Policy & Procedures
Bookings
1.1. For new Clients, an in-home Meet & Greet will be required to meet with the Client and their dog requiring Rachael’s Rovers services.
1.2. A booking shall be made by completing a Booking Form.
1.3. A booking is not accepted until, a confirmation has been issued by Rachael’s Rovers and received by the Client.
1.4. This agreement, along with the following forms must be completed prior to Service commencing; the ‘Booking Form’, ‘Service Agreement Document’, ‘Veterinary Release Form’, ‘Key Release Form’, ‘Off Lead Consent Form’ and when applicable the ‘Home Boarding Consent Form’.
1.5 By submitting the above-mentioned forms, the Client is deemed to have accepted the Policies and Procedures of Rachael’s Rovers.
1.6. Vaccination records must be shown to Rachael’s Rovers prior to the commencement of Home Boarding.
1.7. Payments are to be made prior to the commencement of all Services as per the Service Agreement.
1.8. Sleepover bookings require a deposit at the time of booking; 25% of full fees, as per the Service Agreement.
1.9. Dog Walking & Daycare Home Boarding bookings may be accepted up to 24 hours prior to Service beginning.
1.10. Sleepover bookings may be accepted up to 3 days prior to Service beginning.
1.11. Sleepover Services requires dogs to have had at least 2 walks with Rachael’s Rovers prior to the commencement of any sleepover services. It is to be determined by Rachael’s Rovers if a dog requires more walks prior to sleepover services.
2. Cancellations
2.1. Dog Walking or Daycare Home Boarding Services - as per the Service Agreement Rachael’s Rovers requires;
2.1.1. 100% of the Fees if cancellation occurs within 24 hours of the scheduled Service.
2.1.2. 50% of the Fees if cancellation occurs within 25-48 hours of the scheduled Service.
2.2. Sleepover Services - as per the Service Agreement Rachael’s Rovers requires;
2.2.1. 100% of the Fees if cancellation occurs within 48 hours of the scheduled Service.
2.2.2. 25% of the Fees if cancellation occurs within 49 hours – 4 days of the scheduled Service, along with the non-refundable 25% deposit.
2.2.3. 25% of the Fees i.e., the non-refundable deposit, if cancellation occurs withing 5-10 days of the scheduled Service.
3. Duty of Care
3.1. A change in a dog’s routine and circumstances can cause varying degrees of distress and unpredictable or abnormal behaviour. Rachael’s Rovers understand this and will offer comfort and reassurance as far as is practically possible.
3.2. In admitting a dog to Rachael’s Rovers, the client agrees that Rachael’s Rovers has relied on the Clients representation that their dog has not harmed or shown aggressive or threatening behaviour toward any person or any other dog. That they have made a full disclosure of any characteristic or trait that might make their dog unsuitable for socialising with other dogs.
3.3. The client is to notify Rachael’s Rovers immediately of any unwelcome, aggressive, procreative, or dangerous behaviour of their dog that has potential to cause harm to any other dog or individual.
3.4. Should the Clients dog be deemed unsuitable by Rachael’s Rovers, Rachael’s Rovers reserve the right to cancel any booking indefinitely, with immediate effect.
3.5. In the event of extreme weather which may have an adverse effect on the Client’s dog e.g., heat, cold or thunder storms, Rachael’s Rovers shall in their sole discretion take whatever action they consider necessary, including not carrying out scheduled exercise until it is, in their opinion, safe to do so.
4. Necessities
4.1. The client agrees all male dogs over 1 year old must be neutered (unless exceptional circumstances, please discuss with Rachael’s Rovers). Solo walks, on the lead are permitted subject to availability.
4.2. The client agrees any female dogs in season cannot be accepted for group walks (generally for at least 4 weeks) along with pregnant dogs. Solo walks, on the lead are permitted subject to availability.
4.3. The client agrees that their dog has an up-to-date micro-chip.
4.4. The client agrees that their dog has a collar including the owners ID. And will wear a second ID with Rachael’s Rovers contact details.
4.5. The client agrees to ensure their dog has not eaten in the hour before pick up, by Rachael’s Rovers to ensure sufficient time to digest food before any exercise or play. Failure to do so may result in the potentially life-threatening condition Bloat (Gastric Torsion).
