1.1 CCC will not confirm any booking until an Introductory Home Visit has been carried out with the customer and dog(s), and the contract, with full details of any additional requirements, has been signed by the customer.

1.2 All bookings will be confirmed by email and/or text.

1.3 All bookings will be arranged and stored in an Online Booking System.

2.1 An initial Introductory Home Visit is essential before any booking being confirmed. CCC will arrange a visit at the customer’s premises where the dog(s) is normally cared for with the dog(s) and the customer in attendance. This will allow for a careful assessment to be undertaken to gauge whether CCC is suitable for the dog(s). It will also ensure the customer is happy to proceed with the CCC service, as well as enable an introduction between CCC and the dog(s). If the customer does not feel happy to proceed with the service after the initial Introductory Home Visit, they must inform CCC prior to any booking being made. If the customer wishes to cancel the agreement after the booking has been made, please refer to the Cancellation Policy for the cancellation process.

2.2 The stages of the Introductory Home Visit will include but not be limited to:

Meet and Greet

Explanation of services and procedures

Dog(s) personality check

Completion of paperwork

Signatures and declarations

3.1.1 CCC agree to collect your dog(s), exercise your dog(s), and return your dog(s) in line with the terms and conditions set out in this contract.

3.1.2 CCC will confirm the start and finish times of sessions prior to any booking being finalised. Generally, each session will be approximately 60 minutes long unless otherwise stated.

3.2 In using CCC services the client understands and agrees to the following terms and conditions:

3.3.1 I/we authorise CCC to make contact with any/all named people in Section C who I/we can confirm are capable of making a decision relating to my dog(s) in an emergency, and/or the nominated Vet listed in Section D, and for decisions to be taken which are in the best interest of my dog(s) if I/we are not contactable whilst the dog(s) is in the care of CCC.

3.3.2 I/we agree to update these details with CCC in writing if there are any changes to this information throughout the time I/we utilise CCC services.

3.3.3 If no contact can be made in case of emergency, CCC will consult with a registered vet and take the best course of action for the dog(s).

3.3.4 I/we agree for CCC to store the contact details of all listed in Section C, access arrangements, and if agreed, for CCC to be a key holder for my property.

3.3.5 I/we understand that my personal data is stored for exclusive use by CCC and will not be provided to any third party.

3.3.6 I/we agree for CCC to keep a record of my dog(s) attendance, behaviour and any other useful information.

3.3.7 I/we agree to receive information and updates from CCC regarding my dog(s) and to respond responsibly. I/we understand that failure to do so may affect the ability of my dog(s) to attend further sessions.

3.4.1 I/we agree that my dog(s) will undergo a trial period to ensure that they are adequately trained and socialised. If at any point during the trial period my dog(s) behaves in a way where they cannot continue on group walks by jeopardising the safety of other dogs/people in attendance, I/we agree for my dog(s) to be kept away from the group for the remainder of the session and accept that this contract may be cancelled.

3.5 I/we agree to not to feed my dog(s) less than an hour before the pre-arranged CCC collection window to minimise the risk of bloat or travel sickness.

3.6 I/we can confirm that I/we hold adequate pet insurance for my dog(s). CCC reserves the right to refuse a booking for any dog(s) which is not insured.

3.7.1I/we agree to provide all items necessary for my dog(s) to be adequately cared for in my absence. (i.e., food, medication, leads, tags, collars).

3.7.2 I/we agree that CCC may purchase any additional supplies if deemed necessary by CCC for use whilst in the care of CCC, and understand that these items will be added to my bill which I/we agree to pay.

3.7.3 I/we agree to reimburse CCC for any additional fees for providing emergency care, as well as any expenses incurred for unexpected visits, transportation, housing, food, or supplies.

3.8.1 CCC will make every effort to ensure your dog(s) is well looked after in your absence however, CCC accepts no liability for the death of, or injury to, any person/dog either inside or outside of the home whilst in our care, or for any damage to any property.

