TERMS AND CONDITIONS

Last updated: 8th October 2026

1. About us

Milo & Co is a dog walking and pet services business based in Hughenden Valley, Buckinghamshire, run by Lorna Wilkins. You can contact us at miloandcobucks@gmail.com. In these terms, “we” means Milo & Co, “you” means the client, and “services” means the services described below. These terms, together with the Client Agreement in Part 2 that you complete when you sign up, make up our agreement with you.

2. Our services

We offer:

• The Social Pack Walk: a 1 hour group walk for dogs who thrive on freedom and friendship, with on or off-lead play in sociable company. Maximum of six dogs per walk.

• The Solo Explorer Walk: a calm, one-to-one 45 minute walk in open space, for dogs who prefer their own pace.

• Longer Days, Double the Fun: extended care, exercise and company for owners with longer days out, ad-hoc or all week. Sessions last 2 to 4 hours and are only available on weekdays.

• Puppy Adventures: 30 minute walks, giving your puppy a regular walking buddy until they’re ready to move on to the Social Pack Walk or the Solo Explorer Walk.

• Home Visits & Check-Ins: 20 minute visits for a toilet break and play when you’re called away.

• Weekend Trails: 1 hour adventure walks at the weekend.

Prices are on our Services page or as agreed with you in writing. Each walk lasts the full time you have booked. Travel to and from your home is not part of that time, and we do not charge for it. We cover the areas listed on our Areas We Cover page and may decline bookings outside them.

3. Meet and greet and booking

Before your first booking we arrange a meet and greet, free of charge, so we can get to know you and your dog. We may decline to take on a dog if we don’t think our service is right for them. A booking is confirmed when we confirm it in writing, and a message counts. Regular bookings continue until ended under clause 6.

4. Your right to cancel

If you book at a distance or away from our premises, you have a legal right to cancel within 14 days of booking, without giving a reason. To cancel, tell us clearly by email, phone or message. If you ask us to start the service within those 14 days, you will pay for what we have already provided. Your other legal rights are not affected.

5. Payments and invoicing

Invoices are issued on the 25th of each month for all walks completed and scheduled up to the end of that calendar month. Payment is due by the 1st day of the following month. If an invoice is unpaid after the due date, we may suspend upcoming walks until the balance is cleared. All payments must be made by bank transfer (BACS). We give you our bank details with your invoice.

6. Cancelling and ending your service

• Cancelling a walk: We need at least 48 hours’ notice to cancel a scheduled service. If you give less than 48 hours’ notice, the service is billed at the full rate on your next invoice.

• Ending your service: We need two weeks’ written notice to end your services with Milo & Co. If you give notice before the 25th, your final invoice arrives as normal on the 25th, for payment on the 1st. If your notice is given after the 25th, your final invoice is sent the day after your last scheduled service and payment is due within 7 working days.

• If you don’t give two weeks’ notice: All scheduled walks in that two week period are billed. Your final invoice is sent the day after your last scheduled service and payment is due within 7 working days.

7. If we have to cancel

If we have to cancel a walk because of extreme weather, illness or an emergency, you will not be charged. If an invoice has already been issued, we will credit it to your next bill.

8. Extreme weather

If conditions are extreme and we judge them unsafe, we will contact you to reschedule your booked service to another date or time at no extra cost. We monitor the weather closely and sometimes have to rearrange, postpone or move a service at short notice.

9. Bank holidays and closure days

Walks scheduled or needed on UK bank holidays are charged at twice the normal service rate, and this appears on your standard invoice. This service is not available during our business closure days. We publish closure days on our website and social pages.

10. Service-specific terms

• Multiple dogs: Additional dogs in the same household are charged at a discounted rate.

• Social Pack: Dogs must be fully vaccinated, including the kennel cough vaccine, to join Social Pack sessions.

• Longer Day Sessions: We collect your dog at either 9am or 10am and keep them for a maximum of 4 hours. Your dog joins us on every walk scheduled that day, and is looked after at your home in any gaps between walks. This service is only available on weekdays.

• Puppy Adventures: For puppies aged from 10 to 12 weeks up to 6 months. When your puppy is ready, we will talk to you about moving to Solo Explorer or Social Pack, and which suits your puppy best.

• Ad-hoc requests: We need at least 48 hours’ notice for ad-hoc bookings, and they depend on availability. We understand that isn’t always possible, and we will try to fit in short notice requests where we can.

• Pet Sitting: We need at least 2 weeks’ notice for weekend pet sitting and 4 weeks’ notice for weekly bookings. For requests with less notice, we take a 20% deposit, which is deducted from your final bill. To cancel, we need 48 hours’ notice for weekend bookings and 72 hours’ notice for weekly bookings. Deposits are non-refundable if the required notice isn’t given.

11. Your responsibilities

You agree that:

• Your dog is microchipped and wears a collar with an ID tag.

• Your dog’s vaccinations, and flea and worm treatments, are up to date.

• You have told us about anything we need to know, including health conditions, medication, behaviour towards people and other dogs, escaping, poor recall, and whether a female dog is in season.

• You will keep your contact, emergency contact and vet details up to date and tell us about any change in your dog’s behaviour, health or medication.

• You will make sure we can safely get in and out of your home when collecting and returning your dog.

12. Behaviour and suspension

We may decline or suspend a service if your dog is, or becomes, aggressive. We will always talk to you about any behaviour changes before we change, suspend or decline a future service.

13. Emergencies, keys, off-lead walking and risk

These are covered in the Client Agreement, which you complete when you sign up: the Veterinary Release, Property Access and Key Holder terms, Off-Lead Consent, and Liability and Risk Assumption.

14. Our responsibility to you

We provide our services with reasonable care and skill, and Milo & Co is covered by public liability insurance. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn’t allow us to limit. Your legal rights as a consumer are not affected.

15. Photos and social media

We only post photos or videos of you or your dog on our website or social media if you have agreed. You can change your mind at any time and we will take them down. See our Privacy Policy for more.

16. Complaints

If something has gone wrong, please tell us first at miloandcobucks@gmail.com. We will reply as soon as possible and do our best to put it right.

17. Privacy

How we use your personal information is set out in our Privacy Policy.

18. Using this website

The information on this website is general guidance, and services, prices and areas may change. The text, photos and design belong to Milo & Co and may not be copied without our permission. We link to other sites and embed content such as maps and social media feeds, but we don’t control them and aren’t responsible for them. We aim to keep the site running smoothly, but we can’t promise it will always be available or error free.

19. Changes to these terms

We may update these terms from time to time. Your booking is governed by the version in force when you booked, unless you agree otherwise.

20. Governing law

These terms are governed by the law of England and Wales, and its courts have jurisdiction. This doesn’t affect any rights you have as a consumer.