FAQ _

To get started, we require you to complete a registration form, which allows us to create a unique and individual care file for your dog. This file will detail your dog’s specific needs and preferences. Once we have this information, we'll discuss your requirements in more detail to develop a customized rolling 4-weekly service plan that suits your dog's needs perfectly. For added convenience, you can make additional bookings either by contacting us directly or through our user-friendly online booking system. This ensures that you always have the flexibility to adjust your services as needed. We also recommend taking a look at our T&C’s, which will give you an understanding our how our booking system works.

We are based in Woking, Surrey and we cover many other areas. Feel free to contact us to see if your area is covered.

At our organization, we believe that every dog is unique, which is why our care packages are thoughtfully tailored to meet the individual needs and requirements of each pup. We take into account factors such as age, health, and personality to ensure that every package provides the best possible care and enrichment. Additionally, we operate on a convenient rolling 4-weekly booking plan, allowing for flexibility and consistency in the care your dog receives. This approach ensures that as your dog's needs evolve, so too does their care, keeping them happy and healthy throughout the year.

We understand that changes in routine can be stressful for dogs, and we're here to help make the transition as smooth as possible. Our thorough registration process allows us to gather detailed information about your dog’s unique requirements and abilities, ensuring that we tailor our services to their specific needs. To further ease any concerns, we offer a home visit prior to your first booking, giving us the opportunity to meet your dog in their familiar environment. This helps us build trust and assess how we can best support them. Additionally, each dog has a personalized care file with Leads & Laces by APG Ltd, where we record their progress and any adjustments needed along the way. This way, you can feel confident that your dog's comfort and well-being are our top priorities.

By using any of the services provided by Leads & Laces by APG Ltd, the client understands and agrees to the following terms: 1. 4-Weekly Rolling Contract: The client acknowledges that their use of services constitutes acceptance of a rolling contract that automatically renews every four weeks. This contract will continue until terminated by either party in accordance with the cancellation policy outlined herein. 2. Commitment: The client agrees to the specified number of bookings per week, as discussed and mutually agreed by the client and Leads & Laces by APG Ltd. 3. Cancellation and Modifications: The client understands that they have the right to modify their bookings or cancel the contract, subject to the notice periods specified in the policy. 4. Binding Agreement: By engaging with our services, the client confirms their commitment to the terms of this rolling contract, including any payment obligations and compliance with the policies set forth by Leads & Laces by APG Ltd. Cancellation Policy: 1. Notice Period: The client may cancel the contract by providing a written notice with four weeks notice. 2. Cancellation Process: Notices of cancellation should be sent via email to apg@leadsandlaces.com and must include the client's name and contract number. 3. Effective Cancellation Date: The cancellation date will be four weeks from receipt of the notice given by the client. Leads & Laces by APG Ltd will respond to the cancellation notice and will detail the date of termination. Irregular Additional Bookings: Clients can request additional bookings through our online booking system or by contacting us directly. Additional bookings are subject to availability. And are subject to the following cancellation guidelines: (The below is for irregular additional bookings only) Cancellation with a minimum of 48hours notice: No Charge Cancellation with less than 48hours notice: 100% fee Alteration of booking within 48 hours notice: No fee Alteration of booking with less than 48 hours notice: minimum of 50% fee

Payment Terms: 1. Payment Schedule: Payments for the agreed bookings will be invoiced on a weekly/monthly basis as specified in the contract. 2. Late Payments: Any late payments may incur a late fee as outlined in the contract. Invoice Issuance: Invoices will be issued on or around the 25th of each month. Each invoice will encompass all bookings made up to the end of the invoiced month. Payment Policy: Payment for the invoice is due by the end of the month. The exact payment date will be clearly stated on each invoice. It is the client’s responsibility to ensure that payment is made by the specified date to avoid late fees. Payment Methods: Payments can be made through the following methods: - Cash: Payments can be made in person. - Bank Transfer: Payments can be made via bank transfer to the account details provided on the invoice. Late Payment Fees: In the event of late payment, a fee of £25 will be charged for every 4-week period that the payment remains outstanding. This fee will be added to the subsequent invoice until the outstanding amount has been settled. Communication Regarding Payments: Clients are encouraged to communicate with Leads & Laces by APG Ltd regarding any issues related to payments. Prompt communication can help avoid misunderstandings and additional fees.

1. Eligibility for Pause The temporary pause of a 4-weekly rolling contract with Leads & Laces by APG Ltd. is available for reasons that have been approved by our team, including but not limited to holidays and planned medical treatment. 2. Discretion The decision to approve a pause in the contract is at the sole discretion of Leads & Laces by APG Ltd. We reserve the right to evaluate each request individually. 3. Duration of Pause Once approved, the contract will be paused for a mutually agreed-upon duration. The contract will resume from the exact point where it was paused, and all existing terms and time frames will remain unchanged. 4. Holding Fee For any absence longer than one week, a holding fee may be charged. This fee will amount to 50% of the total balance during the time of absence. This fee guarantees your availability upon your return. 5. Notification Clients must provide written notice of their intent to pause the contract, specifying the reason for the pause, at least 5 days in advance. 6. Resumption of Services Upon the conclusion of the pause period, the contract will automatically resume without any further action required from the client, except for the payment of any applicable holding fees. 7. Modifications These terms and conditions are subject to change at the discretion of Leads & Laces by APG Ltd. 8. Agreement By requesting to pause the contract, clients agree to these terms and conditions. For any questions or clarifications regarding these terms, please contact us at apg@leadsandlaces.com

At Leads & Laces by APG Ltd, we prioritize the wellbeing and health of every dog in our care. We adhere to a comprehensive enrichment policy designed to ensure stimulation, cognitive development, and overall good health for each pup. Our enrichment plans are tailored to meet the unique needs of every dog, allowing us to adapt activities and experiences to accommodate any specific treatments or underlying health concerns. We believe that personalized enrichment is key to fostering a happy and healthy environment for your furry friend. If you have any questions, would like to receive a copy of our enrichment policy or would like to discuss your dog’s specific enrichment plan, please don’t hesitate to reach out.

Booking Structure - Weekly Commitment: The client commits to the pre-agreed number of bookings each week. - Increasing Bookings: Clients wishing to increase their number of weekly bookings must provide at least 48 hours' notice. This is subject to availability. However, once agreed, the additional bookings will be added to the 4-weekly rolling contract. - Decreasing Bookings: Clients wishing to decrease their number of weekly bookings may do so, giving a notice period of four weeks. - Irregular Additional Bookings: Clients can request additional bookings through our online booking system or by contacting us directly. Additional bookings are subject to availability.