Policies & Standards

Owned and operated by Derek Chambers, trading as Finchley Dog Walker and also known as Del.

Version: 1.0
Effective date: 27 June 2026
Last reviewed: 27 June 2026

Your pet’s welfare, your home’s security and clear communication are central to the way I work. This page provides a plain-English overview of the standards and policies that apply to my one-to-one dog walking, pet visits, cat care, small-animal care, and house-sitting services.

The detailed contractual rules are set out in my Terms and Conditions.

Your written booking confirmation, completed care information and the policies provided to you before booking also form part of our agreement.

If a summary on this page conflicts with the detailed Terms and Conditions, the Terms and Conditions will apply. Any service-specific information in your written booking confirmation will apply to that particular booking.

Terms, bookings and services

A booking is only confirmed after I have accepted it in writing by email, WhatsApp or text message.

An enquiry, initial discussion, or meet-and-greet does not, by itself, create a confirmed booking.

Your booking confirmation will normally state:

  • the service being provided;
  • the agreed dates and approximate times;
  • the price and payment deadline;
  • any house-sitting reservation payment;
  • the care arrangements and permitted periods away from the property;
  • any additional service-specific requirements.

I provide services with reasonable care and skill and take a welfare-led approach.

I may adapt, shorten, or stop an activity where I reasonably believe that continuing would place your pet, another animal, a member of the public, your property, or me at risk.

Full contractual information is available in my Terms and Conditions.

You can also read about my:

Prices, payments and house-sitting reservations

The price and payment deadline will be confirmed before a booking is accepted.

Current standard charges are shown on my Prices page.

House-sitting reservation payment

A fixed £50 reservation payment is required to secure a house-sitting booking.

The booking is not confirmed until the £50 payment has been received and I have issued written confirmation.

The payment forms part of the total booking price and is deducted from the final balance. It is not an additional fee.

The remaining balance is due seven calendar days before the house sit begins unless a different deadline has been agreed in writing.

The £50 reservation payment is not automatically non-refundable in every circumstance.

If you cancel, it will be handled under the Cancellations and Refunds Policy and credited against any applicable cancellation charge.

Christmas Day and New Year’s Day

An additional charge of £10 applies to services provided on:

  • Christmas Day, 25 December; and
  • New Year’s Day, 1 January.

For house-sitting, the charge applies once per applicable calendar day included in the booking.

A house sit covering both Christmas Day and New Year’s Day will therefore include a total additional charge of £20.

The surcharge will be shown in your quote and booking confirmation before you accept the booking.

Late payments

Late or unpaid accounts may result in the suspension of future services.

I will contact you before taking further recovery action.

I do not apply escalating daily percentage penalties.

Cancellations and refunds

Cancellations should be sent by email, WhatsApp or text.

Notice starts when I receive the cancellation and is calculated from the scheduled start of the service.

Dog walks and individual visits

At least 48 hours’ notice is required.

Where less notice is given, a cancellation charge of up to the full booked fee may apply.

House sitting and multi-day pet care

At least seven clear calendar days’ notice is required.

Where less notice is given, a cancellation charge of up to 50% of the booking price may apply.

How cancellation charges are calculated

A cancellation charge will not exceed the direct loss caused by the cancellation.

I will take account of:

  • services already supplied;
  • costs already incurred;
  • costs saved because of the cancellation;
  • whether the appointment or dates could be rebooked;
  • reasonable steps that could have reduced the loss.

Any £50 house-sitting reservation payment already received will be credited towards the cancellation charge rather than added on top of it.

If the applicable cancellation charge is less than the amount already paid, the remaining balance will be refunded.

Early returns

If you return earlier than planned, services already supplied remain payable.

Any charge or refund for the unused portion of the booking will be assessed fairly rather than automatically refused.

Cancellation by Finchley Dog Walker

If I cancel and do not provide an agreed alternative, you will receive a refund for the service I cannot supply.

Statutory cancellation rights

Qualifying bookings made by telephone, email, WhatsApp or another distance method may also carry statutory cancellation rights.

These rights are explained in the detailed policy and Terms and Conditions.

Read the full Cancellations and Refunds Policy.

Client information and care instructions

You must provide complete and accurate information before services begin.

