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?

They used the email address the OP provided. How are they supposed to know she doesn't check her emails? It's hardly an arduous task - most phones do it automatically.

I've never had a phone that posts emails, fortunately, otherwise it would never stop pinging.

The point is, really, that however much they can righteously point to their contract terms (assuming they do spell this out) and their email, they're not really thinking in particularly sensible terms commercially. Most businesses allow some leeway for payment in the interests of good customer relations and in recognition that, when you're dealing with individuals, sometimes life gets in the way. Dog walking businesses are quite vulnerable to competition, and if word gets round that they aren't reliable it can have serious effects.

My dog walker emails the invoice weekly. I have it set up on standing order. If I didn't pay she would text me checking everything is ok. I'd probably look elsewhere

Not providing a service because they haven't been paid for it is hardly being unreliable, is it.

"Starbucks refused to give me a coffee for nothing! I'm never going back"

I think what is clear from this thread is there is a split between people who believe that there is a degree of personal service in a business such as those where you develop a personal relationship with someone (where you would expect a bit of leeway)and those that believe it is impersonal regardless of your personal interactions (where t&cs are rigidly enforced with no leeway) . I don’t think you can reconcile the 2 groups and I guess I does depend on interactions people have had in the past. I wouldn’t expect a first offence, after developing a clear pattern of paying perfectly before, to result in sanction but clearly other people would. I think it is just people’s experience. I don’t think either group are right or wrong. Personally I would change to someone else though as I would prefer the more personal approach.

I wouldn’t expect a first offence, after developing a clear pattern of paying perfectly before, to result in sanction but clearly other people would. I think it is just people’s experience. I don’t think either group are right or wrong.

The language here is really telling. OP isn't being sanctioned or punished - she's just experiencing the consequence of not paying her bill. She's taking it far too personally.

I think you need to move on from the incident in May. They missed one walk, ever - and you therefore did not pay for that day. Sorted.

Now - you forgot to pay and they asked you to put it right by paying the late fee. Done, sorted.

Sorry, but I think you are making a mountain out of a molehill here. I am sure they get people who don't bother telling them they are no longer needed, they just stop paying. Also, I would imagine it was too much info to put in a text, hence the email. Them not usually communicating by email is highly irrelevant, you didn't check your emails so missed it. That wasn't going to change had you known they sometimes email - you forgot to pay, surely you wouldn't have went looking for an email reminder in that situation. So I find that very confusing.

One aspect as well that needs to be considered is if a business judges situations like this on a case by case basis, they run the risk of 'well, you walked my dog the last time when I was late, so why not now?' or 'you walked my friend's dog when she was late so why not mine?'

It's much easier to just have a one size fits all policy.

Good point, @CaffeineAndCrochet

Exactly.

Also, it's just a payment policy - it's not personal.

I actually am a self employed dog walker, it’s very annoying when people pay late as I rely on that income being a single mum, and I have certain customers that are late every month BUT, I wouldn’t dream of treating a customer this way! Particularly if a customer has a solid track record for payments.

I turn up for my dogs every time regardless of whether the owner is behind or not and I don’t add penalties when they are, I’m probably too soft on people to be fair but I have an excellent relationship with each of my customers and I wouldn’t ever let a dog down like that. I think you should look elsewhere!

Yep , they are running a business and those who don't pay don't get their services

Have had lots of dog walkers over the years and it's a standard clause that services are stopped until outstanding bills are settled. You paid them 5 days late, perhaps if you'd realised your mistake last night they'd have resumed your service today. You only gave them 2 hours notice so YABU in my opinion.

I would find another dog walker pronto, can’t be dealing with such pettiness.

Would you carry on working for someone who didn't pay you ?

I wouldn't

I personally couldn’t leave a dog without a check . The dogs welfare paramount to me . You need to pay your bills though

I totally agree @Gymmum82
If I was the dog walker I would have messaged in good time to say you aren’t on the schedule - is it oversight? Otherwise the dog won’t be collected.

They should cut some slack imo and you should’ve checked you had everything in place to provide the necessary care for your dog and you should be a bit more organised about it with the next person Xx

I think it's quite petty of them to not to walk your dog because you were five late days late with the payment, given you've always been on time before. I would expect a bit of leeway on this occasion and take my business elsewhere. It doesn't really matter whether they've had problems with other customers, they haven't had problems with you and I don't think it reasonable to punish you for the fact that other customers are unreliable.

If it was a one off and they paid within a couple of days of me pointing it out then yes I would (and have) continue to work for them.

Simple. They can just say, we walked your dog last time as it was the first late payment but we don't the second time.

They didn’t forget your dog today. In keeping with the terms you signed the contract was paused so they didn’t pick up the dog. they did tell you - when they presented you with the contract and you signed it.

So OP needs to move on from their mistake but they don't need to move on from hers?

It doesn't really matter whether they've had problems with other customers, they haven't had problems with you and I don't think it reasonable to punish you for the fact that other customers are unreliable.

I don't know why everyone keeps saying the OP was "punished".

She didn't pay her bill on time, so her dog wasn't walked as per her contract. It's not a punishment or a sanction - it's a natural consequence. If you don't pay, your dog won't be walked.

It also has nothing to do with anyone else being unreliable - it's their policy which applies to everyone, no matter what. I say all this as a dog walker myself. If people don't pay me, I won't walk their dogs.

Then they should have explained that shouldn’t they? They didn’t have to be rude. Who wants to send their dog off with someone so unpleasant?

Slightly off topic but I haven't checked my email since about 2010, do you not have notifications on your phone?

They weren't rude though - they just sent out a generic message about late payment. It's probably the same one they send out to every single client that pays late - it won't be one they've specifically aimed at OP.

OP knows that her dog won't be walked if she doesn't pay on time - it's in her contract. They also sent her a payment reminder by e-mail.