Cooper’s Gang Limited
These Terms & Conditions explain how our dog-walking services operate and what customers can expect when booking with Cooper’s Gang. By making a booking, you agree to these terms, which should be read alongside your booking confirmation and any specific arrangements agreed with us.
1. Our Dog Walking Services
Cooper’s Gang offers group and private dog-walking services in our designated service area.
Walks are scheduled for 60 minutes, with sessions currently planned for weekdays at 10:30am and 1:30pm, subject to availability.
Group walks are designed for dogs that are suitable for walking together. Private walks are arranged for one household at a time, subject to confirmation.
Collection and return arrangements will be agreed with you when your booking is confirmed. Collection may be on foot or by vehicle, depending on the service and arrangements agreed.
We will communicate any material changes to your confirmed booking.
2. Bookings and Payments
All walks must be booked in advance through our booking system or another booking method confirmed by Cooper’s Gang.
Bookings are subject to availability and acceptance by Cooper’s Gang.
Prices will be displayed at the time of booking. Payment must be made in accordance with the instructions provided during the booking process.
Customers must provide accurate contact details, collection and return instructions, emergency contact information and any other information reasonably required to provide the service safely.
3. Five-Walk and Ten-Walk Packages
We offer prepaid packages of five and ten walks, subject to availability and the package options displayed at the time of purchase.
Each package is valid for six months from the date of purchase. All walks included in the package must be booked and used within that period.
Customers purchase the package first and arrange individual walks afterwards through our booking system, subject to availability.
A package does not guarantee a particular day or time. We recommend booking in advance to secure preferred sessions.
Package walks are for the dog or dogs specified at the time of purchase and cannot be transferred to another person or dog without our prior agreement.
If a package expires with unused walks remaining, please contact us. Any refund or extension will be considered in accordance with the applicable terms and consumer rights. We will not exclude any refund or other right that the law requires us to provide.
4. Cancellations and Changes by Customers
We require at least 48 hours’ notice if you wish to cancel or change a booked walk.
Please contact us as soon as possible using the contact details provided in your booking confirmation.
Where at least 48 hours’ notice is given, the booking payment or package credit will be returned to your account or handled in accordance with the cancellation arrangements confirmed at booking.
Where less than 48 hours’ notice is given, the walk may be charged in full or the package credit may be deducted, subject to the cancellation policy disclosed at the time of booking and applicable consumer law.
If you need to cancel because of an unexpected emergency, please contact us. We will consider the circumstances fairly.
If we are able to fill the cancelled appointment with another customer, we will take this into account when determining any cancellation charge.
5. Cancellations or Changes by Cooper’s Gang
Occasionally, we may need to cancel or change a walk because of staff illness, operational difficulties, unsafe conditions or other circumstances beyond our reasonable control.
Where we cancel a walk and cannot provide an appropriate alternative, we will offer a replacement booking, restore the relevant package credit or provide a refund, as appropriate to the circumstances and applicable law.
We will notify you as soon as reasonably possible and explain the options available.
6. Bad Weather and Unsafe Conditions
The safety and welfare of dogs, our team and the public are our priority.
We assess weather and outdoor conditions on a case-by-case basis. Heavy rain, extreme temperatures, storms, ice, flooding or other unsafe conditions may mean that a walk needs to be changed, delayed or cancelled.
Where possible, we will discuss an alternative date or time with you.
If we cancel a walk because conditions are unsafe, we will explain whether the booking will be rescheduled, credited or refunded, taking account of the circumstances and applicable consumer law.
We will not automatically treat every weather-related cancellation in the same way.
7. Dog Suitability and Behaviour
Before accepting a booking, we may ask for information about your dog’s temperament, socialisation, training, health, recall, behaviour around other dogs and people, and any previous incidents relevant to safety.
Group walks are subject to our assessment of each dog’s suitability and compatibility with the other dogs in the group.
You must tell us about any known aggression, biting, escape behaviour, anxiety, reactivity or other circumstances that may affect safe handling.
We reserve the right to decline a booking, recommend a private walk or discontinue a walk if we reasonably believe that the arrangement is unsuitable or unsafe.
Where reasonably practicable, we will discuss concerns and suitable alternatives with you.
8. Health, Vaccinations and Parasite Prevention
You must provide accurate information about your dog’s health, relevant medical conditions, mobility, allergies, medication and any special care requirements.
