Stowmarket Dog Groomers|Terms and Conditions

Terms and Conditions

MEMBERS ACCESS

Exclusive Members Pages can be accessed on this site offering online material and training support. This is free when you purchase a Dog Training Course or a One to One session and is available for 3 months after your course ends. All our material is for personal use only and is not to be amended, transferred, published or sold. Lorraine Baker at Mid Suffolk Dog Handlers holds the copyright for all the content that features on this website.

DOG TRAINING

You and your dog must be in good physical health to participate in Dog Training sessions.
If your dog’s behaviour is a concern, one to one sessions may be recommended. Please contact the trainer prior to booking a course.
Handlers must be 12 years and over. Young Handlers Club is a minimum age of 9. Children must be accompanied by an adult.
Dogs must remain on lead unless instructed otherwise by the trainer.
Please exercise your dog for 10 minutes prior to beginning each session. This allows for toileting out of the training ground. It will also help focus the dog’s attention during the session.
Please bring waste bags to clear your dogs mess from the field.
We train in all weathers with the exception of storm, snow, winds in excess of 50mph or heat exceeding 26 degrees C. This is for your dog safety and wellbeing. Please bring appropriate clothing and a waterproof coat. For your safety, no flip flops or high heeled shoes.
No vehicles are permitted on the field. Please park in the appropriate car parks.
Mid Suffolk Dog Handlers do not except financial responsibility for any injury sustained during the training session.
Please bring your normal dog leads and a selection of dog treats or if preferred a favourite toy.
Extendable Dog Leads are not advisable.
A water supply is not always available. Please bring a bottle of water for your dog.
Please note that the fees are non refundable once the course has begun.

GROOMING

If your dog has previously exhibited aggression whilst being handled please contact us before booking.
Please advise if your dog exhibits excessive fear or anxiety whilst being handled or during a groom process.
If your dog exhibits excessive fear or aggression during the grooming process, every effort will be made to calm your dog and manage the dogs behaviour whilst continuing the groom. However, we will operate in the dogs best interests at all times. If the groom cannot continue you will be contacted to collect your dog. You will be charged for the work and time carried out.
Dogs with flea infestations or parasites are not accepted on site. Please ensure your dogs treatment is complete before attending a groom session.
Fleas, Ticks and Parasites discovered during the groom will be treated where possible and a charge will apply.
Only one dog will be on site for grooming at any one time except for instances of multiple dogs from one household.
Some grooming processes can be lengthy. Our optimum time for grooming a dog is 1 and a half hours. Where grooms exceed this optimum time, a break will always be given.
Whilst we will not hold your dog all day, enough time is given with a collection time arranged for your dog.
Wherever possible your dog will wait for you in the indoor enclosure rather than a crate and will always be accompanied by a handler.
All appointments must be prepaid by Debit or Credit card.
New clients will be contacted after booking to gain the relevant health and behavioural history along with the core pet parent records that we require and dog vaccination information.
Existing clients will have the opportunity to update any details on arrival.
We will not be able to offer toilet or refreshment facilities.
Please park on our home drive.
Grooming cancellations must be carried out through email or telephone. Appointments that are cancelled at least 24 hours prior to the appointment will be refunded in full. Cancellations that occur within the final 24 hours of the appointment will be charged at £25.
Dogs arriving late may need to be re-booked. A cancellation fee will then apply of £25.
Late collections will incur at £10 fee.

PET SITTING / DOG WALKING

What you can expect from Mid Suffolk Dog Handlers.

