Terms & Conditions
Fiona's Fauna and Flora – Terms and Conditions
Effective Date: 27th August 2026
In these Terms and Conditions, Fiona’s Fauna and Flora shall be referred to as “FFF”, “we”, or “us”.
1.0 Terms and Conditions – General
1.1. An initial introductory visit and assessment will take place with all dogs/pets prior to using FFF services. FFF reserves the right to refuse to provide services for any dog/pet where it is deemed in our absolute discretion to be, or have the potential to be, dangerous or disruptive.
1.2. The Client agrees that on booking services for their dog(s)/pet(s), FFF has relied on the Client’s representation that their dog(s)/pet(s) is in good health and has not harmed or shown aggressive or threatening behaviour to any individual and or any other dog or pet, and the Client agrees to notify us immediately of any unwelcome, aggressive, procreative or dangerous behaviour of their dog/pet that has the potential to cause harm to any other individual or dog/pet.
1.3. The Client must inform us of any allergies or intolerances that their dog/pets may have.
1.4. FFF will not agree to provide services for aggressive animals.
1.5. We will ensure all reasonable care is taken to look after your pet, and whilst we will make every effort to ensure your pet is well looked after in your absence, FFF cannot be held liable for any loss, injury or death to a pet either inside or outside of the home whilst in our care.
1.6. FFF will ensure that appropriate insurance is maintained, including Public Liability cover. The insurance only covers FFF, for the duration of the selected service and only for the services agreed.
1.7. The Client is responsible for the full cost of treatment of any injuries or illness that their dog and/or pet receives whilst under the care of FFF, including any other associated costs e.g. call-out charges.
1.8. Pet Insurance is always recommended for peace of mind.
1.9. The Client must provide us with the name and contact number of someone who can be contacted in emergencies and who is capable and authorised to make decisions about their pet in the event of an emergency. If the contact is not available, the Client authorises the staff of FFF to seek such veterinary advice and/or treatment and make decisions (on veterinary advice) that is in the best interests of the animal. Where possible this will be carried out by the Client’s usual/preferred vet, but this cannot be guaranteed and the Client accepts that we may use any registered Vet. The Client agrees to pay all such costs immediately on pick-up of their dog, or by agreement with FFF. We will always endeavour to contact either the Client or Emergency Contact prior to independently seeking veterinary advice and/or treatment.
1.10. The Client agrees to provide keys or arrange access to dogs and/or pets for the agreed service and appointment; failure to do so will result in the cancellation of that day’s service and will be paid for in full by the Client. FFF will ensure that all keys provided are kept secure and will not be stored with identifying address details. The Client should advise on the use of burglar alarms or any other security devices. The Client must ensure that other pets within the house that are not allowed outside (e.g. cats) are kept away from access doors.
1.11. The Client consents to their dog/pet being photographed and videoed and to photos or videos being used in any media or marketing by FFF. All such media will remain our property.
1.12. Agreement Authority: By signing the Service Agreement sent to you following a Meet & Greet, you are formally agreeing to these Terms and Conditions. This agreement governs the initial booking and all subsequent bookings made between FFF and the Client.
2.0 Bookings
2.1. No bookings will be confirmed until an introductory visit and assessment has been carried out, a “Pet/Dog Information Sheet” has been completed, and the Client has signed agreement of these Terms and Conditions.
2.2. The Client must inform FFF of any changes to the information provided on the “Pet/Dog Information Sheet”, including contact numbers, emergency contact details, pet’s care needs and any other pertinent information.
2.3. Bookings can be made by telephone, email or via our website and will be confirmed by email or messaging (subject to availability).
2.3.1. Monthly/Recurring – Continuous bookings for regular services must allow sufficient notice before the start of the booking period. Due to high demand, recurring time slots are strictly subject to availability and payment compliance.
2.3.2. Ad-hoc – Periodic and occasional use of services, subject to schedule availability.
2.4. FFF will provide a time slot during which walks/visits will occur; this interval may be amended in the event of unforeseen circumstances.
2.5. We will provide 2 months’ notice of staff holidays greater than 1 week to allow Clients time to make alternative service arrangements.
2.6. Same-Day Bookings: FFF may accept same-day dog walking requests, provided a minimum of 1 hour’s notice is given. Availability is not guaranteed and same-day bookings may be subject to a £5 surcharge to account for schedule adjustments.
3.0 Payments
3.1. Our prices are as published on the website and can be provided to the Client on request. Our rates are competitive for the services provided and are non-negotiable.
