5.1  When we will collect your dog. If you have told us that you would like your dog to be collected and/or dropped off by us, we will collect your dog between 9:00 and 11:00. We will drop your dog back between 16:00 and 18:00.

5.2  We are not responsible for delays outside our control. If the drop off or pick up is affected by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any services you have paid for but not received.

5.3  If you are not at home when we pick up and/or drop off your dog. If no one is available at your address to take/provide delivery of you dog, we will leave your dog inside in the place you have told us.

5.4  If you do not allow us access to pick up and/or drop off your dog. If you have asked us to pick up and/or drop off your dog at your property and you do not allow us access to your property as arranged (and you do not have a good reason for this) we may charge you additional costs incurred by us as a result. If, despite our reasonable efforts, we are unable to contact you or rearrange access to your property in order to pick up your dog, we may end the contract and Clause 10.1 will apply.

5.5  Collection by you. If you have asked to collect your dog from our premises, you can collect it from us at any time during our working hours of 9:00 and 17:00 on weekdays (excluding public holidays).

5.6  What will happen if you do not provide required information to us. As we informed you in the description of the services on our website, we will need certain information from you so that we can provide the services to you, for example, your telephone number, email, address, a person we can contact in an emergency, the details of the veterinary surgeon you use, any insurance you may have, any relevant medical or behavioural issues, any dietary needs, and the date of your dog’s most recent vaccinations. We will contact you in writing to ask for this information. If you do not, within a reasonable time of us asking for it, provide us with this information, or you provide us with incomplete or incorrect information, we may either end the contract (see Clause 10.1) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for providing the services late or not providing any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.

5.7  Reasons we may suspend the services. We may have to suspend the services to:

(a)  deal with technical problems or make minor technical changes; or

(b)  update the services to reflect changes in relevant laws and regulatory requirements;

5.8  Your rights if we suspend the services. We will contact you in advance to tell you we will be suspending the services, unless the problem is urgent or an emergency. If we have to suspend the services we will adjust the price so that you do not pay for services while they are suspended. You may contact us to end the contract if we suspend the services, or tell you we are going to suspend them, and we will refund any sums you have paid in advance for services not provided to you.

5.9  We may also suspend the services if you do not pay. If you do not pay us for the services when you are supposed to (see Clause 12.4) and you still do not make payment within 7 days of us reminding you that payment is due, we may suspend supply of the services until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the services. We will not suspend the services where you dispute the unpaid invoice (Clause 12.5).  We will not charge you for the services during the period for which they are suspended. As well as suspending the services we can also charge you interest on your overdue payments.

5.10 If your dog becomes injured or ill during the booking. If your dog becomes injured or ill during the booking, we will contact our registered veterinarian for their advice and will keep you and your nominated emergency contact updated.  You and we must always defer to the judgment of a veterinarian regarding medical emergencies involving your dog.  Your dog will be isolated during the period it is injured or ill and still in our care.  We reserve the right to take your dog to our nominated veterinarian if they advise that we do so. You will be responsible for any costs which may be incurred, veterinary or other, as a result of any damage, accident, or sickness caused to your dog and will pay any such costs or expenses on demand.

5.11 Use of dog crate. We may be required to isolate your dog in a crate for a variety of reasons. You agree to allow us to place your dog in a crate for a period not exceeding one hour within any 8-hour period.

5.12 Cancelling individual day care bookings. If you would like to cancel a day care booking, you must delete the date from your calendar on our booking system; we cannot accept notice in any other way.  The full price of the booking will be charged if a cancellation is received after 09:00 48 hours before the booking’s scheduled start date (for example, full charges will apply for a Wednesday booking canceled after 09:00 on the Monday two days prior).  There is no charge for cancellations made by 09:00 48 hours before the booking’s scheduled start date.

5.13 We reserve the right to cancel regular bookings you do not use. We track cancellations of our clients’ regular day care bookings to ensure that each client is attending on a sufficiently regular basis and does not cancel too often. If we notice that you have made a substantial number of cancellations of a weekly repeating booking, we reserve the right to cancel that booking entirely so you can instead book with us on an ad hoc basis.

6. PROVIDING WALKS

6.1  When we will collect your dog. We will collect your dog between 11:00 and 14:00. We will drop your dog back after it has walked for the length of time you requested in your booking.

6.2  We are not responsible for delays outside our control. If the drop off or pick up is affected by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any services you have paid for but not received.

6.3  If you are not at home when we pick up and/or drop off your dog. If no one is available at your address to give us your dog upon pickup and/or take it back upon drop off, we will do so ourselves according to the directions you have given us.