When you book online, this booking is at the initial stage. A confirmation of booking email will be automatically sent. We will then follow up with a secured booking notification email that will confirm your Dog Walker / Sitter and clarify any arrangements with you.
If you are a new customer, an initial contract assessment appointment and Dog Walker / Sitter introduction will be required before the booking. You will be contacted to arrange this. A one-off charge of £15 will apply for this visit.
During any care period, your dog’s physical, mental and emotional wellbeing will be managed with the upmost care. Your dog’s behaviour will be monitored throughout and responded to accordingly.
Our conduct around dogs is based on respect, positive communication, patience and not control or punishment. We use positive and on occasion negative reinforcement only.
All staff are DBS checked with references obtained, interviewed including a practical session and are provided training online. If the DBS has not been received in time for the start of the contract, we will require you to sign a Preclearance DBS form for the Dog Walker / Sitter to begin work.
Our staff adhere to MSDH Lone Working Policy. If persons are expected in the property when the Dog Sitter / Walker arrives please advise in advance. Entrance to your property will not be given to persons unknown to the Dog Walker / Sitter.
The Dog Walker / Sitter will relay observations, concerns, incidents, issues, and customer questions to Lorraine at the end of the booking. Training, behaviour, and healthcare management guidance will only be given by Lorraine directly.
The role of the Dog Walker / Sitter is to ensure public and animal safety. All dogs must remain on lead or long line unless agreed with Lorraine. The Dog Walker / Dog Sitter will assess any situation and make the best decision at that time as per the training provided.
The Dog Sitter/ Dog Walker when visiting a customer’s home is expected to conduct themselves in the following manner:
- Ensure all personal rubbish is taken with them or bins are emptied before the pet parents return.
- The home is clean and tidy as when they arrived. All dog utensils are washed.
- Other household tasks that are outside of the contract will not be carried out.
- Dogs mess will be cleared before leaving the garden and house.
- No additional person will join the Dog Sitter / Walker at any point without the pre-approval of MSDH and the pet parent.
- The dogs will only be left alone for the agreed hours as per the dog sitting contract.
- No other person will substitute for the designated Dog Walker / Sitter unless they are employed and pre-arranged with MSDH.
- If dogs are transported in a vehicle they will not be left alone in the vehicle and will be suitably restrained at all times.
- Dogs will not be left outside of shops.
- The pet parent will only be contacted directly by the Dog Walker / Sitter with MSDH approval.
- Only the Pet parents or pre-approved equipment will be used with the dog.
- The customers home will be locked and secured as per the contract and instructions provided.
- Customers home property will not be accessed other than the times pre agreed and as per the contract. Keys will be kept securely and only in the ownership of the Dog Walker / Dog Sitter. Keys will not be copied without pre-approval of MSDH.
- Other household pets will be managed as per the contract.
- Medication will be administered as per the contract.
- Dog law will be adhered to.
Staff will remain confidential at all times and will not disclose the property address, customer, dog details, or experiences to anyone outside of MSDH.
All staff will be wearing a MSDH sign written top and will hold an ID badge.
Walking is conducted in all weathers with the exception of storm, snow, winds in excess of 50mph or excessive heat exceeding 26 degrees C. Bookings will be cancelled in this scenario or alternate arrangements will be made with you in advance.
Mid Suffolk Dog Handlers do not except financial responsibility for any injury sustained to your dog whilst walking or when pet sitting occurs.
Mid Suffolk Dog Handlers do not except financial responsibility for any damage to your property or equipment whilst walking or when pet sitting occurs.
Fleas, Ticks and Parasites discovered during the Dog Sitting will be treated where possible with your permission and a charge will apply.
Only one dog will be managed at any one time except for instances of multiple dogs from one household. Multiple Dog Walkers / Sitters may be arranged if the household consists of many animals.
Where the Pet Parent returns home more than 10 minutes late to handover with the Dog Walker / Sitter, the hourly rate will apply with a £10 surcharge. The emergency contact may be required to step in if the Dog Walker / Sitter cannot continue caring for your dog beyond the contracted time.
In the event of an emergency Mid Suffolk Dog Handlers retain the right to acquire the nearest emergency veterinary support. Every attempt will be made to contact the pet parent at the earliest opportunity.
Injuries sustained where emergency care is not required will be managed by the handler until contact can be made with the pet parent or the listed emergency contact.

What we need from you.

All bookings, payments and staff availability are processed on our customer booking system via our website www.midsuffolkdoghandlers.co.uk and payment is taken electronically. Bookings and or payments made outside of this process are not permitted and will not be considered a MSDH contract or be covered by our Insurance.
We require 1 weeks’ notice for cancellations. A full charge will apply to a cancellation within 24 hours. A 50% charge will apply to a cancellation within the 1 week’s minimum notice period.
Whilst we always place a backup staff member on the calendar to cover your booking, there may be circumstances which mean we must cancel the booking at short notice due to sickness, accident, or emergency. We require your alternative emergency contact in case of this situation if you are unavailable to care for your dog. We do not accept any financial loss or liability incurred by the pet parent or emergency contact in these situations.
Living with animals often results in a relaxed living environment. The Dog Sitters will only be expected to occupy a property that is of reasonable living conditions for health and safety purposes. This will be at MSDH discretion. MSDH reserves the right to cancel the booking at any point should the living conditions be unsatisfactory.
In the case of overnight stays, a bed is required for the Dog Sitter. They will bring their own bedding.
Please notify the handler if your female dog is in season or likely to be in season whilst in our care.
If your dog has previously exhibited aggression whilst being handled please contact us before booking.
Please advise if your dog exhibits excessive fear or anxiety whilst being handled or whilst out and about.
Once the booking and contract assessment has been completed, please advise us if there has been a change in your dog’s physical health or behaviour.
If your dog exhibits excessive fear or aggression during the booked time, every effort will be made to calm your dog and manage the dog’s behaviour whilst continuing the contract. However, we will operate in the dog’s best interests at all times. If the contract cannot continue you will be contacted to collect your dog. You will be charged for the work and time carried out.
Waste bags, treats and all dog equipment needs to be provided by the Pet Parent.
Please provide sufficient dog food and water for your dog.
Dogs with flea infestations or parasites are not accepted. Please ensure your dog’s treatment is complete before our Dog Walker / Sitter attends.
In the unfortunate event of any critical incident where the Pet Parent and Emergency Contact do not return to take over care of the Dog as per the agreed contract, it will be at MSDH discretion as to how best care for the dog on a temporary basis. Every effort will be made to find a suitable carer. The assistance of charitable dog agencies may be sought in this scenario. Any costs associated with finding and paying for your dogs continued care will be recharged to the pet parent. You may list a number of emergency contacts to cover for this eventuality.
Please sign the declaration below.