Client Terms & Conditions
Version: GDW-CT-2026-10-15-V1 | Issued 15 October 2026
Applies to bookings with Good Dog Walking Ltd (direct Morpeth services) and with independent Good Dog Walking service providers identified to you before booking.
IMPORTANT – YOUR SERVICE PROVIDER
Good Dog Walking is a network of local pet care businesses operating under the Good Dog Walking brand.
Good Dog Walking Ltd operates the brand and may provide central marketing, customer enquiries, administrative support and operational standards.
Some territories are operated by independent businesses authorised to trade under the Good Dog Walking name.
Your contract is with the business identified as your Service Provider before your booking is confirmed.
Your Service Provider is responsible for accepting and fulfilling your bookings, issuing invoices, receiving payments, arranging appropriate insurance and meeting its legal obligations.
Where your Service Provider is an independently operated business, Good Dog Walking Ltd is not automatically a party to your service contract solely because the Good Dog Walking brand or website is used. This does not exclude any responsibility Good Dog Walking Ltd may otherwise have under the law.
HOW TO IDENTIFY YOUR SERVICE PROVIDER
Before accepting a booking, please check the Service Provider details shown in your Pet Sitter Plus account, booking confirmation or other pre-contract booking information. These must identify the legal business or sole trader supplying your services, any trading name, an address at which legal documents may be served, and contact details. The name of that business must correspond with the supplier named on your invoice. A separate VAT number is shown only where that Service Provider is VAT-registered. If you cannot see these details, please request them before accepting a booking.
For Morpeth services provided directly by Good Dog Walking Ltd:
Good Dog Walking Ltd
Company number: 13411357
Registered office: 34 Geranium Drive, Morpeth, England, NE61 3EY
Email: cheryl@gooddogwalking.co.uk
1. Acceptance of Terms
1.1. These Terms & Conditions form part of the agreement between the Client and their identified Service Provider.
1.2. By selecting "I Agree" through Pet Sitter Plus, or otherwise expressly accepting these terms when making a booking, the Client confirms acceptance of the applicable Terms & Conditions.
1.3. The Service Provider will make these terms available before the Client commits to a booking.
1.4. Bookings are subject to availability and are only confirmed once accepted by the Service Provider.
1.5. No minimum 12-month service commitment applies. Clients may discontinue regular services in accordance with these terms and their statutory rights.
1.6. The specific Service Provider and current terms version accepted by the Client shall be recorded in Pet Sitter Plus, including acceptance date and relevant contact/account identifier.
1.7. For independent branches, the legal Service Provider remains the identified local business even where a walker has signed a separate GDW brand/network covenant. This does not exclude liabilities arising from GDW’s own actual activities.
2. Client Registration and Responsibilities
2.1. Clients must provide accurate and current contact details, emergency contacts, property access information and relevant details about their pets.
2.2. Clients must disclose all known medical conditions, allergies, contagious illnesses, medication requirements, behavioural concerns, aggression, previous biting incidents, escape tendencies and other matters that could affect safe care.
2.3. Clients must promptly update information when their circumstances or their pet's needs change.
2.4. Dogs must be legally microchipped and wear appropriate identification when required by law.
2.5. Clients must provide suitable collars, leads, harnesses and other equipment reasonably required for their pet's care.
2.6. Where incorrect or withheld information causes avoidable injury, damage or expense, the Client may be responsible for reasonable resulting losses to the extent permitted by law.
2.7. Clients must provide an appropriate and reasonably safe environment for home visits.
3. Bookings and Appointment Times
3.1. All bookings, changes and cancellations must be managed through Pet Sitter Plus or an authorised Good Dog Walking booking or contact channel.
3.2. Services normally operate within agreed two-hour arrival windows unless an alternative arrangement has been expressly confirmed.
3.3. Specific arrival times cannot normally be guaranteed.
3.4. Clients requiring medication, feeding or other care at an exact time must explain this before booking.
3.5. The Service Provider may decline a booking if it cannot safely accommodate time-sensitive care requirements.
3.6. Individual walkers cannot independently confirm changes to bookings made through the Service Provider.
3.7. The Service Provider aims to provide regular walkers wherever possible, but cannot guarantee the indefinite availability of a particular individual.
3.8. Where a walker is unavailable, a suitable alternative may be offered. The Client will be informed of material changes and may decide whether to accept the alternative.
