I. Dog Walking Policies

1a. Meet and Greet

Upon enquiry of services, a meeting will be booked with The Owner to discuss their pet, details of the service and fill out paperwork such as information forms and contracts if The Owner and The Walker come to an arrangement. This meeting can also be used as a decompression time for the pet to get used to the walker and both the walker and owner can take a short decompression walk if required. If an arrangement is not agreed to within the first meeting, further conversation can be made online or via telephone and paperwork sent via email for completion. If The Owner decides the services are no longer required, it is their responsibility to contact The Walker and confirm as soon as convenient. 

1b, Services, Prices, and Cancellations

Specific details of services provided by Paws Plus Pet Services can be found at www.pawspluspets.co.uk or can be sent in PDF format via email upon request. Any further information required by The Owner can be communicated online or via telephone. Prices for most services are provided on the website within the same page of said services, or a PDF version can be sent via email. 

Extra charges such as weekend, short notice, and cancellation fees apply and will be additionally calculated and added to invoices.

If the Owner wishes to cancel a booking within 24 hours, they may still be charged a cancellation fee. If the dog is not home or the Owner is home and wishes to cancel at the arranged time of the booking, a ‘missed booking’ may be charged.

If, for any reason, the walker needs to cancel a booking, they will do so with as much notice as possible. Although, in case of emergencies and sickness, it may be within 24 hours of the booking. However, The Owner will not be charged and may be given the opportunity to rearrange if they wish.

Occasionally, prices may change to meet demands. If this occurs, Paws Plus will inform active clients of any price changes in writing within plenty of notice (2 weeks minimum) and The Clients will be given the opportunity to reconsider their agreement with the business. 

1c. Emergencies + Health and Safety

The walker will do everything they can to prevent injury and accidents from happening, such as using natural tick repellants, adder bells and using spare tags in case of pets getting lost. But in the case if accidents and incidents occurings, the Walker pledges to do what is best for the pet in the situation at the time.

In the event of an emergency The Walker will attempt to get in contact with The owner as soon as possible. If The Owner is unreachable, The Walker will pursue to do what is best for the pet in their care. In the case of an injury, The walker will administer basic canine first aid and if they feel it's needed, will take the pet to their vet. More specific details on accidents and emergencies will be recorded and signed for in the pet and owner information sheet, vet release form and dog-walking contract.

1d. Extreme Weather

In cases of extreme weather, The Walker will always pursue to do the best for the pets in their care including taking precautions and making rearrangements when needed.

The walker will check the weather forecast the day before the booking. If there is predicted to be extreme weather, The walker will contact the owner in an attempt to make re-arrangements such as changing the time of the booking to when the weather is predicted to be more suitable or changing the type of booking (eg. home visit instead of walk). If the Owner wishes to cancel the booking due to the bad weather, they may still be charged a cancellation fee. If the Walker needs to cut the walk short due to bad weather, the owner may be charged for the walker's time until that point.

Hot weather

During the day, The walker will keep checking the temperature and if it is recorded to be over 23 degrees (21 degrees for vulnerable dogs eg. elderly, Long-haired or brachycephalic breeds) depending on other weather factors, walks may be cancelled and the Owners contacted.

Cold weather 

The Owner will be responsible for providing accessories suitable for the dog to use in cold temperatures, such as a jumper or coat. The Walker will take necessary precautions while walking such as avoiding ice and grit to avoid slipping or irritation to both themselves and the dog. If the weather proves to be too cold and the dog seems to be, or will likely be, unhappy or shivering etc. The walk may be cancelled or cut short and The Owner contacted.

Rain and Storms

If there are forecasts or weather warnings of storms, the walker may cancel bookings within 24 hours. In the event of extreme rain, winds, hail etc. occurring during a booking, the walker may end the booking early for the health and safety of themselves or the dog being walked. 

1e. Control and Supervision

During walks, The Walker will be attentive and responsible for the dogs in their care. They will stick to the advice given by the owner regarding walking the dogs off lead. 

If the owner has given the walker permission to let their dog off the lead, the walker will watch the dog or put them on a long line so they can keep a necessary level of control over the dog while letting them run. It is the owner’s responsibility to make sure the dog is trained in recall and give details on how the dog is trained to respond. 

If the owner requires their dog to remain on the lead, the walker may take necessary actions to ensure a level of control over the dog, such as keeping them to one side or diverting the dog to avoid stressful confrontations.

