Terms and Conditions 2018-08-06T16:00:33+01:00

Dog Training Policy

Our training is based on the kindest, most effective, non-punitive methods. We carefully design and structure our training Programmes to be the best they can for dog and owner. We hope you enjoy training as much as we do instructing!

These policies are written in the interest of safety, responsibility and care for owners and dogs.

  1. Harsh handling is not permitted. I have a complete ban on choke chains and other coercive or punitive techniques, in accordance with the APDT Code of Practice.
  1. Owners are expected to clean up after their dogs when in public places. All dogs must be kept under control and on leash in public areas, (off leash only where specifically instructed by Jo.) We are there to help but you are responsible for the conduct of your dog at all times.
  1. Refunds cannot be given after your Training Programme has started, except in exceptional circumstances – as decided by Jo. I cannot accept responsibility for loss, injury or damage to person or property.
  1. Children are very welcome to attend the training sessions – indeed they are often the best handlers! However, for the sake of safety and consistency in training, young people under the age of 16 MUST be with an adult at all times. Parents might wish to sit down with their children before their training session to explain how important it is for them to listen and be involved.
  1. If training in public areas, all dogs should be wormed and protected by vaccinations as advised by their Vet. Please let me know in advance if your dog is not in a fit state to train due to disease, injury or any other reason.
  1. Payment is required before your first session. Payment can be made by BACS, Card or Cash prior to your first session or on the day of your training session. An invoice can be issued upon request.
  1. Cancellation Policy: I hope you won’t have to cancel. However, if you are unable to keep the scheduled appointment, notice via phone or email is required 48 hours prior to the appointment. The full cost will be charged for non-appearance or cancellation if less than 48 hours notice is given.

Dog Training Terms

By placing a booking with Pippin Pets Dog Training, you are deemed to have read, understood and accepted our terms and conditions.

Training & Consultations

Please keep dogs on leads at all times in public places unless otherwise directed by your trainer. You are responsible for the behaviour and actions of your dog during training at all times and are required to clean up after your dog in public spaces.

If training in public spaces, please respect the personal space of other dogs and ensure you stand at an appropriate distance until your trainer advises the correct social introductions. You must follow instructions at all times- these may be given for your and your pet’s safety.

Equipment advised for use by Jo Sellers, Pippin Pets Dog Training, is designed for dog use only and Pippin Pets Dog Training takes no responsibility for injury, loss or damages that may occur when equipment is in use. Equipment recommendations are designed to give you and your dog the best chance to succeed; for your information, we favour front-leading body harnesses or gentle-leading headcollars.

It is your responsibility to ensure your dog is fit and healthy to take part in training. Your dog must be fully vaccinated and not suffering from any infectious disease that could be transmitted to any other dogs. If in doubt about your dog’s health, please consult a veterinarian. Please inform your trainer before your training session if your dog has a health issue or if your bitch is in season. Depending on type of training and/or location, you may not be able to participate in sessions.

We use reward-based training; therefore, you agree to permit the use of treats and toys where appropriate and as required by your trainer. If your dog has a favourite treat or toy, please ensure you let your trainer know!

Harsh handling will not be allowed in accordance with the APDT Code of Practice. Your trainer reserves the right to request any persons to leave the premises or cease the session if they are abusive to any other person or dog. We do not allow prong or choke chain collars, prong collars, e-collars, spray collars, ultrasonic collars, vibrating correction collars, slip leads or extendable leads. We do not allow the use of pet corrector sprays, rattle cans or discs during sessions. Every dog will require a short, regular lead for use during training sessions. If you would like any help with selecting equipment, please let your trainer know.

Family members are always welcome in classes and 1-2-1 training, however, all children under 16 MUST be accompanied by an adult.

Bookings, Payments & Cancellations

Payment of fees should be made at the time of placing a booking via BACS, or at the first session by cash or card. Failure to make payment will result in the booking being cancelled.

Cancellations: If you are unable to keep the appointment scheduled, or any subsequent sessions confirmed via email or other means, notice via email or phone call to the details listed on your confirmation is required 48 hours prior to the appointment. The full cost will be charged for non-appearance or cancellation if less than 48 hours’ notice is given.

