Terms & Conditions

Sal’s Pals – Terms & Conditions

By enrolling your dog with Sal’s Pals, you confirm that you have read, understood, and agreed to the following Terms & Conditions.

Assessments & Acceptance

1. All dogs must complete an initial assessment prior to attending daycare or group walks.
2. Group placement is determined solely by a fully trained Sal’s Pals team member.
3. We reserve the right to refuse or terminate services at any time if a dog is deemed unsuitable for group care.

Client Portal & Records

1. The client portal must be completed in full prior to assessment.
2. All dogs must be fully up to date with vaccinations, flea and worming treatments, recorded on the portal at all times.
3. Written vet confirmation is required for any extended vaccination cover.
4. Failure to keep records up to date will result in suspension of services until corrected.
5. Any missed sessions due to outdated records will be charged in full.
6. While we operate reminders, responsibility remains with the client to ensure records remain accurate and current.

Emergency Veterinary Treatment & Contact

1. In the event of illness or injury, Sal’s Pals reserves the right to seek veterinary treatment at the owner’s expense if the owner or emergency contact cannot be reached.
2. Clients must provide at least one emergency contact authorised to make decisions on their behalf.

Infectious Disease Policy

1. Dogs displaying symptoms of contagious illness (including kennel cough, diarrhoea, vomiting, lethargy, or discharge) must not attend.
2. Dogs may be excluded for a vet-advised symptom-free period.
3. All missed sessions due to illness remain chargeable.

Social Media Consent

1. By enrolling, clients consent to photos/videos being taken for marketing and social media.
2. To opt out, this must be marked in the portal and confirmed separately in writing via email.

Collection Times & Late Fees

1. All dogs must be collected no later than 6:00pm.
2. Collections after 6:05pm incur a £5 late fee per household (not per dog).

Neutering Policy

1. All dogs aged 6 months+ must be neutered, chemically neutered, or spayed in line with council regulations.

Equipment, Collars & Belongings

1. Group walk dogs must be provided with a standard fixed-length lead only.
2. Flexi/extendable leads are not permitted.
3. ID tags are recommended.
4. Sal’s Pals accepts no responsibility for loss or damage to collars, leads, coats, food, toys, or belongings.

Memberships, Holidays & Swaps

• Standard & Premium Memberships

1. For regular, fixed weekly attendance, including daycare and walking dogs.
2. Bookings are set and recurring.
3. Sessions cannot be cancelled.
4. Sessions may only be swapped or taken as holiday with a minimum of 7 working days’ notice.
5. Standard & Premium Memberships include unpaid holiday allowance equal to two weeks of your dog’s usual booking pattern per calendar year, for example:

Monday–Friday dog = 10 unpaid days, Monday-only dog = 2 unpaid days, 3 fixed days per week = 6 unpaid days. Any time off beyond this allowance remains chargeable, as your space is permanently reserved.Missed sessions or changes inside the 7-working-day notice period are fully chargeable.

• Flexi Membership

1. For ad-hoc, non-regular attendance.
2. Flexi bookings are variable and subject to availability.
3. Clients are strongly encouraged to submit Flexi requests during the week prior to attendance to allow fair and manageable scheduling.
4. While last-minute requests may occasionally be accommodated, regular weekly last-minute booking requests are not guaranteed and may be declined.
5. Flexi cancellations require 48 working hours’ notice.
6. Cancellations inside this notice period are fully chargeable. 

General Rules (All Services)

1. All notice periods are counted in working days only.
2. Sal’s Pals does not operate at weekends, therefore weekends and closed days do not count toward notice periods.
3. Notice periods run from the start time of the booked service.
4. No-shows are charged in full.
5. Failure to notify Sal’s Pals of illness or injury before collection, including multi-dog households, will result in full charge.

Bookings & Communication

1. All bookings must be made via the client portal only.
2. Bookings are not confirmed until visible in the portal.
3. Any queries, changes, or matters for discussion must be made via email.
4. Text messages and social media messages are not accepted as official communication.

Invoicing & Payments

1. Invoices are issued monthly in arrears.
2. Payment must be made in full by the 7th of each month.
3. A 10% late fee will apply after this date.
4. Accounts overdue by 14 days or more will have all services suspended until payment is received.

Public Holidays, Closures & Weather

1. Sal’s Pals reserves the right to close on public holidays, during severe weather, or in emergency circumstances.
2. Where closures occur for safety reasons, sessions may remain chargeable in line with membership agreements.

Price Increases

1. Sal’s Pals reserves the right to amend prices with 30 days’ written notice.

Training & Handling Methods

1. All dogs are handled using positive, force-free, reward-based methods only.

Behaviour & Liability

1. Group play carries inherent risk.
2. Sal’s Pals accepts no liability for injury, veterinary, or legal fees arising from social interaction.
3. Dogs displaying aggressive behaviour may be immediately excluded with no refund.
4. Sal’s Pals accepts no responsibility for damaged equipment.

Transport

1. Dogs are transported in fully insured vehicles with secure cages.
2. Clients acknowledge inherent risk during loading/unloading.
3. Sal’s Pals accepts no liability for injury or death resulting from transport, loading/unloading, or road traffic accidents.

Client Conduct

1. Any abusive, aggressive, or inappropriate behaviour towards staff will result in immediate termination of services without refund.

Termination of Services by Client

1. Clients wishing to leave Standard Membership, Premium Membership, or any regular walking service must provide a minimum of 7 working days’ written notice.
2. Final invoices remain payable in full.

No refunds are provided for unused sessions once notice is given.