Terms & Conditions
Please ensure you read these fully
THE AGREEMENT
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This document, referred to as "The Agreement," outlines the terms and conditions under which Wavy Tails Dog Care ("the Provider") will fulfil its obligations as described in the document titled "The Service." This offer is subject to your ("the Client") acceptance of all the terms and conditions outlined in this Agreement ("Terms & Conditions of Service").
By utilising this Service, you acknowledge and consent to abide by Wavy Tails Dog Care's Terms and Conditions.
If you do not consent to the Terms and Conditions of Service, please refrain from using the Service and thereby decline this Agreement.
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The Service
As part of Wavy Tails Dog Care's standard procedure, all dogs/pets will undergo an initial assessment (meet and greet) conducted by Tayne prior to the scheduled event/booking.
The meet and greet session will last no longer than 30 minutes and serves as an opportunity for Tayne to get to know you and your dog. During this meeting, Tayne will also introduce your dog to the resident dogs, Woody & Luna. Additionally, Tayne will gather essential information about your dog. After a successful meet and greet, you will receive the booking form.
Please note that it is a legal requirement based on my Licence that I must offer a trial night, which will incur a charge. You can book this trial night via the provided booking form.
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General
All bookings are bound by these Terms and Conditions. Changes or variations to the Terms and Conditions may occur periodically, and clients will be notified of such changes via email.
Wavy Tails Dog Care respects the confidentiality of your personal information and will not disclose your details to any third parties without your explicit consent. The Client grants permission for Wavy Tails Dog Care to use photographs/videos of their pet(s) on their social media accounts.
Charges
The charges for the services will be communicated to the Client at the time of booking and shall be considered accepted upon confirmation of the booking.
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Your booking will be confirmed and proceed only after all charges have been paid in full.
If the charges remain unpaid by or on the 28th day before the scheduled pet care, the Provider reserves the right to terminate their services to the Client, resulting in no refund unless prior arrangements have been made.
Bank Holidays will incur double charges, i.e., the standard fee will be doubled for those days. Weekends will be charged at the regular rate, except in conjunction with Bank Holidays.
Should the Client fail to retrieve their pet(s) within the agreed-upon timeframe and require the Provider to extend the care, the fee for the chosen service will be added accordingly and must be paid before collection.
All quoted prices are valid for a period of 7 days only. Failure to confirm within this timeframe may result in a new quote being issued, potentially incurring additional costs. Quotes provided via unofficial means, such as social media platforms or verbally, may not be honoured. Official quotes will be sent via email on a Wavy Tails Invoice.
Boarding charges are calculated per 24 hours. If care extends beyond the standard 24-hour period, additional charges will apply accordingly. For example, if drop-off is at 9 am on Friday and collection is at 6 pm on Saturday, the Client will be charged the standard boarding fee plus the full-day daycare fee.
Bookings made within 28 days of the scheduled service will require full payment immediately. Trial services will also necessitate immediate payment.
In the event that the pet(s) cannot attend the scheduled session due to illness or any other reason, Wavy Tails will retain the payment made, as it is challenging to find a replacement at short notice and compensate for the lost income.
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Cancellations and Refunds
As soon as your initial payment is made, you enter into a contract with Wavy Tails, and the following terms apply: Wavy Tails is dedicated to providing the best care for your dogs and ensuring a seamless experience for my clients. To maintain the quality of my services and manage bookings effectively, please familiarise yourself with my cancellation and payment policy, which includes the following key points:
Daycare Cancellation Policy:
A. Cancellations Before 28 Days:
- If you need to cancel a daycare reservation more than 28 days before the invoice is sent on the 21st day, I ask that you provide me with prompt notice.
- These dates will be removed from your upcoming invoice.
B. Cancellations after the specified date/time.
- Cancellations made beyond the specified deadline will not be excluded from your upcoming invoice, as I have provided all customers with a cutoff date/time for cancellations. Any cancellations occurring after the specified dates will still necessitate payment.
Boarding Cancellation Policy:
I understand that life can be unpredictable, and I aim to be flexible. If you need to cancel your boarding reservation, I can work with you to find another available date in the future, subject to availability. Please notify me as soon as possible if you need to make changes. However, there will be no refund if you cancel.
In case of cancellation on the customers behalf due to any force of nature, such as snow or flooding, Wavy Tails will not provide refunds for missed dates resulting from these circumstances. Wavy Tails will continue to operate and accept drop-offs at any time, provided that collections occur before closing hours.
