Terms & Conditions
Last updated: 12th September 2026
These Terms & Conditions apply to the dog walking, pet sitting and related services provided by Paw Play Croydon (“we”, “us”, “our”) to you (“you”, “your”).
By booking or using our services, you confirm that you have read, understood and agreed to these Terms & Conditions.
1. Our Services
We provide dog walking and other pet care services as described on our website or agreed with you at the time of booking.
We will take reasonable care of your dog and provide the services with appropriate skill and care. However, dogs can behave unpredictably, and you acknowledge the risks associated with dog walking and group or off-lead activities.
We reserve the right to refuse or stop providing a service where we reasonably believe that a dog’s behaviour, health or circumstances present a risk to the dog, other animals, people, our staff or members of the public.
2. Booking and Availability
All bookings are subject to availability.
A booking is confirmed once we have agreed on the date and time with you and, where applicable, received payment.
We may need to change or cancel a booking due to circumstances beyond our reasonable control, including extreme weather, illness, emergencies or other safety concerns.
Where we cancel a booking, we will endeavour to provide as much notice as reasonably possible.
3. Cancellation Policy
If you need to cancel or change a booking, please provide as much notice as possible.
Our cancellation charges are:
- More than 24 hours’ notice: No charge.
- Less than 24 hours’ notice: Full charge
These cancellation terms may vary for regular bookings, holiday periods or other services where specific arrangements have been agreed with you.
4. Payment
Our current prices are shown on our website or provided to you before booking.
Payment must be made by CARD / BANK TRANSFER within the agreed timeframe.
We reserve the right to suspend or refuse future bookings where outstanding invoices remain unpaid.
5. Your Dog’s Health and Behaviour
You must provide us with accurate and complete information about your dog, including:
- Medical conditions and allergies.
- Medication requirements.
- Behavioural issues or known triggers.
- Previous incidents of aggression or biting.
- Recall ability.
- Any fear, anxiety or other relevant behaviour.
- Vaccination and parasite-treatment status.
- Any other information that could affect the safe provision of our services.
You must inform us promptly if your dog’s health or behaviour changes.
You are responsible for ensuring that your dog is appropriately vaccinated and protected against parasites and infectious diseases where reasonably appropriate.
If your dog becomes unwell or injured while in our care, we may take reasonable steps to obtain veterinary assistance. You authorise us to seek veterinary treatment where we reasonably believe it is necessary, particularly where delaying treatment could put your dog at risk.
You are responsible for any veterinary fees incurred, except where those costs arise directly from our proven negligence or breach of contract.
6. Off-Lead Walking
Dogs will be allowed off lead where this has been agreed with you and we consider it reasonably safe to do so.
You acknowledge that off-lead walking carries additional risks, including dogs becoming lost, injured, encountering other animals, consuming harmful substances or being involved in road traffic incidents.
We cannot guarantee that a dog will never escape, become injured or encounter another animal despite reasonable precautions.
7. Dog Equipment
You must provide a suitable collar and ensure that your dog’s collar contains appropriate identification information where required by UK law.
We may refuse to use equipment that appears unsafe, damaged or unsuitable.
8. Keys and Access
If you provide us with keys, access codes or other means of entering your property, we will take reasonable care of them.
You must provide accurate access instructions and notify us immediately if access arrangements change.
We will not be responsible for delays or missed services caused by incorrect or unavailable access arrangements, unless caused by our negligence.
9. Emergency Situations
In an emergency, we will use reasonable judgement to protect your dog and the safety of other people and animals.
If we are unable to contact you, we may contact your nominated emergency contact or veterinary practice.
You authorise us to make reasonable emergency decisions concerning your dog where immediate action is required.
10. Other Dogs, Animals and Members of the Public
Where your dog is walked alongside other dogs, you acknowledge that interactions between animals carry inherent risks.
We will take reasonable precautions when introducing dogs and managing group walks, but cannot guarantee that dogs will never fight, injure one another or behave unexpectedly.
We may separate your dog from other animals or alter the walking arrangements if we believe this is necessary for safety.
11. Extreme Weather
The safety and welfare of dogs will always take priority.
We may shorten, postpone or cancel a walk in circumstances such as extreme heat, severe cold, storms, flooding, ice or other dangerous weather conditions.
Where appropriate, we may offer an alternative service or adjust times of the walk.
12. Liability
Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful.
Subject to that, we will not be liable for loss, injury or damage arising from risks that are inherent in caring for or walking dogs, except where caused by our negligence, breach of contract or other legal responsibility.
You remain responsible for your dog and for any loss, damage or injury caused by your dog to the extent permitted by law.
13. Photos and Social Media
We may occasionally take photographs or videos of dogs during our services.
We will only use photographs or videos of your dog for our website, social media or promotional materials.
You can withdraw your permission at any time by contacting us.
14. Data Protection and Privacy
We will handle your personal information in accordance with applicable data protection legislation and our Privacy Policy.
We only collect and use personal information where we have a lawful basis to do so, such as providing our services, processing payments, communicating with you or complying with legal obligations.
15. Changes to These Terms
We may update these Terms & Conditions from time to time.
The latest version will be published on our website and will apply to bookings made after the updated terms come into effect.
16. Complaints
If you have a concern about our services, please contact us as soon as possible at:
Email: pawplaycroydon@gmail.com
Telephone: 07729 660 817
We will aim to investigate and resolve complaints fairly and promptly.
17. Governing Law
These Terms & Conditions are governed by the laws of England and Wales, unless another jurisdiction is required by applicable law.
Any disputes will be subject to the jurisdiction of the courts of England and Wales, unless applicable law provides otherwise.
18. Contact Us
If you have any questions about these Terms & Conditions, please contact.
Paw Play Croydon
pawplaycroydon@gmail.com
Claire Wells