TERMS AND CONDITIONS
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General
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A free Meet & Greet will take place with all dogs/pets prior to using Charlie & Chums Pet Services. Charlie & Chums reserves the right to refuse to provide services for any pet where I deem them unsuitable for the services currently offered.
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The Owner must ensure access to the property and dogs/pets for the agreed service; failure to do so will result in the cancellation of that day’s service and will be paid for in full by the Owner. The Owner must ensure that other pets within the house that are not allowed outside (e.g. cats) are kept away from access doors.
The Owner must inform Charlie & Chums Pet Services of any health concerns, and if the pet has harmed or shown aggressive or threatening behaviour to any individual or any other dog or pet, or notify Charlie & Chums Pet Services immediately of any new health condition or unwelcome behaviour. Failure to do so may result in additional charges or cancellation of future contracts.
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Charlie & Chums Pet Services will ensure that appropriate insurance is maintained, including Public Liability cover. The insurance covers Charlie & Chums Pet Services for the duration of and the services agreed. If possible, pets should also be insured by the Owner.
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All dogs attending Charlie & Chums Pet Services must be microchipped and the Owner must provide secure collars with appropriate tags.
The Owner consents to photos or videos being taken of their dog/pets which may be used in media or marketing by Charlie & Chums Pet Services. They may also be shared on Charlie & Chums Pet Services Social Media pages and stories (charlieandchumspetservices). No locations will be tagged, and no identifying personal information will be made public. Personal information on dog tags will be blurred or otherwise blocked out. The owner will also get photo or video updates of their dog/pets.
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The Owner must provide all items necessary for pets to be adequately cared for in the Owner’s absence. This includes food, medication, toys, treats, poo bags etc. Should pets require any additional supplies whilst in the care of Charlie & Chums Pet Services, these will be purchased and added to the bill. Where possible the Owner will be informed before any purchases are made.
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Charlie & Chums Pet Services may take a friend or partner/spouse on a walk/drop-in visit. This incurs the Owner no additional expense, and at no point will the companion be in charge of the dog. If a companion will be accessing an Owner’s property at any time, the Owner will be notified and asked for consent.
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The Owner must inform Charlie & Chums Pet Services of any changes to the information provided on the “Client Registration Form”, including contact numbers, emergency contact details, pet’s care needs and any other relevant information.
All bookings must allow enough time before the start of the booking for a Meet & Greet and forms to be completed.
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Pet Health
All pets must be fully vaccinated and on a regular flea and worm control regime.
The Owner must make Charlie & Chums Pet Services aware of any health conditions, medications, physical limitations, and allergies to ensure the safety and wellbeing of the pet at all times.
The Owner accepts that during normal dog play their dog may sustain injuries. Scratches, punctures, torn ligaments, or other injuries may occur despite the best supervision.
The Owner must provide Charlie & Chums Pet Services with the name and contact number of someone capable of making a decision relating to the pets in an emergency. If the contact is not available Charlie & Chums Pet Services reserves the right to consult with a veterinary surgeon and make a decision which is in the best interests of the pet.
Charlie & Chums Pet Services cannot be held liable for any loss, injury or death to a pet either inside or outside of the home whilst in our care. The Owner is responsible for any veterinary bills, no matter how they are incurred, whilst pets are in the care of Charlie & Chums Pet Services.
Charlie & Chums Pet Services will not provide services to pets with any form of contagious, infectious or otherwise communicable diseases. The Owner agrees to take any necessary precautions or measures to ensure that their pet is continuously free from such diseases. The Owner further agrees to notify Charlie & Chums Pet Services immediately of any such diseases or conditions that their pet has been exposed to or is affected by. For the welfare of other pets, Charlie & Chums Pet Services reserves the right to refuse to provide services until satisfied that the condition is resolved.
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Services
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Walks
The Definitions of the Walks are as follows: Solo Walks are a 30 or 60 minute walk with my attention on your dog 100% of the time. Full engagement of the dog, including physical and mental stimulation and/or play. Multi-Dog Household Walks are a 30 or 60 minute walk with groups of 2 and up to a maximum of 4 dogs that are available for households with multiple dogs or dogs within the same area who can be walked together (e.g. neighbours). Adventure Walks are a minimum of a 3 hour walk. These may include trips to the beach, forest rambles or lakeside walks. Charlie & Chums Pet Services will keep all dogs on a lead/long line for these services unless walked in a fully enclosed area and have the owner permission to walk their dog off lead.
