Terms & Conditions / Advisory Notes

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Last updated: September 2026

These Terms & Conditions apply to all services provided by New Forest Pet Services ("we", "us", "our") to the client ("you", "your").

By registering with New Forest Pet Services and booking or using any of our services, you confirm that you have read, understood and agreed to these Terms & Conditions.

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Our current services include:

• Dog Walking

• Home Visits

• Evening & Overnight Pet Sitting

• Continuous Care

• 1:1 Everyday Dog Training

• Dog Grooming

• Cat & Small Pet Grooming

 

1. REGISTRATION & CONSULTATION

Before any service is provided, clients must complete our registration process and provide all information reasonably required to care for their pet safely.

This may include:

• Your contact details

• Emergency contact details

• Veterinary details

• Pet's medical and health information

• Vaccination information where relevant

• Microchip information

• Behavioural information

• Feeding and medication requirements

• Access instructions and keys

• Any other information relevant to your pet's care

For pet sitting, home visits and other services taking place in your home, a consultation may be required before the first booking.

For grooming and training, we may need to meet your dog before accepting an appointment where we feel this is necessary to assess their needs.

You are responsible for ensuring that all information provided to us is accurate and kept up to date.

 

2. BOOKINGS

Bookings are only confirmed once we have received the information required to provide the service safely and have confirmed the booking with you.

We reserve the right to decline a booking where we do not believe we can safely or appropriately meet the needs of the animal.

Specific arrangements, including arrival and collection times, service duration and any additional requirements, will be agreed at the time of booking.

For services taking place in your home, we will require suitable access arrangements, including keys or agreed access instructions where necessary.

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3. PAYMENTS

Payment for services is due 48 hours before the service or appointment begins, unless an alternative payment arrangement has been agreed in advance.

We accept:

• Card

• Bank transfer

• Cash

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Regular Clients & Payment Arrangements

For clients using regular services such as ongoing dog walking, home visits or training, we may agree an alternative payment arrangement, such as weekly or monthly invoicing/payment in arrears.

Any payment arrangement must be agreed with New Forest Pet Services in advance and may be withdrawn if payments are repeatedly late or missed.

Pet Sitting

Pet sitting bookings must normally be paid for 48 hours before the booking commences, unless an alternative arrangement has been agreed.

Grooming

Grooming appointments must be paid for 48 hours before the appointment, unless otherwise agreed.

Late Bookings

Where a booking is made less than 48 hours before the service is due to begin, payment will normally be required at the time of booking.

 

4. LATE PAYMENT

Where payment is not received by the agreed due date, New Forest Pet Services reserves the right to apply a £5 per day late payment charge until the outstanding balance has been paid.

Repeated late or missed payments may result in:

• Future services being offered on a payment-in-advance basis;

• Existing payment arrangements being withdrawn; and/or

• Future bookings being declined.

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5. CANCELLATIONS

We understand that circumstances change and will always try to be reasonable where possible.

However, appointments are reserved specifically for your pet and cannot always be filled at short notice.

Dog Walking, Home Visits & Training

Where possible, we ask for at least 48 hours' notice of cancellation.

Cancellations made with less than 48 hours' notice may be charged at the full booking rate.

Pet Sitting

Pet sitting bookings are made specifically for the dates and times requested and may prevent us from accepting other bookings.

Cancellation terms will be confirmed at the time of booking. Where a booking is cancelled at short notice, payment may be due in full.

Grooming

Grooming appointments cancelled or rearranged with less than 48 hours' notice may be charged in full.

Failure to attend a grooming appointment without notice will be treated as a cancellation and the full appointment fee may be charged.

We will always consider genuine emergencies and exceptional circumstances on an individual basis.

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6. PRICES

Our prices are published on our website and may vary depending on the service and your pet's individual requirements.

Grooming prices are particularly subject to variation because coat type, condition, size, behaviour and the time required can differ considerably between individual dogs, including dogs of the same breed.

Any additional work or charges that become necessary will be discussed with you wherever reasonably possible before proceeding.

We reserve the right to review and amend our prices when necessary. Reasonable notice will be given of any changes to ongoing services.

 

7. PET INFORMATION & BEHAVIOUR

You must provide accurate and complete information about your pet when registering and booking services.

This includes any known:

• Behavioural issues

• Aggression or attempted biting

• Fear or anxiety

• Reactivity towards people or animals

• Resource guarding

• Escape behaviour

• Separation-related behaviours

• Handling difficulties

• Previous incidents involving people or animals

• Medical conditions

• Allergies or sensitivities

• Medication

• Previous grooming or handling difficulties

We would much rather you tell us about a concern in advance so that we can discuss an appropriate and safe approach.

Failure to disclose relevant information may result in additional charges, the service being stopped or future bookings being declined.

 

8. PROHIBITED DOG TYPES & INSURANCE RESTRICTIONS

Dogs We Cannot Accept

Unfortunately, New Forest Pet Services is unable to accept any dog that falls within a prohibited type under the Dangerous Dogs Act 1991, as our business insurance does not provide cover for these dogs.

