Policies & Procedures

  1. Booking

    1. All walking services are charged per session and include collection and drop off from client’s home address.

    2. All home stay services are charged on a daily rate (24 hours) and include drop off and collection days.

    3. Bank Holidays, Christmas, New Year, Easter and any weekends may incur additional fees which you will be advised of at the time of booking.

    4. A 50% deposit is required to secure any home stay bookings of 7 days or more, shorter stays will be invoiced at the end of the month along with any other services.

    5. A home consultation and/or socialisation session(s) are required for all new clients.

    6. Drop off and Collection times to and from North East Tail Trails are between the hours of 7:30-8:30am and 5:30-6:30 (if alternative times are necessary these can be discussed and arranged at the time of booking)

    7. Collection and Drop off times from client’s home will be arranged at time of booking.

  2. Cancellations

    1. In the event that a 7+ day home stay cancellation is notified more than 28 days prior to the start of the booking period, all fees less 25% of deposit will be refunded. For home stay bookings less than 7 days there will be no cancellation fee.

    2. In the event that a 7+ day home stay cancellation is notified between 28 days and 48 hours prior to the start of the booking period, all fees less the full deposit will be refunded. For home stay bookings less than 7 days there will be a cancellation fee of £30.

    3. In the event that any home stay cancellation is notified less than 48 hours prior to the start of the booking period, the booking will be payable in full. 

    4. Any walk cancellations notified more than 48 hours before the day of service will not be charged, walk cancellations within 48 hours of the service may incur a charge.

    5. Any walk cancellations on the day of service will be charged in full.

    6. If North East Tail Trails cannot provide the agreed service, we will do our best to arrange an alternative, unless in extreme circumstances, where we will endeavour to give 48-hour notice.

  3. Aggressive Animals

    1. North East Tail Trails will not accept aggressive, unruly or untrained animals.

    2. The client agrees to be responsible for all costs (including but not limited to medical care, legal fees, etc) if the clients pet(s) should bite another animal.

    3. The client agrees that on booking services for their pet(s) that the pet(s) have not shown aggression or caused harm, or threatening behaviour to any individual or any other animals, and they agree to contact the provider as soon as possible if any of these behavioural changes presents itself or if it has the potential to cause harm to any individual or animal.

    4. If the client’s pet(s), whilst on home stay with North East Tail Trails shows aggressive tendencies towards the provider, their family or any other dogs in the care of North East Tail Trails, or should its behaviour become unacceptable or a nuisance beyond reasonable acceptance, the client agrees that their pet(s) be placed either with the emergency contact or in a boarding kennel, until the client returns, this will be subject to a transfer charge.

  4. Unneutered Animals

    1. North East Tail Trails does not have a strict neutering policy, although we fully support and advise for neutering for social dogs, we assess each dog individually.

    2. Each dog will be assessed through 3 stages – please see our Neutering Policy for more details.

  5. Unforeseen Purchases

    1. In the event that additional items need to be purchased in the absence of the client (i.e. pet food or other necessary items that contribute to the health and wellbeing of their pet(s), North East Tail Trails will purchase the items, retain the receipt(s) and the client will be responsible for reimbursement on their return.

  6.  Updates

    1. The client agrees to inform North East Tail Trails of any changes to their details or their pet(s) routine or needs as soon as possible.

    2. The client agrees to monitor and maintain their, and their pet’s information on the portal to ensure this is up to date and correct at the time of any service.

  7. Privacy

    1. All client information will be kept private and confidential.

    2. All records will be stored in compliance with the Data Protection Act 1998.

  8. Insurance

    1. North East Tail Trails is fully insured, for the protection of the service provider and of the animals while in the care of North East Tail Trails.

  9. Identification

    1. All animals must have secure collars with appropriate identification tags on before using any service with North East Tail Trails.

  10. Transportation

    1. Dogs will be transported separately in their own space, or where consent is given from the owner in compatible groups.

    2. The space provided for each dog will be smooth, rounded and robust and will not present a risk of injury or entrapment.

    3. The space provided for each dog will be away from direct heat or draught and will be ventilated.

    4. The space provided will be large enough for the dog to stand up, lie down or turn around.

    5. The flooring of the space provided will not allow the dog to slip.

    6. The door to the space will be lockable to prevent any accidental release or unauthorised opening.

    7. Dogs will be able to access the space without assistance, or where necessary by being lifted or utilising a ramp or steps.

    8. Any long journeys with dogs will only take place after consent is given from owner and will include regular breaks for toilet and water.

    9. Regular cleaning and disinfecting of spaces will take place, as well as regular spot cleans/disinfecting throughout each day.

    10. The temperature of the space will be maintained and will be kept between 15-19°C in the shade.

    11. Water and water bowls will be available to ensure the dogs stay hydrated.

    12. The vehicle will at all times carry a first aid kit for both dogs and humans.

    13. Contact details of dogs will be carried and easily accessed within the vehicle at all times.

    14. Dogs will not be left in the vehicle unattended other than for collection or drop off of other dogs; this will always be kept to a minimum and the vehicle will be locked at all times.

