FAQ's
If you can’t find the answer you need, Contact Us or click the speech bubble in the bottom right hand corner for live support.
What services do you offer?
We make your life easier with our pet care services dog training, dog walking, pet-visits, and overnight care. With home visits, we also look after puppies, cats, rabbits, and other pets of all types and sizes. And we will even take your pets to their vet appointments or groomers for you.
We will collect and deliver your dog back to you too, and they always wear dog seat belts in our vehicles.
We are not yet registered for daycare/home boarding at our own premises, while we go through the application process for local authority approval, so we can only offer these services in your own home.
How do I book a service?
You can book our services through our website shop or by sending us a message or during office hours you can also use our live chat service (purple button at the bottom of the screen) it will connect you live to one of our team.
All services are payable in advance. Block booking with payment allocates our time for dog walking or training sessions to your pet for the month ahead and gives you a priority level of service. For pet visit bookings, full payment is required to secure the dates.
We do offer flexible rescheduling opportunities without charging a penalty for short-notice cancellations but we don’t refund the payment instead it is held as a credit on your account and you can rebook the service again.
Our Terms and conditions of service are available to read here.
Are you insured?
Yes, we are fully insured by Pet Plan Sanctary. Our customers are given a copy of our insurance schedule we are covered for the following:
- Public Liability (£5,000,000)
- Professional Indemnity (£100,000)
- Loss/Theft of Keys (£10,000)
- Per animal Care Custody & Control of Animals (£1,250) Custodial Responsibility (£10,000)
What are your rates?
Our rates vary depending on the type and duration of the service you need from us.
- Dog walking from £15 hour
- Dog training from £30 hour
- Pet visits (all types of pets) £15 for a 30 minute home visit, or from £50 for 24 hours.
All pet care services are payable in advance. Block booking ahead gives you a priority level of service allocating our time for dog walking or training sessions to your pet. For pet-visit bookings, full payment is required to secure the dates as we can’t provisionally book ahead.
We do offer flexible rescheduling opportunities without charging a penalty for short-notice cancellations we don’t refund the payment but it is held as a credit on your account and you can rebook the service again.
Do you offer emergency services?
Yes, we offer emergency pet sitting visits and dog walking services for our existing clients.
If you are new to us and require urgent care for your pet, we will do our best to assist you however we can. Please contact us through this form, we will respond within the hour, often sooner. Or during office hours you could also use our live chat button at the bottom of the screen.
Can you accommodate pets with special needs?
Absolutely! In fact, we have experience with a wide range of special needs, including administering medication, handling anxiety, and providing specific dietary requirements.
How do you ensure the safety and well-being of my pet?
We prioritise your pet’s safety and well-being by following strict protocols.
We also provide you with our mobile number, regular updates, and photos while we are caring for your pet.
Dogs are only socialised with others in our care with your permission.
Dogs in our care are always walked on a lead in public areas. However, we can arrange for a secure freedom field where your dog can enjoy an off-lead walk.
Even though we are insured to walk up to 6 dogs we rarely walk more than 2 to 3 dogs at any time to give them all the attention they deserve.
If your dog travels in our vehicle it will be attached to a dog seat belt and never left for any length of time, especially during hot weather.
Fresh water is provided for all dogs during walks and training.
When the temperature is going to be above 21 degrees C we will alter the times and location of our walks to ensure dogs are not at risk of heat stroke.
What do you do in case of an emergency?
In the event of an emergency, we will immediately contact you and take your pet to the nearest veterinary clinic. We will follow any specific instructions you provide for such situations. We are also first aid trained.
How do you handle behaviour issues like aggression or anxiety?
We conduct thorough risk assessments for all our activities with animals, especially those with known behavioral issues. Our experienced team handles aggression and anxiety using positive reinforcement and balanced training techniques. We create a calm environment to ensure your pet feels comfortable and secure.
Can I meet you beforehand?
Yes, we encourage meet-and-greet sessions before the first booking to ensure compatibility, learn about your pet’s quirks, and address any concerns you may have. This also gives your pet a chance to become familiar with us. We can visit you at home, and you’re very welcome to meet us with your dog for a walk too.
How often will you visit my pet?
The frequency and length of visits are agreed with you at the time of booking, so it is entirely your decision, and we will do whatever is required to meet your pet’s individual care needs. We offer multiple visit options during the day (15 minute visits are the minimum we do), to ensure your pet receives adequate care and attention. We can also provide a pet cam so we can check on them virtually between visits.
Do you provide updates?
Yes, we give you our mobile number and provide regular updates, including photos and text/whatsapp messages or emails, so you can stay informed about your pet’s well-being.
How do you handle pets from different households?
Dogs on walks in mixed groups from different homes are tested for compatibility first and we seek permission from all the owners before taking their dog out with any new dogs.
What is your cancellation policy?
Our cancellation policy varies depending on the service, it is confirmed at the time of booking in our terms and conditions. However, we are very flexible and understand that plans can change, we will do our utmost to be adaptable and helpful.
What about flea, worming and vaccinations?
Dogs in our care must be up to date with their flea and worming treatments. And fully vaccinated against Distemper, hepatitis, leptospirosis and parvovirus. We will ask to see a copy of the vaccination card at the time of your booking.
I can't see the question I need answering?
Feel free to contact us and ask anything you want to know. You can also schedule a phone chat or book a free meet-and-greet to get to know us better and learn more about our services.