Our Policy

Terms & Conditions

These Terms & Conditions set out the agreement between Zoomies & Wag (“we”, “us”, “our”) and the customer (“you”, “your”) when you book or use our dog walking, puppy/check-in visits, home visits, dog sitting or related services.

By making a booking with Zoomies & Wag, you confirm that you have read and agree to these Terms & Conditions.

1. Our Services

Zoomies & Wag provides dog walking, puppy/check-in visits, home visits, dog sitting and adventure walks in Morley, Churwell and surrounding areas.

Services are provided according to the service booked and the arrangements agreed with you.

We aim to provide a safe, caring and enjoyable experience for every dog. We tailor our care around each dog's individual personality, needs, age, behaviour and energy levels wherever reasonably possible.

2. Meet & Greet

Before a dog's first booking, we may require a free Meet & Greet.

The Meet & Greet allows us to:

• Meet you and your dog

• Understand your dog's routine, personality and needs

• Discuss behaviour, triggers and any relevant medical information

• Confirm access and collection arrangements

• Discuss the services that are appropriate for your dog

• Make sure we are comfortable providing the requested service safely

We reserve the right to decline a booking where we reasonably believe that we cannot safely or appropriately provide the requested service.

Where we decline a booking, any payment already made for a service that has not been provided will be refunded, subject to any applicable legal rights.

3. Information You Must Provide

You must provide accurate and complete information about your dog before their first booking.

This includes, where applicable:

• Name, age and breed

• Relevant medical conditions

• Medication

• Allergies

• Behavioural concerns

• Fear, anxiety or reactivity

• Known triggers

• Previous incidents involving people or other animals

• Recall ability

• Feeding requirements

• Toilet routine

• Emergency contact details

• Veterinary details

• Any other information that could reasonably affect the safe care of your dog

You must tell us promptly if any of this information changes.

You remain responsible for ensuring that the information you provide is accurate.

4. Dog Health

You must not knowingly book a service for a dog that is suffering from a contagious illness or condition that could reasonably put other dogs, people or our staff at risk.

If your dog becomes unwell before a booking, please contact us as soon as possible.

We may refuse or cancel a booking where we reasonably believe that providing the service could pose a health or safety risk.

Where a booking is cancelled because your dog is unwell, our Cancellation Policy will apply, subject to your statutory rights.

5. Vaccinations, Parasite Treatment and Preventative Care

You are responsible for keeping your dog's vaccinations, parasite prevention and other routine veterinary care up to date where appropriate.

You must inform us of any relevant infectious illness, parasite infestation or recent veterinary treatment.

Where a dog has fleas, worms, a contagious illness or another condition that could affect other animals, we may postpone or refuse a service until it is safe to resume care.

6. Dog Walking

Dogs will be walked according to the service booked.

We offer solo walks and small group walks. Group walks are limited to a maximum of 3 dogs, unless otherwise agreed.

We will take reasonable steps to match dogs appropriately for group walks.

However, dog behaviour can be unpredictable and we cannot guarantee that dogs will always behave in a particular way.

7. Off-Lead Walking

Dogs will not be allowed off lead without your prior permission.

Where you give permission for off-lead walking, you acknowledge that off-lead activity carries additional risks, including running away, injury, interaction with other animals, roads and unfamiliar environments.

We will use reasonable care when deciding whether and where off-lead activity is appropriate.

Permission to walk off lead does not guarantee that your dog will be allowed off lead on every walk. We may keep a dog on lead where we reasonably believe this is safer.

8. Puppies and Young Dogs

Puppies and young dogs will be cared for according to their age, development and individual needs.

We will not expect a puppy to complete a walk that is unsuitable for their age or ability.

Puppy/check-in visits may include toilet breaks, play, enrichment, feeding where agreed and companionship.

9. Nervous, Reactive or Behaviourally Challenging Dogs

We are happy to consider caring for nervous or reactive dogs where we believe we can do so safely.

We may use quieter locations, shorter walks, solo walks or other adjustments where appropriate.

You must provide full and honest information about your dog's behaviour and known triggers.

You must tell us about any previous incidents involving aggression, biting, snapping, escaping or serious behavioural concerns.

If a dog's behaviour creates an unreasonable or immediate safety risk, we may stop a service and contact you.

10. Dog Sitting and Home Visits

For dog sitting and home visits, you must provide clear instructions regarding:

• Feeding

• Medication

• Toilet arrangements

• Exercise

• Access to your property

• Household routines

• Emergency contacts

• Any other relevant care requirements

We will follow reasonable instructions provided to us.

We cannot be responsible for normal wear and tear or circumstances outside our reasonable control.

11. Keys and Property Access

Where we hold a key or other means of access to your property, we will take reasonable care of it.

Keys should not identify your property by address where reasonably possible.

You should inform us immediately if a key is lost, stolen or compromised.

We will not knowingly allow unauthorised individuals to use your keys or access your property.

Where access to your property is required, you are responsible for ensuring that the property is reasonably safe for us to enter.

