SPPOT Terms and Conditions

Dog Walking, Daycare & Training

 1. Temperament of Dogs: Dog Walking & Daycare


Dogs must be of good temperament and not display any aggression towards people, including secondary school age children, or other dogs to access SPPOT’s Dog Walking and Daycare Services This is assessed by fully qualified and experienced staff at the initial sessions and followed by one month’s trial period to ensure the service is right for the dog and vice versa.

We can cater for dogs who are nervous, shy or anxious and who have mild behaviour and training issues, as we have high people to dog ratios (usually 1:1) and we are managed by staff who are highly qualified in canine training and behaviour.

Therefore, some training and behaviour issues such as lead pulling, recall, anxiety, house training and so forth may be improved by attending SPPOT dog daycare or having SPPOT Volunteers to walk your dog.

However, some behaviour problems may mean that dog daycare or walking cannot be offered or may be withdrawn if a problem become apparent later because we must always act in the best interests of all the dogs and people who use our services. 

We always keep an open, positive dialogue with customers to ensure that all dogs continue to benefit from our services.

Dogs grow and change throughout their lives so all dogs we provide a service to, are continually monitored to ensure they continue to benefit from the service. 

If a dog must be withdrawn from a service, we may be able to substitute this with another service, or by helping with the behaviour issue.


  

Temperament of dogs: Dog Training


Dogs attending dog training courses must be of good temperament with other dogs and people of all ages. Attending group classes is not the way to help a dog who is fearful, nervous or aggressive or reactive to people or other dogs.

Dog who are fearful, aggressive or reactive should request individual help with the behaviour issue.

2. Additional Terms & Conditions for SPPOT Dog Daycare

Health & Wellbeing: Dog Daycare

Dogs need to be at least 6 months of age to start SPPOT dog daycare.

Male dogs must be neutered to attend dog daycare. Entire female dogs cannot attend when in season or during phantom pregnancy.

Dogs cannot attend dog daycare when they are unwell. This includes apparently milder health issues like ear infections and upset tummies as these can be contagious and cause pain related behaviour issues too.


Identification: Dog Daycare

All dogs must be microchipped by law and we must have the microchip number on your dog’s file before they can attend SPPOT dog daycare or be walked by us. Please ensure you keep your address up to date on your dog’s microchip. We have a microchip scanner at SPPOT DHQ to help with this.

All dogs must also wear a collar with identification as per the current law. This is still the law, because if a dog has their address on their ID tag, they can be returned home much more easily than going through the process of finding a microchip scanner.

We put our own harnesses and leads on dogs coming to daycare for ease of fitting for our trainees and volunteers and because they are particularly secure. If you would prefer us to use your harness and lead, please let us know on your registration form or by email.

We always affix a SPPOT ID tag while dogs are with us too, this is a licencing requirement and good practice.


Meals in Dog Daycare

If you require your dog to have a meal or snack while at daycare, please ensure this is sent in, in a sealed container with your dog’s name and the date on it, along with instructions if needed. Please ensure this handed to the staff member on duty, rather than being left in a bag.

     

Booking procedure: Dog Daycare

  1. To ensure customers get the reservations they want, we strongly recommend booking in advance.
  2. All bookings must be made by the customer via our online booking system. 
  3. Customers who cannot use the internet, may book in person or over the phone to the SPPOT office during office hours and all bookings will be made on their behalf by SPPOT staff.
  4. Full instructions are provided when you register with us.
  5. It is important to keep your login information safe.
  6. If you lose the link to the booking system, you can access it via the Dog   Daycare page of our website
  7. It is the responsibility of customers to ensure that they make their own   bookings and do their own edits and cancellations. 
  8. If dogs are brought in and they are not booked in, they will be turned away, even if it is a regular booking that hasn’t been extended. This is because we are limited by our licence numbers and because we provide high levels of care that we do not wish to compromise.
  9. If you book day placements right up to a holiday or break of some kind and plan to book again after the break, there’s a chance that the place could be taken by another customer, so we strongly recommend you book for after the break too.


Dog Daycare Payments

  1. Dog day placements are invoiced for at the end of every month, for the sessions that have taken place that month, so you will never be charged for future sessions.
  2. Dog daycare invoices are sent by email by default and by post for anyone who does not use email.
  3. Payment can be made online via the invoice using PayPal (even if you don’t have a PayPal account), or by bank   transfer, details on the invoice, by cheque, by post or in person, or by cash in person only.
  4.  Please note that all cheque and cash payments must be made via the SPPOT office in person or post.

