Service Delivery Guide

Our Commitment to You

Every dog walked by Larne Dog Walking gets a structured, reported, dependable service — not a rushed drop-in. This guide sets out exactly what to expect from every visit, so there's never any guesswork about how we look after your dog.

What's Included in Every Walk

• •A full 30-minute structured walk or visit, matched to your dog’s Larne Structured Walks™ plan
• •A written walk report after every visit, with photos, so you can see how your dog got on
• •Fresh water topped up and feeding or medication given exactly as instructed, where booked
• •Secure key holding, with keys logged and never labelled with your address

Timing & Scheduling

We work to agreed arrival windows rather than an exact minute — typically a 60-minute window either side of your booked time, to allow for weather, traffic, and the needs of every dog on the round that day. If we’re running outside that window, we’ll message you directly.

Operating Hours

We walk seven days a week, from 9am to 9pm. Most walks fall within our prime hours — 9am to 4pm, Monday to Friday — and that’s when the round is busiest. Evening and weekend slots are available; just ask.

Weather Policy

Your dog’s safety comes before the schedule. We walk through rain, wind and cold with suitable gear, though severe rain may delay a visit. We avoid ice entirely — a light garden visit or playtime at home replaces the walk. And we don’t walk when the temperature is above 21°C: on warm days walks are slower, shorter and shaded, with water breaks throughout. Whenever weather changes a walk, we tell you by message the same day.

Cancellations & Rescheduling

Just let us know as early as you can — 24 hours is ideal. If there’s enough notice to move things round, there’s no charge. We’d only charge where we weren’t told in time and your walker has already turned up for a slot held for your dog.

Payment

We accept cash, bank transfer, and approved online payment platforms (transaction fees may apply). Payment can be made daily or at the end of the week, Sunday to Saturday — most clients pay in advance or on weekly completion. Payment is due within one week of the completed service period. If an account falls behind we’ll always ask you for it first — a £5 weekly late fee only begins to apply once payment is overdue and we’ve requested it.

Before Your Dog’s First Walk

• •Every dog must be vaccinated and microchipped before their first walk
• •Tell us about any medical conditions, allergies, medication or mobility restrictions in advance — we can work around almost anything, as long as we know about it
• •We’ll confirm your access arrangements and your emergency contact with you before we start

Dog Behaviour on Walks

We expect dogs to be reasonably socialised and manageable on the lead. Reactive dogs are welcome here — we offer tailored walking support, equipment recommendations and basic training guidance, and we’ll always be straight with you if a dog needs more than walking. Where a dog shows aggression, we may ask for a behaviour assessment and specialised equipment such as a muzzle, harness or particular lead before walks continue. That’s about keeping your dog, other dogs, and your walker safe.

Key Holding & Access

Keys are held securely, logged against your booking only, and never labelled with your address. Regular clients usually provide a dedicated key we keep for them. If you book occasionally, leave your key somewhere safe and tell us in your chat — we return it through the letterbox after each visit. A lockbox suits infrequent bookings, or anyone who’d prefer the extra security. When we’re in your home we’re only ever there to collect and drop off your dog and to top up fresh water.

Communication

Routine updates and photos come through your walk chat, Monday to Friday, 8am to 4pm. Non-urgent messages are answered during those hours; if something is urgent, text us and we’ll come straight back to you. In a genuine emergency, call or text at any time. One small ask — please don’t contact your walker directly outside working hours unless it’s an emergency, so they can give the dogs on the round their full attention.

If Something Happens on a Walk

If your dog needs urgent help, we act first and explain afterwards. We’ll give first aid where it’s safe and appropriate, contact one of our registered local veterinary partners, and tell you and management straight away. You’ll never hear about something serious second-hand, or the day after.

Insurance & Responsibility

We hold £1,000,000 public liability cover, alongside employer’s liability and legal protection, safeguarding both pets and property. As the owner, you keep full responsibility for your dog’s welfare and legal compliance. We can’t accept liability for damage or injury caused by a dog where important information — temperament, history, or breed restrictions — was withheld from us. That’s exactly why the disclosure above matters.

Holiday & Emergency Cover

Your dog is walked by their dedicated walker. If that walker is ever on leave or unwell, a member of our team covers instead — briefed on your dog’s routine and any specific needs, so nothing about the walk changes but the face, and we’ll let you know when it happens. While you’re away we can cover morning and evening walks, feeding and check-ins, and overnight stays subject to availability. See our Holiday Walks service on the Offers page.

Special Requests

Regular customers can ask for evening or extended walks, pet visits, and custom arrangements over the holidays. If you need something that isn’t on the list, just ask — we’d far rather build it round you than turn you away.

Community

Your membership includes free access to the Larne Dog Walking Community Hub — early event invites, local pup socials, training tips and loyalty rewards. It’s where the dogs of Larne, and their people, get to know each other.