Other Policies

Late Booking Policy

In order to keep our business running smoothly, we kindly ask that clients book the services they require as far in advance as possible.

If you book a service more than 12 hours before it is due to start, you will not be charged a Late Booking Fee.
If you book a service less than 12 hours before it is due to start, a Late Booking Fee of £2.50 will be added to your booking to cover the last-minute administrative work involved with late bookings.

Key Policy

As a client of London Pet Care, it is your responsibility to provide us with keys to your property in the event that you will not be at home when we arrive. Depending on your preferences, you can supply us with our own key or you can install a key safe outside of your home.

If you do not have a key safe outside your home, we recommend that you supply us with at least two sets of keys to your property. One set will stay with your main Pet Pal and the other will be securely stored in our main office inside a GPS-tracked lockbox. By providing two sets of keys, the chances of us losing access to your property and your pet being left without care, albeit highly unlikely, are greatly reduced.
If you decide to leave London Pet Care, we can arrange to return your keys to you. In most cases, you will be required to collect your keys from your Pet Pal. Alternatively, we may be able to send your keys back to you in the post.

Please ensure that you always have a key to your own property. In case of emergencies, please do not let the only available key to your property be in our possession. We advise that your designated emergency contact should also have a key.

Complaints Policy

We are proud to have 100% 5 Star reviews on Google; an achievement which reflects the love, care and attention we provide to each and every pet we have the pleasure of working with.

As a small business, online reviews play a huge part in our reputation and they determine our appeal to new clients. Therefore, we kindly ask that you reach out to us if you are dissatisfied with any services we have provided. We are a friendly team, always striving to make our customers happy where possible, so please consider the importance of positive reviews and give us the chance to resolve a situation before speaking of us negatively in any public forum.

In the event that you do wish to make a complaint, please contact us by email on ldnpetcare@gmail.com and we will respond to you as soon as possible.

Client Retention Policy

We appreciate that some of our clients may not require our services at specific times of the year. For example, clients with young children may be at home during school holidays and therefore choose to walk their dog. We aim to accommodate this as much as possible. However, as we have staff to pay and expenses to cover, we must always prioritise our most regular clients.

We kindly ask that all clients make at least one booking per week in order to maintain a ‘Regular Client’ status.
If a client does not make a booking one week, they will be classified as an ‘Infrequent Client’. In the event that an ‘Infrequent Client’ would like a slot that a ‘Regular Client’ would also like, the ‘Regular Client’ will be given the slot. For example, if we only have one space left on a Thursday midday group walk, the client that has a history of making at least one booking each week will take priority.