Dog walker didn’t pick up my dog

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I’ve been using this dog walking company weekly for just over a year, they’ve been great and my dog loves going.

I’ve had no problems except in May, because of the bank holiday the dog walk was cancelled for the Monday so it was agreed to walk on Thursday instead but then my dog wasn’t picked up. I text the company owner, she apologised profusely and said it was a mix up and wouldn’t happen again. It wasn’t the end of the world and I just said no worries, these things happen but I did have to leave work an hour earlier as my dog had been at home without a toilet break.

Anyway, today he was due to be walked as I’m at work. August has completely run away from me and I got into work, logged on and realised it was the 4th already! I was due to pay the dog walker on the 1st so straight away paid her and text to say really sorry (I’ve paid on time every time before this). I didn’t get a response, his usually pick up time came and went but I left it for a bit, after an hour I messaged again to ask if the walker would be coming soon, she replied with
“In keeping with our policy, a reminder will be sent on the day a payment is due. If payment is not received, a late payment charge of 2.5% will apply for each subsequent day of delayed payment. We then consider the contract to be paused until payment is received and will not honour any services scheduled during this time. We apologise for the inconvenience and hope you understand that prompt payments are vital to the success of our business”

I understand I was late paying and therefore owe the charges, but to not tell me they would not be picking my dog up seems really unfair, this is the only time I have paid late and the reminder they sent was via email (which I didn’t think to check) when all other communication with them has been over text. Im confused because they have been so great in the past. I didn’t make a fuss when they forgot my dog in May, but now it’s such a hardline approach to my delayed payment. AIBU?

I think they should cut you some slack, an animals welfare is much more important than a late payment, especially as im sure the company knew you would pay.

Its ok for them to forget your dog but they come down hard on a late payment, especially as you contacted them first to say you would pay and apologise.

You didn't pay and they will already have made their arrangements and schedule for the day. YABU

I think they should cut you some slack, an animals welfare is much more important than a late payment

Good luck running a business like that. Should they just walk dogs for free because of animal welfare then?

If you're running a business you have to have one policy for everyone. If that's the late payment policy then that's it. They can't have a different policy for you because you normally pay on time.

I agree they could have sent you a text though and I would (politely) point this out to them so they can hopefully add it in to their late payment policy.

They weren't expecting to be picking up your dog, because you hadn't paid them. Set yourself a reminder on your phone for the first day of the month so it doesn't happen again.

When you’re running a business that affects animal welfare then you can’t just not turn up or cancel last minute.
I would find another dog walker. I wouldn’t want to pay someone who so readily dumps an animal because of a late payment. Especially when you have already messaged apologising and paid. They should have collected the dog or messages to say you haven’t paid can you pay please otherwsie we won’t be picking up the dog

You didn't pay despite their reminder (assuming you were indeed sent a reminder) and presumably you agreed to their terms when employing them.

So many people take the piss that unfortunately it's entirely reasonable that they have this policy in place to protect themselves.

I wouldn't carry on working for free when I didn't know if I was actually going to be paid.

Do they hold a deposit from you? Not exactly the same but our nursery holds a deposit of 1 month and 1 week. The 1 month is the notice period in case you go AWOL, the 1 week is a buffer zone for them in case of late payment. If we’d had this issue with nursery we’d have had a week to get payment to them, but they wouldn’t be working for free during that time, they’d know they had a week of fees to cover the time they were chasing you up.

Anyway, I digress. They are within their right to do it but I’m surprised they’re taking such a hard line, most of the time I would have expected the policies to be used for the piss takers and a bit of leeway with regular customers who they know and who haven’t mucked them around before.

Unfortunately the terms are quite clear, you don’t pay on time, you won’t get your dog walked. I know a few dog walkers and that’s what takes up there whole time, they don’t have the time to chase people or remind them of payment dates.

I'd be getting rid of them for the cold response tbh. They should send a polite non payment remainder by text when it's a day late as well.

