Customer Service Agreement 

 

 

 

BETWEEN:  

Amy Wilson 

Scallywagz Pet Services, Keats Drive, Egremont, Cumbria, CA22 2EY, United Kingdom 

(known as “Scallywagz”) 

 

and yourself

(known as “The Customer”) 

 

The Customer wishes to engage Scallywagz to fulfil services, and Scallywagz agrees to undertake services (hereafter referred to as the “Services”) as set out in the Service Invoice and in accordance with the policy and practices document (“Terms and Conditions”) and subject to the terms and conditions of this Agreement. 

 

1. Commencement Date and Duration 

1. This Agreement shall commence from the date of signing and shall remain in effect until either party terminates the arrangement as per the Termination clause in this Agreement. 

1. A cooling off period shall be in effect should this Service Agreement be signed in the Customer’s home.  The cooling off period is not applicable if the Service Agreement is signed on Scallywagz premises.  The cooling off period is 14 (fourteen) days.  The Customer is entitled to cancel this Service Agreement and incur no penalty on the condition that no Services have been booked for specific dates, and / or no booking fees have been paid.   

1. If Services have been booked for specific dates, any booking fees have been paid or the Customer has asked for the Services commence within the 14 (fourteen) day cooling off period, the Customer is deemed to have waived their right to a cooling off period.  

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1. Contract Service Definitions 

2. “Hound Holiday” is the company’s dog home boarding service. 

1. “Night Nanny” is the company’s overnight pet sitting service within the Customer’s own home. 

1. “Companion Care” is the company’s pet home visits and feeding services in the Customer’s own home. 

1. “Group Expeditions” is the company’s group dog walking service.  

1. “Solo Explores” is the company’s solo dog walking service. 

1. “Mucky Mutts Adventure Days” is the company’s extended walking service which is combined with a pet sitting periods within Customer’s home in between the walking activities. 

1. “Weekly” services are regular ongoing arrangements, such as a dog that is walked every Wednesday under a rolling agreement. 

1. “Shift” services must be booked at least once every week, but they can be on any available day. 

1. “Ad Hoc” services may be booked as an when they are needed, subject to an available space in the schedule. 

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1. The Offering of Services  

1. Scallywagz shall perform the Services in an attentive, reliable, and caring manner, using all reasonable skill and care, having due regard to the Terms and Conditions and any relevant information as noted on the Service Invoice.   

1. Scallywagz shall be responsible for ensuring that it complies with all statutes, regulations, byelaws, standards, code of conduct and any other rules relevant to the provision of Services. 

1. Scallywagz shall act in accordance with all reasonable instructions given by the Customer provided such instructions are compatible with the specification of Services provided in the Terms and Conditions section of the Agreement.  For the avoidance of doubt, where the Customer’s wishes conflict with relevant current UK legislation, the legislation prevails.  

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1. Customer’s Obligations 

1. The Customer shall read and agree to follow the pertinent information in the Terms and Conditions section of the Agreement, as is applicable for the required Services. 

1. The Customer shall use all reasonable endeavours to provide information to Scallywagz necessary for Scallywagz to provide Services. 

1. The Customer authorises Scallywagz to carry out the Services.  

1. The Customer agrees that the information provided to Scallywagz is true to the best of their information, knowledge, and belief. 

1. The Customer may issue reasonable instructions to Scallywagz in relation to Scallywagz’ provision of Services.  Any such instructions should be compatible with the specification of Services provided in the Terms and Conditions.

2.  

3.  

4. Booking and Cancellations     

5. Booking discussions shall not be considered as ‘confirmed’ until Scallywagz provides the Customer with a written confirmation that the booking has been accepted via email, and through an online third-party booking system.  If a booking fee is required, the booking shall not be considered as ‘confirmed’ until the booking fee Service Invoice has been paid.    

6. If Scallywagz can fill any space that has been cancelled with an alternative, pre-registered Customer, the non-refundable booking fee shall be returned to the Customer for those days or held and applied towards the next booking as agreed with the customer.      

7. Hound Holiday, Night Nanny, and Longer Bookings for Companion Care 

1. For Hound Holiday, Night Nanny, and bookings for Companion Care for 5 (five) days or more, Scallywagz requires a 50% (fifty percent) non-refundable booking fee to hold an available space when Services are booked.  The balance is due on or before the first day of service.  If cancelled 28 days prior to the start date, or earlier, Scallywagz will cancel the outstanding balance invoice, and no further monies are due. 

1. Moving or transferring Hound Holiday or Night Nanny dates is considered a cancellation and a re-book of services and is subject to the standard Scallywagz cancellation policy.  The Customer is required to send a new booking fee for the new amended dates, and if the cancelled dates can be filled by another pre-registered guest, the Customer shall receive a refund of the booking fees for the filled days.  This policy item may not come into force if the amendment is 7 (seven) days either side of the originally booked dates. 

1. Partial cancellations, or reducing dates (for instance, paying a booking fee for two weeks and then cancelling the second week) for Hound Holiday or Night Nanny services is classed as a cancellation and the booking fee for any cancelled dates may not be transferred to the remaining dates as payment.  The balance for the remaining dates remains outstanding as per the original booking Service Invoice.  If the cancelled dates can be filled by another guest, the Customer shall receive a refund of the booking fee for the filled days. 

