Booking and Contact

EmmanuelleChaix’ T&C and Privacy Policy:

Your dog/s should be up-to-date with wormers, flea, tick treatments, vaccinated accordingly, and necessary treatments as required. It is your responsibility to ensure you have an adequate insurance cover for health and activities undertaken by your dog/s including during any services provided by EmmanuelleChaix

It is compulsory for all dogs to be microchipped. You must make sure your dog/s is fitted with a microchip by the time he/she is 8 weeks old, it is your responsibility to ensure requirements for your dog/s are up-to-date

The Control of Dogs Order 1992 reads:

Wearing of collar by dogs

2.-(1) Subject to paragraph (2) below, every dog while in a highway or in a place of public resort shall wear a collar with the name and address of the owner inscribed on the collar or on a plate or badge attached to it.

It is your responsibility to ensure you provide the appropriate information as per above. Note that both microchip and collar are required

You, the owner, are liable by law if your dog/s:

• injures someone
• makes someone worried that it might injure them
• injures someone’s animal

You understand that the above may change based on requirements, we are not responsible for the updates of these requirements

Any incident, illness, accident, loss and death expenses will be claimed and invoiced, you should then claim through your dog/s’ insurance – this includes third party when your contact details are then exchanged – in any setting, including grooming and training. This also includes all visits to any veterinary clinics as well as travel costs. We are not liable for any incident, illness, accident, loss and death including your dog/s running off whether on lead or off lead, the dog’s collar/accessories coming off or breaking- we may use yours or ours, fights/injuries/death with other dogs or people, food/liquid/anything your dog/s may have ingested, and grooming incidents and accidents. Services are covered by the Team including self-employed members and volunteers, different parties within the Team may provide the services scheduled. It is your responsibility to ensure you have an adequate insurance cover

Death may also be related to health issues and medical matters, old age, health deterioration, you understand EmmanuelleChaix Team are not responsible

The nearest veterinary care should be provided as appropriate when your veterinary practice is further away and on a case-by-case basis. It is your understanding you trust our judgement, we may decide to take your dog/s to a veterinary practice where he/she is not registered without making contact with you. All costs including travel are at the owner’s expense and will be invoiced. Costs also include registration to the practice visited if necessary, any treatment provided, prescribed medication, as well as additional EmmanuelleChaix’ charges for travel and for the additional time spent at the veterinarian practice, and for time outside of the scheduled service. Payment is required at the time of invoicing. Scratch or scrape injury may be superficial, for example due to playing with bushes and trees, vegetation, and wooden sticks from the outdoors, interaction with other dogs etc, and may not require veterinary attention however this is usually decided by you when returning your dog/s, unless a trip to the veterinary practice is made before returning your dog/s- it is your responsibility to let EmmanuelleChaix Team know where an antiseptic wash and other useful first aid items for your dog/s are located at your address, by email at the time of Registration

We ask that you always make contact with EmmanuelleChaix and do not request the Team’s contact details/or previous team members’, and do not give them your contact details, to avoid communication issues and so we can liaise in a coordinated way- under no circumstances anyone within the EmmanuelleChaix Team/or previous team members will look after your dog/s directly with you or under a different arrangement than through EmmanuelleChaix, at any present point or in the future, for example if the individual/s stops activities at EmmanuelleChaix

All contacts with regards to scheduling, changes, updates during service, and any other queries are made directly by email with EmmanuelleChaix Team. Updates whilst you are away are made via our social media platforms. Updates regarding specific information regarding your dog/s are emailed

We request that you send us an email during the above times 9 a.m.-4 p.m. Monday-Friday, outside of bank holidays, for communication updates, follow-ups, rescheduling and changes, pausing a service and cancellations, and when you are away. WhatsApp Messenger and similar apps are not used by EmmanuelleChaix. We respond as soon as we can based on activities. We check and monitor emails intermittently and so we may not respond straight away

When you are emailing EmmanuelleChaix Team, we respond as soon as we can/it may not be the same day, based on the daily activities, usually 9 a.m.-4 p.m. Monday-Friday, outside of bank holidays