If you were a repeat offender fair enough but tot seems it's one rule for them and another for you.

Sorry but yabu
you should have considered your dog’s welfare first and paid on time

Unfortunately they have to stick to their policy. My dog walker is exactly the same, she hasn’t got time to chase payment and so assumption is no pay = no walk until paid.

I understand they are running a business, I have set reminders to make sure it doesn’t happen again.

My arguement is when they deviated from the contract we have by forgetting to pick up my dog, which I had to tell them because they hadn’t realised they’d even forgotten him and caused me inconvenience, I wasn’t angry or rude, I was very understanding. But when I breach the contract, it’s black and white to them. I had actually paid and messaged to apologise by 8:30am, he doesn’t get walked until 11.

I just think it’s a bit of a harsh way to do business with customers who have never caused you problems in the past.

@MrsKwazi So helpful thanks. It was a genuine one off mistake, not a lack of care for my dogs welfare 🙄

This is suboptimal. In technical terms, they did tell you they wouldn't be walking your dog as their terms and conditions state what is to be expected. Did your payment today include the 2.5% per day per the terms and conditions, or are you still 'in arrears'?

That said, I think there are much better and more customer friendly ways to run a business, especially if they are dealing with animals. I would most likely be looking for a new dog walker in your position. Check the terms of any new one though, just in case.

I just think it’s a bit of a harsh way to do business with customers who have never caused you problems in the past.

I agree with you.

I've been self-employed for decades and whilst I won't tolerate a customer taking the piss I would make allowances for an otherwise reliable customer making the occasional mistake.

They sound horrible, it's no way to treat a good customer, especially one who was understanding when they made a mistake.

You didn't pay for the service so you didn't recieve the service. YABU to expect anything different.

You are not being unreasonable. Did they reimburse you when they didn't provide their service in May?

I had actually paid and messaged to apologise by 8:30am, he doesn’t get walked until 11.

But that assumes that a) they're checking their phones regularly to see if people who've forgotten to pay on time have finally got round to it and b) that they have the time to belatedly add your dog's pick up and drop off into what may well be an already fully booked schedule. I'd assume a dog walker was already out and about walking dogs at 8.30am. Just because yours isn't walked until 11 doesn't mean that they don't do a whole set of early walks for other people. Your post shows quite a lot of naivety about how businesses work.

@HappiestSleeping I didn’t pay them the extra because I had paid immediately upon realising I was late, before she had messaged me to remind about the 2.5% but I will settle the difference, I am more than willing to pay the late payment charge

A very good friend of mine has a pet care business, which is mainly dog walking. I fell off my chair when she told me how some customers treat her.
People expect her to be completely flexible, to need no notice for changes, to be OK about late payment, to accommodate add ons with no discussion, to not be completely honest about their dog's temperament.

She has had to put really clear rules in place in order to protect her business.

Did you get the kayment reminder that they always send on the day the payment is due?

I want preface this by saying I'm a dog walker myself.

They didn't pick the dog up because you didn't pay and confirm the booking when you were supposed to. That's not their fault - it's yours. They can't just alter their diary with two hours to go in order to fit your dog in at the last minute - it doesn't work like that.

The incident in May was months ago and is irrelevant to what happened today.

I get that they are a business and they need paying in time. However, our dog walker is lovely and provides a much more personal service. If we would miss payment one week, I’m sure she’d message us first before cancelling as she loves ddog and knows we’re good customers.
I would expect a bit of understanding for a one-off mistake

But they haven’t been angry or rude to you either OP, they’re just following through their work.

She likely didn’t check her bank that morning to see if you had paid last minute, I know ours wouldn’t have, she plans her walks and goes about her day. Hence her rule that it has to be paid by x date, she checks the account then, anyone who hasn’t paid by the deadline doesn’t get walked. It’s really simple, not emotional or nasty. Service not paid for = service not carried out, and you hadn’t paid by the deadline set.