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FREQUENTLY ASKED QUESTIONS
Everything You Need to Know
ARE YOU INSURED?
Yes, we are fully insured with Petplan Sanctuary.
WHAT HAPPENS IN AN EMERGENCY?
In the unlikely event of an emergency, we will immediately call and notify you. If veterinary assistance is required, we will take your pet to your named vets, or depending on the circumstances, the nearest one.
WHAT IF I NEED TO CANCEL?
Please allow 48 hours for cancellation or you will be charged the full price of your visit.
WHAT SECURITY MEASURES DO YOU HAVE?
We are fully insured. Your key will be kept secure and away from personal information. In the event of your key being lost/stolen, we will notify you immediately. Your personal information will never be shared or sold to third parties, in accordance with the Data Protection Act.
WHAT HAPPENS IN BAD WEATHER?
We get wet! Please leave towels near the door so we can dry your dog as much as possible and save your floors! In extreme weather conditions (heavy snow/lightning storm etc) we will contact you to arrange a drop-in instead of a walk. Please see our Hot Weather Policy for summertime.
DO I NEED TO BE HOME WHEN YOU PICK UP/DROP OFF MY DOG?
No. Most clients are comfortable sharing a set of keys with us to enable us to collect and drop off your dog even if you are not home.
HOW DO I PAY FOR YOUR SERVICES?
We invoice at the end of each week. Your invoice will contain all the necessary information you need.
DO YOUR SERVICES CATER FOR ALL DOG BREEDS?
We take each dog on its own merit and not on the reputation of particular breeds. We meet all dogs before we take them on. Any instances of aggressive behaviour will be investigated and we reserve the right to refuse to walk any dog.
MY BITCH IS IN SEASON, CAN SHE STILL BE WALKED?
Unfortunately not. For her own safety and the safety of others, if a bitch is in season, drop-in visits will replace any scheduled walks.
WHAT IF MY DOG DOESN'T GET ON WITH OTHERS?
We conduct a safe introduction prior to any group walks and dogs are matched on personality, physical excerice and mental stimulation levels. If there are issues beyond resolution, we will unfortunately have to cease walks and if required, help you find a solo walker or trainer.
WHAT AREA DO YOU COVER?
We are based in South Petherwin and cover the surrounding areas, up to five miles. For every mile after, there is a £1 per mile fee.