3.8.2 CCC also accepts no liability for any loss, injury, death, disappearance, fines, claims, actions, damages, third party claims, costs/expenses or other liability incurred.

3.8.3 CCC will not be held liable for any dog escaping whilst in their care.

3.8.4 CCC will not be held responsible for any damage incurred by my dog(s) escaping because of a faulty lead/collar or a collar that is not properly fitting.

3.9.1 I/we understand that this agreement is valid for all future visits until a new agreement is signed.

3.9.2 CCC reserves the right to refuse any service at any given time and reserves the right to terminate this agreement at any given time, at its sole discretion.

3.9.3 CCC agrees to provide the services stated in this agreement in a reliable, compassionate and trustworthy manner.

3.9.4 In consideration of these services and as an express condition thereof, I/we (the customer) expressly waives and relinquishes any and all claims against CCC, its employees/volunteers or assignees, except those arising from the negligence of the individual employee/volunteer or assignee.

3.10 I/we understand that any additional mileage charges are listed on the CCC website, and the rate stated will always be the current rate.

3.11 CCC may offer certificates for the dog(s) who reach certain milestones throughout their time at CCC.

3.12 CCC agrees to love and care for your dog(s) in your absence.

4.1 I/we understand that services will only be undertaken by a CCC employee/volunteer, unless otherwise pre-arranged. I/we give my consent for the owner of CCC, Matthew Disney, to enter my premises by the agreed Access Arrangements details in this section.

4.2.1 I/we agree to provide keys or arrange for keys to be available for CCC at the pre-arranged time of collection/return of my dog(s).

4.2.2 I/we agree to leave spare keys with my pre-agreed nominated Approved and/or Emergency Contact listed in Section C, in a lockbox at my premises with the code provided to CCC in advance of the pre-arranged collection time, or for CCC to be a permanent Key Holder.

4.2.3 In the rare circumstances where it may be necessary for keys to be picked up or dropped off in order to collect/return my dog(s) I/we understand that charges will be applied for each trip and I/we agree to pay the amount added to my bill for this service.

4.2.4 I/we agree for my premises alarm code to be used by CCC.

4.3 I/we understand that failure to provide access for CCC for the collection/return of my dog(s) for a pre-arranged service will lead to cancellation for that day’s service and that I/we will be liable for full payment which I/we agree to pay.

4.4 I/we agree to inform my neighbours that CCC has been instructed to enter my premises to save any causes for concern in my absence.

4.5 CCC has my permission as the homeowner/tenant/occupier to record to body/action cameras, video cameras and mobile phones whilst they are collecting/returning my dog(s).

4.6 I/we agree that windows will be kept unlocked on the days where CCC will be entering my premises, or that window keys will be available and visible in the window locking mechanism, for use in the rare case that an emergency exit route from my premises may be needed.

4.7.1 CCC will make adequate steps to ensure your premises is safe and secure in your absence however, CCC accepts no responsibility or liability for any burglaries, damage, fire, theft or other accidents caused by your dog(s) and/or others in your absence. If any loss or accidental damage occurs when CCC is present at your premises, you will be notified.

4.7.2 CCC accepts no responsibility to provide compensation for any loss or accidental damage to your premises and/or their contents.

4.7.3 CCC accepts no responsibility for security of the premises or loss if other individuals have access to the home during the term of this agreement.

4.8 CCC agrees to always hold a valid DBS Certificate in the name of the person, employee/volunteer accessing your home and agrees to inform customers of any circumstantial changes which may in any way affect the way the business is viewed.

5.1 I/we give my consent for my dog(s) to be walked off-lead with other dogs.

5.2 I/we understand that my dog(s) may be exercised on a lead if deemed necessary by CCC employees/volunteers, even if prior agreement has been reached with CCC for my dog(s) to be walked off-lead.

