Answers

General

How Do I Book?

If you are already a client with us - you can create a new booking online, at any time you wish, via the client area.

If you are not yet a client - you'll need to go through our on-boarding process first. Simply drop us a message via our contact page and let us know a little about your pet(s) and which of our services you are interested in. We will get back to you as soon as possible to discuss how we can help.

 

What Does The Initial Consultation Involve?

You will first be asked to complete our digital on-boarding form. This involves filling out some quick details about yourself and your pet via our website, during which you will get opportunity to read our terms as well as view our staff CRB/DBS certificates. At the end of the onboarding form you will be able to pick a time and date for a staff member to visit in person to introduce themselves to you and your pet. This is just a friendly and informal chat to discuss your requirements and answer any questions that you may have. If you're happy to go ahead at that point we'll collect any keys and leave you the login details for your online account, so that you can place your first booking whenever you are ready.

 

How Will The Billing / Invoicing Work?

Clients place bookings for the dates they require using our online booking system. Once the bookings have been fulfilled by us, we automatically generate an invoice and email it to you.

  • For pet sitting only clients, we email your invoice on the last day of service.
  • For dog walk clients, we invoice you for one calendar month at a time (in arrears) and we email it through on the 1st of the month.
Payments are due within 14 days of the invoice being sent through and can be paid for via the client area on our website, using any payment method listed below. If you have setup a Direct Debit, then we will automatically collect the payment on your invoices due date (or the following working day for bank holidays and weekends), without any further action needed.

 

What Payment Methods Are Accepted?

For dog walk bookings - we require that a Direct Debit is setup with us (it takes 2 minutes to do the one-off setup which consists of a single online form). We then notify you prior to taking any payment, including the date and amount we will debit. On the due date the sum owed will be automatically debited from your account - fast, secure and hassle-free. You are also protected by the Direct Debit guarantee, which grants you an immediate refund, directly from your bank, if you believe an error has been made, as well as the ability to cancel the Direct Debit mandate at any time you wish.

For home / pet sitting or taxiing bookings - we accept online card payments, Direct Debits, direct bank transfers (eg. internet / phone banking) or cash.

 

Will We Meet The Walkers/Sitters First?

Yes. We always visit our clients first to introduce ourselves, meet your pet, sign paperwork and collect house keys.

 

How Do I Know You Are Trustworthy?

In addition to meeting us personally, every staff member has a clean DBS / CRB certificate (as discussed below) and can provide references and testimonials on request. Unlike many sole-trader dog walkers/pet sitters, we are an established private limited company formation and as such have a verifiable company record/history.

 

Do Staff Have DBS / CRB Certificates (criminal record checks)?

Yes. Every member of our staff holds a valid disclosure certificate (also known as CRB or DBS certificate) issued by the UK government (Disclosure & Barring Service). This government produced document certifies that the staff member has no criminal convictions. We will provide you with a valid https://disclosure.homeoffice.gov.uk verifiable e-certificate for you to inspect ahead of the visit. Our staff can also bring a physical copy for you to check during the initial consult visit.

 

Are You Insured?

Yes. We are fully insured for liabilities that occur while the pets are under our supervision. A copy of the insurance certificate can be made available for you to inspect at any time, upon request.

 

Is There A Cancellation Fee?

We have a standard cancellation fee of £5. For cancellations with 24hrs notice, we'll automatically waive the fee if you meet our minimum bookings criteria and have fewer than 25% lifetime bookings cancelled.

 

What If There Is An Emergency Or Accident?

We will attempt to contact you in the first instance (or your preferred emergency contact) and then, if required, we will follow the instruction in your completed veterinary release form and transport your pet to a local veterinary surgery for attention. We also keep a medical kit in each of our vehicles for basic on-site care.

 

Will You Need My Key?

We will require a key and/or access code for any period of bookings where you will not be available to handover/receive your pet.

 

What Security Precautions Do You Take?

Keys are stored in a secure safe with non-descript identifiers (we never store contact details with the keys). While this has never happened to us - if a key under our care should ever get lost, we are insured to cover the cost of key / lock replacement for your premises.


