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The Trusted Dog Collective ("TDC", "we", "us", "our") provides professional dog walking, dog training, daycare and home boarding services in West London.
These Terms & Conditions apply whenever you ("the client", "you", "your") book or use our services.
By making a booking, signing our Service Agreement or permitting us to provide a service, you confirm that you have read and agree to these Terms & Conditions.
Where an activity requires a licence, our services will only be provided under the appropriate local authority licence and in accordance with applicable animal welfare and licensing requirements.
Nothing in these Terms affects your statutory rights as a consumer.
Services offered by TDC may include:
The exact service, price, frequency and any client-specific arrangements will be confirmed separately.
Solo Training Walks are one-to-one, training-led sessions carried out in a real-world walking environment.
They are designed around a specific training or behavioural objective and are not intended as a general one-to-one dog walking service.
Participation in Group Adventure Walks, Local Social Walks, Day Care or Home Boarding is subject to initial and ongoing assessment.
We decide group composition carefully and reserve the right to determine whether dogs can safely and appropriately be walked, transported or cared for together.
Before accepting a dog for a service, we may require one or more of the following:
Where licensing conditions require a trial or familiarisation period, this must be completed before the relevant stay.
Acceptance following an assessment does not guarantee that a particular service or group will remain suitable indefinitely.
Dogs, behaviour and circumstances can change over time. We therefore continue to assess health, behaviour, confidence, compatibility and welfare throughout our relationship with you.
If we reasonably believe that a particular service or group is no longer suitable for your dog, we may:
Where practicable, we will explain the reason and discuss appropriate next steps with you.
All bookings are subject to availability and confirmation by TDC.
A request for a service does not constitute a confirmed booking until we have accepted it.
You are responsible for ensuring that the information supplied when booking is complete and accurate.
Regular service arrangements may be agreed separately in writing.
Current prices will either be displayed on our website or confirmed with you before the relevant booking.
Once a service and price have been agreed, the agreed service fee is payable in accordance with the relevant invoice or booking terms.
Invoices are payable within 7 days, unless otherwise agreed.
We may require payment in advance for certain services.
A deposit may be required to secure Home Boarding dates.
Where a deposit is required, the amount and payment terms will be confirmed before the booking is accepted.
Any deposit paid will form part of the total booking price and will be deducted from the final balance.
Any remaining balance must be paid before the boarding stay begins unless otherwise agreed in writing.
Where an invoice becomes overdue, we may:
We will not impose disproportionate penalties for late payment.
Where a service requires additional care, arrangements or expenditure outside the normal scope of the original booking, an additional charge may apply.
Where reasonably practicable, we will explain and agree any such charge with you before the cost is incurred.
We may review and change our prices from time to time.
Any new price will apply to future bookings or ongoing services only after reasonable notice has been provided.
A price already agreed for a confirmed booking will not be increased retrospectively unless you request and agree to a change in the service.
We understand that plans change. However, cancellations at short notice may leave a space that cannot reasonably be filled.
Cancellation charges may apply, up to the maximum amounts set out below.
Any cancellation charge will be applied fairly and will take into account:
Cancellation charges are intended to reflect reasonable loss and are not imposed as a penalty.
For cancellations made:
For cancellations made:
For cancellations made:
Where a deposit has been paid, it will be taken into account when calculating any cancellation charge or refund due.
We may need to change, shorten, relocate or cancel a service because of circumstances including:
Where we cancel a service and cannot provide a reasonable alternative, you will not be charged for that service and any payment already made for it will be refunded.
Where circumstances permit, we will give as much notice as reasonably possible.
Where a service contract is entered into online, by telephone or otherwise at a distance or away from our business premises, you may have a statutory right to cancel the contract within 14 days of entering into it.
Where you expressly request that we begin providing services during that 14-day cancellation period, you agree that:
Where a service has been fully performed during the cancellation period following your express request to begin early, and you have acknowledged that your cancellation right will be lost once the service has been fully performed, your statutory right to cancel may end once performance is complete.
Nothing in our contractual cancellation policy limits any statutory cancellation right that applies to you.
You must provide complete and accurate information about your dog before services begin.
This includes, where relevant:
You must tell us promptly if any relevant information changes.
A material failure to disclose information may result in a service being altered, suspended or ended where reasonably necessary for safety or welfare.
