Terms and Conditions of Finchley Dog Walker

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

Version: 2.0
Effective date: 28 June 2026
Last reviewed: 28 June 2026

These Terms and Conditions explain the agreement between Finchley Dog Walker and each client who books a service.

They apply to one-to-one dog walking, puppy visits, cat care, small-animal visits, pet sitting, standard house sitting, full-time house sitting and any other service confirmed in writing.

Please read these Terms before confirming a booking.

Nothing in these Terms affects your statutory consumer rights.

1. Definitions

In these Terms:

“Finchley Dog Walker”, “I”, “me” and “my” mean Derek Chambers trading as Finchley Dog Walker.

“You” and “your” mean the client who requests or books the service.

“Pet” means any animal accepted by me for care.

“Service” means the dog walking, pet visit, pet sitting, house-sitting or related service described in the booking confirmation.

“Booking confirmation” means my written confirmation by email, WhatsApp or text message.

“Care information” means the instructions and information you provide through forms, messages, meetings and other written communications.

“Policies” means the separate policies linked from these Terms.

2. Who may book a service

You must be at least 18 years old and legally able to enter into a contract.

By making a booking, you confirm that:

  • you are the pet’s owner or have the owner’s permission to arrange the service;
  • you have authority to allow me to enter the property;
  • any joint owner, landlord or other person whose consent is required has agreed;
  • the information you provide is complete and accurate;
  • the booking is for private and domestic purposes unless otherwise agreed in writing.

3. When a contract is formed

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

A booking is confirmed when:

  • I accept it in writing by email, WhatsApp or text;
  • you have received or been directed to these Terms and the relevant Policies;
  • any required house-sitting reservation payment has been received;
  • the information needed to provide the service has been supplied.

Your contract consists of:

  • these Terms and Conditions;
  • the booking confirmation;
  • your current care information;
  • the separate Policies expressly linked from these Terms;
  • any additional written arrangement agreed between us.

If there is a conflict, the following order will normally apply:

  1. a service-specific arrangement in the booking confirmation;
  2. these Terms and Conditions;
  3. the separate Policies;
  4. general information elsewhere on the website.

A service-specific arrangement cannot remove a statutory right or exclude responsibility where doing so would be unlawful.

4. Services

Services may include:

  • one-to-one dog walking;
  • rescue or nervous-dog support walks;
  • puppy visits;
  • cat visits;
  • small-animal care;
  • standard house sitting;
  • full-time or enhanced house sitting;
  • agreed medication;
  • minor household tasks agreed as part of pet care.

Further information is available on my:

Website descriptions are subject to availability. A service is only included where it appears in the booking confirmation.

5. Standard of care

I will provide services with reasonable care and skill.

Your pet’s welfare will take priority over completing a particular route, distance, activity or non-essential household task.

I will take reasonable steps to follow your written instructions where they are:

  • safe;
  • lawful;
  • appropriate for the pet;
  • within my competence;
  • covered by my insurance;
  • consistent with animal welfare.

I may adapt, shorten, postpone or stop an activity where I reasonably believe continuing would create an unacceptable risk to:

  • your pet;
  • another animal;
  • a member of the public;
  • your property;
  • me.

Where suitable, a shortened walk may be followed by a toilet break, calm company, scent work, food enrichment or another appropriate activity.

I cannot guarantee a particular training, behavioural, health or fitness outcome.

6. Meet-and-greet and assessment

I may require a meet-and-greet before accepting a new client, pet or service.

The meeting may cover:

  • your pet’s routine;
  • health and medication;
  • behaviour and known triggers;
  • handling and equipment;
  • access and security;
  • emergency arrangements;
  • veterinary details;
  • house-sitting requirements.

A meet-and-greet does not guarantee that I will accept the booking.

Any charge for an additional meeting, assessment walk or extended handover will be explained before it is arranged.

Neither party is committed to proceed until the booking has been confirmed in writing.

7. Information you must provide

You must provide complete and accurate information about your pet and property before the service begins.

