Terms and Conditions
Payment
We accept payment for goods via any of the following payment methods: Visa, Visa Debit, Mastercard, Apple Pay, Google pay, American Express and Klarna. Payment must be paid before goods are shipped.
Cancelling Orders
All our foods are freshly made by our supplier for you, to ensure the best possible quality and shelf life. Once your order has been placed and processed by us it cannot be cancelled.
Returns
If you change your mind about a product you are entitled to return it to us within 14 days of receiving the goods. To be eligible for a return, your item must ahere to the following:
- Be unopened and in the same condition that you received it
- Be in original packaging.
Please note customers will be responsible for return shipping costs (£8.50 per large box or £3.99 for small parcels).
If an item arrives damaged please contact us to discuss return/replacement.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
Shipping times
We send our packages via DPD or Royal Mail. We ask you allow up to a week to receive your order to allow for any unexpected delays. We aim to shop orders within 3 working days.
Please note orders are processed Monday-Friday only. If you make a weekend order it will be processed the next working day. Deliveries will not be processed on bank holidays or public holidays so please be aware of any delays this could cause.
Receiving goods
If ordering kibble, you will receive a text from DPD on the day of delivery confirming what time a delivery attempt will be made. It is important someone be in to accept the delivery otherwise it will be sent back to the depot. It is the customers responsibility to contact DPD for redelivery or pay any associated costs.
Liability Policies
- Thaxted Pet Co. cannot be held responsible for any pets that bite members of the public or other animals
- Thaxted Pet Co. cannot be held responsible if a pet suffers an accidental death or escapes due to faulty fencing or gates in the home
- Thaxted Pet Co. cannot be held responsible for any damage a pet may create in the clients home
- Thaxted Pet Co. cannot be held responsible for any actions or complications that pets suffer whilst they are unattended
- Thaxted Pet Co. has the right to refuse service if your pet shows signs of aggression. Depending on the severity of circumstances, services may continue to be carried out, however, we would insist your pet would need to be muzzled and on the lead at all times
- Thaxted Pet Co. reserves the right to refuse service if your dog is too unruly/untrained and the operation of services is causing stress/injury to the walker or other animals.
- Thaxted Pet Co. will not let dogs off the lead unless specified on the pet care agreement sheet signed by client
- The client understands that all dogs must have a veterinarian, be up to date with vaccinations and be micro chipped
- Thaxted Pet Co. will only communicate with the client directly, communication via third parties will only be acceptable in emergency or exceptional circumstances.
Cancellation Policy
Cancellations must be made within 24 hours of scheduled service or a cancellation fee totalling to half of the service/s booked will apply.
For bookings of 3 days or more, we ask that 72 hours notice is given if cancelling or a cancellation fee totalling to half of the service/s booked will apply.
If we are unable to gain access into the property, your pet is not home or you no longer require the service upon arrival the full service amount will be payable.
The cancellation policy will only not apply in exceptional circumstances.
Payment Arrangement
We respectfully ask that you settle your invoice within 7 days from when the service was carried out. If you are unable to pay for services provided, we will not be able to carry out any future services until payment has been made. We accept both cash and BAC’s payments, cheques will not be accepted.
We ask that new customers pay on a weekly basis for the first 3 month of services, thereafter, monthly invoicing can be discussed.
For week long bookings a 50% deposit will apply before services are carried out.
Business Hours
Business and visiting hours are Monday- Friday between 9am and 6pm. We can offer later visits, however, this will include a minimum surcharge of £2.50.
We cannot guarantee visits/walks will be done at the exact time slot, however, visits will be done within 30 minutes of the allotted time.
Weekend visits/walks may be arranged in advance, however, may include an extra charge which should be discussed on initially meeting.
Equipment
Thaxted Pet Co. provides leads, dog waste bags and treats for your pet as part of the service. If you do not wish your pet to receive any treats please inform us during initial meeting. If you are booking our walking service you are expected to provide a suitable collar or harness with identification (required by law).
All equipment should be in fully working condition with no splits or damage that makes them unsafe to use. If you are unable to provide the above, we will not be able to carry out the service and this will be charged as a cancellation.
Trial Walks
Please note that trial walks of 30 minutes or more will be charged at current rate.
Client’s Keys
Thaxted Pet Co. ensures that client’s keys are held securely. If clients do not require us to keep a key we are happy to collect within Thaxted. However, if outside Thaxted a surcharge will apply depending on distance. Clients are always welcome to drop off keys to us. Please note that keys left in safe place on client’s property are Thaxted Pet Co.s responsibility.
Walking times
On completion of clients contract, Thaxted Pet Co. will establish time/duration of dog walks with the client. If the client wishes to make any future changes, we cannot guarantee change of contract.
Group walking hours run from 10:30 am - 1:30pm. Thaxted Pet Co. aims to collect your pet anytime between these hours of service and cannot guarantee a specific time for collection/drop off.
Solo walking hours may differ and this should be discussed upon initial meeting.
Please note - circumstances beyond our control may result in alteration of usual walking times. In these circumstances Thaxted Pet Co. will contact you.
Weather
Thaxted Pet Co. carries out walks in varying weather conditions. In the event of extreme weather such as snow or excessive heat - we will contact you regarding your dog and assess whether it is safe for the service to be carried out.
As we walk in the countryside, it is inevitable that we will experience muddy/wet weather, especially in the winter months. Thaxted Pet Co. carries water and towels to clean excess mud after your pets walk. However, the client understands that pets may not be completely clean/dry when leaving them back in the home. It is the clients responsibility to inform us of a suitable place to leave your pet when dropping them home.
Right to refuse service
Thaxted Pet Co. retains the right to refuse service if the clients pet is unruly/untrained and causing stress/injury to members of staff or other animals in our care. Thaxted Pet Co. also retains the right to refuse service to any client that are abusive to members of staff.
Emergencies
The Client agrees to authorise Thaxted Pet Co. to handle any emergencies that may occur. We will make every effort to contact you, however, the client gives authority to Thaxted Pet Co. to act in your pet’s best interest if an emergency arises.
Month trial period
The Client agrees that all walking services are initially part of a one month trial period to determine the suitability.