Comprehensive Service Agreement
Dog Walking, Cat Care, Small Animal Care & Equine Care
Introduction
This Comprehensive Service Agreement ("Agreement") forms a legally binding contract between the Client ("Client") and Holty Paws & Hooves Ltd ("Service Provider"). By ticking the agreement box during the booking process on the Holty Paws website, the Client acknowledges full understanding and acceptance of all terms herein. This digital confirmation constitutes the Client’s legally binding electronic signature and applies to all current and future bookings. This Agreement supersedes all previous versions.
1. Scope of Services
Holty Paws & Hooves Ltd provides professional services including:
Dog walking
Cat care
Small animal care (e.g., rabbits, guinea pigs, hamsters, reptiles, birds, ferrets)
Equine care (including turnout, bring-in, mucking out, grooming, feeding, haying, and welfare checks)
All services are carried out strictly in accordance with the information and instructions provided by the Client via the Acuity Scheduling system. The Client agrees that the Service Provider may adjust service delivery if required for animal welfare, safety, or environmental conditions.
2. Booking Process
2.1 All bookings must be submitted through The Service Provider’s website using Acuity Scheduling.
2.2 Clients will be offered service time blocks. Exact arrival time within the block may vary due to route planning, emergencies, weather, or other operational requirements.
2.3 A Meet & Greet is mandatory for all new Clients before services commence.
2.3 1.2 Weekends and Bank Holidays may incur additional fees which you will be advised of at the time of booking or can be seen on the Pet Service Provider’s website.
2.5 Bookings made within 24 hours of the service time incur a late booking fee.
2.6 The Client is responsible for ensuring all booking information is correct; errors may affect service delivery and will not warrant refunds.
3. Payments and Transition to Acuity Scheduling System
3.1 All Clients must rebook any existing or future services using the new Acuity Scheduling system. Bookings made under the previously used Pet Sitter Plus scheduling system are no longer valid or recognised.
3.2 The Service Provider will invoice the Client for services booked and delivered with payment falling due by month end by BACS direct into the Company’s bank account. Thereafter, an interest charge will be levied at a rate of no less than 1% of the total invoice value for each day overdue..
3.3 Where payment is not received in accordance with these terms and conditions of business, the company reserves the right not to proceed with any previously agreed arrangements, and a cancellation fee will be payable.
3.4 The Service Provider reserves the right to amend fees and other charges from time to time subject to giving 4 weeks’ notice.
3.5 The Client acknowledges that The Service Provider has introduced a new pricing structure effective immediately, and all future bookings will be charged in accordance with the updated prices.
3.6 Any previously applied rates, legacy pricing, or discounts under the old system are no longer applicable.
4. Cancellations & Refunds
4.1 Cancellations made within 48 hours of the service time are strictly non-refundable.
4.2 Cancellations made more than 48 hours in advance may be refunded or credited at the Client’s choice.
4.3 No refunds are issued for early returns, changes in personal schedule, or pet absences unless cancellation policy is met.
4.4 The Service Provider may cancel services due to extreme weather, emergency circumstances, illness, or safety concerns. Credits or refunds will be issued where appropriate.
5. Client Responsibilities
The Client agrees to:
Provide accurate, complete, and up-to-date information via their online portal
Disclose all behavioural, medical, and environmental risks
Ensure pets are microchipped, vaccinated, and legally compliant
Provide safe, correctly fitting, well-maintained equipment (collars, leads, harnesses, horse tack, etc.)
Ensure the home and animal environment are safe and secure
The Client accepts full legal responsibility for the behaviour and actions of their animals during all services.
6. Liability & Indemnity
6.1 The Service Provider will exercise reasonable care and skill at all times.
6.2 The Client agrees that the Service Provider is not liable for:
Illness, injury, escape, or death of free-roaming or outdoor-access animals
Injuries arising from pre-existing conditions or age-related issues
Damage to property caused by pets
Animal altercations, unpredictable behaviours, or environmental hazards outside the Service Provider’s control
6.3 The Client indemnifies Holty Paws & Hooves Ltd against all claims, damages, and costs arising from the behaviour, actions, or condition of their animals unless caused by the Service Provider’s proven negligence.
6.4 Liability is limited to the value of the service fee for the appointment in question.
7. Emergency Veterinary Care
7.1 The Client authorises the Service Provider to seek urgent veterinary attention if required.
7.2 All veterinary fees, including those paid by the Service Provider upfront, remain the Client’s full responsibility.
7.3 The Service Provider may use an alternative veterinarian if the Client’s chosen practice is unavailable.
7.4 The Client agrees that emergency decisions may need to be made promptly in the animal’s best interest.
8. Property Access – Key Safe Requirement
8.1 Holty Paws & Hooves Ltd is transitioning away from holding physical keys.
8.2 All new Clients must provide access through a secure, weather-resistant external key safe.
8.3 Existing Clients who currently rely on key holding acknowledge that key-safe installation will be mandatory moving forward; the Service Provider may cease key holding with reasonable notice.