6.1 Any formal complaints must be lodged in writing by email to CCC. CCC promise to investigate and respond to any formal complaints by letter or email within 2 weeks from the date of receipt of the formal complaint. Contact details are as follows for any formal complaints:

Email Address info@caninecommandoclub.com

7.1 I/we agree to inform CCC of any behavioural problems my dog(s) has at the time of booking, and I/we agree to update CCC of any changes in my dog’s behaviour prior to any forthcoming session. I/we understand that failure to do so may result in additional charges or cancellation of any future contract.

7.2 CCC will not be held responsible for any damage that your dog(s) may cause to any property, person or another dog(s) including vet fees and third party claims.

7.3 If you express concerns about CCC recalling your dog(s), CCC advise that your dog(s) may be placed on a long line for the duration of the session to prevent any delays in getting your dog(s) back into the van at the end of the session.

7.4.1 I/we understand that CCC reserves the right to cancel this contract at any time and with immediate effect if my dog(s) show aggression or do not respond well to CCC employees/volunteers and/or other dogs.

7.4.2 I/we understand that I/we will be liable to pay for the session in full and any further payments in line with the Cancellation Policy if CCC cancels the session or this contract due to my dog(s) showing any aggression to CCC employees/volunteers and/or other dogs.

7.5 I/we understand that CCC may on occasion need to discipline my dog(s) and I/we give my permission for them to do so as they see fit, taking into account where possible any specific disciplinary parameters set out in Section E.

7.6.1 I/we understand that if my dog(s) show aggression or intend harm to another dog(s) or human, they will be isolated from the group and assessed.

7.6.2 If the dog(s) is deemed able to return to the group, precautions may be taken to allow CCC more control over the dog(s). This could be in the form of a standard lead or a slip-lead.

7.6.3 If the dog(s) is deemed unable to return to the group, they will be isolated in a crate, holding pen or in the van until the end of the session, and returned to their drop-off point at the same time as the other dogs.

7.6.4 I/we understand that if the situation described in 7.6.3 arises, I/we will be liable to pay for the session in full and no refunds or credit notes will be given.

7.6.5 If the dog(s) is deemed unable to return to future sessions, CCC reserves the right to cancel this contract with immediate effect.

8.1.1 Any photographs taken while your dog(s) is being walked will be available on our Facebook page and website.

8.1.2 In using CCC I/we give them permission to use any photos or videos of my dog(s) taken by CCC on their website or social media platforms, other advertising/marketing platforms, and in printed material. I/we understand that I/we can view this digital material and utilise it for personal use only. I/we understand that CCC will never sell copies/grant copyright to 3rd parties without my consent.

8.1.3 CCC will ensure that they do not show your premises’ details and will not post photos on the same day (prior to 5 pm) that your dog(s) is attending CCC to avoid highlighting that you are absent from the premises.

8.1.4 I/we authorise CCC to use the name of my dog(s) alone or alongside any publication or image.

8.1.5 Please inform CCC in writing if you would prefer no photos of your dog(s) to be used online.

9.1.1 I/we understand that I/we must notify CCC at least 48 hours ahead of the start time of a pre-arranged session if I/we wish to cancel, or if I/we have any concerns or complaints.

9.1.2 I/we understand that failure to do so will result in me (the customer) being liable for the full payment amount.

9.1.3 If CCC has a waiting list, they will endeavour to fill the vacant space left by the cancellation and if this is possible CCC will provide a credit note on your account for the cancelled session.

9.1.4 If CCC cannot fill the vacant space, and the cancellation is within 48 hours of the start time of the session that you wish to cancel then full payment will still be due. Extenuating circumstances will be dealt with in a case-by-case situation.

9.1.5 I/we understand that if I/we have pre-arranged a session and have not cancelled the booking with CCC in line with the Cancellation Policy, and my dog(s) is not at the collection point when CCC arrives to collect the dog(s) at the pre-agreed time, then the full rate for the session will still be charged.

