Cancellation Policy
Last updated: 29 September 2026
This policy applies to services provided by Matthew Walley, trading as Mud & Miles Dog Co.
1. How to cancel
Please cancel a service as soon as possible by contacting Mud & Miles using the agreed contact method or by emailing: mudandmilesdogco@outlook.com
A cancellation takes effect when it is received by Mud & Miles.
2. Cancellation charges
- More than 48 hours before the service: No cancellation charge.Between 24 and 48 hours before the service: Up to 50% of the service price may be charged.Less than 24 hours before the service: Up to 100% of the service price may be charged.No access, no one available or the dog cannot be collected: This may be treated as a cancellation with less than 24 hours’ notice.
Cancellation charges reflect the time reserved and the likelihood that the space cannot be offered to another client. If Mud & Miles fills the cancelled appointment, the charge will be waived or refunded. We will not charge more than the reasonable loss caused by the cancellation.
3. Emergencies and exceptional circumstances
We understand that genuine emergencies occur. Please contact us as soon as possible if illness, bereavement or another exceptional event prevents the service from going ahead.
Any cancellation charge may be reduced or waived at the discretion of Mud & Miles, depending on the circumstances and costs already incurred.
4. Dog illness
Please cancel if your dog shows signs of an infectious or contagious condition. The usual notice periods apply, but we may waive or reduce the charge where there is an unexpected veterinary emergency. We may end or refuse a service if a dog appears unwell or poses a health risk to other dogs.
5. Extreme weather
Mud & Miles may change the route, start time, duration or type of activity during extreme heat, storms, snow, ice, flooding or other unsafe conditions. Where appropriate, a walk or run may be replaced by a shorter comfort walk, home visit or enrichment session.
- A rescheduled service;Credit toward a future service; orA full refund for any amount already paid.
6. Cancellation by Mud & Miles
If Mud & Miles must cancel because of illness, vehicle problems, an emergency or another circumstance affecting safe delivery, we will notify the client as soon as reasonably possible. The client may choose a rescheduled service, credit or a refund for the cancelled service.
Mud & Miles is not responsible for indirect expenses or losses arising from a cancellation, except where required by law.
7. Regular bookings and holidays
Clients with regular bookings should provide as much notice as possible for holidays or planned absences. The standard cancellation charges apply unless a different arrangement has been confirmed in writing. Repeated late cancellations may result in the regular space being offered to another client.
8. Fourteen-day cooling-off period
Where a consumer contract is agreed entirely online, by telephone or away from our usual business premises, the client will normally have a legal right to cancel it within 14 days of the contract being agreed.
If the client asks Mud & Miles to begin providing services during that 14-day period:
- The client expressly requests that the service begins early.If the client subsequently cancels, they may be required to pay a reasonable amount for services already provided.Once a requested service has been fully performed, the right to cancel may be lost where the client has acknowledged this in advance.
This statutory right is separate from the booking-cancellation terms above and does not affect the client’s other legal rights.
9. Refunds
Where a refund is due, it will be made using the original payment method where reasonably possible and within any period required by law.
10. Contact
Questions about cancellations should be sent to:
Mud & Miles Dog Co
Email: mudandmilesdogco@outlook.com
Website: www.mudmilesdogco.com