Terms & Conditions | Karen Anns

Karen Ann’s - Paws for thought – Pet Care Services & Training Services

Terms and Conditions

The following terms governed by “Karen Ann’s Paws for Thought” (hereafter referred to as "Karen Ann’s"). An agreement to provide services to you, the “customer”.

*Important: Please read thought these Terms and Conditions carefully and in full before ordering any of the services.

By nature of paying and or registering your portal Account/booking pet care services/attending any classes/training provided by Karen-Ann's, you agree to be bound to the following terms and conditions.

Content:

Agreement Overview
General Information:
Your Responsibilities
Registration and Dog Information
Permissions:
Vaccinations, Parasite, & Disease Control
Allergies & Food Intolerances
Unneutered Dogs
Training & Handling Methods
Dog safety, security, and health:
Group Walk Policy
Cat safety, security, and health:
Under 18's Training Classes & Sessions * Training only!
Veterinary & Legal Advice
Business disruption:
Amendments to training Services
Inclement Weather – outdoor training
Standards - Pet Care and training services Insurance:
Limitation of Liability
Liability
Keys – Pet care services only:
Parking Permits:
Equipment & Behaviour - Training
Feedback & Next Steps - Training
Private Training Sessions & After Private Sessions
Communication policy
Pet Care & Training Booking and payment Policy
Payment:
Goodwill Rescheduling
Services Cancellation policy

1. Agreement Overview

This document, the General Terms & Conditions, along with any specific Service Agreement within your Portal Account and forms completes the contract between “Karen Ann’s”, and you the “Customer. If there's a conflict between these General Terms and your Service Agreement, the terms of the Service Agreement will take precedence.

2. General Information:

After first contact by phone or via other means you will be asked for your full name and email address and your pet/s name/s so that an account can be set up for you. Then you will be sent a welcome email explaining the next steps for the services you have enquired about.

We provide a range of pet care services and Training services;

Our pet care services to help with your pet care needs from Monday to Friday; other than pre-agreed arrangements; for weekends, from walking your dog on one-to-one walks or small social groups within a secure field, to home visits where your pet may just need some company!

Whatever their needs we are there for you..

We offer a range of training and workshops to suit different stages your puppy or dog needs and goals.

Our Training and our pet care services are based on principles of positive reinforcement, and as such we use training techniques that are reward based, companionate, kind and fair to the dog.

Please note that the participant can only bring one other person to any of the classes due to space limitations.

Your pet will receive the best care, time, and attention for their individual needs, as they are a part of your family after all!

3.Your Responsibilities

By making a payment, you confirm that you are legally able to enter into this contract. If you are acting on behalf of someone else, you guarantee that you have their express permission to use their payment information and that they also agree to be bound by these terms. You also agree to comply with all relevant laws and regulations related to this agreement.

4. Registration and Dog Information *All services

You are responsible for providing accurate and complete information about your pet on your portal account and any other forms we provide. If there are any changes or updates to your pet’s information, you must make them within your portal account, as necessary. We will not be held responsible for any incidents that occur as a result of outdated information, unless we are found to be negligent.

You are also solely responsible for informing us of your pet’s current and past medical conditions, significant illnesses, or any other health issues.

We will not be held liable for any decisions or outcomes that result from you omitting this information.

You must also inform us on the registration form or during your consultation if there are any ownership disputes or legal matters related to your pet, such as a court order.

Finally, by registering, you confirm that your dog is not subject to a Control Order under the Dangerous Dog Act 1991.

5. Permissions:

Our Clients will be deemed to have accepted “Karen Ann’s”, terms and conditions (as laid out here) on booking of services.

Our Client gives “Karen Ann’s”, permission to enter their property to carry out the booked service at the arranged date and time, where applicable.

Our client must fill out all information required on their portal account as Stated in their welcome letter. Including Vet, Vaccination, emergency contact, Behaviour and permissions sections of the portal.

Our Client must provide “Karen Ann’s” with a name and contact telephone number of someone capable of making a decision relating to their pet(s) in an emergency. A nominated vet’s details will also be recorded, and they will be contacted if we are unable to communicate with Our Client or their representative. Please note that in an emergency we will use any nearest vet.

