Service Policies

Scheduling

Walk Scheduling Policy

Wag & Walk Middleton operates using time windows rather than guaranteed fixed arrival times.

• Walks may take place at any point within the selected window.
• Regular clients may often have a similar routine, but exact times can vary.
• Route planning, traffic, weather, dog welfare and operational requirements may affect the order of walks.
• Clients with genuine medical, behavioural or welfare requirements should discuss specific timing needs during the meet and greet.

Before Care Begins

New Client Onboarding Policy

New client bookings are only able to go ahead once the required onboarding form, access details and payment have been completed.

For first bookings, onboarding and payment should be completed by 6:00pm the day before the scheduled service unless otherwise agreed.

• If onboarding, access details or payment are not completed before the scheduled service, Wag & Walk Middleton may cancel or postpone the booking.
• If these are not completed by the deadline, the booking may be released from the diary.
• Where diary time has been reserved and the booking cannot proceed because the required information or payment has not been provided, this may be treated as a client cancellation and the standard cancellation policy may apply.

Reserved Diary Time

Cancellation Policy

For standard booked walks:

• More than 24 hours’ notice: no charge.
• Less than 24 hours’ notice: 50% charge.
• Same-day cancellation: full charge.

Failure to complete required onboarding, provide access details or make agreed payment may be treated as a client cancellation where the booking cannot safely or reasonably go ahead.

Flexible Bookings

Flex Credits Terms

• Credits are valid for 8 weeks from purchase.
• Each credit equals 30 minutes or 60 minutes of walking time.
• Credits can be combined for longer walks.
• Credits cannot be split into smaller increments.
• Walks can be booked and rearranged subject to availability.
• Same-day cancellations use the booked credit.
• Unused credits expire after 8 weeks.

View Flex Credits and current prices

Welfare First

Weather Policy

During extreme heat, storms, ice, flooding or other severe weather, walks may be shortened, rescheduled, adjusted, replaced with a home visit or cancelled where conditions are unsafe.

Dog welfare and walker safety always take priority. Decisions are made according to the conditions, route and individual dog rather than a promise to complete a fixed distance.

Home Security

Key Handling Policy

Keys remain the property of the client and are held only for the purpose of providing agreed pet care services.

• Keys are stored securely.
• Keys are identified using reference numbers only.
• Keys are never labelled with client names, addresses or dog names.
• Wag & Walk Middleton is insured for key loss.

Ending or Pausing Care

Key Return Policy

If services do not commence, are cancelled or are discontinued, clients are responsible for arranging the return of their keys.

Keys may be:

• Collected by the client by prior arrangement.
• Returned by tracked post at the client’s expense.
• Returned in person where this can be combined with an existing route.

A return fee may apply where a dedicated journey is required. Keys will remain securely stored until return arrangements have been agreed.

If no response is received within 60 days of Wag & Walk Middleton first requesting return arrangements, Wag & Walk Middleton reserves the right to securely destroy the key.

Urgent Care

Veterinary Emergency Policy

Reasonable efforts will be made to contact the owner or their emergency contact. If urgent treatment is required and nobody can be reached, Wag & Walk Middleton may seek veterinary care in the dog’s best interests.

Owners remain responsible for any veterinary costs incurred.

Honest Information

Dog Suitability & Safety

Clients must honestly disclose aggression or biting history, reactivity, escaping behaviour, livestock or cat chasing and any other concern that could affect safe care.

Wag & Walk Middleton reserves the right to refuse, pause or discontinue services where dog welfare or the safety of the dog, walker, public or other animals may be compromised.

Reliable Entry

Access & Entry Policy

Clients must provide accurate access instructions and keep access arrangements up to date. If access cannot be gained at the booked visit, the walk may still be chargeable because diary time and travel have been reserved.

Simple Payments

Payment Policy

• Payment is due before or on the day of the walk unless otherwise agreed.
• Flex Credits must be purchased in advance.
• Persistent late payment may result in future bookings being paused.

Your Choice

Photo & Social Media Policy

Photos and videos may occasionally be taken during walks and may be used on Wag & Walk Middleton social media channels or marketing materials.

Clients can opt out through the client registration form or by contacting Wag & Walk Middleton. Opting out does not affect the care provided.