5. Damage to property or possessions
5.1. Any damage to the property or possessions of the Client in their absence, caused by their dog shall be recorded by Rachael’s Rovers and were considered by Rachael’s Rovers to be serious enough to inform the Client, they will do so at the earliest opportunity by whatever means is available. Any costs, including administration and man-power in providing such notice may be recoverable from the Client.
6. Medicines and Vaccinations
6.1. It shall be the sole responsibility of the Client to ensure Rachael’s Rovers is fully aware of any health issues the dog is experiencing, or has suffered in the past. Rachael’s Rovers cannot be held liable for any actions or omissions which result in problems or complications for anything not disclosed.
6.2. The Client agrees to ensure that their dog will be kept up to date on all vaccinations (including kennel cough), de-worming and flea treatments. All vaccines must be given by a veterinarian at least 48 hours before attending Rachael’s Rovers (although 7 days prior is advisable and preferable).
6.3. The Client accepts their dog could still contract Kennel Cough despite having the vaccine. The Client agrees that they will not hold Rachael’s Rovers responsible if their dog contracts kennel cough whilst attending.
6.4. The Client further agrees to inform Rachael’s Rovers immediately of any infectious and/or contagious disease or conditions their dog has been exposed to or is affected by. Such diseases and conditions include, but are not limited to: Distemper, Hepatitis, Kennel Cough (Bordetella), Parvovirus, Worms, Lyme disease, Fleas, Pregnancy, Infectious Skin Diseases and Intestinal Parasites. Rachael’s Rovers reserves the right to refuse service until satisfied that the condition is resolved.
6.5. In the event of a dog having a contagious illness or disease which has not been disclosed, the Client may be liable for the costs of treatment given to other animals which become infected.
6.6. Rachael’s Rovers shall follow instructions given on the Booking Form but cannot be held liable for any complications which may arise.
7. Sick or injured dogs
7.1. If the dog is taken sick or injured Rachael’s Rovers will notify the Client at the earliest convenience using whatever method is available to take instructions or guidance. In the event of Rachael’s Rovers not being able to contact the Client, or in an emergency situation, Rachael’s Rovers shall, if in its own opinion deems the dog to require Veterinary attention, treatment or opinion, Rachael’s Rovers shall make arrangements as necessary, in the best interest of the dog. Any veterinary bills shall be directly chargeable to the Client.
8. Keys
8.1. The client will arrange access to the dog for the agreed service using one of the following options; provide a key for Rachael’s Rovers to keep safe, provide a code for a key lock box, somebody will be there to give access for both collection and drop off. Failure to do so will result in a cancellation for that day’s service and will be paid in full by the client.
8.2. Where it is necessary for Rachael’s Rovers to hold keys to a property, the Client shall provide one of each key needed.
8.3. Keys will be coded and kept within a locked system for security.
8.4. The client agrees that when providing keys, they must sign a Key Release Form.
9. Privacy
9.1. It shall be the Client’s sole responsibility to ensure the information provided to Rachael’s Rovers is current and up to date. The Client agrees to accept any decision made by Rachael’s Rovers in the event of Rachael’s Rovers not being able to contact the Client as a result of wrong information held.
10. Insurance
10.1. Where Rachael’s Rovers holds in possession the keys to the Client’s home, the client is responsible for making arrangements with its own insurers with this regard.
11. Third Parties
11.1. The Client shall advise Rachael’s Rovers of anyone who will have access to their property during any periods of the Client’s absence, including but not limited to cleaning services, maintenance personnel, friends, family and neighbours.
11.2. Rachael’s Rovers shall not be liable for other persons or their actions or omissions who will be in, or have access to the Client’s property before, during or after services have been rendered.
12. Service Provider’s companion
12.1. Rachael’s Rovers may have a spouse, family member or friend accompany them whilst providing the scheduled services. No costs will be applied to the Client’s account for any assistance the companion provides.
12.2. The Client will be advised in advance where Rachael’s Rovers wishes to take a companion, all companions will be subjected to whatever checks Rachael’s Rovers considers necessary or appropriate.
