🐾 Wildside Companions
Terms & Conditions
Effective from: September 2026
Wildside Companions
Big adventures. Loving care. Happy pets.
These Terms & Conditions apply to all services provided by Wildside Companions. By making a booking or using our services, you confirm that you have read, understood and agreed to these terms.
1. About Wildside Companions
Wildside Companions provides personalised pet care services, including:
Dog walking
Group dog walks
One-to-one dog walks
Adventure walks
Puppy call-ins
Pet call-ins
Pet sitting
House sitting
Small animal care
Tailor-made pet care packages
We aim to provide a safe, reliable and caring service tailored to each pet and their individual needs.
2. Customer Information
Before your pet receives their first service, you must complete the Customer & Pet Care Paperwork Pack.
You are responsible for providing accurate and up-to-date information about your pet, including:
Medical conditions
Medication
Allergies
Vaccinations
Flea and worming treatment
Behavioural issues
Recall ability
Off-lead requirements
Dietary requirements
Emergency contacts
Veterinary details
Any known risks or safety concerns
You must inform Wildside Companions as soon as possible if any of this information changes.
Failure to provide important information may affect whether we can safely provide the requested service.
3. Bookings
All bookings are subject to availability.
A booking is considered confirmed once the service, date, time, duration and price have been agreed by Wildside Companions.
An enquiry or request for a booking does not guarantee availability.
For regular bookings, the agreed arrangements will be confirmed with the customer.
4. Tailor-Made Packages
We understand that every pet and household is different.
Wildside Companions can provide tailor-made packages at the customer’s request, combining different services or creating an arrangement around your individual requirements.
The services, frequency, duration and price of any tailor-made package will be agreed with you before the package begins.
5. Customer Responsibilities
Customers are responsible for:
Providing accurate information about their pet.
Informing us of any changes to their pet’s health, behaviour or circumstances.
Providing suitable food, medication and equipment where required.
Providing safe and suitable access to the property.
Providing working keys, access codes or other agreed access arrangements.
Ensuring their pet has appropriate identification where applicable.
Informing us of any household hazards.
Ensuring their pet is suitable for the service requested.
Paying for services within the agreed timeframe.
Customers must not knowingly withhold information that could affect the safety of their pet, Wildside Companions or members of the public.
6. Dog Walking & Off-Lead Walking
Dogs will only be walked off lead where:
The customer has given permission.
The dog’s recall and behaviour have been discussed.
Wildside Companions considers the environment and circumstances suitable.
Off-lead walking can reasonably be carried out safely.
Permission to walk off lead does not guarantee that your dog will be walked off lead on every occasion.
Wildside Companions may decide to keep a dog on a lead or long line if weather, surroundings, wildlife, other dogs, behaviour or any other safety concern makes this necessary.
Where appropriate, a secure harness, collar or other suitable equipment must be provided by the customer.
7. Group Walks
Group walks are subject to suitability.
Wildside Companions may decide that a dog is not suitable for a particular group walk if their behaviour, temperament, health or circumstances could create a safety concern.
Where possible, we will discuss alternative arrangements with the customer, such as a one-to-one walk or tailor-made package.
8. Pet Behaviour & Safety
Customers must disclose any known:
Aggression
Biting
Fear or anxiety
Reactivity
Resource guarding
Escape behaviour
Chasing behaviour
Behaviour towards other animals or people
Other behaviour that may present a safety concern
Wildside Companions reserves the right to stop or modify a service if we reasonably believe continuing would place the pet, another animal, a person or Wildside Companions at unacceptable risk.
Where possible, we will discuss alternative arrangements with the customer.
9. Puppies & Young Pets
Customers must provide information about their puppy’s age, vaccination status and any relevant veterinary advice.
Services for puppies will be adapted to their age, development, routine and individual needs.
Wildside Companions will not knowingly provide a service that conflicts with veterinary restrictions or advice supplied by the customer.
10. Health, Medication & Veterinary Care
Customers must provide accurate information regarding their pet’s health and medication.
Where medication has been agreed as part of a service, customers must provide clear instructions and the medication in its original packaging where appropriate.
Wildside Companions does not diagnose medical conditions or provide veterinary treatment.
If a pet becomes ill or injured while in our care, we will take reasonable steps to protect their welfare and seek appropriate veterinary assistance where necessary.
Where possible, we will contact the customer or emergency contact.
11. Emergency Veterinary Treatment
Customers are required to provide emergency veterinary details as part of the Customer & Pet Care Paperwork Pack.
In an emergency, Wildside Companions will prioritise the welfare of the pet and may seek veterinary assistance where reasonably necessary.
Customers authorise Wildside Companions to act reasonably in an emergency where immediate action is required and the customer cannot be contacted.
Any veterinary fees, treatment costs, medication costs or other costs relating to the customer’s pet remain the responsibility of the customer unless otherwise agreed.
12. Keys & Property Access
Customers are responsible for providing suitable access arrangements.
