1. About these terms
These terms apply to services supplied by Alice Satterthwaite, trading as Muddy Paws Pet Services (“I”, “me” or “Muddy Paws”) to the person making the booking (“you”). My correspondence address is [BUSINESS OR LEGAL CORRESPONDENCE ADDRESS].
A booking is confirmed when we have agreed the service, dates and price and I have accepted the booking. Any written booking confirmation, care plan, veterinary authority, off-lead consent or media permission forms part of our agreement.
Nothing in these terms removes or limits rights that you have under consumer law.
2. Services
Dog walking
Group and solo walks normally last 45–60 minutes unless agreed otherwise. Groups are kept small and dogs are matched with regard to size, age, temperament and play style. A towel-down, muddy-paw clean-up and fresh-water top-up are included where needed.
In-home pet and house sitting
Overnight or daytime care in your pet’s home may include feeding, agreed exercise, fresh water, medication given in accordance with written instructions, post collection and basic checks that doors and windows are secure.
Puppy visits and drop-in care
Visits normally last 30 minutes and may include feeding, water top-ups, garden or toilet breaks, litter-tray care, following established cues and companionship, as agreed in the care plan.
Pet taxi
Local transport may be provided for veterinary or grooming appointments and other agreed transfers using suitable restraints or transport crates.
The usual service area includes Newby Bridge, Backbarrow, Lakeside, South Windermere, Grizedale, Rusland, Ulverston and surrounding South Lakes villages. Availability outside these areas is agreed individually.
3. Meet & Greet, bookings and payment
- A Meet & Greet is normally required before the first service so I can meet your pet, discuss routines, inspect equipment and agree property access.
- You must provide complete and accurate information about your pet, property access and emergency arrangements.
- Requests are not confirmed until I accept them. Availability is not guaranteed.
- Prices are provided through the client portal, written quote, invoice or booking confirmation.
- Invoices must be paid by the due date shown on the invoice or otherwise agreed in writing.
- You must tell me promptly if any booking, contact, health, behaviour, access or care information changes.
4. Distance and off-premises bookings
If consumer cancellation rights apply because an agreement is made online, by telephone or away from my business premises, you may have a statutory 14-day cancellation period starting when the contract is made.
If you ask me to begin a service during that period, I may ask you to make an express request. If you then cancel, you may be required to pay a proportionate amount for services already supplied. Your cancellation right may end once a requested service has been fully performed, where the legal requirements for that to happen have been met.
5. Changes and cancellations by you
Please tell me as soon as possible if you need to change or cancel a booking.
- Dog walks and drop-in visits: please give at least 24 hours’ notice.
- House sitting: please give at least 14 days’ notice because those dates are reserved and may prevent other bookings.
Where less notice is given, I may charge a reasonable cancellation amount reflecting the direct loss caused by the cancellation, after taking account of costs saved and whether I can fill the booking. Any applicable deposit and cancellation arrangement will be made clear before the booking is confirmed. A charge will not exceed the price of the cancelled service.
Statutory cancellation rights, where applicable, take priority over this section.
6. Changes or cancellations by me
I may need to change or cancel a service because of illness, unsafe weather, travel disruption, an emergency or another circumstance outside my reasonable control. I will contact you as soon as reasonably possible. If I cancel a service that has been paid for and do not provide an agreed alternative, I will refund the affected service.
7. Keys, access and your property
- You must provide safe, lawful and reliable access arrangements and accurate alarm or key-safe instructions.
- Keys held by Muddy Paws are stored without your name or full address and are identified using an internal code.
- You must tell me about faulty locks, alarms, doors, fences or other property defects that could affect access or safety.
- I will take reasonable care of your property and follow the agreed security instructions.
- I am not responsible for a loss caused by inaccurate instructions, a pre-existing defect, a pet’s behaviour or a third party whom you have authorised to enter, except to the extent that the loss was caused by my failure to exercise reasonable care and skill.
8. Pet health and veterinary information
You must tell me about anything relevant to safe care, including medical conditions, pain, mobility restrictions, infectious disease, vaccination status, parasite treatment and current medication.