This includes:

  • your contact details;
  • an appropriate emergency contact;
  • veterinary details;
  • your pet’s age, species and identifying information;
  • medical conditions and previous injuries;
  • medication and known side effects;
  • allergies and dietary restrictions;
  • vaccination status where relevant;
  • contagious or suspected contagious illness;
  • mobility and exercise restrictions;
  • previous bites, attempted bites or aggressive incidents;
  • guarding, chasing or predatory behaviour;
  • separation-related behaviour;
  • escape behaviour;
  • recall reliability;
  • excessive barking or vocalisation;
  • incontinence or toileting difficulties;
  • reactions to dogs, people, children, traffic, bicycles, wildlife or handling;
  • damage the pet may cause when distressed or left alone;
  • any legal restriction or exemption applying to the animal;
  • hazards, faults or access problems at the property;
  • anything else that could materially affect the safe delivery of care.

You must tell me promptly about any material change.

Information supplied for an earlier booking will be treated as current unless you update it.

You may be required to complete client, pet care, medication, veterinary, emergency, or house-sitting forms. Required forms must be completed before the service starts.

If important information is withheld or materially inaccurate, I may:

  • change the service;
  • suspend or end the booking;
  • contact your emergency carer;
  • seek veterinary or other professional assistance;
  • charge reasonable additional costs directly caused by the omission.

You will not be responsible for any costs to the extent they were caused by my negligence or breach of contract.

8. Care instructions

Care instructions should be clear, current and provided in writing.

If written and verbal instructions conflict, I will normally follow the most recent written instruction unless:

  • An urgent welfare concern requires a different action;
  • A veterinary professional gives different advice;
  • Following the instruction would be unsafe or unlawful.

A note left at the property should not be used as the only means of communicating a significant change to medication, behaviour, access, or the agreed service.

Material changes should be sent directly to me by email, WhatsApp or text.

9. Microchipping and identification

Dogs and cats must be microchipped and registered where required by law, subject to any applicable lawful exemption.

You are responsible for keeping the details held by the microchip database up to date.

Dogs must wear a suitable collar and identification tag 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 must tell me about:

  • an exemption certificate;
  • a court order;
  • a control condition;
  • a requirement to use a muzzle or lead;
  • any other legal restriction applying to the pet.

I may refuse or suspend a service where I reasonably believe a legal requirement has not been met.

Official information is available from GOV.UK’s dog and cat microchipping guidance.

10. Health, vaccination and parasite control

You are responsible for obtaining appropriate veterinary advice about:

  • vaccinations;
  • flea treatment;
  • worming;
  • other preventative healthcare.

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

A veterinary exemption or individual treatment plan will be considered according to the circumstances.

You must tell me immediately if your pet:

  • develops signs of an infectious illness;
  • has been exposed to an infectious illness;
  • is awaiting relevant test results;
  • has been advised to isolate.

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

A managed long-term health condition or disability does not automatically prevent me from providing care. Suitability will depend on your pet’s needs, relevant veterinary advice, my competence and my insurance.

Further details appear in my Policies and Standards.

11. Equipment

You must provide safe, secure, properly fitting and well-maintained equipment suitable for your pet.

This may include:

  • a collar;
  • identification tag;
  • harness;
  • fixed-length lead;
  • long line;
  • muzzle;
  • coat;
  • towel;
  • carrier;
  • other agreed equipment.

I will carry out a reasonable visual and handling check before use.

I may refuse to use equipment that appears damaged, unsuitable, or insecure, or that is likely to cause pain or distress.

I do not use choke chains, prong collars or electronic shock collars.

A slip lead may be used in an emergency, but not as a punishment or as a deliberately aversive tool.

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 failed to take reasonable care.

12. Dog walking

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

The booking confirmation will state the planned duration.

Walk times are approximate unless an exact time has been expressly agreed.

Timing may vary because of:

  • animal-welfare needs;
  • weather;
  • access difficulties;
  • transport disruption;
  • an emergency;
  • an unavoidable delay during an earlier booking.

I will let you know about a significant delay where reasonably practicable.

I may change the route, pace or duration to avoid:

  • an uncontrolled dog;
  • livestock;
  • traffic;
  • crowds;
  • flooding;
  • unsafe surfaces;
  • another welfare or safety concern.

A booked walk does not guarantee a particular distance.