3.2. On confirmation of the booking, FFF will invoice for services as per the type of booking (weekly, monthly, or ad-hoc).
3.3. FFF accepts payment by bank transfer.
3.4. Upfront Payment Terms: Full payment for all services must be made in advance. Payment must clear in full at least 24 hours prior to the scheduled service start time (or by the specified invoice due date).
3.5. Non-Payment & Suspension of Service: FFF strictly reserves the right to suspend or withhold services if an account has an outstanding balance. If payment has not cleared 24 hours prior to a scheduled walk or visit, FFF will not attend the appointment.
3.6. FFF reserves the right to request a non-refundable deposit for services booked.
3.7. Loyalty Rate: FFF offers a 10% discount for clients who book a block of 4 or more Fauna services (e.g., walks or pop-ins). To be eligible for this rate, payment must be made upfront and in full at the time of booking.
3.8. Uncleared Balances: Non-attendance resulting from payment failing to clear at least 24 hours in advance will be treated as a late cancellation by the Client and remains payable in full.
4.0 Cancellations
4.1. Standard Individual Cancellations: For individual walks or visits, the Client may cancel or request to reschedule the service up to 24 hours prior to the scheduled start time without charge. Upon valid notice, any issued unpaid invoice will be adjusted or cancelled, or cleared funds held as credit toward future bookings.
4.2. Late Cancellations (<24 Hours): Cancellations made with less than 24 hours’ notice, or sessions unable to go ahead due to uncleared balances within 24 hours, will be charged in full. Issued invoices for late cancellations remain due and payable in full.
4.3. Termination of Ongoing Service: For ongoing regular bookings, the Client is required to provide at least 7 days’ written notice to permanently cancel or terminate their recurring service arrangement.
4.4. Ad-hoc Bookings: The Client may cancel an ad-hoc booking block up to 48 hours prior to the start date of that specific booking block.
4.5. If the required notice is not given, FFF reserves the right to charge in full for the cancelled services.
4.6. We understand unexpected emergencies arise; please contact us as soon as possible should such circumstances occur.
4.7. FFF reserves the right to cancel any service on short notice in the event of illness, accidents, extreme weather, or other unforeseen circumstances. In such an event, services will not be charged.
4.8. FFF reserves the right to cancel any booking/service with immediate effect if a pet does not respond well to the walker/carer, if payment terms are repeatedly breached, or if the working relationship becomes untenable.
5.0 Terms and Conditions – Dog Walking
5.1. All dogs being walked will undergo a trial period to ensure they are adequately trained and socialised.
5.2. FFF offers services where dogs co-mingle. The Client accepts that during normal dog play, their dog may sustain injuries despite our best supervision.
5.3. We are likely to transport your dog(s) to and from walking locations by vehicle. FFF will ensure the safe and secure transport of all dogs and maintain appropriate insurance.
5.4. All dogs will be exercised on a lead unless an “Off Lead Consent Form” has been signed. Off-lead exercise remains at the discretion of FFF staff.
5.5. All dogs must be fully vaccinated and on a regular flea and worm control regime.
5.6. The Client agrees that FFF is not responsible if their dog contracts Kennel Cough while attending services.
5.7. FFF will not provide services to dogs with contagious diseases. We reserve the right to refuse service until satisfied that the condition is resolved.
5.8. FFF will not provide dog walking services to bitches while in season or pregnant; Pet Pop-Ins may be booked instead.
5.9. All dogs must be microchipped and provided with secure collars/leads.
5.10. In the event of a dog going missing, we will notify the Client and advise them to help with a search should the dog be missing for longer than 30 minutes.
5.11. FFF will apply best personal judgement in extreme weather or if a dog becomes ill, which may include cutting walks short or providing an alternative Pet Pop-In.
5.12. If a dog is visibly unwell or refuses to walk upon our arrival, FFF reserves the right to cancel the walk and charge for a Standard Pet Pop-In instead.
5.13. FFF will make every effort to drop off a clean dog, but cannot guarantee full cleanliness. Clients are asked to leave towels by access doors.
6.0 Terms and Conditions – Pet Pop-Ins
6.1. FFF will take necessary steps to ensure your home is secure, however we cannot be held responsible for burglaries or damage caused by your pets.
6.2. We will follow instructions for administering medications but cannot be held responsible for complications that arise as a result.
6.3. The Client must provide all items necessary for their pet’s care. If additional supplies must be purchased by us, the Client is responsible for reimbursement.
