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  • Why do you have a cancellation policy?
    We assign work schedules to our employees when services are booked. We are unable to cancel a schedule issued to our employees in the event of last-minute cancellations because doing so would be unfair to them and could potentially affect their personal lives. We may also have had to decline other client requests due to a reserved space.
  • How do I get my keys to you for my services?
    If you're going to be at home on your dog's first day, we will collect them from you then. If you have to be at work and don't have a concierge to leave them with, or you have booked a sitting service because you are going away, the quickest and easiest way to get your keys to us is by handing them in to reception at our registered office: City Address 83 Ducie Street Manchester M1 2JQ Our office is located on the corner of Great Ancoats Street and Ducie Street, next to Stocktons. It is the blue mailbox rental building. It is open between the hours of 9:30am and 3pm Monday to Thursday, 9:30am and 2:30pm on Fridays, and 10am and 12pm on Saturdays. Please be aware that our office is closed on Sundays and bank holidays. You must arrive at least three hours before the scheduled closing time if your service is scheduled for the same day or the following day. When you arrive, you must complete our short client key drop-off form. Alternatively, you may choose to contact us to arrange collection. However, please be mindful that we may not be available to collect them in time from you before your dog's first day/your departure.
  • Will you message me each day to let me know how my pet is?
    For dog walking, we will give you daily reports on how your dog is getting 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 each day on our social media stories, and you will always be welcome to ask any questions or request specific updates about your dog. For cat sitting, puppy visits, home visits, and pet sitting, we will not contact you following each visit. We reserve contact for access issues, if we need help with something, if we deem it necessary to notify you about something, or emergencies. We will upload pictures and/or videos on our social media stories, so you will see your pet on those each day, as long as they are not shy. ​ Due to the number of services we provide, it is impractical for us to provide every owner with daily reports. This is why we frequently post on our social media stories. We will, of course, contact you when it is necessary or if you specifically request a report occasionally, e.g., if your pet has been feeling unwell and you want to know how they are.
  • What is your availability for pet services?
    We have availability most days for dog walking. Monday through Friday, our walk times are 10am, 12:30pm, and 3pm. Our group dog walks are not available to book on weekends or bank holidays. All bookings are subject to availability. Our cat sitters and pet sitters are available 7 days a week, all year round, between 9am and 7pm for cat sitting, pet sitting, puppy visits, home visits, and pet taxi. All bookings are subject to availability.
  • What areas do you cover?
    In Manchester, we cover Manchester city centre, Ancoats, Beswick, Clayton, Droylsden*, Openshaw*, Castlefield, Northern Quarter, Deansgate, Hulme, Spinningfields, Green Quarter, New Islington, Miles Platting, Bradford, Ardwick, Chorlton*, Didsbury*, Withington*, and Whalley Range*. In Salford, we cover Greengate, Chapel Street, Blackfriars, Middlewood Locks, and the Regent Road surrounding areas as far as Oldfield Road. *Cat sitting, pet sitting, puppy visits, home visits, and/or pet taxi only.
  • 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 of our dog walkers are trained in canine first aid. If veterinary assistance is necessary, we will take your pet to your named vet or to the nearest one at the time.
  • Are you insured?
    Yes. Our business insurance provides cover for accidents and injuries to animals, public liability, and employer's liability.
  • What is your cancellation policy?
    We do not issue refunds for any cancelled services. We only issue credit notes in qualifying circumstances, e.g., if you have 5 walks per week and it is not possible to book another walk because our walks only run Monday to Friday, you have cancelled with more than 7 days notice, or if there has been an error on our part. All bookings, amendments, and cancellations must be made using your client portal only. Credit notes are valid for 6 months only, from the date of issue. When you receive a credit note, there is an automatic process that occurs. Depending on how much of a credit you have, it will be immediately applied to your next or next few invoices. We request that services are amended or cancelled with at least 7 days' notice. Any booked service or recurring booked service that is cancelled with less than 7 days' notice will be chargeable at the full rate. This means that if you have paid for the service, you will not receive a credit note. If you have not paid, we will charge for the cancelled service on your next invoice. The only exception we will allow is a change of time on the date of your booking, subject to diary availability. You may rebook a cancelled service that you have paid for if you cancel with more than 7 days' notice. However, you must add in the notes of the new booking that you have rebooked the cancelled service. If you fail to add notes to the new booking, you may be charged. If you cancel a service and do not rebook it, we reserve the right to retain 100% of the payment. We do not accept responsibility for rebooking any cancellations made by clients.
  • How do I raise a concern or make a complaint?
    We train our dog walkers, cat sitters, and pet sitters to provide a high standard of service every time. We are confident that you will not need to raise a concern or make a complaint. However, we recognise that you may deem it necessary to contact us about something. In this case, you must complete our complaint form. Upon receipt of your concern or complaint, we will investigate the matter and contact you to discuss it. We aim to resolve all concerns and complaints within three working days. Sometimes this may take longer if our investigation takes longer than anticipated, but we will always keep you up-to-date.
