Thank you for choosing to use our pet care services. This is an overview explaining bookings, invoices and general information. Full terms and conditions can be found at http://www.arcapets.co.uk Please familiarise yourself with these and if you have any questions give us a shout.
\r\n\r\nOpening hours are Monday-Friday 09:00-16:00. Excluding bank holidays.
\r\nOur pet care contact number is 07765 403 032. Typically we are available to take calls and respond to texts between Monday-Friday 09:00-16:00. Please be aware that there could be a delay in your call/text being answered if we are in a meeting or handling an emergency. Urgent queries or relevant updates will be answered/sent outside of opening hours. General non-urgent enquiries will be dealt with during opening hours. Very occasionally you may be contacted from a team member’s personal number. Please do not use this number for enquiries and please do not save it.
\r\n\r\nOur email address is admin@arcapets.co.uk. We aim to respond to emails within three working days of receipt. If your query is urgent, please mark as ‘URGENT’ in your subject line. Upon using our services you will also be subscribed to our mailing list. Please ensure you are receiving our emails as we use this format to distribute important business information. We will not send any spam mail.
\r\n\r\nBookings can be managed in two ways:
\r\n\r\nWhether you book in week-by-week or want to make a change to a continued booking, please, where possible, respond to the weekly ‘booking reminder email’. We reply to every booking email by way of confirmation, so if you do not get a reply, please do chase us.
\r\n\r\nWe ask that your booking request, or request to change an automatic booking, is received by Friday midday (the week before the walk is required). We endeavour to accommodate late bookings although we may not be able to do so at your preferred time. We understand changes in circumstances and schedules mean last minute requests will happen, however, if you know your requirements for the coming week, before the weekend, we appreciate it if you do your very best to meet our deadline.
\r\n\r\nPlease do not text bookings through to the mobile number. Admin duties are often undertaken by different team members and it keeps everything nice and tidy if all requests are received via email. It also means your request will go through our checking process and should be picked up if missing or incorrect.
\r\n\r\nCancellations will incur a fee if notification is received after 17:00 the day before the walk is required. This is £5.00 plus VAT for walks and £3.00 plus VAT for visits. This will show on your invoice as ‘same day fee’.
\r\n\r\nInvoices will be sent at the end of the week after the service has taken place. Please contact us if you have any queries. Payment can be made via bank transfer, cheque or cash and payment is required within seven days of the invoice being sent. In the event of a late payment, you will receive a notification and late fees will be applied to your invoice. If you have multiple unpaid invoices, walks will be suspended until the balance is cleared.
\r\n\r\nWhen paying via bank transfer, please include your INV number and your pet’s name in the payment reference. For example, ‘Rune walks \r\n INV-1234’
\r\n\r\nIf you are not receiving booking or invoice emails, please check your junk or spam folder.
\r\n \r\nPlease ensure we have up to date information regarding your pet. This includes information on behavioural or medical issues and allergies. Additionally, please ensure the status of whether your pet is neutered or has the Suprelorin implant (including date of issue).
\r\n\r\nAs per The Control of Dogs Order 1992, it is mandatory that when your dog is out in public it must wear a tag including your surname, house number and postcode. Telephone number is optional but advisable. Please ensure your details are correct and the tag is in good working order.
\r\nFor safety reasons, we prefer that all dogs wear a harness when out on walks with us. For example, if we need to attach your dog to a longline, a harness is necessary to avoid any risk of injury. A harness also provides a safer means to manage a dog in an emergency situation. Please ensure the harness is in good working order and free from breakages and weak spots. Your walk could be refused if we believe the harness is not in good working order and could compromise the health and safety of your dog. If your dog cannot wear a harness for any reason, please do let us know.
\r\nIn addition, please leave all relevant walking equipment in an easy to find place.
\r\nDue to the nature of our walk locations, we encounter mud, water and (of course) a variety of animal poo. If you prefer your dog to be shut away from soft furnishings post walk, please let us know. We do our best to ensure dogs are as clean and dry as possible post walk and will update of their condition if necessary. Walkers are equipped with their own towels, although we appreciate it if you also provide a towel, especially if it is a particularly wet day or week.
Please let us know if your dog is suffering from any potential infectious ailments such as a cough, stomach issues, or eye infections. In addition, please advise us if your dog is showing signs of lameness or generally unusual or ‘under the weather’ behaviour. This can affect their behaviour on group walks and could cause them to be more irritable or sensitive. It may be that they are better off on a quieter group or solo walk until they are recovered. Please also ensure your dog is flea free for walks.
\r\nWe do not walk in-season bitches on group walks. If you suspect your bitch to be in season, please let us know and we can put her on solo walks. Young male dogs may also need to take a short break from group walks if they are experiencing testosterone surges and are particularly unmanageable or causing a nuisance to other dogs on walks. Please do not be concerned if this is the case, it’s all part and parcel of having a young male dog.
\r\nUpdates are sent for all puppy visits and solo walks where behaviour is being monitored. In regards to group walks, you will receive updates for the first few walks your dog attends to let you know how they are settling in. Once in the swing of things, you will only receive updates when they have rolled in poo, if we believe they are unwell or injured, had any accidents in the house or give us any cause for concern.
\r\nIn regards to cat visits, in addition to any information provided via email, please also leave a note out with any relevant information for the visitor. Cat visits take place on an early AM and later PM basis. If you do require an exact time due to medication or such, please let us know at the point of booking.
\r\nWe LOVE feedback, whether it’s good, bad or ugly. Please always get in touch if you have any questions or concerns. Our level of service is of the utmost importance to Charlotte, Dan and the team and we endeavour to ensure you and you pets are happy with the services provided. We can’t fix an issue if we don’t know about it.
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