13. Lead and 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 is suitable;
  • local restrictions permit it;
  • I consider the conditions safe at the time.

Written permission does not guarantee that a dog will be allowed off-leash on every walk.

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

Off-lead consent does not remove my duty to take reasonable care and does not exclude responsibility that cannot lawfully be excluded.

14. Dogs in season

You must tell me if a dog:

  • is in season;
  • may be coming into season;
  • has recently finished a season.

I may:

  • keep the dog on a lead;
  • change the route or time;
  • avoid areas used heavily by other dogs;
  • Provide a home visit instead;
  • suspend walks temporarily.

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

15. Behaviour and safety

You must disclose any previous behaviour that could present a risk.

I may suspend or end a service if a pet’s behaviour poses a risk I cannot reasonably manage.

This may include:

  • biting or attempted biting;
  • serious aggression;
  • Repeated escape attempts;
  • behaviour that places the public at risk;
  • behaviour materially different from that disclosed before booking.

Where reasonably possible, I will discuss the concern with you and consider whether the service can be safely adapted.

Immediate suspension may be necessary where there is a serious risk.

16. Pet visits

Pet visits include only the tasks agreed in writing.

These may include:

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

A pet visit is not:

  • a veterinary examination;
  • a professional cleaning service;
  • a building inspection;
  • a gardening service;
  • general property management.

I may prioritise an urgent animal-welfare need over a less important household task.

17. Food and supplies

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

Food and medication must be:

  • clearly identified;
  • safely stored;
  • within any applicable expiry date;
  • supplied with clear instructions.

You must disclose allergies, intolerances and foods that must not be given.

If essential supplies run out, I may purchase a reasonable replacement.

You agree to reimburse the reasonable cost, and I will provide a receipt where available.

You will not be responsible for the replacement cost resulting from my failure to exercise reasonable care with the supplies you provided.

18. Standard house sitting

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

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

The booking confirmation should state:

  • the agreed arrival and departure arrangements;
  • the pets included;
  • the care services included;
  • walking arrangements;
  • feeding and medication requirements;
  • sleeping arrangements;
  • agreed household tasks;
  • any individual limits on how long a pet may be left.

Standard breaks for dogs

Unless a shorter limit is agreed in writing, standard dog house sitting may include up to two separate breaks during each 24-hour period of the booking:

  • one break of no more than four continuous hours; and
  • one separate break of no more than three continuous hours.

These are maximum limits, not guaranteed or automatic periods away from the property.

I may take fewer or shorter breaks.

The two breaks:

  • must be taken separately;
  • cannot be combined into one seven-hour absence;
  • will be arranged with regard to feeding, medication, toileting, walks and the individual dog’s welfare;
  • may be reduced where the dog’s needs require shorter periods;
  • may be varied only where a different arrangement has been expressly agreed in writing.

You must tell me before booking if your dog cannot be safely or comfortably left for four or three hours, respectively.

A shorter maximum period stated in the booking confirmation will take priority.

Cat-only and small-animal house sitting

For a cat-only or small-animal house sit, permitted periods away from the property will be agreed upon according to:

  • the animal’s routine;
  • feeding requirements;
  • medication;
  • health;
  • outdoor access;
  • welfare needs.

The dog break limits above do not automatically apply to a cat-only or small-animal booking.

Before and after the booking

You remain responsible for your pets before the agreed start time and after the agreed finish time.

You must not leave a dog alone for an unsuitable period immediately before I am due to arrive or after I am due to leave.

If your departure or return arrangements change, you must tell me promptly.

19. Full-time or enhanced house sitting

Full-time or enhanced house sitting is intended for a pet that requires substantially more continuous supervision than standard house sitting provides.

The standard four-hour and three-hour break arrangement does not apply to a full-time service.

Any permitted absence during full-time house sitting must be:

  • agreed before booking;
  • stated in the booking confirmation;
  • appropriate for the pet’s individual needs.

Short essential absences may still be necessary, but these will be kept within the agreed limit.

You must disclose any requirement for:

  • continuous supervision;
  • overnight monitoring;
  • frequent toileting;
  • intensive medication;
  • post-operative care;
  • support for severe separation-related behaviour.