6.4  If you do not allow us access to pick up and/or drop off your dog. If you have asked us to pick up and/or drop off your dog at your property and you do not allow us access to your property as arranged (and you do not have a good reason for this) we may charge you additional costs incurred by us as a result. If, despite our reasonable efforts, we are unable to contact you or rearrange access to your property we may end the contract and Clause 10.1 will apply.

6.5  What will happen if you do not provide required information to us. As we informed you in the description of the services on our website, we will need certain information from you so that we can provide the services to you, for example, your telephone number, email, address, a person we can contact in an emergency, the details of the veterinary surgeon you use, any insurance you may have, any relevant medical or behavioural issues, any dietary needs, and the date of your dog’s most recent vaccinations. We will contact you in writing to ask for this information. If you do not, within a reasonable time of us asking for it, provide us with this information, or you provide us with incomplete or incorrect information, we may either end the contract (see Clause 10.1) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for providing the services late or not providing any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.

6.6  Reasons we may suspend the services. We may have to suspend the services to:

(a)  deal with technical problems or make minor technical changes; or

(b)  update the services to reflect changes in relevant laws and regulatory requirements;

6.7  Your rights if we suspend the services. We will contact you in advance to tell you we will be suspending the services, unless the problem is urgent or an emergency. If we have to suspend the services we will adjust the price so that you do not pay for services while they are suspended. You may contact us to end the contract if we suspend the services, or tell you we are going to suspend them, and we will refund any sums you have paid in advance for services not provided to you.

6.8  We may also suspend the services if you do not pay. If you do not pay us for the services when you are supposed to (see Clause 12.4) and you still do not make payment within 7 days of us reminding you that payment is due, we may suspend supply of the services until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the services. We will not suspend the services where you dispute the unpaid invoice (see Clause 12.5). We will not charge you for the services during the period for which they are suspended. As well as suspending the services we can also charge you interest on your overdue payments.

6.9 If your dog becomes injured or ill during the booking. If your dog becomes injured or ill during the booking, we will contact our registered veterinarian for their advice and will keep you and your nominated emergency contact updated.  You and we must always defer to the judgment of a veterinarian regarding medical emergencies involving your dog.  Your dog will be isolated during the period it is injured or ill and still in our care.  We reserve the right to take your dog to our nominated veterinarian if they advise that we do so. You will be responsible for any costs which may be incurred, veterinary or other, as a result of any damage, accident, or sickness caused to your dog and will pay any such costs or expenses on demand.

6.10 Cancelling individual walks. If you would like to cancel a walk booking, you must delete the date from your calendar on our booking system; we cannot accept notice in any other way.  The full price of the booking will be charged if a cancellation is received after 11:00 48 hours before the booking’s scheduled start date (for example, full charges will apply for a Wednesday booking canceled after 11:00 on the Monday two days prior).  There is no charge for cancellations made by 11:00 48 hours before the booking’s scheduled start date.

6.11 We reserve the right to cancel regular bookings you do not use. We track cancellations of our clients’ regular dog walking bookings to ensure that each client is attending on a sufficiently regular basis and does not cancel too often. If we notice that you have made a substantial number of cancellations of a weekly repeating booking, we reserve the right to cancel that booking entirely so you can instead book with us on an ad hoc basis.

7.1  When we will start your booking at your home. For training sessions scheduled to take place in your home, we will arrive on the agreed date and time and will carry out the session for the agreed duration.

7.2  When we will collect your dog for day training and socialisation at our day care centre. If you have told us that you would like your dog to be collected and/or dropped off by us, we will collect your dog between 9:00 and 11:00. We will drop your dog back between 16:00 and 18:00.

7.3  We are not responsible for delays outside our control. If our trainer’s arrival to your home for a training session, or the drop off or pick up for day training and socialisation from our day care centre, is affected by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any services you have paid for but not received.

7.4  If you are not at home when we pick up and/or drop off your dog for day training and socialisation from our day care centre. If no one is available at your address to take/provide delivery of you dog, we will leave your dog inside in the place you have told us.

7.5  If you do not allow us access to pick up and/or drop off your dog for day training and socialisation from our day care centre. If you have asked us to pick up and/or drop off your dog at your property and you do not allow us access to your property as arranged (and you do not have a good reason for this) we may charge you additional costs incurred by us as a result. If, despite our reasonable efforts, we are unable to contact you or rearrange access to your property in order to pick up your dog, we may end the contract and Clause 10.1 will apply.

