Cancellation Policy

Effective Date: 16 Jun 2025

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At Lead the Way Walks, we pride ourselves on delivering reliable and professional care for your pets. We understand that plans can change, so this Refund Policy outlines when and how you may be eligible for a refund.

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1. Cancellations & Refund Eligibility - You are eligible for a refund under the following conditions:

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• Dog Walking & Dog Sitting (Individual Appointments):
  Full refund if cancelled with more than 24 hours’ notice.

• Recurring Services (e.g. weekly packages):
  Pro-rata refund for unused services if cancelled with at least 48 hours’ notice.

• Emergency Cancellations:
  We understand emergencies happen. In exceptional cases, refunds may be granted at our discretion — please contact us directly.

 

2. Non-Refundable Situations - Refunds will not be issued if:

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• The cancellation is made with less than 24 hours’ notice (unless due to exceptional circumstances)

• The service was delivered as agreed and you later choose not to use it

• We are unable to access your property or pet due to incorrect instructions, locked doors, or uncommunicated changes

 

3. Rescheduling Instead of Refunds - We’re happy to reschedule your booking (subject to availability) rather than issue a refund if you prefer.

 

4. How to Request a Refund - Please email us at Gemma@leadthewaywalks.co.uk or call 07876322505 with your:

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• Name and contact details

• Date and time of the original booking

• Reason for cancellation or refund request

We aim to process all refund requests within 5 working days.

 

5. Refund Method - All refunds will be issued using the original payment method. If that is not possible, we will arrange an alternative agreed method.

 

Questions?
If you’re unsure about your eligibility for a refund or need to talk to us, please contact:

Lead the Way Walks
Email: Gemma@leadthewaywalks.co.uk
Phone: 07876322505