Section 1 - General
These Terms & Conditions apply to all services provided by Charlotte's Wooffpack. By booking or accepting a service, the Client confirms that they have read, understood and agreed to these Terms & Conditions and the applicable cancellation policy.
A booking will only be confirmed following an initial consultation where required and once Charlotte's Wooffpack has received the information reasonably necessary to provide the service safely and appropriately.
Section 2 - Services
Charlotte's Wooffpack may provide dog walking, pet visits, pet sitting, puppy visits, cat care, small animal care, horse care and other agreed animal care services.
The exact service, duration, frequency and price will be agreed with the Client before the service begins.
Charlotte's Wooffpack reserves the right to decline or discontinue a service where it is reasonably considered unsuitable or unsafe for the animal, Charlotte, another person or another animal.
Section 3 - Animal Health & Care Requirements
The Client must provide accurate and complete information about the animal, including its health, medical conditions, medication, dietary requirements, allergies, behavioural issues and any other information that may affect its care.
The Client confirms that the animal is appropriately vaccinated where applicable and is maintained on appropriate flea, tick and worming treatments.
The Client must inform Charlotte's Wooffpack promptly if the animal develops an infectious illness, parasite infestation or other condition that may present a risk to people or other animals.
All dogs must be appropriately microchipped and registered in accordance with current legal requirements. Dogs must also wear appropriate identification when required by law.
Section 4 - Behaviour & Safety
The Client must disclose any known history of biting, aggression, nervousness, fear, escaping, livestock chasing or aggression towards people or other animals.
Charlotte's Wooffpack must be informed of any behaviour that could reasonably affect the safe provision of the service.
Where an animal's behaviour presents a safety or welfare concern, Charlotte's Wooffpack may refuse, modify or discontinue the service.
Dogs will only be walked off lead where the Client has given express permission and Charlotte's Wooffpack considers this reasonably safe and appropriate.
Where paired or small group walks are provided, the Client acknowledges that their dog may be walked with other suitable dogs unless otherwise agreed.
Female dogs in season may be excluded from group walks or other activities where reasonably necessary for safety or welfare.
Section 5 - Veterinary Treatment & Emergencies
If an animal becomes ill, injured or requires urgent veterinary attention while in Charlotte's Wooffpack's care, Charlotte's Wooffpack is authorised to seek veterinary assistance where reasonably necessary.
Every reasonable effort will be made to contact the Client or their nominated emergency contact before treatment where circumstances allow.
The Client remains responsible for veterinary fees, medication, transport and other reasonable costs arising from veterinary treatment required while the animal is in Charlotte's Wooffpack's care.
The Client must provide current emergency contact details and, where appropriate, details of the animal's veterinary practice.
Nothing in these Terms & Conditions limits any duty or responsibility that Charlotte's Wooffpack has under applicable law in relation to the welfare of an animal in its care.
Section 6 - Walks, Visits & Animal Care
Charlotte's Wooffpack will provide services with high standard care and skill and in accordance with the arrangements agreed with the Client.
Walk duration, route or activities may be reasonably altered where necessary due to weather, heat, ice, flooding, storms, unsafe conditions, the animal's welfare or other circumstances outside Charlotte's Wooffpack's reasonable control.
The Client must provide any equipment, medication, food and care instructions reasonably required for the animal's care.
Charlotte's Wooffpack may use alternative suitable equipment where reasonably necessary for safety. Charlotte's Wooffpack will not be responsible for failure or damage caused by defective equipment supplied by the Client.
Fresh water and poo bags will be provided for dogs where appropriate. Any special equipment or supplies required by an individual animal remain the responsibility of the Client.
Section 7 - Access to Property & Keys
The Client must provide safe and appropriate access to any property where services are to be provided.
The Client is responsible for ensuring that gates, doors, fencing and other access points are secure and suitable for the animal.
Where keys, access codes or other means of entry are provided to Charlotte's Wooffpack, they will be kept securely and used only for the purpose of providing the agreed services.
