Terms of service

1. Our services

The Crate Escape currently offers:

• Pack walks — up to 6 dogs, with approximately one hour of walking time.
• Solo walks — 30-minute or one-hour walks.
• Collection and return of dogs as agreed with the client.
• Transportation of dogs in The Crate Escape vehicles where required.

We may introduce additional services in the future. Any new services will be subject to their own terms where appropriate. Grooming and puppy pop-in visits are covered by the additional terms at the foot of this page.

The Crate Escape decides which service is appropriate for each dog based on their temperament, behaviour, health, age, recall, socialisation and individual needs.

2. Client information and honesty

Clients must give us accurate and complete information about their dog. That includes:

• Medical conditions
• Allergies
• Medication
• Injuries or physical limitations
• Behavioural issues
• Aggression or reactivity
• Fears or anxieties
• Recall ability
• Previous incidents involving dogs, people or other animals
• Any restrictions on exercise
• Anything else that could affect the safety or wellbeing of the dog, other dogs, people or our team

Please tell us straight away if any of this changes.

Failure to disclose relevant information may result in the service being suspended or terminated.

3. Home visit and assessment

Before a dog begins regular walking, we will normally carry out a home visit and assessment. It is free, and it lets us:

• Meet the dog and owner.
• Discuss the dog's individual needs.
• Assess temperament and suitability.
• Discuss walking arrangements.
• Check that the dog is suitable for pack walking where that is requested.
• Establish collection and return arrangements.
• Discuss any relevant behavioural or medical information.

Completing the client registration form does not automatically guarantee acceptance onto a particular service. We may decline or change a service if we believe it is unsuitable or unsafe.

4. Pack walks

Pack walks are offered for dogs we believe are suitable for group walking.

Dogs may be walked alongside other dogs and may interact with them during the walk. Although we take reasonable steps to minimise risk, dog-to-dog interaction carries an inherent risk of injury or unwanted behaviour.

The number of dogs in a pack will not exceed the maximum we consider safe and appropriate for the circumstances, and never more than 6.

We may move a dog from pack walking to solo walking, temporarily or permanently, if we believe that is in the dog's best interests or necessary for the safety of the dog, other dogs, members of the public or our team.

5. Solo walks

Solo walks are provided on an individual basis.

A solo walk does not necessarily mean the dog will never encounter another dog, person, animal or member of the public while out walking. Our walkers take reasonable care to manage the environment and minimise avoidable risks.

6. Off-lead walking

Dogs will only be allowed off lead where the owner has given explicit permission.

Off-lead permission does not mean a dog will automatically be walked off lead on every occasion. The walker uses their professional judgement and considers:

• Recall
• Location
• Weather
• Livestock
• Other dogs
• Members of the public
• Traffic
• Wildlife
• Ground conditions
• The dog's behaviour on the day
• Any other relevant safety consideration

We may keep a dog on lead even where off-lead permission has been given. Clients acknowledge that off-lead walking carries additional risks, including the possibility of a dog becoming lost, injured or involved in an incident.

7. Leads, harnesses, collars and equipment

Clients are responsible for providing suitable collars, harnesses and any other equipment their dog's walk requires, unless we have agreed otherwise. Equipment must be correctly fitted and maintained.

If a walker considers equipment unsafe or unsuitable, they may refuse to use it and will contact the client to arrange an alternative. We may use our own equipment where appropriate.

8. Collection and return

We collect and return dogs to the agreed address and location. Clients are responsible for making sure the agreed access arrangements are available and accurate.

If a walker cannot get access to the property, the walk may be shortened, cancelled or rearranged. Where a dog is not available at the agreed collection time, the walker may leave and the walk may be charged. Where possible we will try to contact the client before leaving.

9. Keys and property access

Where keys, key-safe codes or other access arrangements are provided, they are treated as confidential and used only to provide the agreed service. Keys are stored securely and are not labelled with your name or address, and we return them at the end of our arrangement or sooner on request.

Please tell us immediately if:

• A key is lost or replaced.
• A key-safe code changes.
• Access arrangements change.
• Security systems or alarms are introduced.
• Anyone else has access to the property who may affect collection or return.

We take reasonable care when accessing clients' properties.

10. Transportation

Dogs may be transported in a vehicle as part of the walking service, using appropriate safety measures.

Clients must tell us if their dog:

• Suffers from travel sickness.
• Becomes distressed when travelling.
• Attempts to escape from vehicles.
• Displays aggression or anxiety while travelling.
• Has any other transport-related issue.

Dogs must not be collected if they are showing symptoms of a contagious illness.