1. All dogs taking part in a Hound Holiday for the first time are required to pass at minimum one (1) trial night (24 hours), along with a minimum of four (4) Silver Group Expeditions. Trial nights are paid at the standard rate and if successful, the payment for the first trial night will be deducted from your first Hound Holiday. 

1. Please note that for Hound Holidays, should a dog fail to meet the behaviour requirements during a trial or assessment visit and the parties determine that a booking cannot be honoured, any booking fee paid for the holiday booking will be returned to the Customer, as well as any fees paid for future practice visits that have not taken place.  Charges for trials, assessment days or practice visits that have already taken place shall not be refunded.    

1. Customers agree that if the Hound Holiday service is not used for 6 (six) months or more, the dog may need to undertake a further trial night and assessment prior to booking. 

1. Weekly Group Expeditions, Weekly Solo Explores and Weekly Mucky Mutts Adventure Days 

1. For Weekly Group Expeditions, Weekly Solo Explores and Weekly Mucky Mutts Adventure Days services (such as a dog that is walked every Wednesday under a rolling agreement), 3 (three) days’ notice is required to cancel services on an individual day, or a 50% (fifty percent) cancellation fee is charged.   

1. Customers are required to give 4 (four) weeks’ notice to cancel multiple services within in a week (or multiple weeks), for instance, due to a holiday, or the cancellation policy is in effect.  

1. Weekly Group Expeditions, Weekly Solo Explores and Weekly Mucky Mutts Adventure Days spaces will be retained without charge for holiday cancellations of up to 2 (two) weeks in length, after which the Customer may either pay a retainer, or join the ad hoc schedule until a Weekly space becomes available in the future.    

1. Shift Group Expeditions, Shift Solo Explores and Shift Mucky Mutts Adventure Days 

1. For Shift Group Expeditions and Shift Solo Explores, a booking fee is not required.  Customers must book at least 1 (one) walk per week to remain registered for services.  Once booked and confirmed with Scallywagz, the service is subject to a 50% (fifty percent) cancellation fee.  The cancellation fee may be billed immediately or added onto the next Service Invoice depending on the frequency of booking.  

1. For Shift Mucky Mutts Adventure Days, a booking fee is not required.  Customers must book at least 1 (one) Mucky Mutts Adventure Day per week to remain registered for services.  Once booked and confirmed with Scallywagz, the service is subject to a 50% (fifty percent) cancellation fee.  The cancellation fee may be billed immediately or added onto the next Service Invoice depending on the frequency of booking. 

1. Should a Shift Group Expedition or Shift Solo Explore Customer fail to book for more than 2 (two) weeks, they may pay a retainer, or join the waitlist and re-register when Scallywagz next has availability. 

1. Ad Hoc Group Expeditions, Ad Hoc Solo Explores and Ad Hoc Mucky Mutts Adventure Days 

1. For Ad Hoc Group Expeditions, Ad Hoc Solo Explores and Ad Hoc Mucky Mutts Adventure Days, Scallywagz requires a 50% (fifty percent) non-refundable booking fee to hold an available space when Services are booked.  The balance is due on or before the day of service.  If cancelled 28 days prior to the start date, or earlier, Scallywagz will cancel the outstanding balance invoice, and no further monies are due. 

1. Short Bookings for Companion Care  

1. For Short Companion Care bookings of 4 (four) days or less, a booking fee is not required.  Once booked and confirmed with Scallywagz, the service is subject to a 50% (fifty percent) cancellation fee.  The cancellation fee may be billed immediately or added onto the next Service Invoice depending on the frequency of booking.  

1. Fees and Payment 

1. Hound Holiday, Night Nanny, and Longer Bookings for Companion Care 

1. The booking fee for Hound Holiday, Night Nanny, and bookings for Companion Care longer than 5 (five) days, is due within 5 (five) days of booking, or the reservation will be cancelled, and the space will be made available to other customers.  The balance is due on or before the first day of service.   

1. Hound Holiday for puppies under 12 months old shall be charged at an additional £10 per day.  This charge is discretionary and is based on the additional needs of the puppy for the period of care. 

1. Weekly Group Expeditions, Weekly Solo Explores and Weekly Mucky Mutts Adventure Days 

1. Payment for Weekly Group Expeditions, Solo Explores and Mucky Mutts Adventure Days is required monthly, after the services have been completed. Customers are requested to pay the Service Invoice within 14 (fourteen) days of receipt.  Any cancellation fees incurred shall be added to the monthly Service Invoice.   

1. Mucky Mutts Adventure Days for puppies under 12 months old shall be charged at an additional £10 per day.  This charge is discretionary and is based on the additional needs of the puppy for the period of care. 

1. Shift Group Expeditions, Shift Solo Explores and Shift Mucky Mutts Adventure Days 

1. Payment for Shift Group Expeditions, Shift Solo Explores and Shift Mucky Mutts Adventure Days required monthly, after the services have been completed. Customers are requested to pay the Service Invoice within 14 (fourteen) days of receipt.   Any cancellation fees incurred shall be added to the monthly Service Invoice.   

1. Ad Hoc Group Expeditions, Ad Hoc Solo Explores and Ad Hoc Mucky Mutts Adventure Days 

1. The booking fee for Ad Hoc Group Expeditions, Ad Hoc Solo Explores and Ad Hoc Mucky Mutts Adventure Days, is due within 5 (five) days of booking, or the reservation will be cancelled, and the space will be made available to other customers.  The balance is due on or before the day of service.   

