SPPOT Terms and Conditions

Temperament of dogs

Dogs must be of good temperament and not display aggression towards people or other dogs to access SPPOT’s Dog Walking Service. 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 having SPPOT Volunteers to walk your dog.

However, some behaviour problems may mean that dog walking cannot be offered or may be withdrawn if a problem become apparent later because we must always act in the best interests of all the dogs and people who use our services.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If a dog must be withdrawn from a service, we may be able to substitute this with another service, or by helping with the behaviour issue.

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.

Dog Walking Booking Policy & Procedure

• You can book and pay for regular and ‘ad-hoc’ dog walking via our online booking system, using the mobile app or logging in via a laptop/PC.
  • Full instructions are provided when you first register with us.
  • Dog walking dates and times are arranged in person first, by phone, email or message, then we send you a direct booking link to confirm and pay for your dog walks.
  • If you are unable to use the internet, we can do the bookings for you and send you a payment link or invoice. Please note that we are unable to accept any form of payment at the time of walking your dog.
  • 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.

Dog Walking Cancellations

Advance bookings can be cancelled if needed, using your own login or app, 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 in the 48 hours before the booking will be charged the full fee.

Cancellations made by us (which are extremely rare) will always be refunded to you.

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.

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 need to reserve the right to cancel dog walking services in extreme circumstances, such as staff and volunteer illness or exceptional weather. However, this rarely happens as we have a large team and can usually provide cover. When there is dangerous weather, such as very high winds or storms or very high temperatures, we will usually alter the time of the walk or provide a home visit to mitigate the risks to your dog and our team members.

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 i.e. help from our dog training service but this incurs an additional charge.

Puppy & Dog Training Courses

Puppies may start training as soon as they have completed their initial course of vaccinations. We require puppies to have the kennel cough vaccine too. Kennel cough is rarely dangerous, but it is highly contagious and with many dogs in our building each day, the simple (drops up the nose) vaccine is very safe 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 be easily compensated for by using the online resources that accompany the training course 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 a charge to at least cover our costs.

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.

General Bookings Policy

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

We need to reserve the right to cancel dog training services in extreme circumstances, such as staff and volunteer illness or exceptional weather but a replacement session will be provided.

In the case of a dog training class being cancelled by us, a replacement session will be arranged that suits most customers. Anyone who cannot make the replacement session can use the online course instead.

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 i.e. help from our dog training service but this incurs an additional charge.

Temperament of dogs

Dogs must be of good temperament and not display aggression towards people or other dogs to access SPPOT’s Dog Daycare Service. 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 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.

Dog Daycare Booking Procedure

1. We provide just 5-8 dog daycare places per day, so to ensure customers get the reservations they want, we strongly recommend booking in advance.

2. All dog daycare 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.

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 dog daycare 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 booked and paid for by card, through our online booking system.
2. Regular customers can set up their own account to manage their dog’s daycare bookings.
3. For anyone who is unable to use the online service, we can take bookings and payments, by card, over the phone and in person.
4. Full days are for 5-10 hours
5. Half days are1 to 5 hours from 8am to 1pm or 1pm to 6pm
6. Please be aware we do not do an hourly rate or break the day down any further. Therefore 1 hour, 2 hours, 3 hours, 3.5 hours etc all charged at the half day price; whereas 5.5 hours, 7 hours etc are charged at the full day price.

Dog Daycare Cancellations

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

Refunds for cancelled bookings are processed by the SPPOT Office and refunded via the same route as the payment.

Cancellations made in the 24 hours before the booking will be charged the full fee.

Meals & Medication as part of our Dog Daycare service

We are happy to feed dogs their own food, when you bring it in to our dog daycare service. Food should be brought in, in a clearly labelled container and only as much as is needed for that day. Any leftover food will be returned to you or thrown away if you ask us to.

We can administer some medications prescribed by your vet and will set up a proper recording and storage system with you if this service is needed.

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.

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.

Occasionally SPPOT may need to cancel services through illness or exceptional weather, but we will endeavour to provide as much notice as possible. A replacement session will always be offered, and we will always try to accommodate the customers’ needs.

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 i.e. help from our dog training service but this incurs an additional charge.