I may decline a booking where the required level of care falls outside my competence, availability or insurance.

20. House-sitting accommodation and facilities

You must provide:

  • a safe and reasonably clean property;
  • a private and suitable sleeping area;
  • working toilet and washing facilities;
  • safe drinking water;
  • working heating where seasonally required;
  • reasonable lighting and electricity;
  • clear instructions for household systems;
  • information about known faults or hazards.

I may make reasonable use of:

  • heating;
  • lighting;
  • water;
  • electricity;
  • Wi-Fi;
  • the kitchen;
  • ordinary household facilities.

I will leave the areas I use reasonably tidy.

House sitting does not include professional or deep cleaning.

I may end the service if the property presents a serious health, safety or privacy risk that was not disclosed before booking.

21. Other people entering or staying at the property

You must tell me before the booking if another person will:

  • stay at the property;
  • visit regularly;
  • clean;
  • carry out building or maintenance work;
  • garden;
  • care for another animal;
  • hold or use a key.

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

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

If another person’s presence creates an unexpected:

  • animal-welfare risk;
  • safety risk;
  • security concern;
  • privacy concern;
  • insurance concern;

I may leave, suspend or end the service.

I will not invite a personal visitor into your property without your prior permission, except where access by another person is reasonably required in an emergency.

22. Cameras and recording devices

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

This includes equipment that:

  • can be activated remotely;
  • records continuously;
  • records when movement is detected;
  • is incorporated into another household device.

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.

I may require an indoor device to be disabled or repositioned.

Undisclosed recording, or recording in a private area, will be treated as a serious breach and may result in the booking ending immediately.

You are responsible for ensuring that your recording equipment is used lawfully.

23. Cats with outdoor access

You must tell me whether your cat:

  • is indoor only;
  • uses a cat flap;
  • is permitted outside;
  • is subject to a curfew;
  • must be kept indoors during the booking.

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

These risks may include:

  • the cat failing to return at the expected time;
  • injury;
  • road traffic;
  • fights;
  • becoming trapped;
  • illness;
  • theft.

This does not exclude responsibility where I fail to follow the agreed instruction or fail to take reasonable care.

I may keep a cat indoors temporarily where I reasonably believe immediate outdoor access would create an unusual and serious risk.

I will tell you as soon as reasonably practicable.

24. Medication

I will only administer medication where:

  • it has been agreed before the service;
  • it is clearly labelled;
  • it is within its expiry date;
  • complete written instructions have been provided;
  • the task is within my competence and insurance.

Your instructions must 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 will take reasonable care to follow the agreed instructions.

I cannot guarantee that a pet will swallow, absorb or tolerate medication.

I am not responsible for an adverse reaction caused by the medication or an underlying condition where I followed the instructions with reasonable care.

I remain responsible for loss caused or worsened by my negligent administration of medication.

I may decline:

  • injections;
  • invasive treatment;
  • specialist procedures;
  • treatment outside my competence or insurance.

25. Veterinary emergencies

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

I will try to contact you and your emergency contact before treatment is arranged unless waiting could place the animal at greater risk.

Where practicable, I will use your nominated veterinary practice.

If that practice is unavailable, unsuitable or too distant for the emergency, I may use another appropriate veterinary practice or emergency provider.

Where a veterinary surgeon advises that immediate treatment is required and neither you nor your emergency contact can be reached, you authorise me to consent to treatment reasonably recommended for the pet’s immediate welfare.

You are normally responsible for:

  • veterinary fees;
  • medication;
  • emergency consultation charges;
  • reasonable transport costs;
  • related expenses.

You will not be responsible for a cost to the extent that it was directly caused by my negligence or breach of contract.

You should:

  • tell your veterinary practice that I may be caring for your pet;
  • give the practice any authority it requires;
  • make suitable payment arrangements;
  • provide insurance details where relevant.

I do not routinely transport animals by car.

In an emergency, I may arrange a suitable taxi, veterinary ambulance or other appropriate transport. You will normally be responsible for the reasonable cost.

26. Emergency contacts

You must provide at least one reliable emergency contact for holiday care and house sitting.

