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THE SERVICES PROVIDER (FURRY TAILS OF TOOTING)

The Services are the provision of care, exercising, feeding and generally looking after the Pet(s) by Furry Tails of Tooting, on behalf of the Client, generally in their absence.

Services comprise of;

• Dog Walking (group or solo walks)

• Dog Day Care

• Home from Home Boarding

1. SERVICES

1.1  The Service Provider shall perform the Services in an attentive, reliable and caring manner, using all reasonable skill and care, having due regard to the Policies & Procedures and any relevant information. 

1.2 The Service Provider shall act in accordance with all reasonable instructions given to it by the Client. Provided such instructions are compatible with the specification of Services provided in the Policies and Procedures.

1.3 The Service Provider shall be responsible for ensuring that it complies with all statutes, regulations, byelaws, standards, codes of conduct and any other rules relevant to the provision of the Services.

1.4 The Service Provider will notify the Client of any incident or event that could potentially give rise to either civil or criminal court proceeding involving the Pet that occurs during the time that it is in the care and control the Service Provider.

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2. CLIENT'S OBLIGATIONS

2.1 The Client shall use all reasonable endeavours to provide all pertinent information to the Service Provider necessary for the Service Provider’s provision of the Services.

2.2 The Client authorises the Service Provider to carry out the Services.

2.3 The Client agrees that the information provided to the Service Provider is true to the best of their information, knowledge and belief and will ensure this is updated and current at all times.

2.4 The Client confirms that all vaccinations, treatments, licences, permits etc which they are obliged to have by law arising from the ownership of the Pet have been obtained.

2.5 The Client may issue reasonable instructions to the Service Provider in relation to the Service Provider’s provision of Services. Any such instructions should be compatible with the specification of the Services provided in the Policies and Procedures.

2.6 The Client will be responsible for, and will indemnify the Service Provider in respect of, all medical expenses, costs and damages resulting from any injury caused by the Pet to the Service Provider, its employees and agents, unless such costs are caused by the negligence of the Service Provider.

2.7 The Client authorises the Service Provider to arrange for any emergency veterinary care that may be necessary during the provision of the Services. The Service Provider shall use all reasonable efforts to obtain the Client’s consent prior to obtaining emergency care.

2.8 The Client agrees to reimburse the Service Provider for any additional fees, costs and expenses for providing emergency care. The Client further agrees to cover the cost of additional visits, which may be necessary to ensure the Pet’s safety or to monitor the Pet’s progress in recovering from sickness or injury.

2.9 The Service Provider shall use its best efforts to use the Pet’s normal Veterinary Surgeon wherever possible. The Client authorises the Service Provider to appoint an alternative Veterinary Surgeon to examine the Pet and carry out such treatment or surgery as may be appropriate if the Pet’s normal Veterinary Surgeon is not available.

2.10 The Client shall ensure that the Service Provider has access to the Client’s home or other specified locations on the days and times to be agreed between the Service Provider and the Client.

2.11 Any delay in the provision of the Services resulting from the Client’s failure or delay in complying with any of the provisions in this Section 2 shall not be the responsibility or fault of the Service Provider.

2.12 The Client will notify the Service Provider of any civil or criminal court order relating to the Pet, for example and not limited to, orders imposed under the Dangerous Dogs Act 1991 or the Dogs Act 1871 imposing conditions, requirements or restrictions on the Pet such as a requirement to wear a lead and/or a muzzle when in a public place.  If such an order exists, the Client will provide a written copy of the order to the Service provider.”

2.13 The Client will ensure that if the Pet is a dog it would be handed over to the Service Provider with a collar to which a tag includes the name and address of the keeper clearly marked upon it.

2.14 HOLIDAYS AND ABSENT PERIODS, the Client, (dog/dogs) will be entitlted to six weeks holidays or being absent from attending our services per year. Anytime outside the 6 weeks period (except should your dog become unwell), a 50% charge will be invoiced.  

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​​​3. FEES AND PAYMENT

3.1  The Service Provider will charge the Client for the Services as detailed in their businsess website. and the Client agrees to pay the Service Provider the Fees, promptly when they become due. We will issue the Client, with a fortnightly invoice for our Services.

3.2 The Client agrees to reimburse the Service Provider for any additional fees and costs for providing emergency care, as well as any further expenses incurred for matters including unexpected visits, transportation, housing, food or supplies on proof of a valid receipt.

