Parkgate Paws will deliver the services you have booked and confirmed in writing. We aim to arrive within the agreed time window; however, minor variations may occur due to weather, traffic, or unforeseen circumstances. We will notify you wherever possible.

Services may include dog walking, pet visits, puppy/kitten drop-ins, secure-field sessions, emergency pet care, welfare checks, transport, extended in-home care, and other services agreed in writing.

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2. Owner Responsibilities

By booking with Parkgate Paws, you confirm that:

• Your pet has no known history of aggression toward people or animals

• Your pet is up to date with vaccinations (proof may be requested)

• You have informed us of any behavioural issues, triggers, fears, or quirks

• You have disclosed any medical conditions, allergies, or medication needs

• Your pet is fit and suitable for the services booked

• You will update us immediately if any information changes

You also agree to ensure your home and garden are safe and secure, all equipment (collars, harnesses, leads) is in good working order, and your pet is accessible at the agreed time.

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2A. Behaviour, Reactivity & Safety

To ensure safety for your pet, other animals, the public, and Parkgate Paws staff, you agree to:

• Fully disclose any history of reactivity, aggression, resource guarding, bite incidents, or fear-based behaviours

• Inform us of any triggers such as cyclists, children, other dogs, traffic, livestock, or loud noises

• Accept that Parkgate Paws may refuse or cancel services if your pet’s behaviour poses a risk

• Accept liability for any injury or damage caused by your pet during services

If your pet displays unsafe behaviour during a session, Parkgate Paws may end the visit immediately without refund.

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2B. Equipment Requirements

You agree to provide:

• A secure collar or harness in good condition

• A legally compliant ID tag

• A suitable lead (no extendable leads for group walks)

Parkgate Paws is not responsible for escapes or injuries caused by faulty or inappropriate equipment.

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3. Liability

We take great care with your pet and your home. However, Parkgate Paws cannot be held responsible for:

• Injury, illness, loss, or death of a pet arising from causes outside our reasonable control

• Damage to property caused by your pet’s own behaviour

• Issues arising from pre-existing medical conditions

Parkgate Paws accepts full responsibility for incidents resulting from our own negligence.

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4. Insurance

Parkgate Paws holds public liability insurance appropriate for pet-care services.

This covers incidents arising from our own negligence. It does not cover:

• Pre-existing medical conditions

• Failure of owner-provided equipment

• Situations outside our reasonable control

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4A. Off-Lead Walking

Off-lead walking will only take place with your  consent and at the discretion of Parkgate Paws.

You acknowledge that:

• Off-lead activity carries inherent risks

• Parkgate Paws is not liable for injuries resulting from normal play, running, or environmental hazards

• Recall training level must be disclosed honestly

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4B. Group Walks

Where group walks are offered:

• Dogs may be walked in small groups if behaviourally suitable

• Dogs must be sociable and non-reactive

• Parkgate Paws may move your dog to solo walks if behaviour changes

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5. Emergencies

Your pet’s welfare is our priority. If your pet becomes unwell or injured while in our care, we will:

1. Contact you immediately

2. If unreachable, contact your emergency contact

3. If urgent, take your pet to your registered vet or the nearest available vet

You agree to cover all veterinary costs incurred in a genuine emergency where we could not reach you in time.

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5B. Emergency Pet Care Services

Emergency pet care may include:

• Last-minute visits

• Welfare checks

• Extended stays

• Late-night care

• Emergency transport

• Lock-out pet access

You acknowledge that:

• Emergency services are subject to availability

• Additional fees apply for urgent or unsociable-hour callouts

• Parkgate Paws may make welfare decisions if you cannot be reached

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5C. Veterinary Authorisation

You authorise Parkgate Paws to:

• Seek veterinary treatment if we believe it is necessary

• Transport your pet to a vet in an emergency

• Follow veterinary advice in your absence

You agree to cover all veterinary costs incurred.

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5D. Medication

Parkgate Paws can administer oral or topical medication with clear written instructions.

We cannot administer:

• Injections

• Controlled drugs

• Medication requiring specialist training

Parkgate Paws is not liable for adverse reactions unless caused by our negligence.