The Client must notify Charlotte's Wooffpack immediately of any changes to access arrangements.
Section 8 - Bookings, Payment & Cancellations
Charlotte's Wooffpack will normally issue invoices at the end of each month for services provided during that month. Payment is requested promptly following receipt of the invoice. Where payment has not been received, Charlotte's Wooffpack may issue a friendly reminder. If an invoice remains unpaid for an extended period, Charlotte's Wooffpack reserves the right to request payment before providing further services.
Prices and payment arrangements will be confirmed at the time of booking.
Cancellations made more than 48 hours before the scheduled service will not normally be charged.
Cancellations made within 48 hours of the scheduled service may be charged at 50% of the booking value.
Same-day cancellations and no-shows may be charged in full.
Charlotte's Wooffpack may waive or amend a cancellation charge at its discretion where there are exceptional circumstances.
Services provided at weekends or on UK Bank Holidays may be charged at an enhanced rate, which will be confirmed at the time of booking.
Section 9 - Photography
Charlotte's Wooffpack may take photographs or videos of animals while providing services for business and promotional purposes.
The Client may request that photographs or videos of their animal are not used for promotional purposes. Such requests should be made before or at the time of booking.
Section 10 - Liability
Every reasonable care will be taken to protect the welfare and safety of animals in Charlotte's Wooffpack's care. However, animals are unpredictable and circumstances can arise which cannot reasonably be anticipated or prevented.
Charlotte's Wooffpack will not be responsible for loss, injury, illness, escape or damage arising from circumstances beyond its reasonable control, or from information, instructions or equipment that the Client has failed to provide accurately or adequately.
The Client remains responsible for loss or damage caused by their animal, including damage to property or injury caused by the animal, except to the extent that Charlotte's Wooffpack is legally responsible for that loss or damage.
Nothing in these Terms & Conditions excludes or limits liability which cannot lawfully be excluded or limited, including liability arising from negligence where such limitation would not be permitted by law.
Section 11 - Other Animals & Multi-Species Care
Where Charlotte's Wooffpack provides care for dogs, horses, cats, chickens, ducks, goats, small animals or other species, the Client must provide clear and accurate instructions regarding feeding, medication, handling, housing and any specific welfare requirements.
The Client is responsible for providing sufficient food, bedding, medication, equipment and other supplies required for the agreed period of care.
Charlotte's Wooffpack will follow the Client's reasonable care instructions provided that they are consistent with the animal's welfare and applicable law.
Section 12 - Complaints & Ending Services
Any concerns or complaints should be raised with Charlotte's Wooffpack as soon as reasonably possible so that they can be addressed promptly.
Charlotte's Wooffpack may terminate or refuse future services where an animal presents a safety or welfare concern, where relevant information has been withheld, where the Client repeatedly fails to follow these Terms & Conditions, or where payment remains outstanding.
The Client may end ongoing services by providing reasonable notice, subject to any agreed cancellation terms.
Where an animal is not collected or returned as agreed, Charlotte's Wooffpack will make reasonable attempts to contact the Client or emergency contact and may make alternative welfare arrangements where necessary. Any reasonable costs incurred as a result may be charged to the Client.
Section 13 - Data Protection
Personal information provided to Charlotte's Wooffpack will be used only as reasonably necessary to provide the agreed services, communicate with the Client, manage bookings, handle emergencies and meet legal obligations.
Personal information will be handled in accordance with applicable UK data protection legislation.
Section 14 - Governing Law
These Terms & Conditions are governed by the laws of England and Wales, and the courts of England and Wales shall have jurisdiction, subject to any rights the Client may have under applicable consumer law.
Section 15 - hanges to These Terms
Charlotte's Wooffpack may update these Terms & Conditions from time to time. The version applicable to a booking will be the version provided to or accepted by the Client at the time of booking, unless a later change is required by law or agreed with the Client.