Effective Date: 19th August 2026

1. GENERAL SERVICES

1.1 Booking & Availability: All services are subject to availability. Advance booking is recommended. Regular clients may reserve recurring days where agreed.

1.2 Deposits for Sitting Services: Overnight or extended sitting services require a 50% non-refundable deposit. The balance is due 7 days before the service.

1.3 Access to Property: Where home access is required, Clients must provide working keys unless otherwise agreed. A second set may be required for sitting services.

1.4 Lockboxes and Keys: Where a Client provides access to their property via a lockbox, the Client authorises Otis and Friends to use the lockbox and the key contained within it solely for the purpose of providing the agreed services. Otis and Friends will take reasonable care when using the lockbox and, where applicable, will scramble or change the lockbox code after each use in accordance with the Client's instructions. The Client acknowledges that Otis and Friends cannot guarantee the security of the lockbox, its code or the key once access has been provided and accepts that the use of a lockbox and key is undertaken at the Client's own risk. Otis and Friends will not be responsible for any unauthorised access, burglary, theft, loss or damage to the Client's property arising from a third party obtaining or using a key or accessing the lockbox, except to the extent that such loss or damage is caused by the negligence, wilful misconduct or breach of contract of Otis and Friends. Clients remain responsible for ensuring that any lockbox and key provided are secure, suitable for use and maintained in good working order.

1.5 Where Otis and Friends attends for a booked service but is unable to access the property or the dog is unavailable for collection for reasons outside our control, the service will be treated as completed and charged in full.

1.6 Ad-hoc (non-membership) Walk Cancellations: Walks cancelled with less than 48 hours’ notice are charged in full.

1.7 Adventures and Special Events: These require 7 days’ notice for cancellation. Refunds within this period cannot be guaranteed unless the space is filled.

2. OUR OBLIGATIONS

2.1 Otis and Friends will exercise reasonable care, skill and professionalism.

2.2 We maintain appropriate business insurance, including Public Liability and cover relevant to the care and transportation of dogs.

2.3 We use kind, positive and force-free handling methods.

2.4 If a dog becomes ill or injured while in our care, Otis and Friends will make reasonable efforts to contact the Client before veterinary treatment is sought. Where the Client cannot be contacted, or where treatment is considered urgent, the Client authorises Otis and Friends to seek veterinary advice or treatment on their behalf. Where reasonably possible, we will use the dog's usual veterinary practice. However, in an emergency or where this is impractical, Otis and Friends may use another registered veterinary practice. All veterinary fees and associated costs, including emergency or call-out charges, remain the responsibility of the Client.

2.5 In extreme weather we may shorten, reschedule or cancel services where safety is compromised. A walk cancelled by us for unsafe conditions will not be charged.

2.6 If a dog becomes lost, we will make all reasonable efforts to assist with recovery, but cannot accept responsibility for circumstances beyond our reasonable control.

3. CLIENT RESPONSIBILITIES

3.1 Keep veterinary contact details up to date.

3.2 Dogs must be appropriately vaccinated and treated for parasites.

3.3 Dogs must be microchipped and wear suitable ID when outside the home, in accordance with UK law.

3.4 Clients must disclose behavioural issues including aggression, reactivity, anxiety, bite history and previous incidents. Failure to disclose relevant information may result in immediate suspension or termination.

3.5 Clients must promptly inform Otis and Friends if their dog is suffering from, or has been exposed to, any infectious, contagious or communicable illness or condition, including kennel cough, vomiting or diarrhoea, infectious skin conditions, fleas, worms or other parasites.

Otis and Friends reserves the right to suspend walks where there is a reasonable concern that a dog may pose an infection risk to other dogs. Services may resume once we are reasonably satisfied that the dog is fit to return and no longer presents a significant risk to others.

3.6 Female dogs in season or pregnant cannot attend group walks. We decide when group walks can safely resume.

3.7 Clients acknowledge that vaccination does not provide complete protection against kennel cough (Bordetella) and that dogs may still contract respiratory infections through contact with other dogs or shared environments. Otis and Friends cannot accept responsibility where a dog contracts kennel cough despite reasonable precautions being taken.

4. GROUP WALKS AND TRANSPORT

4.1 Dogs may be walked in groups and interact with other dogs.

4.2 Clients acknowledge that group walks involve normal interaction and play between dogs and that, despite appropriate supervision and reasonable care, minor injuries such as scratches, small cuts or other accidental injuries may occasionally occur.

Otis and Friends will take reasonable precautions to minimise these risks but cannot guarantee that all accidental injuries arising during normal dog interaction can be prevented.

4.3 Where the Client has provided off-lead consent, they confirm that, to the best of their knowledge, their dog has a reliable recall and is suitable for off-lead exercise. Otis and Friends may exercise the dog off-lead only in areas we consider reasonably safe, appropriate and legally permitted. Off-lead access remains entirely at the discretion of Otis and Friends, and we may choose to keep a dog on lead at any time if we believe this is safer. The Client acknowledges that off-lead exercise carries inherent risks despite reasonable care and supervision.