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5E. In-Home Extended Care (Non-Overnight Stays)

Where extended care is booked, you agree that:

• Parkgate Paws will remain in your home for the agreed hours

• Care may include feeding, toileting, companionship, medication (where permitted), and maintaining routine

• You will provide clear instructions for home access, security, alarms, gates, and off-limit areas

• Only essential household facilities will be used

• Parkgate Paws is not responsible for faults with heating, plumbing, electrics, alarms, or appliances

• You will disclose anyone else who may access the property

• Parkgate Paws may refuse or terminate extended care if the environment is unsafe

• Additional fees may apply for unsociable hours or extended stays

Parkgate Paws accepts responsibility for incidents arising from our own negligence.

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5F. Unexpected Hospital Admission – Short-Term Care Limit

Parkgate Paws provides short-term emergency care in situations where a client is unexpectedly admitted to hospital or otherwise unable to return home. This emergency cover is intended only as a temporary solution while you or your nominated emergency contact arrange appropriate longer-term care.

You agree that:

• Parkgate Paws will continue caring for your pet for a short, reasonable period only, at our discretion.

• You and your emergency contact remain responsible for arranging a longer-term solution if your hospital stay is extended.

• If neither you nor your emergency contact can be reached, or if no suitable long-term plan is in place, Parkgate Paws may arrange emergency boarding at a licensed kennels or cattery to ensure your pet’s welfare.

• You remain fully liable for all boarding fees, transport costs, and any additional charges incurred.

• Parkgate Paws is not responsible for costs arising from extended boarding, changes to your pet’s routine, or any consequences of prolonged owner absence.

• Parkgate Paws may refuse or limit extended in-home care if it becomes impractical, unsafe, or exceeds the short-term period reasonably deliverable by a pet-care provider.

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6. Cancellations

Standard cancellation policy:

• More than 48 hours: No charge

• 24–48 hours: 50% of booking fee

• Less than 24 hours: Full booking fee

Emergency services are non-refundable once confirmed.

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7. Keys & Home Access

If you provide a key or access code:

• Keys are stored securely and never labelled with your address

• Access codes are kept confidential

• If a key is lost or damaged due to our fault, we will contribute reasonably to replacement costs

• Keys will be returned at the end of our arrangement or earlier upon request

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7A. Key-Holding & Home Access Liability

Parkgate Paws is not liable for:

• Faulty locks, doors, gates, or alarm systems

• Home security issues not caused by our negligence

• Pets escaping due to unsecured gardens, doors, or fences

If we cannot access your pet due to owner-related issues, the visit may still be chargeable.

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8. Data Protection (UK GDPR)

Parkgate Paws collects and stores personal information such as:

• Contact details

• Address and key-holding information

• Pet information

Data is used solely for providing pet-care services.

You may request access, correction, or deletion at any time.

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9. Photos & Social Media

We may take photos of your pet during visits. These may be shared on social media unless you opt out.

You can opt out at any time in writing.

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10. Payment

Payment is due as agreed at the time of booking.

For ongoing services, a payment schedule will be agreed.

Parkgate Paws may pause services if invoices remain unpaid for more than 14 days.

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10A. Late Payment

Invoices not paid within 14 days may incur:

• A late fee of £5 per week

• Suspension of services

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11. Safety & Access

You agree to ensure:

• Your home and garden are safe and secure

• All equipment is in good working order

• Your pet is accessible at the agreed time

If we cannot access your pet due to circumstances outside our control, the visit may still be chargeable.

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11A. Pet Transport

Where transport is provided:

• Pets will travel safely using appropriate restraints

• Parkgate Paws is not liable for injury caused by vehicle accidents unless due to our negligence

• You consent to your pet travelling with other animals if applicable

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12. Weather Policy

In extreme weather (heat, storms, ice), we may adjust walks for safety.

This may include shorter walks, garden breaks, or indoor enrichment.

No refunds are given for weather-related adjustments.

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13. Governing Law

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

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14. Termination of Services

Either party may terminate services with reasonable notice.

Immediate termination may occur if:

• A pet poses a safety risk

• Repeated non-payment occurs

• Access becomes unsafe

• Abuse or harassment toward staff occurs

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15. Agreement

By purchasing our services, you confirm that you have read, understood, and agree to the Parkgate Paws Terms & Conditions.