Policies and Procedures

Please find below PUKKA TAiLS Pet Services Policies and Procedures, this covers our services of Dog Walking, Pet Sitting, Pet Taxi and Pet Photography. This is an ongoing document and will be reviewed monthly and added to or altered when needed.

This is a brief overview, during Meet and Greet you can request to see a copy.

This was completed by Jason Smith on 29-08-2022, review date before 29-08-2023.

1.     Bookings    

• 1.1.    A booking shall me made by completing a Booking Form and not accepted until a booking confirmation letter has been issued by the Service Provider and received by the Client, all the necessary forms have been completed and payment made in accordance with the price quoted.
• 1.2.    For new Clients, an in-home consultation will be required.
• 1.3.    Bookings may be accepted up to 24 hours before service begins but payment in full will be required for all bookings made less than 14 days before service begins.

2.     Duty of Care

• 2.1.    A change in a pet’s routine and circumstances can cause varying degrees of distress and unpredictable or abnormal behaviour, particularly if their owner is on holiday, pets have no concept or ability to understand that their owner’s absence is temporary and they will be coming back. Our Service Provider’s understand this and will offer comfort and reassurance whilst trying, as far as is practically possible to maintain their normal daily routines.
• 2.2.    In the event of extreme weather which may have an adverse effect on the Client’s pet e.g. heat or thunder storms, the Service Provider 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.

3.     Necessities

• 3.1.    The Service Provider will properly dispose of the Client’s pet(s) waste, however the Client shall ensure there is an appropriate supply of bags for that purpose, and indicate their preferred method/location of disposal.
• 3.2.    The Client shall provide sufficient food, cat litter and any treats for their pet(s) for the duration of the Service.
• 3.3.    The Client shall provide secure collars with name/address tags and leads.

4.     House cleanliness

• 4.1.    The Service Provider shall clean up after the Client’s pets to the best of their ability
• 4.2.    The Client shall make available cleaning materials in the event of any ‘mistakes’ within their property.
• 4.3.    The Client shall show the Service Provider the location of appropriate cleaning materials, including but not limited to plastic bags, disposable gloves, towels, disinfectant, paper towels and bin bags.
• 4.4.    The Service Provider cannot be held liable or responsible for any stains, marks or damages caused by the fouling or attempts to clean it.
• 4.5.    The Service provider may charge for cleaning where the time or number of occurrences exceeds what would be considered to be acceptable.

5.     Damage to property or possessions

• 5.1.    Any damage to the property or possessions of the Client in their absence, however caused by the pet shall be recorded by the Service Provider and where considered by the Service Provider 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

• 6.1.    It shall be the sole responsibility to ensure the Service Provider is fully aware of any health issues the pet is experiencing, or has suffered in the past. The Service Provider cannot be held liable for any actions or omissions which result in problems or complications for anything not disclosed.
• 6.2.    No booking can be accepted without a completed Veterinary Release Form
• 6.3.    The Service Provider shall follow instruction given on the Booking Form but cannot be held liable for any complications which may arise.
• 6.4.    In the event of a pet 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.

7.     Sick or injured pets

•  7.1.    If the pet is taken sick or injured the Service Provider will notify the Client at the earliest convenience using whatever method is available to take instructions or guidance. In the event of the Service Provider not being able to contact the Client, or in an emergency situation, the Service Provider shall, if in its own opinion the pet needs veterinary attention/treatment/opinion the Service Provider shall make arrangements as necessary, in the best interest of the pet. Any veterinary bills shall be directly chargeable to the Client.

8.     Keys

• 8.1.    Where it is necessary for the Service Provider to hold keys to a property, the Client shall provide one of each key needed. Keys will be coded and kept within a locked system for security.
• 8.2.    Keys will be returned upon completion of this Agreement providing all fees due have been paid

9.     Privacy

• 9.1.    It shall be the Client’s sole responsibility to ensure the information provided to the Service Provider is current and up to date, the Client agrees to accept any decision made by the Service Provider in the event of the Service Provider not being able to contact the Client as a result of wrong information held.

10.   Insurance

• 10.1.  The level of insurance cover required for providing the services shall be set out in the Booking Form.
• 10.2.  The Client is advised to check to see if its insurance provider need informing that someone will have access to the Client’s property whilst they are away

11.   Third Parties

• 11.1.  The Client shall advise the Service Provider 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.  The Service Provider 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.  The Service Provider 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 a Service Provider wishes to take a companion, all companions will be subjected to whatever checks the Service Provider considers necessary or appropriate.

13.   Miscellaneous

• 13.1.  Dogs will only be walked on leads unless the Off-Lead Permission Form has been agreed and signed. The policies and the Service Agreement will always prevail.New Paragraph