Service Agreement

The Customer wishes to engage inspiring tails to fulfil services, and inspiring tails agrees to undertake services (hereafter referred to as the “Services”) as set out in the Service Invoice and in accordance with the policy and practices document (“Terms and Conditions”) and subject to the terms and conditions of this Agreement.

Commencement Date and Duration
1. This Agreement shall commence from the date of signing and shall remain in effect until either party terminates the arrangement as per the Termination clause in the Terms and Conditions section of the Agreement.
2. A cooling off period shall be in effect should this Service Agreement be signed in the Customer’s home. The cooling off period is not applicable if the Service Agreement is signed on inspiring tails premises. The cooling off period is 14 (fourteen) days. The Customer is entitled to cancel this Service Agreement and incur no penalty on the condition that no Services have been booked for specific dates, and / or no deposits have been paid. In the event that Services have been booked for specific dates, any deposits have been paid or the Customer has asked for the Services commence within the 14 (fourteen) day cooling off period, the Customer is deemed to have waived their right to a cooling off period.
The Offering of Services
1. inspiring tails shall perform the Services in an attentive, reliable and caring manner, using all reasonable skill and care, having due regard to the Terms and Conditions and any relevant information as noted on the Service Invoice.
2. inspiring tails shall be responsible for ensuring that it complies with all statutes, regulations, byelaws, standards, code of conduct and any other rules relevant to the provision of Services.
3. inspiring tails shall act in accordance with all reasonable instructions given by the Customer provided such instructions are compatible with the specification of Services provided in the Terms and Conditions section of the Agreement. For the avoidance of doubt, where the Customer’s wishes conflict with relevant current UK legislation, the legislation prevails.
Customer’s Obligations
1. The Customer shall read and agree to follow the pertinent information in the Terms and Conditions section of the Agreement, as is applicable for the required Services.
2. The Customer shall use all reasonable endeavours to provide information to inspiring tails necessary for inspiring tails to provide Services.
3. The Customer authorises inspiring tails to carry out the Services.
4. The Customer agrees that the information provided to inspiring tails is true to the best of their information, knowledge and belief.
5. The Customer may issue reasonable instructions to inspiring tails in relation to inspiring tails ’ provision of Services. Any such instructions should be compatible with the specification of Services provided in the Terms and Conditions.
Booking and Cancellations
1. Bookings discussions shall not be considered as ‘confirmed’ until inspiring tails provides the Customer with a confirmation in writing for the services booked.
2. For ‘Set Day’ services (such as a dog that is walked every Wednesday under a rolling agreement), 48 (forty eight) hours’ notice is required to cancel individual walks, or a 100 % (one hundred percent) cancellation fee is charged. Customers are required to give 2 (two) weeks’ notice to cancel multiple walks in a week (or multiple weeks), for instance, due to a holiday. If inspiring tails can fill the space with another guest, the cancellation fee shall not be applicable.
3. For ad hoc and irregular services, 48 (forty eight) hours’ notice is required to cancel booked services, or a 100% (one hundred percent) cancellation fee is charged. If inspiring tails can fill the space with another guest, the cancellation fee shall not be applicable.
4. Each date that is booked for Walking Services is a unique and individual request. Moving or transferring walking dates is considered a cancellation and a re-book of services and is subject to the standard cancellation policy. If the cancelled dates can be filled by another guest, the cancellation fee shall not be applicable.
