Terms and Conditions
One Leads Two Minds Ltd
The client will be asked to sign the Terms and Conditions prior to the first service.
1. DEFINITIONS
For the purpose of these Terms and Conditions:
"Terms and Conditions” refers to a binding contract between the Company and the Client, outlining the rules, boundaries, and responsibilities for both parties (referred to as “Terms and Conditions” or “Contract” in this Terms and Conditions document)
“Company” refers to One Leads Two Minds Ltd (referred to as “the Company”, “We”, “Us”, “Our” or “One Lead Two Minds” in this Terms and Conditions document).
“Client” refers to a person or business entity purchasing Services from the “Company”.
“Service” refers to services set out on the Company website (oneleadtwominds.com). We may explicitly mention some services in this Terms and Conditions document.
2. DESCRIPTION OF SERVICES
All details regarding Our services are fully described on Our website (oneleadtwominds.com). We encourage the Client to review the service descriptions online to ensure clarity and prevent any misunderstandings or unrealistic expectations.
If the Client has questions about Our services or requires clarification on any aspect, the Client shall contact Us directly, and We will be happy to assist.
Arrangements for collection and return, as well as lead or off-lead conditions for dog walks, are agreed individually between the Client and Us on a case-by-case basis to best suit the Client’s dog's needs and circumstances.
3. DOG INFORMATION AND OWNER RESPONSIBILITIES
To help Us provide safe services and appropriate care, the Client is required to confirm the following regarding the Client’s dog(s):
The Client’s dog(s) is legally owned by the Client/the Client’s family members.
The Client’s dog(s) is microchipped and wears an appropriate ID tag in compliance with applicable law.
The Client has fully disclosed all relevant medical conditions, behavioural issues, and special requirements for the Client’s dog(s).
Pack walks: The Client’s dog(s) are vaccinated.
By providing this information, the Client confirms that all details are accurate and up to date. If any changes occur, such as in the dog’s health or behaviour, the Client must notify Us as soon as possible, so We can continue to provide the best care and comply with legal requirements.
Accurate and transparent information is essential for the safety and well-being of the Client’s dog(s), other animals, and the wider community.
4. BOOKINGS
4.1. Booking Confirmation
All bookings should be confirmed at least 48 hours in advance. This requirement allows Us to organise schedules effectively and ensure availability. Bookings that are not confirmed within this timeframe may not be guaranteed.
4.2. How to Book
All bookings are handled via email or in person.
If the booking is made via email, the Client shall provide the Client’s preferred date and time, and We will promptly confirm the reservation. If the date and time requested by the Client are not available, We will do Our best to find an alternative date and time.
4.3. Flexibility Clause
We make every effort to begin each scheduled service on time. To accommodate busy schedules and unexpected events, We request a 15-minute grace period before or after the scheduled start time of the service. For example, a 1:00pm appointment may start any time between 1:00pm and 1:15pm. No matter when the Client’s service starts within this window, the Client will always receive the full, originally planned duration. Our goal is to provide a smooth and pleasant experience for everyone.
If the Client arrives after the scheduled start time, the service will still proceed. However, it will end at the originally scheduled finish time. For example, if the Client arrives 10 minutes late for a 1:00pm to 2:00pm appointment, the appointment will still end at 2:00pm. The lost time cannot be made up. Full payment for the service remains due even if the service is shortened as a result of the Client's late arrival.
5. CHARGES
5.1. Services Prices
The prices for Our services are listed on Our website (oneleadtwominds.com). Our prices are reviewed regularly. Any price increase will be communicated to the Client in writing at least 60 days before the effective date.
If a service is scheduled in a private/enclosed field, the Client pays the private/enclosed field’s hiring fee.
5.2. Travel Charges
Our dog walking and training fees include travel within 10 miles of Our base. For appointments outside this radius, a charge of £0.45 per mile will apply, calculated based on the most practical driving route. We will confirm any additional charges with the Client in advance.
Travel charges do not apply to the pack walking service.
6. CANCELLATIONS AND RESCHEDULING
We strive to offer flexibility when changes arise but also need to ensure a fair and consistent schedule for everyone. Please review Our terms below to understand how We handle cancellations, rescheduling, and emergencies:
6.1. One-off Sessions and Pack Walks
By the Client:
Cancellations or rescheduling requests for one-off dog walking, one-off 1:1 dog training sessions, and pack walks must be made in writing at least 48 hours before the scheduled start time. Cancellations with less than 48 hours' written notice are non-refundable and cannot be rescheduled, unless there is an emergency.