Dogs joining group walks must have vaccinations and parasite control appropriate to the environment and current veterinary advice. I may ask for evidence and may refuse or adjust a service where there is a reasonable health or infection risk.
If medication is required, you must provide it in its original labelled packaging with clear written instructions. I may decline medication that falls outside my training, insurance or reasonable ability.
9. Behaviour and disclosure
You must disclose any known aggression, reactivity, guarding, bite history, escape behaviour, livestock chasing, severe anxiety or other trigger relevant to the safety of your pet, other animals or people.
If behaviour creates a safety concern, I may change a group walk to a solo walk, change the route or equipment, pause the service or end the booking. Where practical, I will discuss this with you first.
10. Handling and equipment
I use gentle, reward-based handling. I do not use choke chains, prong collars or electronic collars. I may ask you to provide a secure flat collar, harness, lead or other suitable equipment and may decline to use equipment that I reasonably consider unsafe or inappropriate.
You are responsible for supplying equipment that fits correctly and is in safe condition. I will take reasonable care when checking and using client-supplied equipment.
11. On-lead and off-lead walks
Dogs remain on a lead unless you have given separate written permission for off-lead exercise and I consider it appropriate at the time. Written permission does not guarantee that a dog will be let off lead.
I may keep a dog on lead because of livestock, wildlife, water, weather, poor visibility, unfamiliar surroundings, recall, other dogs, members of the public or any other safety concern.
12. Emergencies and veterinary care
You authorise me to provide reasonable first aid within my training and to seek veterinary attention where I reasonably believe it is necessary to protect your pet’s health or welfare.
I will make reasonable efforts to contact you and your emergency contact first, but urgent treatment may be sought without prior contact if delay could place your pet at risk.
You are responsible for veterinary fees, medication, treatment and reasonable emergency transport costs relating to your pet, except to the extent that a cost or loss was caused by my failure to exercise reasonable care and skill or is otherwise my legal responsibility.
13. Photos, videos and WhatsApp updates
You may choose whether to receive operational photos or videos through WhatsApp. This is separate from permission to use an image publicly.
I will only use identifiable images of your pet on the Muddy Paws website or social-media accounts where you have given separate permission. You may withdraw permission for future public use by contacting me. Withdrawal does not require removal of printed material already produced, although I will take reasonable steps regarding online material under my control.
14. Insurance and liability
Muddy Paws Pet Services maintains public-liability and care, custody and control insurance appropriate to the insured services. Evidence of cover is available on request.
I will provide services with reasonable care and skill. Nothing in these terms excludes or restricts liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory consumer rights.
I am not responsible for a loss that:
- was not reasonably foreseeable when the booking was agreed;
- results from information you did not disclose or instructions that were inaccurate;
- results from a known or pre-existing medical condition, normal age-related decline or a pet’s behaviour, except where my failure to exercise reasonable care and skill contributed to the loss;
- results from defective client-supplied equipment that could not reasonably have been identified before use; or
- is a business loss arising from a service purchased wholly or mainly for personal purposes.
Rural walks involve ordinary risks including uneven ground, mud, water, ticks, wildlife, livestock and changing weather. I take reasonable precautions appropriate to the walk and the information available to me.
15. Ending or refusing a service
I may refuse, pause or end a service where continuing would create an unreasonable safety, welfare, legal or insurance risk; where important information has not been disclosed; where suitable access or equipment is not provided; or where invoices remain unpaid. Where appropriate, I will explain the reason and give reasonable notice.
16. Complaints
Please raise any concern as soon as possible so I have an opportunity to address it. Contact:
alice@muddypawspetservices.co.uk
07393 640460
17. General terms
- If part of these terms is found unenforceable, the remainder will continue to apply.
- A delay in enforcing a right does not waive that right.
- No person other than you and Muddy Paws has a right to enforce this agreement, except where the law provides otherwise.
- These terms are governed by the law of England and Wales. The courts that may hear a dispute are determined by applicable consumer and jurisdiction law.