FAQ

What is your availability?

We have availability most days for walks. Our walk times are 10am, 12:30pm and 3pm Monday to Friday, however, Tuesday and Thursday lunchtimes are in high demand across the industry due to many people choosing to work from home on Mondays and Fridays, so these are largely unavailable across the board. 

Cat Sitting, Puppy Visits, Small Animal Visits and Pet Taxi are available 7 days a week between 9am and 6pm.

We are now taking bookings for Cat Sitting, Puppy Visits, Small Animal Visits and Pet Taxi for Christmas and New Year 2021. This includes the bank holiday days.

Will my dog be safe with your dog walkers?

The safety and wellbeing of every dog in our care is always our top priority. We provide training on security, canine first aid, canine behaviours and canine communication. All training is given and/or supervised by Scott, our Founder, Dog Walker & Pet Sitter. Our dog walkers are carefully selected following our two stage interview process and we carry out a DBS (Disclosure and Barring Service) check before they start working with us.

Will my dog be walked by the same dog walker every day?

Your dog will be mostly be walked by the same dog walker every day. There will be occasions where another one of our dog walkers takes your dog out, however, your dog should've met that dog walker before out on our walks.

Can I meet the dog walker taking out my dog before they start?

We can arrange a meeting before your dogs first day or you can wait to meet them on your dogs first day - it's up to you. We do request that you are home on the start date to make sure your dog is comfortable coming with us and to give us keys and/or fobs. You will also need to show us where your dogs harness or collar is kept and tell us where they're allowed to go in the home when you aren't home. However, don't worry if you can't be there as you will have already added notes in your dogs profile in your client portal as part of our client registration process.

Where will my dog be walked?

We take our groups to large parks in Manchester, Salford and Stockport.

Will my dog be walked on or off the lead?

With owner permission we walk all dogs off the lead providing their recall is satisfactory. If your dogs recall isn't great we can help to improve this, however, your dog will be walked on our long line lead until we are comfortable with their progress.

How many dogs are walked at the same time?

Our groups are kept to a maximum of six per dog walker. Groups are carefully selected with the breed, age, sex and personality in mind and will be discussed with you beforehand.

Will you message me everyday to let me know how my dog is on your walks?

We will give you daily reports on how your dog gets on for the first week or until you're happy that they are fully settled in. Once you are happy that they are fully settled in we will stop providing daily reports. You will see how they get on everyday on our social media pages and you will always be welcome to ask any questions or request specific updates about your dog. Due to the amount of services we provide it is impractical to provide every owner with daily reports. We will of course contact you when it is necessary or if you specifically request a report occasionally eg. if your dog has been feeling unwell and you want to know how they are.

Are you insured to take my dog out?

Yes. We are fully insured with PBI (Pet Business Insurance) who provide our cover for accidents and injury to animals, public liability and employer's liability.

What areas do you cover?

We cover most areas in Manchester and Salford. We also cover some areas in Stockport. If you get in touch we will let you know if we cover your area. 

What time will my dog be walked?

Our walk times are 10am, 12:30pm and 3pm Monday to Friday. What time your dog will be walked will be dependent on availability and/or where you live.

Do you walk in bad weather or when it's really hot?

We walk come rain, snow or shine, however, in extreme weather conditions we will cancel walks and notify you. This is normally when the temperature is forecast to exceed 30 degrees. You will not be charged if we cancel in this instance, however, we will offer an alternative service such as a home visit if required. 
Generally on hot days we keep to shaded areas of parks and/or we go to parks where we know there is a river or a lake for the dogs to keep cool. We also try to restrict running around and we make sure there is plenty of drinking water available.

What happens in case of emergency?

In the unlikely event of an emergency we will immediately call you or your nominated emergency contact person if you are unavailable. All our dog walkers are trained in canine first aid. If veterinary assistance is necessary we will take your dog to your named vet or to the nearest one at the time.

My dog is anxious. Would you take them out?

We can take anxious dogs on our walks as long as they are comfortable coming with us. We will update you how your dog gets on after each walk until they are fully settled in. An anxious dog may take a couple of weeks or even a month to fully settle depending on the frequency of their walks. We always recommend that anxious dogs come out with us at least twice per week so they can get used to us. Once per week or infrequently is simply not enough.

What if my dog dislikes one of the other dogs on their walk?