6. Vaccinations, Parasite, & Disease Control

It is preferred that dogs participating in Group Classes and one to one training are vaccinated in accordance with veterinary recommendation, including the vaccination for Leptospirosis. Kennel Cough vaccination is also preferred but is not mandatory, however for group walks and solo walks it is required, as dogs can be in close proximity to each other, and there are higher risks at public parks and dog walking paddocks where other dogs have also walked.

There can be no guarantee that there is absolutely no risk of disease at any venue or when in contact with any other dogs or equipment, which may have been in contact with other dogs. It is the Customer’s responsibility to ensure that their dog is appropriately protected against the risk of disease.

It is preferred that dogs participating in all of our pet care services and training services are treated for worms and fleas. If fleas or worms are found to be present during provision of our services, “Karen Ann’s” shall remove the dog from the session to prevent contact with other customers and their dogs.

The Customer must contact “Karen Ann’s” prior to arriving for Services if the dog is suspected of having a contagious illness.

7. Allergies & Food Intolerances

If a dog has any known allergies or intolerances to certain foods or has any other special needs, it is the Owner's responsibility to bring this to the attention of the Trainer prior to the start of the session, and/or the dog walker and to provide appropriate alternative treats or rewards for the session or their walks.

8. Unneutered Dogs

The Customer understands and agrees that females in season are not suitable to attend group walk and group workshops in sessions or classes. The Customer must contact Karen Ann’s and arrange to reschedule any booking for after the season/walks. This scenario falls outside of the cancellation policy.

Female dogs that attend group classes whilst in season will be removed from the class and or group walks.

9. Training & Handling Methods

The training techniques used by Karen Ann’s are based on the principles of positive reinforcement and, as such, are reward-based, kind, and fair to the dog.

The harsh handling of dogs, including the use of physical force, is not permitted during training sessions. Punishment or corrections by way of equipment designed to be aversive (such as, but not limited to, choke chains, prong collars, check chains, e-collars, spray collars) are not permitted in training sessions.

Karen Ann’s agrees to abide by the code of ethics: IMDT ; Easy Peasy instructor ; Yappily and Dog walkers and sitters Association

10. Dog safety, security, and health:

• All dogs by law must wear a collar and tag with the telephone number / owner engraved upon it.

•Dog Walking: Dog/s must be in a secure location prior to collection by the dog walker. Loose in a garden does not constitute this.

•All dogs must be provided with a well-fitting collar / harness. Karen Ann’s staff will not be held liable for any injury or damage caused or incurred by Our Client’s dog escaping due to an ill-fitting or faulty collar / harness.

•Karen Ann’s will not confirm any booking until there has been a consultation with the owner who must disclose any behavioural or medical condition/s. This would include, but is not limited to, aggression, possessive behaviour, lack of discipline training and conditions such as incontinence, chronic vomiting, or travel/mobility problems.

•Karen Ann’s staff must be informed if your dog does or has EVER required a muzzle, and this should be made available for use at our discretion.

•Karen Ann’s reserves the right to refuse or discontinue walks for any dog, if deemed necessary for the safety of other dogs or persons/individuals/staff.

•Karen Ann’s will only let dog/s off the lead once an ‘off the lead consent form’ has been signed, and this will remain the discretion of Karen Ann’s staff.

•Where possible, walks will be carried out locally or in parkland where dogs can be safely walked off lead if safe to do so.

•We walk a maximum of 3/4 dogs from the same household per walker to ensure a safe and enjoyable walk for all dogs in our care.

•Unless there are exceptional circumstances walks are at least 30 minutes or 1 hour in length, not including pick up and drop off.

•In extreme weather conditions (e.g. very hot weather or heavy snow) walks may be shortened, or postponed/rearranged or cancelled if the weather conditions are deemed unsafe for your dog and or the member of staff (walker) and as so will be judged at the time, to ensure the comfort and welfare of the dog/s. This will be at the dog walker’s discretion but will be advised on the day if deemed necessary.

•Towels should be provided if you wish your dog to be wiped down following the walk especially in adverse weather.

•Though we endeavour to ensure the safety of all dogs, letting dogs walk off the lead carries a risk, therefore we will only do this with your express permission, and with our consent form that must be signed and completed and ticked on your portal account.

•The client agrees that, in admitting their dog, Karen Ann’s has relied on the clients representation of their dog’s good health or any aggression or threatening behaviour towards persons or other dog/s, and as such indemnify Karen Ann’s, in full against any liability arising from such harm or damage to third parties.

