FAQs
Where are you based?
Kitt is based in Thame and Shannon and Sarah are based in Long Crendon. We cover Thame and the surrounding villages including but not limited to Chinnor, Haddenham, Long Crendon and Shabbington.
Do you do dog sitting?
We primarily focus on dog walking but you can use the Contact Us form and if we can help we will see what we can do to assist. This may involve directing you to other dog sitting services in the area.
Do you only walk one dog at a time?
Our main aim is to provide your dog with the best experience possible on their walk. We typically only walk one walk at a time but may walk more than one from the same household or where two owners have agreed they are happy for the dogs to be walked together. This is by arrangement in advance however and shouldn’t be assumed.
Will my dog be socialised?
We totally take your guidance on this. On most of our walks we will encounter other dogs and based on your instruction and our feeling for the dog we will let them socialise as much as possible. This can include off the lead time with other dogs if the environment is suitable, if you have agreed and if we are confident doing so based on our experience with the dog.
Terms and Conditions
Last Updated: December 1st, 2024
1. Introduction and Definitions
1.1 These Terms and Conditions govern the services provided through Smart Little Pups Limited ("we", "us", "our", "the Company"), registered in England and Wales.
1.2 In these Terms and Conditions:
- "Client" or "Pet Owner" means the person or entity booking dog walking services
- "Walker" means an independent contractor providing dog walking services through our platform
- "Services" means dog walking services arranged through our platform
- "Platform" means our Acuity Scheduling booking system and associated website www.smartlittlepups.co.uk
2. Nature of Our Services
2.1 Smart Little Pups Limited provides dog walking services both:
- Directly through our founder and company director Kitt Gilbert Scott
- Through our platform connecting Pet Owners with independent dog walkers
2.2 With the exception of Kitt Gilbert Scott who is employed by the company, all other walkers are independent contractors and not employees of Smart Little Pups Limited. We facilitate the connection between Pet Owners and independent walkers but are not party to the service agreement between them.
2.3 While we conduct basic screening of independent walkers, we do not guarantee or take responsibility for their services. Pet Owners should satisfy themselves as to the suitability of any independent walker.
2.4 Walker Selection and Status:
- When booking through the Acuity Scheduling platform, you will be presented with available walker options
- If you select 'Kitt' as your walker, your service will be provided by Kitt Gilbert Scott as a direct employee of Smart Little Pups Limited
- If you select any other walker name, your service will be provided by that person acting as an independent contractor through our platform
- You can view walker profiles and availability directly through the booking system when making your selection
3. Booking and Payment
3.1 Bookings must be made through our Acuity Scheduling platform. Any private arrangements made between walkers and Pet Owners outside our platform are not covered by these terms.
3.2 Pricing Structure:
- Current service rates are displayed on our website and booking platform
- We operate a tiered pricing structure which may include:
* Standard single-booking rates
* Discounted rates for pre-purchased packages of multiple walks
* Different rates based on payment timing and booking frequency
- Package walks must be used within 6 months of purchase unless otherwise specified
- Package walks are non-refundable but may be transferable with our prior written agreement
- We reserve the right to modify our pricing structure, rates, and available packages with a minimum of 30 days' notice to existing clients
- Any changes to pricing will not affect pre-purchased packages during their valid usage period
3.3 Payment Processing:
- When making a booking through our Acuity Scheduling platform, you authorise Smart Little Pups Limited to collect payment through Stripe
- Payment may be collected at the time of booking or at a later date through the authorised payment method
- By making a booking, you agree to maintain sufficient funds in your account to cover the cost of services
- You authorise us to charge your payment method for any services booked through our platform
- If payment collection fails, we reserve the right to suspend services until payment is received
3.4 Cancellations, No-Shows and Access Issues:
3.4.1 Cancellations:
- Cancellations made more than 48 hours before the scheduled service can be cancelled by the client through the Acuity Scheduling platform for a full refund
- Cancellations made less than 48 hours before the scheduled service are non-refundable
- While we maintain this policy to ensure business sustainability, we may consider refunds in exceptional circumstances
3.4.2 No-Shows and Access Issues:
A 'no-show' occurs when:
- We are unable to access the property at the scheduled time due to incorrect or missing access information
- No one is home when expected to provide access
- The dog is not at the property when we arrive for the scheduled walk
- We cannot safely access the property due to circumstances within the client's control (e.g., broken key, changed locks, security system issues)
- We are unable to contact you or your emergency contact within 10 minutes of arrival
In the event of a no-show:
- The full service fee will be charged
- We will send you photographic evidence of our attempted visit via WhatsApp or email
- We will attempt to contact you and/or your emergency contact
- After waiting for 10 minutes, our walker will need to proceed to their next appointment
- Repeated no-shows may result in the requirement for advance payment for future bookings or suspension of service
3.4.3 Client Responsibilities:
To avoid no-show situations, clients must:
- Ensure we have up-to-date access information
- Notify us of any changes to security systems or access methods
- Provide working keys/codes that have been tested
- Keep emergency contact information current
- Alert us as soon as possible if you become aware of any access issues
4. Service Delivery
4.1 Walking Times and Access:
- Booking slots indicate approximate visit times
- Where we have independent access to the property, actual arrival may be up to 30 minutes before or after the booked time slot
- If you need a precise arrival time (for example if you will be home to hand over your dog), please note this in your booking
- Our priority is ensuring each dog receives their full walk duration while maintaining efficient routes between clients
4.2 Weather and Safety:
- Services may be modified or cancelled in severe weather conditions
- The walker will make reasonable judgement about safe walking conditions
- Where possible, the scheduled walk time may be adjusted within the same day
- If no alternative time is possible, the walk will be credited to the client's account
4.3 Walker Illness or Unavailability:
- In case of walker illness or emergency, we will attempt to provide a replacement walker
- If no replacement is available, the walk will be credited to the client's account
- We will provide as much advance notice as possible of any changes
4.4 Service Modifications:
- The duration of each walk remains as booked regardless of arrival time
- We reserve the right to adjust walking routes based on weather, safety considerations, or other operational requirements
- Any significant changes to the service will be communicated to the client
5. Pet Owner Responsibilities
5.1 Pet Owners must:
- Provide accurate information about their dog's health, behaviour, and needs
- Ensure their dog is appropriately vaccinated and licensed
- Provide necessary equipment (lead, collar with ID)
- Ensure home access arrangements are in place
- Maintain adequate pet insurance
6. Insurance and Liability
6.1 Smart Little Pups Limited maintains general business insurance, but this does not replace the need for Pet Owners to maintain their own pet insurance.
6.2 We are not liable for:
- Any injury, illness, or death of a pet during services
- Property damage caused by pets
- Injuries caused by pets to third parties
- Actions or omissions of independent walker contractors
7. Data Protection
7.1 We process personal data in accordance with our Privacy Policy and applicable data protection laws.
8. Modifications to Terms
8.1 We reserve the right to modify these terms with reasonable notice. Continued use of our services constitutes acceptance of modified terms.
9. Governing Law
9.1 These terms are governed by English law. Any disputes will be subject to the exclusive jurisdiction of English courts.
10. Contact Information
Smart Little Pups Limited
(Contact form available on website)
124 City Road, London, EC1V 2NX
Company Registration Number: 15794624