The emergency contact should:

  • know that they have been nominated;
  • be willing to help;
  • be contactable;
  • be able to access the property;
  • understand the pet’s essential needs;
  • be able to take responsibility if I cannot continue.

You must tell me promptly if the emergency contact’s details change.

27. Property emergencies

If I discover an urgent problem at the property, I may take reasonable action to protect the pets or limit further damage.

This may include:

  • turning off a water supply;
  • contacting you or your emergency contact;
  • contacting a landlord or building manager;
  • contacting an emergency service;
  • contacting a utility provider;
  • arranging an emergency locksmith or contractor.

Examples include:

  • a water leak;
  • fire;
  • gas smell;
  • electrical danger;
  • serious heating failure affecting animal welfare;
  • a security breach.

You are responsible for reasonable costs arising from a pre-existing property fault or ordinary property maintenance.

I remain responsible for costs directly caused by my failure to take reasonable care.

28. Keys, alarms and access

Keys and access devices will be kept securely and will not be labelled with your full name or address.

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

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

You must provide:

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

You should arrange a secure backup access method or local emergency keyholder wherever possible.

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

This may include:

  • replacement keys;
  • a locksmith;
  • a replacement lock where reasonably necessary.

Responsibility is not limited merely to the cost of cutting a replacement key.

You are responsible for a reasonable call-out charge caused solely by:

  • incorrect instructions;
  • an undisclosed alarm fault;
  • an access code changed without notice;
  • a pre-existing lock fault.

I remain responsible where a charge was caused by my own error or failure to take reasonable care.

29. No access or pet unavailable

If I attend at the agreed time but cannot provide the service because of something within your control, a cancellation charge of up to the booked fee may apply.

This may include:

  • no working key being available;
  • an access code having been changed;
  • incorrect alarm information;
  • someone refusing entry;
  • the pet not being present;
  • essential equipment not being available;
  • an undisclosed situation making entry unsafe.

Any charge will reflect the direct loss caused, including reasonable travel and time already committed.

No charge will apply where the failure to provide the service was caused by my own error.

30. Plants and minor household tasks

Simple watering of ordinary houseplants may be agreed as an additional courtesy.

Plant care is secondary to pet care.

I do not provide:

  • gardening;
  • specialist horticultural care;
  • plant-health diagnosis;
  • guarantees about plant survival.

You must provide clear instructions and place plants in stable, suitable containers with appropriate drainage or saucers.

I will take reasonable care but am not responsible for deterioration caused solely by:

  • disease;
  • pre-existing damage;
  • unsuitable growing conditions;
  • unclear instructions;
  • specialist requirements that were not disclosed.

I remain responsible for water damage caused by my failure to take reasonable care.

Other minor household tasks, such as bringing in post or moving bins, are only included where agreed.

31. Extreme weather and unsafe conditions

Services are subject to my Extreme Weather Policy.

I may change:

  • the service time;
  • the route;
  • the duration;
  • the type or intensity of activity.

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

Where I cannot safely provide the service and no meaningful alternative is supplied:

  • no charge will apply for the unprovided service;
  • any payment made for it will be refunded or credited.

I may also delay or cancel where travel to or access at the property would create an unreasonable risk.

32. Lost or escaped pets

I will take reasonable precautions to reduce the risk of a pet escaping or becoming lost.

If a pet becomes missing while in my care, I may:

  • secure other animals;
  • record the time and last known location;
  • search the immediate area where safe;
  • contact you and your emergency contact;
  • contact nearby veterinary practices;
  • contact the local authority dog service;
  • notify the microchip database;
  • contact the police where theft is suspected;
  • use an appropriate lost-pet service;
  • prepare an incident report.

I will not publish your private address, alarm information or unnecessary personal information.

I cannot guarantee that a missing pet will be recovered.

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

Further information appears in my Policies and Standards.

33. Photographs and videos

I may take photographs or short videos for:

  • private care updates;
  • welfare monitoring;
  • veterinary advice;
  • documenting an injury;
  • incident records;
  • insurance evidence.

An operational photograph does not automatically give me permission to publish it.

Use of an identifiable photograph on my website, social media or other public marketing requires a separate affirmative opt-in.