Dogs attending Home Boarding or Day Care must satisfy the vaccination requirements that apply under our licence and current animal welfare requirements.
We may require documentary evidence of vaccination before accepting a dog.
We may also impose reasonable additional health requirements where necessary to protect dogs in our care.
A dog must not attend if they are showing signs of a potentially contagious condition unless appropriate veterinary advice confirms that attendance is safe.
This may include:
Where we reasonably suspect an infectious illness during a stay, we may separate the dog from others, contact you and seek veterinary advice where necessary.
Females who are in season cannot normally attend:
This is necessary to protect welfare and safe group management.
If a dog comes into season unexpectedly during a stay, we will contact you or your nominated emergency contact and make appropriate arrangements.
A Solo Training Walk may be considered individually where we are satisfied that it can be provided safely and appropriately.
Entire males are not automatically excluded.
Suitability will be assessed individually, taking into account behaviour, compatibility, group dynamics and welfare.
We may modify or decline a service where hormonal behaviour creates a reasonable safety or welfare concern.
We take care when deciding which dogs are suitable to spend time together.
Relevant factors may include:
Group composition may change from time to time.
We may move a dog between groups, recommend another service or temporarily remove a dog from group activities if we reasonably believe this is necessary.
Where required, appropriate written consent will be obtained before dogs from different households are cared for together.
Where you have provided written consent, your dog may be exercised off lead where we reasonably consider it safe and appropriate.
Before allowing off-lead exercise, we may take into account:
Providing off-lead consent does not mean that your dog will always be exercised off lead.
We may use a standard lead, training lead or long line whenever we consider this safer or more appropriate.
Your dog's welfare takes priority over completing a particular route, activity or duration.
We may shorten, adapt, relocate or cancel planned exercise where we consider conditions unsuitable.
This may include:
Where appropriate, physical exercise may be replaced or supplemented with suitable enrichment, training, toileting opportunities or other activities.
You must provide accurate information about:
For Home Boarding or Day Care, you may be required to provide sufficient quantities of your dog's normal food.
We will aim to follow your dog's normal feeding routine as closely as reasonably practicable.
Dogs may be fed separately where appropriate for welfare and safety.
You must tell us in advance about any medication your dog requires.
Medication will only be administered where:
We may decline to administer medication or treatment requiring specialist procedures beyond our reasonable competence.
Where veterinary direction or owner consent is legally or professionally required, treatment will only be provided in accordance with those requirements.
You must provide:
If your dog becomes ill or injured, we will make reasonable efforts to contact you first.
If you cannot be reached, we may contact your nominated emergency contact.
Where veterinary care is required, you authorise us to seek treatment from:
Where immediate treatment is reasonably necessary to protect your dog's life, prevent unnecessary suffering or stabilise an emergency, you authorise us to obtain such treatment if neither you nor your emergency contact can be reached in time.
Where treatment is not urgent, we will seek your approval before incurring significant veterinary expenditure wherever reasonably practicable.
Veterinary fees and associated reasonable costs may remain your responsibility, except to the extent that the need for treatment arose because of our negligence or breach of duty.
We will take reasonable care and precautions when handling, walking, transporting and supervising dogs.
However, dogs are living animals and some ordinary risks cannot be completely eliminated.
These may include:
Your acceptance of the ordinary risks associated with dog care does not remove our responsibility to provide services with reasonable care and skill.
We will provide our services with reasonable care and skill.
Nothing in these Terms excludes or limits liability where it would be unlawful to do so.
In particular, nothing in these Terms limits any statutory consumer right or any liability that cannot legally be excluded.
Subject to those rights, we will not be responsible for loss, injury or damage to the extent that it results from:
You may be required to reimburse reasonable costs arising from damage caused by your dog where the damage was not caused or materially contributed to by our negligence or failure to exercise reasonable care.
This may include reasonable damage to:
Where practicable, we will:
Nothing in this clause affects your statutory rights.
Where transport forms part of a service, dogs will be transported using suitable and secure arrangements appropriate to the dog and vehicle.
This may include appropriately fitted crates, restraints or other suitable safety equipment.
Dogs may travel alongside compatible dogs.
Collection and drop-off times are approximate and may be affected by:
We may alter a route or timing where reasonably necessary.
We may decline or suspend transport where we reasonably believe a dog cannot be transported safely.
Where collection and drop-off are included in a service, the expected arrangement will be agreed with you.
