Terms & Conditions
1. Introduction
1.1. These Terms and Conditions ("Terms") govern the use of services provided by Sam’s Pawsome Times ("we", "our", "us"). By using our services, you ("Client", "you", "your") agree to comply with and be bound by these Terms.
1.2. Sam’s Pawsome Times reserves the right to modify or update these Terms at any time, and such changes will be communicated to you.
2. Services and Booking
2.1. Full payment for services is required when booking any service using the online payment system on the booking form. We cannot accept cash or cheque as payment for any service.
2.2. The specific services provided and associated prices are available on our website.
2.3. By creating a member account on our website, you agree to the Terms and Conditions and Privacy Policy as stated on our website, by ticking the relevant boxes during the sign-up process. A member account cannot be created without these agreements.
2.4. New clients must book and attend the Meet and Greet free service before dog walking or Pet Drop-in services can be booked. The Meet and Greet service will include an assessment of your pet. We reserve the right to refuse our services to any pet deemed in their discretion to be or have the potential to be dangerous or disruptive.
2.5. For dog walking and pet drop-in services where the client will not be at the arranged address for services to commence, clients must provide Sam’s Pawsome Times with a key to the property where the pet is being kept. These keys are at a cost of you. All keys held by Sam’s Pawsome Times are kept in a locked key safe, with an identifying tag without the client’s address, when not in use. If any services are terminated your key will be returned to you, a location fee may apply.
2.6. Where a dog or cat flap is fitted to the property, it is the client’s sole responsibility to ensure that property’s grounds are fully secure.
2.7. Our working hours are Monday to Friday 9:30AM - 13:00PM and 14:30PM – 17:30PM. Sam’s Pawsome Times is closed on Saturdays and Sundays.
3. Cancellation & Rescheduling
3.1. Cancellation Window:
• Single Walks/Drop In: Cancellations must be made at least 24 hours before the scheduled walk or drop-in time.
• Recurring/Weekly Walks or Drop In: Cancellations must be made at least 48 hours before the scheduled walk or drop-in time.
3.2. Late Cancellations:
• Single Walks: If a walk or drop-in is cancelled within 24 hours of the scheduled time, 50% of the walk fee will be charged.
• Recurring/Weekly Walks: If a walk or drop-in is cancelled within 48 hours of the scheduled time, 50% of the walk fee will be charged.
3.3. If we arrive at your home and are unable to access your dog due to circumstances beyond our control (e.g., no key left, gate locked), the full fee for the scheduled walk or drop-in will be charged.
3.4. We understand that emergencies happen. If you need to cancel due to an emergency, please contact us as soon as possible. We will assess the situation on a case-by-case basis and may waive cancellation fees at our discretion.
3.5. Safety is our priority. In the event of extreme weather conditions (e.g., severe storms, extreme heat), we may need to cancel or reschedule walks. In such cases, no cancellation fee will apply, and we will work with you to find a suitable alternative time.
3.6. Cancellations for walks scheduled on or around holidays must be made at least 72 hours in advance. Cancellations within this window will be charged 75% of the walk fee.
3.7. Refunds for cancelled services will be processed within 5-7 business days.
3.8. Cancellations can be made via phone, email, or through our online booking system. Please ensure you receive a confirmation of your cancellation.
4. Health & Safety | Dogs with Special Requirements
4.1. Clients must provide the contact details of someone who are available to answer the phone and can make decisions regarding the pet in case of emergency. If the emergency contact is unavailable, Sam’s Pawsome Times may consult a veterinarian and make decisions in the pet’s best interest.
4.2. Clients must disclose any behavioural issues, including aggression. Failure to disclose such information will result in immediate termination of the contract, and no refunds will be issued.
4.3. If a pet shows aggression towards a Sam’s Pawsome Times employee, another dog or person whilst in our care, all future services will be cancelled, and no refund will be provided.
4.4. Dogs must be fully vaccinated and on a regular flea and worm treatment regime. If these are not up to date, we reserve the right to terminate the contract immediately. By signing this you are agreeing to stay up to date with all annual vaccinations and will notify Sam’s Pawsome Times if this changes whilst in our care.
4.5. The client agrees to have taken all any necessary measures and precautions to ensure that their pet(s) is free of contagious infections or communicable diseases and also agrees to notify us immediately of any infectious and/or contagious diseases or conditions their pet(s) has been exposed or affected by. Such diseases and conditions include, but are not contained to: Distemper, Hepatitis, Kennel Cough, Parvovirus, Coronavirus, Worms, Lyme Disease, Fleas, Pregnancy or in Season, Infectious Skin or Eye Diseases or conditions and Internal Parasites.