1. Mucky Mutts Adventure Days for puppies under 12 months old shall be charged at an additional £10 per day.  This charge is discretionary and is based on the additional needs of the puppy for the period of care. 

1. Short Bookings for Companion Care 

1. Payment for Companion Care for 4 (four) days or less, is due on or before the first day of service.  Any cancellation fees incurred shall be added the Service Invoice.   

1. General Terms For All Services 

1. Scallywagz will charge the Customer for the Services as quoted in the Service Invoice or the charges message (the “Fees”) and the Customer agrees to pay the Fees, promptly when they fall due. 

1. Approved payment methods are listed on the Service Invoice. 

1. Bookings for Services to be carried out on a public holiday or ‘Special Days’ shall be charged at 1.5 x the standard rate (time and a half), ‘Special Days’ shall be defined as Easter Sunday and 19th December through to and including 2nd January. 

1. The Customer agrees to pay for any damage to property or possessions arising from the behaviour of their pet whilst on Scallywagz premises on presentation of a valid receipt for replacement goods, or a quote for damage repair unless the company can be shown as negligent. 

1. The Customer agrees to reimburse Scallywagz for any additional fees connected to providing emergency care, as well as any expenses incurred, for example (but not limited to) unexpected visits, transportation, housing, food or supplies on proof of a valid receipt.   

1. If the Customer fails to make payment on a due date, and the Services have been provided, Scallywagz shall, without prejudice to any other rights or remedies, have the right to charge the Customer interest daily at the rate of 10% outstanding balance per day. 

1. Rate Reviews 

1. Service rates are reviewed annually.  Customers shall be given a minimum of 1 (one) months’ notice of planned price changes. 

1. Hound Holiday, Night Nanny, and bookings for Longer Companion Care services that have been booked for after the date of any rate change will remain at the prices on the date of booking if the booking fee has been paid when requested.   

1. Termination 

1. The relationship between Scallywagz and the Customer shall remain in place until either party give notice in writing.  The relationship shall not be severed until all Services that have been paid or, or partially paid for, have been provided.  Should the Customer wish to terminate the relationship without using the Services that have already been paid for, no refund shall be issued.   

1. Scallywagz reserve the right to terminate services with immediate effect if a pet shows undeclared aggression toward people or other animals. 

1. For Customers using the Weekly services, 4 (four) weeks’ notice is required, or the cancellation policy is in effect.  

1. Standards and Insurance 

1. Scallywagz agree to provide a professional and reliable service to their customers.  All animals under the care of Scallywagz will be given the full care and attention needed to make their experience both fun and safe.  

1. Customers, however, must accept that accidents or illness may occur in such a manner that can neither be foreseen nor prevented by Scallywagz.  The Customer shall indemnify Scallywagz, who shall be held harmless in the following circumstances: 

• If a Customer's pet causes harm to a person or another animal, or damages property. 

• If a Customer's pet is injured or involved in or causes an accident. 

• If a Customer's pet causes a third party to claim for damages by way of injury to a person or an animal, or damage to property.  In such cases, the Customer will indemnify Scallywagz against such claims, and will liaise directly with the claiming third party. 

1. Scallywagz is covered by third party liability insurance, but it is highly recommended that Customers have their own pet insurance to cover liability claims from a third party. 

1. Veterinary Waiver 

1. If a pet is taken sick or injured during the period of the Service, Scallywagz shall notify the Customer as quickly as is practical using all reasonable methods of communication available to both parties, to request guidance.  If Scallywagz is not able to contact the Customer or the Customer’s Emergency Contact, Scallywagz shall take the pet to a Veterinary Practice on behalf of the Customer and make the best possible medical decisions for the pet with the recommendation and support of a Veterinary Professional.   Any veterinary bills shall be directly chargeable to the Customer.  

1. Scallywagz shall use its best efforts to use the pet’s normal Veterinary Practice wherever possible.  The Customer authorises Scallywagz to appoint an alternative Veterinary Practice to examine the pet and carry out such treatment or surgery as may be appropriate if the pet’s normal Veterinary Practice is not available, or the geographic location and severity of the injury predicates that the nearest Veterinary Practice must be used.  

1. By signing this Agreement, the Customer gives Scallywagz the authority to discuss a pet’s health and treatment with a Veterinary Professional in accordance with Global Data Protection Regulation (GDPR) (and subsequent revisions of the legislation).  The Customer also gives Scallywagz permission to present and share this signed Agreement with a Veterinary Practice where it is necessary under GDPR to manage a pet’s care. 

1. Aggressive or Unsocial Animals 

1. Should any pet become aggressive or dangerous, Scallywagz 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. The potential actions that Scallywagz shall take are listed for each Service in the Terms and Conditions section of this Agreement. 

1. Force Majeure 

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. 

1. 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. 

1. Assignment 

1. Scallywagz 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 Scallywagz.  

1. Data Protection and Privacy 

1. Personal information shared with Scallywagz for the purpose of using Services will not be sold or shared with third parties, in accordance with GDPR 2018 (or subsequent revision).  Information is held on paper and electronically for periods required by The Animal Welfare (Licensing of Activities Involving Animals) (England) Regulations 2018 and HMRC. 

1. In accordance with GDPR, the Customer gives Scallywagz permission to share information from this signed Agreement with Veterinary Practices as is necessary to provide care and gives the Veterinary Practice permission to discuss pet care with Scallywagz where the Customer is not able to be contacted. 

