Client Relationship Agreement
This agreement sets out the terms of our working relationship. Please read it carefully before your first walk — by using my services, you confirm that you understand and agree to the terms below.
Ready to get started?
Complete the intake form to begin your dog's assessment.
1. Our Commitment to You
At HillTop Hounds, we are committed to providing:
- Safe, professional and caring dog walking services
- Full insurance for your peace of mind
- Clear communication before, during and after each service
- Individualised care tailored to your dog's needs
- Honest and transparent business practices
- Compliance with all legal and insurance requirements
2. What We Need From You
Complete the Dog Intake and Disclosure Form
This helps me understand your dog's needs and ensure they are covered by my insurance.
Disclose all relevant information
This includes any history of biting, aggression, escape or legal restrictions.
Provide accurate contact and emergency details
I need to be able to contact you in an emergency.
Notify me of any changes
If your dog's health, behaviour or circumstances change, please let me know.
Provide suitable equipment
Please ensure your dog has a properly fitted collar or harness and lead.
3. What We Will Do For You
Safe Walking
We will walk your dog in safe, suitable locations and avoid known risks.
Insurance Cover
Your dog is covered by my public liability and care, custody & control insurance.
Communication
We will keep you updated and respond to your queries promptly.
Emergency Care
In an emergency, we will contact you and seek veterinary treatment if necessary.
Record Keeping
We will keep clear records of each walk, including any incidents.
Professional Conduct
We will act professionally and respectfully at all times.
4. Our Insurance — What It Means For You
£5,000,000
Injury to members of the public or damage to their property caused by your dog while in my care.
£25,000 per claim
Up to £75,000 in the annual aggregate. Veterinary fees if your dog is injured, escapes or dies while in my care.
£2,000 per dog
Up to six dogs covered. Veterinary fees if your dog becomes ill while in my care.
£10,000
If your keys are lost or stolen while in my care, replacement costs are covered.
£1,000,000
Covers legal costs if I need to defend or pursue legal action related to your dog's care.
£1,000
Covers leads, harnesses and other equipment used in your dog's care.
Please note: My insurance does not cover pre-existing medical conditions or dogs classified under the Dangerous Dogs Act 1991. You are welcome to ask to see a physical copy of my insurance certificate or to confirm the policy is active.
5. Your Dog's Assessment
Before accepting your dog, I will:
Ask you to complete the Dog Intake and Disclosure Form.
Review the form and identify any potential risks.
Conduct a meet-and-greet to assess your dog's temperament.
Decide whether your dog is suitable for my services and covered by my insurance.
I reserve the right to refuse a dog if the risks cannot be safely managed.
6. Emergency Procedures
Your dog is injured
I will contact you immediately. If you cannot be reached, I will contact your emergency contact. If necessary, I will seek urgent veterinary treatment.
Your dog escapes
I will search for your dog, contact you and contact the relevant authorities.
Your dog bites someone
I will contact you, obtain medical assistance if needed and complete an incident report.
Your dog is involved in an incident
I will complete an incident report and notify my insurer in accordance with the policy terms.
7. Payment Terms
- Payment: Due before the service.
- Cancellation: Cancellations with less than 48 hours' notice may incur a charge of 100% of the fee.
- Late Payment: Late payments may incur a £5.50 fee.
8. Complaints Procedure
Contact me directly to discuss your concern.
If not satisfied, submit a written complaint.
I will acknowledge your complaint within 5 working days.
I will provide a full response within 14 working days.
If still not satisfied, refer the matter to the relevant complaints body.
9. Termination
Breach of Agreement
I may terminate the service.
Risk to Safety
If I believe your dog poses a risk to me, others or other animals, I may terminate the service.
Non-payment
I may suspend or terminate the service if you fail to pay fees.
10. Agreement
By using my services, you agree to:
- Complete the Dog Intake and Disclosure Form.
- Provide accurate and complete information.
- Notify me of any changes.
- Pay fees in accordance with the agreed terms.
- Comply with the terms of this agreement.
I confirm that I have read and understood this agreement.
Signature: __________________________
Print Name: __________________________
Date: __________________________
I confirm that I will provide the services as described.
Signature: __________________________
Print Name: James Matthew Grant
Date: __________________________