Terms & Conditions

Positive With Paws – Terms & Conditions

By booking a service with Positive With Paws, you agree to the following Terms & Conditions. These terms are intended to help keep your pet, your home and everyone involved safe and to make sure we have all the information needed to care for your pet appropriately.

These Terms apply to services offered by Positive With Paws, including dog walking, puppy and senior dog visits, dog and cat drop-in visits, small pet drop-in visits, evening visits, double-visit bundles, and all future services offered by Positive With Paws.

1. Definitions

“We”, “Us”, “Our” — Positive With Paws.

“You”, “Client”, “Owner” — the person booking the service and/or person responsible for the animal.

“Pet” or “Animal” — any dog, cat or small animal receiving care from Positive With Paws.

“Services” — any dog walking, pet sitting, drop-in visit or other pet-care service currently or in the future provided by Positive With Paws.

2. Meet & Greet

A meet and greet is required before the first booking for every new client.

A new meet and greet will also be required if more than 12 months have passed since we last provided a service for you. This is because your pet’s health, behaviour, routine, home environment or circumstances may have changed during that time.

The meet and greet allows us to:

• Meet you and your pet before care begins.

• Allow your pet to become familiar with us.

• Discuss your pet’s personality, behaviour, health and routine.

• Learn where food, leads, medication and other necessary items are kept.

• Discuss access to your home where applicable.

• Go through walking routes, feeding instructions and other relevant information.

• Identify any potential safety concerns.

• Make sure both you and Positive With Paws are comfortable proceeding with the booking.

A meet and greet does not guarantee that a booking will be accepted.

Both you and Positive With Paws have the right to decide not to proceed with a booking following the meet and greet, for any reason. This may be based on safety, animal welfare, suitability, practical circumstances, personal choice or simply whether we feel we are the right fit for one another.

3. Full Disclosure About Your Pet

You must provide complete and accurate information about your pet before services begin.

This includes any known:

• Medical conditions, injuries, allergies or health concerns.

• Medication or veterinary treatment.

• Behavioural concerns or previous behavioural incidents.

• History of biting, snapping or attempting to bite.

• Lunging, chasing or aggressive behaviour.

• Reactivity towards dogs, cats, other animals, adults or children.

• Resource guarding involving food, toys, beds, people or other items.

• History of chewing, damaging or swallowing household objects or other unsuitable items.

• Fear, anxiety or sensitivity towards particular people, animals, objects, noises or situations.

• Tendency to escape, climb, dig under fencing or otherwise leave secure areas.

• Tendency to rush towards or attempt to escape through doors when somebody enters or leaves the property.

• Recall ability.

• History of running away or failing to return when called.

• Behaviour around traffic, bicycles, runners and other common situations encountered on walks.

• Tendency to chase or attack wildlife.

• Behaviour around livestock including sheep, cattle, horses and other farm animals.

• Muzzle use, including why your dog wears one and when it is normally required.

• Whether your dog is currently in season/heat, is due to come into season, or has recently been in season.

• Whether your dog or other pet uses a crate, when and why the crate is used, and any normal crate routine we may need to follow.

• Previous incidents that could reasonably affect the safety of your pet, another animal, another person or Positive With Paws.

You must also tell us whether your dog is normally allowed off lead and whether they are considered safe around other people and animals.

Providing this information does not automatically mean we will refuse your pet. It allows us to make an informed decision about whether we can safely and appropriately provide the requested service.

However, Positive With Paws does not accept dogs known to be dangerous or aggressive where we believe they present an unacceptable risk to us, members of the public or other animals.

Failure to disclose relevant information may result in a booking being refused, cancelled or ended early.

You must inform us if any relevant information changes between bookings.

4. Home Occupancy During Drop-In Visits & Pet Sitting

Unless specifically agreed otherwise in advance, the property is expected to be free of other people during the time Positive With Paws is carrying out a drop-in visit or pet-sitting service.

This forms part of the conditions under which the service is booked and purchased.

This includes household members, visitors, tradespeople or other persons being present in the property during our scheduled visit unless this has been discussed and agreed beforehand.

If we arrive and unexpectedly find somebody at the property, we reserve the right not to enter or to end the visit if we feel uncomfortable or believe it is unsafe or inappropriate to continue.

This condition is in place for personal safety, security, insurance considerations and to avoid uncertainty over who is responsible for the animal during the booked period.

If you know that somebody will need to be present at the property, please discuss this with us before booking.

5. Access to Your Home

Where a service requires access to your property, you must provide a safe and reliable method of entry.

Keys, key safes, alarm systems, access codes and entry instructions must work correctly.

You must tell us about any security systems, door or gate issues, difficult locks, shared entrances or other circumstances that could affect safe access to or exit from your property.