Collection and return times are approximate rather than guaranteed exact times unless expressly agreed otherwise.
You must provide safe and reasonable access to the dog at the agreed collection point.
You must notify us in advance of any access change that could prevent us from providing the service.
Where you provide keys, access codes or another means of entering your property, you authorise us to use them only for purposes connected with providing the agreed service.
We will take reasonable care of keys, access information and the security of your property.
You must tell us about:
We are not responsible for loss or damage unless caused by our failure to exercise reasonable care.
Any collar, harness, lead, coat or other equipment supplied by you must be safe, properly fitted and in reasonable condition.
We may use our own appropriate safety equipment, including long lines or alternative leads, where we consider this necessary.
If we identify equipment that we reasonably consider unsafe or unsuitable, we may ask you to replace it before continuing the relevant service.
Where you have chosen to collect your dog yourself, collection must take place within the agreed time window.
We understand that occasional delays occur and ask that you contact us as soon as possible if you are running late.
A delay of up to 30 minutes will not normally incur an additional charge.
After that period, an additional care charge of up to £15 per hour or part of an hour may apply where additional supervision and care is required.
If your dog has to remain with us overnight because they have not been collected, the applicable Home Boarding rate may also apply.
Where reasonably practicable, we will explain any additional charge to you before it is incurred.
If your dog is not collected as agreed and we cannot reach you, we will attempt to contact your nominated emergency contact.
Until suitable arrangements can be made, we will continue to take reasonable steps to safeguard and care for your dog.
Where neither you nor your emergency contact can be reached for a prolonged period, we may seek appropriate advice or assistance from a veterinary professional, local authority or recognised animal welfare organisation.
You may be responsible for reasonable additional care, veterinary and associated costs arising from a failure to collect, except to the extent that those costs result from our negligence or breach of duty.
We use positive, force-free training methods.
Training outcomes cannot be guaranteed.
Progress may be affected by factors including:
Training advice is not a substitute for veterinary advice.
Where we reasonably believe that a behavioural concern may have a medical cause, or falls outside the appropriate scope of our training service, we may recommend that you consult a veterinary professional or suitably qualified clinical behaviour professional.
Either you or TDC may end an ongoing service arrangement by giving reasonable notice.
We may suspend or end a service immediately where there are serious grounds to do so, including:
Where safe and practicable, we will explain the reason.
Where we end a confirmed service for reasons that are not caused by you and no alternative is provided, any relevant prepayment for services not supplied will be refunded.
We may photograph or record dogs while providing our services for purposes including:
Consent for public use of images will be recorded separately through our client onboarding or Service Agreement documentation.
If you do not consent to your dog appearing publicly, we will respect that preference.
We process personal information in accordance with applicable UK data protection law.
Personal information may be used where necessary for purposes including:
Our Privacy Notice will explain in more detail:
We do not sell client personal information.
We want clients to raise concerns directly with us so that we have an opportunity to investigate and resolve them.
Complaints should be submitted in writing using our published business email address.
We aim to:
Where reasonably practicable, a complaint will be reviewed by a founder who was not directly involved in the matter giving rise to the complaint.
Where more time is reasonably required to investigate, we will tell you and keep you updated.
Nothing in this complaints procedure affects your statutory rights.
We are not responsible for a failure or delay in providing a service where this is caused by circumstances genuinely outside our reasonable control.
Examples may include:
Where this happens, we will contact you as soon as reasonably practicable and, where possible, offer a reasonable alternative.
If we cannot provide the affected service, you will not be charged for that service or any relevant prepayment will be refunded.
We may update these Terms from time to time.
Where a change materially affects an existing booking or ongoing service arrangement, we will give reasonable notice before the change takes effect.
The version of these Terms made available when a booking is confirmed will apply to that booking unless:
If any provision of these Terms is found to be unlawful, invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.
If either party does not immediately enforce a right under these Terms, this does not mean that the right has been waived.
These Terms are governed by the laws of England and Wales.
Nothing in these Terms prevents a consumer from relying on any mandatory legal rights or protections available to them.
By booking or using a TDC service, you confirm that:
The Trusted Dog Collective
Email: [BUSINESS EMAIL]
Telephone: [BUSINESS TELEPHONE]
Registered company name: [LEGAL COMPANY NAME]
Company number: [COMPANY NUMBER]
Registered office: [REGISTERED OFFICE ADDRESS]