9.2.1 If CCC cancels the session within 24 hours of the planned start time, CCC will provide help to customers in assisting with other dog walking arrangements for that day, usually by recommendation of another local dog walker.

9.2.2 A credit note will be made for the cancelled session if CCC cancels the session within 24 hours of the planned start time.

9.3 I/we understand that payments are non-refundable unless approved by CCC, but may be transferred to an alternative service with a minimum of 48 hours' notice.

9.4 If CCC has to terminate this agreement part way through a bundle period, and a refund is granted, then the refund will be a pro-rata amount equivalent to the number of sessions outstanding.

9.5 I/we understand that any mid-bundle cancellations require 2 weeks’ notice in writing to CCC.

10.1.1 The safety of the dog(s) will always be paramount in regard to adverse weather.

10.1.2 CCC will make every effort to continue normal service and pre-booked sessions in adverse weather conditions.

10.1.3 CCC will apply personal judgment and cut short or cancel any pre-arranged session if necessary due to extreme weather conditions (sun, heat, hail, ice, thunderstorms, wind) for the safety of the dog(s).

10.1.4 CCC will notify you if for any reason we are unable to reach your dog(s).

10.2.1 I/we understand that in the case of extreme weather conditions, upon my approval, my dog(s) will be visited by CCC and given time outside to relieve themselves in place of the pre-arranged session. I/we understand that service will be time-restricted and up to a maximum of 10 minutes per premises.

10.2.2 I/we understand that the visit will be billed as a full session if I/we opt-in to this alternative service.

10.3 CCC will ensure the dog(s) water bowl contains water if instructed to visit the premises in line with 10.2.1 as long as a water bowl is obviously present. CCC cannot be held responsible if the dog(s) tips over the water bowl after CCC leaves the premises, or for any other reason where the dog(s) ends up with no water in CCC’s absence.

11.1.1 Discounted 4-week bundles must be paid for in advance of the first session. If for any reason this isn’t possible, please contact me to discuss.

11.1.2 Daily sessions must be paid for at the time of booking, or cash left for collection with the dog(s) on the day, prior to picking up.

11.1.3 If the agreed payment method is cash, and it is not left with the dog(s) prior to pick up on the day, the dog(s) will not be collected. This isn’t something I/we ever want to enforce as it is unfair to the dog(s) if the owner forgets payment, therefore one occurrence will be offered a grace period of 24 hours to pay with a payment reminder issued at the time of pick up.

11.2.1 Online payment is the preferred method of payment.

11.2.2 If paying by Bank Transfer, please use the account details below and put your FULL NAME as reference:

Account Number:

Sort Code:

Name of Bank:

Name of Account Holder:

11.3.1 Current pricing will always be listed on the Website and on Social Media, as well as on frequent bills, invoices and receipts.

11.3.2 CCC reserves the right to increase the price of their services with a reasonable notice period, and for any discounts to be removed or introduced with a reasonable notice period at their sole discretion.

12.1 I/we can confirm that my dog(s) is in good health, and I/we agree to ensure that my dog(s) is up to date on all vaccinations (including kennel cough, parvovirus, canine distemper, infectious canine hepatitis (adenovirus) and leptospirosis) as well as regular worming and a flea treatment.

12.2.1 I/we agree to ensure that my dog(s) is up to date with preventative treatments for vaccination and internal and external parasites.

12.2.2 I/we accept that if there is evidence of external parasites, my dog(s) may be treated under the advice of a veterinary surgeon for parasites.

12.3.1 I/we agree to CCC inspecting my dog(s) for fleas prior to collection, and that if evidence of fleas is discovered, I/we understand that my dog(s) will not be allowed to attend CCC and the booked session will be terminated.

