OTIS AND FRIENDS – TERMS OF SERVICE
Effective Date: 26th Feb 2026
By booking services with Otis and Friends, you agree to the following Terms and Conditions.
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 (Sitting Services)
Overnight or extended sitting services require a 50% non-refundable deposit to secure the booking. The remaining balance is due 7 days prior to the service start date.
1.3 Access to Property
Where home access is required, Clients must provide a working set of keys unless alternative arrangements are agreed. A second set may be required for sitting services.
1.4 Cancellations – Standard Walks
Walks cancelled with less than 48 hours’ notice will be charged in full.
1.5 Adventures / Special Events
Services such as Otis and Friends Adventures require 7 days’ notice for cancellation. Refunds cannot be guaranteed within this period unless the space is filled.
2. OUR OBLIGATIONS
2.1 Duty of Care
Otis and Friends will exercise reasonable care, skill, and professionalism in all services provided.
2.2 Insurance
We maintain appropriate business insurance, including Public Liability and cover relevant to the care and transportation of dogs.
2.3 Handling Standards
We use kind, force-free, positive handling methods at all times.
2.4 Veterinary Care
If your dog becomes ill or injured while in our care, we will attempt to contact you. If this is not possible and urgent treatment is required, you authorise us to seek veterinary care on your behalf. All associated costs remain the responsibility of the Client.
2.5 Weather Conditions
In extreme weather conditions (e.g., heat, ice, storms), we may shorten, reschedule, or cancel services where safety is compromised. Where services cannot be delivered, refunds or credits will be issued at our discretion.
2.6 Lost Dogs
While every precaution is taken, dogs can be unpredictable. In the unlikely event of a lost dog, we will make all reasonable efforts to assist in recovery but cannot accept liability for circumstances beyond our control.
3. CLIENT RESPONSIBILITIES
3.1 Veterinary Information
Clients must provide up-to-date veterinary contact details.
3.2 Vaccinations & Preventative Care
Dogs must be fully vaccinated and appropriately treated for parasites.
3.3 Identification
Dogs must be microchipped and wear a secure collar or harness with ID tag when outside the home, in accordance with UK law.
3.4 Behavioural Disclosure
Clients must disclose any behavioural issues including aggression, reactivity, separation anxiety, or bite history. Failure to disclose material information may result in immediate termination of services.
3.5 Illness or Injury
Clients must notify us promptly of any illness, injury, or contagious condition.
3.6 Dogs in Season
Female dogs in season cannot attend group walks. Walks will resume at our discretion.
4. GROUP WALKS & TRANSPORT
4.1 Group Environment
By using our services, Clients acknowledge that dogs may be walked in groups and may interact with other dogs.
4.2 Off-Lead Walking
Where appropriate and agreed during onboarding, dogs may be exercised off lead in safe areas. We will always prioritise safety and suitability on a case-by-case basis.
4.3 Transportation
Dogs may be transported in secure, ventilated vehicles using appropriate restraints or crates. By using our services, you consent to transportation where required.
5. MEMBERSHIP – OTIS AND FRIENDS CLUB
5.1 Membership Use
Memberships are non-transferable and apply to one dog unless agreed otherwise.
5.2 Minimum Term
Memberships have a minimum term of 30 days and require 30 days’ notice to cancel.
5.3 Pricing on Rejoining
Discounted or legacy pricing may not be available if membership is cancelled and later restarted.
5.4 Scheduled Closures
Otis and Friends may close for up to 35 days per year (excluding weekends and bank holidays). At least 4 weeks’ notice will be provided.
5.5 Credits During Closures
Membership fees remain payable during closures. Unused credits may be used before or after closure periods.
5.6 Membership Pauses
Clients may pause their membership a maximum of twice per calendar year.
No more than three memberships may be paused in any given month, which will be allocated on a first come, first served basis. Pause requests are not guaranteed until confirmed by Otis and Friends.
5.7 Cancellation of Individual Walks
Walks may be cancelled up to 24 hours in advance without loss of credits. Rescheduling is subject to availability.
5.8 Credit Expiry
Unused credits can roll over for up to 3 calendar months before they expire.
Example:
A credit from May can still be used in June, July, or August. If it hasn’t been used by the end of August, it will expire. Please note that carried-over credits are used in addition to your current monthly credits.
5.9 Treats & Products
We are not liable for reactions to treats or grooming products unless allergies have been clearly disclosed in advance.
6. BEHAVIOUR & SAFETY
6.1 Behavioural Changes
If, due to behavioural changes previously discussed with the Client, including but not limited to aggression, reactivity, or conduct that makes the dog unsafe or unmanageable in a group setting, Otis and Friends determines it is no longer appropriate to continue services, we reserve the right to withdraw services with immediate effect.
In such cases, any remaining credits are non-refundable.
6.2 Right to Refuse Services
We reserve the right to refuse or discontinue services where a dog poses a risk to staff, other dogs, or the public.
7. PAYMENTS
7.1 Payment Method
Memberships are billed monthly via Direct Debit or agreed recurring payment method.
7.2 Non-Payment
We reserve the right to suspend or terminate services immediately in cases of missed or failed payments.
7.3 No Set-Off
All payments must be made in full without deductions unless required by law.
8. MEMBERSHIP CANCELLATION
8.1 Auto-Renewal
Memberships renew automatically each month until cancelled.
8.2 Notice Period
30 days’ notice is required to cancel. The minimum total commitment is therefore 60 days (minimum term plus notice period).
8.3 Credit Use on Cancellation
Credits may be used until the final day of membership. Any remaining credits after this date will expire.
9. PRICE CHANGES
9.1 Annual Price Review
Otis and Friends reserves the right to review and adjust pricing once per calendar year. Clients will receive a minimum of 30 days’ notice prior to any increase. Continued use of services constitutes acceptance of the revised pricing.
10. LIABILITY
10.1 Legal Liability
Nothing in these Terms excludes liability for death or personal injury caused by negligence or any liability that cannot be excluded under UK law.
10.2 Limitation of Liability
Subject to the above, our total liability for any claim arising from services provided shall not exceed the total fees paid by the Client in the three months preceding the event.
10.3 Indirect Loss
We are not liable for indirect or consequential losses.
11. FORCE MAJEURE
We shall not be liable for failure or delay in performing services due to circumstances beyond our reasonable control, including but not limited to severe weather, illness, vehicle breakdown, government restrictions, or emergencies.
12. DATA & PRIVACY
Client data is handled in accordance with UK data protection laws. Information is used solely for the safe delivery of services and is never sold or shared with third parties without consent.
13. AGREEMENT
These Terms constitute the entire agreement between Otis and Friends and the Client and override any previous agreements or understandings.