Terms and Conditions
By using the services of Walking Miles Limited you agree to the following Terms and Conditions.
At all times Walking Miles Limited and it's staff will always behave in an appropriate manner and conduct it's duties in accordance with current legislation and take guidance from ANY outside organisations including the Local Authority, DEFRA, PIF and CFSG.
The welfare and care of animals is always our priority, as well as ensuring that all animals are able to live a happy life and live free of pain, suffering, injury and disease.
Walking Miles Limited aims to provide a 'Home from Home' Boarding experience to all the dogs in our care and all dogs are treated as if they are our own.
(Please Note these Terms and Conditions may have been updated regularly in accordance with COVID-19 restrictions and may need further updating)
CONSULTATION:
- ALL Customers wishing to use the services of Walking Miles Limited MUST complete a consultation. Primarily this takes place either by email exchange or by telephone to assess the suitability of services.
- If a mutual agreement has been made to continue with services then an email is taken and the customer is directed to the 'Online Portal' provided by PetSitter Plus, where they are required to fill out ALL details including Microchip Number, Vaccination records, Medical history and Medications as well as a current Emergency Contact who must be happy to be contacted in the event of an emergency - please note this must be someone who will be contactable.
- Only after ALL of the online forms are filled in does a 'Meet and Greet' (Familiarisation) Session take place at a time and date to suit.
ONLINE PORTAL:
- The Online Portal can be accessed here. You will be granted access after initial Consultation only.
- The Online Portal is for current customers of Walking Miles Ltd.
- Walking Miles ltd does not hold any 'Login' details for any client, your details (including log in, username or password) are completely confidential.
- It is YOUR responsibility as the customer to make sure that all details are kept up to date and correct, including Address, Vaccination and Emergency Contact details.
- Walking Miles accepts no responsibility for incorrect information provided by a customer.
- Customers can access ALL of their information and change/update at the owners convenience.
- Employees of Walking Miles Ltd are able to see information provided by the customer, however they cannot change any information and are only able to see details such as address. Only the pet owner and Emma can change personal/booking information.
- NO BOOKINGS FOR HOME BOARDING OR DAYCARE WILL BE ACCEPTED VIA THE ONLINE PORTAL (This option is not selectable for customers and therefore must not be booked under any other service. Our Home Boarding and Daycare services are bookable by contacting Emma Directly on 07545 325338)
WALKING:
- Customers are invited to book their own walks via the online 'Customer Portal' here.
- We do not charge for extras such as Poo Bags, Treats etc. However if you prefer to supply your own we are always grateful.
- Dogs are picked up between 9am and 2pm, however please be mindful that some situations are out of our control, and as much as we try to stay to routine sometimes factors such as weather, van breakdowns, issues with dogs can cause delays.
- We DO NOT offer a specific time to ANYONE for walking.
- As a general rule we are in Corby in the mornings and Oundle in the afternoons. We cannot provide walks in Corby in the afternoon and we cannot offer morning walks in Oundle.
- We offer walks in the countryside 99% of the time, however there may be times when we have to walk your dog from home. This is usually when the weather is very poor and wet.
- When raining we do ask that you provide suitable materials for drying dogs. We are happy to towel dry your dog, but we are not equipped to fully dry your dog.
- PLEASE NOTE: We walk in the countryside, the countryside has mud, water and nature 'smells'. While we will try our best to avoid bringing home a 'caked' dog, we encourage our dogs to enjoy their walks. If you do not want your dog to be mucky, you must let us know before we start walking, preferably before 8am so that we can make any changes to walks.
- All dogs are required to have a well fitting Collar with an Identification tag. This is a requirement by law and any dog without appropriate Identification will be refused walks.
- Any female that comes into season will not be walked for 3 weeks once reported to Walking Miles. This is to protect your bitch from attracting unwanted attention from other dogs. Failure to report a season to Walking Miles will result in services being terminated immediately.
- In the unlikely event that your dog runs off during a walk we will in the first instance contact you as the owner, we will take all steps necessary to ensure the safe return of your dog, including contacting other local dog walkers and the Dog Warden.
- If your dog becomes ill or injured while on a walk we will contact you as the owner first, then take appropriate steps to administer first aid and transport to a veterinary surgeon if required/requested. All Walking Miles Ltd Employees are Canine First aid Trained and carry a fully stocked First Aid Kit within their vehicles.
- If your dog is struggling with an injury or illness and requires a shorter walk, please let us know so that we can tailor your dogs walk accordingly.