11.Group Walk Policy

This policy outlines the requirements for dogs participating in our 1-2 hour group walks. Our goal is to ensure a safe and enjoyable experience for all dogs.

Dog Requirements:

Socialisation: All dogs must be friendly and well-socialised, comfortable interacting with other dogs of all sizes and breeds. Aggressive or reactive behaviour is not permitted.

Vaccinations: Your dog must be fully vaccinated with up-to-date vaccinations. A valid vaccination card or vet record must be provided as proof before the first walk.

Parasite Control: Your dog must be on a regular worming and flea treatment schedule. Please be prepared to provide proof of treatment if requested.

Male dog must be neutered to join our group walks as our group walks can be mixed, but where possible we will try to put same gender together, but this is not always possible.

12. Cat safety, security, and health:

•We do recognise that cats are independent creatures and, as such, often are left to come in and out freely. Unfortunately, accidents do happen and as such we cannot be held responsible for the safety of any cat that has injured itself or damaged property as a consequence of this freedom.

•If your cat/s need to be let in, i.e. does not have access via a cat flap, but are let out anyway, we will do our very best to call and ensure we’ve seen them, and will wait a reasonable amount of time, carry out duties and, if the cat hasn’t turned up, we will have to leave. We will endeavour to ensure the cat is in but we cannot, of course, guarantee it.

•We will act for you in your absence if we are unable to contact you.

•Animals are fully insured to travel in any vehicle driven by your pet carer. Unless you state otherwise, these terms and conditions assume that you, the client, have given permission for this.

13. Under 18's Training Classes & Sessions * Training only!

Under 18's are welcome to attend training sessions, with appropriate adult supervision. “Karen Ann’s” accepts no responsibility for children at training sessions, and it is the responsibility of the supervising adult to always ensure the children’s safety.

14.Veterinary & Legal Advice

Trainers working and walkers for “Karen Anns” are not qualified to provide veterinary or legal advice, and the information they provide is not intended to constitute as such.

15. Business disruption:

Where possible, “Karen Ann’s” will provide as much notice as reasonably possible for any period that we would be unable to provide the service this will only be in exceptional circumstances.

For unforeseeable circumstances, such as illness.

Notice of this will be given as soon as is reasonably possible by phone, text, email as appropriate or as stated on your preferred method of communication on your portal account.

16. Amendments to training Services

The Company reserves the right to make reasonable changes to class content, timing, or trainers where necessary.

If a material change is required (e.g. venue change outside a reasonable radius), Customers will be informed as soon as possible and may request a refund if they cannot attend.

Force Majeure: Karen Ann’s shall not be liable or responsible for any failure to perform, or delay in performance of, any of its obligations that is caused by events outside its reasonable control (“Force Majeure Event”).

Force Majeure Events include (but are not limited to): extreme weather, flood, fire, epidemic, pandemic, government restrictions, strikes, transport failures, venue closure, or any other event beyond The Company’s control.

Where a Force Majeure Event occurs, The Company will make all reasonable efforts to reschedule services. Refunds will not be issued unless specifically agreed at The Company’s discretion.

17. Inclement Weather – outdoor training

Training sessions, classes, may proceed in rain, wind, or cold weather.

In the event of severe or unsafe weather (e.g. heavy storms, lightning, high winds, ice, or flooding), The Company reserves the right to cancel or postpone sessions at short notice.

Where The Company cancels due to weather, Customers will be offered an alternative date or refund.

Customers choosing not to attend due to weather when the session is going ahead will not be entitled to a refund or reschedule outside the normal cancellation policy.

18. Standards - Pet Care and training services Insurance:

All walkers and vehicles are insured for the safe care and transport of your animal. Animals are fully insured to travel in any vehicle driven by your pet carer. Unless you state otherwise, these terms and conditions assume that you, the client, have given permission for this.

“Karen Ann’s” and its members have comprehensive insurance covering public liability, however we advise all clients to have their pets insured and reserve the right to refuse a booking, or request that a waiver form be signed, for any animal that is not insured.

• Karen Ann’s has Public Liability Insurance, which will cover injury and damage to third parties up to a maximum of £5 million Limit of Indemnity.

It is a condition precedent to liability that all locks, security and protective measures are put in operation whenever the property is left unattended. It is the clients’ responsibility to ensure that their property has all the appropriate security, locks and alarm systems, and that any cameras for their security are suitably maintained, “Karen Ann’s” will not be liable for any such security failures.

