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Will you give my dog water and feed him/her after their walk?
Dogs are always offered water throughout their walks and we will make sure your dog has a full bowl of fresh water before we leave them, once they have returned home. We are happy to feed your dog, if requested, before we leave, provided this is indicated in their Pet Care Plan.
My dog/puppy is no microchipped and/or doesn’t have a tag, can you still walk him/her?
No, it is a legal requirement for all dogs to be microchipped and wearing a tag when out for walks. If we are unable to locate their tag and/or we do not hold a valid microchip number on file, we regret that we will be unable to take your pet for a walk.
What if my dog refuses to wear a collar?
We encourage you to purchase a harness if your pet refuses to wear a collar. Your dog’s tag can be attached to the harness.microchipped and wearing a tag when out for walks. If we are unable to locate their tag and/or we do not hold a valid microchip number on file, we regret that we will be unable to take your pet for a walk.
My pet requires specialist medical care, are you able to help?
We can support you to care for your animal and administer medication according to your instructions once you have filled out our medication form. We are not trained or qualified to administer specialist medication, however we can administer tablets and insulin where required. We complete medication forms whenever we administer medication. We cannot guarantee to administer medication if your pet refuses, however we will contact you to notify you if this happens).
Are you insured?
Yes. Hope’s Happy Hounds Ltd is fully insured. Feel free to ask to see a copy of our insurance certificate.
Do I need to be home when you collect or drop off my dog?
No, most clients will provide us with a set of keys kept in a key safe to enable us to collect and drop off their dogs when they aren’t at home. We securely hold access codes for key safes and alarm systems, so you can be sure your home is accessible but secured. We give our clients best practice advice to change their key safe and alarm codes regularly.
What do I do if I need to cancel?
Please complete our cancellation form that is on our booking page in the event that you don’t wish your dog walker or pet carer to attend as scheduled. Walks cancelled in less than 24 hours notice will still be charged for. Payments made for cancelled services with less than 24 hours notice will not be refunded. Payments made for cancelled services with 24 hours or more notice will be credited to your account. This is the only way that we can ensure you have a dog walker available on a long-term basis.
What happens if I need to suspend my regular services?
We are happy to suspend your services if we have enough notice to do so. A session retainer fee of 50% is payable for any suspension period of more than two weeks. This guarantees that your allocated session will still be available when you’re ready for services to resume. You must notify us of your intention to suspend services by no later than the 15th day of the month before the suspension is due to commence. Suspension retainer fees shall be invoiced for and payable on the same terms as standard services. We cannot guarantee that the allocated session will remain available if this fee is not paid.
What do you do in case of an emergency?
In the unlikely event of an emergency, we will immediately call and notify you. We ensure that we have emergency contact details in case we cannot contact you. If veterinary assistance is needed, we will take your dog to your named vet or, depending on the circumstances, to the nearest possible one.
Will my dog be always supervised?
Yes. Your dog will be under constant supervision by one of Hope’s Happy Hounds dog walkers.
My dog has not been spayed or neutered, can he/she still be walked?
Yes we will walk your dogs regardless of whether they are spayed or neutered. However, if your female dog is in-season she will require solo walks which incur an additional charge, and you must inform us of this as soon as you realise. If we aren’t informed of this, we will not be held responsible for any repercussions or unexpected pregnancies!
What security measures do you have?
Your key will be kept secure in your keysafe, we will open the door and replace your key back inside the key safe until we return from the walks. In the unlikely event of your key being lost or stolen we will advise you immediately. Your personal information will never be sold or discussed with any 3rd parties in accordance with the Data Protection Act.
Do you offer your services in the evenings, on weekends and bank holidays?
Subject to staff availability we may be able to help, Please go ahead and complete the booking form, we encourage you to give as much notice as possible to give us time to arrange this for you.
Do you have a veterinarian background?
No we don’t. However, we have worked with hundreds of pets and understand they have different needs. We know that some pets have additional needs and work with our clients to meet these where we can, for example administration of insulin or oral medication, subject to a Medication Form being completed. Our Team Leaders hold Level 2 Pet First Aid and always carry a first aid kit so that they can administer emergency first aid, but they are not equipped to provide any further medical care. Our Team Leaders are always on hand if an emergency arrises and are their to suport the walkers in the branch they are in charge of
What happens in bad weather?
We get wet!! We will clean and dry your dog off as much as possible. We do ask that you leave a towel out so we can dry your dogs. **Please note if a towel is not left out we will be unable to dry them due to Health & Safety cross contamination risks**
Can you administer my pet’s medication?
Yes, as above, Hope’s Happy Hounds are happy to administer medication for your pets, with your written instructions. Subject to a completed medication form
Do your services cater for all dog breeds?
We walk all breeds of dog, big or small. We meet all dogs before we walk them. Any instances of aggressive behaviour will be investigated, and we reserve the right to refuse to walk any dog.
When are you available to walk my dog?
We have availability between our core hours of 9am – 3pm, Monday to Friday, with out of hours bookings possible subject to availability. Please complete the booking form via the booking page on our website. Any walks performed out of the above hours will be charged at solo rate
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