1. Customers are advised that Scallywagz may take and use photographs of pets for marketing purposes; however, no specifics pertaining to the location of the pet, or the owner will be divulged publicly.  Customers who do not wish their pets to be used for marketing purposes may advise the company in writing via email.  

1. Entire Agreement 

1. This Agreement, along with information provided on the online third-party booking system, the Terms and Conditions, and each Service Invoice constitute the sole and entire agreement between the Parties, and supersedes all prior agreements, representations and understandings of the Parties written or verbal. Any alteration of this Agreement must be in writing and signed by both Parties.  

1. Notices  

1. Any notice required to be served under this Agreement shall be in writing and shall be served by hand, post or electronic mail.  

1. Governing Law and Jurisdiction 

1. This Agreement, its formation and any contractual disputes or claims shall be governed by and in accordance with English Law and shall be subject to the exclusive jurisdiction of the courts of England and Wales. 

1. Any Forbearance, tolerance, or delay in either party enforcing its contractual or legal rights shall not prejudice, restrict, or prevent the right of the injured party to enforce its rights at a later date or later breach. 

 

 

                

 

 Terms and Conditions  

 

 

 

 

 

 

1. Registration 

1. It is the Customer’s responsibility to provide clear and accurate information to Scallywagz through the online third-party booking system, and any other documents that are provided to the Customer for completion. Scallywagz shall be held harmless from claims where outdated written information is responsible for the incident, unless Scallywagz can be shown to be negligent.   

1. It shall be the sole responsibility of the Customer to inform Scallywagz of their dog’s ongoing illnesses and medical conditions or significant illnesses and conditions that they have suffered in the past.  Scallywagz shall not be held liable for decisions that are made, or their subsequent outcomes based on an omission of information of their dog’s registration form.  In the event of a dog having a contagious illness or disease which has not been disclosed, the Customer may be liable for the costs of treatment given to other dogs which become infected. 

1. CONSENTS: By registering with Scallywagz and signing this Service Agreement, the Customer consents to their dog attending Hound Holiday alongside dogs from other families and authorises Scallywagz to allow their dog to mix with resident dogs and other visiting dogs in the main communal areas of the property and the garden.  The Customer also agrees to their dog being walked in a group during the Services. 

1. Vaccinations and Parasite Control  

1. Dogs that attend Hound Holiday, Mucky Mutts Adventure Days or participate in Group Expeditions must be vaccinated in accordance with veterinary recommendation, including the vaccination for Leptospirosis.  Kennel Cough vaccination is preferred but is not mandatory.  Dogs may not attend services for 14 (fourteen) days after their annual Kennel Cough booster.    Customers must provide Scallywagz with evidence of the vaccination schedule by way of Vaccination Card or a letter / email from their Veterinary Practice.   

1. Where titre testing is available and recommended by a Veterinary Professional as an alternative to vaccination, titre test results must be clearly summarised and contain a validation period of immunity (start and end date).  Without a period of validity, the titre test results may not be used as an alternative to vaccination.   

1. Scallywagz reserve the right to refuse to accept a dog on arrival if a dog fails to receive the annual vaccinations and does not have a letter from a Veterinary Professional specifying their exemption from core vaccination on medical grounds. 

1. Dogs that attend Hound Holiday, Mucky Mutts Adventure Days or participate in Group Expeditions must be treated for worms and fleas.  If fleas are found to be present, Scallywagz shall contact the Customer immediately to arrange steps for remediation.  Dogs in Mucky Mutts Adventure Days must be collected by the Customer or the Customer’s Emergency Contact within in the time frame outlined by Scallywagz and may not use Services until the infestation has been removed.  Dogs on the Hound Holiday service must be treated immediately and in accordance with veterinary guidance. If the Customer is not available or will not agree to next steps, the Emergency Contact on the Customer registration form shall be contacted and asked to remove the dog from the premises.  Customers accept that they will be responsible for the expense of removing fleas from the premises and the dog walking vehicle. 

1. Premises Access, Key Holding and Key Services 

1. Scallywagz will safeguard keys in a manner consistent with that of the professional dog walking and pet sitting service industry.  Keys will be tagged via a coded system and stored in a manner which offers reasonable protection against the theft or loss of keys.  

1. Customers accept that on arrival, if Scallywagz is unable to enter the property due to a key missing from a key safe or a ‘hidden’ location, the visit will still be charged.  Further visits or additional time required to remedy the problem will be charged accordingly.   

1. Customers agree that on arrival, if Scallywagz is unable to enter the property due to a barrier preventing access or a failure of the door and lock, the visit will still be charged.  This includes (but is not limited to) issues such as the lock being broken, the door being bolted or chained from the inside, and a key being left on the inside of the lock.  Further visits or additional time required to remedy the problem will be charged accordingly.   

1. Requests for keys to be returned or left at the property in the Customer’s absence must be put in writing.  Scallywagz shall not be responsible for the safety of any keys posted through the letterbox or left at a 'safe location' if this is requested by the Customer.  Should a customer not wish to take advantage of the Key Holding Service, further collections are charged at £20.  Customers may deliver the keys to the Scallywagz premises in advance of Service commencement at no additional cost. 

1. Emergency visits to deliver keys are charged at £20 between 8am and 6pm, £50 between 6pm and 10pm, and £100 between 10pm and 8am.  Scallywagz shall make all reasonable endeavours to deliver keys as quickly as possible but cannot guarantee to be available to deliver keys on the same day. 