We cannot be responsible for a shortened or missed visit where we cannot gain access because incorrect information has been supplied or the agreed method of entry does not work.

Reasonable care will always be taken when entering, leaving and securing your property.

6. Door Rushing & Escape Risks

You must tell us before the booking if your dog, cat or other pet is likely to:

• Rush towards an open door.

• Attempt to squeeze past somebody entering or leaving.

• Escape through a front, back or side door.

• Jump or climb over gates or barriers.

• Escape from a garden, enclosure or run.

This information is particularly important because we may be entering and leaving the property while your pet is loose inside.

Any specific procedure normally used to prevent your pet escaping must be explained during the meet and greet.

7. Dog Walking – Leads, Harnesses & Equipment

Dogs must have safe, secure and appropriately fitted walking equipment.

This may include an appropriate collar and/or harness, lead and legally required identification.

You are responsible for ensuring equipment supplied for your dog:

• Fits correctly.

• Is in good condition.

• Is appropriate for your dog’s size and strength.

• Cannot easily be slipped or escaped from.

Retractable leads may not be used where we consider them inappropriate or unsafe for the particular dog or environment.

We reserve the right to refuse or modify a walk where equipment appears damaged, unsuitable or unsafe.

8. Off-Lead Walking

A dog will never automatically be walked off lead simply because they are normally allowed off lead by their owner.

You must provide honest information about your dog’s recall, behaviour and history.

Any off-lead walking must have been specifically discussed and agreed with Positive With Paws beforehand.

We reserve the right to keep any dog on a lead or long line where we consider this safer, regardless of their normal routine.

We will not knowingly allow a dog off lead where we believe there is an unreasonable risk of the dog running away, approaching people or animals inappropriately, entering a road, chasing wildlife or livestock, or otherwise putting themselves or others at risk.

9. Muzzles

You must tell us if your dog normally wears a muzzle and explain the circumstances in which it is used.

Where a muzzle is required, it must be appropriately fitted and suitable for its intended use.

The reason for muzzle use must be disclosed during the meet and greet.

Positive With Paws reserves the right to refuse a booking where we believe we cannot safely handle or care for the dog.

10. Dogs in Season / Heat

Positive With Paws does not accept dogs in season/heat for dog walking or drop-in services.

You must tell us if your dog is in season, is expected to come into season during a booking period, or comes into season after a booking has been made.

If your dog comes into season before or during a scheduled booking, the affected service may need to be cancelled or rearranged in accordance with our cancellation terms.

11. Health & Fitness

You are responsible for providing accurate information about your pet’s health and physical abilities.

Dogs must be physically capable of completing the type and duration of walk booked.

For puppies, senior dogs and pets with reduced mobility or health considerations, the service may be adjusted to suit their individual needs.

We may shorten, adapt or replace outdoor exercise with an appropriate home or garden-based visit where we believe continuing the planned activity would be unsafe or inappropriate for the animal.

Pets showing signs of a contagious illness should not receive a service where this could place other animals at risk.

12. Veterinary Emergencies

You must provide:

• Your usual veterinary practice details.

• A reachable emergency contact.

• Any relevant medical information about your pet.

If your pet becomes ill or injured while in our care, we will make reasonable attempts to contact you or your emergency contact.

Where urgent veterinary treatment appears necessary and you cannot be reached, you authorise Positive With Paws to seek veterinary assistance where reasonably possible in the interests of your pet’s welfare.

Any veterinary fees or other costs incurred for treatment remain the responsibility of the owner.

Positive With Paws cannot diagnose medical conditions and veterinary advice should always be sought where appropriate.

13. Feeding, Treats & Medication

Clear instructions must be provided for feeding, treats and any medication that has been agreed as part of the service.

Food, treats and medication must be supplied by the owner.

We will follow the instructions provided as closely as reasonably possible.

Any allergies, intolerances, dietary restrictions or known reactions must be disclosed beforehand.

Positive With Paws is able to serve commercially prepared pet foods such as tins/cans, pouches and suitable packaged dry foods, biscuits and treats.

However, due to personal dietary and ethical reasons, we do not handle, prepare, cook or serve raw or cooked meat, fish, offal or whole/recognisable animal parts.

This includes, but is not limited to:

• Raw meat or raw-food diets.

• Cooked chicken, chicken breast or chicken thighs.

• Minced meat.

• Fish.

• Offal or organs.

• Chicken feet.

• Pigs’ ears.

• Rabbits’ ears.

• Other whole or recognisable pieces or parts of animals.

Commercially prepared pet food contained within tins/cans or pouches is acceptable, as are packaged biscuits and treats that may contain meat or be meat-flavoured but are not themselves recognisable pieces or parts of meat or animals.

If your pet’s normal feeding routine includes any food we cannot handle or serve, you will need to make alternative arrangements for that part of their feeding before booking the service.