8.4 The Client is solely responsible for:
Purchasing, installing, and maintaining the key safe
Ensuring the key is readily available for each service
Providing an accurate, working code
Updating the code in the online portal when changed
Ensuring safe placement and security of the device
8.5 The Service Provider is not liable for:
Key safe failure, theft, or tampering
Loss or theft resulting from the Client’s shared access or improper installation
Issues arising from incorrect or outdated key codes
8.6 If access cannot be gained due to key safe issues, the appointment will be charged in full.
9. Behaviour, Aggression & Safety
9.1 The Service Provider reserves the right to refuse or terminate services for any animal that displays aggressive, dangerous, or unpredictable behaviour. If the Client’s dog(s) whilst being walked shows aggressive tendencies towards the pet service provider or anyone accompanying them, or should its behaviour become unacceptable or a nuisance beyond reasonable acceptance, the Client agrees that the service may be terminated with immediate effect and the pet may be returned to the location where it was collected.
9.2 The Client must fully disclose behavioural issues including:
Reactivity
Aggression
Biting, kicking, charging, bolting
Resource guarding
Anxiety or escape tendencies
9.3 Dogs must wear legal identification tags during all walks.
9.4 Horses must be kept in safe stable and turnout environments; faulty fencing or damaged stable doors must be disclosed.
9.5 If a service is terminated for safety reasons, no refund will be issued.
10. Species-Specific Conditions
10.1 Dogs
No off-lead walking unless the Client confirms authorisation.
The Client must provide properly fitted collars, leads, and harnesses.
10.2 Cats
The Service Provider is not responsible for cats that roam or fail to return.
10.3 Small Animals
The Service Provider is not liable for escape, illness, or injury caused by inadequate housing, faulty enclosures, temperature fluctuations, or unsuitable environmental conditions.
10.4 Equine Care
The Service Provider is not liable for injuries caused by herd dynamics, field hazards, or unpredictable equine behaviour.
The Client must disclose turnout restrictions, medical issues, and stable management requirements.
11. Additional Purchases
Where necessary for the immediate welfare of the animal (e.g., food, bedding, litter, medication), the Service Provider may purchase essential items. All costs must be reimbursed by the Client.
12. Inclement Weather & Emergencies
The Service Provider will act in the best interest of animal and staff safety. Walks may be shortened or replaced with indoor enrichment visits if conditions are unsafe (heat, ice, storms, etc.).
13. House Cleanliness
Basic clean-up of minor accidents will be attempted where possible, but the Service Provider is not responsible for stains, persistent odours, or property damage caused by pets.
14. Additional Visitors
The Service Provider is not liable for persons entering the Client’s property before, during, or after services. The Client must inform all household members or authorised visitors of the Service Provider’s involvement.
15. Privacy & Data Protection (UK GDPR)
The Service Provider complies with all UK GDPR requirements.
Data is stored securely and used only for service delivery and communication.
The Client may request data removal in accordance with legal obligations.
16 Insurance
16.1 All reasonable care is taken to ensure the integrity and suitability of the care provided.
16.2 The Pet Service Provider has valid business insurance which includes public liability insurance, for the peace of mind of its clients.
16.3 The insurance only covers the Pet Service Provider and its affiliates and agents, for the duration of the selected service, and only for services arranged with the Pet Service Provider.
16.4 It is the Client’s responsibility to ensure that the property, its contents, and pets are adequately insured throughout the duration of any service.
17. Illness & Contagious Conditions
The Client must immediately notify the Service Provider of:
Pet illness
Household contagious illness
Suspected infectious disease
The Service Provider may cancel services if illness poses a risk to other animals or staff.
18. Supervision of Minors
For safety and liability reasons, the Service Provider will not enter or perform services at any property where minors (persons under 18 years of age) are present without the continuous presence and supervision of a responsible adult (18 years or older). The Client must ensure that a supervising adult is on-site for the duration of any scheduled pet-care visit. If no adult is present upon arrival, the Pet Care Provider may refuse entry, reschedule the visit, or cancel the appointment, and any applicable cancellation or call-out fees may apply.
19. Governing Law
This Agreement is governed exclusively by the laws of England and Wales. Any disputes shall be resolved under the jurisdiction of English courts.
20. Digital Client Agreement
By ticking the agreement box during booking, the Client confirms that they:
Have read, understood, and accepted this Agreement
Agree to be legally bound by its terms
Acknowledge that digital acceptance constitutes their electronic signature
Understand that these terms apply to all future bookings until updated