The currently prohibited types in the UK are:

• Pit Bull Terrier

• Japanese Tosa

• Dogo Argentino

• Fila Brasileiro

• XL Bully

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The legislation refers to prohibited types, rather than simply registered pedigree breeds. Whether a dog is considered to be a prohibited type can depend on its physical characteristics.

This policy applies to all New Forest Pet Services, including:

• Dog walking

• Home visits

• Evening & overnight pet sitting

• Continuous Care

• 1:1 dog training

• Dog grooming

XL Bully Dogs

XL Bully dogs are a prohibited type under current legislation in England and Wales. An XL Bully can only legally be kept where the applicable exemption requirements have been met and a valid Certificate of Exemption is held.

However, regardless of whether an XL Bully has a valid Certificate of Exemption, New Forest Pet Services cannot accept XL Bully dogs for any service because they are excluded from our business insurance.

The same applies to any other dog that falls within one of the prohibited types listed above.

If you are unsure whether your dog may fall within a prohibited type, please discuss this with us before attempting to make a booking.

 

9. DOG WALKING

Dogs must be suitable for the type of walk booked.

Where dogs are walked alongside other dogs, they must be appropriately socialised and able to safely interact with people and other animals.

Where a dog is not comfortable around other dogs, a Solo Walk may be recommended.

Dogs will generally remain on a lead unless specific arrangements have been discussed and agreed in advance.

We reserve the right to change the type, duration or location of a walk where we believe this is necessary for the dog's safety or wellbeing.

Walks may be shortened, modified or postponed in extreme weather conditions, including excessive heat, storms or other conditions that could place dogs or people at risk.

 

10. HOME VISITS

Home visits are designed to provide companionship, feeding, toilet breaks, enrichment and general care according to your pet's individual requirements.

We will follow the instructions provided by you wherever reasonably possible.

You are responsible for providing all food, medication, equipment and supplies required for your pet's care.

We will make reasonable efforts to clean up after pets during visits, but cannot be held responsible for permanent stains or damage caused by the pet.

Additional cleaning requirements caused by excessive soiling, repeated accidents, incontinence or similar circumstances may incur an additional charge where the level of work is significantly beyond normal pet care.

 

11. EVENING & OVERNIGHT PET SITTING

Our standard Evening & Overnight Pet Sitting service is normally provided between approximately 7:00pm and 7:00am, unless different arrangements have been agreed.

Bookings are charged according to the agreed care period and our current pricing structure.

Where earlier arrival or later departure is requested, additional charges may apply.

Clients must provide accurate information about their pets' routines, behaviour and care requirements before booking.

 

12. CONTINUOUS CARE

Continuous Care is a separate premium service for dogs who cannot safely or comfortably be left alone.

This service requires substantially more of our time and availability than a standard overnight sit and is therefore charged at a higher rate.

You must tell us before booking if your dog:

• Cannot be left alone;

• Has significant separation-related behaviours;

• Requires continuous supervision;

• Has significant medical or care requirements; or

• Is likely to become distressed or unsafe if left alone.

A standard Evening & Overnight Pet Sitting booking must not be used for a dog who requires continuous daytime supervision.

The exact requirements and price for Continuous Care will be agreed before the booking is confirmed.

 

13. MULTIPLE PETS

We are happy to care for multiple pets from the same household where we are satisfied that we can safely and appropriately meet their individual needs.

Additional charges apply according to our current price list.

You must provide information about every animal requiring care, including any behavioural, medical or handling requirements.

 

14. PET HEALTH & VACCINATIONS

You are responsible for ensuring that your pet is appropriately vaccinated and protected against infectious diseases where recommended for the service being provided.

Dogs must be microchipped where legally required.

You must inform us if your pet develops any illness, infectious condition, parasite infestation or other health problem.

We reserve the right to postpone or refuse a service where we believe providing it could place your pet, other animals or people at risk.

 

15. EMERGENCIES & VETERINARY CARE

You must provide the name and contact details of someone who can make decisions regarding your pet if you cannot be contacted.

If an emergency occurs and we cannot reach you or your nominated emergency contact, we reserve the right to seek veterinary advice and take reasonable action in what we believe to be the best interests of the animal.

Any veterinary fees, medication costs or other expenses incurred on behalf of your pet are the responsibility of the owner.

Where possible, we will contact you before authorising non-emergency treatment.

 

16. GROOMING

Grooming is carried out with the welfare, comfort and safety of the animal as our priority.

Before grooming, we may assess your pet's:

• Coat condition

• Skin

• Ears

• Nails

• General physical condition

• Behaviour and handling tolerance

The owner must inform us of any known medical, physical, emotional or behavioural conditions, allergies, sensitivities, previous injuries or veterinary concerns.

Where appropriate, grooming may be modified or stopped if continuing would compromise the animal's welfare.

We will not compromise a dog's health or wellbeing simply to achieve a particular haircut or appearance.