Health & Wellbeing

Current Vaccinations/Veterinarian Information

By using our services, owners verify their dogs are up to date with vaccinations for canine parvovirus, canine distemper virus, Leptospirosis, and Infectious Canine Hepatitis. Proof of vaccination shall be provided to SPPOT on first registration as well as current veterinarian information.

Health or Medical Problems & Elderly Dogs

Grooming procedures can sometimes be stressful, especially for a senior dog or dog with health problems and can expose hidden medical problems or aggravate a current one during or after the groom.

In the best interest of your pet this contract/agreement will give SPPOT permission to obtain immediate veterinary treatment for your pet should it be deemed necessary by us. We will do our best to contact you first, then take your pet to our authorised veterinarian, or to the nearest veterinarian that is available. It is agreed that all expenses for veterinary care will be covered by the pet’s owner.

Fleas/Ticks

SPPOT strives to be a flea/tick-free environment. If your dog has a flea or tick infestation, we will ask that you reschedule your grooming appointment once the flea or tick problem is under control. Dogs with a flea or tick infestation carry a risk of anaemia, infections, tapeworms and other health problems. We recommend that you contact your veterinarian for advice on the best treatment for your situation. A topical monthly flea preventative may be the most effective choice.

Treating all pets in the family, as well as treating your home will help in keeping fleas and ticks under control for the long term. If fleas are found on your dog, we will bathe your dog in a flea shampoo and we will have to require additional disinfecting of our premises, this will incur a £20 charge on your grooming bill. If ticks are found an additional charge of £5 will be added for their removal.

Accidents

There is always the possibility an accident could occur. Grooming equipment is sharp, even though we use extreme caution and care in all situations. Possible problems that could occur include cuts, nicks, scratches and quickening of the nails. In most cases this can happen when a dog is wiggling or moving around. We make every effort to ensure your dog is groomed as safely as possible, but if your dog does not accept the process, it can be dangerous to continue the groom.

Condition of Coat: Matted Coats

SPPOT promotes Responsible Dog Ownership we do not de-matt neglected coats. This is very different to removing small knots, tangles and isolated matted hair from the coat which can be achieved quickly without causing anxiety, stress, or pain. The health and condition of a dog’s coat and skin are the responsibility of the owner, along with its physical and psychological state of health.

Professional grooming plays an important role in the commitment undertaken when choosing any breed of dog. This level of commitment is evident in the condition of the coat due to effective home grooming and temperament due to socialisation and training. SPPOT can help owners with training, socialisation, home grooming and husbandry techniques if required.

Aggressive or Dangerous Behaviour

Owners MUST inform us if your dog bites, has bitten or is aggressive to people, other pets or specific grooming procedures. We reserve the right to refuse or stop services of your dog at any time before or during the grooming process and charge an additional fee of £10 in addition to the regular grooming charge. If your dog should bite, the owner agrees to be responsible for all related medical bills, recovery costs, loss of income and equipment damage.

Identification: Dog Grooming

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 the law too.

Booking policy & procedure: Dog Grooming

1. You can book and pay for dog grooming appointments via our online booking system, using the mobile app or logging in via a laptop/PC.
   • Full instructions are provided when you first register with us.
   • Dog grooming dates and times are arranged in person first, by phone, email or message, then we send you a direct booking link to confirm and pay a deposit for your dog grooming appointment.
   • If you are unable to use the internet, we can do the booking for you and send you a payment link.
   • The remainder of the payment is due on the day of the appointment, when you collect your dog. We accept all card payments but cannot accept cash or cheques.
   • It is the responsibility of customers to ensure that they make their own bookings, if appointments are not booked and the deposit paid for the same day the booking link is sent, the appointment will become re-available to others.

Prices

1. All prices assume your dog’s coat is in reasonable condition and their temperament is agreeable to being groomed.  Additional charges will apply for the extra time and products involved in grooming neglected coats, in-particular those which require clipping off due to severe matting and for dogs whose temperament or health also requires more time to complete.

Dog Grooming Cancellations

1. Advance bookings can be cancelled if needed, up to 1 week (7 days) before the booking without incurring a charge, by using the booking app or login.

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 Grooming

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 grooming and this will be agreed and priced individually.

General Bookings Policy

Booking any services with SPPOT, should be made in advance, online via the app or 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.

Very occasionally SPPOT may need to cancel services through illness or exceptional weather. 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.

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 Queries

Customers can contact the SPPOT 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.