Contract February 2025

TLC Dog Walking - Client Contract

PLEASE READ THE FOLLOWING TERMS AND CONDITIONS CAREFULLY. BY USING OUR SERVICES, YOU AGREE TO THESE TERMS.

Client Portal & Insurance Compliance

All clients must complete their information in the Client Portal and confirm whether their dog(s) can be walked off-lead for insurance purposes. To view previous contract versions, access your Client Portal using the password provided.

Last updated: February 2025

1. Agreement

This agreement is between TLC Dog Walking (the "Company") and the dog owner (the "Client"). The Client engages the Company’s services under the terms outlined in this contract, alongside the Pet and Owner Information form and the Veterinary Release Form. Any reference to pets in this contract pertains to those listed in the Client Portal.

The primary contact in the Client Portal is the contract signatory.

2. Cancellations & Early Termination

Either party may terminate this agreement with at least 24 hours’ notice before the first scheduled walk without penalty.
Cancellations made with less than 24 hours’ notice may be charged at the full rate or rescheduled at the discretion of the Company.
If a dog becomes aggressive or dangerous, the Company may terminate this agreement immediately.
Providing misleading or incorrect information in the Client Portal may result in contract termination.
The Client agrees not to contact any Company-employed dog walkers for services within 24 months of terminating services with TLC Dog Walking.

3. Liability

The Company is not responsible for any breach of security, loss, or damage if other individuals have access to the Client’s property.
The Company is not liable for incidents occurring when a dog has unsupervised outdoor access.
The Client is responsible for all medical expenses and damages resulting from injury to a walker caused by their dog(s).
The Company is released from liability regarding transportation of dog(s) to and from veterinary clinics or kennels and associated medical expenses.

4. Indemnification

The Client agrees to hold TLC Dog Walking and its employees harmless against any losses, claims, or damages related to their dog’s behaviour unless caused by negligence of the Company.

5. Emergencies

In an emergency, the Company will contact the Client. If the Client is unreachable, the walker is authorised to:

Transport the dog to the listed veterinarian (or an alternative in an emergency).
Seek on-site veterinary treatment.
Take the dog to an emergency clinic if necessary.

6. Security

All keys, access codes, and security information will be kept secure and confidential.
Keys will be returned upon contract termination or upon request once the final bill is paid in full.
If a dog poses a safety risk, the Company reserves the right to terminate services immediately and place the dog in a licensed kennel at the Client’s expense if contact cannot be made.

7. Safety & Equipment

Clients must provide well fitting collars, harnesses, and name tags to ensure their dog’s safety.
If necessary, a well fitting muzzle must be provided upon request.
TLC Dog Walking are not responsible for failure of any clients equiptment.

8. Off-Lead Walking

We are an off-lead dog walking company, but this will only be in safe and appropriate areas.
If your dog can not be off the lead, please ensure you have told the team leader and acknowledged this in the Client Portal, otherwise it will be believed the dog is ok to be off the lead.

9. Pricing & Payments

Pricing updates will be posted on the website. New clients are subject to current rates; existing clients receive a minimum of 3 months’ notice of price increases and TLC Family Club members will get the current rates until the renewal is due.
Payments are due upon request, and invoices specify payment deadlines.
Late payments incur a £10 admin fee and 8% interest per annum above the Bank of England base rate, accruing weekly.
Overpayments will be credited towards future invoices. Refunds are subject to a £10 admin fee and processed within 10 working days upon request.
If you have an overcharge on your invoice, please let us know by emailing your team leader and pay the rest of the invoice by the due date.
Bank Holidays are charged at extra time, as is the week around Christmas and new year.

10. Holidays

Please give us notice if you will not need a dog walk
We cancel all walks on Bank Holidays
Any walks required on Bank Holidays must be booked in even if you have repeat walks.
There may not be a dog walker available on Bank Holidays
The week around Christmas and New Year is taken by us as a holiday as we are very quiet at this time, so any walks must be booked in advance and will be either one or two hour solo walk prices. 30 minute solo walks are not available at this time.

11. Team Assignments

Clients agree that any member of the TLC Dog Walking team, may walk their dog(s). While consistency is prioritised, substitutions may occur.

12. Client Responsibilities

The Client agrees to:

Keep payments up to date.
Maintain accurate information in the Client Portal.
Provide and maintain suitable walking equipment.
Ensure the dog is free from kennel cough, fleas, and worms.
Inform the Company if the dog is in season.
Allow the walker property access upon arrival.
Provide a suitable location for drying the dog post-walk.
Maintain pet insurance or a payment method for veterinary expenses.
Ensure walks in the Client Portal are accurate and confirmed.
Not contact former TLC dog walkers for 24 months after ending services.

13. Walker Responsibilities

Our walkers agree to:

Prioritise the safety of all dogs.
Leave clients’ properties secure.
Complete all scheduled walks or inform the Client otherwise.
Follow the Client Portal schedule and allocated time slots.
Read and understand client instructions thoroughly.
Use positive reinforcement training methods.
Generally walk no more than three dogs at a time for the small dog groups, and 6 in the regular dog groups (as permitted by insurance).
Dry dogs with an Aquasorb towel, using the Client’s towel if provided.
Ensure all dogs are covered under the Company’s insurance for any incidents that occur during scheduled walks.

14. Agreement Terms & Alterations

This contract, along with the Client Portal information, constitutes the entire agreement. Updates will be accessible in the Client Portal and must be reviewed before agreement renewal.

This contract applies to all current and future pets owned by the Client unless otherwise specified.

By using our services, you confirm you have read, understood, and agreed to these terms.

TLC Dog Walking

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