Frequently Asked Questions
Are you still working during the COVID-19 pandemic?

We are open and operating as normal throughout the pandemic. We are not required to close down during lockdowns. We keep up to date with government guidance, practice social distancing and have implemented strict hygiene practices. 

Will my dog be safe with your dog walkers?

The safety and wellbeing of every dog in our care is always our top priority. We provide extensive training on security, canine first aid, canine behaviours and canine communication. All training is given and/or supervised by Scott, our Director & Dog Walker. Our dog walkers are carefully selected following our two stage interview process and we carry out DBS (Disclosure and Barring Service) checks and reference checks before they start working with us.

Will my dog be walked by the same dog walker every day?

Yes. Your dog will be walked by the same dog walker every day. There may be occasions in the event of absence or holiday where another one of our dog walkers takes your dog out, but your dog should've met that dog walker before out on our walks. 

Can I meet the dog walker taking out my dog before they start?

We can arrange a meeting before your dogs first day or you can wait to meet them on your dogs first day. It's up to you. 

Initially, we will discuss all your requirements via email, WhatsApp message or phone call and agree a start date. We request that you are home on the start date to make sure your dog is comfortable coming with us and to give us keys and/or fobs. You'll also need to show us where your dogs harness or collar is kept and tell us where they're allowed to go in the home when you aren't home.

Where will my dog be walked?

We take our groups to large parks in Manchester or Salford. 

Will my dog be walked on or off the lead?

With owner permission we walk all dogs off the lead providing their recall is satisfactory. If your dogs recall isn't great we can help to improve this, but your dog will be walked on the lead until we're comfortable with their progress. 

How many dogs are walked at a time?

Our groups are kept to a maximum of six dogs per walker. Groups are carefully selected with the breed, age, sex and personality in mind and will be discussed with you beforehand. 

Will you message me everyday to let me know how my dog is on your walks?

We'll give you daily updates on how your dog gets on for the first few weeks or so until you're happy that they are fully settled in. Once you're happy that they are fully settled in we'll stop messaging daily. You'll be able to see how they get on everyday on our social media pages and you'll always be welcome to ask any questions or request specific updates about your dog. Due to the amount of dogs we walk it is impractical to message every owner with an update every day. We will of course still message you when it is necessary.

Are you insured to take my dog out?

Yes. We are fully insured with PBI (Pet Business Insurance) who provide our cover for accidents and injury to animals, public liability and employer's liability.

What areas do you cover?

We cover all areas in Manchester & Salford.

What time will my dog be walked?

We have set walk times for different areas. These will be discussed with you. On the rare occasion we may need to change set times for areas, but we will contact you if we need to do this. This is normally due to change in traffic conditions eg. major roadworks. 

Do you walk in bad weather or when it's really hot?

We walk come rain, snow or shine, however, in extreme weather conditions we will cancel walks and notify you. This is normally when the temperature is forecast to be 30 degrees or more. You will not be charged if we cancel in this instance.

Generally on hot days we keep to shaded areas of parks and/or we go to parks where we know there is a river or a lake for the dogs to keep cool. We also try to restrict running around and we make sure there is plenty of drinking water available.

What happens in case of emergency?

In the unlikely event of an emergency we'll immediately call you or contact your nominated emergency contact person if you're unavailable. All of our dog walkers are trained in canine first aid. If veterinary assistance is needed we'll take your dog to your named vet or to the nearest possible one. 

My dog is anxious. Would you take them out?

We can take anxious dogs on our walks as long as they are comfortable coming with us. We will update you how your dog gets on after each walk until they are fully settled in. An anxious dog may take a couple of weeks or even a month to fully settle depending on the frequency of their walks. 

What if my dog dislikes one of the other dogs on their walk?

If we find an imbalance within a group and it is causing a problem we'll consult with you. We would look at changing groups if deemed necessary.

I’m worried my dog may get sick or get fleas if they are exposed to lots of different dogs. Will they be okay?

This shouldn't be anything to worry about as long as your dog has their annual booster vaccinations. Our van is thoroughly disinfected every day.
There are many products on the market that provide effective protection against worms and fleas. If you keep on top of their treatment every month you shouldn't have any issues with fleas or worms.

My dog isn’t neutered. Will you take them out?