Booking a service does not by itself amount to marketing consent.

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

Further information appears in my Photography and Social Media Policy.

34. Privacy and personal information

Personal information will be handled in accordance with my Privacy Notice.

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

  • veterinary professionals;
  • your emergency contact;
  • insurers;
  • accountants;
  • legal advisers;
  • technology providers;
  • regulators;
  • police or emergency services;
  • an agreed replacement care provider.

Information about website technologies appears in my Cookie Policy.

35. Prices

The price is the amount stated in the booking confirmation.

Current standard prices are shown on my Prices page.

A change to the website price will not change the price of an already confirmed booking unless we expressly agree otherwise.

I may change prices for future bookings.

For an ongoing regular arrangement, I will give reasonable written notice of a price change.

Any foreseeable additional charge will be disclosed before the booking is confirmed or before the additional cost is incurred.

36. House-sitting reservation payment

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

The £50 payment:

  • forms part of the total price;
  • is deducted from the final balance;
  • is not an additional fee;
  • is dealt with under the Cancellations and Refunds Policy if the booking is cancelled.

The house-sitting booking is not confirmed until:

  • the £50 payment has been received;
  • I have confirmed the booking in writing.

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

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

37. Christmas Day and New Year’s Day

An additional charge of £10 applies to a service provided on:

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

For house sitting, the charge applies once for each applicable calendar day included in the booking.

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

The additional charge will be shown in the quote and booking confirmation.

38. Payment

Payment must be made by the deadline stated in the booking confirmation or invoice.

Unless another arrangement is agreed in writing:

  • individual walks and visits must be paid according to the agreed regular schedule or before the service;
  • holiday pet-care bookings must be paid before the first visit;
  • the remaining house-sitting balance must be paid seven calendar days before the booking begins.

If payment is overdue, I may:

  • send a reminder;
  • suspend unperformed future services;
  • decline further bookings;
  • recover reasonable costs permitted by law.

I will not impose an escalating daily percentage penalty.

Suspending future services does not remove your responsibility to arrange appropriate care for your pet.

39. Statutory cancellation rights

A booking made entirely by telephone, email, WhatsApp, text or another distance method may qualify as a distance contract.

A contract concluded during a visit to your home may qualify as an off-premises contract.

Where the Consumer Contracts Regulations apply, you may have a statutory right to cancel within 14 days without giving a reason.

Where you ask me to begin the service during the statutory cancellation period, you expressly request early performance.

If you then exercise an applicable statutory cancellation right, you may be required to pay a proportionate amount for services already supplied.

If the service is fully performed during the statutory cancellation period, the right to cancel may end where you:

  • expressly requested early performance; and
  • acknowledged that the right would be lost once the service was fully performed.

Your early-performance request and acknowledgement should be recorded separately in the booking form or booking confirmation.

Full details and a model cancellation form appear in my Cancellations and Refunds Policy.

General information is available from GOV.UK’s online and distance-selling guidance.

40. Ordinary cancellations

The ordinary cancellation terms apply in addition to any applicable statutory cancellation right.

Dog walks and individual visits

At least 48 hours’ notice is required.

Where less than 48 hours’ notice is given, a cancellation charge of up to the full booked fee may apply.

Multi-day pet-care and house-sitting bookings

At least seven clear calendar days’ notice is required.

Where less than seven clear calendar days’ notice is given, a cancellation charge of up to 50% of the affected booking price may apply.

Fair calculation

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

I will take into account of:

  • services already supplied;
  • reasonable costs already incurred;
  • costs saved;
  • whether the dates were rebooked;
  • whether another booking could reasonably have been accepted;
  • reasonable steps available to reduce the loss.

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

Full details appear in my Cancellations and Refunds Policy.

41. Changes, early returns and delayed returns

A request to change a confirmed booking is subject to availability.

A change is not accepted until I confirm it in writing.

Where a booking is moved and I suffer no loss, I will normally make the change without a cancellation charge.

Where the original appointment or dates cannot reasonably be filled, the cancellation terms may apply to those dates.

If you return earlier than planned:

  • services already supplied remain payable;
  • any charge or refund for unused services will be assessed fairly;
  • costs saved and dates rebooked will be taken into account.

