GENERAL TERMS & CONDITIONS

Definition – “Service Provider” means your pet care service provider, Bowland K9 Training.  

Bookings  

1. A booking shall be made by the Client completing a Booking Form, a booking confirmation is then issued by the Service Provider, and after all the necessary forms having been completed, copies of vaccination cards and details of any medical treatment provided, any ‘Meet & Greet’ trial successfully undertaken to mutual satisfaction and payment made in accordance with the price quoted. 
2. For new Clients, a ‘Meet and Greet’ in a public place, followed by a Trial will be required, and in the case of pet pop-in services, an in-home consultation will be required. 
3. Bookings may be accepted up to 7 days before service begins but payment in full will be required for all bookings made less than 14 days before service begins. 
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 (eg, Wolf Hybrids). 
6. We do not accept bookings for aggressive or unruly pets unless already undergoing training with Bowland K9 Training. 
7. We do not accept bookings for bitches in season other than by special arrangement. 
8. We accept bookings for juvenile dogs (dogs under 12 months) and puppies under the age of 6 months old by arrangement. 
9. In making a booking and completing the various documents, the Client agrees to provide full and honest information to the Service Provider about their pets(s) including all medical and behavioural information. Behaviour by the Client’s pet which may negatively impact on the Service Provider, family or staff, the pets in the Service Provider’s care, their home and neighbours will not be accepted. These include but are not limited to excessive barking or anti-social behaviour, aggression towards any humans or animals, toileting in the home, separation anxiety, howling, barking, destructive behaviour, straying and phobias. 

Duty of Care  

1. In caring for your pet(s), your Service Provider has specific legal responsibilities and a duty of care under the Animal Welfare Act 2006. 
2. 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. Your Service Provider understands this and will offer comfort and reassurance whilst trying, as far as is practically possible to maintain your pet’s normal daily routines. 
3. In the event of extreme situations which may have an adverse effect on the Client’s pet e.g., fireworks, heat, thunderstorms or snow, the Service Provider 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. 
4. A mandatory ‘familiarisation/trial’ for a pet is required prior to the commencement of any new Client booking. The Service Provider will contact the Client on acceptance of a booking to arrange an initial ‘Meet & Greet’ time and date. Any Home Boarding or Home Day Care new customer booking will also require a full overnight or day trial at a cost to the Client of the standard rate.   
5. Costs 
6. All services are charged as quoted. 
7. Bank Holidays, Christmas, New Year and Easter may incur additional fees which you will be advised of at the time of booking.  

Necessities  

1. The Service Provider will properly dispose of the Client’s pet(s) waste. 
2. Where appropriate, the Client shall provide sufficient food and any treats for their pet(s) for the duration of the Service. 
3. Where appropriate, the Client shall provide secure collars and/or harnesses with the owner’s name/address tag affixed and leads for their pet(s). It is a legal requirement under the Control of Dogs Order 1992 for a dog to be identified as such, along with the requirement for a dog to be microchipped. 
4. Where appropriate, the Client shall provide crate, bedding and bowls for their pet(s) 
5. In the event of a dog being presented without an ID tag, the Service Provider will be unable to fulfil its service requirement, but the cost will still arise. 
6. The Service Provider shall also place an additional ID tag on the pet’s collar and harness. 
7. The Client’s dog(s) must be microchipped and the microchip database up to date with the pet’s current home address. 
8. The Client commits to handover their pet in a clean and, to the best of their knowledge, in a healthy state. 

Damage to property or possessions 

1. Any damage to the property or possessions of the Client or the Service Provider in their absence, however caused by the pet shall be recorded by the Service Provider and where considered by the Service Provider to be serious enough to inform the Client, 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 the Client. 

Medicines 

1. It shall be the sole responsibility of the Client to ensure the Service Provider is fully aware of any health issues the pet is experiencing or has suffered in the past. The Service Provider 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. The Service Provider shall follow instruction given on the Booking Form and the Medication Instructions Form but cannot be held liable for any complications which may arise. 

Juvenile dogs 

1. If your dog(s) is under 1 year of age, you consent that where possible your pet (s) will be given the opportunity to have supervised interaction with the world around them including people, children and other dogs to assist with their socialisation and emotional growth. They will be given time to explore the environment and be kept entertained with various enrichment activities. All training will be force free and positively rewarding.  
2. Dogs under a year old will only exercise with other dogs that can cope with puppy play. Rest time even if that means separating dogs will take place. In the event of any sign of illness, the puppy will be separated, and we will contact you and the vet.  
3. Your puppy will be walked for an appropriate time for their age and development, as a rough guide, that is 5 minutes for every month of age (up to 12 months). 