Dog Walking

What Times Are Dog Walks Available?

We offer several time slots each weekday (mon-fri only), between 09:00 and 17:30 - please contact us for current slot availability info. Your dog will be collected within these time periods, walked and then returned home safe and sound.

 

What Is The Minimum Booking Amount?

Most of our walk slots have a requirement of between 3 and 5 walks per week, with a general minimum of 35 bookings per 90 days in order to retain a place on our group walks. If your account falls below the threshold (and you haven't notified us of a temporary hiatus), our booking system will require a minimum amount of bookings to raise your average. If you continue to remain below the threshold for an extended period of time your reserved space will be permanently allocated to another client.

 

How Do You Transport The Dogs?

We collect dogs using one of our vehicles which will always include air conditioning/climate control, seatbelt harnesses, bedding and non-spill water bowls. If you live within a brief walk of a local park, we may opt to lead-walk them there instead.

 

Where Do You Walk The Dogs?

We use local public facilities, such as parks, meadows and walkways. Dogs are kept away from public roads and busy pavements where possible.

 

Does My Dog Need A Collar & Tag?

Yes. It is a legal requirement under the Control of Dogs Order 1992 that the dogs we walk have a collar and a tag displaying the name and address of the owner.

 

Does My Dog Need To Be Microchipped?

Yes. It is a legal requirement that all dogs are microchipped from 6th April 2016, as per the Microchipping of Dogs (England) Regulations 2015.

 

Do You Walk Dogs Off-Lead?

We always seek the owners permission / instruction during the initial consult; however, most owners prefer that we allow the dogs to roam free once in safe walking areas. Dogs are always walked on-lead while on pavements and crossing roads, as required by law (Road Traffic Act 1988). Some walking areas and situations may also necessitate keeping the dogs on-lead.

 

Do You Use Treats?

Yes. However if you would prefer that we don't offer treats, or if there are specific dietary requirements, just let us know.

 

How Many Dogs Are Walked At Once?

We always keep our groups to 4 or less, per walker. For dogs that are not good mixers or do not tolerate other dogs at all, we can arrange to take them on a solo walk instead.

 

What Breeds Can You Walk?

We can walk any healthy dog that does not pose a risk to our staff or members of the public and does not appear on the UK government banned dogs list:
https://www.gov.uk/control-dog-public/banned-dogs

 

Does The Walk Include Travel Time?

Your dog will have a full hour of walking (or 90 mins for Plus Service), regardless of the time taken to transport them to and from the walking area.

 

When Is It Not Possible To Walk The Dogs?

For the wellbeing of the pets under our care, we reserve the right to decline/cancel/reschedule walks in periods where the climate may pose a risk to their health (eg. heatwaves, floods etc). In this situation we shall notify the owner in the first instance and try to arrange an alternative timeslot.

 

What Happens During Dog Day Care?

Our day care is essentially an extended period of supervised care, where your dog remains with our walkers through their working day and it typically comprise of a number of dog walks, breaks and some occasional in-home sitting (at the clients address). We will walk and play with your dog(s) for considerably longer than our standard walk service and once they are tired we will allow them to rest while remaining in the care of professional walkers until home time. Please kindly note that this is not a boarding service.

 

When Is Dog Day Care Available?

We can collect your dog for day care after 09:30 and we are able to look after them until up to 17:30, giving them up to 8 hours of fun between those hours (2 hours for our mini day care service). For some border areas this may be 09:00 to 18:00 in order to accomodate the additional travel requirements. Day care availability is very limited and is only suitable for dogs that are group compatible.

 

How Is Day Care Charged?

We charge a flat rate per dog per day. For a full 8 hr day care booking, this equates to a significant discount over our standard hourly rates.

 

Pet Sitting

What Occurs During A Pet Sitting?

Our staff will attend your property and perform any agreed tasks - typically these might be:

  • Ensuring your pet(s) have fresh food and water.
  • Refreshing litter trays.
  • Administering any prescribed medications.
  • Spending time making a fuss over and playing with your pet(s).
  • Checking that there are no general issues that would require your immediate attention.
  • Setting thermostats, lights and/or curtains to your preference.

