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 agree. I too would be looking for an alternative in this situation. I suspect a new dog walker setting up in that area with sensible policies could take this company's business almost overnight.

Surely if they want to keep the client's goodwill they would do something like waiving their charges the following week? Nowadays with social media it's all too easy to lose your reputation in this sort of business.

They have prioritised money over an animal's welfare.

If they cared about the dog, they would have phoned you to let you know you haven't paid and did you still want the service.

I would be finding another dog walker.

They are a business, not a charity.

They emailed OP, it’s not their fault she is unorganised.

Of course they're a business and need to make money, but any business working with animals should have a duty of care over welfare. ]

You run a business like this because you love dogs and therefore can make money doing something you enjoy.

A good business that cared about the welfare of its animals would have contacted the OP after the missed payment and said that as the payment hadn't been made, then they would not be able to walk the dog on X date unless the payment was made immediately.

The whole "no payment no walkies" thing is really poor.

Owners who care about their dogs prioritize paying their dog walkers.

They did contact the OP via email. The OP didn’t prioritise her dog.

The OP made an honest mistake and sorted it as soon as she realised. The walker didn't reply to a personal text and just sent a very formal, impersonal reply.
I do get that technically the OP didn't comply with their Ts and Cs, but context is important and, in their shoes, I'd have recognised that it was a genuine (and one-off) mistake from a good regular client, and also taken into consideration that the company had stuffed up once before and the OP had been very understanding.
The company may well lose the OP's business over this. Their short-term officiousness is a bit short-sighted.

Personally I think a customer based approach goes a long way, you were kind enough to continue to give them business when they messed up but they can’t be courteous enough to send a quick text on payment date to ask if you are ok to pay. I’d move my business elsewhere.

I had similar with a cleaning company, the owner was constantly getting dates wrong with cleaners either arriving on the wrong day or not coming at all. The cleaners themselves kept saying the owner had baby brain as she had just had a baby. I never complained about it once. After a year or so our house was sold so I gave a month’s notice and thanked her. Not a single word from her, no acknowledgment of my text or anything. I find that bad business, leave on a positive note always

I would find another dog walker. I get that they are a business and need to stick to their terms and conditions, that's understandable why they did not pick up the dog. But their cold, harsh response would have pissed me off. There are much better ways to convey the message. YANBU.

Is their statement actually included in the terms of the contract that you agreed to?

That's a new one. If you don't check your emails on the offchance that your dog walker might decide to communicate that way instead of the usual way, you're not prioritising your dog?

Oh dear, I haven't checked my emails yet, call the RSPCA!

Expecting a service you haven't paid for is a new one too.

Can't imagine how much of a CF you have to be to think otherwise.

There isn't a requirement to pay in advance.

She did pay as soon as she realised her mistake. And messaged to apologise and say she'd paid. Got nothing back until the walk time had been and gone, then got an impersonal and officious message.

I suppose it depends on how they bill but, frankly, I would not be happy with conditions that meant I had to pay on one specific day.

If I'd had all august to pay and the 1st was the deadline - fine. But if I don't receive Augusts invoice until the wind of month then have to pay on the 1st exactly - that's always going to risk being forgotten.

It would not work for me and I'd look for someone else.