Effective Date: 17/12/25
At Strawberry Paws, I pride myself on being reliable and consistent. However, I recognise that unforeseen emergencies—such as a sudden illness, family emergency, or vehicle breakdown—can occur. This policy outlines how I ensure your pet’s care is maintained during such events.
1. Emergency Assistance
- Trusted Support: In the event of an absolute emergency where I am unable to complete a scheduled walk or visit, I may call upon a trusted and vetted family member or a fellow insured professional dog walker to assist.
- Purpose of Assistance: Their role will be limited to ensuring the safety and welfare of your pet, which may include returning a dog home safely, providing a garden let-out, or completing a scheduled feeding visit.
2. Notification to Clients
- Immediate Communication: I will make every effort to notify you via phone or WhatsApp as soon as an emergency arises.
- Prior Authorisation: By agreeing to our terms, you authorise a trusted emergency contact to act on my behalf to ensure your pet is not left unattended or at risk.
3. Security and Access
- Key Handling: My emergency contact will only be granted access to your property keys if it is essential for the immediate welfare of your pet. They will be bound by the same confidentiality and security standards outlined in my Key Holding & Security Policy.
4. Service Suspension
- If an emergency is ongoing (e.g., I am unwell for several days), I will notify you as early as possible so that you can make alternative arrangements.
- Any pre-paid sessions that I am unable to fulfill or cover will be fully refunded or credited to your account, as per our Refund and Cancellation Policy.
5. Limitation of Liability
- While I take every precaution to ensure that any person assisting me in an emergency is competent and responsible, Strawberry Paws shall not be held liable for any incidents that occur during these exceptional circumstances, provided I have acted in the best interest of the pet’s immediate safety.