3.3 If the Client fails to pay the Fees on the due date, then the Service Provider shall, without prejudice to any other rights or remedies of the Service Provider, have the right to charge the Client interest on a daily basis at an annual rate of 8% on the sum due.

3.4 Should any payment due under this Agreement remain unpaid for 7 days after it becomes due, the Service Provider will be relieved of their contractual obligations under this Agreement to provide the Services until such time as payment is made.

3.5 All Public and Bank Holidays are charged at double the advertised rate.

3.6 All Weekends are charged extra.

4. CANCELLATIONS 

4.1 In the event of the Client cancelling any booked, invoiced or otherwise agreed recurring Services, the Client agrees to pay the Service Provider a fee equal to:

4.2 100% of the Fees if cancellation occurs less than 24 hours of the commencement of the scheduled Service;

4.3 50% of the Fees if cancellation occurs between 24 hours and 7 days of the commencement of the scheduled Service;

4.4 Without prejudice to clause 9.1, in the event of the Service Provider cancelling or otherwise not being able to provide the Services the Service Provider shall either

4.5 arrange alternative services or providers to a value and quality that would have been provided; or

4.6 refund any monies paid under this Agreement for the Services; and

4.7 in either case, provide 24 hours’ notice, or if 24 hours is not practical, for example in a sudden event or emergency, notice as soon as it is reasonably possible.

4.8

5. EARLY TERMINATION

5.1 Services can be terminated by;

5.2 either Party serving not less than 7 days written notice on the other Party;

5.3 the Service Provider, by written notice to the Client with immediate effect, in the event that any Fees or charges owed by the Client to the Service Provider remain outstanding for 7 days.

5.4 The Client shall pay the Service Provider for all fees, expenses and charges incurred up to the date of termination of this Agreement.

6. INSURANCE

6.1 The Service Provider shall ensure that it has in place at all times suitable and valid insurance that shall include Public Liability Insurance relative to the Services performed for the Client.

6.2 It is agreed by the Parties that it is the Client’s responsibility to ensure that the property, its contents and Pets are adequately insured throughout the duration of the Agreement.

7. INDENMINITY AND LIABILITY

7.1 The Service Provider shall not be liable for any loss or damage suffered by the Client resulting from the Client’s failure to follow any instructions given by the Service Provider

7.2 The Client shall accept full liability and responsibility for any event occurring or arising from the behaviour or characteristics of their Pet.

7.3 The Client will indemnify the Service Provider against any damage or injury caused by the Pet towards any property, person or other animal; this will include, but is not limited to veterinary, medical and legal fees.

7.4 The Service Provider shall not be responsible for any damage caused to the Client’s property or possessions or that of others caused by the Client’s Pet during the period the Pet is in its care. The Client agrees to indemnify the Service Provider against any such claims as may be made against it arising out of or in connection with this Clause.

7.5 The Service Provider accepts no responsibility or liability for the security of the Client’s property or premises, or any loss or damage which may be sustained as the result of action taken by third parties who also have access to the Client’s property or premises either before, during or after expiry of this Agreement.

7.6 The Service Provider shall not be liable for the injury, loss, death or any actions, fines or penalties as may be imposed on Pets permitted unsupervised access to the outdoors.

7.7 The Service Provider will care for your Pet as the Client would, and whilst the Service Provider will make every effort to ensure the safety of the Pet and ensure that the Pet is well looked after in the Client’s absence, the Service Provider cannot be held liable for any loss, illness or injury of any Pet whilst in the Service Provider’s care, nor for any death of a Pet unless the Service Provider can be shown to be negligent.

7.8 The Client is responsible for any veterinary bills, no matter how they are incurred, whilst Pets are in the care of the Service Provider.

8. AGGRESSIVE OR UNSOCIAL ANIMALS

8.1 Please note that due to the way we operate and are insured, we unable to take dogs who show any type of aggression towards other dogs or humans; dogs that have to be muzzled or dogs who are not able to walk off the lead.

8.2 Should any Pet become aggressive or dangerous, the Service Provider shall, in their sole discretion take whatever action they consider necessary in the best interest of the animal, other animals or people which may be encountered. This may, without limitation, include:

8.3 a refusal to offer the Services and immediate termination of this Agreement;

8.4 obtaining assistance from a Vet, the R.S.P.CA or the police;

8.5 placing the Pet in a boarding kennel;

8.6 Any fees and costs incurred in taking action pursuant to clause 8.1 shall be directly chargeable to and recoverable from the Client.