  • Do you post your Instagram and Facebook stories in realtime?
    We aim to post our stories while we're in the parks with dogs or visiting pets. However, they are not always in realtime. This is because some videos and pictures have to be sent to Scott, as he is the only employee that has access to our Instagram and Facebook accounts. He can only upload them when he is available and it is safe for him to do so; this includes the ones he's taken himself. We have also changed a setting that uploads at a higher resolution, so videos in particular are taking significantly longer to upload.
  • I would like a copy of a video or picture that you have taken of my pet in the past, can you send it to me?
    Absolutely, yes, we can! As you may already know, all stories on Instagram are archived after 24 hours. If you would like any videos or pictures sent from a past date, please just ask.
  • If I need to book a longer visit than 15 minutes for my pet(s), could you do a longer visit?
    If you think our visits will take longer than 15 minutes because you have multiple pets, or if you would like a longer visit, e.g., if you would like us to spend more time with your dog(s) or pet(s), you are welcome to request back-to-back slots in your client portal. For example, if you'd like us to visit for 30 minutes, please request an 09:00–09:15 and an 09:15–09:30 slot. However, please remember that all requests are subject to availability, and depending on how busy we are, we may only be able to accommodate a 15 minute visit.
  • Can I make a same-day booking if I'm a new client?
    If we have availability, yes. However, you would need to complete our client registration process before any services could be agreed. Please submit your details and information about your requirements using our contact form.
  • How do I book?
    The quickest way to get in touch is by using our live chat service. You can also send a message on our contact us page. Providing us with the following information in your initial message will enable us to handle your booking more efficiently: -Pet's 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.
  • I don't need your services every week or every month, can I just use them occasionally?
    Yes. We have many clients that use our services as and when required. We also have non-resident clients that live elsewhere, and use our services when they are visiting for leisure or work purposes. Once you have completed our initial client registration process, you can request services as many times as you like, whenever you like, using your client portal. You only need to complete our initial client registration process once.
  • I need to cancel or make an amendment to a service I have booked. How do I do this?
    All amendments and cancellations must be made using your client portal only. If you need to change the date or time of a scheduled service, simply cancel and rebook. You do not need to message us to let us know what you have done. Please add notes to the new request instead. We strongly advise you to read our cancellation policy before making any changes to a booked service, as you may be charged for your new booking.
  • I paid my invoice by credit card or debit card, but you've still collected my direct debit; why have you done this?
    If you have a direct debit mandate set up with us, when an invoice is generated, our system automatically communicates with your bank to collect the payment for that invoice on the due date. If you settle an invoice by credit card or debit card with less than two working days notice of the due date, the payment will still be collected. This is unfortunately beyond our control, as banks require at least two working days notice to cancel a scheduled direct debit that is generated from our system. If you find yourself in this scenario, please call us, and we will discuss how we can rectify it for you.
  • Why do my invoices and payments not show in my client portal?
    This is because we use separate third-party software for our booking system and invoicing system. It is not yet possible to link the two systems together. However, we are working on it and hope to have everything in one place for you soon.
  • I'm trying to pay my invoice by credit or debit card, or by Apple Pay or Google Pay, but I'm receiving an error message. What should I do?
    In the first instance, please log in to your online banking and check your pending transactions to see if the payment is showing. If your payment is showing, it means that your payment has gone through and you do not need to take any further action. If you have checked your pending transactions and the payment is not showing, please attempt to pay again. The error will most likely be caused by a server issue, which is normally resolved in a matter of minutes. However, server issues can sometimes take a little longer to be resolved. Please attempt to pay again later the same day if you have not been successful after three attempts. If you have attempted to pay later the same day and are still receiving an error message after attempting to pay again three times, please clear your internet history, cache, and cookies. This usually resolves 99.9% of cases. If you are unsure of how to clear your internet history, cache, and cookies, please visit your manufacturer's website or use a search engine to find out how to do this. If you have tried all of the above steps and are still receiving an error message, please contact us, and we will investigate the error. Please also ensure that you provide us with a screenshot of the error message that you have been receiving.
  • 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 to 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, such as mobile phone companies and TV/broadband companies. Credit/debit cards, Apple Pay, and Google Pay We accept credit/debit cards, Apple Pay, and Google Pay. A secure payment can be made by clicking the "pay now" button at the top of an invoice email. ​ 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, e.g., 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 made. 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.
  • Can you help me reset my client portal password? My email is not being recognised.
    If your email is not being recognised when trying to reset your password, please use your 10 digit client portal account number instead. You will find this in a service request email or service confirmation email. If your problem persists, please email us at
  • Will my dog be walked by the same dog walker every day?
    Your dog will 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 group dog walks.
  • Can my dog wear a GPS device on your walks?
    In the interests of other clients' privacy, employee safety, and for numerous security reasons, the use of GPS devices of any kind is prohibited. If your dog wears a GPS device, you must remove it before their walks. If you forget to remove it, we will remove it and place it in a visible place in your home.
