Code of Conduct

Purpose and Scope

Ruff N Roll Ltd

Effective Date: 2 November 2026

At Ruff N Roll Ltd, our mission is to provide safe, reliable, professional and enjoyable dog walking and pet care services. This Code of Conduct sets out the standards of behaviour expected from both Ruff N Roll Ltd and our clients to ensure the welfare of all dogs, the safety of the public, and positive relationships with our customers.

By using our services, clients agree to comply with this Code of Conduct.

1. Our Commitment to You

Ruff N Roll Ltd will:

Treat every dog with kindness, patience, respect and compassion.
Prioritise the safety, welfare and wellbeing of all dogs in our care.
Provide professional, reliable and responsible services.
Handle personal information in accordance with our Privacy Policy.
Maintain appropriate insurance coverage for our services.
Exercise reasonable judgement and care when handling dogs.
Communicate honestly and promptly with clients regarding their pets.
Immediately notify owners of any illness, injury, accident or concern affecting their dog.
Respect clients' homes, property and personal information.
Comply with all relevant animal welfare legislation and industry standards.
Conduct business with professionalism, integrity and transparency at all times.

2. Dog Welfare Standards

All dogs in our care will be:

Treated humanely and respectfully.
Walked and exercised appropriately according to their age, breed, health and fitness.
Properly supervised whilst under our care.
Provided with access to drinking water where necessary.
Transported safely and securely when transport services are provided.
Kept on a lead where required by law, safety considerations or client instruction.
Returned to their owner in the same manner and condition in which they were entrusted to us, subject to normal outdoor activities.

Ruff N Roll Ltd reserves the right to refuse or discontinue services where we believe a dog's welfare, safety or wellbeing may be compromised.

3. Client Responsibilities

To ensure the safety and wellbeing of all dogs, clients agree to:

Accurate Information

Provide complete, accurate and up-to-date information regarding:

Medical conditions
Medications
Behavioural issues
Aggression history
Anxiety or fear-related behaviours
Veterinary contact details
Emergency contact information

Health Requirements

Clients confirm that their dog:

Is fit and healthy enough to participate in walks and activities.
Is appropriately vaccinated or protected as advised by their veterinarian.
Is free from contagious illnesses, infections or parasites.
Has received any necessary preventative treatments where appropriate.

Behavioural Disclosure

Clients must disclose any history of:

Aggression towards people
Aggression towards dogs or other animals
Biting or attempted biting
Escaping or roaming behaviour
Resource guarding
Excessive reactivity

Failure to disclose behavioural concerns may result in immediate termination of services.

4. Respectful Conduct

Ruff N Roll Ltd is committed to providing services in a respectful environment.

Clients, employees, contractors and representatives must:

Treat each other with courtesy and respect.
Communicate honestly and professionally.
Avoid abusive, aggressive, threatening, discriminatory or harassing behaviour.
Avoid behaviour that endangers people, dogs or property.
Respect agreed appointment and collection times.

Ruff N Roll Ltd reserves the right to immediately suspend or terminate services where unacceptable conduct occurs.

5. Safety During Walks

For the safety of all dogs and members of the public:

Ruff N Roll Ltd will assess appropriate walking locations and environments.
Walk routes may be altered due to weather, hazards, livestock, public safety concerns or other unforeseen circumstances.
Ruff N Roll Ltd may keep dogs on lead where considered necessary for safety reasons.
Group walks will only take place where dogs are deemed suitable for social interaction.
Ruff N Roll Ltd reserves the right to separate dogs that pose a safety concern.

Safety decisions made by Ruff N Roll Ltd while dogs are under our care are final.

6. Access to Property

Where keys, lock codes or property access details are provided, Ruff N Roll Ltd will:

Take reasonable steps to safeguard access information.
Use access solely for the purpose of providing agreed services.
Respect the client's home and property.

Clients agree to:

Ensure safe and lawful access arrangements.
Inform Ruff N Roll Ltd of any changes to access instructions.
Ensure their property is secure and safe for pet collection and return.

7. Photography, Social Media and Content

Ruff N Roll Ltd may photograph or film dogs during walks and activities in accordance with our Privacy Policy and any permissions provided by the client.

Where consent has been granted:

Images and videos may be used for updates, social media, promotional materials and marketing purposes.
Ruff N Roll Ltd will not intentionally publish personal client information without consent.
The welfare of all dogs will always take priority over photography or content creation.

Ownership of Content

All photographs, videos, images, graphics, recordings, written content and marketing materials created by Ruff N Roll Ltd remain the exclusive property of Ruff N Roll Ltd.

Ruff N Roll Ltd retains all copyright, intellectual property rights and usage rights relating to such content.

Clients may not reproduce, alter, commercialise or use Ruff N Roll Ltd content for commercial purposes without prior written permission.

8. Emergencies

In the event of a medical emergency involving a dog:

Ruff N Roll Ltd will make reasonable efforts to contact the owner or emergency contact.
If immediate veterinary treatment is required, Ruff N Roll Ltd is authorised to seek veterinary assistance in the best interests of the dog.
Clients remain responsible for all veterinary costs incurred on behalf of their dog.

Ruff N Roll Ltd will always act reasonably and in good faith when responding to emergencies.

9. Environmental Responsibility

Ruff N Roll Ltd is committed to responsible dog walking practices and will:

Pick up and properly dispose of dog waste.
Respect public spaces, countryside paths and local communities.
Follow relevant countryside and wildlife guidance.
Promote responsible dog ownership.

Clients are expected to support these standards.

10. Service Refusal and Termination

Ruff N Roll Ltd reserves the right to refuse, suspend or terminate services where:

Information provided is false or misleading.
A dog poses a risk to people, animals or property.
Client behaviour is abusive, threatening or inappropriate.
Payment terms are repeatedly breached.
Continued provision of services would compromise safety, welfare or legal obligations.

Where possible, reasonable notice will be provided.

11. Commitment to Equality and Inclusion

Ruff N Roll Ltd is committed to providing services fairly and without discrimination.

We will not discriminate on the grounds of:

Age
Disability
Race
Ethnic origin
Religion or belief
Sex
Sexual orientation
Gender reassignment
Marital or civil partnership status
Pregnancy or maternity

We expect clients to uphold the same standards of respect and inclusivity.

12. Acceptance of this Code

By booking or using services provided by Ruff N Roll Ltd, clients acknowledge that they have read, understood and agree to comply with this Code of Conduct.

Ruff N Roll Ltd reserves the right to update this Code of Conduct from time to time. Any revised version will be made available to clients and published where appropriate.

Ruff N Roll Ltd
Providing safe, professional and caring dog walking services, while putting welfare, trust and respect at the heart of everything we do.