• Dogs must be up to date with their core vaccinations or have an alternative vaccination protocol agreed with their veterinary surgeon.

• All pets must be free from contagious illnesses before any service.

• Owners must inform us of any existing medical conditions, injuries or behavioural concerns.

• We reserve the right to refuse care if a pet is unwell and their condition could put other animals or staff at risk.

• Pets should regularly be regularly treated for fleas, ticks and worms.

• If a pet is found to have fleas during a visit, owners will be asked to cover any reasonable cleaning costs before future bookings.

• Every new client receives a free meet and greet before services begin.

• Walks are tailored to your dog’s age, fitness and temperament.

• Dogs will only be walked with compatible dogs during group walks.

• Dogs will remain on a lead unless owners have provided written consent and we believe it is safe to do so.

• Fresh water will always be provided after walks.

• Pets will receive fresh water, feeding (if required and agreed), companionship, toilet breaks and lots of fuss during visits.

• Any concerns about your pet’s health or wellbeing will be communicated as soon as possible.

• Owners will receive updates and photos as appropriate.

• Medication will only be administered following written instructions from the owner.

• We reserve the right to decline administration if we believe it may put the pet or ourselves at risk.

• Female dogs in season cannot participate in group walks.

• Male dogs do not have to be neutered but must be well behaved around other dogs.

• We reserve the right to recommend solo walks if necessary.

• During hot weather, walks may be shortened, moved to shaded areas or cooler times of the day or replaced with enrichment visits.

• During severe weather such as snow, ice or storms, services may be adjusted to keep everyone safe.

• If your pet becomes ill or injured while in our care, we will make every effort to contact you immediately.

• If you cannot be contacted, we will seek veterinary treatment in the best interests of your pet.

• Any veterinary costs remain the responsibility of the owner.

• Cancellations with at least 48 hours’ notices will not incur a charge.

• Cancellations with less than 48 hours’ notice may be charged up to 50% of the fee.

• Same day cancellations will be charged in full.

• If you’re unhappy with any aspect of our service, please contact us as soon as possible. We will always aim to resolved concerns quickly, fairly and professionally.

• Complaints can be made via email at sb@baxterspals.com.

By booking a service with Baxter’s Pals Pet Care, you confirm that you have read and accepted these terms and conditions.

At Baxter’s Pals Pet Care, we are committed to protecting your privacy and handling your personal information responsibly.

We may collect:

• Your name

• Address

• Email address

• Telephone number

• Emergency contact details

• Veterinary practice details

• Information about your pets, including medical conditions, behaviour and dietary requirements.

• Home access information (when required for services)

• Payment information

• Messages you send us through our website, email or social media

We use your information to:

• Provide pet care services

• Arrange bookings

• Contact you about your appointments

• Respond to enquiries

• Keep pets safe by recording important medical and behavioural information

• Improve our services

We will only collect information that is necessary to provide our services.

How your information is stored:

Your information is stored securely and is only accessible to Baxter’s Pals Pet Care.

We take reasonable steps to protect your personal information from loss, misuse or unauthorised access.

Sharing your information:

We will never sell your personal information.

We may share information only when necessary such as:

• with your veterinary practice

• if required by law

How long we keep information:

We only keep personal information for as long as necessary to provide our services and meet insurance requirements.

Your rights:

You have the right to:

• Request a copy of your personal information

• Correct inaccurate information

• Request deletion of your information where appropriate

• Withdraw consent where consent is the legal basis for processing

• Make a complaint to the UK Information Commissioner’s Office (ICO)

If you have any concerns about this privacy policy, please contact sb@baxterspals.com