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Payment Terms:
Invoices for daycare services will be sent on the 21st of each month for scheduled services and are due no later than the 27th of the month by 6:00 PM. Failure to make payment on time will result in an automatic £10.00 per day charge.
Balances for boarding services scheduled within 28 days are due no later than 28 days before the service start date by 6:00 PM. It is essential to make timely payments to secure your pet's reservation. Failure to make the payment as required will result in the automatic cancellation of the services without any refund.
In the case of exceptional circumstances or emergencies, please reach out to me directly to discuss your situation, and I will do my best to find a fair resolution.
If your dog(s) causes any damage to Wavy Tails property, you will be expected to replace the damaged item(s) or provide a refund for replacement.
If any payment has been made for future bookings and you cancel further services, Wavy Tails will only refund the payment if they cancel on you. If you choose to remove your dog from daycare/boarding, Wavy Tails will consider it as a cancellation with no refund due back to the customer.
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Your Pet/s​
Your dog will receive the utmost care and love at Wavy Tails. I will always provide stimulating activities and plenty of exercise. Your dog will get our full attention, and I will never put my needs above theirs.
It is important that you provide me with full information about your dog's needs and requirements. I rely on the information you provide during the initial meet and greet and the form you fill out.
Wavy Tails will not accept bookings for badly behaved or aggressive dogs. If I reasonably believe that a dog is aggressive towards humans or other animals, I will immediately terminate the agreement. I will contact you first to arrange for your dog's collection. If you are not reachable, I will contact your emergency person. In such cases, your dog will be isolated from other dogs in Wavy Tails' care until you have collected them. Please note that I will not tolerate bad behaviour in my home or during walks. If bad behaviour is consistent, I will ask for your dog to be collected immediately. Any payments made will not be refunded for badly behaved or aggressive dogs and any damages caused to my home or items within it, will require payment before collection.
If necessary, your dog will be taken to a vet. You are responsible for any fees incurred during your absence or the assignment. If your dog becomes ill while you are away, I will first contact your emergency contacts to discuss the next steps for your dog's care.
At Wavy Tails, I hold a full Pet First Aid Certificate, ensuring I am well-equipped to handle accidents or emergencies. In the event of any serious incidents, your dog will be taken to their vet, and emergency contacts will be informed.
Please ensure that all vaccinations, including flea and worming treatments, are up to date. Failure to do so may result in the cancellation of the service, as outlined in the cancellation terms and conditions mentioned above.
Female dogs in heat (season) cannot attend daycare or boarding at Wavy Tails.
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Dog Walking
The Client agrees to ensure their dog has not eaten in the hour before any walks. This is to allow sufficient time for food digestion before any exercise. Failure to comply may result in the potentially life-threatening condition known as Bloat (Gastric Torsion). I take this matter seriously, and if I suspect that your dog has just eaten, I will not take them for a walk as it poses a risk to their health. In such cases, your dog may not have a walk.
Wavy Tails is insured to walk up to 6 dogs. I will gather all necessary information from the Client before taking their dog on a walk. It is the Client's responsibility to communicate their dog's behaviour. For new dogs, I will always have them on a long lead attached, even if the Client has signed the off-lead consent form. This approach ensures a strong bond is established between myself and the Client's dog. Until I am confident with the dog's recall, they will be kept on a long lead (5 metres) to meet their exercise needs safely.
The Provider will request any dog walking equipment, such as leads, toys, bags, and treats, from the Client. In case the Client does not have this equipment readily available, we can provide these for the walk. However, we request that the Client accommodate these needs and provide their equipment when possible.
In the event of an accident, I will promptly seek the necessary help. This may include administering first aid immediately or taking the dog to a vet. I will inform all emergency contacts and the client of the situation.
Wavy Tails will walk your dog for no less than one hour a day. I will ensure your dog receives a full hour of exercise. This is of course, weather permitting.
Pregnant dogs or dogs in season are not allowed to attend any walks for safety reasons.
Any dog that does not have a collar with an ID tag will not be taken for a walk. It is a legal requirement to wear a collar with an ID tag.
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Car Journeys ​
Wavy Tails will always ask how your dog feels during car journeys since it's how we travel together. While your dog may be uncomfortable at first, I will take all necessary precautions to ensure a safe journey.