Transfers to alternative dates can be requested if more than 48 hours in advance and are subject to availability. Pippin Pets Dog Training is not obliged to ensure suitable alternatives are available nor can a guarantee be made.

All consultations/sessions will be subject to an additional mileage charge at £0.45ppm for travel further than a 10-mile radius from Chilworth, Surrey. If Pippin Pets Dog Training agrees to travel outside of the normal areas covered as detailed on our website, an additional hourly fee of £25ph is chargeable when travel is more than 1 hour per visit.

Data Protection

The information on your booking form will only be used as a record of you and your dog, and to contact you in relation to dog training activities and will not be passed on to any third parties.

We send out an occasional email newsletter which we would encourage you to opt in to receiving to find out about future training. If you do not wish to receive this please unsubscribe from the newsletter by sending an email to info@pippinpetservices.co.uk.

Photo Release

You give Pippin Pets Dog Training permission to publish in print, electronic, or video format the likeness or image of you and/or your dog. You release all claims against Pippin Pets Dog Training with respect to privacy rights, publicity rights, copyright ownership and publication, including any claim for compensation related to use of the materials.

Advice

The information and any treatment suggested consists of Jo Sellers, Pippin Pets Dog Training’s personal views and are based on the information given by the client or person responsible for the animal(s) and or Pippin Pets Dog Training’s own conclusions, resulting from personally gained evidence of the animal and the related behavioural or training problem. These methods are based on the most modern, up-to-date and ethical training practices.

Treatment plans, for the most part, will not be successful overnight and require a good deal of consistency, practice and patience. Pippin Pets Dog Training can never guarantee results, as each pet is an individual, nor is it possible to foresee if another problem may arise as a result of the treatment. All programs are specific to your pet and should not be used with any other pet. As part of your dog’s training program, we may require advice from your vet and/or veterinary treatment. Pippin Pets Dog Training encourages clients to contact their veterinary surgeon prior to putting the actions into effect.

Whilst your trainer strives to avoid changes and/or cancellations, Pippin Pets Dog Training reserves the right to cancel or change an appointment at any time by notice with immediate effect, without cause. Your booked sessions will be rescheduled at the next available opportunity or a refund issued for any sessions missed if this is not possible.

Terms & Conditions Of Pet Care And Dog Walking

Initial Consultation

Prior to commencing any form of care, we will require an Initial Consultation at your home. This is £10.00 and usually takes around 1 hour. You will need to book in a Consultation by contacting us via email along with your required services- in some cases, we must have completed our initial meeting before we can accept requests for services, especially if you or your pet have special requirements.

Booking Requests, Confirmation & Cancellation:

Whilst we do our utmost to meet every care requirement, we cannot guarantee that we will be able to meet your needs.  Please contact us to enquire about our availability for these services. If you do not receive a confirmation, the pet’s care is not confirmed/booked in.

We cannot be held responsible for scheduling errors or for failure to request care as required, including presumption of care despite no requests being made,. Cancellations and/or changes must be made via email or text message.

We ask for 48 hours’ notice of cancellation to confirmed bookings. Should we arrive to an appointment for which the Pet Owner has failed to cancel, the full rate will be charged. Should we be unable to access your home for a booked appointment (due to a locked gate/keys left in a door etc.), we will contact you and/or your alternative/emergency contact. Should we be unable to get hold of the Pet Owner or other contacts, we must leave the property and continue with our schedule. The full rate will be charged. Whilst we will await further contact, we may be unable to provide the service and/or an alternative once the appointment time has passed, but will do our utmost to help. For all scenarios above, we may use our discretion in situations that we deem to be extenuating.

If you should have any problems, please email us on info@pippinpetservices.co.uk or call 07733463422 and we’ll help right away.

Appointment Times

Appointment times for all Services are given as a guide only. For Pet Owners that have given us a less specific time requirement and are happy with ‘lunchtime’ hours, we may collect your dog as early as 11.00am, or as late as 2pm, especially in adverse weather conditions.  We will advise you if the walk is not around the usual lunch time, so that you can make arrangements if your pet will be left home for a longer period than expected.