5. Liability & Damages
5.1. Sam’s Pawsome Times will not be held liable for any loss, injury, or damage to your pet, whilst in our care.
5.2. If your pet sustains any injury or damage while in our care, we will immediately notify you and take appropriate steps to ensure the well-being of your pet, including seeking veterinary care if necessary. Any veterinary costs will be covered by the client.
5.3. Sam’s Pawsome Times is not responsible for damage to your pet’s personal belongings, including leashes, collars, or clothing.
5.4. While Sam’s Pawsome Times carries public liability insurance, clients are encouraged to insure their pets. We may refuse service for uninsured pets. If you own a pet to which becomes a banned breed, Sam’s Pawsome Times will make a decision in regard to how we move forward with your pet’s care.
6. Dog Walking Service
6.1. Dogs must wear a collar with an ID tag displaying the owner’s name, address, and contact details. In the UK dogs must wear a collar with an ID tag whilst in public places and on highways, as required by the Control of Dogs Order 1992. If not provided, your dog will not be walked and a pet drop-in service visit will be offered where possible, and no refund will be issued.
6.5. We are insured to walk up to four dogs per walker at any one time.
6.6. We will do our best to arrive as close to the time you have requested however arrival times are estimates. Please allow a 30-minute window either side of your scheduled time for our arrival. If we are either side of this, you will be contacted.
6.7. Sam’s Pawsome Times remains open during adverse weather. Service times may be affected and walk lengths may be shortened for pet safety.
6.8. If towel drying is requested after a walk, towels must be provided by the client.
6.9. All dogs will be walked on-lead.
6.10. All employees that work for Sam’s Pawsome Times are insured, DBS checked and have completed their Pet First Aid Course in person.
7. Pet Drop-In Service
7.1. While Sam’s Pawsome Times will take reasonable steps to secure your home, we cannot be held responsible for any burglaries or accidents during your absence.
7.4. If we cannot gain access due to incorrect key or alarm codes, we will attempt to contact both the client and the emergency contact up to three times. Afterward, we will leave, and no refund will be issued.
7.5. Clients must provide necessary supplies for pet care. If additional supplies are needed, we will purchase them and invoice you accordingly.
7.9. Clients must inform Sam’s Pawsome Times of any indoor cameras. We reserve the right to turn off cameras during visits if necessary.
7.10. Clients must provide detailed instructions on their pet’s feeding schedule, preferred food, and any dietary restrictions. All necessary food and feeding supplies must be provided by the client.
7.11. If your pet has special dietary requirements (e.g., allergies, prescription food), it is the client’s responsibility to provide the appropriate food and inform Sam’s Pawsome Times in advance. We are not responsible for any adverse reactions resulting from failure to disclose dietary restrictions.
7.12. We will follow the feeding schedule as outlined by the client as best as possible.
7.13. Clients should ensure that all food is stored in a way that is easily accessible and clearly labelled if there are multiple types or special instructions. Sam’s Pawsome Time will not be responsible for any issues related to food storage that could affect the care of your pet.
7.14. If your pet requires medication or supplements, clients must provide clear instructions and any necessary tools (e.g., pill pockets, syringes). Sam’s Pawsome Times will administer medication as instructed but cannot be held liable for issues arising from miscommunication or incorrect instructions.
8. Termination of Service
8.1. Both parties must provide at least one week's notice to cancel the service agreement. If a service is cancelled for the upcoming week, no refund will be issued.
8.2. Sam’s Pawsome Times reserves the right to terminate services if a dog does not respond well to the walker or other dogs. A week's notice will be given where possible.
9. Confidentiality & Data Protection
9.1. We respect your privacy and will treat all personal data in accordance with the UK Data Protection Act 2018 and the General Data Protection Regulation (GDPR).
9.2. By using our services, you consent to us collecting and processing personal data related to your dog and yourself for the purpose of services, booking appointments, and communicating with you about your pet’s care.
9.3. We will never share your personal information with third parties, except where necessary to provide services (e.g., contacting your vet in case of an emergency).
10. Photography & Social Media
10.1. Sam’s Pawsome Times may take photos or videos of your dog whilst in our care for marketing purposes, including on our website and social media.
10.2. You are consenting to these photos/videos being used for promotional purposes, unless you request otherwise.
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11. Complaints & Feedback
11.1. If you have any concerns or complaints about our services, please contact us at samspawsometimes@gmail.com, and we will work to resolve the issue as quickly as possible.
11.2. We welcome any feedback to help us improve our services and client experience.
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12. Governing Law
12.1. These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales.
12.2. Any disputes arising under or in connection with these Terms will be subject to the exclusive jurisdiction of the courts of England and Wales.