Welcome to the dogwalkora Help Center. Here you will find answers to common questions regarding our customized, in-home dog walking services, booking procedures, payments, and policy compliance.

1. General & Service Questions

• What services does dogwalkora offer?We provide high-quality, customized, in-home dog walking and pet care services tailored to your dog’s specific needs, energy level, and routine.
• Where is dogwalkora located and which regions do you serve?We are an individual sole proprietorship based in the United Kingdom. Our online booking services and customer support are available exclusively to clients located in Europe (including the UK and EU member states) and the United States.
• Are your services auto-renewing subscriptions?No. All purchases made on www.dogwalkora.com are one-time service sales. We do not charge auto-recurring fees or hidden subscription costs.

2. Shipping & Service Delivery

• Do you ship physical products or provide physical tracking numbers?No. As a provider of localized, on-site, in-home dog walking services, we do not sell physical goods, and no physical shipping or tracking numbers are generated. Service confirmations and scheduling details are delivered electronically via email immediately upon booking completion.
• How do you access my home for the service?You can provide key lockbox codes, concierge permissions, or entry instructions during the online booking process. By scheduling a service, you authorize dogwalkora to enter the premises at the agreed-upon date and time to perform the care session.

3. Payments, Security & Privacy

• How are payments processed on your website?All payment processing on www.dogwalkora.com is securely handled by Stripe, our third-party payment gateway partner. We accept major debit and credit cards.
• Is my payment information safe?Yes. Transactions are encrypted and processed under strict PCI-DSS standards. dogwalkora does not directly view, process, or store your full credit card or financial account details.
• Who is the Data Controller for my personal information?dogwalkora operates as the sole Data Controller for all personal data collected on this site. We comply strictly with the UK Data Protection Act 2018 (UK GDPR), EU GDPR, and applicable US state privacy laws (including CCPA/CPRA).
• How long is my personal data retained?
  • Service & Account Information: Retained for the duration of your service relationship with us.
  • Financial & Transaction Records: Retained for up to 7 years following completion of a transaction, as strictly required by UK tax authorities (HMRC), European accounting standards, and US financial reporting laws.
  • Customer Support Logs: Retained for up to 2 years from the last communication, after which they are securely deleted.

4. Cancellations, Refunds & European Consumer Rights

• What is your cancellation and refund policy?
  • Cancellations made 24+ hours in advance: Eligible for a 100% full refund processed via Stripe back to your original payment method.
  • Cancellations under 24 hours / Inaccessibility: Non-refundable, as scheduling slots and walkers are committed exclusively to your booking.
• How does the 14-Day Right of Withdrawal apply to my booking in Europe/UK?Under the EU Consumer Rights Directive (2011/83/EU) and UK Consumer Contracts Regulations 2013, consumers generally have a 14-day right of withdrawal for distance service purchases. However, due to the customized nature and immediate scheduling of our services, the following statutory rule applies:
  • WAIVER OF RIGHT OF WITHDRAWAL: By submitting a booking and requesting service performance on a scheduled date, you explicitly acknowledge and agree that once service delivery or digital booking fulfillment has commenced, you forfeit and waive your statutory 14-day right of withdrawal/cancellation.

5. Support & Contact Information

If you have additional questions, require special accommodation for your pet, or need assistance with a booking, please reach out directly:

• Brand & Data Controller: dogwalkora (Sole Proprietorship)
• Website: www.dogwalkora.com
• Email: premium@dogwalkora.com
• Phone: +44 1202 549167
• Address: Columbia Road, Bournemouth, Dorset, BH10 4EG, United Kingdom
• Support Hours: Monday – Friday: 08:00 – 18:00 | Saturday – Sunday: 09:00 – 16:00 (GMT/BST)