Charlie & Chums Pet Services will apply their best personal judgement in the event of extreme weather conditions (e.g. hot weather, thunderstorms, snow, heavy rain), or the dog becoming ill, injured, distressed, or refusing to walk, to take necessary action to ensure the safety of both dogs and Walker, which may include for example (but not limited to) cutting walks short or providing an alternative Pet Visit. The Owner will be notified of any changes.
All dogs will be exercised on a lead unless otherwise specified in the Client Registration Form. Off lead exercise will remain at the discretion of the Walker at all times.
Dogs that need to wear a muzzle need to be fully muzzle trained and allow the Walker to put the muzzle on them as well as take it off after the walk. To ensure everyone’s safety, a reason for why the muzzle has to be worn needs to be provided.
Charlie & Chums Pet Services tries to select green and/or woody areas for walks and dogs may get muddy, wet or dirty (including rolling in fox poo etc). Charlie & Chums Staff will carry dog wipes for such occasions, and Owners are asked to leave towels by access doors for towelling down if weather calls for it. Owners will be notified of all poo rolling and extreme muddiness. Charlie & Chums Pet Services will always remove dirty shoes etc. prior to entering homes. If wet or muddy dogs need to be put in a specific room or area after the walk, the Owner may specify with Charlie & Chums Pet Services in advance.
Adequate space for walking ideally needs to be within walking distance of the owner’s home. Time required walking to and from a park or other green space is part of the booked walk. The walk will start once Charlie & Chums Pet Services have left the home.
If Charlie & Chums Pet Services arrive to collect a dog and the dog is visibly unwell and/or sick, or refuses the walk (e.g. due to rain). Charlie & Chums Pet Services will immediately notify the owner. Charlie & Chums Pet Services reserves the right to reschedule the walk and/or amend the booking to a 30 or 60 minute pet visit for no extra charge. This is to give the dog the chance for a toilet break, playtime and mental stimulation for the duration of the booked walk.
Pet Visits
Pet visits are available for a 15 minute slot or a 30 minute slot, to keep your pet company, feed them, and/or let them out for a garden break while you’re away.
Pet Sitting
Pet Sitting is a stay at your property with your dog (and/or other pets) for the duration you are away.
Please note that Charlie & Chums Pet Services won’t be able to do full time day sits during the week as Charlie & Chums Pet Services have regular walks scheduled from 9am to 5pm. If your dog can’t be left for at least 4 hours at a time, Charlie & Chums Pet Services won’t be able to look after them during the week.
Pet Sitting for multiple days consists of overnight stays (roughly 6pm–8am), a midday check-in/walk, as well as a 30min walk in the morning and evening. Any additional walks or check-ins during the day need to be booked and are charged at the usual rate. Charlie & Chums Pet Services will make sure dogs are never alone for more than 4 hours at a time, but will be tending to other commitments during the day. Details regarding pet sitting will be agreed on a case-by-case basis.
To ensure Privacy, any cameras inside the house will have to be turned off and/or covered while Charlie & Chums Pet Services are staying at your property. Outside cameras (e.g. Ring Doorbells) are fine.
During Charlie & Chums Pet Services stay at your house, Charlie & Chums Pet Services will be using your home as my home. This includes preparing food, using bathrooms, and/or using media. What is off-limits needs to be discussed in advance and needs to be reasonable to make sure Charlie & Chums Pet Services will have a reasonably comfortable stay for the entire duration of the service. It is expected that the home is in an adequate state, meaning it is reasonably clean and a bed with fresh sheets is available for Charlie & Chums Pet Services to sleep in.
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Charlie & Chums Pet Services will follow instructions for administering medications as directed but cannot be held responsible for complications that arise as a result.
Charlie & Chums Pet Services will take necessary steps to ensure your home is safe and secure in your absence, however Charlie & Chums cannot be held responsible for any burglaries or accidents/damage caused by/to your dog's/pets.
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Rates
Charlie & Chums Pet Services prices are as published on the website. Prices may change periodically to account for cost of living. Owners receiving ongoing services will be notified with adequate notice. Prices can vary as they can be tailored to each dog’s individual needs.
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Pet/House Sitting Rates are determined on a case-by-case basis, taking length of stay & number of pets into consideration. A detailed price breakdown can be requested.
Bank Holiday Rates
Bank Holidays (and Substitutes) are charged at double rate. There are no services on Christmas (25th/26th and substitutes), New Year’s Eve or New Year’s Day (and substitutes).