For emergency contact/last minute notifications, you should let EmmanuelleChaix Team know by email as soon as you can to allow us to plan ahead, we will try and accommodate taking into account our terms. We respond as soon as we can based on activities. We check and monitor emails intermittently and so we may not respond straight away

Attending a dog and situation following an incident, illness, accident, loss and death may mean adjusting the daily schedule time and location to accommodate for the necessary care and treatment required for the dog. We try to minimise any impact to any service when your dog/s is also scheduled for a service, we do not notify you as a result, it is your understanding you trust our judgement whilst altering the day

When your dog/s is due, or needs to attend, a veterinary appointment, we can arrange for him/her to go and visit the clinic where he/she is registered, a fee applies to take him/her

It is your responsibility to ensure you provide us, by email to EmmanuelleChaix Team, with current and up-to-date information when your registration details have changed. These include and are not limited to your contact details, your dog/s’ status, your setting at home or where your dog/s is staying, your veterinary details, his/her diet information

When it is unclear whether you have consented to the use of all media such as photos/photo shoots/videos/filming, indoors/outdoors including your home setting throughout, for example for use on website/third party/media/others, we will use all media with your dog/s/you/other parties. Consent remains applicable when your dog/s leaves EmmanuelleChaix for any reason – note under no circumstances we remove media once consent has been given because media is retained as agreed and stored on the web which is out of our control, you understand that videos and other media content will not be edited

Note media you may take with EmmanuelleChaix’ Team are not to be used unless prior consent from EmmanuelleChaix

When it is unclear whether you have consented to the use of feedback/communications, we will use your feedback/communications. Consent remains applicable when your dog/s leaves EmmanuelleChaix for any reason – note under no circumstances we remove feedback/communications once consent has been given because these are retained and stored on the web, you understand that these will not be edited, this is out of our control

We invite you to visit and subscribe to our EmmanuelleChaix Facebook, EmmanuelleChaix Twitter, our EmmanuelleChaix YouTube videos and hit the Follow button on our website for social media

You understand you have given EmmanuelleChaix Team consent and your permission to make contact with you for communications, marketing, and other means of communications in line with the General Data Protection Regulation (GDPR) which you understand and accept

Our Dog Blog, news which you can follow from the bottom of each page and which is available here should be accurate as per the date of publication to the best of our knowledge. The list of dog friendly businesses is also accurate at the time of publication however changes and updates to their operational may take place

Parks and open space areas may have roadways nearby, it is your understanding off lead includes these areas

Enclosed gated areas are used for dogs who are usually to remain on lead, gates are in place to access and leave these areas, usually with fences around them, and we cannot guarantee they are fully secure despite checking, it is your understanding your dog/s may go off lead in these areas,  it is your understanding you trust our judgement 

Whether your dog/s is trained or not, off the lead or on the lead, he/she may not respond to the recall and other instructions at all times in some situations because of triggers such as being drawn to water, other dogs and people, birds, squirrels, other animals, excitement, any other triggers and distractions. We are not liable for such events including any incident, illness, accident, loss, death, and any other matter

When it is arranged to drop your dog/s at an address without supervision and when you are not present, we are not liable for any incident, illness, accident, loss, death, and any other matter. When you have staff members working at the address, and if they have agreed to ensure your dog/s is safe, it is their responsibility to make sure the environment is adequate for your dog/s

We are not liable for anything relating to items, alarms, property and people at your address when accessing your property

It is your understanding that your dog/s may feel challenged by situations and settings. It is your responsibility to ensure you have the appropriate plan of action in place for your dog/s to address these challenges, you are responsible for the training of your dog/s which require patience and commitment from you. We are not responsible for the training, movements, and behaviours of your dog/s. We are not liable for any incident, illness, accident, loss, death, and any other matter as per the above

We are not responsible for any training techniques you may have been advised to follow, it is your understanding the best advice is provided to support you and your dog/s