Medication will only be administered where this has been discussed and agreed in advance and we are comfortable doing so.

14. Cat Drop-In Visits

You must provide relevant information about your cat’s normal routine, feeding, litter arrangements, temperament and any escape risks.

You must tell us if your cat:

• Is normally allowed outdoors.

• Uses a cat flap.

• Is an indoor-only cat.

• Has a usual time by which they are expected to be indoors or an established “in time”.

• Has a particular feeding time or feeding routine that needs to be followed.

• Is likely to attempt to escape through an external door.

• Is nervous, defensive or likely to hide from unfamiliar people.

• Has any history of scratching or biting.

Where your cat has an established “in time”, feeding schedule or other time-sensitive routine, this must be discussed and agreed before booking so that we can establish whether it can be accommodated.

We cannot guarantee that a shy or hiding cat will choose to interact during every visit. We will never force physical interaction with an animal that is showing signs that it wishes to be left alone.

15. Small Pet Drop-In Visits

Small pet visits may include animals such as rabbits, guinea pigs and hamsters where agreed in advance.

You must explain your pet’s normal routine and disclose whether they are comfortable being handled.

You must also tell us about any particular exercise arrangements. For example:

• Whether a hamster normally uses an exercise ball or another exercise area.

• Whether a rabbit uses an indoor or outdoor run.

• Whether a rabbit is normally allowed supervised access to a garden.

• Whether your pet can safely be picked up or handled.

• Any known escape behaviours or handling sensitivities.

We will not introduce an animal to equipment or an activity that is not part of its established routine without prior agreement.

Standard small-pet drop-ins include reasonable day-to-day care and spot cleaning only.

A full cage, hutch, enclosure or habitat clean is not included as standard.

Full cleans may be available if discussed and agreed in advance and will incur an additional fee.

16. Puppies & Senior Dogs

Puppy and senior dog services will be adapted appropriately to the individual animal.

This may include shorter outdoor exercise, toilet breaks, feeding, companionship, play, basic routine care or quiet time depending on the pet’s needs.

Owners must disclose age-related, developmental, mobility or health considerations that may affect the visit.

These services are pet-care services and are not dog-training or behavioural consultation services.

17. Double-Visit Bundles

Where a double-visit service is booked, this consists of two separate 30-minute visits within the same day, at the times or approximate periods agreed when booking.

The visits are separate appointments and unused time from one visit cannot automatically be transferred to the other.

The exact activities carried out during each visit will depend on the pet and the service booked and may include feeding, fresh water, toilet breaks, walking, play, companionship or other agreed routine care.

18. Evening Services

Where an evening version of a service is offered, an additional evening charge may apply.

The applicable price will be made clear before the booking is confirmed.

Availability for evening services may differ from standard daytime availability.

19. Weather & Environmental Conditions

Your pet’s safety and welfare take priority over completing a walk exactly as originally planned.

Walks or outdoor portions of visits may be shortened, adapted, moved to a safer location or replaced with appropriate home or garden-based care where conditions make the planned activity unsafe.

This may include:

• Extreme heat or unusually high temperatures.

• Hot pavements or surfaces that could injure paws.

• Extreme cold.

• Snow or ice.

• Thunderstorms or lightning.

• Severe or persistent rain.

• Flooding.

• High winds or storms.

• Poor visibility.

• Weather warnings.

• Any other environmental conditions we reasonably consider unsafe for the animal or walker.

During hot weather, walks may be shortened considerably or replaced with a toilet break and indoor companionship, enrichment or play where appropriate.

We will not continue a walk simply to fulfil the booked duration where doing so could compromise an animal’s welfare.

Where severe weather makes travelling to your property unsafe or impossible, we will contact you as soon as reasonably possible.

20. Timing of Visits

Booked visit times may represent an agreed time window rather than an exact arrival minute unless an exact time has specifically been agreed.

Reasonable variations may occur due to traffic, previous appointments, weather, animal welfare issues or other circumstances outside our control.

Where timing is medically important — for example because of medication — this must be discussed before booking.

21. Children

Where children are present during a meet and greet or another previously agreed interaction with Positive With Paws, they must be appropriately supervised by their parent or legal guardian at all times.

Positive With Paws does not accept responsibility for supervising children.

Children must not interfere with the safe handling of an animal or our ability to carry out the service safely.

22. Bookings, Payments & Cancellations

Bookings are subject to availability and are not confirmed until the booking requirements and any required payment have been completed.

The price applicable to your service will be the price confirmed at the time of booking.

Any evening charges, additional services, full small-animal enclosure cleans or other agreed extras will be charged separately where applicable.

Cancellation and refund arrangements will be governed by the cancellation/refund policy in effect at the time of booking.

23. Changes to a Booking

Any significant changes to your pet’s care requirements must be discussed with us as soon as possible.

