Policies

In order to ensure that we give you and your dog the best possible service, we have put some policies in place to ensure all expectations are being met. If you have any questions regarding these policies we recommend that you Contact Us

Cancellations

Nobody likes to cancel however, we understand that there are times when you may need to cancel the services that you have already booked with Pawfect-Walkies Ltd. Also, there may be times when, due to unforeseen circumstances, Pawfect-Walkies Ltd may need to cancel the services you have booked.


If you need to cancel:

If you need to cancel services that you have booked with Pawfect-Walkies, this is not a problem. All we ask is that you give us a minimum of 24 hours notice so that we are able to reopen the time slot to other customers who may be waiting. Failing to give a minimum of 24 hours notice may prevent us from offering a full refund. If you have provided more than 24 hours notice, we will be able to refund you the full amount paid within 5 working days.


If we need to cancel:

Pawfect-Walkies will aim to only cancel services as a last resort. However there may be times when cancelling our services is the only viable option. These include but are not limited to:

  • Mechanical Breakdown of vehicles where another suitable vehicle can not be sourced within a reasonable timeframe.
  • Medical illness and no alternative cover can be found
  • Extreme Heat (Please refer to our extreme weather policy)
  • Extreme Cold (Please refer to our extreme weather policy)
  • Family and/or veterinary  emergencies

Before cancelling services, Pawfect-Walkies may, at their discretion offer you the choice to reschedule your services.

If Pawfect-Walkies has no choice but to cancel services, a refund in full will be offered (if payment has already been received) in the form a cash refund or credit to use against all services offered by Pawfect-Walkies Ltd.

Pawfect-Walkies aims to give a minimum of 24 hours notice when cancelling services however, at times, this may not always be possible.


Extreme Weather

Extreme weather can be dangerous for both us and our dogs. While Pawfect-Walkies Ltd will only cancel services as a last resort, we will never put ourselves or your dog in position where there is a risk to heath or safety.

Pawfect-Walkies Ltd monitors the weather forecast daily and from a number of different sources in order to make a judgement on upcoming weather conditions.


Extreme Heat:

Extreme heat can be dangerous for dogs as they can struggle to maintain their body temperature and even burn their paws on hot tarmac or concrete. If we are forecast hot weather, Pawfect-Walkies Ltd will aim to contact you at least 48 hours in advance to either:

A: Reschedule you walk to an evening or morning session away from the Midday sun

or

B: Change your walk to an indoor play session / check-in session to avoid the outdoors

or

C: Cancel the services you have booked

The final decision on what will be offered will be made by Pawfect-Walkies Ltd.

When transporting dogs in extreme heat, Pawfect-Walkies Ltd will ensure that:

  • Fresh drinking water is available
  • Air-Conditioning is used within any vehicles
  • Your dog is never left unattended


Extreme Cold:

Extreme cold can be dangerous for dogs as they can struggle to maintain their body temperature and even damage their paws on snow and ice. If we are forecast cold weather, Pawfect-Walkies Ltd will aim to contact you at least 48 hours in advance to either:

A: Reschedule you walk to an afternoon or evening session having given snow chance to melt and the air temperature to rise

or

B: Change you walk to an indoor play session / check-in session to avoid the outdoors

or

C: Cancel the services you have booked

The final decision on what will be offered will be made by Pawfect-Walkies Ltd. If Pawfect-Walkies decides that driving is too dangerous, your booked services will be cancelled and refunds or credit offered.


Other Extreme Weather:

Extreme weather such as wind, rain, hail and snow can be dangerous for dogs and humans alike. If we are forecast extreme weather, Pawfect-Walkies Ltd will aim to contact you at least 48 hours in advance to either:

A: Reschedule you walk to an alternative session having given the weather conditions chance to improve

or

B: Change you walk to an indoor play session / check-in session to avoid the outdoors where possible

or

C: Cancel the services you have booked

The final decision on what will be offered will be made by Pawfect-Walkies Ltd. If Pawfect-Walkies decides that driving is too dangerous, your booked services will be cancelled and refunds or credit offered.

Dangerous Dogs

Pawfect-Walkies LTD will NEVER provide services to any dogs listed under the Dangerous Dogs Act of 1991. There will be no exceptions.


Refusal to Walk or Provide Services

Pawfect-Walkies LTD reserves the right to refuse to provide any services it desires as Pawfect-Walkies LTD sees fit. This includes but is not limited to:

  • Dogs with a severe aggressive nature 
  • Dogs with a history of aggression
  • Dogs that may be extremely difficult to control

The decision to refuse services lies solely with Pawfect-Walkies LTD and their decision is final.


Complaints

We hope you will be happy with the services that you receive from Pawfect-Walkies LTD however, we have this policy in place to ensure our procedure for dealing with a complaint is clear and transparent.


Raising a complaint:

You can raise a complaint at any time by sending an email to woofwoof@pawfect-walkies.co.uk and putting the word "Complaint" in the subject.