We request a degree of flexibility because of transports and the day activities which may mean being earlier or later, we don’t guarantee times, always let us know well ahead of the day if you need to be somewhere by a certain time with your dog/s so we can check and confirm. We can pick up and drop off your dog/s from your address

There are times when your dog/s will be back at home/your address to rest alone or as required during the course of the day as required, for any service

Services require at least 4 weeks notice by email 9 a.m.-4 p.m. Monday-Friday, outside of bank holidays and not accounting for pausing/going away periods, for cancellation and for pausing a service, or the full charge will be requested and collected – apart for changing Training to another session which requires at least 1 week notice by email 9 a.m.-4 p.m. Monday-Friday, outside of weekends and bank holidays, and not accounting for pausing/going away periods. Changes/rescheduling a service which was originally in place are treated as cancellation as the ongoing services have been planned ahead for the usual days scheduled, this includes unforeseen circumstances where you may need to cancel because, for example, of a veterinary appointment when your dog/s is unwell or because of personal accident/matter affecting you

Stay-and-Care boarding is based on a day rate regardless of times, it is not based on the number of nights because care is provided throughout as needed, it also balances out when you schedule it time after time. Only a very late start in the day until the morning may be quoted lower, however this is based on the schedule and exercise your dog/s may need to feel relaxed and content and it is usually based on a day rate. Stay-and-Care boarding requires at least 4 weeks by email 9 a.m.-4 p.m. Monday-Friday, outside of bank holidays and not accounting for pausing/going away periods, for rescheduling or cancelling, or the full charge will be requested and collected

During Stay-and-Care boarding, a fee is charged for the use of toothpaste, hair products (note we only wash dogs if really necessary, grooming is by appointment only), paw balm – note we use our own. The fee is rounded up pro rata

Training packages are non-refundable and cannot be cancelled once the invoice has been issued, the agreed rate is applicable as a package only. Training is usually scheduled once a week or more, and based on EmmanuelleChaix’ availability, Training must be used within a month period after the last session taken or it will not be reimbursed

Invoiced or already paid for Training takes place in all weather unless we advise you differently and the above applies

The above timescales are the minimum required notice periods, you should notify us as soon as possible

Ongoing services must meet the agreed times and consistent lateness may be charged, you must make sure you allow sufficient time for traffic for example. The difference for the additional charge above applies for impacting on the schedule. We will notify you if we cannot accommodate

We will always try and accommodate a reschedule at short notice whenever possible, however the initial charge for the service and any additional cost for anything unplanned always apply in full, and as per the above required notice period because of replanning – this means an additional charge applies. Service timings may be shorten. As much notice as possible should be given to facilitate planning because it impacts on the schedule

All services around and during Christmas, New-Year, and bank holiday periods are subject to confirmation from EmmanuelleChaix Team – the few days before and after these periods – additional periods over the year are also subject to confirmation which we advise you of at the time of scheduling and you should make arrangements accordingly. An increased rate is applicable at these times. The increased rate is applicable and invoiced for ongoing services, therefore if your schedule is different during these times, you should ensure you notify us as per the required notice period above, and request the days around and during these periods

Early in the day, end of day, and weekend services are subject to an increased rate

Payment is due in advance and prior to the service start/invoice, at the time of booking/invoicing or a minimum of 4 weeks prior to the beginning of the scheduled month, outside of weekends and bank holidays, and not accounting for pausing/going away periods. Stay-and-Care boarding requires a 50% non-refundable deposit to secure the service and full payment a minimum of 4 weeks prior to the beginning of the scheduled month, outside of weekends and bank holidays, and not accounting for pausing/going away periods

Ongoing services are invoiced monthly and invoices may be sent out on different days monthly, it is your responsibility to ensure you provide us with any updates for the ongoing schedule as per the required notice period above

Some periods over the year are subject to confirmation from EmmanuelleChaix Team for ongoing services, if we need to change days for your dog’s schedule due to unforeseen circumstances, we will contact you before the requested schedule, you should make arrangements accordingly in the event we cannot provide a service for the period requested. Any dates and information you may have provided which relate to beyond the month ahead are noted, these are however only checked when the invoice is issued, if we need to make changes we will contact you accordingly