We will not allow access to the property by any non-staff member, unless authorised by you.

 

How Long Does A Pet Sitting Visit Take?

Our sitters will normally take around 15-20 minutes to complete a typical visit. Please note that the length of visits / playtime are not guaranteed on standard service bookings, however the ‘Sitting Booster’ add-on can be used to guarantee a minimum period of play time, or to simply extend a visit duration for a visible presence, if you require this. This booster is bookable in increments of 15 minutes, up to a maximum of 2 hours total visit time, and is charged in addition to our standard service fee. Full prices are available on our Services & Prices page.

 

What Animals Can Be Tended To?

Our pet sitters are able tend to cats, dogs, fish, birds, rabbits/guinea pigs, rodents and reptiles during a pet sitting visit.

 

Who Will Attend A Pet Sitting?

The visiting staff will meet the householder during the initial consult visit.

They will be: experienced member(s) of our staff, DBS / CRB certified (no criminal record), insured for pet sitting, at least 25 yrs of age. A maximum of two persons.

 

What About Home Privacy?

We operate a strict privacy and respect policy - Our staff will not enter any private rooms, nor open cupboards/drawers/etc. that the householder has not permitted us to access in order to perform our arranged duties.

 

Will I Need To Provide The Pet Food / Litter?

Yes. We do not supply any food or litter with our service, so we ask that all owners please leave a suitable supply of pet food / litter for our sitters to use during their visit(s).

 

What If I Have An Aggressive Or Temperamental Pet?

We regularly deal with a wide range of pets and varying personality types. Our pet sitters are experienced in dealing with such pets and, providing that the pet is not considered unmanageable, dangerous or a threat to our staff, we should be able to accept the booking. In the interests of both the pet and our staff, it may be necessary for us to withdraw or limit any included 'playtime'.

 

What If I Am Expecting A Guest To Visit During My Booked Dates?

This is not a problem, but we do ask that you please let us know if you are expecting guests during your absence as our staff will be otherwise instructed to decline entry to strangers for security reasons.

 

House / Home Visits

What Occurs During A House Visit?

Our staff will attend your property and perform any agreed tasks - typically these might be:

  • Collecting mail & paper deliveries.
  • Watering plants or lawns.
  • Performing a general perimeter check to ensure doors and windows are locked and that there are no general issues that would require your immediate attention.
  • Setting thermostats, lights and/or curtains to your preference.

We will not allow access to the property by any non-staff member, nor persons that have not been authorised by you.

 

 

Who Will Attend A House Visit?

The visiting staff will meet the householder during the initial consult visit.

They will be: experienced member(s) of our staff, DBS / CRB certified (no criminal record), insured for house sitting, at least 25 yrs of age. A maximum of two persons.

 

What About Home Privacy?

We operate a strict privacy and respect policy - Our staff will not enter any private rooms, nor open cupboards/drawers/etc. that the householder has not permitted us to access in order to perform our arranged duties.

 

What If I Am Expecting A Guest To Visit During My Booked Dates?

This is not a problem, but we do ask that you please let us know if you are expecting guests during your absence as our staff will be instructed to decline entry to strangers for security reasons.

 

Dog Walking in Avery Hill, Blackfen, Chinbrook, Chislehurst, Elmstead Woods, Eltham, Longlands, Mottingham, New Eltham, Sidcup, Welling & more...

We have dog walkers ready to walk your pet dog in South East London And Kent.

Pet Sitting in Avery Hill, Blackfen, Chinbrook, Chislehurst, Elmstead Woods, Eltham, Longlands, Mottingham, New Eltham, Sidcup, Welling & more...

Our pet sitters are able to look after your cats, dogs, fish, birds, rodents and reptiles in South East London And Kent.

We are reliable and experienced Dog Walkers in SE9
Dog Walkers in Mottingham
Dog Walkers in Chislehurst
Dog Walkers in Eltham
Dog Walkers in New Eltham
Dog Walkers in Sidcup

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