Additional pets, additional tasks or substantial changes to the requested service cannot simply be added during a booked visit and may incur an additional charge.

We reserve the right to decline changes that we cannot safely or reasonably accommodate.

24. Safety & Right to End a Service

Positive With Paws reserves the right to shorten, alter, refuse or immediately end a service where continuing would present an unreasonable risk to:

• Your pet.

• Another animal.

• Positive With Paws.

• A member of the public.

• Property.

This includes circumstances involving unexpected aggression, attempted biting, uncontrollable behaviour, unsafe access to a property, undisclosed hazards or materially inaccurate information supplied by the owner.

Animal welfare and personal safety will always take priority over completing the full booked service.

25. Liability & Responsibility

Positive With Paws holds appropriate insurance for the pet-care services provided.

We will take reasonable care while looking after your pet and carrying out agreed services.

You remain responsible for providing complete and accurate information about your pet and their behaviour, health, equipment and environment.

Animals can behave unpredictably, even where they have no previous history of a particular behaviour.

To the extent permitted by law, Positive With Paws will not be responsible for loss, injury or damage arising directly from:

• Materially inaccurate or undisclosed information.

• Defective or unsuitable equipment supplied by the owner.

• Unsafe conditions at the property that were not disclosed.

• A pet acting in a way that could not reasonably have been anticipated based on the information supplied.

• Circumstances outside our reasonable control.

Nothing in these Terms excludes or limits any liability that cannot legally be excluded or limited under the laws of England and Wales.

26. Damage Caused by Pets

Positive With Paws cannot guarantee that a pet will not damage their owner’s home or belongings while unattended between or during visits.

You must disclose known behaviours such as chewing, scratching, destructive behaviour, inappropriate toileting or accessing household items.

Where reasonably possible, we will take sensible action to prevent immediate harm to the animal or further damage, but we cannot accept responsibility for damage resulting from the pet’s own known or reasonably unforeseeable behaviour unless caused by our negligence.

27. Photography & Media

Photographs and/or videos may be taken of your pet during walks, drop-in visits and other Positive With Paws services. These may include photographs or videos taken specifically to provide you with updates about your pet.

By booking a service with Positive With Paws, you grant Positive With Paws permission to photograph and/or film your pet and to use those photographs or videos for Positive With Paws purposes, including:

• Social media.

• The Positive With Paws website.

• Advertising.

• Marketing and promotional materials.

• Printed promotional materials.

• Examples of our services and activities.

If you do not want photographs or videos of your pet to be posted online or used publicly for marketing or promotional purposes, you must tell us.

You are welcome to opt out of public use of photographs and videos, and doing so will not affect the care or service your pet receives.

Where photographs or videos are taken inside or around your property, reasonable care will be taken not to intentionally reveal sensitive personal information, house numbers, addresses, keys, alarm systems or other identifiable security information.

Photographs or videos already published or used with permission at the time may remain in existing materials where reasonably necessary.

28. Keys, Security & Confidentiality

Any keys, access information, alarm details or security information supplied to Positive With Paws will be treated with appropriate care.

We will not intentionally identify your home address publicly or attach identifying address information to photographs of your pet.

You are responsible for telling us about any particular security requirements relating to your property.

29. Personal Property

We will take reasonable care while inside your property.

Positive With Paws is not responsible for pre-existing damage, normal wear and tear, or damage caused by your pet unless that damage results from our negligence.

Any particularly fragile, valuable or hazardous items should be safely stored before a drop-in visit.

30. Information Changes

You must tell Positive With Paws about relevant changes to your circumstances or your pet before the next booked service.

This includes changes to:

• Health or medication.

• Behaviour.

• Bite or aggression history.

• Recall.

• Muzzle requirements.

• Season/heat status.

• Crate use or routine.

• Walking equipment.

• Feeding.

• Home access.

• Emergency contacts.

• Other animals within the household.

• People who may be present at the property.

• Any other information that could affect safe or appropriate care.

31. Complaints & Feedback

If you have a concern about a service, please contact Positive With Paws directly as soon as reasonably possible.

We will aim to consider and resolve concerns fairly and respectfully.

32. Data Protection & Privacy

Personal information will be handled in accordance with applicable UK data protection legislation, including the UK GDPR and Data Protection Act 2018, and our Privacy Policy.

Information relating to your pet, home access, emergency contacts and veterinary details will only be collected and used where reasonably required to provide and administer our services, meet legal or insurance requirements, or protect animal and human welfare.

33. Changes to These Terms

Positive With Paws may update these Terms & Conditions from time to time.

The version applicable to your booking will be the version made available to you at the relevant time.

34. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

By booking a service with Positive With Paws, you confirm that you have read, understood and agree to these Terms & Conditions.