Service Terms

Service Terms

These Service Terms explain the arrangements that apply when you enquire about or book dog walking and related home-visit services with Careacquire HoundGo.

Please read these terms carefully before confirming a service. They should be read together with our Cancellation & Refund Policy and other applicable website policies.

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1. About Our Services

Careacquire HoundGo provides dog walking and selected home-visit services in Birmingham, United Kingdom.

Our services may include:

• One-to-one dog walks
• Small-group dog walks
• Pop-In Home Visits
• Regular weekly or monthly walking arrangements
• One-off and ad-hoc bookings

The services available to you depend on your dog's needs, the agreed arrangements and our availability.

We do not guarantee that every service will be available in every location or at every requested time.

2. Enquiries and Booking Confirmation

Submitting an enquiry through our website does not automatically confirm a booking.

The booking process generally involves:

1. Receiving your enquiry.
2. Reviewing your requirements.
3. Arranging a free initial meet & greet.
4. Discussing the proposed service and practical arrangements.
5. Providing a tailored quote where applicable.
6. Confirming the booking details with you.

A booking is only confirmed when the agreed arrangements have been communicated and accepted by both parties.

The details of a confirmed booking may include the service type, date, time, duration, price and collection, drop-off or home-visit arrangements.

3. Meet & Greet

A free initial meet & greet is required before a booking can be confirmed.

The meet & greet allows us to:

• Discuss your dog's routine and requirements.
• Review the requested service.
• Discuss collection and drop-off arrangements.
• Consider relevant practical information before the first booking.

A meet & greet does not guarantee that we will accept a booking. We may decline or modify an arrangement where the requested service is unsuitable, unavailable or presents a safety concern.

4. Service Arrangements

The service provided will be based on the arrangements confirmed with you before the booking.

Walking duration, frequency, service type and any collection or drop-off requirements will be discussed in advance.

For regular weekly or monthly arrangements, pricing is based on the agreed walking duration, frequency and service requirements. We do not offer fixed weekly or monthly package prices unless specifically confirmed in writing.

Any changes to the agreed service should be discussed and confirmed before they take effect.

5. Dog Information and Owner Responsibilities

You must provide accurate and relevant information about your dog before the service begins.

This may include information about:

• Your dog's age and routine.
• Behaviour and walking preferences.
• Relevant health or mobility information.
• Known triggers, fears or behavioural concerns.
• Any circumstances that may affect the safety of the dog, our team or other people.

You must inform us promptly if your dog's circumstances change or if new information becomes relevant.

You are responsible for providing accurate access details and instructions required for the agreed service.

6. Safety and Service Limitations

The safety of dogs, clients and our team is an important consideration in arranging services.

We may refuse, pause or end a service where we reasonably consider that the arrangement presents a significant safety concern or cannot be carried out as agreed.

We do not provide veterinary treatment, medical care or medication administration.

Our Pop-In Home Visits are limited to agreed everyday support activities, which may include feeding according to the owner's instructions, providing fresh water and basic companionship.

We do not undertake activities that may present avoidable risks to the dog, the owner or our team.

Any service limitations or specific requirements will be discussed before confirmation where relevant.

7. Walking Arrangements

One-to-One Walks

Private walking arrangements may be discussed for one dog or multiple dogs from the same household.

The number of dogs, walking duration and practical arrangements must be agreed in advance.

Small-Group Walks

Small-group walks are subject to suitability and availability.

A maximum of four dogs applies per walk, including additional dogs from the same household.

Dogs must be suitable for the agreed group arrangement. We may change or decline a group arrangement where we consider it unsuitable or unsafe.

Collection and Drop-Off

Where collection and drop-off are agreed, the practical arrangements will be discussed before the booking is confirmed.

You must provide accurate access information and inform us of any relevant access restrictions or changes.

8. Pop-In Home Visits

Pop-In Home Visits may be arranged for agreed everyday support requirements.

Depending on the agreed arrangement, support may include:

• Home check-ins.
• Feeding according to the owner's instructions.
• Providing fresh water.
• Basic companionship.
• Puppy toilet breaks.
• Older dog check-ins.
• Rest-day check-ins for dogs who need to remain at home.

The exact activities and duration will be discussed before confirmation.

We do not provide medication administration or medical care. Activities that may create avoidable safety risks will not be undertaken.

9. Pricing and Tailored Quotes

Any prices displayed on our website are guide rates intended to provide an indication of service costs.

The final price may depend on factors including:

• Service type.
• Walking duration.
• Frequency of bookings.
• Number of dogs.
• Collection and drop-off requirements.
• Other agreed practical arrangements.

A tailored quote will be discussed or provided before the relevant booking is confirmed.

Any additional charges must be discussed and agreed before they are applied, unless otherwise required by law.

10. Payment

Payment is arranged through a third-party payment provider at the agreed time.

The payment arrangements, amount due and payment timing will be communicated before the relevant payment is required.

Submitting an enquiry does not require an immediate online payment through our website.

You must follow the agreed payment arrangements and notify us if you experience a payment issue.

11. Cancellation and Rescheduling

Our cancellation and rescheduling arrangements are set out in our Cancellation & Refund Policy.

Please contact us as soon as possible if you need to cancel or change a booking.

Any cancellation charge must be applied in accordance with the applicable policy and relevant consumer rights.

Nothing in these terms is intended to remove or restrict any legal rights you may have.

12. Changes to Bookings

Requests to change a confirmed booking are subject to availability and agreement.

Changes may include:

• Date or time.
• Walking duration.
• Service type.
• Number of dogs.
• Collection or drop-off arrangements.

We will discuss any requested changes with you before confirming whether they can be accommodated.

13. Cancellation by Careacquire HoundGo

We may need to cancel, postpone or decline a service where there is a reasonable operational, safety or other legitimate reason.

Where we cancel a confirmed service, we will communicate this to you as soon as reasonably practicable.

Where you have already made a payment for a service that we cancel and the payment is refundable under the applicable arrangements, we will discuss the relevant refund or alternative arrangement with you.

Your statutory rights remain unaffected.

14. Business Insurance

We hold business insurance relevant to our dog walking services.

The scope and limitations of any insurance cover are subject to the applicable policy terms and conditions.

If you have questions about our insurance arrangements, please contact us before booking.

15. Liability and Legal Rights

We will provide our services with reasonable care and skill as required by applicable law.

Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited.

Nothing in these terms affects your statutory consumer rights.

Any limitation of liability must be interpreted in accordance with applicable law.

16. Complaints and Customer Support

If you have a concern about our service or booking arrangements, please contact us as soon as possible.

We will review the information you provide and discuss the matter with you.

17. Privacy and Personal Information

We process personal information in accordance with our Privacy Policy.

Information provided through our website or during the booking process may be used to respond to enquiries, discuss service arrangements and manage confirmed bookings.

Please review our Privacy Policy for further information about how personal data is handled.

18. Changes to These Terms

We may update these Service Terms from time to time to reflect changes to our services, business arrangements or legal requirements.

The version applicable to your booking will be the version communicated or made available before you agree to the relevant arrangement, subject to applicable law.

19. Governing Law

These terms are governed by the laws of England and Wales, unless applicable law requires otherwise.

Any dispute will be handled in accordance with applicable legal rights and procedures.

20. Contact Details