3.9. A booking or amendment is not confirmed merely because a Client has requested it.
4. Pricing and Payments
4.1. Prices will be displayed or confirmed by the Service Provider before a booking is accepted.
4.2. The total price payable will include VAT where applicable.
4.3. Additional dogs from the same household may be charged at 50% of the applicable base service price per additional dog, where specified in the relevant price list.
4.4. Weekend and public holiday services may attract a 50% surcharge where this is disclosed and agreed before booking.
4.5. Prices and available services may vary between territories.
4.6. Invoices are normally issued weekly through Pet Sitter Plus and must be paid by the stated due date.
4.7. Where payment is overdue, the Service Provider may issue reminders and, following reasonable notice, suspend or decline future non-essential bookings until outstanding amounts are settled.
4.8. Any price increases affecting regular future services will be communicated with reasonable advance notice.
4.9. Clients may decline future services at revised prices, subject to existing confirmed bookings and their statutory rights.
4.10. Agreed prices for confirmed bookings will not be changed retrospectively without the Client's agreement.
4.11. Each independent Service Provider determines its own lawful retail prices. Any prices shown through central GDW marketing must be verified with that Service Provider before confirmation. Sole trader invoices shall disclose the full legal and trading names and an address for legal service; a VAT number will be shown only where properly applicable.
5. Cancellations – Dog Walking and Pet Visits
5.1. Clients should give at least 24 hours' notice when cancelling a confirmed dog walk or pet visit.
5.2. Where a confirmed appointment is cancelled with less than 24 hours' notice, the Service Provider may charge a reasonable cancellation fee, up to the agreed service price, where the cancellation causes a recoverable loss.
5.3. Cancellation charges will reflect losses reasonably arising from the cancellation, taking account of costs saved and reasonable opportunities to replace the booking.
5.4. A full service charge will not automatically apply to every late cancellation.
5.5. Where the Service Provider cancels an appointment and cannot provide the agreed service or an acceptable alternative, the Client will receive any refund or other remedy required by law.
5.6. Clients may discontinue regular services without a minimum-term penalty. Confirmed appointments remain subject to the applicable cancellation provisions.
5.7. Nothing in this section limits statutory cancellation or refund rights.
6. Statutory Cancellation Rights
6.1. Where an online, telephone or off-premises service agreement carries a statutory cooling-off period, the Service Provider will honour the applicable rights.
6.2. Where permitted by law, a Client may expressly request that services begin during a statutory cancellation period.
6.3. Where the Client makes a valid request for early performance, the Service Provider will comply with the applicable rules concerning payment for services supplied and any loss of cancellation rights following full performance.
6.4. The Service Provider will provide legally required cancellation information before the Client enters into an agreement.
6.5. Where a statutory exception applies to a particular service or booking, the Client will be informed as required by law.
6.6. Statutory rights take precedence over any conflicting provision of these Terms & Conditions.
6.7. Where legally required, the Service Provider provides a model withdrawal form and cancellation information before contract formation. An optional, separate express request to begin a service during a statutory cancellation period appears in the Annex and is not presumed from acceptance of these terms.
7. Property Access and Key Holding
7.1. Clients must provide safe, accurate and reliable access arrangements for confirmed appointments.
7.2. Secure key safes are the preferred method of access.
7.3. Where physical keys are held, reasonable precautions will be taken to protect them and associated security information.
7.4. Clients must provide correct access instructions, alarm details and any relevant security information.
7.5. Additional key collection, return or emergency delivery charges will be communicated and agreed before the chargeable service is provided.
7.6. Where a walker attends within the agreed service window but cannot gain access due to circumstances within the Client's control, reasonable efforts will be made to contact the Client.
7.7. If the service cannot proceed, a reasonable unsuccessful-visit charge may apply, reflecting the loss caused, costs saved and reasonable mitigation.
7.8. No such charge will be imposed where the access failure results from the Service Provider's own error or breach of contract.
7.9. The Service Provider remains responsible for loss or damage caused by its negligence or breach of contract.
8. Dog Walking and Group Safety
8.1. Dogs will be assessed for suitability for the requested service.
8.2. Group walks are limited to a maximum of six dogs per walker, or a lower number where required by law, location-specific restrictions, safety or animal welfare considerations.
8.3. The Service Provider may recommend individual walks where a dog is unsuitable for group walking.
8.4. Dogs will only be exercised off-lead where the Client has given permission and the walker considers it safe and lawful.