  

Dog Daycare Cancellations

Advance bookings can be cancelled if needed, up to 1 week (7 days) before the booking without incurring a charge, by simply logging in and following the on-screen instructions. 

Cancellations made between 48 hours (2 days) and 7 days before the booking will be charged half the fee – unless the place is filled, in which case no charge will be made.

Cancellations made in the 48 hours before the booking will be charged the full fee – unless the place is filled, in which case no charge will be made.


Transportation Service: Dog Daycare

We do not currently offer a transportation service as standard. However, in some instances we may be able to assist with transporting dogs to and from daycare. For example, if you live within walking distance of SPPOT DHQ or if a staff member passes your house.

Where we can provide this service, it is free of charge and will need to fit around our staff rota, so times cannot be guaranteed. This is because our staff are usually responsible for the welfare of children, vulnerable adults and other dogs as well. We will, however, endeavour to provide an agreed transport service as close as possible to the times you need, but they may be earlier or later, depending on the needs of the service. 


3. Additional Terms & Conditions for SPPOT Dog Walking

Health & Wellbeing: Dog Walking

Puppies must be fully vaccinated to have a full walking service and we will only walk puppies as far as is advisable for their age and breed. However, we also offer a pre-vaccination socialisation service – just ask for details.

All health information is requested at the initial home visit so that we can form a dog walking plan with you that accounts for any health concerns.

It is vital that customers keep us informed on ongoing or new health problems so that we can take proper care of your dog.


Identification: Dog Walking

All dogs must also wear a collar with identification as per the current law. This is still the law, because if a dog has their address on their ID tag, they can be returned home much more easily than going through the process of finding a microchip scanner.

All dogs must also be microchipped as this is now law too.


Meals as part of the Dog Walking Service

We are happy to feed dogs as part of their dog walking service, however please bear in mind that larger breeds should not be walked an hour either side of a meal due to the risk of gastric torsion or ‘bloat’ which can be fatal. This is also sensible if you have a high energy dog or a smaller one with a deep chest.

Please also note that we charge by the hour, from when the Volunteer Dog Walker arrives at your house, until they leave your house. This normally means they get a 50 minute walk but feeding would take up part of that time.

Reservations need to be made via the online application and bookings system unless the customer doesn’t have access to the internet.

     

Booking policy & procedure: Dog Walking

1. To ensure customers get the reservations they want, we strongly recommend   booking in advance.

2. All regular dog walking should be booked and managed via email to enquiries@sppot.co.uk or by phoning the SPPOT Office.

3. Ad-hoc dog walks must be booked via our online ‘dog walking request’ system. 

Ø Customers who cannot use the internet, may book in person or over the phone to the SPPOT   office during office hours and all bookings will be made on their behalf by   SPPOT staff.

Ø Full instructions are provided when you register with us.

Ø It is important to keep your login information safe.

Ø If you lose the link to the booking system, you can access it via the Dog Walking   page of our website

4. Providing as much notice as possible, means your request is more likely to be approved

5. Making a ‘dog walking request’ does not mean your booking has been made, please wait to receive an email   confirmation that we can (or cannot) walk your dog on the days requested.

6. The Dog Walking Request system only works for ad hoc walks.

7. Ad-hoc/non-regular) bookings will be accommodated wherever possible but may not always be possible.

8. It is the responsibility of customers to ensure that they make their own bookings and do their own edits and   cancellations, using the online booking system or by phoning or emailing.

Payment

1. Dog walking is invoiced at the start of every month, for the sessions that have taken place the previous month, so you will never be charged for future sessions.

2. Dog walking invoices are sent by email by default and by post for anyone who does not use email.

3. Payment can be made online via the invoice using PayPal (even if you don’t have a PayPal account), or by bank transfer, details on the invoice, by cheque, by post or in person, or by cash in person only.

4. Please note that all cheque and cash payments must be made via the SPPOT office in person or post as our staff and volunteers cannot accept payments directly from you.


Dog Walking Cancellations

Advance bookings can be cancelled if needed, up to 1 week (7 days) before the booking without incurring a charge, by simply logging in and following the on-screen instructions. 

Cancellations made between 48 hours (2 days) and 7 days before the booking will be charged half the fee – unless the place is filled, in which case no charge will be made.

Cancellations made in the 48 hours before the booking will be charged the full fee – unless the place is filled, in which case no charge will be made 


Transportation Service: Dog Walking

We do not currently offer a transportation service as standard as most of our Volunteer Dog Walkers use buses or arrive on foot to keep costs down and customers prices low. 