“Karen Ann’s” asks for an emergency contact in the event that, any security features are found to be or deemed faulty and needs your immediate attention.

Training services

Karen Ann’s agreeing to provide a professional and reliable service to their customers. All animals under the care of Karen Ann’s will be given the full care and attention needed to make their experience both fun and safe.

Customers must accept that accidents or illness may occur in such a manner that can neither be foreseen nor prevented by Karen Ann’s. The Customer shall indemnify Karen Ann’s, who shall be held harmless in the following circumstances, unless the company can be shown to be negligent:

If a Customer's dog causes harm to a person, animal, or damages property.

If a Customer's dog is injured or causes an accident.

If a Customer's dog 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 Karen Ann’s 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.

Karen Ann’s is covered by business insurance, but it is highly recommended that Customers have their own dog insurance to cover liability claims from a third party's.

19. Limitation of Liability

Nothing in these Terms shall limit The Company’s liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation.

Subject to the above, The Company shall not be liable for:

Loss of profits, revenue, or business opportunities.

Any indirect or consequential losses.

Any claim arising from circumstances where The Company is not at fault or negligent.

20. Liability

Customers accept that accidents, incidents, or illness may occur in a manner that cannot be foreseen or prevented. “Karen Ann’s” shall not be held liable unless negligence can be shown.

21. Keys – Pet care services only:

1 set of keys must be provided. Or lockbox code For dog services – keys retained by your walker will be kept securely and will only be marked with the name of your dog and an office code.

22. Parking Permits:

If permits for parking are required in your area (for example if your residential area is in a restricted parking zone), for any service where pet visits at your home may be necessary for a period,of time, these permits must be provided. Any pet visits, puppy care, cat care etc. will require this.

23. Equipment & Behaviour - Training

Customers must ensure that dogs arrive wearing a well-fitted and secure flat collar with an ID tag.

Extending, retractable leads, or any equipment designed to tighten, cause pain, or be aversive (e.g., choke chains, prong collars, check chains, e-collars, spray collars) are not permitted for any training session, class, or consultation.

Dogs must be kept on a lead during training (please no extendable leads as these are prone to fail or cause harmful accidents) and away from other dogs unless agreed with the Trainer.

Customers must tell “Karen Ann’s” in advance if their dog requires a muzzle. Dogs that require a muzzle must wear a well-fitting muzzle for all training sessions or assessments.

Customers are responsible for bringing any recommended equipment advised by “Karen Ann’s” for the session

Customers are expected to clean up after their dogs in and around the training venue and must bring suitable waste bags.

Customers must keep their dog under control during the Services and during wait periods before sessions. “Karen Ann’s” shall not be liable for accidents, incidents, or injuries outside the period of the session unless negligence can be proven.

Any dog that is unable to settle during a session and causes disruption may be removed. “Karen Ann’s” may suggest an alternative class or private session depending on the circumstances and the Trainer’s observations.

24. Feedback & Next Steps - Training

Any training plan provided shall be specific to the dog attending the Assessment Appointment. This plan is specifically designed for the intended recipient and should not be used for other dogs without prior consultation with “Karen Ann’s”. Its relevance or appropriateness for another dog cannot be guaranteed.

Customers agree to take all necessary steps to aid the Assessor and to follow on with any instruction or advice provided by the Assessor.

“Karen Ann’s” understand and accepts that if advice and training plans given by “Karen Ann’s” are not correctly followed, that their dog will not improve or transform as per any verbal or written assurances.

If the training plan and next session require the presence of another dog to complete the lesson, providing the additional dog shall be added to the One-to-One session invoice.

25. Private Training Sessions & After Private Sessions

Customers agree to take all necessary steps to follow on with any instruction or advice provided by the Trainer. The Customer understand and accepts that if advice and training plans given by “Karen Ann’s” are not correctly followed, that their dog will not improve as per any verbal or written assurances. Customers need to commit to reinforcing and practicing the training between sessions to see any improvement or transformation.

If the training plan and next session require the presence of another dog to complete the lesson, providing the additional dog shall be added to the One-to-One session invoice.

26. Communication policy

Urgent communications will be made by text or email or the “WhatsApp” app, as required and necessary.

It is also helpful to follow “Karen Ann’s”, on social media for some information.

27. Pet Care & Training Booking and payment Policy

Booking Pet care services:

This can be done on your own customer portal account including up to date pricing information for each service.