For Cat and Small Pet Visits, our window of time is wider, (between 7.30am-10.30am or 5.00pm-8.30pm, for example). You may wish to note a firmer time preference when making your care requests; we’ll do all we can to help.

In some situations, care cancellations made by us may be unavoidable, as emergency situations are unable to be foreseen. For Dog Walking, Comfort/Small Pet or any other visits to/in the Pet Owner’s home that we have had to cancel due to emergency situations, which may include inclement weather, vehicle breakdowns, staff illness and Pet Emergencies (this list is not exhaustive), we will always try to find a best possible scenario- ensuring, at least, a toilet break for your pet or a visit from a different member of our team. We cannot guarantee that this will be at a time or for a duration alike the original booking.

Dog Behaviour

For all Services, we can only accept Dogs whose behaviour is generally good, with no aggression or severe behavioural abnormalities. On the registration form you are required to disclose information regarding your dog’s behaviour and history, including incidents of aggression; please ensure to be as honest as possible so that we can make an informed decision about their care. This is to protect other Dogs in our care and ensure that we can place Dogs together for their benefit, where applicable. Should your dog demonstrate any aggression or display body language that gives cause for concern during an initial consultation, please be aware that we will be unable to provide care for them.

We treat the first four weeks with any new Dog as a ‘trial’ period. We will be honest and fair about your dog’s behaviour and will indicate any concerns that arise over the trial period. At the end of this time, we will make a final decision as to whether we can continue to provide care.

Whether during a trial period or at any point of continuation, if we feel that a dog is unhappy, uncomfortable/stressed or unsuited to the type of Service, we may have to cancel care or change original arrangements. Additionally, if a Dog’s behaviour becomes difficult at any time, so much so that it is interfering with the safety of our Walks, putting our team members at risk, affecting the enjoyment of other Dogs in our care, or if they are not getting on with other Dogs in group walks (initial introductions considered), we may have to change arrangements. We will always try to work with you to make improvements or accommodations as far as possible, but if we are unable to accommodate this, we must cancel care. We cannot be held responsible for any resulting financial loss or other difficulties associated with the cancellation of Pet Care and cannot issue refunds in any such scenarios.

Should a pet in our care accidently cause or inflict injury, harm or loss of life of another pet (whether- or not- the inflicted pet is owned by a Client of Pippin Pet Services), the Owner of the pet responsible accepts full liability for all fees and/or compensation due to the affected owner and/or Veterinary Practice and/or to Pippin Pet Services. We will not be held liable.

Where we have agreed to take on a dog with known behavioural issues or abnormalities, we reserve the right to discontinue care at any time if safety of staff or safety of other pets is compromised and cannot be held liable for accident, injury, harm or loss of life.

Dog Cleanliness

Following walks, we pledge to leave your dog in a clean and comfortable condition as much as possible.  If your dog must be left in a different area of your home upon departure due to being wet or slightly dirty, please indicate this to us. Please ensure that this alternative area is practical and ideally, hard-floored. Whilst we will always do our best to ensure thorough cleaning as far as possible, we cannot be responsible for any damage or spoiling that occurs to any home contents or furniture as a result of your dog becoming muddy or rolling on their walks.

Entire (Uncastrated) Dogs & Unspayed Females

Whilst we have no restrictions for providing care to uncastrated/entire male dogs, we do have limits to the number that we can accept into our group walks. Mounting/humping and excessive sniffing that may present in adolescent entire male dogs can cause disruption in our group walks and to the comfort of the other dogs. Please be aware that should any issues continue or stress be caused to other dogs in our care, and/or be kept on a lead if they are usually off-lead. The Pet Owner understands that undertaking walks with us for an entire male dog is at their own risk; we cannot be held responsible for any locking or accidental pregnancy. If we are unable to accommodate changes to the service type or if a dog’s hormonal behaviour continues to cause problems on group or private walks, we may cancel care.

Please note that we cannot accept female dogs in season for any care apart from Home Comfort Visits, and recommend that group walks are postponed until 4 weeks post-season. We also recommend that bathing is implemented to ensure there is no remaining scent of her season. The Pet Owner understands that undertaking walks with us during or shortly following a season is at their dog’s own risk; we cannot be held responsible for any locking or accidental pregnancy.

