. You will entrust WELLAND VALLEY PET CARE to use best judgment in caring for your pet(s) and home at the time of inclement weather.

  2. 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. 



11. Medication/Vaccinations/Immunisations 

  1. WELLAND VALLEY PET CARE will follow instructions to administer medications as directed but cannot be held responsible for complications that arise as a result.

  2. Under no circumstances will WELLAND VALLEY PET CARE service any pet that has any form of active contagious illness.

  3. If WELLAND VALLEY PET CARE is bitten or exposed to any disease or ailment received from the clients’ pet(s) which has not been properly or currently vaccinated, the client will be responsible for all costs and damages that may be incurred as a result.

  4. Owners are required to ensure that their dogs & cats are up to date for the annual booster vaccine.  Proof of vaccination will be required prior to care given by WELLAND VALLEY PET CARE.

  5. Owners are responsible for checking their dogs on a regular basis for ticks and fleas and maintain routine prevention control using veterinary products.


 12.  Pet Waste 

  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 waste bin.



 13. Collars/Leads and Identification


  1. It is a legal requirement for all dogs to wear a collar with an identification tag.  All dogs are required to wear a collar with identity tag whilst in our care, to be supplied by their owner. 

  2. WELLAND VALLEY PET CARE require dogs to wear one of our identity tags with our contact details whilst in our care.

  3. All dogs must be microchipped in accordance with the Microchipping of Dogs regulations 2015.

  4. WELLAND VALLEY PET CARE may use their own collars and leads if it is deemed safer for the walker and dog.

  5. All dogs will be walked on leads at all times.  We will walk off lead with your written permission and if/when we feel adequate bond is made.

  6. 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 choke chains.



 14. 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 the clients 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 of your pet going 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.



 15. House Cleanliness 


  1. WELLAND VALLEY PET CARE will clean up after your pets to the best of their ability. Please inform them of the designated area for the appropriate cleaning supplies. 

  2. WELLAND VALLEY PET CARE is not responsible for carpet/ flooring stains created by your pet(s). 

  3. We request that you provide plastic bags, towels, cleaning products, paper towels and bin bags. 

  4. If there are accidents above and beyond the normal amount anticipated, we will charge a reasonable fee for clean-up time.



16. Household Emergencies 


  1. Details of shut off points for services into the property are to be provided on the Contract of Care form.

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



 17. Thermostats 


  1. Please leave your thermostat settings within a normal comfortable range. 

  2. If the house temperature is outside of this range, WELLAND VALLEY PET CARE will adjust the thermostat to ensure the health and comfort of your pet(s).  Your emergency contact will be notified.


 18. Accompanying Visitors 


  1. A walker/sitter may wish to have either a companion or spouse accompany them on an assignment at no additional costs to the client.  This may also happen if personal safety is thought to be an issue.

  2. This must be agreed with the client, and the companion/spouse will have been vetted by Welland Valley Pet Care and will be subjected to all necessary checks.



 19. Changes to Return Date 

  1. WELLAND VALLEY PET CARE carefully schedules our 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 the client is delayed on return, they must inform WELLAND VALLEY PET CARE immediately, and they will use its best endeavours to make alternative arrangements for continued cover, this may incur a further charge. 



 20. Payment 

  1. WELLAND VALLEY PET CARE accepts cash/bank transfer, (please ask for bank details). We do not accept cheques or credit cards.

  2. Acceptance of our services is deemed acceptance of our Terms and Conditions and an agreement to pay our fees on time.

  3. Payment is due on a weekly basis unless a monthly invoice is requested by the client. Monthly invoices will be sent on the last day of the month and payment is due within 7 days of receipt.  A late payment charge will be payable for invoices settled after the due date.

  4. Where payment is not received in accordance with these terms and conditions of business, the company reserves the right not to proceed with any previously agreed arrangements, and a cancellation fee will be payable. 


 21. Liability

  1. WELLAND VALLEY PET CARE shall not be liable to the client 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. Owners agree to fully indemnify WELLAND VALLEY PET CARE against any loss or injury to a third party or damage to property caused by their dog, excepting that of proven Third Party.  Owners are fully liable for the full cost of any damages incurred by their dog. I also understand that no liability will attach to the pet carer.

  3. We will not be liable for any damage or injury caused by your dog excepting that of proven Third Party. 

  4. We cannot be held liable for any theft or damage to your property or injury/illness to your pet unless we can be shown to be negligent.



22. Veterinary Treatment


  1. I authorise WELLAND VALLEY PET CARE any action that they consider suitable in order to protect and keep my pet in good health.

  2. Owners agree to WELLAND VALLEY PET CARE seeking veterinary treatment or advice in the event of a dog becoming ill, injured or requiring emergency treatment.  Owners are liable for the full cost of any veterinary fees that may be incurred whilst their dog is in the care of WELLAND VALLEY PET CARE. 

  3. WELLAND VALLEY PET CARE accepts no liability in the unlikely event that your pet becomes ill, suffers an injury or passes away in our care.  If the illness or injury can’t be safely managed by WELLAND VALLEY PET CARE, the owner or named emergency contact will be contacted to arrange immediate collection of your pet.  It is the owner’s responsibility to ensure that the emergency contact is aware of this arrangement.



23. 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 contacting kennel cough.  We strongly advise you discuss kennel cough vaccination with your vet.



24. Holidays


  1. We aim to give you four weeks’ notice of our holidays.  In the case of single days off we will aim to give you two weeks’ notice.

  2. Please advise us of your holidays giving four weeks’ notice, minimum.  In the case of single days, please give two weeks’ notice.

25.  Pandemic

  1. We reserve the right to cancel all services on government advice with immediate effect. 

  2. We will re-open on government advice.  WELLAND VALLLEY PET CARE reserve the right to remain closed until they feel it is safe to return.

  3. All regular bookings will be reserved, without a retainer fee charged.

  4. No new clients will be taken on whilst a pandemic is evident or during recovery of a pandemic.

  5. Existing clients reserve the right to cancel care with immediate effect.  No cancellation fee will be charged.

26. Other


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

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

  3. We reserve the right to deny or terminate service because of safety or financial concerns.

  4. We 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.

  5. We will not feed deep chested dogs in the hour presiding or after a walk because of the risk to your dog of gastric torsion.

  6. We will not walk dogs in season, but will visit and give garden exercise only.

  7. We 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.

  8. Under the Animal Health & Welfare Act 2006 we have a responsibility to the welfare needs of your pet.  We must visit your pets at least once every 24 hours for their safety and welfare whilst you are away.

  9. Clients accept the terms and conditions as set out, which are subject to change without notice.

Updated 17th May 2020



© 2020 by Welland Valley Pet Care - Professional Dog Walker & Pet Care  - Established 2016