Otis and Friends and Otis and Friends Club Terms and Conditions
Otis and Friends conducts business on the following terms, which you are deemed to have accepted by placing your pet with us;
1. GENERAL TERMS OF SERVICE
1.1 By requesting Otis and Friends services you do so for the week ahead and services will be approved and reserved dependent on availability. Unless you have regular days it is advised to book with as much notice as possible to ensure reservations.
1.2 For overnight sitting services, an upfront non refundable deposit of 50% of the agreed fee is required to confirm the booking. The rest of the amount will need to be paid 7 days before the sitting.
1.3 We require 1 set of (well-cut & fully working) door keys unless someone will always be available for collection and drop off of your pet. We will require a second set of keys for sitting services.
1.4 The cancellation period for walks is 48 hours. If a walk is cancelled with less than 48 hours notice, the walk will be charged as normal.
1.5 The cancellation period for Otis and Friends Adventures is 7 days. If you wish to cancel your dog’s attendance with less than 7 days’ notice, we won’t be able to refund you unless we find another dog to fill your spot.
2. OUR OBLIGATION TO YOU AND YOUR PET(S)
2.1 We will take all reasonable and necessary care to ensure the safety and welfare of your pet(s).
2.2 We will carry full insurance for Public Liability
2.3 We will act professionally and use only kind, positive handling methods only.
2.4 Although every effort will be made to prevent any harm to your pet whilst in our care we cannot be held responsible for injury/death caused by the pet to itself or to another animal or human, to the pet by another animal or human or our van/car is involved in an accident during pickups or drop offs.
2.5 We strongly recommend pet owners hold insurance liability for their pet(s).
2.6 In the unfortunate event that we consider your pet should be seen by a vet we endeavour to seek your prior verbal approval before emergency treatment takes place. We will also retain all receipts for reimbursement and communication from the veterinary practice.
2.7 Otis and Friends will use their professional judgement to decide an appropriate course of action during periods of extreme weather, including high/low temperatures, torrential rain and dangerous icy conditions. If it is deemed unsafe for either dog and/or walker, Otis and Friends will cut short, reschedule or cancel the service (refund guaranteed).
2.8 Although the utmost care will be taken to ensure the safe keeping of your pet, in the event the pet runs off or is lost Otis and Friends cannot assume responsibility. However, Otis and Friends will endeavour to assist in the search of the lost pet and will do their absolute best to make sure the pet is reunited with the owner.
3. YOUR OBLIGATIONS TO OTIS AND FRIENDS
3.1 Provide Otis and Friends with current/up to date vaccinations certificates and Vets details.
3.2 Ensure your pet(s)’ vaccinations are always up to date.
3.3 Ensure your pet is microchipped and registered to your address or that of your vets in accordance with the Law. Provide your dog with a collar and harness with a name-tag with your details and inform us if this is removed or lost.
3.4 To inform Otis and Friends promptly of any illness, infection, infestation or behavioural issue your pet may develop, so that Otis and Friends can safeguard your pet and other pets in their care.
3.5 To inform us if your female dog is due to, or comes into season and accepts that walks will not be available during this period. It will be at the discretion of Otis and Friends when group walks may be resumed. No liability can be accepted for problems that are due to the dog being in season.
4. OTIS AND FRIENDS CLUB TERMS & CONDITIONS
4.1 Your membership can only be used by yourself/your dog.
4.2 The minimum term is 30 days and you will be required to give 30 days’ notice should you wish to cancel but please note your reserved place may not be available should you decide to re-join.
4.3 Any discounts offered will be forfeited should you decide to cancel and then rejoin at a later date.
4.4 Otis and Friends will be closed for a total of 35 days during the year plus weekends and bank holidays. Holiday days will be confirmed with at least 4 weeks’ notice.
4.5 Customers' membership prices will remain the same during these periods and credits can be used before or after our break.
4.6 No more than 4 clients per month can decrease/freeze their membership and this is done on a first come first served basis.
4.7 Walks can be cancelled up to 24 hours before the walk without incurring any loss of credits. Please note that due to the high volume of bookings sometimes it might not be possible to reschedule your walk for the new requested time. We therefore advise cancelling/moving your walk only when strictly necessary and with as much notice as possible.
4.8 Your carried over credits have a validity of 3 calendar months For instance, if a credit wasn’t used in May it will be carried over only until August and this credit will have to be used in addition to the monthly purchased credits. (eg: if you purchased 5 credits in August and you have 1 credit to use from May you will need to use 6 credits in total in August not to lose any).
4.9 We cannot be held responsible for any reactions to any of the grooming products/treats that we use included in your membership. If your dog has any known allergies that you haven’t specified in your Pet Profile please notify us via Whatsapp.
4.10 If for any reason your dog is unable to carry on walks with Otis and Friends anymore (aggressive to other dogs/ sudden change in behaviour etc) unfortunately we won’t be able to refund any remaining credits back to you.
Payment
4.11 Payment will be taken via direct debit. If services are not paid we reserve the right to cease the contract and stop the services with immediate effect.
4.12 The Customer shall pay all amounts due under the Contract in full without any set-off, counterclaim, deduction or withholding (except for any deduction or withholding required by law). Otis and Friends may at any time, without limiting its other rights or remedies, set off any amount owing to it by the Customer against any amount payable by Otis and Friends to the Customer.
Cancellation of Membership
4.13 We will continue to bill your Payment Method on a monthly basis for your membership fee until you cancel. To cancel your membership drop us a message on Whatsapp.
4.14 Otis and Friends Club memberships automatically renew each month at the stated retail price until the subscription buyer notifies Otis and Friends that they wish to cancel.
4.15 Otis and Friends requires one month’s notice of cancellation of this contract. The Customer agrees to provide such notice or pay the amount that would be due during this notice period. The Customer may cancel with notice after an initial one-month membership period. Therefore the initial term is 60 days (30 days minimum term plus 30 days notice period).
4.16 The Customer will be able to use his credits until the last day of his contract. After this, any credits remaining or carried over will be lost.