8.7 The Service Provider shall not be liable to the Client for any refund of Fees where the Client has not specified the behaviour and characteristics of the Pet in the online pet management system and the Service Provider can terminate this Agreement pursuant to clause 8.1.

9. FORCE MAJEURE

9.1 Neither party shall be liable in damages or have the right to terminate this Agreement for any delay or default in performing its obligations under this Agreement caused by conditions beyond its control including but not limited to acts of God, war, strikes, fires, floods, governmental restrictions or power failures.

9.2 The Party (the “Affected Party”) prevented from carrying out its obligations shall give notice to the other Party of an Event of Force Majeure upon it being foreseen by, or becoming known to, the Affected Party.

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10. ASSIGNMENT

10. 1 The Service Provider shall be entitled to perform any of the obligations undertaken by it through any other member of its group or through suitably qualified and skilled sub-contractors. Any act or omission of such other member or sub-contractor shall, for the purposes of this Agreement, be deemed to be an act or omission of the Service Provider.

11. DATA PROTECTION

11.1 The Service Provider shall not use or pass to a third party (other than information needed by a carer to perform their duties) or where required by law. All information relating to the client, their property and Pet(s) will be stored in accordance with the Data Protection Act 1998.

12. POLICIES AND PROCEDURES

13.1.BOOKINGS

13.2 A booking shall be requested directly to the service provider Furry Tails of Tooting and not perceived as confirmed and accepted until a booking confirmation correspondence has been issued by the Service Provider and all the necessary information regarding this booking has been completed in the provided Booking Form.

13.4 Times of Service  are only approximations and the Service Provider reserves the right to amend booking times.

14. DUTY OF CARE

14.1 A change in a Pet’s routine and circumstances can cause varying degrees of distress and unpredictable or abnormal behaviour, particularly if their owner is on holiday. Pets have no concept or ability to understand that their owner’s absence is temporary, and they will be coming back. The Service Provider understands this and will offer comfort and reassurance whilst trying, as far as is practically possible to maintain the Pet’s normal daily routines.   Clients are required to keep informed the Provider Furry Tails of Tooting, of any chances that can potentially affect their dog behaviour.

14.2 In the event of extreme weather which may have an adverse effect on the Client’s Pet e.g. heat or thunder storms, the Service Provider shall in their sole discretion take whatever action they consider necessary, including not carrying out scheduled exercise until it is, in their opinion, safe to do so.

15. CLIENT UPDATES

15.1 The Service Provider will provide the Client daily care updates, often by pics and videos via WhatsApp. The Service Provider will inform the Client and this will be done on the day of the Service when it is safe and convenient for the Service Provider to do so.

15.2 All imagery from daily care updates may be used in marketing or social media for Furry Tails of Tooting.

16. NECESSITIES

16.1 The Service Provider will properly dispose of the Client’s Pet(s) waste; however the Client shall ensure there is an appropriate supply of bags for that purpose, and indicate their preferred method/location of disposal in the online pet management system.

16.2 The Client shall provide sufficient food, Pet supplies and any treats for their Pet(s) for the duration of the Service.

16.3 In respect of Pets which are dogs the Client shall provide secure collars with name/address tags and leads and ensure the Service Provider has access to and knows the location of such items.

16.4 Dogs without identification tags will not be walked in public spaces in accordance with the Control of Dogs Order 1992.

16.5 HOUSE CLEANLINESS

16.6 The Service Provider shall clean up after the Client’s Pets to the best of their ability.

16.7 The Client shall make available cleaning materials in the event of any mess made by Pets within their property.

16.8 The Client shall provide information to the Provider Furry Tails of Tooting,  of the location of appropriate cleaning materials, including but not limited to plastic bags, dustpan and brush, vacuum cleaner, disposable gloves, towels, disinfectant, paper towels and bin bags.

16.9 The Service Provider cannot be held liable or responsible for any stains, marks or damage caused by vomit or fouling or attempts to clean it.

16.10 The Service Provider may charge for cleaning where the time or number of occurrences exceeds what would be considered to be acceptable.