This includes information about:

  • medical conditions, injuries, allergies and medication;
  • dietary requirements;
  • infectious or potentially contagious illness;
  • mobility and exercise restrictions;
  • previous bites, attempted bites or aggressive incidents;
  • guarding, chasing, escape or recall concerns;
  • separation-related behaviour;
  • reactions to dogs, people, children, traffic, bicycles, wildlife or handling;
  • any legal restriction applying to your animal;
  • anything else that could affect safe care.

You must tell me promptly about any material change.

Information supplied for a previous booking will be treated as current unless you update it.

You may be asked to complete client, pet-care, medication, emergency or house-sitting forms. These must be completed before the service begins.

Failure to disclose an important health, behaviour, safety or property risk may result in the service being changed, suspended or ended.

You may also be responsible for reasonable additional costs directly caused by materially inaccurate or withheld information, except to the extent that a cost was caused by my own negligence.

Pet health, identification and welfare

Dogs must be microchipped and registered as required by law.

In England, cats must also be microchipped and registered where the legal requirement applies.

Microchip contact details must be kept up to date.

Dogs must wear a suitable collar and identification tag when in a public place, subject to the legal exceptions.

The tag must display the owner’s name and address. Adding a current telephone number is strongly recommended.

You are responsible for obtaining veterinary advice about vaccinations, flea treatment, worming and other preventative healthcare.

I may request evidence of vaccination or veterinary advice where it is reasonably relevant to the service.

Please tell me immediately if your pet develops symptoms of an infectious condition or has been advised to isolate.

I may adapt or suspend services until it is safe to continue.

A managed long-term health condition or disability does not automatically prevent me from providing care.

Suitability will be considered according to:

  • the animal’s individual needs;
  • my competence;
  • my insurance;
  • relevant veterinary advice.

I use welfare-led handling and do not use choke chains, prong collars or electronic shock collars.

More detailed information appears in my Pet Health, Medication and Veterinary Emergencies Policy.

Dog walking, equipment and off-lead exercise

Walks are provided on a one-to-one basis unless a different arrangement has been expressly agreed in writing.

Equipment

You must provide safe, secure, properly fitting and well-maintained walking equipment.

I will carry out a reasonable visual and handling check before use and may refuse to use equipment that appears damaged, unsuitable or insecure.

I am not responsible for a hidden defect that could not reasonably have been identified during an ordinary check.

This does not remove responsibility where I have failed to take reasonable care.

Off-lead exercise

Dogs will normally be walked on a lead.

Off-lead exercise will only be considered where:

  • you have given express written permission;
  • I have assessed the dog’s recall and behaviour;
  • the location and conditions are suitable;
  • no legal restriction requires the dog to remain on a lead;
  • I consider it safe on that particular occasion.

Written permission does not guarantee that a dog will be let off lead on every walk.

I may use a fixed lead or long line where that is safer.

Dogs in season

You must tell me if a dog is in season or is suspected to be in season.

The walk may be:

  • kept on lead;
  • moved to a quieter route;
  • adapted to a home visit;
  • temporarily suspended.

Pet visits and house sitting

Pet visits

Pet visits include the care tasks agreed in writing.

These may include:

  • feeding;
  • refreshing water;
  • litter or enclosure care;
  • toilet breaks;
  • agreed medication;
  • calm company;
  • suitable enrichment.

You must leave enough food, medication, bedding, litter and other essential supplies for the full booking, with a reasonable allowance for an unexpected delay.

If an essential item runs out, I may purchase a reasonable replacement.

You will be asked to reimburse the cost, and I will provide a receipt where available.

House sitting

House sitting means I stay in your home to care for the agreed-upon pets and maintain a reasonable, occupied presence.

It does not automatically mean that I will remain inside the property continuously for 24 hours.

Any periods during which I may leave the property will be explained before the booking is confirmed.

Unless a different arrangement is agreed, standard house sitting may include absences of up to four continuous hours for other work, essential errands or personal commitments.

If your pet cannot normally be left for that period, this must be disclosed before booking so that a suitable full-time or enhanced-care arrangement can be considered.

Other people entering the property

You must tell me in advance if another person will stay at or enter the property.

This includes:

  • relatives or friends;
  • cleaners;
  • tradespeople;
  • gardeners;
  • another animal-care provider.

I am not responsible for another person’s independent actions.

However, I remain responsible for my own conduct and for taking reasonable care while providing the service.

If another person’s presence creates an unexpected welfare, privacy, safety, security or insurance concern, I may suspend or end the service.