8.5. The walker retains discretion to keep any dog on-lead where necessary for safety or welfare.
8.6. Dogs may be transported where transport forms part of the agreed service, using appropriate and secure arrangements.
8.7. The Service Provider may reassess, modify or discontinue future bookings where serious behavioural, health or safety concerns arise.
8.8. Clients must promptly disclose significant changes in their dog's behaviour, health or compatibility with other animals.
9. Weather and Animal Welfare
9.1. Animal welfare takes priority over completing a particular route or activity.
9.2. During extreme heat, severe weather or other unsafe conditions, walks may be modified, shortened or replaced with an appropriate alternative where agreed or reasonably necessary for welfare.
9.3. Clients will be informed of material changes wherever reasonably practicable.
9.4. If the agreed service cannot be provided, the applicable price adjustment or refund will be determined fairly, having regard to services actually provided and statutory rights.
10. Vaccinations, Parasites and Infectious Conditions
10.1. Clients must disclose known contagious conditions or other significant health risks before a booking.
10.2. The Service Provider may postpone or decline services where an animal presents a significant infectious disease or welfare risk.
10.3. Dogs attending group services may be required to meet the Service Provider's notified vaccination and parasite prevention requirements.
10.4. Dogs attending licensed home boarding must meet the vaccination, parasite control and veterinary requirements applicable to the licence and premises.
10.5. Relevant veterinary evidence may be requested, including vaccination records or acceptable veterinary-supported alternatives.
10.6. Where a Client's failure to disclose a known condition causes avoidable expense or loss, responsibility will be assessed reasonably and in accordance with applicable law.
10.7. Any treatment administered to an animal must be authorised and carried out in accordance with applicable veterinary instructions and legal requirements.
11. Emergency Veterinary Treatment
11.1. Where a pet becomes seriously unwell, is injured or otherwise requires urgent veterinary attention, reasonable steps will be taken to protect its welfare.
11.2. The Service Provider will attempt to contact the Client or their emergency contact as soon as reasonably practicable.
11.3. Where urgent treatment is necessary and the Client cannot be reached, the Client authorises the Service Provider to seek appropriate veterinary assistance.
11.4. The Client is responsible for reasonable veterinary expenses incurred in their pet's interests, except to the extent those costs arise from the Service Provider's negligence or breach of contract.
11.5. Clients must keep veterinary contact details and emergency instructions current.
11.6. Separate veterinary consent forms and care plans may be required for licensed boarding services.
12. Other Pet Care Services
12.1. Services may include puppy visits, cat care, pet visits and appropriate care for rabbits, chickens and other small household pets.
12.2. Availability and suitability will be confirmed by the relevant Service Provider.
12.3. Care will be provided in accordance with the agreed booking and reasonable written instructions.
12.4. Clients must supply appropriate food, medication, cleaning materials, bedding and other reasonably necessary items.
12.5. Additional tasks, including enclosure cleaning, egg collection or administering medication, must be agreed before the booking.
12.6. The Service Provider may decline requests that cannot safely or appropriately be fulfilled.
13. Home Boarding – Morpeth
This section applies to Morpeth home boarding contracted directly with Good Dog Walking Ltd. It does not authorise other independent branches to provide home boarding under the Morpeth licence.
13.1. Good Dog Walking Ltd holds a home boarding licence issued by Northumberland County Council.
Licence holder:Good Dog Walking Ltd
Licence number:NAB273
Licensing authority:Northumberland County Council
13.2. Home boarding is provided only at premises and under arrangements authorised by the applicable licence.
13.3. The service normally accommodates one or two dogs from the same household, subject to the conditions and permitted capacity of the licence.
13.4. An introduction, suitability assessment or trial stay may be required before confirmation.
13.5. Clients must provide complete feeding instructions, veterinary information, medication requirements, behavioural information and emergency contact details.
13.6. All dogs must meet applicable vaccination, health, parasite prevention and licensing requirements.
13.7. Necessary written permissions and veterinary arrangements will be obtained in accordance with the licence conditions.
13.8. A 50% advance payment is required to secure a confirmed home boarding reservation.
13.9. The remaining balance must be paid no later than 14 days before the start of the stay.
13.10. Where a Client cancels, Good Dog Walking Ltd may retain or charge an amount reflecting its reasonable losses arising directly from the cancellation, including booking opportunities that could not reasonably be replaced.
13.11. Reasonable savings and steps taken to minimise losses will be considered when determining any cancellation charge.