13. Miscellaneous
13.1. Rachael’s Rovers will only let dogs off the lead once an ‘Off-Lead Consent Form’ has been agreed and signed.
13.2. The Client gives consent for their dog’s images to be used in photo or video format on Rachael’s Rovers promotional material and social media or in any format that Rachael’s Rovers considers appropriate.
Service Agreement (the contract):
1. Commencement Date and Duration
1.1. Agreement commencement and termination date.
2. Services
2.1. Rachael’s Rovers shall perform the Services in an attentive, reliable and caring manner, using all reasonable skill and care, having due regard to the Policies & Procedures and any relevant information set out in the Booking Form.
2.2. Rachael’s Rovers shall act in accordance with all reasonable instructions given to it by the Client provided such instructions are compatible with the specification of Services provided in the Policies and Procedures.
2.3. Rachael’s Rovers shall be responsible for ensuring that it complies with all statutes, regulations, byelaws, standards, code of conduct and any other rules relevant to the provision of Services.
3. Client Obligations
3.1. The Client shall use all reasonable endeavours to provide all pertinent information to Rachael’s Rovers necessary for Rachael’s Rovers provision of the Services.
3.2. The Client authorises Rachael’s Rovers to carry out the Services.
3.3. The Client agrees that the information provided to Rachael’s Rovers is true to the best of their information, knowledge and belief.
3.4. The Client confirms that all vaccinations, treatments, licences, permits etc which they are obliged to have by law arising from the ownership of their dog have been obtained.
3.5. The Client may issue reasonable instructions to Rachael’s Rovers in relation to the provision of its Services. Any such instructions should be compatible with the specification of Services provided in the Policies and Procedures.
3.6. The Client will be responsible for all medical expenses and damages resulting from any injury to Rachael’s Rovers, its employees and agents, or to other animals or persons by their dog.
3.7. The Client shall fully indemnify Rachael’s Rovers in respect of costs and damages arising from any claim from any person suffering either injury or death caused by the Client’s dog.
3.8. The Client authorises Rachael’s Rovers to arrange for any emergency veterinary care that may be necessary during the provision of its Services. Rachael’s Rovers shall use all reasonable efforts to obtain the Client’s consent prior to obtaining emergency care.
3.9. The Client authorises Rachael’s Rovers to seek veterinary advice and/or treatment for their dog. Where possible, Rachael’s Rover shall use its best efforts to use the Client’s preferred vets, but is not guaranteed. The Client authorises Rachael’s Rovers at their discretion to appoint an alternative veterinary surgeon to examine the dog and carry out such treatment or surgery as may be appropriate if the dog’s normal veterinary surgeon is not available. The Client agrees to pay all such costs immediately upon pick-up of their dog, or by agreement with the proprietor.
3.10. The Client agrees to reimburse Rachael’s Rovers for any additional fees and expenses for providing emergency care. The Client further agrees to cover the cost of additional visits which may be necessary to ensure the dogs safety or to monitor the dogs progress in recovering from sickness or injury.
3.11. The Client shall ensure that Rachael’s Rovers has access to the Client’s home or other specified location at the times agreed between Rachael’s Rovers and the Client.
3.12. Any delay in the provision of Services resulting from the Client’s failure or delay in complying with any of the provisions in this Clause 3 shall not be the responsibility or fault of Rachael’s Rovers.
4. Fees and Payment
4.1 Rachael’s Rovers will charge the Client for the Services as quoted on the Booking Form (the “Fees”) and the Client agrees to pay Rachael’s Rovers all Fees prior to the commencement of Service.
4.2. Sleepovers – Rachael’s Rovers requires a deposit at the time of booking; 25% of full Fees to secure the dogs place. If the deposit is not sent at the time of booking, Rachael’s Rovers are not able to guarantee the dogs place.
4.3. Sleepovers – Rachael’s Rovers charges are per day (not per night). This applies from when the dog arrives to when the dog leaves for example; Saturday to Saturday will count as an eight day stay.
4.4. The Client agrees to reimburse Rachael’s Rovers for any additional fees for providing emergency care, as well as any expenses incurred for and without limitation, unexpected visits, transportation, housing, food or supplies on proof of a valid receipt.
4.5. If the Client fails to make payment on the due date, then Rachael’s Rovers shall, without prejudice to any other rights or remedies of Rachael’s Rovers, have the right to charge the Client interest on a daily basis of 10% on the sum due.