You should tell your household insurer that a professional pet sitter will be staying at or entering the property and check whether the insurer imposes any requirements.

Cats with outdoor access

You must tell me whether your cat:

  • is indoor only;
  • uses a cat flap;
  • is permitted outside at particular times;
  • has a curfew or other restriction.

If you instruct me to permit unsupervised outdoor access, you accept the ordinary risks associated with that arrangement.

This does not remove responsibility where I fail to follow your instructions or fail to take reasonable care.

Delayed returns

Please tell me as soon as possible if your return is delayed.

I will take reasonable steps to continue essential care where I am available to do so.

Additional visits, time or overnight care will be charged at the applicable rate.

You must provide an emergency contact who:

  • has agreed to help;
  • can access the property;
  • can assume responsibility if I am unable to extend the booking.

Keys, home security and CCTV

Keys and access

Keys and access devices are stored securely and are not labelled with your full name or address.

Key collection, continued holding and return arrangements will be agreed in writing.

A separate journey made solely to collect or return a key may carry an agreed charge.

You must provide:

  • working keys;
  • correct alarm instructions;
  • current access codes;
  • relevant entry or parking information.

A secure backup access arrangement or local emergency keyholder is strongly recommended.

If I lose a key or access device because I have failed to take reasonable care, I will be responsible for reasonable and proportionate security costs directly caused by that loss.

This may include a locksmith or replacement lock where reasonably necessary.

Liability is not restricted merely to the cost of cutting a replacement key.

Cameras and recording devices

You must disclose all active indoor cameras, audio-recording devices and other monitoring equipment before an unaccompanied home visit or house sit begins.

This includes equipment that can be activated remotely.

Outdoor security cameras and video doorbells should also be disclosed.

No camera or audio-recording device may operate in:

  • a bedroom provided for my use;
  • a bathroom;
  • a changing area;
  • another place where I would reasonably expect personal privacy.

Undisclosed monitoring or recording in a private area may result in the booking being ended immediately.

Read the full Keys, Home Security and CCTV Policy.

Medication and veterinary emergencies

Medication

I will only administer medication that:

  • has been agreed in advance;
  • is clearly labelled;
  • is within its expiry date;
  • is supplied with complete written instructions;
  • is within my competence and insurance.

The instructions should explain:

  • the dose;
  • the timing;
  • the method of administration;
  • storage requirements;
  • known side effects;
  • what to do if a dose is refused, missed or vomited.

I cannot guarantee that an animal will swallow or tolerate medication.

I may decline injections, invasive procedures or specialist treatments outside my competence or insurance.

Veterinary emergencies

You authorise me to seek veterinary advice or treatment where I reasonably believe this is needed to protect your pet’s welfare.

I will try to contact you and your nominated emergency contact first, unless waiting could place the animal at greater risk.

Where possible, I will use your nominated veterinary practice.

If it is unavailable or the situation is urgent, I may use another suitable veterinary practice or emergency provider.

You are normally responsible for veterinary fees and related expenses.

This does not apply to the extent that a cost was directly caused by my negligence or breach of contract.

You should notify your veterinary practice that I may be caring for your pet and make any consent or payment arrangements the practice requires.

Read the full Pet Health, Medication and Veterinary Emergencies Policy.

Extreme weather

I assess weather and walking conditions for each individual animal rather than relying on a single fixed temperature.

Relevant factors include:

  • age and health;
  • mobility and breathing;
  • coat and fitness;
  • ground temperature;
  • heat and humidity;
  • wind, snow and ice;
  • flooding and storms;
  • air quality;
  • official weather warnings.

Where conditions are unsuitable, I may:

  • change the time or route;
  • shorten the outdoor part of the service;
  • provide a toilet break;
  • replace strenuous exercise with calm indoor enrichment;
  • cancel where no safe alternative is available.

Where meaningful alternative care is provided, the normal service charge will apply.

If I cannot provide the service and no suitable alternative is agreed, a refund or credit will be offered for the unprovided service.

Client cancellations remain subject to the normal cancellation terms unless a different arrangement is agreed in writing.

Read the full Extreme Weather Policy.

Lost pets and incidents

I take reasonable precautions to reduce the risk of an animal escaping, becoming lost or being injured.

If a pet becomes lost while in my care, I will take appropriate steps based on the species, location, and immediate risks.

