Policies
Paws On Sea Home & Pet Services – Policies
These policies are in place to keep services safe, fair and straightforward for everyone. They should be read alongside the full Paws On Sea Home & Pet Services Terms & Conditions.
Bookings, Payments & Cancellations
Payment for one-off bookings is due on or before the day of the service. Regular clients may pay weekly by invoice.
Cancellations made more than 24 hours before the scheduled service will not incur a charge.
Cancellations made with less than 24 hours' notice, including cancellations on the day, will normally be charged in full. Exceptional circumstances will always be considered at my discretion.
If I need to cancel a service and cannot offer a suitable alternative, you will not be charged.
Home Reset Visits
Home Reset Visits are a flexible, time-based service designed to take some of the load off at home.
You choose your priorities and I will work through as much as reasonably possible within the time booked. This might include general cleaning, tidying, laundry, changing beds, emptying the dishwasher or those little household jobs that have been piling up.
There is no expectation for you to tidy before I arrive and absolutely no judgement about everyday mess or clutter.
If you won't be home, you're welcome to leave me a note with your priorities.
As Home Resets are time-based, completion of an entire list of tasks cannot be guaranteed. If more time is needed, this can be discussed subject to availability.
Kitchen & Bathroom Resets
Kitchen & Bathroom Resets are more thorough cleans for rooms that need some extra attention and go beyond a standard maintenance clean.
Every reset is different, and results will depend on the condition, age and materials within the room.
While every reasonable effort will be made to achieve the best possible result, complete removal of long-standing limescale, grease, staining, mould staining or discolouration cannot be guaranteed.
Particularly heavy build-up may require additional time or a further visit. I will never use a cleaning product or method where I believe there is a reasonable risk of damaging a surface.
Cleaning Products & Equipment
I provide standard cleaning products and equipment unless otherwise agreed.
Please let me know before your visit about any allergies, sensitivities, specialist or delicate surfaces, or products that you would prefer me to use or avoid.
If you would prefer me to use your own products or equipment, that's absolutely fine, provided they are safe and suitable for the intended use.
Cleaning Results & Satisfaction
I take care and pride in every home I work in, but cleaning results can vary depending on the age, condition and material of surfaces and the level of existing build-up.
If you feel something has reasonably been missed, please contact me within 24 hours of your visit, ideally with a photo where appropriate.
I will always aim to put things right and, where appropriate, arrange to return and rectify the area.
Please give me the opportunity to address any concerns before requesting a refund.
Household Illness
Please let me know before a Home Reset, Kitchen & Bathroom Reset or other home service if anyone within the household has a potentially contagious illness.
This includes sickness and diarrhoea, flu-like illnesses, COVID-19 or other contagious infections.
Depending on the circumstances, your visit may need to be rearranged to avoid spreading illness between households.
If illness develops unexpectedly on the day, please contact me as soon as possible. Genuine circumstances will always be considered when applying the cancellation policy.
Health & Safety in Your Home
I reserve the right to refuse or stop any task that I consider unsafe or outside the scope of the service.
This includes tasks involving hazardous substances, sharps, pest or vermin infestations, significant mould requiring specialist treatment, unsafe heights, excessively heavy lifting, electrical or plumbing work, or unsafe fixtures and fittings.
Normal household mess and clutter is absolutely fine. However, if clutter prevents safe access to an area, this may limit what I can complete during your visit.
Please also let me know about any pets in the property, particularly if they may become distressed, escape through open doors or interfere with cleaning products or equipment.
Pet Service Policies
Hot Weather & Humidity
Your dog's safety and wellbeing always comes first.
During warmer weather, walks may be adjusted based on the temperature, humidity, pavement conditions and your dog's individual needs.
18–20°C
Walks may be shortened, moved to shaded areas where possible or changed to quieter, sniff-based enrichment walks. Extra water breaks will be provided.
20–21°C
Walks may be reduced further or swapped for shorter toilet breaks, garden visits or indoor companionship where appropriate.
22°C+
For safety reasons, walks will be replaced with 15-minute welfare drop-ins.
These may include garden time, toilet breaks, fresh water, indoor enrichment and companionship while keeping your dog cool.
Humidity & Individual Risk
Temperature isn't the only consideration. High humidity can make it more difficult for dogs to regulate their body temperature through panting, meaning they may overheat at lower temperatures.
Walks may therefore also be shortened, adapted or replaced due to:
- High humidity
- Hot pavement conditions
- Lack of suitable shade
- Extreme weather warnings
- Your dog's individual health or needs
Extra caution will be taken with flat-faced breeds, puppies, elderly dogs, overweight dogs, thick-coated breeds and dogs with relevant medical conditions, and their walks may be adjusted at lower temperatures.
Where possible, walks may also be moved earlier in the day.
If I consider conditions unsafe for your dog, their walk will be replaced with an appropriate welfare visit and you will be informed of the change.
Puppy Walking
Puppies will only be walked once they are appropriately vaccinated and ready to safely explore outside in accordance with veterinary advice.
Puppy walks are tailored to the individual puppy's age, breed, confidence, development and needs rather than following a one-size-fits-all exercise rule.
For puppies who aren't ready for outdoor walks yet, puppy drop-in visits can be provided instead.
Pet Health & Behaviour
Please keep me informed of any changes to your pet's health, behaviour or care requirements.
Any history of aggression, reactivity, escape behaviour or other behavioural concerns must be disclosed before services begin.
Pets showing signs of contagious illness may need to have their service altered or cancelled where there is a risk to people or other animals.
Bitches in season will not be walked. Where suitable, garden visits or pet drop-ins can be offered instead.
Extreme Weather & Safety
In addition to hot weather, walks or visits may be altered where conditions make the planned service unsafe.
This may include storms, high winds, snow, ice, flooding or official severe weather warnings.
Where possible, an appropriate alternative will be offered, such as a shorter toilet break, garden visit or indoor companionship.
The safety of both your pet and Paws On Sea will always take priority.
For full information regarding bookings, access, keys, veterinary emergencies, liability and other service conditions, please see the Paws On Sea Home & Pet Services Terms & Conditions.