Service Guide & Customer Policies

Cancellation Policy

Notice Period: We require a minimum of 24 hours’ notice for cancellations or reschedules.

Late Cancellations / No‑Shows: Cancellations within 24 hours or failure to attend a scheduled service will result in a 50% charge of the service cost.

Payment Policy

Accepted Methods: Cash, bank transfer, and approved online payment platforms (transaction fees may apply).

Payment Schedule: Payment may be made daily or at week’s end (Sunday–Saturday). Most clients pay in advance or upon weekly completion.

Late Payments: Payment is due within one week of the completed service period. A £5 late fee applies for each additional week past due.

Weather Policy

Your dog’s safety always comes first.

Rain: Walks proceed with suitable gear (e.g. coats). Severe rain may delay services.

Ice: We avoid icy conditions to prevent injury. Light garden visits or playtime can substitute instead.

Heat: Walks will not take place when temperatures exceed 21°C. On warm days, walks are slower, shorter, and shaded with water breaks.

Dog Health & Behaviour Policy

Vaccination & ID: All dogs must be vaccinated and microchipped.

Aggressive Behaviour: Dogs showing aggression or reactivity may require a behaviour assessment and specialised equipment (muzzles, harnesses, or leads).

Health Disclosure: Please inform us of any medical conditions, allergies, or mobility restrictions in advance.

Liability & Damage Policy

Client Responsibility: We are not liable for damages or injuries caused by a dog if crucial information (such as temperament or breed restrictions) was withheld.

Insurance: Our insurance includes £1,000,000 Public Liability Cover, plus employer’s liability and legal protection, safeguarding both pets and property.

Ownership Clause: The dog’s owner retains full responsibility for their animal’s welfare and legal compliance.

Satisfaction Guarantee

If you’re not satisfied with our service, you may request a refund subject to evaluation.

Refunded customers may be ineligible for future bookings for six months, and benefits within the Larne Dog Walking Community Hub may be suspended.

Key Handling & Access Policy

Regular Clients: You may provide a dedicated key held securely for service access.

Occasional Clients: Please leave the key in a safe location and notify us via the group chat. Keys are returned through the letterbox after each service.

Lockbox Option: Available for infrequent or high‑security clients.Home Entry: Limited to dog collection/drop‑off and basic water refill as needed.

Service Hours & Appointment Windows

Operating Hours: Daily from 9 AM – 9 PM (Prime hours 9 AM – 4 PM, Monday–Friday).

Scheduling Options: Clients may choose either a flexible 30‑60 minute window or a specific scheduled time for regular walks.

Communication Policy

Group Chat: Routine updates are shared via our official group chat Monday–Friday, 8 AM – 4 PM.

Outside Hours: Non‑urgent messages will be answered during business hours; urgent issues via text message.

Emergency: In emergencies, call or text any time.Respecting Staff: Please avoid direct after‑hours contact with dog walkers except in emergencies.

Emergency Protocol

If your dog requires urgent help, we’ll:

Provide first aid if safe and appropriate.

Contact one of our registered local veterinary partners.

Inform you and management immediately.

Dog Behaviour on Walks

We expect dogs to be well‑socialised and under control.

For reactive dogs, we offer:

Tailored walking support,

Equipment recommendations,

Basic training guidance.

Our goal is to ensure safe interactions for everyone.

Special Requests & Custom Services

Regular customers can request:

Evening or extended walks,

Pet visits, or

Custom services during holidays.

Refer to our Customer Service PDF for full details.

New Customer Onboarding

First‑time clients begin with a meet‑and‑greet and 40‑minute introductory walk (£20), allowing us to assess behaviour, fit equipment, and discuss preferences.

Dog Care While You’re Away

We offer complete care options, including:

Morning & evening walk coverage,

Feeding and check‑ins,

Holiday or overnight stays (subject to availability).

Community Involvement

Your membership includes free access to our Larne Dog Walking Community Hub — offering early event invites, local pup socials, training tips, and loyalty rewards.

Feedback & Support

We value your opinions.Please share feedback, compliments, or concerns directly through our contact form.