By the Company:
If We need to cancel a one-off dog walking session, one-off 1:1 dog training session, or pack walk, We will provide as much notice as possible and offer the option to reschedule or provide a refund if rescheduling is not possible.
6.2. Dog Walking Monthly Memberships
By the Client:
All dog walks in a membership must be used within 1 month of the block start date. Remaining sessions after this period will expire and are non-refundable, except in emergencies. Cancellations or rescheduling requests for any dog walk in a given month must be made in writing at least 48 hours before the scheduled start time. Cancellations with less than 48 hours' written notice are non-refundable and cannot be rescheduled, unless there is an emergency. Any adjustments, including but not limited to pausing the membership or changing the number of walks in a given month, should be requested in writing at least 48 hours before the start of the next rolling period.
By the Company:
If We need to cancel any walk in a given month, We will provide as much notice as possible and offer the option to reschedule or provide a refund for that walk if rescheduling is not possible.
6.3. 1:1 Dog Training Session Blocks
By the Client:
All dog training sessions in a block must be used within 1 year of payment. Expired sessions are non-refundable. Cancellations or rescheduling requests for any individual session within a block must be made in writing at least 48 hours before the scheduled start time. Cancellations with less than 48 hours' written notice are non-refundable and cannot be rescheduled, unless there is an emergency.
By the Company:
If We need to cancel any dog training session in a block, We will provide as much notice as possible and offer the option to reschedule or provide a refund for that session if rescheduling is not possible.
6.4. Unforeseen Circumstances and Emergencies
We understand emergencies and unforeseen circumstances may arise for the Client or Us. In such cases, each party shall notify the other in writing via email as soon as possible. We will then work with the Client to find a fair solution, such as rescheduling the Client’s services. The Client shall not hesitate to reach out to Us with any concerns or questions regarding the services.
6.5. Bad Weather
We understand that unexpected extreme weather, e.g., hot, cold, or wet conditions, may occur. As the welfare of the dogs is Our priority, We reschedule services in these circumstances.
Please see the separate TERMINATION OF CONTRACT section for details regarding contract termination notice periods and refunds.
7. TERMINATION OF CONTRACT
7.1. Notice Periods
We understand that plans can change. To ensure fairness and clarity, the following notice periods apply to contract termination:
By the Client and the Company:
Monthly dog walking memberships: At least 14 days’ written notice before the start of a new rolling period is required, unless there is an emergency.
One-off dog walking, 1:1 dog training (one-off and session blocks), and pack walks: At least 48 hours’ written notice before the scheduled service is required, unless there is an emergency.
7.2. Refunds
If the contract is terminated by either party within the notice period, all pre-paid session payments will be refunded to the Client.
If We terminate the contract outside the agreed notice period, all prepaid session payments will be refunded to the Client.
If the Client terminates the contract outside the notice period, prepaid session payments will not be refunded to the Client.
We appreciate the Client’s cooperation with these policies, which help Us deliver a fair and reliable service for the Clients.
8. PAYMENT
8.1. Advance Payment Requirement
To secure the Client’s scheduled services, full payment via bank transfer is required in advance. This ensures the Client’s booking is held and allows Us to manage Our schedule efficiently.
Monthly dog walking memberships: payment is due at least 48 hours before the start of each new rolling period.
One-off dog walking, 1:1 dog training (one-off and session blocks), and pack walks: payment is due at least 48 hours before the scheduled service.
8.2. Non-Payment
If payment is not received by the due date, We may need to suspend all or part of the agreed services until the outstanding amount is paid in full. We appreciate the Client’s understanding and cooperation with this policy, which helps Us maintain a reliable service for everyone.
9. LOST, DAMAGED, OR STOLEN ITEMS
We always take great care to ensure the safety of the Client’s dog(s) and the security of the Client’s belongings while providing Our services. However, all the Client’s personal items provided for the Client’s dog(s), including but not limited to leads, harnesses, collars, coats, tags, toys, and other accessories or items left with the Client’s dog(s), are used at the Client’s risk. While We aim to safeguard the belongings of the Client’s dog(s), We cannot accept responsibility for any lost, damaged or stolen items that may occur during walks, training, or pack walk sessions. We are also not responsible for damage to items that are already worn or weakened prior to the walks, training, or pack walk sessions.