Keys should be clearly identified for the purpose of the booking but should not be labelled with the customer’s full address.
Wildside Companions will take reasonable care of keys in our possession.
Customers must inform us immediately if:
A key is lost or stolen.
A lock is changed.
An access code changes.
A key is no longer valid.
Any other access arrangement changes.
If we cannot gain access because the agreed arrangements have not been provided, this may be treated as a no-show and the applicable fee may be charged.
13. Pet Sitting & House Sitting
For pet sitting or house sitting services, customers must provide clear instructions regarding:
Feeding
Medication
Toileting
Exercise
Cleaning
Household routines
Security
Alarms
Heating
Other relevant household arrangements
Customers should inform Wildside Companions about household hazards, cameras, alarms or other equipment that may affect the service.
Wildside Companions will take reasonable care of the customer’s home while providing the agreed service.
14. Weather & Unsafe Conditions
The safety of pets, customers and Wildside Companions will always come first.
Services may be shortened, changed, postponed or cancelled where weather or environmental conditions create an unreasonable safety risk.
This may include extreme heat, severe storms, flooding, dangerous ice or other conditions that make the planned service unsuitable.
Where reasonably possible, an alternative arrangement will be discussed with the customer.
15. Cancellation & No-Shows
Our separate Cancellation & No-Show Policy forms part of these Terms & Conditions.
For dog walks and puppy/pet call-ins:
More than 24 hours’ notice: No cancellation charge.
Less than 24 hours: 50% of the booked service fee.
Less than 2 hours or a no-show: 100% of the booked service fee.
For pet sitting:
More than 48 hours’ notice: No cancellation charge.
Less than 48 hours: 50% of the booked service fee.
Cancellation on the day or failure to provide agreed access: 100% of the booked service fee.
Cancellation charges are intended to reflect the time reserved for the booking and the reasonable loss caused by late cancellation. Consumer law requires cancellation terms to be fair and charges not to be excessive.
Nothing in this section removes any statutory cancellation rights a customer may have.
16. Payment
Prices will be confirmed before the service wherever reasonably possible.
Payment must be made using the agreed payment method and within the agreed timeframe.
Additional charges may apply where previously agreed, including for:
Additional pets
Additional services
Extended care
Tailor-made packages
Other agreed requirements
No additional charge will be made without the customer’s agreement, except where a charge is already clearly covered by the agreed booking terms.
17. Changes to Bookings
If you need to change the date, time, duration or type of service, please contact us as soon as possible.
Changes are subject to availability.
Where a change is requested at short notice, the cancellation policy may apply if the original booking cannot reasonably be filled.
18. Customer’s Legal Rights
Wildside Companions will provide services with reasonable care and skill.
Nothing in these Terms & Conditions is intended to remove or restrict any legal rights that customers have under UK consumer law. Services supplied to consumers have statutory protections, including the requirement that they are carried out with reasonable care and skill.
Where a booking is made online, by phone or another distance method, statutory cancellation rights may apply in certain circumstances. These rights can depend on the nature of the service and when the service begins, so nothing in these terms is intended to override those rights.
19. Photographs & Updates
Wildside Companions may take photographs or videos of pets during walks or visits for the purpose of providing customer updates.
Photographs will not be used for advertising, social media or other promotional purposes without the customer’s appropriate permission.
Customers can tell us if they do not wish photographs of their pet to be taken.
20. Privacy & Personal Information
Wildside Companions will collect and use customer and pet information only as reasonably necessary to provide services, manage bookings, maintain appropriate business records and meet legal or insurance requirements.
Personal information will be handled in accordance with our Privacy & Data Protection Notice.
21. Complaints
We want every customer and pet to have a positive experience.
If you have a concern or complaint, please contact us as soon as possible so we have the opportunity to investigate and resolve the issue.
Complaints can be made by:
📧 [email protected]
📞 07411 624825
We will aim to respond and deal with complaints fairly and as promptly as reasonably possible.
22. Ending the Service
Either the customer or Wildside Companions may end an ongoing service arrangement by giving reasonable notice, unless there is a serious reason requiring the arrangement to end sooner.
Wildside Companions may need to stop providing a service immediately where continuing would create a serious safety concern, where essential information has been withheld, or where there has been serious or repeated non-payment or other serious breach of the agreed arrangements.
Where Wildside Companions ends a booking or ongoing arrangement, we will communicate the reason where appropriate and deal with any payments or refunds in accordance with the applicable agreement and the customer’s legal rights.
23. Changes to These Terms & Conditions
Wildside Companions may update these Terms & Conditions from time to time to reflect changes to our services, business practices or legal requirements.
Customers will be given reasonable notice of material changes that affect existing arrangements.
The version applicable to a booking will be made available to the customer.
24. Governing Law
These Terms & Conditions are governed by the law of England and Wales.
Nothing in these Terms & Conditions affects any mandatory rights a customer has under applicable consumer law.
September 2026