If your return is delayed:

  • you must contact me as soon as possible;
  • I will try to continue essential care, subject to availability;
  • additional visits, time or overnight care will be charged at the applicable rate;
  • an extension is not confirmed until I accept it.

If I cannot extend the booking, I may contact your nominated emergency carer.

42. Cancellation or interruption by me

I may cancel, suspend or change a service because of:

  • illness or injury;
  • a personal emergency;
  • dangerous travel or access;
  • extreme weather;
  • an animal-welfare concern;
  • an undisclosed risk;
  • serious threatening or inappropriate behaviour;
  • an event outside my reasonable control.

I will contact you as soon as reasonably practicable.

Where I cannot provide the service and no agreed alternative is supplied:

  • you will not be charged for the unprovided service;
  • payment for it will be refunded;
  • a credit will only replace a refund where you agree.

Where possible, I may propose another suitable and insured provider.

You may decline the proposed replacement and receive a refund for the unprovided service.

I will not disclose your personal, veterinary or security information to another provider without an appropriate lawful basis.

43. Events outside reasonable control

Neither party will be responsible for failing to perform an obligation where the failure is caused by an event genuinely outside that party’s reasonable control.

Examples may include:

  • serious illness or hospitalisation;
  • fire;
  • flood;
  • dangerous weather;
  • impassable travel routes;
  • major transport disruption;
  • utility failure;
  • official restrictions;
  • a serious unexpected emergency.

The affected party should notify the other as soon as reasonably practicable.

We will try to agree on a suitable alternative.

If I cannot provide a service, you will not be charged for the unprovided part.

Services already supplied remain payable.

There is no blanket rule that all advance payments are retained whenever an event outside either party’s control occurs.

44. Damage caused by pets

Pets can behave unpredictably, particularly when frightened, unwell or affected by a change of routine.

I am not responsible for damage caused solely by your pet where:

  • I took reasonable care;
  • I followed the information and instructions supplied;
  • the damage could not reasonably have been prevented.

You may be responsible for direct loss caused by:

  • a material risk you failed to disclose;
  • materially inaccurate information;
  • equipment you knew to be faulty;
  • your own negligence or breach of these Terms.

You remain legally responsible for your pet’s conduct except to the extent that I am legally responsible.

This section does not create a blanket indemnity and does not make you responsible for loss caused by my negligence.

45. Property loss or damage

I will take reasonable care of your property while providing the service.

I am responsible for foreseeable loss or damage directly caused by my:

  • negligence;
  • breach of contract;
  • failure to take reasonable care.

I am not responsible for loss caused solely by:

  • ordinary wear and tear;
  • a hidden defect;
  • a pre-existing fault;
  • an undisclosed hazard;
  • another person’s independent action;
  • an event outside my reasonable control.

You should secure or remove particularly fragile, irreplaceable or valuable items.

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

46. Insurance

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

Evidence of current cover is available on request.

You are responsible for checking whether your pet and household insurance permits:

  • a dog walker to enter your home;
  • another person to hold keys;
  • a pet sitter to stay overnight;
  • agreed off-lead exercise;
  • any unusual care arrangement.

You should notify your insurer where required.

Your failure to hold insurance does not automatically prevent a valid legal claim against me.

My insurance does not replace your ordinary responsibility for your pet or property.

47. Liability

I am responsible for foreseeable loss or damage caused by my failure to:

  • provide the service with reasonable care and skill;
  • follow an agreed contractual term;
  • take reasonable care of your pet or property.

I am not responsible for loss that:

  • was not reasonably foreseeable when the contract was made;
  • was caused solely by materially inaccurate information supplied by you;
  • was caused solely by a hidden defect that could not reasonably have been identified;
  • was caused solely by another person;
  • resulted from an animal’s inherent behaviour despite reasonable precautions;
  • resulted from an event genuinely outside my reasonable control.

Nothing in these Terms excludes or restricts liability for:

  • death or personal injury caused by negligence;
  • fraud;
  • fraudulent misrepresentation;
  • breach of statutory consumer rights;
  • any other liability that cannot lawfully be excluded.