1f. Liability and Indemnification

The Walker accepts no liability for any breach of security or loss of or damage to the Owner’s property if any other person has access to the property during the term of this agreement. The Walker shall not be liable for any mishap of whatsoever nature which may befall a dog or caused by a dog who has unsupervised access to the outdoors. The sitter is not liable for property damage or mishaps caused by the pet and is released from related expenses. The Owner shall be liable for all medical expenses and damages resulting from an injury to the Walker caused by the dog as well as damage to the Owner’s property. The Walker is released from all liability related to transporting dog(s) to and from any veterinary clinic or kennel, the medical treatment of the dog(s) and the expense thereof. The Owner will not blame and payback the Walker against any and all costs, expenses, losses, liabilities and claims arising from said dogs behaviour unless the dog walker is willful or negligent.

1g. Communication

The Walker will use methods such as whatsapp or email to send communications to The Owner to update them on their pet. These may or may not include pictures and videos or casual questions that may have been missed before the booking and in the pet information sheet. The Owner is required to stay in contact with the Walker and respond when necessary and be available and willing to take phone calls from the Walker in case of emergencies.

1h. Cleanliness

The Walker will follow advice from the owner on the level of which their dog should stay clean during a walk. If there is a chance that the dog may get excessively dirty or wet, for example, by going into a body of water or mud while on a walk, the owner will be warned beforehand. If the dog happens to accidentally ‘dirty’ the Walker will notify the owner and do their best to clean and dry the dog before returning them home (using wipes, towels, mud-daddy etc.), unless the owner has stated otherwise. Depending on the dog and the situation, the walker may not be able to clean or dry the dog fully, but if this happens, the owner will be notified of the reason.

1i. Respect for the Environment

The walker will ensure they are aware of and abiding by any rules and regulations to protect the environment while out walking. All litter and dog excrement will be collected and disposed of responsibly. 

1j. Transport and equipment

Paws Plus owns a citroen berlingo van, with a valid MOT and tax agreement, that has been insured for personal business use. (The transportation of client’s pets is covered under the business liability insurance. See policy 3a.). It is kitted out with equipment for walking dogs (spare leads, harnesses, collars etc) and transporting pets safely, with crates secured to anchor points. If, for any reason, the pet cannot be put in a crate, the pet may be transported on a vehicle seat using specific pet seatbelts, but it is the owner’s responsibility to provide a harness to be used in transporting their dog in this way. 

In emergencies and in times when the van cannot be used, we also have limited access to a car, but pets must be transported with harness and seatbelt as stated above. However, if transportation is not available for any reason, when needed, the owners will be notified and bookings may be cancelled if necessary.

1k. Laws and Regulations

The Walker pledges to abide by all laws and regulations involving walking dogs and caring for animals whilst working with/ walking or caring for the pets.

These Laws and regulations include:

• The Clean Neighbourhoods and Environment Act 2005 You could be fined up to £1,000 if you: fail to pick up faeces, fail to keep a dog on a lead or only put it on the lead when directed to do so, or allow a dog to enter land from which dogs are excluded.

• The Control of Dogs Order 1992 All dogs in a public place must wear a collar with the owner's name and address on a tag.

• The Dangerous Dogs Act 1991 It is against the law for a dog to be ‘dangerously out of control' in a public place. The Kennel Club says something as simple as the dog chasing, barking at or jumping up at a person or child could lead to complaints, so it’s important to make sure dogs are under control at all times.

• The Road Traffic Act 1988 Dogs must be on a lead at all times on roads. If the dog you are walking is injured in a car accident, it is up to the driver to stop and give their details to you.

• Dogs (Protection of Livestock) Act 1953 If a dog worries livestock on any agricultural land, the owner of the dog, and, if it is in the charge of a person other than its owner, that person also, shall be guilty of an offence under this Act.

• Dogs Act 1871 It's an offence if a dog is dangerous and not kept under proper control, which is usually regarded as not on a lead or not muzzled. The law applies wherever an incident happens.

1l. Key Handling and Sensitive Information

Client keys entrusted to The Walker will be kept in a lock-box at The Walkers’ Address and in a separate lock-box or secured, locked pouch during transportation. Each key will be labelled with the client's, or dogs, name only. All other sensitive client information will be kept in paper form in a secure filing system at The Walkers’ address and as a digital version on The Walkers’ Devices via a password protected google drive account.

1m. Feedback and Social Media

Clients should give feedback and/ or raise queries or concerns directly to the walker in writing via messaging or email. The walker will ensure they respond to their best ability as soon as convenient. If clients wish to leave a review, or comment, on the Paws Plus social media sites, they are encouraged to contact Paws Plus in writing directly to resolve any negative or false opinions beforehand. Failure to do so may result in the termination of their contract. 