At Wavy Tails, I hold a full, clean driver's licence, and my vehicle is fully insured, taxed, and will have an up-to-date MOT if the vehicle requires one. Your dog will be secured with the appropriate dog seat belt restraint to keep them safe during transportation. Please make sure to provide suitable harnesses for this purpose.
In the event of an accident, Wavy Tails may need to use our car to transport your pet to the vet promptly. Rest assured that your pet's safety and well-being are our top priorities.
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Polite Notice
Regarding the collection times for your dogs, unless the client has booked a specific time, all dogs are to be dropped off between 8am and 9am with collection between 5pm and 6pm. Generally, dog walks are conducted from 10 am ensuring their daily walk has happened before collection. If the client has specified a different drop off and pick up time, I will try to be flexible in accommodating their needs, meaning the pickup and drop-off times may vary from day to day. However if pick up and drop off times are different to the normal working hours, there could be further charges for this.
For Doggy Day Care & Boarding clients, Wavy Tails expects the pets to be collected within the agreed time frame stated on the booking form. If the client requests extra time for collection, this will incur a charge. I understand that travel disruptions may occur, and there will be no charge for up to 10 minutes after 6pm, however, any collection exceeding 10 minutes after the agreed time, will incur charges of £10.
In the event of extreme weather conditions that may adversely affect the client's pet, such as heat or thunderstorms, Wavy Tails will take appropriate action as deemed necessary, including adjusting arrangements or postponing scheduled exercises until it is safe to proceed. For hot weather, I may take the dogs to shaded areas or offer ways to cool down at my premises, such as paddling pools or covered garden spaces.
If the client's pet becomes sick or injured while under our care, I will immediately notify the client. In an emergency situation where the client or emergency contact is not reachable, I will seek medical attention from a vet, and payment will be requested from the client during the vet visit, as agreed upon in the booking form.
Wavy Tails will prioritise data protection and confidentiality. No identifying information, such as street addresses, door numbers, licence plates of cars, or images of the home exterior, will be captured. All images used on our social media pages will be checked to ensure compliance with these privacy standards.
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When sharing information online, Wavy Tails will never post about pets being looked after for holiday purposes, and I will not disclose the pet's location, whether at home or on walks. I will not share check-in points or GPS locations on social media to protect the privacy and security of the client's pet.
As a one-person business, in the event of my own sickness, I will make every effort to arrange for alternative care for your pets. If finding a secondary source is not possible, refunds will be provided. While this situation is rare, it is essential to outline it in case of any unforeseen illness affecting myself or my own dogs.
Due to the nature of being a sole proprietor, I will occasionally take holidays to spend time with my family. I will give the client a minimum of 4 weeks' notice if any holidays affect their pet's care. Notifications about holidays or time off will be communicated through email, Whatsapp and will also be visible on your invoices, So please ensure that you have Wavy Tails number and email, stored in your phone.
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Other Conditions (inclusive and extra to the above)
Commencement Date and Duration
This agreement shall commence on the date when the forms are submitted and/or the deposit is paid, and it will remain in effect until;
a. The boarding date has come to an end.
b. Wavy Tails releases you from your contract.
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Services
Wavy Tails shall perform the Services in an attentive, reliable, and caring manner, utilising all reasonable skill and care, while adhering to the Policies & Procedures and any relevant information outlined in the Booking Form.
Wavy Tails will act in accordance with all reasonable instructions provided by the Client, as long as these instructions align with the agreed-upon Services specified in the Policies and Procedures.
Wavy Tails is responsible for ensuring full compliance with all applicable statutes, regulations, bylaws, standards, codes of conduct, and any other relevant rules governing the provision of the Services.
Client’s Obligations
The Client shall make all reasonable efforts to provide the necessary and pertinent information to Wavy Tails for the proper provision of the Services.
The Client authorises Wavy Tails to carry out the agreed-upon Services.
The Client affirms that all information provided to Wavy Tails is true to the best of their knowledge, information, and belief.
The Client confirms that all required vaccinations, treatments, licences, permits, etc., mandated by law for the ownership of the pet, have been obtained.
The Client may issue reasonable instructions to Wavy Tails concerning the provision of Services. Such instructions should align with the specified Services outlined in the Policies and Procedures.
The Client will be responsible for all medical expenses and damages resulting from any injury caused by the pet to Wavy Tails, its employees, agents, or to other persons, including damage to Wavy Tails' property. A receipt will be provided to the Client for payment.
