cancellations

Cancellation & Refunds Policy
Owned and operated by Derek Chambers (trading as Finchley Dog Walker, also known as Del)

1. Purpose of this Policy

This policy explains how cancellations and refunds are handled across our services, including dog walking, pet sitting, and house sitting. It is designed to be fair, transparent, and to protect both clients and Finchley Dog Walker as a small business.

2. General Principles

• All bookings are considered confirmed once agreed upon in writing (via email, WhatsApp, or text).
• Deposits and advance payments secure your booking and cover the time reserved exclusively for your pet(s).
• Notice periods vary depending on the service (see below).
• Refunds are processed within 14 days where applicable.

3. Dog Walking and Single Visits

• Notice Required: Minimum of 48 hours.
• Cancellations with more than 48 hours’ notice: No charge. Any pre-paid fees credited to your account or refunded.
• Cancellations with less than 48 hours’ notice: Full fee is payable.
• No-shows (pet not available / no access provided): Full fee is payable.
• Extreme Weather / Safety Concerns: If a walk is cancelled by us due to unsafe weather (see our Extreme Weather Policy), no charge applies and enrichment alternatives may be provided.

4. Pet Sitting (Home Visits)

• Notice Required: Minimum of 7 days before the booking start date.
• Cancellations with more than 7 days’ notice: Full refund (less any non-refundable deposit if taken).
• Cancellations with less than 7 days’ notice: 50% of the booking fee is payable.
• Early Returns: No refunds for unused visits once a booking has started.

5. House Sitting

• Deposit: A non-refundable deposit (amount agreed at time of booking) is required to secure dates.
• Balance: Payable in full before the sit commences.
• Cancellations more than 14 days before start: Deposit retained, any balance refunded.
• Cancellations 7–14 days before start: 50% of the total booking fee payable.
• Cancellations less than 7 days before start: Full booking fee payable.
• Early Returns: No refunds once the sit has started, as time has been reserved exclusively for your pets and property.

6. Refunds

• Refunds are made via the original payment method, unless otherwise agreed.
• Refunds will be processed within 14 days of the cancellation being confirmed.
• Where credits are issued instead of refunds, these must be used within 12 months of issue.

7. Exceptions

• If Finchley Dog Walker cancels a service for reasons outside your control (e.g. illness, emergency, or unforeseen circumstances), a full refund or credit will be offered.
• Refunds are not given where services cannot be delivered due to lack of access to the property, incorrect client information, or failure to provide required equipment or documents.

8. Force Majeure

No refunds will be due for cancellations caused by events outside our reasonable control (such as natural disasters, government restrictions, strikes, or serious illness), although we will always seek to offer a fair resolution.

This Cancellation & Refunds Policy should be read alongside our Terms & Conditions and Policies & Standards.