    15. Collection and drop off will always be done on a lead to/from the vehicle.

  11. Cleaning

    1. Any area accessible to dogs will be cleaned and disinfected between services.

    2. Any area accessible to dogs will be deep cleaned and disinfected weekly.

    3. Any area accessible to dogs will be spot cleaned during any service provided.

    4. Cleaning products will be safe for animals and effective against pathogens.

    5. Cleaning products will be stored safely and not accessible to dogs.

    6. Cleaning products/equipment will be stored and disposed of in accordance to instructions.

    7. Any beds/bedding will be washed between dogs or if becomes soiled or too dirty during service. Will be disposed of if damaged.

    8. Any toys will be washed between dogs.

    9. Any grooming equipment will be regularly cleaned and stored safely. 

  12. Exercise

    1. Collars, harnesses and leads will be checked for safe fitting and comfort before the start of each walk.

    2. No actions or equipment will ever be used which may cause fear, anxiety or distress.

    3. Walks will be varied in order to increase interest and stimulation.

    4. Dogs on homestay will be given a minimum of one walk per day and if unable to participate in pack walks will be given alternative mental stimulation.

    5. Dogs will be given full attention and kept under control at all times. Behavioural changes will be monitored.

    6. Dogs will only be allowed to exercise off lead if permission has been given by owner and the dog has basic recall ability.

    7. If a bitch is in season they will be walked alone and in quiet areas and will remain on a lead.

    8. Dogs will be provided with adequate fresh water regularly.

    9. Feeding and treats will only be given with consent from the owner.

    10. All dogs must have up to date vaccinations before participating in group walks.

    11. Dogs will be assessed for compatibility before being walked together.

    12. A lead will be carried for each dog during a walk.

    13. A charged mobile phone will be carried at all times during walks and tracking apps made use of where possible.

    14. No more than 6 dogs will be walked at any one time.

  13. Returning Home

    1. If necessary, each dog will be washed and/or towelled down before being returned home.

    2. Any concerns regarding health, behaviour or welfare will be reported to the owner.

    3. If necessary, the property will be securely locked as per instructions of the owner after returning the dog home.

  14. Homestay

    1. Each dog will have access to its own space away from other dogs and including a bed and drinking water.

    2. Each dog will have access to daylight and be provided with darkness during the night.

    3. Each dog will have a minimum of two walks per day which will be a minimum of 20 minutes and will participate in a 60-minute group walk if possible.

    4. Any new dog participating in homestay will be socialised with any other dog it will be in contact with before any homestay service takes place.

    5. Any dog participating in homestay must have up to date vaccinations.

    6. Feeding routines will be discussed and followed on any homestay service.

    7. Safe dry/refrigerated/frozen area available for food storage if needed.

    8. Dogs will be fed separately unless otherwise specified by owner.

    9. Dogs will have regular access to outdoor space away from bins.

    10. Any area dogs have access to will be regularly and thoroughly cleaned/disinfected between services and spot cleaned throughout any day-care service.

    11. Cleaning products used will be safe for animals and effective against pathogens. These will be stored safely away from animals.

    12. Behavioural changes will be monitored and reported.

  15. Emergencies

    1. Contact numbers of owners will be accessible at all times.

    2. A medical release form must be signed for each dog before any service is provided.

    3. A first aid kit will be kept in the property and vehicle and accessible at all times.

    4. Any incident or signs of health issues will be dealt with responsibly and immediately. Owners will be contacted and/or registered vet will be contacted if necessary. If isolation/storage is required, this will be arranged and take place with the registered vet.  

    5. There will always be a suitable nominated person available if cover is needed due to emergency or incident ensuring dogs are never left alone for more than 3 hours.

    6. Alternative accommodation will be arranged if property becomes uninhabitable.

    7. Any incident will be documented.

  16. Impact on environment, people and other animals

    1. All guidelines, relevant legislation and legal requirements set out will be regularly checked and adhered to.

  17. Insurance

    1. Adequate insurance will be in place at all times.

    2. All dogs must have adequate insurance before participating in any service.

  18. Payment

    1. North East Tail Trails accepts cash, bank transfer or PayPal.

    2. Dog walking bookings must be paid in full on receipt of invoice; method of payment will be discussed on an individual basis with client.

    3. All home stay bookings of 7 days or more must be secured with a 50% deposit. The remaining balance is due 48 hours prior to the start of the booking. Home stay bookings of less than 7 days will be invoiced with all other services.

    4. Where payment is not received in accordance with these terms, North East Tail Trails reserves the right not to proceed with any previously agreed arrangements and a cancellation fee will be payable.

    5. For payment by bank transfer details are G C PAYNE, 23607904, 52-30-44

    6. If paying by bank transfer please put your surname or pet name as reference.

  19. Liability

    1. North East Tail Trails shall not be liable or be deemed to be in breach of the contract by reason of any delay in performing, or failure to perform any of its obligations in relation to the services if the delay or failure was due to any cause beyond North East Tail Trails reasonable control.


By booking services with North East Tail Trails you are agreeing to all of the above Policies and Procedures.