12.3.2 CCC will notify the customer if the dog(s) cannot attend CCC that day due to the outcome of a flea inspection.

12.3.3 I/we understand that full payment will be due if my dog(s) cannot attend a session due to the presence of fleas, and confirm I/we will pay for any sessions booked which will need to be cancelled in line with the Cancellation policy (for any sessions booked for commencement in the following 24 hours) from the time of the flea discovery.

12.4 I/we agree to provide a copy of an up-to-date Veterinary Vaccination record to CCC upon request, and that the vaccinations listed state a valid until date.

12.5 Primary Vaccination courses must be completed at least 2 weeks before a dog(s) can attend CCC.

12.6 Certification from a veterinary surgeon of a recent protective titre test may be accepted in individual cases as evidence of protection against adenovirus, distemper and parvovirus. The certificate must state that it is valid for the period of attendance with CCC. It is the decision of the CCC whether to accept such a certificate.

13.1 I/we agree to ensure my dog(s) is regularly groomed, bathed and is of good hygiene.

13.2 I/we understand that I/we must seek the advice of a vet prior to my dog(s) attending CCC if I/we are concerned about my dog(s) having any underlying medical issues.

13.3.1 I/we understand that my dog(s) cannot attend a CCC pre-arranged session if they are unwell or if they have been in contact with another dog(s) that has an infectious disease.

13.3.2 CCC require a minimum of 24 hours of clearance after any illness before the dog(s) can return to a session. Please respect that other dogs attending CCC may be young/old and vulnerable or have compromised immune systems.

13.3.3 I/we agree to disclose any illness or ailment my dog(s) has to CCC prior to a pre-arranged collection time.

13.4 CCC accepts no responsibility or liability if your dog(s) contracts any illness at any time.

13.5.1 I/we understand that I/we are liable for the full cost of any treatment for injuries or illness and any associated veterinary bills, no matter how they are incurred, whilst my dog(s) is in the care of CCC.

13.5.2 I/we authorise CCC to seek veterinary advice/treatment as they deem necessary with any registered vet.

13.6.1 I/we understand that I/we will be responsible for any medical expenses and damages resulting from an injury to a CCC employee/volunteer or other persons, by my dog(s).

13.6.2 I/we agree to indemnify and hold harmless CCC in the event of a claim by any person injured by my dog(s).

13.7 I/we understand that bitches in season cannot attend a CCC session.

14.1.1 I/we agree to leave adequate dog towel(s) by the access door for CCC to use to towel down my dog(s) post-walk.

14.1.2 I/we agree that if no towel is left, CCC will use their judgement as to whether to apply a towel hire fee or to leave the dog(s) un-towelled.

14.1.3 I/we understand that this decision will be based on the initiative of the CCC employee/volunteer.

14.1.4 I/we agree that CCC cannot be held liable for any mess/damage caused to the property in either case.

14.2 I/we accept that CCC will dispose of my dog(s) bagged waste either in our outside bin or alternatively in a pre-agreed location on our property.

15.1 A detailed Risk Assessment is available upon request. Please make your enquiry via email to info@caninecommandoclub.com

16.1.1 It is a legal requirement that all dogs must wear a secure collar or harness, with an ID tag.

16.1.2 CCC requires this tag to include the dog’s name, owner’s name and address, and owner’s contact details. If any of these details are missing from your dog’s ID tag, CCC identity tags will be put on the dog(s) for the period of its time with CCC.

16.2.1 It is a legal requirement that all dogs are microchipped.

16.2.2 I/we can confirm that my dog’s microchip details are up to date and that I/we will always ensure I/we update these details in the event of any changes.

16.3.1 CCC may use an additional harness, collar, muzzle, name tag, lead, long-lead or slip-lead if a situation arises with any dog that is in the care of CCC.

16.3.2 CCC will have their own adequate provisions for these items in case of emergency however if you wish to provide any or all of these items for your dog(s) then please ensure they are labelled appropriately so as not be become lost.

16.3.3 CCC cannot accept any responsibility for the loss of or damage to any of these items.