Terms of Service

By booking and engaging with CQ Dogs’ services, you agree to the following terms and conditions. These terms apply to all clients using our services, including dog walking, dog training, and pet sitting. Failure to comply with the terms outlined in this document may result in the suspension or termination of services.

1. Client Intake

All new clients must complete an initial consultation, where we assess both their and their pets’ needs. Clients are required to sign a service agreement outlining the terms of our services, including payment structure, service scope, and cancellation policy.

2. Animal Welfare and Behaviour

Health Requirements

All pets must be up-to-date on vaccinations and flea/tick treatments. Proof of vaccinations must be provided at the time of the initial consultation. For health and safety reasons, we do not work with dogs, cats or rabbits that are unvaccinated, pets recovering from contagious conditions, or pets that exhibit dangerous behaviours that could put others at risk.

Behaviour Assessment

Dogs will undergo an assessment to identify behavioural challenges, and needs. If a dog shows aggressive or dangerous behaviour, we may suspend services until the dog’s behaviour is addressed through additional training or behaviour modification, whether that be with us or another professional. 

3. Safety Procedures

On-Lead Policy

Clients must keep their dog on the lead at all times unless instructed otherwise. For walking services, dogs will remain on-lead at all times unless in a secure, fenced area. We do not walk dogs off-lead unless there is explicit prior consent from the client, and both the dog and the environment are deemed safe to do so.

Adverse Weather

Please note we may cut short an outdoor session because of extreme weather conditions, such as heavy rain, thunderstorms, and heatwaves. If there is an indoor space available, we will adapt the session accordingly, such as doing scent-based enrichment games indoors instead of walking. 

Keyholding Policy

We will retain the client's keys for up to 3 days following the agreed-upon end date of services, in the event of unforeseen emergencies where pets may be left alone for an extended period, such as if the client is unable to return home due to adverse weather conditions after a holiday. We will continue to care for the pets, and ensure the home is safe and secure until the client returns.

Emergency Procedures

In case of an emergency, staff are trained in first aid for dogs, cats, and humans. We will contact the client/the emergency contact provided immediately and take appropriate action, including seeking veterinary care if necessary. Clients must ensure we have current emergency contact details, and veterinary information on file. If we are unable to establish contact, we reserve the right to consult with the nearest emergency veterinary clinic and make a decision in the best interests of the pet.

Banned Breed Legislation

Clients who own a banned breed of dog (Pit Bull Terrier, Japanese Tosa, Dogo Argentino, Fila Brasileiro, XL Bully) are allowed to access our services if they meet the following legal requirements: the dog is neutered and microchipped, and the owner has a Certificate of Exemption, and third party public liability insurance, in the same name. We request proof to be presented during the initial consultation. We will ensure the dog is muzzled and on lead at all times when in public spaces during services.

4. Client Expectations

Positive Relationship

Clients should strive to maintain a positive and supportive relationship with their pets. This includes providing consistent care, appropriate exercise, and mental stimulation outside of scheduled sessions. We are available between sessions to answer any enquiries about their pets’ care, and provide advice or guidance. 

Respect and Dignity

All clients are expected to treat staff, other clients, and pets with kindness, respect, and dignity. Discrimination, harassment, or any form of abusive behaviour based on race, gender identity, sexual orientation, ability, religion, or any other characteristic will not be tolerated. We foster an inclusive environment, and clients should support this by respecting everyone’s identity and personal boundaries.

Communication and Collaboration

Open and honest communication is essential for us to carry out successful services, and build a healthy working relationship. Clients are expected to provide accurate information about their pets. It's equally important that clients clearly communicate their goals, expectations, and specific needs so we can develop a care plan tailored for them and their pets. Clients are expected to maintain consistent communication to schedule sessions, manage payments, and share any updates or changes as needed.

Constructive Feedback

We welcome and encourage feedback to continuously improve our services. Clients should feel comfortable expressing concerns or suggestions, and we will take all feedback seriously to enhance the experience and well-being of the pets (and people) in our care.

5. Client Responsibilities

Accurate Information

Clients must provide accurate information about their pets’ history, behaviour, health, and any medical and/or behavioural concerns. This includes food or environmental allergies, recent surgeries, being in season, previous training, “reactivity”, medication, etc. Failure to disclose critical information may result in the suspension or termination of services. 

Appropriate Equipment

Clients must ensure their dog is equipped with suitable, comfortable, and safe equipment, such as a collar or harness, and lead. Muzzles are welcomed and encouraged if your dog needs to,  is used to, and benefits from wearing a muzzle. We will advise on alternative gear where necessary. Dogs must have an ID tag on their collar/harness in compliance with The Control of Dogs Order 1992.

Participation in Training

Clients must actively participate in training services, which includes attending lessons, practising at home, and following guidance for consistent reinforcement. Please note that success of training also depends on the consistency of training at home between sessions. We are always available for any additional guidance needed between sessions. Patience, understanding, and commitment are vital to the success of dog training.

Insurance and Liability

Clients are responsible for all the behaviour and actions of their pets. Clients are responsible for any veterinary bills, no matter how they are incurred, We are not liable for any loss, injury or death to a pet either inside or outside of the home whilst accessing our services. CQ Dogs can not be held responsible and all fees must be paid by the client, if required. Although we hold public liability insurance, it is highly recommended that clients insure their pets.

6. Payment and Pricing

Service Fees

All services are priced based on the type of service provided with the most up-to-date pricing being shared during the initial consultation. For first time clients, payment is required in full before the start of the training program or service. Clients will be offered service packages when a healthy working relationship has been established.

Late Payments

Regular payments are due within 30 days of the service date. After 30 days, we will reach out to discuss possible payment plans. If payment is not received within 45 days, services will be suspended.

7. Rescheduling and Cancellation

Client Rescheduling 

If clients request to reschedule, they are asked to notify us as soon as possible so we can adjust our schedule and find a new time. If rescheduling becomes frequent due to health reasons, we can explore options such as adjusting the training schedule or offering shorter sessions. If clients have specific concerns or needs, we welcome them to inform us so we can work together to create a plan that suits both them and their dog. Our goal is to ensure training remains accessible and effective, even when clients' circumstances fluctuate.

Client Cancellation

If clients need to cancel due to an emergency, there will be no charge or penalty as long as they notify us as soon as possible, ideally 3 hours before the scheduled session. We request a minimum of 24-hour notice for any non-emergency cancellations. Non-emergency cancellations with less than 24 hours’ notice may incur a fee of 50% of the service cost. Clients who do not attend a scheduled session without any prior notice will be charged for the full session. Please notify us in advance if you are unable to attend.

Staff Unavailability

CQ Dogs is owned and run by a sole person. If they fall ill, have to attend an emergency and/or unable to carry out their usual duties, please note that no immediate replacement is available, and the service will be rescheduled at no extra cost.

8. Confidentiality and Data Protection

All personal information, including client details, pet details, and media, is kept confidential and will not be shared with third parties without prior consent, unless required by law. We comply with the General Data Protection Regulation (GDPR) and ensure that personal data is securely stored. Clients have the right to request access to their data, or to request that it be updated or removed.