7.6  Collection by you for day training and socialisation from our day care centre. If you have asked to collect your dog from our premises, you can collect it from us at any time during our working hours of 9:00 and 17:00 on weekdays (excluding public holidays).

7.7  What will happen if you do not provide required information to us. As we informed you in the description of the services on our website, we will need certain information from you so that we can provide the services to you, for example, your telephone number, email, address, a person we can contact in an emergency, the details of the veterinary surgeon you use, any insurance you may have, any relevant medical or behavioural issues, any dietary needs, and the date of your dog’s most recent vaccinations. We will contact you in writing to ask for this information. If you do not, within a reasonable time of us asking for it, provide us with this information, or you provide us with incomplete or incorrect information, we may either end the contract (see Clause 10.1) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for providing the services late or not providing any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.

7.8  Reasons we may suspend the services. We may have to suspend the services to:

(a)  deal with technical problems or make minor technical changes; or

(b)  update the services to reflect changes in relevant laws and regulatory requirements;

7.9  Your rights if we suspend the services. We will contact you in advance to tell you we will be suspending the services, unless the problem is urgent or an emergency. If we have to suspend the services we will adjust the price so that you do not pay for services while they are suspended. You may contact us to end the contract if we suspend the services, or tell you we are going to suspend them, and we will refund any sums you have paid in advance for services not provided to you.

7.10  We may also suspend the services if you do not pay. If you do not pay us for the services when you are supposed to (see Clause 12.4), we may suspend supply of the services until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the services. We will not suspend the services where you dispute the unpaid invoice (Clause 12.5).  We will not charge you for the services during the period for which they are suspended. As well as suspending the services we can also charge you interest on your overdue payments.

7.11 If your dog becomes injured or ill during the booking for day training and socialisation at our day care centre. If your dog becomes injured or ill during the booking, we will contact our registered veterinarian for their advice and will keep you and your nominated emergency contact updated.  You and we must always defer to the judgment of a veterinarian regarding medical emergencies involving your dog.  Your dog will be isolated during the period it is injured or ill and still in our care.  We reserve the right to take your dog to our nominated veterinarian if they advise that we do so. You will be responsible for any costs which may be incurred, veterinary or other, as a result of any damage, accident, or sickness caused to your dog and will pay any such costs or expenses on demand.

7.12 Use of dog crate for day training and socialisation at our day care centre. We may be required to isolate your dog in a crate for a variety of reasons. You agree to allow us to place your dog in a crate for a period not exceeding one hour within any 8-hour period.

7.13 Cancelling or rescheduling dog training bookings. If you would like to cancel a dog training booking, please email us at [email protected] and include in your message your name, your dog’s name, and the date and service your email is regarding. Within 28 days or more of your booking, you can cancel and receive your 50% deposit back, or, if you can no longer attend the original booking in its entirety, we’ll work with you to reschedule. Within 7 days of your booking, your deposit becomes nonrefundable but we’ll work with you to reschedule if you cannot attend the original booking in its entirety. Within 2 days of your booking, we cannot permit refunds or reschedules and will invoice you for the remaining 50% of your booking. This invoice will need to be paid by the day before the booking in order for your booking to go ahead, and once paid will be nonrefundable. If you have booked our day training and socialisation package, this is offered for 5 consecutive days, Monday to Friday, with the Monday being considered the booking date in relation to our cancellation/reschedule policy. If your dog cannot attend the booking in its entirety, we would recommend rescheduling (subject to our policies on rescheduling). If your dog attends only part of the booking, we cannot provide any refunds or reschedules for the missed day(s).

8. YOUR RIGHTS TO END THE CONTRACT

9. HOW TO END THE CONTRACT WITH US (INCLUDING IF YOU HAVE CHANGED YOUR MIND)

9.1  Tell us you want to end the contract. To end the contract with us, please let us know by emailing us at: [email protected]. Please provide your name, home address, details of the booking, phone number, and email address.

9.2  How we will refund you. We will refund you the price you paid for the services by the method you used for payment.

9.3  Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind we may deduct from any refund an amount for the supply of the service for the period for which it was supplied, ending for dog day care and dog walking 48 hours after the time when you told us you had changed your mind (with cutoff times as 09:00 for day care bookings and 11:00 for dog walking bookings).  The amount will be in proportion to what has been supplied, in comparison with the full coverage of the contract. For dog training bookings, we will refund your 50% deposit up to 7 days before the booking date if you exercise your right to change your mind. Within 7 days of the booking date the deposit becomes nonrefundable. Within 2 days of the booking, we will invoice you for the remaining 50% of your booking. This invoice will need to be paid by the day before the booking in order for your booking to go ahead. Once your final invoice has been paid, it is nonrefundable.