Sick or injured pets  

1. If your pet is taken sick or injured, the Service Provider will notify the Client at the earliest convenience using whatever method is available to take instructions or guidance. In the event of the Service Provider not being able to contact the Client, their emergency contact, or in an emergency situation, the Service Provider shall, if in its own opinion the pet needs veterinary attention/treatment/opinion the Service Provider shall make arrangements as necessary, in the best interest of the pet. Any veterinary bills shall be directly chargeable to the Client. 
2. In the event of a pet having a contagious illness or disease which has not been disclosed, the Client may be liable for the costs of treatment given to other animals which become infected. 

Vaccinations and parasite treatments 

1. All dogs must be fully up to date with their annual vaccinations or boosters.  
2. An up-to-date veterinary vaccination record must be produced prior to the commencement of our services to ensure that your dog has current vaccinations against canine parvovirus, canine distemper, canine adenovirus/infectious canine hepatitis, leptospirosis and other relevant diseases.  
3. Primary vaccination courses must be completed at least 2 weeks before the commencement of services. Vaccines used must be licensed for use in the UK. Homoeopathic vaccinations are not acceptable. Titre tests are not accepted. 
4. Dogs must have been appropriately treated for external and internal parasites (typically for fleas and worming) in accordance with veterinary advice. If there is evidence of external parasites (fleas, ticks, lice) the dog must be treated 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. 
5. The Service Provider requires a copy of a valid vaccination certificate for the Client’s pet(s) prior to the commencement of any service.  There are no exceptions to this requirement. 
6. If the Service Provider (or any member of their household, including any family dog) is bitten or exposed to any disease or ailment received from the Client’s 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. 
7. Appointments 
8. All booking dates and times are classed as appointments and are followed.  
9. Please only call or text to communicate. Any other form of messaging may not be received if we are outside of a WiFi enabled area. 
10. Because of the vagaries of our work, pick up and drop off times are for guidance only. Actual drop off and pick up times can vary by as much as an hour. Other appointment times are honoured, +/- 15 minutes unless there are extenuating factors beyond our control – in which case, we will always keep you updated. Your understanding is appreciated. 

Cancellations 

1. Any cancellation must be provided in writing at the earliest opportunity, either by letter or email direct to our physical or email address. 
2. If a customer cancels a booking within 48 hours of a booking date for home boarding / day care or 24 hours for dog training, 100% of the booking cost is due. 
3. For a cancellation between 48 hours to 28 days prior to the start of the booking period, 75% of the full booking costs is due. 
4. For a cancellation over 28 days prior to the start of the booking period, fees less the non-refundable booking fee will be refunded, or held over for subsequent bookings, as directed by the customer. 
5. We will reimburse you using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. 
6. If the Service Provider cannot provide the service agreed (in extreme circumstances), they will endeavour to give at least 7 days’ notice and any monies paid will be refunded or held over if appropriate. 
7. Many travel insurance policies can cover a Client for the cancellation of pet care services as well as your main travels costs. We advise you to check your policy and we are happy to provide an invoice to support your claim. 

Aggressive Animals 

1. The Client acknowledges that the Service Provider does not accept bookings for aggressive or unruly pets, unless already training with Bowland K9 Training  and 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 or individual. 
2. The Client agrees that if their pet attacks another animal or person, including any representative of the Service Provider, and this results in injury to that animal or person, the Client will be responsible for any expense incurred as a result. This includes payment of veterinary fees incurred as a result of injuries to another animal caused by their dog. The dog will be removed with immediate effect and placed with the emergency contact and no refund will be due. 
3. The Client agrees that in booking a service for their dog(s) that they have represented that the dog(s) 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 Service Provider 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). 

Unforeseen Purchases 

1. In the event that additional items need to be purchased in the absence of the Client – i.e., pet food, or other necessary items that contribute to the health and wellbeing of your pet, the Service Provider will purchase these, retain a receipt and the Client is responsible for reimbursement of these items. 

Keys 

1. Where it is necessary for the Service Provider to hold keys to a property, the Client shall provide one of each key needed. Keys will be coded and kept within a locked system for security. 
2. Keys will be returned upon completion of your agreed service providing all fees due have been paid, unless you instruct us to retain them for future services. 