13.12. The 50% advance payment is not automatically forfeited. Any payment exceeding the amount lawfully recoverable will be refunded.
13.13. Where Good Dog Walking Ltd cannot fulfil a confirmed booking and no acceptable alternative is agreed, the Client will receive the refund or other remedy required by law.
13.14. Home boarding remains subject to all applicable animal welfare legislation, council licensing requirements and the conditions of licence NAB273.
13.15. Independent Good Dog Walking service providers offering home boarding must have their own lawful arrangements and applicable licensing permissions. Their contractual boarding provisions must be provided separately where relevant.
14. Photographs and Service Reports
14.1. Photographs, service updates and care records may be created where reasonably necessary for the provision and administration of pet care services.
14.2. Where available, service reports and photographs may be provided through Pet Sitter Plus.
14.3. Promotional use of photographs or customer information will be managed through appropriate separate permissions where required.
14.4. Clients may contact their Service Provider to withdraw promotional permission, subject to applicable law and reasonable limitations relating to material already distributed.
14.5. Client and pet information will not be disclosed for unrelated purposes without an appropriate lawful basis.
15. Booking Integrity and Private Arrangements
15.1. All services arranged through a Good Dog Walking Service Provider must be booked and administered through its authorised channels.
15.2. Clients must not deliberately circumvent an existing Good Dog Walking booking or its agreed charges by arranging for an assigned walker to carry out that same booking privately instead.
15.3. Booking amendments, cancellations and requests for additional services must be communicated through the authorised booking channels.
15.4. Direct communication with walkers for genuine emergencies and urgent animal welfare matters remains permitted.
15.5. Where deliberate circumvention of existing booking arrangements occurs, the Service Provider may decline future bookings or discontinue regular services on reasonable notice, subject to existing obligations and the Client's legal rights.
15.6. Services independently arranged outside the Service Provider are not automatically covered by its insurance or contractual arrangements. Responsibility for such services depends on the actual agreement and applicable law.
15.7. Nothing in these terms prevents Clients from choosing other independent pet care providers or creates an exclusive ongoing commitment to Good Dog Walking.
16. Respectful Communication
16.1. Clients, walkers and management representatives are expected to communicate professionally and respectfully.
16.2. Threatening, abusive, discriminatory or persistently harassing behaviour may result in reasonable restrictions on communication or termination of future services.
16.3. Genuine complaints, reasonable questions and the exercise of statutory rights will not themselves be treated as misconduct.
16.4. Reasonable notice will normally be given where services are to be discontinued.
16.5. Immediate protective action may be taken in serious circumstances involving safety, threats or animal welfare.
16.6. Existing animal care commitments will be managed responsibly, and any applicable refund or other statutory obligations will be honoured.
17. Insurance, Loss and Liability
17.1. Each Service Provider must maintain appropriate insurance for the activities it undertakes, including any cover required by law or applicable licensing conditions.
17.2. Clients are encouraged to maintain appropriate pet insurance, including veterinary and third-party liability cover where suitable.
17.3. Responsibility for injury, loss, damage or other incidents will depend on the circumstances, applicable law and whether reasonable care and skill were exercised.
17.4. The Service Provider is not automatically responsible for damage caused solely by a pet's normal behaviour where reasonable care has been exercised.
17.5. If a pet becomes lost, injured or dies during a service, reasonable action will be taken to protect animal welfare and contact the Client or emergency contact promptly.
17.6. Nothing in these terms excludes or restricts liability for death or personal injury caused by negligence, fraud, or any other liability or statutory right that cannot lawfully be excluded or restricted.
17.7. Use of GDW branding does not automatically make GDW Ltd a contracting supplier for an independent branch. This does not limit liability GDW may have for its own negligence, statutory obligations, conduct or representations.
18. Personal Information and Confidentiality
18.1. Personal information is processed for legitimate purposes including booking administration, customer communication, invoicing, animal care, safety and compliance with legal obligations.
18.2. Information may be shared with authorised walkers, relevant Good Dog Walking businesses, booking providers, veterinary professionals and other parties where necessary and lawful.
18.3. Each organisation handling personal information must comply with its applicable data protection obligations.
18.4. Good Dog Walking Ltd and independent Service Providers may have distinct responsibilities for personal information depending on their activities and actual arrangements.
18.5. Reasonable precautions will be taken to protect sensitive home access details, security instructions and confidential customer information.
