How I Care: My Protocols & Promises

Your pet's safety, comfort, and wellbeing are my top priorities. Here's what you can expect when you trust me with your fur baby.

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• Small group sizes only – I keep numbers low in my vehicle to reduce stress and ensure every pet travels safely
• Short journeys within a safe radius, so I can get to a vet quickly if needed
• Pets are never left in the car for longer than it takes to collect another pet from their home
• Vehicle is always locked when unattended, with windows down for proper ventilation
• Calm is the name of the game – no rushed, chaotic pickups or drop-offs

• All dogs must be registered and microchipped
• Must be wearing a harness for walks
• Comfortable traveling in a car (or we can arrange local walks from your home)
• Please advise me of any security cameras you have operating on your property

• Detailed Pet Intake Form completed before we start, covering health, behavior, routines, and emergency contacts
• Thorough induction process so your pet (and you!) feel completely comfortable
• Individual preferences respected for home and property access
• Regular updates and photos so you know your pet is happy and safe
• Flexibility to accommodate your pet's unique needs and personality

Walks continue rain or shine, unless there's:

• Hail
• Thunderstorms
• Extreme weather warnings

Even when we can't walk, I can still visit your pet for a toilet break and a cuddle. We'll work it out day by day based on conditions and your pet's needs.

• Reliable pickup and drop-off times
• Clear communication every step of the way
• Respect for your home and property
• Emergency preparedness and vet contact information always on hand
• Police check completed
• References available upon request
• Experienced in human first aid (as a mum of boys!), with pet first aid training planned for the near future

Booking & Payment

• All services must be booked in advance through our registration process
• Payment is due at the time of service unless alternative arrangements have been made
• Regular clients may set up weekly or monthly billing by arrangement
• Accepted payment methods: bank transfer, credit/debit card, online payment

Client Responsibilities

• Provide accurate and complete information about your pet's health, behavior, and needs
• Ensure your pet is up to date with vaccinations and flea/tick treatments
• Notify me immediately of any changes to your pet's health or behavior
• Provide secure access to your home for pet minding services
• Ensure your pet is wearing a properly fitted harness for walks

My Responsibilities

• Provide reliable, professional care as described in our service agreement
• Maintain current insurance coverage
• Keep your pet's information confidential
• Communicate promptly about any concerns or incidents
• Follow all care instructions provided during your intake process

Liability

• While I take every precaution to ensure your pet's safety, I cannot be held liable for illness, injury, or escape that occurs despite reasonable care
• In the event of a veterinary emergency, I will contact you immediately and seek appropriate care. You are responsible for all veterinary costs
• I am not liable for damage to your home or property caused by your pet
• You agree to indemnify me against any claims arising from your pet's actions while in my care

Service Modifications

• I reserve the right to refuse or discontinue service if a pet displays aggressive behavior or poses a safety risk
• Services may be modified or cancelled due to extreme weather, personal emergency, or other unforeseen circumstances
• I will provide as much notice as possible in these situations

Notice Requirements

• 24 hours notice required for all cancellations or changes to avoid charges
• Cancellations with less than 24 hours notice will be charged at 50% of the service fee
• Same-day cancellations or no-shows will be charged the full service fee

Regular Bookings

• For weekly or regular bookings, please provide 48 hours notice for any changes
• If you need to pause regular services (e.g., for holidays), please give one week's notice

Weather-Related Cancellations

• Cancellations due to extreme weather (as outlined in my Weather Protocol) will not incur any fees
• I will contact you if weather conditions require service modifications

Emergency Cancellations

• Genuine emergencies (illness, family emergency, etc.) will be handled with flexibility and compassion
• Please contact me as soon as possible so we can work out an arrangement

My Cancellations

• If I need to cancel due to illness or emergency, I will provide as much notice as possible
• I will help arrange alternative care if needed, or reschedule at no additional charge
• No fees will be charged for cancellations initiated by me

Refund Policy

• Cancellations made with proper notice will receive a full refund or credit toward future services
• Late cancellations and no-shows are non-refundable as per the policy above
• Prepaid packages or regular bookings can be paused or rescheduled with appropriate notice

How to Cancel

• Contact me via phone (027 4 281120), email (hello@mummaandco.net), or text
• Cancellations are confirmed once you receive acknowledgment from me
• Please don't assume a cancellation is processed until you hear back from me

My Promise

Every pet in my care is treated like family. I bring the same calm, mindful approach to each walk, each visit, and each interaction – because your peace of mind matters as much as your pet's happiness.

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