- We do not walk any dogs showing any signs of illness or injury without having a detailed discussion with owners, if we arrive and find your dog is ill or injured, we will conduct a visit and the service will be charged as the original service requested.
WALKING (CANCELLATIONS):
- At least 48 hrs notice is required for cancelling walks, failure to provide notice will incur service charges as normal.
- A bitch in season cannot be walked for 3 weeks from the date it is reported to Walking Miles. All charges are payable for the booked period.
- In the unlikely event that Walking Miles needs to cancel your scheduled walks, charges will not be applied or you will be credited for services.
WALKING (PAYMENTS):
- When first starting services all customers are required to pay up front for services, at the time of booking..
- Invoices for services are sent via email and are payable upon receipt.
- Failure to pay will result in no services being provided.
- If payment is not received within 14 days of invoice date, we will make a court claim for any money owed, including the fees and any interest accrued.
- Payments can be made either by Cash, Bank Transfer or Credit/Debit Card (by arrangement only, incurs an additional fee). Bank Transfer is always preferable and the Invoice Number should be used as your reference.
- For any customers who pay in 'arrears', invoices are sent on the 20th of every month via email and are payable immediately.
FAMILIARISATION SESSIONS (BOARDING):
- All customers must attend at least 1 familiarisation session with Emma (and possibly the rest of the family), during this session (normally lasting 1-2 hours) we encourage the owner to stay with their dog for the first part, to check that all information supplied is correct, check proof of vaccinations and so they can see where their dog(s) will be staying.
- Once an owner is happy, we then ask that they leave the dog(s) with us for a period of time so that we can see what they are like without their owner.
- During this time we offer enrichment, playtime and calm time, while allowing them to explore the house and garden.
- We may also take the dog(s) on a small walk around the village if the owner is happy for us to do so and we have other dogs.
- When we have other dogs present, we will always do introductions at our pace. Please do not ask for us to let dogs out of a designated space or attempt to approach any other dog in our care without our permission.
- We politely request that NO children are brought to these sessions. As a licensed establishment we do not allow children under 5 years old without prior instruction. This is to protect the dogs in our care and there really is no need whatsoever to bring children here.
- All boarding customers are required to do a trial night prior to any stay, to rate their suitability to our services. This is chargeable and non negotiable.
BOARDING (BOOKING):
- ALL Boarding booking MUST be requested directly through Emma, NO booking will be accepted by the Online Portal
- A £100 NON-REFUNDABLE deposit is payable for ALL boarding bookings over £100, any bookings under £100 are requested to pay the full amount as deposit.
- No Booking is confirmed until deposit is paid
- If No deposit is paid within 7 days any booking will be removed from the diary, no exceptions. This may also affect your future bookings.
- Please note we do not charge 'per night' but per DAY (midnight to midnight)
- Earliest drop off is 7:30am and latest pick up is 7pm. This allows us enough time to get dogs fed, exercised and settled before the day starts and after the day ends. Any exceptions are at our discretion.
BOARDING (PAYMENTS)
- A NON-REFUNDABLE deposit is payable for ALL Boarding bookings.
- If, after 7 days no deposit has been paid, your booking will be removed from our diary, no exceptions.
- Christmas Day, New Years Eve and New Years Day are NON-REFUNDABLE
- From January 2023, Bank Holidays and Christmas Day, Boxing Day, New Years Eve and New Years Day will be chargeable at DOUBLE the standard rate.
- All remaining balances must be made in full at least 1 full week before Boarding is to take place.
BOARDING (CANCELLATIONS):
- All boarding cancellations must be put in writing to Emma directly.
- Refunds/credit will only be given where at least 7 full days notice has been given, and at the discretion of Emma.
- No Refunds/credit will be given for Christmas Day, Boxing Day, New Years Eve or New Years day.
- Customers who repeatedly book and cancel will have bookings restricted, especially in peak times, including Summer and Festive periods.
- Where no notice is given or Customer doesn't show for an appointment, payment in full will be required and if necessary, a Debt Collection Agency may be instructed to collect any monies due. Failing this we will make a Small Court Claim which could result in additional fees and interest being added to your account.
- In the event that a boarding needs to be cancelled midway through, no refund will be given .
All dog owners are asked to provide the following for their dogs stay:
- Food
- Collar (with Identity tag)
- Lead
- Bowl (especially if a ceramic bowl is normally used)
- Bed (please don't wash your dogs bed, we really don't mind if you think its smelly, to your dog it smells like home)
- Treats
- Vaccination Card
- Grooming materials (some dogs need a daily brush and comb)
FOOD AND WATER:
All dogs staying with Walking Miles Limited are expected to provide adequate supplies of their own food, in the original packaging. We do not have massive storage facilities so please do not provide excessive amounts of food. Walking Miles Limited do not hold a surplus supply of food unless by special request.