  • Would you walk my older dog?
    Our group dog 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 I meet the dog walker taking out my dog before they start?
    We can arrange a meeting before your dog's first day, or you can wait to meet them on their first day; it's up to you. We do request that you be 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 dog's 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 to your dog's profile in your client portal as part of our client registration process.
  • Do you walk in bad weather or hot weather?
    We walk in the rain, snow, and shine. However, in extreme weather, we will cancel walks and notify you. This is typical when the temperature is forecast to exceed 28 degrees or there is a storm forecast with extreme high winds. 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. On hot days, we walk in the shaded areas of parks as much as possible, and/or we go to parks where we know there is a river or a lake for dogs to keep cool. We also restrict running around and make sure there is plenty of drinking water available.
  • Where will my dog be walked?
    We take our groups to large parks in Manchester and Salford.
  • 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 breed, age, sex, and personality in mind.
  • Do you do solo walks?
    We only offer group dog walks.
  • My dog is booked in to be spayed. When can she come back out with you following her operation?
    For safety reasons, your dog will need to wait a minimum of two weeks before she can resume her walks with her dog walker. Depending on your dog's recovery time, it could be up to a month before she can come out again. We are aware that vet advice is that they can be walked on the lead. However, lead walks are not suitable for our walks when there is the potential for your dog's healing process to be affected. Your dog may attempt to pull in order to play with other dogs, and other dogs may attempt to play with your dog while they are on the lead. The last thing we want is for any stitches to be pulled out when trying to play.
  • What time will my dog be walked?
    Monday to Friday, our walk times are approximately 10am, 12:30pm, and 3pm, and are subject to traffic conditions on the day. What time your dog will be walked will be dependent on availability and/or where you live. Our group dog walks are not available to book on weekends or bank holidays.
  • 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 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 the 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 usually a few weeks, but in some cases it can be up to a month.
  • My dog isn’t neutered. Will you take them out?
    Yes. We would just monitor their behavior, 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.
  • What time will my dog be picked up and dropped off?
    Pick up and drop off times may vary from day to day depending on which dogs we have booked in and where we are going. This is also because we use a route planner application that automatically plans our routes based on realtime traffic conditions.
  • My dog is booked in for neutering. When can he come back out with you following his operation?
    For safety reasons, your dog will need to wait two weeks before he can resume his walks with his dog walker. We are aware that vet advice is that they can be walked on the lead. However, lead walks are not suitable for our walks when there is the potential for your dog's healing process to be affected. Your dog may attempt to pull in order to play with other dogs, and other dogs may attempt to play with your dog while they are on the lead. The last thing we want is for any stitches to be pulled out when trying to play.
  • Do I need to be home when you pick up my dog?
    It is a requirement that you be at home on your dog's first day when we collect them. This is so that we can all meet and make sure your dog is comfortable coming with us. You will not need to be at home when we drop them back off at home. However, you will need to provide us with keys if you are going to be at work or out at any time after the initial meeting. It is not suitable for us to collect keys from concierge desks each time. Concierge desks can be very busy at times, and sometimes there isn't anyone available. This can have a domino effect on our day and cause us to be late for our walks. All keys and fobs in our possession are coded and securely stored.
  • 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 keep you updated on how your dog is getting 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 group dog walks. We always recommend that anxious dogs come out with us at least twice per week so they can get used to us and their new routine. Once per week or infrequently is simply not enough.
  • Do you do walks on weekends and bank holidays?
    We do not provide our dog walking service on weekends or bank holidays. Our walks are only available to book Monday to Friday.
  • 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.
  • Would you collect my dog from my office?
    Yes, as long as it is easy for us to get to. We would just ask you to meet us with your dog on a street nearby due to parking restrictions.
  • 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 behaviour, and canine communication. All training is provided by Scott, our founder. 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 on or off the lead?
    With owner permission, we walk all dogs off the lead, providing their recall is satisfactory. If your dog's recall isn't great, we can help to improve this. However, your dog will be walked on the lead until we are comfortable with their progress.
  • Can you walk my aggressive dog?
    Our group dog walks are not suitable for an aggressive dog to be on. We want every dog on our group dog walks to enjoy themselves.
  • Am I allowed to travel in the pet taxi with my pet?
    We are only insured to transport pets. As we do not hold a private hire operator licence, by law we are not permitted to transport people. Therefore, you would need to make your own way to the desired destination.
  • Do you offer overnight dog sitting services?
    Sorry, we do not offer overnight dog services. We recommend trying
  • Can I book a pet taxi for today?
    Same-day pet taxi trips are possible if we're available. If you are not an existing client, you will need to complete our client registration process before you can book a journey. Please submit your details and information about your journey using our contact form, and we will send you our client registration forms. Our client registration process is very quick and easy to complete. If you are an existing client and need to book a journey for today, please call us immediately on 07401 134624.
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Charlie & Friends
professional dog walker software