Terms of Service:

  1. Condensed Website Terms Summary

This page is a simple overview of how our services work.

Full Terms & Conditions are sent before booking and must be signed electronically.

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✔ Bookings & Communication

  • All bookings must go through Nathan’s Paw Trails Ltd.
  • We always do our best to provide you with the same walker/carer/trainer.
  • If your usual walker is unwell or unavailable, a trusted team member may step in.
  • You’ll be notified in advance wherever possible.

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✔ Payments

  • Invoices must be paid in advance and before any services begin.
  • Payment is weekly, via bank transfer.
  • Frequent late payments may result in your space being withdrawn.
  • Prices are reviewed annually, and any changes will be communicated with at least one month’s notice.

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✔ Cancellations

  • Please give 48 hours’ notice for cancellations.
  • Less than 48 hours means the session is still chargeable.
  • For weather issues, please see our Weather Policy.

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✔ Dog Walking & Check-Ins

  • We take safety seriously — walks may be adapted or shortened during extreme weather.
  • Dogs must be microchipped, tagged, and wearing a secure collar/harness.
  • Off-lead walking requires written client consent.

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✔ Pet Sitting / Home Care

  • You must provide enough supplies for the duration of the sit (food, treats, cleaning products, etc.).
  • Checks include feeding, toilet duties, and general care tailored to the duration booked.
  • We are not liable for damage caused by pets during a sit or check-in.

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✔ Dog Training & Behaviour Support

  • We use positive, welfare-first training only.
  • Outcomes cannot be guaranteed due to the many variables of animal behaviour.
  • Training may require vet referral for behaviour cases.

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✔ Emergencies

  • If your dog needs urgent care, we will always try to contact you first.
  • If unreachable, we may seek veterinary attention in your dog’s best interests.
  • All veterinary costs remain the responsibility of the client.

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✔ Keys & Home Access

  • Keys are stored securely with no identifying details.
  • You may revoke key access at any time.
  • For safety and practicality, we request two copies of your key where possible.

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✔ Insurance

  • Covered by Public Liability insurance, including key cover.
  • Insurance applies only when your dog is in our care, on a booked service.

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✔ Full Terms

You’ll receive our full T&Cs during onboarding.

Services only begin once these are signed electronically.

  1. Complaints Policy

We are committed to offering a professional, reliable and ethical service across dog walking, pet care and training/behaviour support. If something hasn’t gone as expected, we genuinely want to hear from you.

How to Raise a Concern

You can contact Nathan directly:

📧 hello@nathanspawtrails.co.uk

 

Please include:

  • What happened
  • When it happened
  • Which service it relates to
  • What outcome you’re hoping for

We’ll always approach your concern with care, respect and fairness.

How We Respond

  • You’ll receive an acknowledgement within 2 working days.
  • A full response will follow within 7 working days.
  • If we need more time (for example, to speak to a walker/sitter/trainer involved), we’ll keep you updated.

Our Commitment

  • We aim to resolve all concerns quickly and calmly.
  • We encourage open communication and will always listen without judgement.
  • Complaints help us maintain high standards and improve the service for all clients.

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  1. DEI Statement (Diversity, Equity & Inclusion)

Nathan’s Paw Trails Ltd is an inclusive, safe, and welcoming service for every pet parent.

We proudly embrace diversity across our clients, team, and wider community.

Our commitment:

✔ Every client is treated with dignity, respect and kindness

Regardless of:

  • Sexual orientation
  • Gender identity
  • Race/ethnicity
  • Disability or neurodivergence
  • Age
  • Religion or belief
  • Socio-economic background

✔ Non-judgemental, accessible support

We know that every pet parent’s experience is different. We meet you where you are, with care and understanding.

✔ Safe spaces matter

Our services, communication, and training approach prioritise psychological and emotional safety for both humans and animals.

✔ Continuous learning

We invest in ongoing personal and professional development to ensure our practices are ethical, inclusive and aligned with modern wellbeing and behaviour science.

You and your pets are welcome here — fully, wholly, and without exception.

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  1. Accessibility Statement

We want everyone to be able to access our services, content, and support with ease — whether browsing the website, booking services, or working with us 1:1.

Our Commitment

  • Provide clear, readable website content
  • Use accessible fonts, colours and layouts
  • Offer alternative ways to receive information (email, phone, PDF, or printed versions on request)
  • Communicate in a friendly, supportive, and non-judgemental way
  • Make reasonable adjustments wherever possible

If You Need Support Accessing Anything

Please contact Nathan directly:

📧 hello@nathanspawtrails.co.uk

We will always do our best to find an accessible solution that works for you.

Ongoing Improvements

We regularly update our website and systems.

If you have suggestions for making our services even more accessible, we’d love to hear from you.

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  1. Ethical Training & Handling Statement

At Nathan’s Paw Training, our approach is rooted in science, kindness and positive reinforcement.

Your dog’s emotional wellbeing is at the centre of everything we do.

✔ We use force-free, ethical training methods

No punishment.

No intimidation.

No fear.

No aversive tools.

✔ We focus on relationship, communication, and understanding

Training is a partnership.

We help you build trust, choice, and confidence with your dog.

✔ Welfare-first, always

If a dog is anxious, overwhelmed or struggling, we slow down.

Training is tailored to the dog’s emotional needs — never forced.

✔ Evidence-based practice

We follow modern behavioural science, working collaboratively with veterinarians when needed.

✔ Guardians matter too

We support you as much as we support your dog — with compassion, clarity, and reassurance.

Positive reinforcement.

Emotionally safe training.

Respect for both ends of the lead.