If needed we will source additional supplies of a dogs' food but this will be charged at the RRP plus 10% surcharge.
Fresh Drinking Water is ALWAYS available, both inside and outside. You are not required to provide a water bowl.
DAYCARE (BOOKING):
- ALL Daycare bookings are to be made directly with Emma on 07545 325338 or by emailing info@walkingmiles.co.uk
- NO BOOKINGS SHALL BE ACCEPTED VIA PetSitter Plus Software.
DAYCARE:
- Normal Daycare hours are 8am to 6pm
- Customers may arrange with Emma to arrive before 8am BUT no earlier than 7:30am in any circumstance.
- All dogs are expected to be wearing a well fitting collar and supply a lead in good condition.
- All collars MUST have an Identification Tag on.
- Dogs are NOT permitted to wear a harness instead of a collar as this could cause issues with their coat and or comfort. If you do not supply a collar then we will supply one on a rental basis and the charge will be £5 per dog per day.
- Customers are expected to be punctual when dropping off and collecting. Please arrive when you say that you will or extra charges will apply.
DAYCARE (PAYMENTS):
- All Daycare is charged at the time of booking, or in advance monthly.
- All Payments are to be made promptly and BEFORE services commence.
- NON Payment will result in services not being provided.
BOOKINGS;
Bookings are primarily made through the PetSitter Plus ‘customer portal’. Access is granted once initial contact has been made and initial agreement to provide services.
No Home Boarding bookings are reserved or ‘pencilled in’ without a deposit being paid.
When using the ‘Online Portal’ customers are reminded that any services are purely requests until confirmed via email, and invoice is sent to confirm the booking and price.
Invoices are due for payment upon issuing and Payment terms can be found on each individual invoice.
DAMAGE AND DESTRUCTION OF PROPERTY:
All dogs are expected to well mannered and non-destructive.
At Walking Miles Limited, we will always do whatever we can to make sure that damages do not happen, but we do realise that some are pure accident.
Any and all damage to our property is payable by the owner.
All damages will be reported as soon as they occur or upon owners return and must be paid for within 21 days.
Failure to pay for damages will result in the charges being passed over to the Small Claims Court and owners will be liable for any fees and interest. This action could also result in owner receiving a CCJ.
If damage is due to a dog suffering with undisclosed Separation Anxiety, we will end the booking and refuse all future bookings.
Walking Miles Limited does not accept dogs with extreme Separation Anxiety. First and foremost, this is a family home and although we are happy to adjust sleeping arrangements to help accommodate dogs, meaning that we may choose to sleep downstairs with your dogs if needed.
We do not allow dogs into our bedrooms to sleep.
If a Bitch comes into season and is due for boarding in the 4 weeks BEFORE, then all fees are payable and non-transferable. We are happy to board a bitch in season however owners must make staff aware of any extra care their dog may need.
We will not board a bitch in season with any other dog from any other household.
If a bitch does come into season whilst boarding, owners will be informed immediately and measures to be taken to prevent mating, including separate walks in safe open spaces with minimal contact with any other dog.
A bitch displaying symptoms of (or diagnosed with) a phantom pregnancy cannot be boarded. This is a very stressful situation for your dog and as a mixed household licence holder we do resreve the right to refuse boarding to minimise stress for your dog.
Walking Miles Limited is a responsible home boarder and we take this responsibility very seriously.
Bookings between March and September for Home Boarding are non-refundable and non-transferable in the case of sickness, holiday cancellation or a bitch coming into season, apart from in exceptional circumstances which will be assessed by Walking Miles Limited. Owners are politely reminded that they MUST inform Walking Miles Limited of ANY and ALL medical issues, including making sure that all animals are registered with a Veterinary Surgery.
RESPONSIBILITIES:
- Every dog is is the FULL responsibility of its owner at all times.
- All dogs are required by law, to have the correct Identification
Excessive indoor urination and defaecation are not acceptable and all cleaning costs are to covered by the owner. This may include but is not exclusive to professional cleaning of carpets, upholstery, curtains, furniture and other fixtures and fittings.
Dogs under 6 months old who are attendees of Daycare and/or Home Boarding MUST supply puppy pads.
Dogs over 1 year and are not neutered will be liable for cleaning costs incurred by urination ‘marking’ within our home environment.
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