4.6. Should any payment due under this Agreement remain unpaid for 10 days after it falls due, the Service Provider will be relieved of their contractual obligations under this Agreement to provide the Services until such time as payment is made.
5. Cancellations
5.1. In the event of the Client cancelling Dog Walking or Daycare Home Boarding Services, the Client agrees to pay Rachael’s Rovers a fee equal to:
5.1.1. 100% of the Fees if cancellation occurs within 24 hours of the scheduled Service.
5.1.2. 50% of the Fees if cancellation occurs within 25-48 hours of the scheduled Service.
5.2. In the event of the Client cancelling Sleepover Services, the Client agrees to pay Rachael’s Rovers a fee equal to:
5.2.1. 100% of the Fees if cancellation occurs within 48 hours of the scheduled Service.
5.2.2. 25% of the Fees if cancellation occurs within 49 hours – 4 days of the scheduled Service, along with the non-refundable 25% deposit.
5.2.3. 25% of the Fees i.e., the non-refundable deposit, if cancellation occurs withing 5-10 days of the scheduled Service.
5.3. Without prejudice to clause 9.1, in the event of Rachael’s Rovers cancelling or otherwise not being able to provide the Services, Rachael’s Rovers shall either:
5.3.1. arrange alternative services or providers to a value and quality that would have been provided; or
5.3.2. refund any monies paid under this Agreement for the Services; and
5.3.3. in either case, provide 24 hours’ notice, or if 24 hours’ is not practical, for example in a sudden event or emergency, notice as soon as it is reasonably possible.
6. Early Termination
6.1. This Agreement can be terminated by;
6.1.1. either Party serving not less than 14 days written notice on the other Party;
6.1.2. by written notice to the Client with immediate effect, in the event that any Fees or charges owed by the Client to Rachael’s Rovers remain outstanding for 14 days.
6.2. The Client shall pay Rachael’s Rovers for all fees, expenses and charges incurred up to the date of termination of this Agreement.
7. Insurance
7.1. Rachael’s Rovers 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.
7.2. It is agreed by the Parties that it is the Client’s responsibility to ensure that the property, its contents and dogs are adequately insured throughout the duration of the Agreement.
8. Indemnity and liability
8.1. Rachael’s Rovers 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 Rachael’s Rovers.
8.2. Rachael’s Rovers are not responsible for any lost, stolen, or damaged items left with their dog such as collars, tags, coats.
8.3. The Client shall accept full liability and responsibility for any event occurring or arising from the behaviour or characteristics of their dog.
8.4. The Client will indemnify Rachael’s Rovers against any damage or injury caused by the dog towards any property, person or other animal, this will include, but is not limited to veterinary, medical and legal fees.
8.5. The Client is solely responsible for any harm or damage caused by their dog whilst it is under Rachael’s Rovers care and agrees to indemnify Rachael’s Rovers in full against any liability arising from such harm or damage to third parties.
8.6. The Client accepts that whilst Rachael’s Rovers takes every precaution to ensure that dogs in their care are healthy and safe, incidents may arise as a result of dogs socialising in groups. The Client understands that during the course of normal dog play, their dog may sustain injuries. All dog play is carefully monitored to avoid injury; however, scratches, punctures, torn ligaments, or other injuries may occur despite the best supervision.
8.7. Rachael’s Rovers shall not be responsible for any damage caused to the Client’s property or possessions or that of others, caused by the Client’s dog during the period the dog is in its care. The Client agrees to indemnify Rachael’s Rovers against any such claims as may be made against it arising out of or in connection with this Clause.
8.8. Rachael’s Rovers accepts no responsibility or liability for the security of the Client’s property or premises, or any loss or damage which may be sustained as the result of action taken by third parties who also have access to the Client’s property or premises either before, during or after expiry of this Agreement.
8.9. Rachael’s Rovers 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 the Clients dog or their responsible guardian, if gained unsupervised access to the outdoors, or within any other enclosed spaces, if Rachael’s Rovers has used all reasonable care for the supervision of the dog whilst in their immediate care or provision of the Services. This may include incidents of dogs escaping from their designated or restrained areas or unexpected bolting.