The Client shall fully indemnify Wavy Tails against costs and damages arising from any claims resulting from injury or death caused by the Client's pet to any person.
The Client authorises Wavy Tails to arrange for any necessary emergency veterinary care during the provision of Services. Wavy Tails will make reasonable efforts to obtain the Client's consent before obtaining emergency care.
The Client agrees to reimburse Wavy Tails for any additional fees and expenses incurred while providing emergency care. The Client further agrees to cover the cost of additional visits that may be necessary to ensure the pet's safety or monitor its progress in recovering from sickness or injury.
Wavy Tails will make every effort to use the pet's normal Veterinary Surgeon, whenever possible. However, the Client authorises Wavy Tails to appoint an alternative Veterinary Surgeon if the pet's usual veterinarian is unavailable, to examine the pet and carry out appropriate treatment or surgery.
The Client shall ensure that Wavy Tails has access to the Client's home or other specified location at agreed-upon times between both parties.
Any delay in the provision of Services resulting from the Client's failure or delay in complying with any provisions in this Clause 3 shall not be the responsibility or fault of Wavy Tails.
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Fees and Payment
Wavy Tails will invoice the Client for the Services, and the Client agrees to promptly pay the Fees as specified in the invoice.
The Client also agrees to reimburse Wavy Tails for any additional fees related to emergency care and any expenses incurred, such as unexpected visits, transportation, housing, food, or supplies.
If the Client fails to make any payment on the due date, Wavy Tails reserves the right to charge the client a daily late fee.
Should any payment due under this agreement remain unpaid for 7 days after its due date, Wavy Tails may suspend their contractual obligations under this Agreement to provide the Services until payment is made.
Payments will be due as per the booking confirmation. For securing boarding services, a 50% deposit will be required immediately. However, if the requested booking falls within 28 days from the service start date, full payment will be required. Daycare services will require full payment as per the invoice.
In the event that Wavy Tails cancels or is unable to provide the Services, they will either arrange alternative services or providers of equal value and quality to what was originally agreed upon or refund any monies paid for the Services under this Agreement. Wavy Tails will provide 24 hours' notice for such cancellations, or if 24 hours is not practical due to sudden events or emergencies, notice will be given as soon as reasonably possible.
Upon sending invoices, payment is required no later than 6pm by the date on the invoice. Failure to do so may result in the cancellation of the service. Deposits for boarding are due within 24 hours of receipt and 28 days before the service is scheduled to start. For trial boarding, payment is due upon receipt of the invoice.
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Early Termination
Either Party serves not less than [48] days written notice on the other Party. Wavy Tails will actively seek a replacement dog and if one is found, Wavy Tails will terminate your contract earlier.
Wavy Tails may terminate the Agreement with immediate effect by providing written notice to the Client if any outstanding Fees or charges owed by the Client to Wavy Tails remain unpaid for 7 days. Upon termination, the Client shall settle all fees, expenses, and charges incurred up to the agreed date of termination of this Agreement.
​The Client is expected to settle any outstanding payments before or on the 28th day before their service is due to start for boarding. For daycare, your invoice must be paid by 6pm on the 27th of each month. This includes ensuring that all forms are filled in and submitted in a timely manner. Failure to comply with these requirements will result in Wavy Tails terminating the contract, and no refunds shall be given. Wavy Tails will provide prior notice to the client via email, reminding them about the due forms and balance payment. If there is no response from the client, Wavy Tails will cancel the booking starting from the 28th day at 6 pm or 7 days for daycare.
Insurance
Wavy Tails 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.
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.
Indemnity and liability
Wavy Tails 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 Wavy Tails.
The Client shall accept full liability and responsibility for any event occurring or arising from the behaviour or characteristics of their pet.
The Client will indemnify Wavy Tails against any damage or injury caused by the pet towards any property, person, or other animal. This includes, but is not limited to, veterinary, medical, and legal fees.
Wavy Tails 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 Wavy Tails against any such claims as may be made against it arising out of or in connection with this Clause.
Wavy Tails accepts no responsibility or liability for the security of the Client's property or premises, or any loss or damage that may be sustained as a result of actions taken by third parties who also have access to the Client's property or premises, either before, during, or after the expiry of this Agreement.