Nonetheless, if the Client discovers any loss or damage after a walk, training, or pack walk session, the Client shall notify Us within 24 hours so that We can investigate and, where possible, assist. If any item is found damaged or missing at the end of a walk, training, or pack walk session, We will promptly notify the Client.
We recommend that valuable or irreplaceable items, such as favourite toys or speciality equipment, are not used during walks, training, or pack walk sessions, to reduce the risks of loss or wear.
10. INJURIES, LOSS OR DAMAGE CAUSED BY THE CLIENT’S DOG(S)
The Client is solely responsible for any and all medical expenses, damages, loss, or harm resulting from injuries, loss or damage caused by the Client’s dog(s) to Our staff, other persons, animals, or property. This responsibility applies whether such incidents occur while the Client’s dog(s) are under Our care or while utilising any services We provide. The Client further agrees to indemnify and hold Us harmless from and against any claims, liabilities, losses, or expenses arising from injuries, loss, or damages caused by the Client’s dog(s) to any person, animal, or third party. This obligation to indemnify includes but is not limited to claims made by individuals or entities for injuries, loss, or damages resulting from the Client’s dog(s) during the provision of Our services.
11. WELFARE
During the initial assessment, before providing any services, We collect essential information about the Client’s dog(s), including but not limited to medical history, behavioural background, and any specific needs or concerns. The Client is responsible for providing accurate and complete information. This allows Us to evaluate any potential risks associated with the Client’s dog(s) health, behaviour, and environment, ensuring We can provide the safest and most appropriate services. By completing these forms, the Client helps Us tailor Our services to the dog(s) individual requirements and supports the well-being of the dog(s) and the wider community. The Client declares that everything discussed during the initial assessment is true and a fair representation of the Client’s dog(s), and understands that providing incomplete or inaccurate information may affect the safety and quality of the services provided as well as lead to termination of the contract between the Client and Us.
For the safety, health, and well-being of all dogs We work with, as well as Our staff and the wider community, the following requirements apply to all services:
Vaccinations: The Client must keep the Client’s dog(s) up to date on core vaccinations and provide proof of current vaccinations when requested, before services begin. If the Client’s dog(s) are a puppy and still in the vaccination cycle, some 1:1 dog training services may allow an exemption. These details are discussed on a case-by-case basis between the Client and Us to ensure the safety and well-being of the Client’s dog(s).
Flea, Tick, and Anti-Worm Treatments: The Client must ensure that the Client’s dog(s) receive regular flea, tick, and worm treatments. Keeping preventive treatments up to date is the Client’s responsibility.
General Health: The Client must confirm that the Client’s dog(s) are in good general health and free from any contagious, transmissible, infectious, zoonotic, or other communicable diseases. If the Client’s dog(s) are unwell, have been exposed to an infectious disease, or show signs of illness such as vomiting, diarrhoea, coughing or anything else, the Client must immediately inform Us and notify Us before the scheduled service date. The services then may be postponed or rescheduled if necessary.
Behaviour: The Client must inform Us if the Client’s dog(s) have any known behavioural issues, including but not limited to aggression, reactivity, or fear-based behaviours. It is the Client’s responsibility to disclose these behaviours in advance. We reserve the right to refuse or terminate services if the behaviour of the Client’s dog(s) poses a risk to the Client’s dog(s), Our staff, other animals, or people.
Allergies and intolerances: The Client must disclose if the Client’s dog(s) have any known intolerances or allergies to foods, plants, other allergens, and any other special dietary needs for the Client’s dog(s). We do not accept liability for any potential or actual allergic reaction of the Client’s dog(s).
Welfare: We are committed to upholding the highest standards of animal welfare. If We believe continuing a session would compromise the welfare of any dog or others, We reserve the right to terminate that session. While We take all reasonable precautions, the Client is responsible for ensuring the Client’s dog(s) are adequately protected, as We cannot guarantee the dog(s) will not be exposed to disease at any venue or through interactions. We do not accept liability for any potential or actual exposure of the Client’s dog(s) to disease.
By booking Our services, the Client confirms that the Client’s dog(s) meet all the above requirements.