Off-Lead Walking

If you give permission for your dog to be walked off-lead, this needs to be firmly indicated in the appropriate sections on your registration form and this will be talked over during your Initial Consultation. We also ask for description of your dog’s recall ability and of words your dog/s understand. If these preferences change at any time, it is the Pet Owner’s responsibility to ensure that we have been informed via email or phone call. It is also the Pet Owner’s responsibility to ensure that the questions on our registration are completed correctly and are always accurate, including updating these details should preferences change. We will not be held responsible for any accident or injury caused by letting your dog off-lead, or other problems such as them straying if you have given us permission to let them off-lead, or if circumstances have caused the accidental or deliberate release of your dog.

Cats And Small Pets

For all Cat Feeding Visits and Small Pets Visits requiring our attendance to your home, we pledge to clean out litter trays, hutches or cages regularly and as specified, leaving them in a clean and useable condition, and disposing of the waste as instructed. We will always ensure that we leave your pet with a full water bowl or bottle and ensure that their food is topped up and/or refreshed as instructed. Requested home checks or safety measures will also be carried out and should any concerns or issues arise, we will inform the Pet Owner, designee or emergency contact as soon as possible.

Whilst we believe that it may be safer for all pets described above to be kept from free-roaming through a cat flap, indoor or outdoor run, or other means whilst the Owner is away, we appreciate that this is not the wish of every Owner. We cannot be held responsible for any harm, injury, accident or loss of life that occurs because of a pet being able to free-roam in any manner.  Should the Owner choose to keep usually free-roaming cats, poultry or other pets inside their property/caged confines during the period of care, adequate ventilation and stimulation must be considered for the pet’s welfare and to prevent stress. For Cats, we recommend talking to your Vet about Feliway/pheromone treatments should they experience stress when you are away or as a response to Sitters entering the property. Should we become concerned about the welfare or health of a pet kept confined, we will contact you.

When dealing with house Cats, or cats that we are instructed to keep indoors, as well as other small pets, we will always take the utmost care to ensure that they are unable to stray or escape from the home or from their cage/run, however, we cannot be held responsible if they escapes from the premises during any part of our entering, exiting, or whilst undertaking tasks, nor if they are injured or lose their life as a result.

Payment, Deposits & Fees:

Payment is required within 14 days of date of  the monthly invoice, or before at intervals discussed during your Consultation for regular walking clients via BACS transfer or cash.

For Pet Visits shorter than 3 days, payment is due on the first day of the booking.    For durations of 3 days or longer, the owners of the pet/s agree that a deposit of 25% be collected upon booking, if booking more than 6 weeks in advance. Deposits secure your booking, and are non-refundable. We require at least two weeks’ notice of any changes to the care, including cancellation.  If this notice period is not adhered to, a 50% charge of the overall care cost will be payable to Pippin Pet Services. 100% of the total fee will be withheld for cancellations within 24 hours.

In the instance of booking within one month of the care date, we may require full payment upon booking. The Owner must provide 7 days’ notice of any cancellation of the care. A 50% fee will be withheld should the care be cancelled less than 7 days before the intended start date. 100% of the total fee will be withheld for cancellations within 24 hours.

Failure to pay a remaining balance will result in termination of the booking. 

Keys:

All new Clients will be required to issue us with a key. We can either collect this during your Initial Consultation or arrange another convenient time. One free, separate key collection is included with your Consultation. Keys are colour coded and tagged with the Pet name only.

Most Clients choose to leave keys in our possession for ease of booking, but please let us know if you require your keys to be returned. We prefer to collect and return keys in-person, to avoid errors and in case of emergency scenarios (such as delayed flights returning home from a holiday), though we may accept requests for keys to be delivered through the business-address letter box or returned through the Pet Owner’s letter box. The Pet Owner accepts full responsibility for any issues that may occur from key postage. Key returns and/or requests for key delivery during a home lock-out will be charged at £15.00.

Each separate key return or collection, outside of the key collection included within your Consultation, will be charged at £5.00.

