Everything in plain English, so we both know exactly where we stand. Nothing here is designed to catch anyone out — it simply protects the time that has been set aside for your dog.
Every new dog starts with a free meet & greet — a relaxed, no-obligation visit to say hello, meet your dog and talk through their routine. There is no charge for this and no commitment either way.
A booking is confirmed once dates and times have been agreed in writing (WhatsApp or email is fine) and, where one is required, the deposit has been received. Until then, dates are not held.
Deposits exist for one reason: when a date is held for your dog, it is turned down for someone else. They are always deducted from the total — they are not an extra charge.
| Service | Deposit | When it’s paid |
|---|---|---|
| Overnight stays & home stays | 50% | At the time of booking, to secure your dates |
| Weddings & special occasions | 50% | At the time of booking, to secure the date |
| Holiday-period cover (school holidays, Christmas, New Year, bank holidays) | 50% | At the time of booking |
| Regular walks, one-off walks & pop-ins | None | — |
| Free meet & greet | None | — |
| Notice given | What’s payable |
|---|---|
| More than 24 hours before the booked time | Nothing — change or cancel freely |
| Less than 24 hours before the booked time | 50% of the booked service |
| Poppy arrives and the walk can’t go ahead (no access, dog not there, nobody home) | 100% of the booked service |
Last-minute cancellations usually can’t be filled by another dog, which is why a fee applies inside 24 hours. Genuine emergencies are always looked at case by case — just get in touch.
| Notice given | What’s payable |
|---|---|
| More than 14 days before the stay | Nothing — the deposit is refunded in full, or moved to new dates |
| 14 days or less before the stay | The 50% deposit is retained |
| 48 hours or less before the stay | The full amount is payable |
| Shortening a stay once it has started | The full booked amount is payable |
If Poppy ever has to cancel — illness, an emergency, anything at all — you get everything you have paid back in full, including any deposit, and you’ll be told as early as humanly possible. Wherever there’s time, an alternative slot or a trusted recommendation will be offered instead.
Your dog’s safety comes first, always. In extreme heat, ice, storms or flooding, a walk may be shortened, moved to a safer route, or swapped for an indoor visit with play, a toilet break and a fuss — you’ll always be told what was done and why, and there is no extra charge.
If your dog is unwell, injured, in season, or under vet instruction not to walk, tell Poppy as soon as you know and the booking will be moved with no cancellation fee, even inside 24 hours. Please don’t send a dog on a group walk with anything contagious — kennel cough, sickness or an upset tummy.
Keys, key-safe codes and alarm details are kept securely, never labelled with your address, and returned whenever you ask. If Poppy can’t get in at the booked time, she will call and wait up to 15 minutes; if there’s still no access, the visit is charged in full (see section 4).
Message any time — the time your message is sent is the notice time, so late-night messages still count.
WhatsApp or text: 07533 667431
Call: 07533 667431
Email: [email protected]