Last updated: 25-02-2026

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These Terms of Service (“Terms”) govern your use of our website and the services/products provided by The Paw Works Group. By placing an order, booking a service, or using our website, you agree to these Terms.

Business address: 5 Stallard Close, Faringdon, Oxfordshire, SN7 7GD
Email: customercare@thepawworksgroup.co.uk | Call: 01367 218228 | WhatsApp: 07774 276066

1) Who we are

The Paw Works Group provides:

• Miley Buggs (raw dog food, treats, supplements & pet supplies)

• Wag & Walk (dog walking)

• Miley’s Paw Patrol (dog training)

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2) Eligibility & your responsibilities

By using our services you confirm that:

• You are at least 18 years old (or have a parent/guardian booking on your behalf).

• You are the legal owner of the dog(s) or have permission to book/order for them.

• Any information you provide (dog health, behaviour, allergies, access instructions) is accurate and kept up to date.

• You will inform us promptly if your dog has a contagious illness/parasites or if behaviour changes significantly.

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3) Bookings, orders & acceptance

• Bookings/orders are confirmed once accepted by us (including via WhatsApp/email) and any required payment/deposit is received.

• All orders are subject to stock availability and our ability to deliver the service safely.

• We may refuse, pause, or discontinue service as set out in Section 9.

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4) Working day (definition)

For the purposes of these Terms, a “working day” means any day other than Sunday or a UK Bank Holiday.

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5) Pricing & payments

• Prices are shown in GBP (£) unless stated otherwise.

• Prices may change, but confirmed bookings/orders will be charged at the rate agreed at booking/checkout.

• Where invoices are issued, they must be paid within the time-frame shown on the invoice.

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6) Cancellations, rescheduling & credits

Cancellations, rescheduling, refunds and credits are governed by our Booking, Cancellation & Rescheduling Policy and any relevant product returns policy displayed on our website. If there is any conflict, those policies take priority.

For Wag & Walk, where a cancellation is eligible for a credit:

• Credits are non-transferable, not redeemable for cash, and must be used within the timeframe stated in our policy (currently 30 days from the date issued unless stated otherwise).

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7) Miley Buggs (products) — key terms

Click & collect

• Cut-off time: 2pm (orders placed before 2pm are typically ready in 1–2 working days).

• Collection hours may vary and will be shown on our website or confirmed with you.

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Storage & handling (raw/frozen goods)

• Raw/frozen products must be stored and handled safely and hygienically.

• Once collected, responsibility for correct storage passes to you.

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Returns & refunds

• For hygiene/food safety reasons, perishable/frozen/raw food items generally cannot be returned once collected unless faulty or not as described.

• Non-perishable items may be returnable if unused and in original packaging, in line with your statutory rights and our published policy.

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8) Wag & Walk (dog walking) — key terms

Access & handover

• You must ensure we can safely access your dog at the agreed time (keys/lockbox/alarm instructions, secure gates, etc.).

• If we cannot access your dog or complete a safe handover, fees may still apply per our cancellation policy.

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Keys & property access

• If you provide us with a key, fob, code, or lockbox details, you authorise us to use these solely to provide the agreed services.

• You are responsible for ensuring access instructions (including alarm/lockbox codes) are correct and up to date.

• Keys/fobs will be kept securely and not labelled with your full address where possible.

• If a key/fob is lost or damaged while in our care, we will inform you as soon as possible. Reasonable replacement/locksmith costs may be your responsibility unless caused by our negligence.

• We may refuse to enter a property if we believe access is unsafe (e.g., signs of a break-in, unsafe persons present). We will contact you immediately.

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Safety

• Group walks are subject to suitability assessment and may be changed to solo walks if required for safety/welfare.

• You must provide safe, suitable walking equipment. We may refuse unsafe equipment.

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9) Miley’s Paw Patrol (dog training) — key terms

• Training outcomes vary by dog and depend on consistency at home; we cannot guarantee specific results.

• Training advice is educational and does not replace veterinary advice or clinical behaviourist support where required.

• You agree to follow safety instructions during sessions; we may pause or end a session if instructions are not followed.

• We do not offer agility training.

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10) Right to refuse service

We may refuse, pause, or discontinue services where we reasonably believe it is necessary for safety, welfare, or business reasons. This may include (but is not limited to):

• Aggressive or dangerous behaviour (e.g., biting or repeated attempts to bite)

• Undisclosed behaviour history that creates a safety risk

• Repeated non-payment or overdue invoices

• Unsafe access to the property/dog (e.g., inability to gain safe entry or safe handover)

• Incorrect/unsafe equipment provided by the client

• Contagious illness/parasites

Where possible, we will explain the reason and attempt to agree a safe alternative.

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11) Emergencies & veterinary care

If an emergency occurs while your dog is in our care:

• We will attempt to contact you immediately.

• If urgent veterinary treatment is required and we cannot reach you, you authorise us to seek treatment from the nearest available vet.

• You are responsible for all veterinary costs incurred.

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12) Website use & intellectual property

All website content (text, images, branding, logos) is owned by or licensed to The Paw Works Group and may not be copied or reused without permission.

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13) Liability

• We take reasonable care, but working with animals carries inherent risks.

• We are not responsible for issues arising from inaccurate/incomplete information provided by you, or unsafe equipment supplied by you.

• Nothing in these Terms limits liability where it cannot be excluded under UK law.

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14) Data protection

We handle personal data in line with applicable UK data protection laws. Please see our Privacy Policy.

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15) Changes to these Terms

We may update these Terms from time to time. The latest version will be published on our website.

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16) Governing law

These Terms are governed by the laws of England and Wales.

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17) Complaints

We take complaints seriously and aim to resolve issues fairly and quickly.

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17.1 How to make a complaint

Please contact us with:

• your name and contact details

• the service/product involved (Miley Buggs / Wag & Walk / Miley’s Paw Patrol)

• the date/time of the issue

• a clear description of what happened and what outcome you’re seeking

• any supporting photos/messages (if relevant)

Email (recommended): customercare@thepawworksgroup.co.uk
You can also call 01367 218228 or WhatsApp 07774 276066.

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17.2 Response times

• We will acknowledge your complaint within 2 working days.

• We will aim to provide a full response within 10 working days.

• If we need longer (for example, to gather information from a third party), we will tell you why and provide an updated timeframe.

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17.3 Escalation steps

If you are not satisfied with the outcome:

• Request a review of the decision by replying to our response email within 14 days and explaining what you disagree with.

• We will conduct an internal review and aim to respond within 10 working days.

• If we still cannot resolve the complaint, you may seek independent advice or escalate via the relevant channels available to you under UK law (including any applicable consumer rights routes).