Customer Guidelines

Welcome to Larne Dog Walking! We're thrilled to have you and your dog as part of our community. Below are the guidelines to help us provide the best care for your dog. Please read through these policies to ensure a smooth experience.

Notice Period: We require at least 24 hours notice for cancellations or rescheduling.

Late Cancellations/No-Shows: If you cancel within 24 hours or do not show up, half of the cost of the service will be charged.

Payment Methods: We accept cash, bank transfers, and online payments (with applicable fees).

Payment Schedule: Payments can be made daily or at the end of the week (Sunday-Saturday). Most customers pay in advance or when the weekly service is completed.

Late Payment: You have 1 week to make full payment. After that, a £5 fee will apply for each additional week of non-payment.

Rainy Weather: Walks can still be completed in rain with proper gear (e.g., dog coats). If it's too heavy, we may delay the walk until conditions improve.

Icy Conditions: We avoid walking in icy conditions to prevent slipping hazards. If the walk is essential, we can provide bathroom breaks and light playtime in your yard.

Hot Weather: We won’t walk dogs in temperatures above 21°C. Walks on warm days will be done at a slower pace with water breaks in shaded areas.

Vaccinations: All dogs must be vaccinated and microchipped.

Aggressive Dogs: If your dog shows aggressive behaviour, we will conduct a risk assessment and may require specialized equipment (collars, harnesses, and muzzles).

Liability Waiver: We are not responsible for accidents or damages caused by the dog if it’s not covered under our insurance or if you fail to disclose important details like breed information.

Insurance: Our Public and Products Liability insurance covers accidental injury or damage caused to others, property damage, and theft of client keys.

If you're unsatisfied with our service, we offer refunds. However, if a refund is given, you will not be able to use our services for 6 months, and any community benefits (e.g., access to the Larne Dog Walking Community Hub) may be revoked.

Key Security: For regular walks, you have the option to provide us with a spare key specifically for these services.

For infrequent walks, please leave your key in a designated location and notify us through the dog walking chat. After each walk, the key will be securely returned via your letterbox.

Lockbox Option: If walks are infrequent, you may use a lockbox for key access.

Home Access: We only enter your home to collect or drop off your dog and fill their water bowl if needed.

Operating Hours: Walks are available every day from 9 AM to 9 PM, with prime hours between 9 AM and 4 PM (Monday to Friday).

Specific Walk Times: We offer both time windows (within 30-60 minutes) and exact walk times for regular customers.

Group Chats: All updates about walks should be communicated through the designated dog walking group chat from Monday to Friday, between 8 AM and 4 PM. This ensures that all relevant information is shared efficiently and consistently.

Outside Business Hours: For communication outside these hours, please contact us directly via text message. This allows our dog walkers to have their time off.

Emergency Contact: If an emergency arises that requires immediate attention, please contact us directly via text message or phone call, regardless of the time. Non-urgent matters should be addressed during regular business hours through the group chat.

Direct Contact with Dog Walkers: To respect our employees' time off, please avoid contacting dog walkers directly outside of the group chat unless it's an emergency.

In case of an emergency with your dog, we will provide basic dog first aid and contact one of the three local vets on file. You will be informed immediately, followed by management.

We expect dogs to be well-behaved and non-aggressive. If your dog is reactive or difficult to walk, we offer basic training and equipment recommendations to improve behaviour during walks.

For regular customers, we can provide additional evening walks and offer other benefits. You can check out the full range of perks on our Customer Service PDF.

For new customers, we start with a meet-and-greet session, including a 30-minute trial walk for £10 to get to know your dog. This helps us tailor the walks to your dog's specific needs and ensure a positive experience from the first walk.

If you're going on holiday or need to be away for an extended period, we offer additional check-ins and dog care services. This can include morning and evening walks, feeding, longer walks, or overnight care depending on your needs.

As a customer, you get FREE access to the Larne Dog Walking Community Hub. Enjoy perks like dog walking tips, events, and exclusive offers to help you and your dog thrive.

We value your feedback! If you have any suggestions, concerns, or positive experiences to share, feel free to contact us directly. Your input helps us improve our services and continue providing top-quality care for your dog.

If you have any questions, concerns, or complaints regarding this Agreement, we encourage you to contact us using the details below:

Larnedogwalking.co.uk/contact-us

Larne Dog Walking Limited

Kilyglen road

Larne

Co.Antrim

BT40 2HR

This document was last updated on 16/09/2024