 

17. Matting & COAT CONDITION

Severely matted coats can cause discomfort and may hide irritated, damaged or infected skin.

Our priority is always the welfare of the animal.

Where matting cannot reasonably be brushed out without causing significant discomfort, we may recommend clipping the coat shorter.

Additional charges may apply for severe matting because of the additional time and care involved.

We will discuss significant coat issues with you wherever reasonably possible before proceeding.

 

18. GROOMING BEHAVIOUR & SAFETY

Please be completely honest with us about your pet's behaviour and previous grooming experiences.

Some animals may find grooming frightening, stressful or difficult. We will use patience, appropriate handling and welfare-focused techniques wherever possible.

We reserve the right to stop a grooming appointment if:

• The animal is becoming excessively distressed;

• The animal presents a risk of injury to themselves;

• The animal presents a risk of injury to the groomer;

• Continuing would compromise the animal's welfare; or

• The required grooming cannot safely be completed.

If an appointment has to be stopped, the grooming fee may still be payable to cover the time reserved and work undertaken.

 

19. 1:1 DOG TRAINING

Our 1:1 Everyday Dog Training service is tailored to the individual dog and owner.

Training advice and exercises will be provided based on the information available to us and the goals discussed during the session.

Owners remain responsible for implementing training and managing their dog safely between sessions.

We cannot guarantee a particular behavioural outcome, as progress depends on many factors including consistency, the dog's individual history, environment and the owner's ongoing involvement.

Where a dog's behaviour presents a significant safety concern or requires specialist behavioural or veterinary intervention, we may recommend seeking additional professional support.

 

20. KEYS & ACCESS

Where keys are provided for home visits or pet sitting, they will be treated with reasonable care and kept securely.

You must ensure that we have appropriate access to your property for the duration of the booking.

If we are unable to access the property because of missing, faulty or incorrect keys, access codes or instructions, we cannot guarantee that the scheduled service can be completed.

Any additional call-out or travel costs resulting from failed access may be charged.

 

21. DAMAGE, LOSS & ESCAPE

We will take reasonable care to prevent pets from escaping, becoming injured or causing damage.

However, animals are unpredictable and we cannot accept responsibility for loss, injury or damage resulting from circumstances outside our reasonable control.

You must inform us of any known escape behaviour, destructive behaviour, door-dashing, fence-jumping or other relevant risks.

Where your pet causes damage to property, another animal or another person, the owner may be responsible for any resulting costs.

 

22. INSURANCE & VETERINARY COSTS

New Forest Pet Services maintains appropriate business insurance for the services we provide.

However, our insurance does not cover prohibited dog types listed in Section 8, and we therefore cannot accept these dogs for any service.

Owners are strongly encouraged to maintain suitable pet insurance.

The owner remains responsible for veterinary bills and other costs arising from illness, injury or pre-existing conditions occurring while the pet is in our care, except where liability is established as being directly attributable to our negligence.

 

23. PHOTOGRAPHS & SOCIAL MEDIA

We may take photographs or short videos of pets while providing our services.

These may be used for New Forest Pet Services' website, social media or other promotional purposes only where the owner has given appropriate permission.

If you do not wish photographs or videos of your pet to be used for promotional purposes, please tell us when registering or at any time afterwards.

 

24. OTHER PEOPLE PROVIDING CARE

On occasion, we may have a family member, colleague or other suitable person assist with a service where necessary.

Where another person is involved in your pet's care, they will be given appropriate information about your pet and the requirements of the booking.

We will remain responsible for managing the service.

 

25. ANNUAL LEAVE & UNAVAILABILITY

New Forest Pet Services is an independent business and will occasionally need periods of annual leave or time away from work.

Where possible, clients with ongoing services will be given reasonable notice of planned periods of unavailability.

We will make reasonable efforts to provide advance notice and, where appropriate, discuss alternative arrangements.

 

26. DATA PROTECTION

All personal information provided to New Forest Pet Services will be treated confidentially and handled in accordance with applicable UK data protection legislation.

Information will only be collected, stored and used for legitimate business purposes, including providing services, communicating with clients, managing bookings and dealing with emergencies.

Please refer to our separate Privacy Policy for full details.

 

27. CHANGES TO THESE TERMS

We reserve the right to update these Terms & Conditions when necessary.

Where changes materially affect existing clients or ongoing services, reasonable notice will be provided.

The latest version will be available through our website and/or booking system.

 

28. ACCEPTANCE

By completing registration and booking or using any service provided by New Forest Pet Services, you confirm that:

• You have read and understood these Terms & Conditions.

• The information you have provided about your pet is accurate and complete.

• You have disclosed any known medical, behavioural or other relevant issues.

• You understand that prohibited dog types cannot be accepted for any New Forest Pet Services.

• You agree to pay the applicable charges.

• You understand and accept the cancellation and booking conditions.

• You agree to inform us of any changes to your pet's health, behaviour or circumstances that may affect their care.

 

New Forest Pet Services

Love and Care Whilst You're Not There.