These may include:

  • securing any other animals in my care;
  • recording the time and last known location;
  • searching the immediate area where it is safe to do so;
  • contacting you and your emergency contact;
  • contacting local veterinary practices;
  • contacting the local authority dog service where appropriate;
  • contacting the relevant microchip database;
  • contacting the police where theft is suspected;
  • preparing an incident record and reviewing what happened.

I will not publish your private address, access information or unnecessary personal details during a lost-pet appeal.

I cannot guarantee that a missing animal will be recovered.

I remain responsible where a loss was caused by my failure to take reasonable care.

Read the full Lost Pet and Incident Procedure.

Photography and social media

I may take photographs or short videos for:

  • private care updates;
  • welfare monitoring;
  • veterinary advice;
  • recording an injury or incident;
  • insurance evidence where relevant.

Permission to take an operational photograph does not automatically give permission to publish it.

Identifiable photographs used on my website, social media or other public marketing require a separate affirmative opt-in.

Declining marketing photography will not affect the care your pet receives.

I will take reasonable care not to publish:

  • readable identification tags;
  • house numbers;
  • security information;
  • exact live locations;
  • children or other people without appropriate permission.

You may withdraw marketing permission at any time.

I will stop future marketing use and, where reasonably practicable, remove material from accounts under my control.

I may not be able to retrieve copies that were previously downloaded, shared, or reposted by other people.

Read the full Photography and Social Media Policy.

Privacy and cookies

I collect and use information needed to:

  • respond to enquiries;
  • manage bookings;
  • provide pet care;
  • access your property;
  • communicate with you;
  • respond to emergencies;
  • maintain business records;
  • meet legal, tax and insurance requirements.

This may include:

  • contact details;
  • addresses;
  • emergency-contact details;
  • veterinary information;
  • pet health and behaviour information;
  • booking and payment records;
  • messages and care instructions;
  • key and alarm information;
  • photographs and incident records.

Information is not shared indiscriminately.

It may be shared where reasonably necessary and lawful, including with:

  • veterinary professionals;
  • emergency contacts;
  • insurers;
  • accountants or legal advisers;
  • technology providers;
  • regulators;
  • emergency services.

Your rights, retention periods, lawful bases and complaint options are explained in my Privacy Notice.

Information about website cookies, analytics, embedded content, and visitor choices is available in my Cookie Policy.

Insurance and responsibility

I maintain specialist pet-business insurance appropriate to the services I provide, subject to the insurer’s current terms, limits and exclusions.

Evidence of current cover is available on request.

You should check that your household and pet insurance permits the service you are booking.

This may include:

  • a pet sitter entering or staying in your home;
  • another person holding keys;
  • agreed off-lead exercise;
  • Any special care arrangements for your pet?

I am responsible for foreseeable loss or damage caused by my failure to provide services with reasonable care and skill or to take reasonable care of your property.

I am not responsible for loss caused solely by:

  • materially inaccurate or incomplete information supplied by you;
  • a hidden property or equipment defect that could not reasonably have been identified;
  • another person’s independent act;
  • an animal’s inherent behaviour despite reasonable precautions;
  • an event genuinely outside my reasonable control.

Nothing in my policies or Terms and Conditions excludes or restricts responsibility where doing so would be unlawful.

This includes responsibility for death or personal injury caused by negligence, fraud or breach of statutory consumer rights.

Complaints

Please contact me as soon as possible if you are unhappy with a service.

Complaints should normally be made by email, WhatsApp or letter and should include:

  • your name;
  • the relevant booking dates;
  • an explanation of what happened;
  • the outcome you are seeking;
  • any relevant supporting information.

I will normally acknowledge a service complaint within five working days and aim to provide a written response within 14 calendar days.

If additional time is reasonably required, I will explain why and provide an updated response date.

Where a complaint is upheld, I will explain any corrective action, refund or other appropriate remedy.

Data-protection complaints are handled under the separate Privacy Notice.

Read the full Complaints Procedure.

Useful official information

The following external resources provide further general information.

External website content does not form part of your contract with Finchley Dog Walker.

Contact Finchley Dog Walker

Questions about a booking or policy can be sent to:

Derek “Del” Chambers
Trading as Finchley Dog Walker
29a Granville Road
London
N12 0HP

Email: info@finchleydogwalker.co.uk
Telephone: 07707 763344

Contact Finchley Dog Walker