What do I need to include in my complaint?

The more information that you are able to include in your complaint, the quicker we will be able to address your concerns. When raising your complaint, please include the following information:

  • First Name & Last Name
  • Address
  • The service(s) you received
  • Your dogs name and bread (if applicable)
  • Date the problem occurred
  • Time the problem occurred
  • Details of the problem(s) that occurred


Responding to your complaint:

Pawfect-Walkies LTD aims to respond to your complaint within 5 working days of receiving your complaint.


Resolving your complaint:

Pawfect-Walkies LTD would like to be able to resolve your complaint in the shortest time possible. Pawfect-Walkies may contact you directly by either email or phone in order to resolve your complaint

Pawfect-Walkies may, at their discretion invoke the use of a third-party to help in resolving the complaint.


Late Payments

Normally, Pawfect-Walkies services are paid for in advance. If however you pay for your services after you have received them for example monthly or weekly, payment should be made within 48 hours of receipt of your services. If you are having problems making your payments, please contact Pawfect-Walkies LTD in the first instance as we may be able to help.


Late Payment fees

If after receiving services from Pawfect-Walkies payment has not been made within 5 days, Pawfect-Walkies reserves the right to impose a "late payment fee". Late payment fees are charged at a minimum of £1 per day after 5 days and a maximum of £5 after 5 days. If you require assistance making payments, please contact Pawfect-Walkies LTD at woofwoof@pawfect-walkies.co.uk



Key & Alarm Code Holding

The need to hold keys

Pawfect-Walkies LTD recognises that there may be times when you require the services of Pawfect-Walkies LTD but you are not able to be home to allow access to your property. To facilitate this, Pawfect-Walkies LTD operates a Key and Alarm Code Holding Policy for which we are fully insured. If you require details on the insurance held, please put your request in writing and submit a request to woofwoof@pawfect-walkies.co.uk.


Your Responsibility

The option to provide a key and/or your alarm code too your property is solely at your discretion. You are in no way obliged to provide Pawfect-Walkies LTD with a key or alarm code to your property however failing to do so will require that a resident aged 18+ is available to allow access to your property for the purpose of services carried out by Pawfect-Walkies LTD.

If you require the cutting, cloning or production of a new key for use by Pawfect-Walkies LTD, you will be expected to meet the associated costs. Pawfect-Walkies LTD will not facilitate the cutting, cloning or production of new keys. 


Our Responsibility

If you agree to provide Pawfect-Walkies LTD with a key to your property, we will ensure the following procedure is strictly adhered to:

  • Your key will be always kept in a secure location at Pawfect-Walkies offices
  • We will only remove your key from our office on days where our services have been booked by yourself
  • Only allow pre-approved employees of Pawfect-Walkies LTD access to the key for your property
  • Keep the code for your alarm (if applicable) stored electronically and encrypted using at least 128-bit industry standard encryption
  • We will, at your instruction, return the key to you
  • We will, at your instruction, destroy the key we hold for you


Lost & Damaged Keys

Should an employee of Pawfect-Walkies LTD loose, misplace, or damage a key for your property, we will inform you at the earliest convince. Pawfect-Walkies LTD holds insurance to cover such an event however at the discretion of Pawfect-Walkies LTD, we may offer you the option of having a new key cut, copied, or created at no additional cost to yourself. In all other circumstances, this matter will be handed off to our insurance company. 


Stolen Keys

In the event of keys being stolen from Pawfect-Walkies LTD, we will immediately and without delay refer this matter to the police and, where necessary, refer this matter to our insurance company. We will contact you as soon as possible to inform you of the details and what to expect next. Our insurance company may need to contact your directly to discuss the situation.


CCTV & Onsite Video & Audio Recording

Pawfect-Walkies LTD recognises the need and encourages the use of CCTV and video recording both inside and outside your property to protect yourself from crime, monitor your home while away and keep an eye on your dogs. Having CCTV or Audio listening devices fitted to your home is a great way of keep on eye on your dog when you are out of the house. It can give you piece of mind when you are away from home and want to check up on your dog. However, the law requires you to inform us if you have any audio or video recording devices on your property you must inform Pawfect-Walkies LTD before services are to be carried out. In almost all circumstances, having CCTV or Audio recording devices fitted to your property will not affect your ability to use the services provided by Pawfect-Walkies LTD.


Your responsibility

  • Inform Pawfect-Walkies LTD if your property is fitted with Audio Recording Devices
  • Inform Pawfect-Walkies LTD if your property is fitted with Video Recording Devices
  • Inform Pawfect-Walkies LTD if your property is fitted with Video Recording Devices that are capable of Remote Viewing
  • Inform Pawfect-Walkies LTD if your property is fitted with Audio Recording Devices that are capable of Remove Listening

 

Changes and Updates

Pawfect-Walkies LTD reserves the right to change, amend, update and remove these policies at any time without notice or forewarning.


Policies last reviewed: 01/11/2022


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