The Small Print

Great & Small’s biggest priority is the welfare of pets in our care and to maintain client satisfaction. We will endeavour to give you and your dog the best service we can.

We require all our clients to fill out a Client Form applicable to the service you require, we can email you the appropriate form that will help us in our initial assessment of your pet. It is important that the information you provide is correct and complete (and does not omit vital ‘not so good’ points about your pet’s behaviour).

The Agreement Form will be kept on file for repeat services therefore please advise us of any relevant changes to your circumstances via writing or email. By completing a Client Form you will be expressly confirming your agreement to these terms and conditions and that we may rely on the information provided in it (as subsequently updated by you, if applicable).

We will not share your details with other organisations however from time to time we will contact you with news, offers and service updates, please let us know if you do not wish to receive such information.

Health and behaviour


All dogs must be fully vaccinated to include parvovirus, leptospirosis, hepatitis, distemper and kennel cough. We recommend routine tapeworm de-worming with a veterinary licensed product every three months and we strongly advise a monthly lungworm treatment as well as regular flea treatment. Please advise in writing/email of any relevant veterinary conditions your dog may have and any medication being taken.

We prefer all dogs (male and female) to be neutered unless under 6 months of age. We can accept bitches in season but request that owners inform us immediately if they suspect their dog may be coming into season so that we can make allowances for this in the salon or whilst out walking.

Please advise us of any previous aggression your dog has shown towards people and/or other dogs and inform us of any medication or circumstances that may have recently changed your dog’s behavioural pattern. It is also your responsibility to inform us if your dog has had any issues with food or toy possession, running off, constant barking, problems with house training etc this is extremely important in helping us to assess the level of care that your dog needs.



Service Provision


Dogs may be walked in parks therefore your dog may get dirty and possibly hair-matted particularly in wet weather, we will try to bring dogs back as clean as possible, however, it is very helpful if owners of day dogs/walking only dogs can provide us with towels left in the front hallway of your home so we can dry dogs off on delivering them back to you. We can bathe your dog prior to dropping them home if/when required for an additional fee.

Security and Emergency


We aim to provide a safe and secure environment for all our dogs as far as is reasonably possible. However, please be aware that by the very nature of the services we provide there are certain risks involved when dogs interact with other dogs, with persons who are strangers to them and in public places. Grooming services also bring particular risks as they involve the use of sharp instruments, such as scissors (so please be sure to tell us on the Client Card if your dog is of an especially sensitive or reactive nature).

It is the responsibility of the owner to make sure the collar provided with their dog is secure and tight enough so the dog cannot slip out of it.
Please tell us if your dog is to be walked on-lead only. All dogs must be microchipped. We are happy to arrange this for you. Owners are responsible for making sure their dogs wear tags with a contact name and telephone number attached.

In case of an emergency you agree we are authorised to seek veterinary care, where practical, at your own vet or the closest vet available if needs be. We will of course try to contact you immediately in the event of an accident. In any event, you agree to accept full responsibility for the cost of all veterinary care and to settle fees directly with the veterinarian involved. If an accident is caused by our own neglect we will of course cover any medical bills via our own insurance. All costs, fees and expenses incurred as a result of other accidents will be the responsibility of, and will be covered by, the owner and in any such case you agree to indemnify on demand us against any costs we may agree to incur for the benefit of securing treatment in an emergency.
 In the event a dog is abandoned with us and we are unable to contact you using all contact details provided. We do ask for an alternative contact for this purpose in case you are unable to collect or receive delivery of your dog at the time arranged. Please make sure this person is not travelling with you and preferably lives in London and will be on call if necessary. Abandoned dogs will be handed over to the local authority dog warden (or other appropriate person or care institution) at which point all further dealings regarding recovery of the dog must be with them. We will be entitled to treat a dog as having been abandoned if it has not been collected from us before 6 pm on the day of collection or, where we are to deliver the dog back to you, if we are unable to return the dog to the nominated address within half an hour after the agreed return time. You shall be solely responsible for any loss, costs, fees and expenses (“Loss”) suffered or incurred if a dog is deemed abandoned in accordance with these provisions and you shall indemnify us on demand against any such Loss we may incur as a result.

Your keys will be made available to all members of staff at Great & Small for pick up and drop off purposes and by providing us with your keys you are agreeing to allows us unaccompanied access to your property for the purposes of collecting and delivering your dog from and to it (and, if applicable, carrying out related activities such as towel drying dogs which have become wet or muddy). We perform appropriate background checks on all our staff. Please give us instructions on locking systems and alarm codes. Also please note it is against our policy to collect/leave keys under doormats and in special hidden places or to drop keys back through letter boxes so please do not ask us to do so. This is for your own security and ours.
At Great & Small we endeavour to preserve the security of all keys entrusted to us. If, however, for any reason your keys become lost or stolen whilst in our possession we will contact you as soon as possible after becoming aware of the fact. In any such case, our liability to you will be limited to the reasonable cost of replacing the relevant locks at the earliest convenience.


Bookings
All bookings must be made in person, via the telephone or via email. Texts and messages left on the answer machine will not be counted as a confirmed booking. Please try to give us 48 hours notice on all walking and Day Care services as we will need time to arrange pick ups/drop offs and staffing schedules. It will not always be possible to fit you in at the last minute but we will try our best to accommodate you.
 Cancellations must be made at least 48 hours (working hours only this does not include weekends or bank holidays) before the scheduled provision of service otherwise the full service fee will be charged.
 Prices are as separately advertised and may be altered from time to time without notice. Prices quoted are inclusive of VAT.



Reservation of rights


We may refuse to provide services in respect of any pet and reserve the right to withdraw services from any customer or pet at any time without prior warning. These terms and conditions may be subject to change at any time without prior notification.

Limitations of liability


In addition to the limitation of our liability in connection with the loss or theft of keys left in our possession (see above), we will not be liable to you in contract, tort (including negligence), for breach of statutory duty, or otherwise, for:
- any indirect or consequential loss of any kind whatsoever however caused; or

- any loss that consists of loss of business, revenue, profit or saving (in each case whether direct or indirect), even if you have advised us of the possibility of that type of loss.



Our maximum liability to you in connection with the provision of our services and/or arising from these terms and conditions shall not in any event exceed £5,000 although no limitation set out in these terms and conditions shall apply to limit our liability for fraud or in respect of the death of, or personal injury to, any human being.



Governing law


These terms and conditions (and the Client Card referred to above), and any dispute or claim arising out of or in connection with them or their subject matter (including non-contractual disputes or claims arising in connection with our agreement to provide services to you), shall be governed by, and construed in accordance with, the law of England and Wales and the English courts shall have exclusive jurisdiction in relation to any such dispute or claim.


Provision of any services implies you have understood and agreed to these terms and conditions.