1. The Customer understands an accepts that Scallywagz will charge the full rate for any Service where the company has been booked but is unable to gain access into the Customer’s home scenarios just as (but not limited to) keys left in the back of the lock, a key not hidden where promised or the Customer not home to receive the company as promised.  

1. Scallywagz reserves the right to cancel future bookings and return any booking fee paid if a customer changes the way keys are stored or made available after the booking has been made.   

1. Abandoned Dogs 

1. The Customer agrees that if their dog is not collected from Hound Holiday bookings on the due day, additional fees will apply and shall be paid on collection.  If Scallywagz are unable to contact the Customer or the Customer's Emergency Contact for 7 (seven) days, it is assumed that the dog has been abandoned and arrangements for re-homing will be made.   

1. If the Customer’s Emergency Contact is contactable but is unable or unwilling to collect the dog and pay the additional fees, Scallywagz will arrange for the re-homing of the dog. 

1. Death or Loss of a Beloved Pet 

1. Scallywagz agree to provide a professional and reliable service to their customers.  All animals under the care of Scallywagz will be given the full care and attention needed to make their experience both fun and safe.  Customers, however, must accept that occasionally accidents or illness may occur in such a manner that can neither be foreseen nor prevented by Scallywagz.  The Customer shall indemnify Scallywagz, who shall be held harmless in the event of the loss or death of a pet unless Scallywagz can be shown to be negligent. 

1. Scallywagz shall use all reasonably practicable measures to prevent the loss of death of a pet in their care.  Claims against Scallywagz, where negligence is proven, shall be settled within the boundaries of the company’s business insurance policy. 

1. In the event of the temporary or permanent loss of a pet, Scallywagz shall contact the customer immediately to apprise of the situation and agree next steps.  If a Customer is not contactable, the Customers nominated Emergency Contact shall be used.  Customers may request a Final Wishes and Consent Form to complete if their pet is elderly or infirm at the time of booking. 

1. Customer Complaints 

1. Customer complaints must be received in writing within 2 (two) calendar days of the end of the service which has triggered the complaint.  Scallywagz shall respond to the Customer within 5 (five) calendar days of receipt of the complaint.  Scallywagz shall use all reasonably practical measures to resolve the issue, and discussions about the complaint are made in good faith.     

1. Hound Holiday 

1. Hours and Additional Charges 

1. Hound Holiday is charged ‘per 24 hours’, starting at the time of arrival.  Bookings that extend past the last 24 hours period are charged by the half day (per 12 hours) until the dog is collected.  

1. For safety and security, Scallywagz will only complete one dog handover at a time, meaning that drop of and collection times must be agreed by prior arrangement.   

1. Infectious Diseases and Illness on Arrival 

1. For Hound Holiday bookings, the Customer or the Customer’s Emergency Contact must arrange for the collection of a dog if the dog is determined to have an infectious disease within 4 (four) hours of veterinary confirmation.  The Customer agrees to place the dog into the care of a Veterinary Professional immediately should they have isolation facilities available. 

1. Dogs that arrive for Hound Holiday bookings with evidence of a viral or bacterial illness must provide a written confirmation from a Veterinary Practice that the illness is no longer (or not) contagious. Evidence of a viral or bacterial illness may include (but shall not be restricted to) a runny nose, sneezing, coughing and an upset stomach. 

1. Provisions 

1. Dogs must be provided with sufficient food, treats and bedding to ensure their comfort and welfare during their stay.  If a dog has not been provided with sufficient food to maintain health for the period of the stay, Scallywagz will purchase additional food (as described in the online third-party booking system), and Customers will reimburse Scallywagz on collection of the dog. 

1. Where Customers have forgotten to pack an item of equipment, Scallywagz will endeavour to loan the dog a piece of equipment from stock.  If an item of equipment is not available, Scallywagz will contact the Customer to allow them to decide if the item should be purchased.  Where items have been purchased with the Customer’s consent, Customers will reimburse Scallywagz for any charges on collection of the dog. 

1. Dogs Left Alone and Overnight 

1. Customers accept and agree that in rare and emergency circumstances, their dog may be left securely on Scallywagz premises during the day, not being left alone for a period of more than 3 hours.  Dogs from different families shall be separated if they are left alone.  A trusted relative or pet sitter will arrive to oversee the dogs as quickly as is reasonably practical based on the emergency circumstances. 

1. Where the dog is crate trained and habituated to the use of a crate, the Customer consents to Scallywagz using a crate to safely secure their dog during visits to the premises in accordance with local guidelines.  If Customers change the dog’s sleeping arrangements in their own home, and this action subsequently impacts the dog’s ability to be suitably and safely separated at Scallywagz, Scallywagz reserve the right to cancel future Hound Holiday bookings which will be subject to the Cancellation Policy. 

1. Unneutered Dogs 

1. The Customer understands and agrees that females in season are not suitable for Hound Holiday, and that Scallywagz shall not be held responsible for the unsolicited behaviour of un-neutered or un-spayed dogs, or for the dogs around them.  Issues regarding unwanted pregnancy are the responsibility of the Customer and the affected third party.  If an un-neutered female comes into season whilst in the care of Scallywagz, the Customer or the Customer's Emergency Contact shall be asked to collect the dog within 4 (four) hours of notification.  It is the responsibility of the Customer to ensure that a female in season is not booked in for a Hound Holiday, and therefore no refund shall be issued for remaining days of the boarding period.  If the dog is not collected within the time frame specified, the relocation process described in the section ‘Unsuitable Behaviour and Aggression’ shall be followed. 