5. Customers agree that if the Services are not used for 3 (three) months or more, a new Registration Form must be completed, and the dog may need to undertake a further trial or assessment prior to booking.
6. inspiring tails shall use all reasonable endeavours not to cancel booked services, however if cancellation is necessary at short notice due to illness, all monies paid for the Services shall be returned to the Customer. An exception to this rule is cancellations due to extreme weather, which has a section within this document.
7. inspiring tails shall give the Customer at least 1 (one) months’ notice for planned holidays and absence.
Fees and Payment
1. inspiring tails will charge the Customer for the Services as quoted in the Service Invoice (the “Fees”) and the Customer agrees to pay inspiring tails the Fees, promptly when they fall due.
2. Approved payment methods are listed on the Service Invoice.
3. Payment for all services is required in advance of the services being carried out.
4. Bookings for Services to be carried out on a public holiday shall be charged at 1.5 x the standard rate (one and a half), and Services booked to be carried out on ‘special days’ are charged at 2 x the standard rate (two). ‘Special Days’ shall be defined as Good Friday, Easter Sunday, Easter Monday, Christmas Day, Boxing day, New Years Eve, New Years Day.
5. Weekend services may be charged at a different rate to weekday services and will be documented in the written invoice.
6. The Customer agrees to pay for any damage to property or possessions arising from the behaviour of their dog whilst in inspiring tails vehicles on presentation of a valid receipt for replacement goods, or a quote for damage repair.
7. The Customer agrees to pay for any additional fees for providing emergency care, as well as any expenses incurred for unexpected additional visits on presentation of a valid receipt.
8. If the Customer fails to make payment on a due date, then inspiring tails shall, without prejudice to any other rights or remedies of inspiring tails , have the right to charge the Customer interest on a weekly basis at the rate of £15 (fifteen) per week.
9. Should any payment due under this Agreement remain unpaid for 28 (twenty eight) days after it falls due, inspiring tails will be relieved of their contractual obligations under this Agreement to provide the Services until such time as payment is made.
Pricing and Rate Reviews
1. Service rates are reviewed annually. Customers shall be given a minimum of 1 (one) months’ notice of planned price changes.
2. Any Service Invoices already issued and paid shall be honoured at the price issued regardless of subsequent changes to Service rates.
Termination
1. The relationship between inspiring tails and the Customer shall remain in place until either party give notice in writing. The relationship shall not be severed until all Services that have been paid or, or partially paid for, have been provided. Should the Customer wish to terminate the relationship without using the Services that have already been paid for, no refund shall be issued.
2. Customers using ‘Set Day’ services are required to give 4 (four) weeks’ notice to leave the services.
3. inspiring tails reserve the right to terminate services with immediate effect if a pet shows undeclared aggression toward people or other animals.
Standards and Insurance
1. inspiring tails agree to provide a professional and reliable service to their customers. All animals under the care of inspiring tails will be given the full care and attention needed to make their experience both fun and safe.
2. Customers, however, must accept that accidents or illness may occur in such a manner that can neither be foreseen nor prevented by inspiring tails . The Customer shall indemnify inspiring tails , who shall be held harmless in the following circumstances, unless the company can be shown to be negligent:

In the event that a Customer's pet causes harm to a person or another animal, or damages property;
If a Customer's pet is injured or involved in, or causes an accident;
If a Customer's pet causes a third party to claim for damages by way of injury to a person or an animal, or damage to property. In such cases, the Customer will indemnify inspiring tails against such claims and will liaise directly with the claiming third party.

Where negligence is proven by the Customer, claims shall be settled within the boundaries of the company’s business insurance policy.
inspiring tails is covered by third party liability insurance, but it is highly recommended that Customers have their own pet insurance to cover liability claims from a third party.

Veterinary Waiver
1. If a pet is taken sick or injured during the period of the Service, inspiring tails shall notify the Customer as quickly as is reasonably practical using all reasonable methods of communication available to both parties, to request guidance. In the event that inspiring tails is not able to contact the Customer or the Customer’s Emergency Contact, inspiring tails shall take the pet to a Veterinary Practice on behalf of the Customer and make the best possible medical decisions for the pet with the recommendation and support of a Veterinary Professional. Any veterinary bills shall be directly chargeable to the Customer.
2. inspiring tails shall use its best efforts to use the pet’s normal Veterinary Practice wherever possible. The Customer authorises inspiring tails to appoint an alternative Veterinary Practice to examine the pet and carry out such treatment or surgery as may be appropriate if the pet’s normal Veterinary Practice is not available, or the geographic location and severity of the injury predicates that the nearest Veterinary Practice must be used.
3. By signing this Agreement, the Customer gives inspiring tails the authority to discuss a pet’s health and treatment with a Veterinary Professional in accordance with Global Data Protection Regulation (GDPR) (and subsequent revisions of the legislation). The Customer also gives inspiring tails permission to present and share this signed Agreement with a Veterinary Practice where it is necessary under GDPR to manage a pet’s care.
Aggressive or Unsocial Animals
1. Should any pet become aggressive or dangerous, inspiring tails shall, in their sole discretion take whatever action they consider necessary in the best interest of the animal, other animals or people which may be encountered. The potential actions that inspiring tails shall take are listed for each Service in the Terms and Conditions section of this Agreement.
Customer Complaints
1. Customer complaints must be received in writing within 7 (seven) calendar days of the end of the service which has triggered the complaint. inspiring tails shall respond to the Customer within 7 (seven) calendar days of receipt of the complaint. inspiring tails shall use all reasonably practical measures in order to resolve the issue, and discussions about the complaint are made in good faith.
Force Majeure
1. Neither party shall be liable in damages or have the right to terminate this Agreement for any delay or default in performing its obligations under this Agreement caused by conditions beyond its control including but not limited to acts of God, war, strikes, fires, floods, governmental restrictions or power failures.
2. The Party (the “Affected Party”) prevented from carrying out its obligations shall give notice to the other Party of an Event of Force Majeure upon it being foreseen by, or becoming known to, the Affected Party.
Assignment
1. inspiring tails shall be entitled to perform any of the obligations undertaken by it through any other member of its group or through suitably qualified and skilled sub-contractors. Any act or omission of such other member or sub-contractor shall, for the purposes of this Agreement, be deemed to be an act or omission of inspiring tails .
Data Protection and Privacy
1. Personal information shared with inspiring tails for the purpose of using Services will not be sold or shared with third parties, in accordance with GDPR 2018 (or subsequent revision). Information is held on paper and electronically for periods required by HMRC.
2. In accordance with GDPR, the Customer gives inspiring tails permission to share information from this signed Agreement with Veterinary Practices as is necessary to provide care and gives the Veterinary Practice permission to discuss pet care with inspiring tails where the Customer is not able to be contacted.
3. Customers are advised that inspiring tails may take and use photographs of pets for marketing purposes; however, no specifics pertaining to the location of the pet, or the owner will be divulged publicly. Customers who do not wish for inspiring tails to use photos of your pet for marketing purposes, must tell the company in writing via email.
Entire Agreement
1. This Agreement, along with the Registration Form, Terms and Conditions document, and each Service Invoice constitute the sole and entire agreement between the Parties, and supersedes all prior agreements, representations and understandings of the Parties written or verbal. Any alteration of this Agreement must be in writing and signed by both Parties.
Notices
1. Any notice required to be served under this Agreement shall be in writing and shall be served by hand, post or electronic mail.
Governing Law and Jurisdiction
1. This Agreement, its formation and any contractual disputes or claims shall be governed by and in accordance with English Law and shall be subject to the exclusive jurisdiction of the courts of England and Wales.
2. Any Forbearance, tolerance or delay in either party enforcing its contractual or legal rights shall not prejudice, restrict or prevent the right of the injured party to enforce its rights at a later date or later breach.

Walking Terms and Conditions

Registration

It is the Customer’s responsibility to provide clear and accurate information to inspiring tails on the Registration Form and any other documents that are provided to the Customer for completion. Changes or updates to the Registration Form must be put in writing to inspiring tails . Email updates are acceptable. inspiring tails shall be held harmless from claims where outdated written information is responsible for the incident, unless inspiring tails can be shown to be negligent.
It shall be the sole responsibility of the Customer to inform inspiring tails of their dog’s ongoing illnesses and medical conditions or significant illnesses and conditions that they have suffered in the past. inspiring tails shall not be held liable for decisions that are made, or their subsequent outcomes based on an omission of information of their dog’s registration form. In the event of a dog having a contagious illness or disease which has not been disclosed, the Customer may be liable for the costs of treatment given to other dogs which become infected.

