Terms & Conditions

1. Introduction

These Terms & Conditions govern the use of dog walking and care services provided by Harpenden Canine Care ("we", "us", or "our"). By creating an account and booking our services, you ("the client") agree to be bound by these terms.

2. Onboarding & Assessment

All new clients must complete an onboarding questionnaire and attend a meet & greet session before any walks commence. Following the meet & greet, two assessment walks are required to ensure your dog is comfortable and suitable for our services. We reserve the right to decline or suspend services if a dog is deemed unsuitable for group or solo walks.

3. Bookings & Availability

Bookings are subject to availability and must be made through our online booking system. Walks can be booked for the current and following month only. We operate a priority booking window of 48 hours for regular clients. We reserve the right to cancel or reschedule walks due to adverse weather conditions, emergencies, or circumstances beyond our control.

4. Payments & Credits

Payments can be made by credit/debit card (Stripe) or using your account credit balance. Credit top-ups are non-refundable, except where otherwise stated in our cancellation policy. All prices are displayed in GBP and include applicable taxes. Credit balances are linked to your account and are non-transferable. Credit balances expire 12 months from the date of the last top-up or transaction. Where a refund is due under our cancellation policy, this will normally be added to your account as credit. If you would prefer the refundable amount to be returned to your original payment method, please contact us to request a refund. Refunds to the original payment method are processed manually and may take a few working days to appear in your account.

5. Cancellation Policy

Cancellations made more than 24 hours before the scheduled walk will be fully refunded as account credit. Cancellations made within 24 hours of the scheduled walk will incur a 50% cancellation fee, with the remaining 50% automatically added to your account as credit to use towards a future walk. No-shows will be charged in full. If we need to cancel a walk due to adverse weather or an emergency, you will receive a full credit refund.

6. Dog Health & Behaviour

Clients must ensure their dog is up to date with all required vaccinations before commencing walks. Any medical conditions, medications, allergies, or behavioural issues must be disclosed during onboarding and updated promptly if they change. We reserve the right to refuse to walk a dog that exhibits aggressive behaviour that poses a risk to other dogs, the public, or our staff. In such cases, services may be suspended and the client will be notified.

7. Liability

We take every precaution to ensure the safety of your dog. However, we are not liable for any illness, injury, or loss that may occur during walks, except where caused by our negligence. We are not liable for any pre-existing conditions or behavioural issues not disclosed to us. Clients are responsible for ensuring their dog's collar, harness, and lead are in good working condition.

8. Loyalty Rewards

We operate a loyalty programme that rewards regular clients with complimentary walks after a set number of completed walks. Loyalty rewards are non-transferable, have no cash value, and may be modified or discontinued at our discretion.

9. Account Termination

We reserve the right to suspend or terminate your account if you breach these Terms & Conditions or if we determine that continued service is not in the best interest of your dog, other dogs, or our staff. You may request account deletion at any time, which will permanently purge all associated data.

10. Changes to Terms

We may update these Terms & Conditions from time to time. Clients will be notified of significant changes. Continued use of our services after changes constitutes acceptance of the updated terms.

11. Contact

If you have any questions about these Terms & Conditions, please contact us at hello@harpendencaninecare.co.uk.