1. Unsuitable Behaviour and Aggression 

1. Dogs that require permanent isolation from other dogs within the premises are not acceptable for a Hound Holiday at Scallywagz. 

1. Dogs that require temporary isolation from other dogs (for instance, recovering from a medical procedure) are accepted where it is possible and practical, and shall be separated for their booked period.  Where it is not possible to keep a dog separate, Scallywagz reserve the right to cancel any bookings during the temporary period that isolation is required. 

1. Dogs that display unacceptable behaviours are not suited to a Hound Holiday.  Unacceptable behaviour may be described as (but is not restricted to) a dog who barks continually; displays signs of extreme stress if left unattended (even if the Licence Holder is elsewhere within the premises); bites someone; is aggressive towards, or bites another dog, or persistently marks in the house. 

1. Should a dog exhibit any of the above behaviours, the Customer will be contacted to arrange for the dog to be removed from the Scallywagz service within a period set by Scallywagz.  If the Customer cannot be contacted, the Emergency Contact listed will be asked to make the arrangements to collect the dog.  There will be no refund of boarding fees paid to Scallywagz. 

1. Should the Emergency Contact refuse to collect the Customer’s dog, Scallywagz will endeavour to put the dog(s) into kennels for the remainder of the period.  If transportation costs are incurred for moving the dog to kennels, these will be paid by the Customer on their return.  There will be no refund of boarding fees paid to Scallywagz, and charges incurred at the kennels will be payable by the Customer on collection of the dog.  Dogs boarding together from the same family will not be separated without the Customer's consent, and where the Customer is not contactable, all dogs will be moved to the alternative facility. 

1. If the Customer and Scallywagz can reach no mutual agreement for the care of the aggressive dog for the remainder of the period, Scallywagz will contact the local Licensing Authority or Dog Warden and will follow the advice or direction given by the Licensing Authority or the Dog Warden.  The Customer agrees to defer to the Licensing Authority or Dog Warden’s direction in such circumstances.   

1. The Customer agrees to inform Scallywagz immediately should they see any signs of aggression in their pet.  If a Customer's dog does not behave as described on the signed Registration Form, the Customer must arrange (with help from Scallywagz) to move the dog to another location for the remainder of the boarding period. 

1. Group Expeditions and Solo Explores (and Walking Within Other Services) 

1. Dogs Left Alone Overnight 

1. Scallywagz advises that the Services are not offered to Customers who are leaving their dog home alone overnight.  Please contact us to discuss booking the company’s Night Nanny or Hound Holiday services. 

1. Dog Walking Equipment 

1. Dogs must have a collar and an ID tag available to be included in walks.  Harnesses and walking equipment provided by the Customer must be in good working order.  A muzzle must be supplied if needed.  Dogs must already be trained into any muzzle that is supplied for use.    

1. Scallywagz does not walk dogs on extendible or retractable leads and will use their own equipment if this is the only lead provided. 

1. Lead Rules and Group Walking 

1. The Customer agrees that dogs will routinely be walked on a lead, and only walked off-lead if consent is given by the Customer in the online third-party booking system.   

1. The Customer agrees, understands, and accepts that dogs may be walked in groups, but will always be accompanied by sufficient Dog Walkers as to remain in control of all dogs present.  Scallywagz commits that dogs identified as nervous or unfriendly towards other dogs will not be walked in groups. 

1. For safety and fun, Scallywagz match dogs together into groups that are equal in fitness, or energy level.  The Customer understands that this therefore means that their dog may not be walked at the same time every day but will be walked with the group that is the safest and most appropriate match for the capabilities of their dog.  Where the Customer requires a dog to be walked within a specific time window (and this is agreed by the company), they accept that this may mean that their dog is lead-walked with an unmatched group.   

1. Weather 

1. Dog Walkers will apply personal judgment and cut short a walk, if necessary, because of extreme weather conditions (i.e., heat, thunderstorms) for the safety of both the dogs and the walker.  Where practicable and possible, home visits shall be offered until standard services can be resumed. 

1. It is likely that dogs will be muddy or wet when returning from walks in the winter, and in inclement weather.  The Customer accepts that whilst the dog will be towel dried after each walk, there is no guarantee that all the moisture and mud will be removed from the dog.  The Customer may offer additional guidance for limiting the dog’s access in the home if returning home from a damp or muddy walk.   

1. Aggression 

1. The Customer agrees to inform Scallywagz immediately should they see any signs of aggression in their dog.  The Customer agrees to act pertaining to the potential aggression in their dog by, at the very minimum, purchasing a muzzle or other similar item to restrict their dog's biting action.  The Customer agrees that should Scallywagz see signs of aggression in a dog whilst in their care, the dog’s current walk shall be terminated immediately, and the dog returned home.  A plan to address the aggression must be discussed and agreed by both parties prior to service being resumed.   

1. Scallywagz reserve the right to terminate any of the offered walking services with immediate effect if a dog shows aggression toward the public whilst in their care.  

1. Unneutered Dogs 

1. The Customer understands and agrees that females in season will not be walked, and that Scallywagz shall not be held responsible for the unsolicited behaviour of un-neutered or un-spayed dogs, or for the dogs around them.  Issues regarding unwanted pregnancy are the responsibility of the Customer and the affected third party.  Where possible and space is available, females in season will be offered a home visit until the season is finished. 