Infectious Diseases and Illness on Arrival
1. The Customer or the Customer’s Emergency Contact must arrange for the care of a dog if on arrival to collect the dog for Walking, the dog is suspected of having a contagious illness.
Premises Access, Key Holding and Key Services
1. inspiring tails will safeguard keys in a manner consistent with that of the professional dog walking and pet sitting service industry. Keys will be tagged via a coded system and stored in a manner which offers reasonable protection against the theft or loss of keys.
2. Customers accept that on arrival, if inspiring tails is unable to enter the property due to a key missing from a key safe or a ‘hidden’ location, the visit will still be charged. Further visits or additional time required to remedy the problem will be charged accordingly.
3. Customers agree that on arrival, if inspiring tails is unable to enter the property due to a due to a barrier preventing access or a failure of the door and lock, the visit will still be charged. This includes (but is not limited to) issues such as the lock being broken, the door being bolted or chained from the inside, and a key being left on the inside of the lock. Further visits or additional time required to remedy the problem will be charged accordingly.
4. Requests for keys to be returned or left at the property in the Customer’s absence must be put in writing. inspiring tails shall not be responsible for the safety of any keys posted through the letterbox or left at a 'safe location' if this is requested by the Customer. Should a customer not wish to take advantage of the Key Holding Service, further collections are charged at £5. Customers may deliver the keys to the inspiring tails premises in advance of Service commencement at no additional cost.
5. Emergency visits to deliver keys are charged at £10 between 8am and 6pm, £15 between 6pm and 10pm, and £20 between 10pm and 8am. inspiring tails shall make all reasonable endeavours to deliver keys as quickly as possible but cannot guarantee to be available to deliver keys on the same day.
6. The Customer understands an accepts that inspiring tails will charge the full rate for any Service where the company has been booked but is unable to gain access into the Customer’s home scenarios just as (but not limited to) keys left in the back of the lock, a key not hidden where promised or the Customer not home to receive the company as promised.
7. inspiring tails reserves the right to cancel future bookings and return any deposit paid if a customer changes the way keys are stored or made available after the booking has been made.
Death or Loss of a Beloved Dog
1. inspiring tails agree to provide a professional and reliable service to their customers. All animals under the care of inspiring tails will be given the full care and attention needed to make their experience both fun and safe. Customers, however, must accept that occasionally accidents or illness may occur in such a manner that can neither be foreseen nor prevented by inspiring tails . The Customer shall indemnify inspiring tails , who shall be held harmless in the event of the loss or death of a dog unless inspiring tails can be shown to be negligent.
2. inspiring tails shall use all reasonably practicable measures to prevent the loss of death of a dog in their care. Claims against inspiring tails , where negligence is proven, shall be settled within the boundaries of the company’s business insurance policy.
3. In the event of the temporary or permanent loss of a dog, inspiring tails shall contact the customer immediately to apprise of the situation and agree next steps. If a Customer is not contactable, the Customers nominated Emergency Contact shall be used.
Dogs Left Alone Overnight
1. inspiring tails advises that the Services are not offered to Customers who are leaving their dog home alone overnight.
Dog Walking Equipment
1. Dogs must have a collar and an ID tag available to be included in walks. Harnesses and walking equipment provided by the Customer must be in good working order. A muzzle must be supplied if needed. Dogs must already be trained into any muzzle that is supplied for use.
Lead Rules
1. The Customer agrees that dogs will routinely be walked on a lead, and only walked off-lead if written and signed consent is given by the Customer.
Weather
1. Dog Walkers will apply personal judgment and cut short a walk, if necessary, because of extreme weather conditions (i.e., heat, thunderstorms) for the safety of both the dogs and the walker. Where practicable and possible, home visits shall be offered until standard services can be resumed.
2. It is likely that dogs will be muddy or wet when returning from walks in the winter, and in inclement weather. The Customer accepts that whilst the dog will be towel dried after each walk, there is no guarantee that all the moisture and mud will be removed from the dog. The Customer may offer additional guidance for limiting the dog’s access in the home if returning home from a damp or muddy walk.
Aggression
1. The Customer agrees to inform inspiring tails immediately should they see any signs of aggression in their dog. The Customer agrees to act pertaining to the potential aggression in their dog by, at the very minimum, purchasing a muzzle or other similar item to restrict their dog's biting action. The Customer agrees that should inspiring tails see signs of aggression in a dog whilst in their care, the dog’s current walk shall be terminated immediately, and the dog returned home. A plan to address the aggression must be discussed and agreed by both parties prior to service being resumed.
2. inspiring tails reserve the right to terminate Walking services with immediate effect if a dog shows aggression toward the public whilst in their care.
Unneutered Dogs
1. The Customer understands and agrees that females in season will not be walked, and that inspiring tails shall not be held responsible for the unsolicited behaviour of un-neutered or un-spayed dogs, or for the dogs around them. Issues regarding unwanted pregnancy are the responsibility of the Customer and the affected third party. Where possible and space is available, females in season will be offered a home visit until the season is finished.
Housekeeping and Security
1. inspiring tails requires the Customer to leave their property in a secure condition. The Customer shall hold inspiring tails harmless from claims for loss or damage if windows are left open, or doors unlocked by the Customer.
2. inspiring tails makes a concerted attempt to clean off and dry dogs before they are returned home from walks, however such activities do not extend to bathing and fully drying the dog proper to return. Customers understand and agree that based on the weather and the general behaviour of their dog, they may arrive home in a damp or unclean state. Customers are encouraged to tell inspiring tails in writing if they wish their dog’s access to the house to be restricted in such circumstances. Customers understand that dogs on group walks may not be suited to permanent on lead walking due to cleanliness, and that inspiring tails may need to change the time of the walk or move the dog to a Solo Service for an additional charge if this is required.