Please ensure that your dog’s vaccinations and parasite prevention are appropriate for their circumstances and that you follow veterinary advice.
You must tell us promptly if your dog develops a contagious illness or has been exposed to a condition that could pose a risk to other dogs.
We may postpone or decline a walk if we reasonably consider that a dog’s health presents a risk to that dog, other animals or people.
Please provide written instructions for any agreed medication or special care.
9. Collection, Access and Return
You are responsible for providing accurate collection and return instructions and ensuring that we can safely access the agreed collection point.
Where keys, access codes or other entry arrangements are required, these must be agreed in advance and provided securely.
You must tell us about any changes to access arrangements, household occupants or circumstances that could affect collection or return.
Please ensure that your dog can be safely handed over at the agreed time and that any required harness, collar, lead or other equipment is available.
If we cannot safely collect or return your dog because access is unavailable or the agreed arrangements cannot be followed, we will contact you to discuss the next steps.
Any additional charges will be communicated in advance where reasonably practicable and must be fair and proportionate.
10. Leads, Equipment and Control
Dogs will be handled using suitable equipment and managed in accordance with their individual needs and the circumstances of the walk.
Dogs will generally remain on a lead unless an alternative arrangement has been specifically agreed and is appropriate and lawful.
You must disclose any known tendency to escape, pull excessively, slip equipment or react unpredictably.
We will not promise off-lead exercise or recall training as part of a standard dog-walking booking.
11. Emergencies and Veterinary Care
If your dog becomes unwell, injured or involved in an incident during our care, we will take reasonable steps to protect their welfare and contact you or your nominated emergency contact as soon as reasonably practicable.
Where urgent veterinary attention is reasonably necessary and we cannot reach you promptly, we may arrange appropriate veterinary assistance in the interests of your dog’s welfare.
You authorise us to seek urgent veterinary assistance in these circumstances.
You remain responsible for veterinary fees and other reasonable costs associated with your dog’s treatment, except where those costs arise from our own legal responsibility or where the law provides otherwise.
Please provide accurate veterinary contact details and ensure that your emergency contact information remains up to date.
12. Other Dogs, People and Property
We take reasonable care when handling dogs and conducting walks.
You must tell us about any known risks that may affect other dogs, members of the public, our staff or property.
If an incident occurs, we will take reasonable steps to manage the situation, contact the relevant parties and record the details where appropriate.
Any responsibility for injury, damage or loss will be determined in accordance with the circumstances and applicable law.
13. Insurance and Responsibility
Cooper’s Gang maintains insurance for its services. The scope of cover is subject to the applicable policy terms and conditions.
We will exercise reasonable care and skill when providing our services.
Nothing in these Terms & Conditions excludes or limits liability where it would be unlawful to do so, including any liability that cannot legally be excluded or limited.
Customers remain responsible for providing accurate information about their dogs and following reasonable safety instructions.
14. Customer Responsibilities
By booking a walk, you agree to:
- Provide accurate information about your dog and disclose relevant health or behavioural concerns.
- Provide suitable equipment and clear collection and return instructions.
- Ensure that your dog is available at the agreed collection time.
- Maintain up-to-date contact and emergency details.
- Notify us promptly of any changes that could affect your dog’s safety or suitability for a walk.
- Treat our team respectfully and communicate any concerns promptly.
- Pay the agreed fees in accordance with the booking arrangements.
15. Complaints and Feedback
If you have a concern about a walk or our service, please contact Cooper’s Gang directly so that we can investigate and respond.
We aim to resolve concerns fairly and promptly. Please provide relevant details, including the date of the walk and any information that may help us understand what happened.
16. Changes to These Terms
We may update these Terms & Conditions when reasonably necessary, for example to reflect changes to our services, booking procedures or legal requirements.
Any updated terms will be published on our website with an appropriate effective date. Changes will not retrospectively remove rights you already have under an existing agreement.
Where a change materially affects an existing booking or package, we will communicate the change and explain any options available to you.
17. Privacy
We use customer and dog information to manage bookings, provide our services, communicate with you and respond to emergencies.
Personal information will be handled in accordance with our Privacy Policy, available on our website.
18. Governing Law
These Terms & Conditions are governed by the laws of England and Wales, subject to any mandatory consumer rights that apply to you.
Nothing in these terms prevents you from exercising your statutory rights.
Cooper’s Gang Limited
For questions about these Terms & Conditions or your booking, please contact us using the contact details on our Contact page.