Terms & Conditions

Terms and Conditions of Service

All training carried out or advised by Tollelite K9 Services requires owners to commit and be consistent, or training will regress.

Your Responsibilities

• I agree to provide keys / arrange for keys to be available for Tollelite K9 Services for Structured & Group walks / Day trains / Drop ins / Puppy visit arrangements if no one is at home. If you are due to be there but do not answer the door, a text will be sent and a 10 minute wait will apply — after that the booking will be lost.
• For 1:1s and consultations you agree to meet at your home address or agreed place at the booked time. If you are running late please contact Tollelite K9 Services. 10 minutes grace will be given with no contact, after which the booking will be cancelled.
• When attending Neutrality Walks, Urban Classes or Tollelite Together: all owners must have their dogs under control and on a lead (one dog per handler). No face-to-face greetings. Please respect each other's space, clean up after your dog, and respect the general public. If running late, please inform us and a live location will be shared for you to catch up.
• I authorise Tollelite K9 Services to obtain any emergency veterinary care that may be necessary during the time spent with my pet. Every effort will be made to contact the owner first. I accept responsibility for any charges related to emergency care and authorise the use of an alternative vet if my regular vet is unavailable.
• I agree to compensate Tollelite K9 Services for any additional fees for emergency care, as well as expenses incurred for unexpected visits, transportation, housing, food, or supplies.
• I understand I am responsible for any medical expenses and damages resulting from an injury to Laura Coleman or other persons caused by my pet. I accept full liability for any loss or damage caused by my dog whilst in Tollelite K9 Services' care.
• I agree to notify Tollelite K9 Services of any concerns or complaints within 24 hours of any appointment.
• I must state if my pet shows aggression in any way, and fully disclose any quality or characteristic problems that might make my dog unsuitable for any service. Tollelite K9 Services will not care for pets that endanger their safety or others.

Tollelite K9 Services' Responsibilities

• Tollelite K9 Services agrees to provide the services stated in this agreement in a reliable, kind, and trustworthy manner.
• Tollelite K9 Services takes no responsibility for injuries caused by dogs due to poor handling by owners, face-to-face greetings, off-lead dogs in public areas, or lack of space during Neutrality Walks, Urban Classes or Tollelite Together.
• Tollelite K9 Services will always advocate for you and your dog.
• Tollelite K9 Services accepts no responsibility for the security of premises or loss if other individuals have access to the home during the term of this agreement.
• Tollelite K9 Services will not let any dog off lead unless the owner has given written consent.
• If unforeseen circumstances prevent attendance, you will be notified straight away.
• Tollelite K9 Services is not responsible for damage sustained by a pet escaping because of a faulty lead, collar, or a collar that is not properly fitted.
• Tollelite K9 Services will not be liable for the injury, disappearance, death, or fines of any pet with unsupervised access to the outdoors.
• Tollelite K9 Services may update these terms and conditions online at their discretion. It is your responsibility to regularly check the website for updates.
• For regular offline bookings, Tollelite K9 Services reserves the right to modify terms at any time and may terminate the agreement at their discretion. The customer may also terminate with one month's notice.

Payments

Permanent slots (Structured Solo & Group Walks / Day Trains): Invoices are to be paid on the 1st of each month for your permanent slot — an invoice will be sent the week before. Payment by bank transfer only. A late fee of £12 applies if payment is not received on time.

Adhoc Bookings: Payment is to be made at the time of booking. Your service will not be confirmed until payment is received. Block bookings can be arranged.

Puppy Exposure Package: Payment in full for all 4 sessions at the time of booking.

1:1 Sessions: All sessions to be paid at the time of booking. No booking is secure until payment has been made.

Neutrality Walks / Urban Classes: All walks and classes to be paid at the time of booking (up to an hour before start time).

Overnight Stays / Board & Trains: 25% non-refundable deposit payable at time of booking to secure; balance to be paid 2 weeks before commencement.

Cancellation Policy

Permanent Slots: Invoiced monthly — you will be paying for the slot whether used or not. Holidays will be rescheduled. No refunds; rescheduling requires 24 hours' notice. 30 days' notice required to cancel your slot. You will not be charged during Tollelite K9 Services' annual leave.

Adhoc Bookings: No refunds; rescheduling requires 24 hours' notice. Lateness may result in cancellation.

Puppy Exposure Package: No refunds; rescheduling requires 24 hours' notice.

1:1 Sessions: No refunds; rescheduling requires 24 hours' notice.

Neutrality Walks / Urban Classes: No refunds; rescheduling requires 24 hours' notice.

Overnight Stays / Board & Trains: At least 1 month's notice required for cancellations or rescheduling. Deposit is non-refundable.

Equipment

Suitable equipment must be provided. If your dog pulls excessively, please provide an appropriate lead. If suitable equipment is not provided, appropriate leads owned by Tollelite K9 Services will be used.

Weather

Heat: When weather is extremely hot and dogs are struggling, hour walks will be shortened accordingly. The visit will still be 1 hour, but walks may be shortened to cool dogs down safely.

Rain and Wind: Walks will be normal unless winds are gale force — owners will be informed if walks need to be shortened due to conditions or traffic disruption.

Freezing, Ice, and Snow: If paths are icy, walks may be cancelled due to safety.

Days Off

14 days' notice will be given for any annual leave. If time off is required due to illness, services will be rescheduled.

Contact

For any questions regarding these terms, please contact us at tollelite@yahoo.com.