Yes. We would just monitor their behaviour. If we deem their behaviour to be a problem at any point we will consult with you. 

My female dog isn’t spayed. What happens if she comes in to season? Will you still take her out?

A female dog in season attracts unwanted attention from numerous male dogs in the park and often causes male dogs to fight. There is also a risk that the female may stray to seek a mate. We would have to temporarily suspend your dogs walks until their season has finished and they no longer give off the scent that attracts male dogs. This is normally a few weeks, but in some cases this can be up to a month.

Would you walk my older dog?

Our group walks are suitable for dogs of all ages as long as they are fit, healthy and their booster vaccinations are kept up to date.

Can you walk my aggressive dog?

Our walks are not suitable for an aggressive dog to be on.

Do you do solo walks?

We only offer group walks.

I don't need your services every week, can I just use them occasionally?

Yes. This is absolutely fine. We have many clients that have ad hoc services. 

Would you collect my dog from my office?

Yes. We would just ask you to meet us with your dog on a street nearby due to the many parking restrictions in the city centre. 

Can I make a same day booking if I'm a new client?

We require at least 24 hours notice for new client bookings. We cannot accept same day bookings. There is important paperwork that must be prepared and electronically signed before a service can start. 

How do I book?

You can message us in the contact us section or message us on Instagram. Providing us with the following information in your initial message will enable us to handle your booking more efficiently:

- Your name

- Email address

- Postcode

- Service interested in

- Dog name, breed, age, sex

- Details of your requirements including how many days per week/which days

- Information about your pet eg. nervous, likes/dislikes, medical conditions and/or allergies

Once you become a client we'll provide you with your client portal log in details so that you can easily manage your services online.

Do I need to be home when you pick up my dog?

Not after your dogs first day when you will have to be home to show us where everything is. You will need to get us a key and/or fob cut if you are going to be at work or out. All keys and fobs in our possession are coded and securely stored.

Payment Options
How We Bill

We send out invoices each week via email. All services are paid for in advance for the following week eg. a direct debit comes out this Thursday to pay for any services next week.

To help you understand, we collect payments for services in advance like many other companies do, such as mobile phone companies and TV/broadband companies.

Direct Debit

The easiest way to pay an invoice is by setting up a weekly direct debit. A direct debit is easily set up in a couple of minutes using a simple form we send via email. Notifications are always sent by email at least three working days in advance of any payment due to be taken. We typically collect payments on Thursdays, however, on occasion this may differ due to bank holidays and additional service requests.

Credit/Debit Card, Apple Pay and Google Pay

We accept credit/debit card, Apple Pay and Google Pay. A secure payment can be made by clicking the pay now button at the top of an invoice email.

Bank Transfer

We accept bank transfers. Our account details will be provided upon request.

Cancellation Policy
Our Terms

Our cancellation policy is applicable to all booked services. All services must be paid for in advance.

For clients paying by direct debit, invoices are sent out every Monday and payment is collected from a nominated bank account every Thursday. Payment days may be subject to change due to bank holidays and honoured late requests.

Invoices are sent out every Thursday to clients paying by credit/debit card and bank transfer. Payment must be made by the close of business every Friday.

Any changes to agreed regular services must be submitted by 20:00 on Wednesdays. Any ad hoc bookings must also be submitted by 20:00 on Wednesdays. This means you will be making changes to services the following week.
We will always try to accommodate changes and late requests, however, we cannot guarantee that we will be able to honour every request.

We reserve the right to charge 50% of the service price when a service is cancelled with less than 7 calendar days notice. Cancellation under exceptional circumstances will be honoured. A credit note will be issued and allocated to the next invoice created to reflect any cancelled services. Under exceptional circumstances we can process a refund directly to a bank account or to a credit/debit card.

How To Raise A Concern Or Make A Complaint
What To Do

We're confident that you won't need to raise a concern or make a complaint, however, we recognise that you may deem something necessary to contact us about. In this case you must put your complaint in writing and send it to our email address: [email protected]

Our Response

Upon receipt of your complaint we will investigate the matter and contact you to discuss it. We aim to resolve all concerns and complaints within 24 hours. Sometimes this may take longer if our investigation takes longer than anticipated, but we will always keep you up to date.