12. EMERGENCY CARE AND VETERINARY TREATMENT
The safety and well-being of the Client’s dog(s) are Our highest priority. In the event of an emergency or if the Client’s dog(s) require urgent medical attention during Our care, the following procedures apply:
Emergency Contact Details: The Client is required to provide up-to-date emergency contact information before the start of any service. This ensures We can reach the Client quickly if needed.
Permission to Seek Veterinary Treatment: By entering into these Terms and Conditions, the Client grants Us permission to seek prompt veterinary care for the Client’s dog(s) at Our discretion if We believe it is necessary for the Client’s dog(s) health or safety and are unable to contact the Client in time.
Preferred Veterinary Practice: Wherever possible, We will take the Client’s dog(s) to the Client’s nominated or preferred veterinary practice. If the Client's preferred vet is unavailable or the situation is urgent, We reserve the right to use the nearest available veterinary clinic.
Responsibility for Veterinary Costs: All veterinary costs, including but not limited to consultation fees, treatments, and medications, are the Client's responsibility. The Client will be provided with all relevant information and receipts following any veterinary visit.
13. DOGS ON DOGS ON THE DDA (DANGEROUS DOG ACT)
If the Client’s dog(s) are listed on the DDA (Dangerous Dog Act), to comply with Our insurance, the Client’s dog(s) must:
· Be registered with the Index of Exempted Dogs (IED), and have an IED life certificate
· Have public liability insurance
· Have a lead and muzzle for walking in public
· Be neutered
· Be microchipped
If the Client fails to comply with the above-mentioned requirements, We reserve the right to refuse to provide Our services.
If the Client’s dog(s) is listed on the DDA, Our dog handler ratio is 1:1 at all times.
14. DOG(S) IN SEASON
The Client must inform Us if the Client’s dog(s) are in season (in heat) prior to any dog walking or dog training sessions, so We can adjust the sessions’ time and location accordingly.
Pack walks shall be rescheduled to a later date after the season has ended, or fully refunded if rescheduling is not feasible.
15. KEY HOLDING AND HOME ACCESS
To ensure seamless access for scheduled dog walking appointments, the Client agrees to provide or arrange for keys to be available to Us in advance of the dog walk.
Key Storage: All keys provided to Us by the Client are securely stored. The key(s) are accessible only to authorised team members to fulfil the agreed services. We agree not to loan, transfer, give possession of, misuse or alter the Client’s key(s).
Key Collection: The Client and We shall agree on the times We access and leave the Client’s property, and how the property shall be left, e.g. which doors shall be left locked and any other requested security measures.
Return of Keys: How the key(s) are returned to the Client is discussed in advance of the dog walk. They can be returned to the Client after every walk, upon termination of Our services or at the Client’s request. The Client and We arrange a mutually convenient time for the handover, and confirmation of return is provided.
Lost and Stolen Keys: In the unlikely event that the Client’s key(s) are lost or stolen, We will inform the Client immediately and cooperate fully to resolve the situation. This may include covering the reasonable costs of replacing the key and, if necessary, changing locks to maintain the Client’s home security.
Our key-holding procedures are designed to prioritise the Client’s security and peace of mind at every stage of Our service.
16. DATA PROTECTION AND PRIVACY
The Client’s privacy is of utmost importance to Us. For comprehensive information regarding the collection, use, and safeguarding of the Client’s personal data, please refer to Our Privacy Notice (oneleadtwominds.com/privacy-notice).
As highlighted in Our Privacy Notice, We may take photographs and videos of the Client’s dog(s) and the Client for:
Social media
Marketing
Website content
Any photographs and videos taken remain Our property. The Client can withdraw consent to the taking of photographs and videos of the Client and the Client’s dog(s) in writing at any time by emailing Us.
If the photographs and/or videos of the Client’s dog(s) and the Client have been used before the consent is withdrawn, We will do our best to remove them from Our social media and website. We will not use them for marketing purposes from the date of consent withdrawal; however, We will not be able to recall the marketing materials, including but not limited to leaflets, that have already been distributed, and this content may remain publicly available indefinitely.
17. INSURANCE
We hold comprehensive insurance to protect both the Clients and Us. Our cover includes Public & Products Liability and Professional Indemnity Insurance. Further details of Our insurance are available upon request.