The payment ID reference provided at the top of the invoice should be indicated on your online banking

When you cancel or reschedule a service that has been invoiced, or that has been paid for prior to invoice, the initial charges apply unless this is before the required number of weeks notice period above. You should advise us by email by the end of the next day, and before the notice period above, Monday-Friday 4 p.m. outside of bank holidays, to avoid charges. This also applies to services that are reinstated following a cancellation or reschedule, this means that unless you advise us by email by the end of the next day and before the notice period, Monday-Friday 4 p.m. outside of bank holidays, charges for reinstating and re-planning are charged- reinstating is subject to availability which may have changed. Please make sure you have checked that dates and services are correct on all invoices sent to you

When you are going away and when ongoing service is paused, payment is required prior to your time away/service paused for the services scheduled when returning, and a minimum of 3 days/Monday-Friday, outside of bank holidays, before your time away/service paused. This is to ensure payment is processed without delay. Please ensure you notify us of your time away

Current rate is subject to change with notice of a week often based on the level of care for your dog/s and puppy/ies

When you are delayed for any service or unsure of your return time for the Sitting service,
and when the delay is over 10 minutes of the booked return time, an invoice will be issued for the difference not invoiced, note that the full hourly rate is applied

We request that you meet timings agreed including Stay-and-Care boarding timings to facilitate the care provided

We accommodate for Stay-and-Care boarding whilst you are on holiday, on business or simply away, or out and about, this is subject to request. It is your understanding your are happy to leave your dog/s whilst away, additional services may be added on assessment to complement the level of care, positive behaviour training is included however formal training is not provided during this period. We may split settings based on activities, and to allow us to carry on with usual day-to-day tasks. We also recommend taking one-on-one Training which are sessions tailored for you to get involved in your dog’s Training, which you can schedule anytime, in addition to the above

We can House-Sit or arrange for Stay-and-Care for your dog/s whist you are away, this is subject to request. It is your understanding your are happy to leave your dog/s whilst away, additional services may be added on assessment to complement the level of care, positive behaviour training is included however formal training is not provided during this period. We may split time between home and other settings based on activities, and to allow us to carry on with usual day-to-day tasks

It is your responsibility to ensure you have provided us with additional contact details when you are away

When you are planning to be away with your dog/s following service on a specific day, you should notify us as soon as possible to ensure we meet the drop-off service timing

Treatments such as wormers, flea, tick treatments, and any specific needs which are required during Stay-and-Care boarding should be advised.

When your bitch is or will be in season we request that you provide nappies in the correct size, if we need to get some these will be charged to you

Toys, wooden sticks/branches from the outdoors, and various accessories may be used to interact with your dog/s. These are usually safe although we are not liable for any incident, illness, accident, loss, death, and any other matter which may happen whilst your dog/s interacts with these, other dog/s, and people

Continuous damage caused to property, items such as bedding and toys, equipment, and inconvenience such as marking is at the owner’s cost and will be charged

We are not responsible for personal items belonging to your dog/s that have been damaged or lost for example through playing or use

Day Care is at a set fee comprising of time outdoors – walks, targeted exercise regime, Training and additional services may be added to complement the level of care and to support early starts and night services. Day Care includes time when your dog/s will be back at home/your address to rest alone during the course of the day as required. Formal training is not provided during Day Care

The Walking service has a set time of 45 minutes minimum which is assessed and reviewed based on your dog/s’ needs and energy levels at the time of service on the day, this means the walks may vary in time duration. We tailor short walks for smaller dogs and puppies, and for rehabilitation and older dogs on request. Other services operate on assessment and guidance. We may also take your dog/s for a run. When your dog/s is learning the walking for example without pulling on the lead, he/she may need to feel relaxed and calmer before venturing out and we may spend time to achieve this before taking him/her out. Walking is aimed at trained dogs or dogs walking well on the lead – training requires patience and time from you as it takes commitment to achieve positive sustainable good behaviours, we are not responsible for the training of your dog/s, and training can be scheduled as required