Clients are given the option in their contract to allow Paws Plus to take and post pictures and videos of their pets for advertising purposes. This can include, but not limited to: flyers, business cards, posters and other signage, and social media platforms. If clients do NOT wish for their pet to be included, they must select the option on the contract AND confirm this in writing directly to Paws Plus. If a client has permitted the use of their pet in advertising but views a post or image they wish to be removed, they must contact Paws Plus directly to rectify this.

II. Pet Sitting Policies

2a. Meet and Greet

Upon enquiry of services, a meeting will be booked with The Owner to discuss their pet, details of the service and fill out paperwork such as information forms and contracts if The Owner and The Sitter come to an arrangement. This meeting can also be used as a decompression time for the pet to get used to the Sitter and both the walker and owner can take a short decompression walk if required. If an arrangement is not agreed to within the first meeting, further conversation can be made online or via telephone and paperwork sent via email for completion. If The Owner decides the services are no longer required, it is their responsibility to contact The Walker and confirm as soon as convenient.

2b. Services, Prices, and Cancellations

Specific details of services provided by Paws Plus Pet Services can be found at www.pawspluspets.co.uk or can be sent in PDF format via email upon request. Any further information required by The Owner can be communicated online or via telephone. Prices for most services are provided on the website within the same page of said services, or a PDF version can be sent via email. 

Extra charges such as weekend, short notice, and cancellation fees apply and will be additionally calculated and added to invoices.

If the Owner wishes to cancel a booking within 24 hours, they may still be charged a cancellation fee. If the pet is not home or the Owner is home and wishes to cancel at the arranged time of the booking, a ‘missed booking’ may be charged.

If for any reason, the Sitter needs to cancel a booking, they will do so with as much notice as possible. Although, in case of emergencies and sickness, it may be within 24 hours of the booking. However, The Owner will not be charged and may be given the opportunity to rearrange if they wish.

Occasionally, prices may change to meet demands. If this occurs, Paws Plus will inform active clients of any price changes in writing within plenty of notice (2 weeks minimum) and The Clients will be given the opportunity to reconsider their agreement with the business.

2c. Emergency Situations

As stated in the ‘Pet Sitting Contract’, The Sitter will immediately attempt to contact the Owner for advice and/ or confirmation on how they wish to deal with said situation. If The Owner is unreachable, the Sitter may provide basic first aid and/ or transport the pet to the vet or emergency clinic and may accept treatment on the Owner's behalf. The health and wellbeing of the pet is in The Sitters best interest and is the top priority. Specific details can be found on the ‘Pet Sitting Contract’ and ‘Veterinary Release Form’.

2d. Medical Information

Upon signing the ‘Pet Sitting Contract’, further information must be gathered for the health and wellbeing of the pet. The ‘Veterinary Release Form’ and ‘Pet and Owners Information Sheet’ must be completed to ensure suitable care is given to the pet while in The Sitters immediate care. It is The Owners responsibility to provide detailed and correct information regarding the pet and their medical history, current medications and vaccination records.

If the pet is currently on any medication or dietary requirements, The Owner must visually show and write detailed instructions for The Sitter to comply to, and both parties must sign that they understand and agree to the administration of the specified commitment.

2e. Liability and Indemnification

The Sitter is not liable for property damage, pet loss, or mishaps if others have property access. The sitter is not liable for property damage or mishaps caused by the pet and is released from related expenses. The Sitter is not liable for incidents involving pets with unsupervised outdoor access. The Owner is responsible for medical expenses and damages caused by their pet. The Sitter is released from liability for pet transport, medical treatment, or related expenses.

2f. Key handling and Sensitive Information

Client keys entrusted to The Sitter will be kept in a lock-box at The Sitters’ Address and in a separate lock-box or secured, locked pouch during transportation. Each key will be labelled with the client's name only. All other sensitive client information will be kept in paper form in a secure filing system at The Sitters’ address and as a digital version on The Sitters’ Devices via a password protected google drive account.

2g. Cleanliness

The Sitter will follow advice from the owner on the level of which their dog should stay clean during their visits. If there is a chance that the pet may get excessively dirty or wet, for example, by having access to the garden during the duration of the pet-sit, the owner will be warned beforehand. If the pet happens to accidentally ‘dirty’ the Sitter will notify the owner and do their best to clean and dry the pet before finishing their visit (using wipes, towels, bath etc.), unless the owner has stated otherwise. Depending on the pet and the situation, the Sitter may not be able to clean or dry the pet fully, but if this happens, the owner will be notified of the reason.

