Effective Date: 17/12/25
At Strawberry Paws, we strive to provide reliable care for your pets. This policy outlines the terms governing cancellations, refunds, and schedule changes for all dog-walking and pet-sitting services. By booking any service, you agree to the terms set forth below.
1. Payment Terms
- All services must be paid in full at the time of booking.
- A booking is not confirmed until full payment has been received.
2. If the Client Cancels
Payments are only refundable to the Client under the following conditions:
- Notice Period: The cancellation must be made a minimum of two (2) weeks prior to the scheduled service start date.
- Valid Reason: You must provide a clear and legitimate reason, such as serious illness, injury, bereavement, or emergency medical circumstances. Discretionary changes of plans do not qualify for a refund.
- Late Requests: Requests made less than two weeks before the start date are not eligible for a refund.
- Documentation: Strawberry Paws reserves the right to request supporting documentation (such as a medical note) for emergency cancellations.
3. If Strawberry Paws Cancels
While we always aim to fulfil every booking, there may be rare occasions where we must cancel due to unforeseen circumstances (e.g., provider illness, injury, or emergency). In these instances:
- Notification: We will contact you as soon as possible via your provided contact details.
- Resolution: You will be offered your choice of a full refund for the affected session(s) or a service credit to be used for a future booking.
4. Pet Behaviour and Safety
The safety of our staff, the public, and other animals is our priority.
- Disclosure: Clients must disclose any history of aggression or reactivity during the initial enquiry.
- Right to Terminate: If a pet displays aggressive or unmanageable behaviour that poses a risk to safety, Strawberry Paws reserves the right to terminate the service immediately.
- Refunds for Safety Termination: In the event of service termination due to aggressive or dangerous behaviour, no refund will be issued for the remaining duration of that specific session or any other sessions booked within the following 48 hours.
5. How to Cancel
To initiate a cancellation or rescheduling request, please contact us immediately via the following methods:
- Phone: 07503 177 727
- Email: strawb3rryyy.paws@gmail.com
- Processing: Approved refunds will be processed back to the original payment method within 5–10 working days.
6. Rescheduling & No-Shows
- Rescheduling: Requests to change a date or time must be made at least 48 hours prior to the service and are subject to availability. Requests with less than 48 hours’ notice will be forfeited.
- No-Shows: If the Client fails to be present or fails to provide entry to the property/pet at the scheduled time, the session is non-refundable.
7. Extreme Weather
For the safety of your pets, during extreme weather (such as Red/Amber heat alerts or severe storms), we reserve the right to shorten walks or replace them with home-based enrichment and garden let-outs. These adjustments are made for animal welfare and are not eligible for a refund.