4.4 Dogs may occasionally pick up or ingest food, discarded items, animal matter or other substances found during walks. Otis and Friends will provide reasonable supervision and take reasonable steps to prevent dogs from eating or swallowing potentially harmful items. However, due to the speed and unpredictable nature of dogs, it is not always possible to prevent ingestion. Otis and Friends cannot accept responsibility for illness, injury or veterinary costs resulting from a dog ingesting an item during a walk where reasonable care and supervision have been provided.

4.5 Dogs may be transported in secure, ventilated vehicles using suitable crates, restraints or other safety measures. During group walks, dogs may briefly remain in the vehicle during collections and drop-offs.

5. OTIS AND FRIENDS CLUB MEMBERSHIP

5.1 Memberships are non-transferable and apply to one dog unless otherwise agreed.

5.2 Memberships have a 30-day minimum term and require 30 days’ notice to cancel.

5.3 Discounted, promotional or legacy pricing may not be available if a Client cancels and later rejoins.

5.4 Otis and Friends may close for up to 35 days per year, in addition to weekends and bank holidays. At least 4 weeks’ notice will be provided for planned closures wherever possible.

5.5 Membership fees remain payable during scheduled closures. Credits may be used before or after the closure, subject to expiry rules.

5.6 Membership pauses: Clients may pause a maximum of twice per calendar year. Each pause is limited to 4 consecutive weeks; two months cannot be paused together. No more than 3 memberships may be paused in one calendar month, first come, first served, and a pause is only confirmed by Otis and Friends. If more than 4 consecutive weeks away is required, the Client must pay the full membership price for the walks included to keep the reserved place. Pausing does not cancel the 30-day notice period. Example: if July is paused and cancellation is requested during July, the 30-day notice remains payable.

5.7 Membership walks may be cancelled up to 24 hours before the walk without loss of the associated credit. Rescheduling is subject to availability.

5.8 Credits roll over for up to 3 calendar months. Example: a May credit can be used in June, July or August; after August it expires. Carried-over credits are used in addition to the current month’s credits.

5.9 Clients must disclose known allergies or sensitivities to treats and grooming products. We cannot accept responsibility for reactions where these have not been disclosed.

6. BEHAVIOUR AND SAFETY

6.1 If behavioural changes, including aggression, reactivity, excessive pulling or other previously discussed challenges, make a dog unsafe or unmanageable in a group setting, we may withdraw services immediately. Remaining membership credits are non-refundable in these circumstances.

6.2 We may refuse, suspend or discontinue services where a dog poses a risk to the walker, other dogs, the public or itself.

6.3 Grass Seeds and Foxtails: Dogs may encounter grass seeds, including foxtail-type seeds. We take reasonable precautions, but seeds can embed in the coat, skin, ears, paws or other areas and may travel internally before symptoms appear. Problems may not become apparent until several days later, and the source or timing may not be possible to establish. Otis and Friends cannot accept responsibility for veterinary treatment, surgery or other costs arising from grass-seed-related injuries or complications where the seed was not reasonably identifiable or detectable while the dog was in our care. Clients should check dogs after walks and seek veterinary advice concerning symptoms.

7. PAYMENTS

7.1 Memberships are billed monthly via Direct Debit or another agreed recurring payment method.

7.2 Missed or failed payments may result in suspension or termination until outstanding amounts are paid.

7.3 Amounts due must be paid in full unless otherwise agreed or required by law.

8. MEMBERSHIP CANCELLATION

8.1 Memberships automatically renew monthly until cancelled.

8.2 A minimum of 30 days’ notice is required. The notice period remains payable in full even if the membership is paused. Example: if July is paused and cancellation is requested during July, the 30-day notice payment remains due. The minimum commitment is therefore 60 days: the initial 30-day term plus 30 days’ notice.

8.3 Credits may be used until the final day of membership, subject to availability and expiry rules. Unused credits after that date expire and cannot be refunded or transferred.

9. ANNUAL PRICE REVIEW

9.1 Prices may be reviewed and increased once per calendar year. Clients will receive at least 30 days’ notice before an increase takes effect.

10. LIABILITY

10.1 Nothing excludes or limits liability for death or personal injury caused by negligence, fraud, or liability that cannot legally be excluded under UK law.

10.2 Subject to 10.1, total liability for a claim arising from services will not exceed fees paid by the Client during the 3 months preceding the event giving rise to the claim.

10.3 Subject to liability that cannot legally be excluded, Otis and Friends is not liable for indirect or consequential loss.

11. FORCE MAJEURE

We are not liable for failure or delay caused by circumstances beyond our reasonable control, including severe weather, illness, vehicle breakdown, government restrictions or emergencies.

12. DATA AND PRIVACY

Client information is handled in accordance with UK data protection law and used for safe service delivery, administration and communication. Information is not sold to third parties. See our Privacy Policy for more information.

13. AGREEMENT

These Terms, agreed service-specific arrangements and our Privacy Policy form the agreement between Otis and Friends and the Client. By booking or continuing to use our services, the Client confirms agreement. These Terms replace previous versions.