We request that a fixed lead is used for your dog/s- not extendable/retractable lead, please ensure it is provided

We may use accessories to support your dog/s’ walking and when needed, for example leads, collars, and muzzles may be used as required

All services including Day Care operate with a degree of flexibility to fit with the daily schedule, activities, and weather when your dog/s seems to be affected by the cold, rain and heat for example. We do not notify you as this is based on judgement and we adjust the service timings on the day, this means the times may be shorten

Thick rolls or packs of poop bags should be available with your dog/s’ accessories or provided at least every few weeks with ‘EmmanuelleChaix’ written on top

The Click, Purchase and Collect service is provided at a fee for diet, play and stimulation items

Feeding timings are followed as much as possible when advised- you should make sure the required quantity only of food/drinks are packed in light airtight containers, in a carry bag with ‘EmmanuelleChaix’ written on top. We can provide our selected food for your dog/s with notice, this is confirmed by us, this includes a service fee. Selected quality treats are at an additional cost when it is necessary to use them for example during Stay-and-Care boarding and for Training. We use non-animal-based food for dogs in training/as required, and during their Stay-and-Care boarding, you understand we will arrange for this food type for your dog/s

We return items/food as required, as soon as we can- which you may have supplied, note that this may not be on the drop-off day based on activities

All services including pick-up and drop-off services are provided by different parties and these may vary in location over time to accommodate our schedule. This may impact on the current rate for your dog/s to cover for pick-up/drop-off and location as required. Other dog/s may be present when picking-up and dropping-off your dog/s, they may enter your address. Keys/security key fobs/keypad code/s provided are made available to these parties for access, whenever you have provided these, please provide a few sets of keys/security key fobs- please write the name of your dog/s on an attached tag, and with ‘EmmanuelleChaix’ written on top, as it is helpful for logistics. When returning keys/security key fobs, we try our best to return these to you as soon as possible based on our availability and schedule, it may not be straight away, this is confirmed by us

When you are dropping your dog/s off, the location may vary to accommodate our schedule

We adjust the schedule times and possible arrangements for all services to accommodate for the daily schedule changes, activities, and situations arising, we do not notify you as a result, it is your understanding you trust our judgement whilst planning and altering the day. We do not allocate a specific carer/walker as this is based on our planned activities, you understand that we decide on the person/s looking after your dog/s based on the days’ activities

We may travel by private or public transports. We travel throughout London and further afield for any services

A towel/s should be available for your dog/s to be dried when it is raining/muddy. You should make sure you let us know where a towel/s is left for this use

When your dog/s gets dirty playing or swimming whilst outside and whilst on Stay-and-Care boarding, it may be necessary to give him/her a bath and grooming which may be arranged subject to availability and when it has been requested. We do not usually wash your dog after walking him/her. You understand your dog/s may get dirty whilst outside, this includes accessories and toys. He/she may also get wet near water. It is possible your address may also get dirty

We are not responsible for possible interaction outcomes between unneutered male dogs and unspayed female dogs for any service, including Stay-and-Care boarding, this includes your dog/s and other dogs mating

You understand any bedding, accessories and toys you may provide for any services and for Stay-and-Care boarding may be damaged or lost for example through playing with your dog/s and other dogs, through use, we do not replace these. We usually do not wash items as they may not have time to dry- when we wash items, you understand that it is possible that they may change in shape or colour/condition

Sub-contracting may be applicable for some services and the sub-contractor’s T&C  and Privacy Policy apply

It is your responsibility to ensure your dog/s is picked-up accordingly by the relevant party if different to yourself/the owner, this arrangement is not usually checked

The service may have to be paused for bitches on heat

We reserve the right to change or amend the T&C and Privacy Policy at any time, please ensure you refer to them periodically and at the time of invoicing

We reserve the right to cancel, decline and terminate a service/s due to any circumstances and at any time

© EmmanuelleChaix . Your Dog and Puppy first