8.10. The Client’s dog may be transported with other dogs in a Rachael’s Rovers vehicle. The Client agrees that Rachael’s Rovers cannot be held liable for death or injury to their dog in the event of a motor vehicle accident.
8.11. Rachael’s Rovers will care for the dog as the Client would, and whilst Rachael’s Rovers will make every effort to ensure the safety of their dog and ensure that their dog is well looked after in the Client's absence, Rachael’s Rovers cannot be held liable for any loss, illness or injury of any dog whilst in Rachael’s Rovers care, nor for any death of a dog unless Rachael’s Rovers can be shown to be negligent.
8.12. The Client is responsible for any veterinary bills, no matter how they are incurred, whilst dogs are in the care of Rachael’s Rovers.
8.13. Nothing in this Agreement shall limit or exclude Rachael’s Rovers liability for death or personal injury.
9. Aggressive or unsocial animals
9.1. Should any dog become aggressive or dangerous, Rachael’s Rovers shall, in their sole discretion take whatever action they consider necessary in the best interest of the animal, other animals or people which may be encountered. This may, without limitation, include:
9.1.1. a refusal to offer the Services and immediate termination of this Agreement;
9.1.2. obtaining assistance from a Vet, the R.S.P.CA or the police;
9.1.3. placing the pet in a boarding kennel;
9.2. Any fees and costs incurred in taking action pursuant to clause 9.1 shall be directly chargeable to and recoverable from the Client.
9.3. Rachael’s Rovers shall not be liable to the Client for any refund of Fees where the Client has not specified the behaviour and characteristics of the dog in the Booking Form and Rachael’s Rovers terminates this Agreement pursuant to clause 9.1.1.
9.4. Should the Client’s dog be deemed to be unsuitable by Rachael’s Rovers, we reserve the right to cancel any bookings indefinitely, with immediate effect.
10. Force Majeure
10.1. Neither party shall be liable in damages or have the right to terminate this Agreement for any delay or default in performing its obligations under this Agreement caused by conditions beyond its control including but not limited to acts of God, war, strikes, fires, floods, governmental restrictions or power failures.
10.2. The Party (the “Affected Party”) prevented from carrying out its obligations shall give notice to the other Party of an Event of Force Majeure upon it being foreseen by, or becoming known to, the Affected Party.
11. Assignment
11.1. Rachael’s Rovers shall be entitled to perform any of the obligations undertaken by it through any other member of its group or through suitably qualified and skilled sub-contractors. Any act or omission of such other member or sub-contractor shall, for the purposes of this Agreement, be deemed to be an act or omission of Rachael’s Rovers.
12. Data Protection
12.1. Rachael’s Rovers shall not use or pass to a third party (other than information needed by a carer to perform their duties) any sensitive or private data or information about the owners of the dog. Any and all information relating to the client, their property and dog will be stored in accordance with the data Protection Act 1998 and the General Data Protection Regulations (GDPRs) wherever the need arises.
13. Entire Agreement
13.1. 1.1. This Agreement, along with the ‘Booking Form’, ‘Policy & Procedures Document’, ‘Veterinary Release Form’, ‘Key Release Form’, ‘Off Lead Consent Form’ and when applicable the ‘Home Boarding Consent Form’, constitute the sole and entire agreement between the Parties, and supersedes all prior agreements, representations and understandings of the Parties written or verbal. Any alteration of this Agreement must be in writing and signed by both Parties.
14. Notices
14.1. Any notice required to be served under this Agreement shall be in writing and shall be served by hand, post or electronic mail.
14.2. Notices shall be deemed served:
14.2.1. upon delivery, when delivered by hand.
14.2.2. upon accepting delivery by signed receipt post/courier, when delivered by using a ‘signed for upon delivery’ postal service or courier.
14.2.3. immediately following transmission, if by electronic mail provided the sender does not receive a non-delivery message.
15. Governing Law and Jurisdiction
15.1. This Agreement, its formation and any contractual disputes, claims or interpretation shall be construed and governed in accordance with the courts of England & Wales and the Parties hereby agree to the exclusive jurisdiction of the courts of England and Wales.
15.2. 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 to enforce its rights at a later date or later breach. Any such action must be brought in line with the Civil Procedure Rules regarding the Statute of Limitations in respect of any such action.