18.6. The processing, retention and sharing of personal information will be explained in the relevant Privacy Policy or privacy notices.
18.7. The Service Provider information provided before booking and the corresponding privacy notice will identify the relevant organisation(s) responsible for your personal data, their contact details and the role of GDW Ltd in central marketing, PSP administration and lawful network oversight. Different organisations may be controllers for different purposes.
18.8. Customer data and booking history will not be transferred automatically to a different independent business merely because its territory manager departs. Where transfer is lawful, relevant notices, consents or other lawful bases and data-sharing controls will be applied; customers retain their rights.
19. Complaints and Ending Services
19.1. Clients are encouraged to raise concerns as soon as reasonably practicable, preferably in writing within 14 days of the relevant service.
19.2. Written complaints should be directed to the business responsible for providing the service.
19.3. The Service Provider aims to provide a substantive response within 14 days.
19.4. The preferred complaint reporting period does not remove statutory rights.
19.5. Clients may discontinue regular services by notifying the Service Provider through an authorised channel.
19.6. Confirmed appointments remain subject to the applicable cancellation provisions.
19.7. The Service Provider may decline or discontinue future bookings for legitimate reasons, including serious safety concerns, repeated non-payment, serious inappropriate conduct or deliberate circumvention of existing booking arrangements.
19.8. Reasonable notice will be provided where appropriate, and outstanding service and refund obligations will be handled fairly and lawfully.
19.9. If an independent Service Provider ceases trading under the GDW brand, GDW Ltd may coordinate a factual network announcement and offer an introduction to another authorised provider. No customer is automatically transferred; the customer may choose whether to enter a new contract.
19.10. The outgoing Service Provider remains responsible for existing contractual obligations, accounting for customer payments, safe key handling and statutory refunds until they are lawfully fulfilled or transferred with necessary agreement.
19.11. GDW branding, official website and network account rights remain with GDW Ltd, and any operator departure does not entitle a customer to demand that a specific walker or local operator continue indefinitely.
20. Changes to Terms
20.1. The Service Provider may update its Terms & Conditions from time to time.
20.2. Material changes affecting existing service arrangements will be communicated in advance where required.
20.3. Further acceptance will be obtained where necessary.
20.4. Updated terms will not retrospectively remove rights arising under an earlier agreement.
20.5. The new terms take effect only for customers who are validly notified and accept them where required. Customers must be told if their actual legal Service Provider is changing, and consent to any necessary new contract or lawful transfer must be obtained.
21. Governing Law
21.1. These terms are governed by the laws of England and Wales.
21.2. Nothing in these terms limits any mandatory consumer protection or legal right to bring proceedings before a court with appropriate jurisdiction.
22. Good Dog Walking Brand Owner
Good Dog Walking Ltd
Company number: 13411357
Registered in England and Wales
Registered office:
34 Geranium Drive
Morpeth
England
NE61 3EY
Website: www.gooddogwalking.co.uk
General enquiries: cheryl@gooddogwalking.co.uk
WhatsApp: 07777 277728
Morpeth Home Boarding Licence
Licence holder: Good Dog Walking Ltd
Licence number: NAB273
Licensing authority: Northumberland County Council
Important:These Terms & Conditions should be read alongside the applicable Service Provider's booking information, current prices, Privacy Policy and any additional service-specific requirements.
Nothing in these terms affects a Client's statutory consumer rights.
ANNEX — MODEL STATUTORY CANCELLATION FORM AND EARLY START REQUEST
To: the Service Provider named in your booking confirmation, using its published postal or email contact details.
I hereby give notice that I cancel my contract for the following service: [DESCRIPTION]. Ordered/contracted on: [DATE]. Customer name: [ ]. Customer address: [ ]. Date: [ ]. Signature (if paper): [ ].
Where a statutory 14-day cancellation right exists, it can be exercised by an unequivocal statement, not only by using this model form. The Service Provider must supply legally required cancellation information and give the customer appropriate notice of any lawful charges for services already performed.
OPTIONAL SEPARATE EARLY START REQUEST (only if you wish services to begin during an applicable statutory cancellation period): [ ] I expressly request that the service begin during any applicable statutory cancellation period. I understand that, where the law permits, I may need to pay a proportionate amount for services supplied if I cancel, and that my cancellation right may be lost after the service is fully performed if all legal conditions are met. This request is voluntary and separate from general acceptance of the terms.