1. Housekeeping and Security 

1. Scallywagz requires the Customer to leave their property in a secure condition.  The Customer shall hold Scallywagz harmless from claims for loss or damage if windows are left open, or doors unlocked by the Customer. 

1. Scallywagz makes a concerted attempt to clean off and dry dogs before they are returned home from walks, however such activities do not extend to bathing and fully drying the dog proper to return.  Customers understand and agree that based on the weather and the general behaviour of their dog, they may arrive home in a damp or unclean state.  Customers are encouraged to tell Scallywagz in writing if they wish their dog’s access to the house to be restricted in such circumstances.  Customers understand that dogs on group walks may not be suited to permanent on lead walking due to cleanliness, and that Scallywagz may need to change the time of the walk or move the dog to a Solo Service for an additional charge if this is required. 

1. Mucky Mutts Adventure Days 

1. Hours and Options 

1. The Mucky Mutts Adventure Days extended walking service is available between 6am to 9pm, Monday to Sunday.   

1. The “Bronze” service is 4 (four) hours of continual care by a Scallywagz employee and includes a minimum of 1 (one) hours of walking activity. 

1. The “Silver” service is 8 (eight) hours of continual care by a Scallywagz employee and includes a minimum of 2 (two) hours of walking activity.  

1. The “Gold” service is 8 (eight) hours of continual care by a Scallywagz employee and includes a minimum of 2 (two) hours of walking activity plus a bath at the end of the session. 

 

1. Unneutered Dogs 

1. The Customer understands and agrees that females in season are not suitable for Mucky Mutts Adventure Days, and that Scallywagz shall not be held responsible for the unsolicited behaviour of un-neutered or un-spayed dogs, or for the dogs around them.  Issues regarding unwanted pregnancy are the responsibility of the Customer and the affected third party.  If an un-neutered female comes into season whilst in the care of Scallywagz, the dog will be returned home early, and the session will continue under the Companion Care service.  Future booked days within the dog’s season shall be converted to the Companion Care service where there is availability in the schedule.   

1. Aggression  

1. The Customer agrees to inform Scallywagz immediately should they see any signs of aggression in their dog.  The Customer agrees to act pertaining to the potential aggression in their dog by, at the very minimum, purchasing a muzzle or other similar item to restrict their dog's biting action.  The Customer agrees that should Scallywagz see signs of aggression in a dog whilst in their care, the dog’s current walk shall be terminated immediately, and the dog returned home.  A plan to address the aggression must be discussed and agreed by both parties prior to service being resumed.   

1. Scallywagz reserve the right to terminate any of the booked walking services with immediate effect if a dog shows aggression toward the public whilst in their care.  

1. Dog Walking Equipment 

1. Dogs must have a collar and an ID tag available to be included in walks.  Harnesses and walking equipment provided by the Customer must be in good working order.  A muzzle must be supplied if needed.  Dogs must already be trained into any muzzle that is supplied for use.    

1. Scallywagz does not walk dogs on extendible or retractable leads and will use their own equipment if this is the only lead provided. 

1. Lead Rules and Group Walking 

1. The Customer agrees that dogs will routinely be walked on a lead, and only walked off-lead if consent is given by the Customer in the online third-party booking system.   

1. The Customer agrees, understands, and accepts that dogs may be walked in groups, but will always be accompanied by sufficient Dog Walkers as to remain in control of all dogs present.  Scallywagz commits that dogs identified as nervous or unfriendly towards other dogs will not be walked in groups. 

1. For safety and fun, Scallywagz match dogs together into groups that are equal in size, fitness, or energy level.  The Customer understands that this therefore means that their dog may not be walked at the same time every day but will be walked with the group that is the safest and most appropriate match for the capabilities of their dog.  Where the Customer requires a dog to be walked within a specific time window (and this is agreed by the company), they accept that this may mean that their dog is lead-walked with an unmatched group.   

1. Weather 

1. Dog Walkers will apply personal judgment and cut short a walk, if necessary, because of extreme weather conditions (i.e., heat, thunderstorms) for the safety of both the dogs and the walker.  Where practicable and possible, home visits shall be offered until standard services can be resumed. 

1. It is likely that dogs will be muddy or wet when returning from walks in the winter, and in inclement weather.  The Customer accepts that whilst the dog will be towel dried after each walk, there is no guarantee that all the moisture and mud will be removed from the dog.  The Customer may offer additional guidance for limiting the dog’s access in the home if returning home from a damp or muddy walk.   

1. Housekeeping and Security 

1. Scallywagz requires the Customer to leave their property in a secure condition.  The Customer shall hold Scallywagz harmless from claims for loss or damage if windows are left open, or doors unlocked by the Customer. 

1. Customers understand and agree that based on the weather and the general behaviour of their dog, they may arrive home in a damp or unclean state.  Scallywagz makes a concerted attempt to clean off and dry dogs before they are returned home from walks, however such activities do not extend to bathing and fully drying the dog proper to return unless the Customer has booked the Gold service. 

1. Customers are encouraged to tell Scallywagz in writing if they wish their dog’s access to the house to be restricted in such circumstances.   

1. Customers understand that dogs on group walks may not be suited to permanent on lead walking due to cleanliness, and that Scallywagz may need to change the time of the walk or move the dog to a solo service for an additional charge if this is required. 