Exercise, wellbeing and enrichment 

1. Exercise and enrichment activities take place for all dogs in the care of the Service Provider and in signing this agreement you will also be asked to sign and consent to a series of specific activities for your pet, 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 the Client’s vet.  Should the vet be unavailable, or in case of an emergency situation, the Client consents to the Service Provider seeking treatment at their own vet. 

Emergency 

1. Emergency contact details must be provided on the Client’s booking form should a situation with your pet arise and the Client is unavailable. 
2. The emergency contact needs to be an independent person (ie. if the Client is away on holiday, the emergency contact must not be a member of the Client’s holiday party) and must authorised to make a decision on the Client’s behalf if such needs arise. 
3. The emergency contact will be asked to take over care for the dog(s) in the event of an emergency, be it an evacuation of the Service Provider’s home in the event of a fire or flood, or such like or if the Client’s dog displayed behaviour which meant they can no longer be cared for. These behaviours can be, but not limited to, aggression, separation anxiety, anti-social behaviour, toileting or destructive behaviour in the Service Provider’s home. Refunds will not be given under these circumstances. Please seek permission for your emergency contact to be nominated. 
4. If an emergency, medical or otherwise arises, your Service Provider will make every effort to contact you, the Client and your emergency contact to inform you of such a development.  
5. A Client is required to sign a Veterinary Release Form, so that in the event that your pet needs urgent medical treatment, your Service Provider can seek medical services at the nearest veterinary practice and that the Client agrees to reimburse for all services rendered by a veterinarian as stated and approved by you in the Veterinary Release Form.  

Updates 

1. The Client commits to inform the Service Provider of any changes regarding your pet’s health or behaviour, contact numbers, your pet’s care needs, your emergency contact details and other pertinent information. 

Insurance 

1. All reasonable care is taken to ensure the highest standards of care are provided. 
2. The Service Provider has valid public liability insurance, for the peace of mind of their Client 
3. The Service Provider is insured to provide dog walking, dog training and dog boarding. A copy of the policy is available on request. 
4. The Client is advised to:  

• Consult the Service Provider’s specific insurance policy (available on request) to check it meets the Client’s specific requirements. 
• Note that typically a dog falling ill in the Service Provider’s care is not insured (it is almost  impossible to prove that a dog was pre-symptomatic before arrival). Therefore, the Client is  advised to ensure their own pet insurance covers such eventuality. 
• Check to see if the Client’s insurance provider needs informing that someone will have access to the Client’s property whilst they are away. 
• Note that in the event that the Client’s dog acts contrary to information declared or omitted in the Client’s Registration Booking Form, the Service Provider will not accept any liability  and the Client will be responsible for any and all costs directly arising. 
• Note that the Client is advised to purchase their own separate pet insurance to assist with  any emergency veterinary treatment, should the unexpected happen. 

Third Parties 

1. The Client shall advise the Service Provider of anyone who will have access to their property during any periods of the Client’s absence, including but not limited to cleaning services, maintenance personnel, friends, family and neighbours. 
2. The Service Provider shall not be liable for other persons or their actions or omissions who will be in, or have access to the Client’s property before, during or after services have been rendered. 

Service Provider’s companion 

1. The Service Provider may have a spouse, family member or friend accompany them whilst providing the scheduled services. No costs will be applied to the Client’s account for any assistance the companion provides. 
2. The Client will be advised in advance where a Service Provider wishes to take a companion, any companion will be subjected to whatever checks the Service Provider considers necessary or appropriate. 
3. Abandonment 
4. If your dog(s) is not collected within two days of the agreed collection date, and where there has been no contact from you, the Client or your emergency contact, your pet(s) will be assumed abandoned, and any necessary arrangements made. 

Miscellaneous 

1. Dogs will only be walked on leads unless the Off-Lead Consent Form has been agreed and signed. The Booking Form, Policies and Procedures, Terms & Conditions and the Service Agreement will always prevail. 
2. Payment 
3. The Service Provider accepts cash/BACs transfer.  
4. Full payment is required before service is provided 
5. Where payment is not received in accordance with these terms and conditions of business, the Service Provider reserves the right not to proceed with any previously agreed arrangements. 
6. Liability 
7. The Service Provider 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 the Service Provider’s reasonable control.