17. DAMAGE TO PROPERTY OR POSSESIONS

17.1 Any damage to the property or possessions of the Client in their absence, however caused by the Pet shall be recorded by the Service Provider and where considered by the Service Provider to be serious enough to inform the Client, they will do so at the earliest opportunity. Any costs, including administration and man-power in providing such notice may be recoverable from the Client.

18. MEDICINES

18.1 It shall be the sole responsibility of the Client to ensure the Service Provider is fully aware of any health issues the Pet is experiencing, or has suffered in the past. The Service Provider cannot be held liable for any loss or damage which result in problems or complications from anything not disclosed in the online pet management system.

18.2 The Service Provider shall follow instructions given in the online pet management system but cannot be held liable for any complications arising therefrom.

19. SICK OR INJURED DOGS

19.1 If the Pet is taken sick or injured the Service Provider will notify the Client at the earliest convenience to take instructions or guidance. In the event of the Service Provider not being able to contact the Client, or in an emergency situation, the Service Provider shall, if in its own opinion the Pet needs veterinary attention/treatment/opinion the Service Provider shall make arrangements as necessary, in the best interest of the Pet. Any veterinary bills shall be directly chargeable to the Client.

19.2 The Service Provider reserves the right not to provide service to any Pets they feel may have a contagious illness or disease.

19.3 The Service Provider reserves the right not to provide Service to any Pets that are in recovery from illness, disease or operation.

19.4 In the event of a Pet having a contagious illness or disease, which has not been disclosed to the Provider Furry Tails of Tooting, the Client may be liable for the costs of treatment given to other animals, which become infected as a result.

20. NEUTERED DOGS

20.1 The Service Provider reserves the right not to walk or care for any unneutered animals or dogs in heat.

21. KEYS

21.1 Where it is necessary for the Service Provider to hold keys to a property, the Client shall provide a minimum of two of each key needed.

21.2 Keys will be coded and securely stored by the Service Provider and carers.

21.3 As an alternative to the Service Provider holding any keys the Client may provide the Service Provider with access to any external key-safes at the property and The Client will ensure keys are always present in such key-safes.

21.4 The Client will keep all access instructions and information regarding key-safes up to date in the online pet management system.

21.5 Keys will only be returned when fees due have been paid.

21.6 Fees are charged as advertised for the collection and returning of keys.

21.7 It is the Client’s responsibility to ensure the Service Provider has correct and working set(s) of keys at all times.

22. ALARMS AND HOME SECURITY

22.1 The Client must provide adequate information and equipment for any home security systems.

22.2 If 2 sets of keys are issued to the Service Provider, the Client will also issue 2 alarm fobs if required for any home security system.

22.3 All information and clear instruction must be added to the online pet management system.

22.4 The Service Provider cannot be held responsible for any issues resulting in the failure to provide all required information for home security.

22.5 The Client will be liable for costs and/or fees for any additional time required by the Service Provider to resolve home security issues.

22.6 The Service Provider is not liable for any issues resulting in the failure of a home security system.

22.7 The Client must inform the Service Provider of any webcams located internal or external to the property. Failure to do so may result in the Service being cancelled with immediate effect and charges will still apply.

23. PARKING

23.1 The Client must inform the Service Provider Furry Tails of Tooting of parking facilities and restrictions. If there is no free parking in the immediate area and the client is unable to supply the carer(s) with appropriate parking permits then parking charges will be passed on to the Client.

24. ADDITIONAL FEES

24.1 The Client agrees that any requests for additional services will be charged at the advertised price. This includes, but is not limited to; watering pot plants or gardens, administering medication, returning or collecting keys, vet visits and shopping for Pet supplies.

25. PRIVACY

25.1 It shall be the Client’s responsibility to ensure the information provided to the Service Provider Furry Tails of Tooting is up to date, the Client agrees to accept any decision made by the Service Provider in the event of the Service Provider not being able to contact the Client as a result of wrong information held.

26. INSURANCE

26.1 The Client is advised to check to see if its insurance provider needs informing that someone will have access to the Client’s property whilst they are away

27. THIRD PARTIES

27.1 The Client shall advise the Service Provider of anyone who will have access to their property during any periods of the Client’s absence, including but not limited to cleaning services, maintenance personnel, friends, family and neighbours.

27.2 The Service Provider shall not be liable for other persons or their acts or omissions who may have access to the Client’s property before, during or after the Service has been rendered.