Health & Wellbeing Issues:

Proof of up to date vaccinations/boosters in the form of a signed veterinary Vaccination Certificate must be presented to us prior to the commencement of any care and we will take a photograph or photocopy.  We cannot accept any pet whereby proof has not been seen- this is to protect the welfare of other pets in our care. If for any reason, you do not have proof of vaccinations or boosters, we reserve the right to contact your veterinary practice to retrieve this information, or refuse care if access to this information is not possible. We may also request to see Vaccination Certificates at any time and may carry out annual checks.

We require all pets, including cats and small animals (as applicable), to be receiving a Veterinary-prescribed flea and worm prevention or treatment every 4 weeks or as recommended by your Vet. A Veterinary Spot-on along with an additional Veterinary-prescribed worming tablet is our preferred and recommended treatment. We may not accept any pet that does not receive regular flea/worming treatments and reserve the right to cancel care if we believe a pet is carrying fleas or worms due to the risks posed to other pets in our charge. We understand that some Owners prefer to use holistic prevention methods to repel fleas, ticks and parasites on their pets. Please note that any dog receiving holistic prevention or treatment will not be able to join our Group Dog Walks for the safety of other dogs in our care.

If your Dog receives care from us in any form and is found to be suffering from fleas, ticks and/or worms following your agreement to the above, we will cancel care until the problem is resolved and you will be responsible for paying the usual care rates. If you have paid in advance, your payment will not be refunded.

Should we need to treat our vehicles following the discovery of fleas on your pet, additional charges will be applicable.

For all pets, it is of the utmost importance that any pre-existing, ongoing or newly diagnosed medical conditions are disclosed to us. This includes minor illnesses, cuts, runny noses/coughs/sneezes/respiratory infections, limps, stiffness, sickness, diarrhoea, eye problems etc. Please be aware that we need to be contacted about health issues at the earliest opportunity so that we can make an informed decision about your pet/s care. Should we arrive to your home and discover any illness or injury that we have not been made aware of, we will contact you to discuss the issue but may be unable to provide care due to the risk of worsening the problem and/or the risk to other pets in our care.

Should medication need to be administered to any pet for an ongoing or newly-diagnosed health condition, please ensure that you have contacted us about this and that adequate medication is left for our use. We cannot administer any medication without prior agreement and instruction of use from the Owner, and we accept no responsibility for any harm to a pet due to medication given by us during the period of care.

Please note that we reserve the right to refuse to care for any animal in a clearly unwell or poorly condition if discovered upon arrival to a walk/visit. If we have agreed to take on caring for your Pet with an existing medical condition, an injury, during or following an illness or following surgery, we cannot be held responsible in the event of medical complications, further illness and injury, or in the event of death during the period of care.

Pippin Pet Services is fully-insured by Pet Plan Sanctuary; however, our insurance does not cover any pre-existing illness/injury or ongoing conditions that require veterinary care. During your pet’s time with us, we reserve the right to consult a veterinary surgeon should we feel it necessary at any time, and the Pet Owner will be responsible for the cost. In any instance of accidental injury or in an emergency, we may consult a veterinary surgeon prior to contacting you or your emergency contact. In this event, if you have not informed us of a fee cap, we will consent to treatment up to the value of £500.00, responsibility for which is with the Pet Owner.

If your pet becomes harmed, injured, unwell or in the event of death during the period of care, Pippin Pet Services will not be held responsible, unless caused by negligent acts on our behalf. If you wish to see the terms and conditions of our Pet Plan Sanctuary insurance policy or certification for First Aid qualifications and/or Disclosure Checks, you may request to do so at any time. By entrusting your pet/s into our care, you confirm that you have read, understood and agree to these terms and conditions and consent for the Owners and staff of Pippin Pet Services to care for your pet/s.

Please note that not every pet will be suitable for every service, and having regular Walks or Visits does not guarantee that your pet will be accepted for other services, nor does acceptance on one occasion guarantee further acceptance. Please note that we reserve the right to decline, withdraw or discontinue any Service from our advertised Service list at any time without prior notice. Should your pet currently receive a service that is subsequently discontinued, we will do all we can to help find alternative care, should this be required.

‘Pippin Pet Services promises to care for your pets with the utmost respect, compassion and commitment and pledge to meet your pet’s daily requirements in every way. We will give every reasonable effort to ensure the good health, cleanliness, comfort, safety and happiness of the Pets in our care.’