Please note that we cannot guarantee specific “time” appointments as we are subject to outside factors that are out of our control and as so we offer time slots and will start within the time slot chosen for each appointment.

Please note that sometimes times may need to be moved around, due to staff shortages in order to get to each appointment as quickly and efficiently as possible.

Booking the group paddock walk, services:

This can be done on your own customer portal account including up to date pricing information for each service.

Group walks (paddock) are a pre-booked and pre-paid service and must be booked at lease 10days prior to the appointment – please note these bookings cannot be changed or cancelled.

The time slots either than AM or PM slot and is either 1 hours or 2 hours with a bit of time either side for pick up and drop off.

Am slot: 8.30am to 1.30pm

Pm slot 1.30pm to 5.30pm

All dog training must be booked though the website www.KarenAnns.co.uk

28. Payment:

Pet Care Services:

Billing /Invoices agreement on a monthly payment for service provided to you these should be paid within 14 days of receipt.

Failure to pay for services provided to you within 14 days of receipt of Invoice, we have the right to suspend providing the service until payment has been made.

If after this, further failure to make payment within 7 days of receipt of invoice you will incur an overdue charge/admin charge of £25

Group paddock walks:

On booking this service you will receive an invoice to secure a space on our group walks this must be paid promptly for your pet to attend.

This service is a non-refundable and non-transferable as we pre-book a paddock for this service and we will not be refunded if we cancel for any reason.

Pet sitting and overnight stays:

25% Deposit required on booking for this service to secure you're the date/s required.

Remaining balance to be paid 5 working days before the first date booked.

Training services:

To be paid on booking on the website.

You can use the following methods:

Online transfer (BAC), Cash, Debit/credit card, PayPal.

For Debit card and PayPal payments, we are charged an admin fee for the facility to make payments easier for you, so unfortunately and regrettably, we will have to pass this fee on and as such this will incur a charge of £2.50 for each transaction.

“Karen Ann’s” have the right to end the contract with you if payment is not made or no attempt to pay has been made by yourselves.

29. Goodwill Rescheduling

“Karen Anns” may, at its discretion, offer a session reschedule outside the normal cancellation or booking windows as a goodwill gesture.

Any session moved under goodwill remains subject to “Karen Ann’s” discretion and does not create a right for further changes or refunds.

If the Customer declines the goodwill offer or later requests an alternative arrangement, normal cancellation policies will apply.

Goodwill gestures are final and intended as a one-off accommodation.

30. Services Cancellation policy

One to one walk including muti dog households and home visits:

Cancellations made more than 3 days before the secluded walk/visit will be cancelled without charge or if pre-paid reschedule to a date of your choice or receive a refund for the appointment/s.

Cancelled with more than 48 hours’ notice may be rescheduled.

Cancellations made with less than 48 hours’ notice are non-refundable.

If “Karen Ann’s” cancels a session, Customers will be offered an alternative date/time slot or refund.

Pet sitting and overnight stays:

25% Deposit None – refundable

Cancellation more than 28 days' notice will be refunded including 15% of pre-paid deposit.

Cancellation more than 20 days can be rescheduled for a later date, but further cancellation on same booking will be none - refundable.

Cancellation within 20 days is none refundable

Training Services:

Cancellations made more than 14 days before the start of a course or block will receive a refund or reschedule.

Cancellations made within 14 days of the start date are non-refundable.

Once a course or block has started, no refunds will be given for missed sessions.

Single one to one Sessions:

Cancelations 7 day or more will be refunded

Cancelled with more than 48 hours’ notice may be rescheduled.

Cancellations made with less than 48 hours’ notice are non-refundable.

If “Karen Ann’s” cancels a session, Customers will be offered an alternative date or refund.

07875741233

www.karenanns.co.uk

www.facebook.com/4Pawsforthought/

Acceptance of these T&Cs

Using “Karen Ann’s” services constitutes acceptance of these terms and conditions. These terms and conditions may change at any point without your prior consent. and we will ensure the latest version is available to you. Please do not hesitate to contact us for an up to date copy of them. We do everything we can to provide a professional, caring service. If you have any feedback that would help us improve our service, please let us know.

Terms of business for services effective 1st July 2016

Updates:

UPDATE 5TH NOVEMBER 2018, 2020, 2022, 2023

5th October 2025