1. Companion Care 

1. Provisions 

1. Customers will supply sufficient food, bedding, toilet, and cleaning products as is necessary for the duration of the Service.  Where supplies are inadequate or missing, Scallywagz will contact the Customer and agree a method to resolve the issue.  Any agreed costs incurred by Scallywagz shall be reimbursed by the Customer on their return. 

 

1. Housekeeping and Security 

1. Scallywagz will properly dispose of pet waste during the Service period, as specified by the Customer on the online third-party booking system. 

1. Scallywagz shall do everything that is reasonably practical to clean up after Customer’s pets during the period of Service.  Whilst all reasonable efforts will be made, Scallywagz cannot be held liable or responsible for any stains, marks or damage caused by the pet’s behaviour or the attempts to clean it. 

1. Any damage to the property or possessions of the Customer caused by the pet shall be notified to the Customer at the earliest opportunity. 

1. The Customer shall advise Scallywagz of anyone who will access their property during a period of Service, including but not limited to cleaning services, maintenance personnel, friends, family, and neighbours.  If damage occurs to the Customer’s possessions or property or in the event of loss or injury of the Customer’s pet during a Service period where additional parties can access the premises, Scallywagz shall be held harmless from all damage and loss claims unless Scallywagz can be shown to be negligent. 

1. Scallywagz requires the Customer to leave their property in a secure condition.  The Customer shall hold Scallywagz harmless from claims for loss or damage if windows are left open, or doors unlocked by the Customer. 

1. Night Nanny 

1. Hours and Charges 

1. The Night Nanny base package is charged ‘per night’, 8:00pm to 8:00am.  Customers may book additional, daytime services in addition to the base package. During the base package of 8:00pm to 8:00am, pets are not left unsupervised.   

1. The terms for services that are booked in addition to support a Night Nanny booking are listed as separate services throughout this document.    

1. Provisions 

1. Customers will supply sufficient food, bedding, toilet, and cleaning products for their pets as is necessary for the duration of the Service.  Where supplies are inadequate or missing, Scallywagz will contact the Customer and agree a method to resolve the issue.  Any agreed costs incurred by Scallywagz shall be reimbursed by the Customer on their return. 

1. Housekeeping and Security 

1. Scallywagz will properly dispose of pet waste during the Service period, as specified by the Customer om the online third-party booking system. 

1. Scallywagz shall do everything that is reasonably practical to clean up after Customer’s pets during the period of Service.  Whilst all reasonable efforts will be made, Scallywagz cannot be held liable or responsible for any stains, marks or damage caused by the pet’s behaviour or the attempts to clean it. 

1. Any damage to the property or possessions of the Customer caused by the pet shall be notified to the Customer at the earliest opportunity. 

1. The Customer shall advise Scallywagz of anyone who will access their property during a period of Service, including but not limited to cleaning services, maintenance personnel, friends, family, and neighbours.  If damage occurs to the Customer’s possessions or property or in the event of loss or injury of the Customer’s pet during a Service period where additional parties can access the premises, Scallywagz shall be held harmless from all damage and loss claims unless Scallywagz can be shown to be negligent. 

1. The Customer shall advise Scallywagz of anyone who will be staying overnight in property during a period of Service.  Scallywagz reserves the right to refuse to conduct the overnight portion of the Services if another party is staying in the property during the period of the Services.  The Customer shall not be entitled to any reimbursement of fees in this event.  

1. Scallywagz requires the Customer to leave their property in a secure condition.  The Customer shall hold Scallywagz harmless from claims for loss or damage if windows are left open, or doors unlocked by the Customer. 

1. Scallywagz agrees to leave the property in the same level of cleanliness than that at arrival.  The Customer agrees to make available cleaning materials and equipment to enable the cleaning of the property during the period of the Services. 

1. The Customer accepts and confirms that CCTV within the home is for the surveillance of their pets and not for the surveillance of the Pet Sitter.  In rooms where the Pet Sitter shall sit and relax within the home, CCTV shall not be trained on seating and shall be trained on the areas where the pets rest, such as pet beds.  

1. The Customer accepts and confirms that the Pet Sitter shall have reasonable expectations to privacy in rooms such as the bathroom and the room that they have been allocated to sleep in, and that internal CCTV is not present in these rooms (or is switched off).  The Customer agrees that where CCTV equipment cannot be removed or disconnected in these rooms, it may be covered to afford the Pet Sitter adequate privacy.   

1. Pet Sitter Accommodation 

1. The Customer shall designate a bedroom for the Pet Sitter to use whilst providing the Services.  The Customer shall leave sufficient bedding for the bed to be changed as agreed in the online third-party booking system. 

1. It is agreed that the Pet Sitter shall have access to all rooms within the property and all appliances within the home unless specified otherwise on the online third-party booking system. 

1. The Customer agrees to leave the property in a clean and tidy condition for the Pet Sitter’s arrival.  The use of bed linen and towels must be covered in the online third-party booking system. 

1. There must be access to sufficient hot water and a reasonable heating level within the property for the Pet Sitter to be clean and comfortable.  Where heating is not sufficient for the current climate, Scallywagz reserve the right to use portable electric heaters to supplement the heating system within the property.   

 

 

In agreeing to this Agreement through the online third-party booking system, both parties acknowledge they are legally authorised and entitled to do so, they fully understand and accept the terms (having taken legal advice if they consider it appropriate or necessary) and agree to be bound by the terms.