9.4  When your refund will be made. We will make any refunds due to you as soon as possible.

10. OUR RIGHTS TO END THE CONTRACT

10.1  We may end the contract if you break it. We may end the contract at any time by writing to you if:

(a)  for dog day care and dog walking bookings, you do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due;

(b) for dog training bookings, you do not make the required advance payments of your deposit (to secure your booking date) and final invoice (by the day before your booking date);

(c)  you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the services, for example, telephone number, email, address, a person we can contact in an emergency, the details of the veterinary surgeon you use, any insurance you may have, any relevant medical or behavioural issues, any dietary needs, and the date of your dog’s most recent vaccinations;

(d)  you do not, within a reasonable time, give us access to your property to enable us to provide the services to you; or

(e)  We find your dog has a medical or behavioural issue which we consider deems it unsuitable for the services.

10.2  We may stop providing the services. We may write to you to let you know that we are going to stop providing the services.  With the exception of urgent situations that may require us to stop providing the services immediately, we will let you know at least 14 days in advance of our stopping the services and will refund any sums you have paid in advance for services which will not be provided.

11. IF THERE IS A PROBLEM WITH THE SERVICES

11.1  How to tell us about problems. If you have any questions or complaints about the services, please contact us. You can contact us by writing to us via email at: [email protected] or via post at: 7A Richmond Avenue, Basement Flat, London N1 0NE. Alternatively, please speak to one of our staff at the premises.

12. PRICE AND PAYMENT

12.1  Where to find the price for the services. The price of the services (which includes VAT) will be the price set out in our price list in force at the date of your booking unless we have agreed another price in writing. We take all reasonable care to ensure that the prices of services advised to you are correct. However please see Clause 12.3 for what happens if we discover an error in the price of the services you order.

12.2  We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we provide the services, we will adjust the rate of VAT that you pay, unless you have already paid for the services in full before the change in the rate of VAT takes effect.

12.3  What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the services we provide may be incorrectly priced. We will normally check prices before accepting your booking so that, where the service’s correct price at your order date is less than our stated price at your booking date, we will charge the lower amount. If the service’s correct price at your order date is higher than the price stated in our price list, we will contact you for your instructions before we accept your booking. If we accept and process your booking where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and not perform the services.

12.4  When you must pay and how you must pay. For dog day care and dog walking bookings, you must complete our direct debit mandate within 7 days of receipt.  Payment will be taken automatically on a monthly basis one month in arrears on the first of each month, i.e. payment taken on 1st February will cover the entire month of January.  You will receive invoices from us as a record of the breakdown of the charges. For dog training bookings, you must complete our direct debit mandate to pay your 50% deposit within 2 days of receipt in order to secure your booking date. If payment is not received within this period you will need to check our availability with us again if you’d like to secure the same booking later. Within 2 days of your booking, we will invoice you for the remaining 50% of your booking. This invoice will need to be paid by the day before the booking in order for your booking to go ahead. You will receive invoices from us as a record of the breakdown of the charges.

12.5  What to do if you think an invoice is wrong. If you think an invoice is wrong please contact us promptly to let us know.

13. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU

13.1  We are responsible to you for foreseeable loss and damage caused by us. Subject to Clause 5.10. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

13.2  We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the services.

13.3 Situations in which we are not liable. Subject to Clause 13.2 above, we shall not be liable to you, whether in contract, tort (including negligence), for breach of statutory duty, or otherwise, arising under or in connection with the Contract for loss of profits, loss of sales or business, loss of agreements or contracts, loss of anticipated savings, loss of damage to goodwill, and any indirect or consequential loss.

13.4 When we are liable for damage to your property. If we are providing services in your property, we will make good any damage to your property caused by us while doing so. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while providing the services.

14. HOW WE MAY USE YOUR PERSONAL INFORMATION

14.1  How we will use your personal information. We will only use your personal information as set out in our Privacy Policy. You can find our Privacy Policy at: https://greatandsmalldogcare.com/privacy-policy/

15. OTHER IMPORTANT TERMS

15.1  We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

15.2  You may transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person with our written consent.

15.3  Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms.

15.4  If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

15.5  Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things or that any delays on our part can prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the services, we can still require you to make the payment at a later date.

15.6  Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the services in the English courts.