However, in some instances we may be able to assist with transporting dogs to and from walks and this will be agreed and costed individually.

4. Additional Terms & Conditions: Dog Training & Behaviour

Puppy & Dog Training Courses

Puppies may start training as soon as they have completed their initial course of vaccinations. We strongly recommend puppies also have the kennel cough vaccine too. Kennel cough is rarely dangerous, but it is highly contagious and with many dogs in our building, the simple (drops up the nose) vaccine is very safe for puppies and protects against many strains of the disease.


Dog Training Course Cancellations

Cancellations made between 48 hours (2 days) and 7 days before the course will be charged half the fee – unless the place is filled, in which case no charge will be made.

Cancellations made in the 48 hours before the course will be charged the full fee – unless the place is filled, in which case no charge will be made.


SPPOT, A Community Interest Company courses are a complete package of dog training, so if you are unable to complete the course, we will be unable to refund any fees as we cannot fill a partial place. 


If you must miss a class through illness or similar, this can usually be compensated for by using the course notes or arranging a catch-up session, but this will be charged for. 

If you are unable to complete the course, for example if your dog is unwell or comes into season, it is always possible to transfer to a later course at a mutually agreeable fee. Please note that we cannot usually transfer you to a later course without making some charge as we need to pay wages and overheads. 

  

Individual Training and Behaviour Appointments

All individual dog training and behaviour appointments must be booked and paid for in advance. 

Cancellations made between 48 hours (2 days) and 7 days before the booking will be charged half the fee – unless the place is filled, in which case no charge will be made.

Cancellations made in the 48 hours before the booking will be charged the full fee – unless the place is filled, in which case no charge will be made.


Dog Training and Behaviour Services

It is vital that dog owners follow the advice given and understand in advance that it takes time, effort and patience to change a dog’s behaviour. 

This may require:

· An increase or significant change in exercise routine. 

· It may require additional obedience training which also takes time and effort. 

· It will often require vet tests and treatment.

· It may involve increased expense for food and equipment. 

The likely time and costs involved will be outlined at the initial telephone appointment and subsequent assessment.

Every effort will be made by SPPOT to help owners address the presenting issues; however, the success of each plan is dependent on the owner’s input and the responsiveness of each individual dog and cannot therefore be guaranteed to work by the canine behaviour professional. 

To best help dogs with training and behaviour issues, it is our policy to provide you with an agreed action plan at each appointment which are specific, measurable, achievable and relevant, to be completed by the next appointment.

Should the steps in the action plan not be completed by the next appointment, you will still be charged for the behaviour advisor’s time.

We reserve the right to withdraw any of our trainers and behaviour advisors from any dog training or dog behaviour commission.

5. General Booking Policy

General Bookings Policy

Booking any services with SPPOT, should be made in advance, online via the website by default or by phone or in person for anyone who doesn’t have access to the internet. 

We reserve the right to alter the dates or times of services but only when necessary (e.g. staff illness) and will make every effort to rebook convenient dates. We will endeavour to give as much notice as possible for any cancellations and we do have relief personnel to cover most absences. 

Occasionally SPPOT may need to cancel services through illness or exceptional weather (see separate policy). A replacement session will always be offered, but this may not be on the same day or at the same time, but we will always try to accommodate the customers’ needs. If customers cannot make the replacement session, it will be considered forfeit.

Please also see our ‘Working in All Weathers’ Policy as there are some exceptional weather conditions in which we cannot expect our staff and volunteers and trainees to work outside or walk in certain places e.g. woods in very high winds, beaches during high tide storms. We also reserve the right to alter or cancel services for dogs in very hot weather, due to the elevated risk to dogs. No dog ever died through not having a walk, but many have through being walked in hot weather.

SPPOT, A Community Interest Company reserves the right to withdraw a dog from any of our services if it becomes apparent that the situation is not in the best interests of the dog or our volunteers or staff. 

This right is reserved with the assurance that as much notice as possible will be given. We will endeavour to assist with any issue that gives rise to a decision to withdraw the service, however this usually incurs an additional charge.

Customer Booking Alterations

Registered dog daycare customers can use their personal login to change their bookings online. 

Customers can also change bookings by telephoning the office on 01437 767648 during office hours, 8am to 6pm, Monday to Friday or by emailing enquiries@sppot.co.uk

The office is open 9am to 5pm, Monday to Friday with an answerphone for when staff are busy or we are closed.