By default, there are no regular services on Bank Holidays. Any additional holiday taken will be communicated with the Owners at least 2 weeks (but usually one month) in advance.
Payment
Walks & Pet Visits
For regular services and clients (walks & pet visits) invoices are sent out weekly.
The amount due for the following week will be invoiced to the owner once all dates have been confirmed.
Unless agreed otherwise, full payment is due via bank transfer by the end of each week (Sunday) for the following week (Monday - Friday) as per the agreed quote for the booking before the start of service.
For one-off services and clients (walks & pet visits), unless agreed otherwise, payment is due via bank transfer in advance.
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Charlie & Chums Pet Services reserves the right to suspend all services until payment has been made in full.
Pet Sitting
A 25% deposit is required at the time of booking to hold the required dates. Full payment as per the agreed quote for the stay is due 24 hours before the start of service. For amounts larger than £200 this can be paid in multiple instalments so long as the full amount is paid for 24 hours before the start of service.
If payment is not made in full by 24 hours prior to the booked stay, Charlie & Chums Pet Services reserves the right to cancel the service.
Final Pet Sitting quotes include 2 x 30min walks, a midday drop-in and/or any day-to-day care of the animal, as well as taking care of the household (to a reasonable extent). Additional walks, check-ins, etc. need to be booked and will be charged at usual rate. If any additional services need to be provided or items need to be purchased in order to take adequate care of the pet during the stay, an additional invoice will be sent at the end of the stay. Wherever possible this will be communicated with the owner at the time to avoid misunderstandings.
A detailed report including all walks and additional services provided during the stay can be provided on request and emailed to the owner on the last day. Any additional cost is payable within 7 days of receipt.
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Cancellation
Charlie & Chums Pet Services understands that there are unexpected circumstances that cannot be anticipated and interfere with the notice periods set out in these Terms and Conditions. Please contact Charlie & Chums Pet Services as soon as possible should such circumstances arise.
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Walks
Walks may be cancelled until 24 hours of the scheduled time and The Owner will not be charged or will receive full refund (or free future service of same value) if already paid.
Walks cancelled less than 24 hours prior to the scheduled time will be charged in full.
Pet Visits
Visits may be cancelled until 24 hours of the scheduled time, and The Owner will not be charged or will receive full refund (or free future service of same value) if already paid.
Visits cancelled less than 24 hours prior to the scheduled time will be charged in full.
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Pet Sitting
Pet Sitting may be cancelled within 72 hours of the agreed arrival at your house, and The Owner will not be charged or will receive full refund if already paid.
House Sitting cancelled later than 72 hours prior to the scheduled time will be charged at a rate of 25%.
Cancellation by Charlie & Chums Pet Services
Charlie & Chums Pet Services reserves the right to cancel services for or reject pets or owners that do not comply with the Terms & Conditions, or that are deemed a danger to other pets or people.
Charlie & Chums Pet Services reserves the right to cancel the contract at any time and with immediate effect if the pet does not respond well to the me and/or, if applicable, other dogs, pets, or people.
Charlie & Chums Pet Services reserves the right to cancel any service on short notice in the event of, but not limited to, illness, accidents, extreme weather (e.g. heavy snow) and other unforeseen circumstances. In such an event, Charlie & Chums Pet Services will provide as much notice to the Owner as possible and services will not be charged for. It is recommended Owners have an emergency contact who may be able to walk/take care of their pets should Charlie & Chums Pet Services be unable to do so.
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Liability & Indemnification
Charlie & Chums Pet Services accepts no liability for any breach of security or loss of or damage to the Owner’s property if any other person has access to the property during the term of this agreement.
Charlie & Chums Pet Services shall not be liable for any mishap of whatsoever nature which may befall the pet(s) or caused by a pet(s) who has unsupervised access to the outdoors.
The Owner shall be liable for all medical expenses and damages resulting from an injury to the Walker caused by the dog as well as damage to the Owner’s property.
Charlie & Chums Pet Services is released from all liability related to transporting pet(s) to and from any veterinary clinic or kennel, the medical treatment of the pet(s) and the expense thereof.
The Owner will not blame and payback Charlie & Chums Pet Services against any and all costs, expenses, losses, liabilities and claims arising from said pet(s) behaviour unless the pet care provider is wilful or negligent.
Charlie & Chums Pet Services is fully insured for the Services provided. A copy of the insurance policy will be provided upon request.
Charlie & Chums Pet Services Terms & Conditions last updated June 2024
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