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Our Caring Terms and Conditions
Welcome! I am so excited to have you and your pet as part of the Aunty Lexy's family. To make sure everything runs smoothly and everyone is happy and safe, I've put together my terms and conditions. Think of them less as a strict rulebook and more as a helpful guide to how we work.
Before, During, and After Our Services
This section covers our Dog Walks, Stay & Plays, and Cat Drop-ins
Before we start: We'll have a chat to get to know your pet and discuss all their needs, including any medical issues, behavioural quirks, or special instructions.
During our time together: I promise to give your pet our full love and attention. I'll follow all the instructions you've given me and ensure they're safe and happy.
Visit duration will follow the agreed schedule (e.g., 15, 30, 45, 60 minutes).
Activities during the visit (feeding, play, exercise, medication, litter cleaning, etc.) will follow instructions provided by the owner.
Additional services requested on the day may incur extra charges.
Afterwards: You'll receive a personal update, either in person or by message, complete with lovely photos so you can see how much fun your pet had with Aunty Lexy!
All About My "Walk & Talk" Sessions
Our Walk & Talk sessions are a bit special, designed to give both you and your dog a helping hand.
The walk: We'll start with a lovely walk for your dog, just as I would with our regular service.
The talk: After the walk, we'll sit down together for a cup of tea. We can chat about anything you like—from dog training tips to just having a friendly conversation.
A little helping hand: While we chat, I'm happy to help with a few small, pre-agreed-upon odd jobs around the house, like folding a load of laundry or putting away some groceries. Please note, I can only provide light, non-professional assistance. I am not a handyman, cleaner, or professional organiser. I can't undertake any tasks that require specific professional skills or could pose a safety risk. Transport for Pets Only:
Please note that I’m only able to offer transport for pets. Sadly, I’m unable to transport humans (even the lovely ones!) due to safety and insurance restrictions. Thank you for your understanding.
Updates for a loved one: If a relative has arranged this service for you, I'll provide them with a full update on the dog walk and a general update on your wellbeing, including some photos, of course!
Your Dog's Safety and Wellbeing
Your dog's safety is our number one priority.
Medical and behaviour: Please be completely open with us about any medical conditions or behavioural issues your dog may have. This allows me to provide the best possible care.
Obedience and reactivity: I will always work within your dog's obedience level. If your dog is reactive to other dogs, I will use techniques to manage this and keep everyone safe.
Pets must be up-to-date on vaccinations and in generally good health unless otherwise agreed. Please inform me of any health issues, behavioural concerns, or special care instructions prior to the visit.
I reserve the right to refuse service if a pet poses a safety risk to myself, the public or other animals.
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Muzzles: If your dog needs to wear a muzzle for safety, I am happy to accommodate this, provided you supply a properly fitted muzzle.
Extreme weather: I will always check the weather before a walk. For the safety of your dog, I may have to shorten or cancel a walk if the temperature is above 23°C or below 0°C. In these cases, I will swap the walk for an indoor "Stay & Play" session. Please provide a towel on rainy days so I can wipe down your dog before they come back inside. Sometimes dogs may be slightly damp, especially if they have fur that retains water, but I will try my best.
Cat Safety
I know cats are a bit different! For our Cat Drop-ins, I will follow all of your instructions carefully, ensuring your cat feels comfortable and secure in their own home. I'll make sure they have fresh food and water, their litter tray is clean, and they get some lovely cuddles (if they're up for it!).
Liability
I take every precaution to ensure the safety and well-being of your pets.
I am not liable for pre-existing medical conditions, accidents, or injuries that occur despite reasonable care.
Owners are responsible for securing valuables and ensuring a safe environment for both pets and staff.
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Our Walk and Service Policies
Service duration: This time begins the moment we enter your home and ends when we leave.
Solo walking: We always walk dogs from one household, unless they are usually walked together. This ensures your pet gets our full attention and a walk tailored specifically to their needs.
Off-lead walks: I will only ever let your dog off their lead with your express, written permission. This is always done at our discretion in a safe, enclosed area, and only if I am confident in your dog’s recall and safety.
Home safety: I promise to take great care of your home while we're there. Your keys will be kept secure and labelled discretely at all times. I will lock up and set any alarms as per your instructions. I aim to treat pets and homes with the utmost respect. Any damage caused by a pet during the visit is the responsibility of the owner. I will report any concerns about the pet’s behaviour, health, or home environment promptly.
Access to Your Home: You must provide safe and legal access to your property (keys, codes, or lockbox) prior to the visit.
Please ensure your home is safe for pets and staff, including securing hazards such as chemicals, open doors/windows, or loose objects.
If access is not provided at the scheduled time, a missed visit fee may apply.
Emergency Protocol: In case of illness, injury, or emergency, I will attempt to contact the owner immediately. If the owner cannot be reached, I reserve the right to take appropriate action, including veterinary care, at the owner’s expense.
Additional Services
Vet visits and pet taxi: I can provide transport for your pet to and from vet appointments or other locations. Aunty Lexy must meet the pet in advance before any transportation service. This ensures the pet is comfortable and familiar with the handler, reducing stress during travel. Transportation will not proceed without prior acquaintance, unless agreed in exceptional circumstances. Transportation will follow the agreed schedule, route, and destination. Any changes to timing or destination must be communicated in advance. Additional stops or changes may incur extra charges.
Pricing and Payments
Payment: We accept payment via bank transfer. Invoices will be sent monthly and payment is due within seven days of the invoice date.
Pricing is subject to change. Because every pet and situation is different, I don’t publish pricing online.
Cancellations
I understand that life happens!
By you: Please give me at least 24 hours' notice if you need to cancel a walk or drop-in. Cancellations with less than 24 hours' notice will be charged at the full rate.
For holidays: If you're going away and won't need my services for an extended period, please let me know with at least one week's notice.
By us: In the unlikely event that I have to cancel, I will give you as much notice as possible and work with you to find a solution.
Emergency situations will be assessed on a case-by-case basis.
Social Media Policy
I love taking photos of your happy pets! I may use these pictures and videos on our social media pages (e.g., Facebook, Instagram) and my website to share the joy. If you are not comfortable with me sharing photos of your pet, please let me know.
By booking with me, you agree that you have read and understood these terms. I can't wait to look after your beloved pet!
Best wishes,
Aunty Lexy