11. Health, illness and injury

Clients must not send their dog for a walk if they believe the dog has a contagious illness or is otherwise unfit to exercise. That includes:

• Vomiting
• Diarrhoea
• Contagious respiratory illness
• Unexplained lethargy
• Certain infectious conditions
• Recent illness where exercise has been restricted
• Any condition where exercise could reasonably be harmful

If a dog becomes unwell or injured while in our care, we will assess the situation and take reasonable steps to protect the dog's welfare. Where appropriate we will contact the client's emergency contact or veterinary practice.

12. Veterinary treatment and emergencies

In an emergency, the safety and welfare of the dog is our priority.

If we believe veterinary attention is reasonably necessary and the owner cannot be contacted, the client authorises The Crate Escape or its appointed walker to seek veterinary treatment. The client is responsible for veterinary fees and any other costs incurred on behalf of their dog.

We will make reasonable attempts to contact the owner or emergency contact as soon as practical.

13. Medication

Medication will only be given where this has been specifically agreed in advance. Clients must provide clear written instructions, and medication must be supplied safely and in its original packaging where possible.

We may decline to administer medication where we believe it is outside the agreed service or our staff's competence.

14. Behaviour and safety

Clients must disclose any known behavioural concerns. That includes aggression, biting, guarding, reactivity, chasing, escaping, fear responses and any behaviour that could put another dog, person or animal at risk.

If a dog's behaviour changes or becomes unsafe, we may:

• Stop the walk.
• Return the dog home.
• Change the dog to solo walking.
• Suspend the service.
• Require a further assessment before walking continues.
• Terminate the service where necessary.

We will always aim to act in the best interests of the dog and the safety of everyone involved.

15. Dogs at home

Dogs must be safely contained at the agreed collection and return address, and clients must make sure gates, doors and other access points are secure.

We cannot accept responsibility for a dog escaping because of defective, unsecured or unsuitable client-provided fencing, gates, doors, crates or other containment.

16. Weather

Dogs will continue to be walked in a range of weather conditions where we consider it safe and appropriate. Walks may be shortened, modified, postponed or cancelled in extreme conditions, including:

• Extreme heat
• Severe storms
• Ice
• Dangerous conditions
• Flooding
• Extreme cold
• Any other circumstances where walking would present an unreasonable risk

The welfare of the dog always takes priority over completing the planned duration of a walk.

17. Walk duration

Pack walks are approximately one hour of walking time. Solo walks are either 30 minutes or one hour, as booked. Collection, loading, transport, unloading and return are separate from the dog's walking time.

The exact duration may occasionally vary because of circumstances outside our reasonable control, including traffic, weather, emergencies, incidents or the individual needs of the dogs.

18. Punctuality

We make reasonable efforts to collect dogs within the agreed collection window.

Because of the nature of dog walking, occasional delays happen: traffic, previous dogs, emergencies, weather or other unforeseen circumstances. We work with animals and cannot always run to an exact minute, and we appreciate our clients' understanding.

19. Bookings

Bookings are subject to availability. Regular walking arrangements may be agreed between the client and The Crate Escape, and clients should give as much notice as reasonably possible for additional or one-off walks.

A booking is confirmed once agreed by The Crate Escape. Where you are an existing client booking through your own account on this website, the booking is confirmed the moment you make it. Requests made through this website's public forms are enquiries, not confirmed bookings.

20. Cancellations

Our cancellation policy applies to all confirmed bookings.

Cancellation notice required: 24 hours. Please give us at least 24 hours' notice to cancel or change a booking.

Where that notice is not given, the walk is still charged, as the slot is too late to offer to anyone else. It appears on your weekly summary as a late cancellation, so you can always see what you are being charged for.

We understand that emergencies and unforeseen circumstances happen, and we will consider those individually.

21. Payment

Payment terms: weekly, in arrears. At the end of each week we send you a summary of the walks and grooms carried out and a payment link for the total. Payment is due on receipt unless we agree otherwise in writing.

Walking prices are exact. A midday pack walk is £15 an hour; a solo walk is £10 for 30 minutes or £20 for 1 hour.

We may suspend future services where invoices remain unpaid. Prices may be reviewed and changed from time to time, and clients will be given reasonable notice of any price change.

22. Walks missed or cancelled by us

If we have to cancel a walk because of illness, emergency, severe weather, vehicle problems or other circumstances outside our reasonable control, we will make reasonable efforts to give notice as soon as possible. Where appropriate we will offer an alternative walk or rearrange the booking.

23. Client responsibilities

Clients agree to:

• Provide accurate information.
• Keep their dog's vaccinations and preventative healthcare up to date as appropriate.
• Inform us of changes to their dog's health or behaviour.
• Provide suitable equipment.
• Ensure safe access to the property.
• Provide emergency contact details.
• Provide veterinary details.
• Make payments when due.
• Follow the agreed cancellation policy.
• Inform us of any circumstances that could affect the safety of the dog or our team.