If we find an imbalance within a group and it is causing a problem we will consult with you. We would look at changing groups if deemed necessary.

I’m worried my dog may get sick or get fleas if they are exposed to lots of different dogs. Will they be okay?

This shouldn't be anything to worry about as long as your dog has their annual booster vaccinations. There are many products on the market that provide effective protection against worms and fleas. If you keep on top of their treatment every month you shouldn't have any issues.

My dog isn’t neutered. Will you take them out?

Yes. We would just monitor their behaviour as sometimes non neutered males can cause issues. If we deem their behaviour to be a problem at any point we will consult with you.

My female dog isn’t spayed. What happens if she comes in to season? Will you still take her out?

A female dog in season attracts unwanted attention from numerous male dogs in the park and often causes male dogs to fight. There is also a risk that the female may stray to seek a mate. We would have to temporarily suspend your dogs walks until their season has finished and they no longer give off the scent that attracts male dogs. This is normally a few weeks, however, in some cases this can be up to a month.

Would you walk my older dog?

Our group walks are suitable for dogs of all ages as long as they are fit, healthy and their booster vaccinations are kept up to date.

Can you walk my aggressive dog?

Our walks are not suitable for an aggressive dog to be on. We want every dog on our walks to enjoy themselves.

Do you do solo walks?

We only offer group walks.

I don't need your services every week or every month, can I just use them occasionally?

Yes. We have many clients that just use our services as and when required.

Would you collect my dog from my office?

Yes. We would just ask you to meet us with your dog on a street nearby due to parking restrictions.

Can I make a same day booking if I'm a new client?

We require at least 24 hours notice for new client bookings. We cannot accept same day bookings. There is important paperwork that must be prepared and electronically signed before a service can start. Every owner must also fully complete their pets profile in their client portal before their first service.

How do I book?

The quickest way to get in touch is by using our live chat service. You can also send us a message in the contact us section. Providing us with the following information in your initial message will enable us to handle your booking more efficiently:

 

- Pet name and breed

- Details of your requirements including how many days per week/which days

Once you have completed our client registration process we will provide you with your client portal log in details so that you can easily manage your services online.

Do I need to be home when you pick up my dog?

Not after your dogs first day when you will ideally need to be home to show us where everything is. You will need to provide us with keys and/or fobs if you are going to be at work or out. All keys and fobs in our possession are coded and securely stored.

How do I pay for my services?

We send out invoices via email. All services must be paid for in advance with the exception of clients who have a direct debit set up that book services and/or book additional services at short notice. To help you understand, we require payment for services in advance like many other companies do, such as mobile phone companies and TV/broadband companies. 

Direct Debit

The easiest way to pay an invoice is by setting up a direct debit. It takes away the stress of remembering to pay. Our invoicing system automatically arranges to collect payment for each individual invoice sent to you on the invoice due date. If you are an existing client this can sometimes be after you have had your service if you booked at short notice. If you have set up regular weekly services eg. three dog walks per week, you will receive your invoice on Mondays and your payment will typically be taken on Thursdays, which pays for services the following week. We do not collect any payments unless an invoice has been sent to you. Notification emails are always sent at least three working days in advance of any payment due to be taken. You do not have to have regular services set up to use this option. A direct debit is easily set up in less than a minute using a simple form we send via email.

 

Credit/Debit Card, Apple Pay and Google Pay

We accept credit/debit card, Apple Pay and Google Pay. A secure payment can be made by clicking the pay now button at the top of an invoice email.

 

Bank Transfer

We accept bank transfers. Our account details can be found within every invoice email.

What is your cancellation policy?

If you cancel a service that you have already paid for and do not rebook we reserve the right to retain 100% of the payment. We do not issue refunds. We only issue credit notes. A credit note will be applied to your next invoice. We do not accept responsibility for rebooking any cancellations made by clients. All bookings, amendments and cancellations must be made using your client portal. You will be given your log in details for your client portal when you become a client.

How do I raise a concern or make a complaint?

We are confident that you will not need to raise a concern or make a complaint, however, we recognise that you may deem something necessary to contact us about. In this case you must put your complaint in writing and send it to our email address: hello@charlie-n-friends.co.uk.
Upon receipt of your complaint we will investigate the matter and contact you to discuss it. We aim to resolve all concerns and complaints within 24 hours. Sometimes this may take longer if our investigation takes longer than anticipated, but we will always keep you up to date.

 
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