Wavy Tails shall not be liable for the injury, loss, death, or any legal actions, whether civil or criminal, any fines or legal penalties that may be imposed on pets or their responsible guardian, who gain unsupervised access to the outdoors or within any other enclosed spaces, if Wavy Tails has not used all reasonable care for the supervision of the pet while in their immediate care or provision of the services. This may include incidents of pets escaping from their designated or restrained areas or unexpected bolting.
Wavy Tails will care for the pet as the Client would, and while Wavy Tails 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, Wavy Tails cannot be held liable for any loss, illness, or injury of any pet while in their care, nor for any death of a pet unless Wavy Tails can be shown to be negligent.
The Client is responsible for any veterinary bills, no matter how they are incurred, while pets are in the care of Wavy Tails.
Nothing in this Agreement shall limit or exclude Wavy Tails' liability for death or personal injury.
Aggressive or antisocial animals
In the event that any pet exhibits aggressive or dangerous behaviour, the Service Provider reserves the right to take appropriate action in the best interest of the animal, other animals, and people involved, as they see fit. This may include, but is not limited to:
Refusal to continue providing services and immediate termination of the Agreement.
Seeking assistance from a qualified Veterinarian, the R.S.P.C.A, or law enforcement.
Temporarily placing the pet in a boarding kennel.
All expenses incurred while taking action, will be the responsibility of the Client and will be directly chargeable and recoverable from them.
If the Client fails to specify the pet's behaviour and characteristics in the Booking Form, and the Service Provider terminates the Agreement and no refund of Fees will be provided to the Client.
Should your dog display signs of aggression or any disruptive behaviour that may cause distress to other dogs or the possessions of Wavy Tails, immediate action will be taken. Wavy Tails will contact you or your emergency contact to promptly collect your dog. Your dog will be kept separate until you arrive for collection. Wavy Tails maintains a strict policy against any form of disruptive behaviour. In the event that any damage is caused, payment will be requested before you collect your pet.
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Force Majeure
Both parties involved in this Agreement shall not be held liable for any damages or have the right to terminate the Agreement due to delays or defaults in fulfilling their obligations caused by circumstances beyond their control. Such circumstances may include, but are not limited to, acts of God, war, strikes, fires, floods, governmental restrictions, or power failures.
In the event that either party (referred to as the "Affected Party") is unable to fulfil its obligations due to an unforeseen or known Event of Force Majeure, the Affected Party shall promptly notify the other party.
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Assignment
The Service Provider has the right to fulfil any obligations mentioned in this Agreement by engaging any other member of its group or qualified subcontractors. In such cases, any actions or omissions made by these other members or subcontractors will be considered equivalent to actions or omissions of the Service Provider for the purposes of this Agreement.
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Data Protection
Wavy Tails shall refrain from using or disclosing any sensitive or private data or information regarding the pet owners to any third party, except for the necessary information required by a caregiver to carry out their responsibilities. All data concerning the client, their property, and their pets will be stored and handled in compliance with the Data Protection Act 1998 and the General Data Protection Regulations (GDPRs), as required.
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Entire Agreement
This Agreement, along with the Policy & Procedures document, and Booking Form, constitutes the entire and exclusive agreement between the Parties, and it overrides all prior written or verbal agreements, representations, and understandings between them. Any changes or modifications to this Agreement must be made in writing and require the signatures of both Parties.
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Notices
Any notice that needs to be given under this Agreement must be in writing and can be served by hand, post, or electronic mail.
Notices shall be considered served under the following conditions:
When delivered by hand, they shall be deemed served upon delivery.
When delivered by using a 'signed for upon delivery' postal service or courier, they shall be deemed served upon acceptance of delivery by the recipient's signed receipt.
When transmitted via electronic mail, they shall be deemed served immediately following transmission, provided that the sender does not receive a non-delivery message.
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Governing Law and Jurisdiction
This Agreement, its formation, and any contractual disputes, claims, or interpretations shall be construed and governed in accordance with the laws of England & Wales, and the Parties hereby consent to the exclusive jurisdiction of the courts of England and Wales.
Any delay in either party enforcing its contractual or legal rights shall not prejudice, restrict, or prevent the right of any injured party suffering a loss from enforcing its rights at a later date or in case of a later breach. Any such action must be brought in accordance with the Civil Procedure Rules and the Statute of Limitations regarding any such action.
By agreeing to this Agreement through the booking form, both parties affirm that they are legally authorised and entitled to do so. They acknowledge that they fully understand and accept the terms (having sought legal advice if they consider it appropriate or necessary) and hereby agree to be bound by these terms.