The Sitter is not responsible for any cleaning or tasks needed on the property (Unless agreed beforehand by both parties, such as watering plants etc.) The Owner is responsible for making sure the home is clean and tidy and livable to a reasonable extent for The Sitter to use (Including usable hot water and clean bedding for overnight stays). Failure to do so may result in a termination of the contract and booking for health and safety reasons. 

2h. Communication

The Sitter will use methods such as whatsapp or email to send daily communications to the owner to update them on their pet. These may or may not include pictures and videos or casual questions that may have been missed before the booking and in the pet information sheet. The Owner is required to stay in contact with the Sitter and respond when necessary and be available and willing to take phone calls from the Sitter in case of emergencies.

2i. Feedback and Social Media

Clients should give feedback and/ or raise queries or concerns directly to the walker in writing via messaging or email. The walker will ensure they respond to their best ability as soon as convenient. If clients wish to leave a review, or comment, on the Paws Plus social media sites, they are encouraged to contact Paws Plus in writing directly to resolve any negative or false opinions beforehand. Failure to do so may result in the termination of their contract. 

Clients are given the option in their contract to allow Paws Plus to take and post pictures and videos of their pets for advertising purposes. This can include, but not limited to: flyers, business cards, posters and other signage, and social media platforms. If clients do NOT wish for their pet to be included, they must select the option on the contract AND confirm this in writing directly to Paws Plus. If a client has permitted the use of their pet in advertising but views a post or image they wish to be removed, they must contact Paws Plus directly to rectify this.

III. General Policies

3a. Insurance + DBS Check

Paws Plus Pet Service is covered by liability insurance with Protectivity Insurance. Their  Insurance covers: 

• Pet Care Services

• Dog Walking (For walking up to six dogs)

• Dog and Cat Grooming (Includes Hand Scissoring, Clipping, Wash and Blow Dry, Hand Stripping, De-Shedding, Nail Cutting, Ear Plucking & Cleaning, Anal Gland Expression) & (EMMI) Tooth Brushing.

• Dog Hydrotherapy

• Dog Training

• Pet Behaviourist

• Pet Boarding

• Pet Microchipping

• Pet Minding

• Pet Sitting

• Pet Taxi

• Pet Transportation

More details can be obtained via the Protectivity website and proof of cover can be provided upon request.

A DBS check has been payed for and provided by the government for sole trader and owner of Paws Plus Pet Service, Jasmine Harper, and has been declared CLEAR of any criminal record.

3b. Payment Terms

Compensation and payments for services provided by Paws Plus Pet Services will be detailed in invoices sent weekly via email after the last booking of the week. The Owner is responsible for paying the full amount owed within 7 days (or before the last day of the month, whichever comes first) of receiving their invoice by bank transfer to the provided account details. Failure to complete payment within the allocated time may result in a late- payment fee.

3c. Client Information and Security

Client keys entrusted to The Walker will be kept in a lock-box at The Walkers’ Address and in a separate lock-box or secured, locked pouch during transportation. Each key will be labelled with the client's, or dogs, name only. All other sensitive client information will be kept in paper form in a secure filing system at The Walkers’ address and as a digital version on The Walkers’ Devices via a password protected google drive account. Sensitive information will be kept for the duration of the services provided and until termination of the contract. Thereafter the information will be kept as an archive for 5 years. Clients can request copies of the sensitive information kept by Paws Plus Pet Services any time by emailing the request to pawsplus.pet@gmail.com. 

3d. Professionalism

Paws Plus Pet Services is the registered business name of Jasmine Harper, operating as a sole trader. Paws Plus Pet Services is committed to complying with all applicable laws and regulations and maintaining high professional standards in the delivery of all services.

3e. Discounts

Discounts and special offers can be offered at any time and clients must qualify and then be agreed upon by both the client and the owner beforehand. 

• New Client discount is offered to new clients at a rate of 25% off all dog walking services. The prices of the service then go back to full price as stated on www.pawspluspets.co.uk unless the client qualifies for a different discount.

• Senior Citizens Discount is offered at 10% off all services (does not include extra surcharges) for all primary clients (registered owners of the pet only) with valid proof of age. For over clients over 65 years of age only.

• Blue Badge Discount is offered at 10% off all services (does not include extra surcharges) for all primary clients (registered owners of the pet only) with visual proof of a valid blue badge.

• Blue Light Card Discount is offered at 10% off all services (does not include extra surcharges) for all primary clients (registered owners of the pet only) with visual proof of a valid blue light card.

• Bulk Booking Discount is offered at 10% off all services (does not include extra surcharges) for all primary clients (registered owners of the pet only). This discount only applies if the client books the equivalent of 10 days of services and pays in full at least 1 week in advance of the first service.