48. Suspending or ending services

I may suspend or end a service where:

  • a pet presents an unmanaged safety risk;
  • material information has been withheld;
  • unsuitable equipment is repeatedly provided;
  • the property is unsafe or unhygienic;
  • required payment remains overdue;
  • cameras have not been disclosed;
  • I experience threatening, abusive, discriminatory or inappropriate conduct;
  • the service falls outside my competence or insurance;
  • continuing would compromise animal welfare;
  • you commit a serious or repeated breach of these Terms.

Where reasonably possible, I will explain the concern and allow an opportunity to resolve it.

Immediate suspension or termination may be necessary where there is a serious welfare, safety, privacy or security risk.

You remain responsible for:

  • services already supplied;
  • reasonable additional costs caused by your breach;
  • any fair cancellation charge for reserved future services.

You remain responsible for arranging replacement animal care.

49. Regular arrangements

Either party may end an ongoing regular dog-walking or pet-care arrangement by giving written notice.

Appointments already confirmed within the applicable 48-hour or seven-day cancellation period remain subject to the Cancellations and Refunds Policy.

Future appointments outside the applicable notice period may be cancelled without a separate termination fee.

50. Replacement providers

I will not transfer responsibility for a booking to another provider without telling you, except where immediate emergency action is reasonably necessary.

Any proposed replacement should be appropriately experienced and insured for the work concerned.

You may decline a replacement and receive a refund for the unprovided service.

You may not transfer your booking to another client, household or pet without my written agreement.

51. Complaints

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

A complaint should normally include:

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

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

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

Where a complaint is upheld, I will explain any appropriate:

  • refund;
  • corrective action;
  • procedural change;
  • other remedy.

If we cannot resolve a consumer dispute, I will provide information about an appropriate alternative dispute resolution provider where legally required and state whether I am willing or required to use it.

Data-protection complaints are handled under my Privacy Notice.

52. Consumer rights

Nothing in these Terms affects your rights under consumer law.

Consumer services must be provided with reasonable care and skill.

Where a service is not supplied as agreed or is not provided with reasonable care and skill, you may have a right to:

  • repeat performance;
  • a price reduction;
  • another appropriate remedy.

The correct remedy will depend on the circumstances and applicable law.

General information is available from:

External information does not form part of our contract.

53. Changes to these Terms

I may update these Terms for future bookings to reflect changes to:

  • services;
  • prices;
  • insurance;
  • operating procedures;
  • legal requirements.

The version provided when a booking is confirmed will normally continue to apply to that booking.

A material change will not be imposed retrospectively unless:

  • it is required by law;
  • it is necessary to address an immediate safety concern;
  • you expressly agree to it.

The version number and effective date will be displayed at the top of this page.

54. Communications

Routine communications may be sent by:

  • email;
  • WhatsApp;
  • text message;
  • telephone.

Any cancellation or material change to a booking should be confirmed in writing.

You are responsible for keeping your contact details current.

A written message will normally be treated as received when it is delivered to the relevant account or device, subject to any clear delivery failure.

In an urgent welfare or safety situation, I may act before receiving a reply.

55. Entire agreement

These Terms, the booking confirmation, current care information and incorporated Policies contain the agreement between us.

This section does not exclude responsibility for fraud or fraudulent misrepresentation.

It does not prevent information about the service from becoming binding where consumer law says that it does.

56. Severability

If a court or other competent authority finds part of these Terms unlawful or unenforceable, the remaining provisions will continue so far as legally possible.

57. Waiver

A delay or failure by either party to enforce a right does not automatically waive that right.

58. Rights of other people

Unless these Terms expressly state otherwise, a person who is not a party to the contract does not have a right to enforce it.

This does not affect any right or remedy that exists independently of these Terms.

59. Governing law and courts

These Terms are governed by the law of England and Wales.

As a consumer, you may also have mandatory rights under the law of the part of the United Kingdom where you live.

You may bring proceedings in any court that has jurisdiction under applicable consumer law.

Nothing in these Terms requires you to use only the courts of England and Wales where the law gives you another right.

Please read the following alongside these Terms:

61. Contact Finchley Dog Walker

Questions about these Terms or a booking 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