27.3 In the event of a third party being present in the property the Service Provider reserves the right not to remain within the property until notified that the third party has vacated the property.

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28. PET SPECIFICS (DOGS)

Please note that due to the way we operate and are insured, we unable to take dogs who show any type of aggression towards other dogs or humans; dogs that have to be muzzled or dogs who are not able to walk off the lead. 

28.1 VACCINES AND BOOSTERS

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All dogs must have been vaccinated and have all their vaccines and boosters up to date. Without those, we wont be able to provide any dog services. We are happy to see a pic of your dog current vaccines and boosters 

 

28.1 Dogs For all new potential Clients, a meet and greet walk will be required, for all of our services. This will be free of charge, and additional consultations with carers are free by phone. If the Client wishes to meet any carer(s) provided by the Service Provider a second time, this will be charge as a group dog walk.

28.2 Dogs under one year old

 

- New potential dogs under one year old, will be allocated in a diferent area than the other regular and older dogs.

- Slowly introduce to our regular older dogs, always under supervision, and  they will be asignated a specific room and separated from the other regular and older dogs, by a child gate.

- They will be taken for regular toilet breaks in our secure garden and short walks will be offered to them.

- They will be slowly and safely introduced to new dogs, people and the enviroment.

- When taken into our car, they will securely clipped into a harness, or securely placed into a crate in they are comfortable with being in a crate.

 

28.3 Policy for new dogs prior to join in our Dog Day Care/Boarding

- Potential new dogs, will first be given the oportunity to join our regular weekly dogs for at least,one or more group walks. This will help us to observe and to record any behaviour that may need further assistance.

- As part of our introduction programme, potential news dogs will also be invited to join our weekly regular dogs, to a secure field, where we could observe and assess any behaviours further.

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28.4 In order to be able to join our services, we ask a minimum of 2 regular weekly services.  

28.5 Ad Hoc Services - Because we are only a very small business and we can only accomodate  a small number of dogs, Ad Hoc Services, will only be limited to dogs that are already joining our services, Ad Hoc Services, can not be guaranteed and are subject to availability.  Ad Hoc walks will be charged at £25 Monday to Friday and will only take place within the morning walks or lunch walks subject to availability.

28.6 Group Walks – The Service Provider offers 2 daily “Group” pack dog walks Monday to Friday The service provider ensures that the number of dogs per individual walker does not exceed the number permitted by Wandsworth Borough.These group walks are divided into morning (approx. 10am-11am) and lunchtime (approx. 12:30am-13:30am).  

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28.7 Dog walkers will only let dogs off lead when they feel it is safe, legal and appropriate to do so and the Customers have signed an off lead consent.

28.8 When dogs are joining and/or leaving Group walks the pick-up and drop-off times are kept to a minimum. We adhere to a 3 minute rule when in a Clients property.

 

 

29.1 DOG DAY CARE/ ENRICHMENT PROGRAMME

 

We provide 2 daily walks, with a minimum of 30 minutes each walk. Our pickup times are either at around 7:00ish or at around 9ish in the morning.  After their morning walk, we all make our way home, where there will be time for dogs to chill on comfy dog beds and sofas, before their second walk, at around lunch times. Dogs will also have access to our secure and fenced garden.  We have a selection of interactive and stimulating toys, kongs and slow feeders, but we encourage owners to bring their own. Then at around 16:30, dogs will get ready all with a harness on, to be securely clipped in the car, to be dropped back home.

 

29.2 Garden breaks will be provided in addition to the 2 daily walks.

29.3 An alternative way of enrichment will be offered to those dogs,   that for veterinary reasons, can not be walked for the same period of time. Examples of enrichement forms could be a combination of grooming, small street walks and enrichement games.

30. HOME FROM HOME BOARDING

We provide  the same comforts as a home from home experience, as well as the same access to all the enrichment walks, games and equipment. We provide 2 daily walks, minimum 30 minutes each walk.Having sleep overs, helps your dog to creates a longer and deeper bond with us, and a personal satisfaction of seeing them returning back to you, all happy and nicely tired. We only provide Boarding for requests that are  least for 2 nights or more.

30.1 One night trial

For those dogs that may be a bit anxious or never had an over night with us before, we offer a one night trial ( charged at the advertised rate), for bookings over 3 nights.