24. Our responsibilities

The Crate Escape will:

• Take reasonable care of dogs while they are in our care.
• Treat dogs with kindness, patience and respect.
• Use reasonable measures to minimise foreseeable risks.
• Follow the information provided by the owner where reasonably practicable.
• Contact the owner or emergency contact where appropriate.
• Seek veterinary attention where reasonably necessary in an emergency.
• Keep client and dog information appropriately protected.

25. Risk and liability

Dog walking involves inherent risks, including interaction with other dogs, animals, people, traffic, environmental hazards and unpredictable behaviour.

We take reasonable care to reduce foreseeable risks but cannot guarantee that an accident, injury, illness, escape or other incident will never occur.

Nothing in these terms excludes or limits liability where doing so would be unlawful.

Clients remain responsible for costs arising from information that was not disclosed to us, or from circumstances outside our reasonable control.

26. Incidents and emergencies

If an incident occurs involving a dog in our care, we will take reasonable steps to keep everyone safe. That may include:

• Separating dogs.
• Securing a dog.
• Ending the walk.
• Returning a dog home.
• Contacting the owner.
• Contacting an emergency contact.
• Seeking veterinary assistance.
• Reporting an incident where appropriate.

The client agrees to co-operate with any reasonable investigation following an incident.

27. Photographs and social media

We may occasionally take photographs or videos of dogs during walks, for business and social media purposes.

The registration form asks whether you agree to that, and we will not use a photograph or video of your dog publicly unless you have said yes. The question is optional and your answer makes no difference to your booking.

This is separate from the photographs a walker may send you after a walk, which are private to your account and are not affected by that answer.

You can change your mind at any time by contacting us on info@thecrateescape.biz, and we will take them down.

28. Data protection

We collect and use the personal information clients give us in order to provide and administer our services. That may include:

• Client contact details.
• Address and access information.
• Dog information.
• Veterinary information.
• Emergency contact details.
• Booking and payment information.

Information is only shared with members of our team, or with appropriate third parties where reasonably necessary to provide the service, deal with an emergency, or where legally required.

Client information is handled in accordance with applicable UK data protection legislation. Our privacy notice sets out what we hold and how long we keep it.

29. Our team

We may use trained members of our team, or other appropriately appointed individuals, to provide services. Your dog may therefore be cared for or walked by a member of The Crate Escape team rather than the business owner personally.

All team members are expected to follow the relevant procedures and standards of The Crate Escape.

30. Right to refuse or terminate a service

We may refuse, suspend or terminate a service where:

• A dog presents an unacceptable safety risk.
• Information has been withheld or provided inaccurately.
• A dog's behaviour changes significantly.
• Payment remains outstanding.
• The service is no longer suitable for the dog.
• The client repeatedly breaches these terms.
• Continuing the service could reasonably put a dog, person, animal or member of staff at risk.

Where possible, we will discuss our concerns with the client before terminating an ongoing service.

31. Changes to these terms

We may update these terms from time to time to reflect changes to our services, business operations or legal requirements.

Where a significant change affects existing clients, we will give reasonable notice.

32. Agreement and client consent

When you complete the registration form in your account, you sign a declaration. By signing it you confirm that:

• You have read and understood these terms.
• You agree to The Crate Escape providing dog walking services to your dog in accordance with them.
• The information you have given about your dog is accurate and complete.
• You have disclosed any known medical, behavioural or safety concerns.
• You understand that dog walking carries inherent risks.
• You give permission for us to seek veterinary attention for your dog in an emergency if you cannot be contacted, and you accept responsibility for veterinary costs and other reasonable expenses incurred on your dog's behalf.
• You understand we may alter or stop a service if it is considered unsafe or unsuitable.
• You agree to comply with the booking, cancellation and payment arrangements set out above.

The registration form asks the off-lead and veterinary questions separately, and your answers there are what we act on.

Grooming and puppy pop-ins

The clauses above are our dog walking terms. These additional terms apply to the other services we offer.

Grooming is priced for each dog individually. Your dog's price depends on their coat type and condition, size, behaviour and grooming history, and is agreed with you at a free consultation before any work starts.

Matted coats can hide skin problems and cannot always be brushed out without causing pain. Where that is the case we will clip the coat shorter, and we will discuss it with you first wherever possible.

Puppy pop-in visits are £10 for 30 minutes or £20 for 1 hour. The booking, cancellation and payment terms above apply to them in the same way.

Contact

Questions about these terms: info@thecrateescape.biz or 07495 295621.