12. Collection and Return

Where collection and return is included in your service, you must provide safe and reliable access to your property.

You must inform us of any gates, locks, alarm systems or other access arrangements.

We may be unable to complete a booking if we cannot safely access or leave the property.

If a dog cannot be safely collected or returned because of circumstances within the customer's control, additional arrangements or charges may apply where reasonably incurred.

13. Leads, Collars, Harnesses and Equipment

Dogs must be provided with suitable and secure equipment.

We may refuse to use equipment that we reasonably believe is unsafe or unsuitable.

Where appropriate, we may use our own leads or safety equipment.

You should provide any equipment that is specifically required for your dog's care.

14. Treats, Food and Medication

We may give treats where you have provided permission and appropriate treats.

You must inform us of any allergies, dietary restrictions or food-related concerns.

Medication will only be administered where this has been agreed in advance and clear instructions have been provided.

We are not veterinary professionals and will not diagnose or treat medical conditions.

15. Emergencies and Veterinary Treatment

If your dog becomes injured or seriously unwell while in our care, we will take reasonable steps to protect their welfare.

Where necessary, we may contact you or your emergency contact.

If urgent veterinary attention is required and you or your emergency contact cannot be reached promptly, you authorise us to seek appropriate veterinary assistance on your dog's behalf.

You remain responsible for veterinary costs, treatment costs and any associated expenses incurred for your dog, except where such costs arise from our negligence or breach of contract.

16. Extreme Weather and Unsafe Conditions

Your dog's safety comes first.

We may shorten, alter, postpone or cancel a walk where weather or environmental conditions create an unreasonable safety risk.

This may include extreme heat, severe storms, flooding, ice, dangerous ground conditions or other circumstances that make the planned service unsafe.

Where reasonably possible, we will offer an alternative arrangement.

17. Photos and Videos

We may take photographs or short videos of dogs during walks or visits for the purpose of providing updates to their owners.

We will only use your dog's photographs or videos for advertising, social media or other promotional purposes where you have given appropriate permission.

18. Payments

Payment must be made using the payment method and by the deadline stated at the time of booking.

A booking may not be confirmed until payment has been received where payment in advance is required.

Prices are displayed on our website or otherwise confirmed before the booking is accepted.

We will not increase the agreed price for a confirmed booking unless you agree to a change or additional service.

19. Cancellations

Our Cancellation Policy forms part of these Terms & Conditions.

Please read the separate Zoomies & Wag Cancellation Policy before making a booking.

Nothing in our Cancellation Policy removes or limits any cancellation rights you have under applicable consumer law.

20. Our Right to Cancel or Refuse a Service

We may refuse or cancel a service where there is a genuine and reasonable safety concern, including where:

• A dog's behaviour presents an immediate safety risk

• Important information about the dog has not been disclosed

• The dog is contagious or seriously unwell

• The property is unsafe to enter

• Weather or environmental conditions make the service unsafe

• The customer fails to provide necessary access

• The customer behaves abusively, threateningly or inappropriately towards us

• We are prevented from providing the service by circumstances outside our reasonable control

Where we cancel a prepaid service and you are not at fault, we will normally offer an alternative arrangement or refund the relevant unused payment, subject to applicable law.

21. Customer Responsibilities

You agree to:

• Provide accurate information about your dog

• Follow reasonable instructions relating to your dog's care

• Provide suitable equipment

• Provide access to your property where required

• Tell us about any changes to your dog's health or behaviour

• Pay for bookings on time

• Treat us respectfully

• Tell us promptly about any concerns regarding a service

22. Our Standard of Care

We will provide our services with reasonable care and skill.

Nothing in these Terms & Conditions excludes or limits any liability that cannot legally be excluded or limited.

In particular, nothing in these Terms & Conditions limits your statutory consumer rights.

23. Liability

We take reasonable precautions to protect the safety and wellbeing of dogs in our care.

However, dogs are animals and behaviour can be unpredictable.

We cannot guarantee that a dog will never become injured, frightened, escape, become involved in an interaction with another animal or experience another unforeseen event.

Nothing in these Terms & Conditions excludes liability for death or personal injury caused by negligence, fraud or any other liability that cannot legally be excluded or limited.

24. Complaints

If you are unhappy with any aspect of our service, please contact us as soon as reasonably possible so that we have an opportunity to understand and resolve the issue.

We will aim to respond to complaints promptly and fairly.

25. Privacy

Personal information will be handled in accordance with our Privacy Policy.

Information provided to us about your dog, your household and your contact details will only be used as reasonably necessary to provide our services, manage bookings, communicate with you and meet our legal obligations.

26. Changes to These Terms

We may update these Terms & Conditions from time to time.

The version applicable to a booking will be the version provided or made available to you when the booking is made, unless a change is required by law.

27. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

Any disputes will be dealt with by the courts of England and Wales, subject to any applicable consumer rights.

28. Contact

Zoomies & Wag

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