Help & Support

Email contact@lsrsolutions.one and tell us the email address on your account and, for an order or booking, its reference, or for a puppy reservation, the puppy’s name and the breeder. We reply in English.

To report a person, dog, event, walk, message, business, review or incident, use Report in the app (on an incident, Flag this incident); it reaches our team with the details we need. No account? See Report without an account.

• You can browse dogs, events, incidents, services, news and the shop without an account.
• To see walks near you, message, join events, report an incident, book or buy, sign in with Apple, Google or an email address from the account button at the top right of Home.
• Your messages and notifications live together in the Inbox: tap the tray next to your account button. Its badge shows how many are unread, and Messages and Activity each show their own count.
• Edit your profile and your dogs under Profile. Hide a dog from discovery by turning off its visibility.

• Lady & Hooch is for people aged 13 and over. We don’t ask your age or check it when you sign up.
• A few things have higher age limits and need a one-off ID check: enquiring about or reserving a dog, planning walks and sending your location in a message are for people aged 16 and over, and listing a dog (as a verified breeder or for rehoming) or offering services is for people aged 18 and over.
• If you’re under 18, talk to a parent or guardian about using Lady & Hooch, and ask them before you buy anything, book a service, reserve a puppy or subscribe to Plus.
• More in the Terms of Use.

• What needs one: offering services (18+), listing a dog as a verified breeder or for rehoming (18+), enquiring about or reserving a dog (16+), which includes starting a chat with someone who has a dog listed, planning a walk (16+) and sending your location in a message (16+). Everything else works without one.
• How to do it: in the app, go to Profile › ID check. Choose your document, enter your date of birth and take a clear photo with all four corners showing. You can cover your document number and address.
• Documents we accept: an in-date passport from any country, a UK or EU photocard driving licence (full or provisional), an EU, EEA, Swiss or Gibraltar national identity card, or a PASS proof-of-age card (with the PASS hologram, such as CitizenCard or Young Scot).
• How long it takes: a member of our team checks it within 24 hours. You can keep using Lady & Hooch in the meantime, and cancel the check (which deletes the photos) while you wait.
• What we keep: we delete the photos as soon as we’ve decided. We keep the date of birth on your document, the type of document and the result. Other members never see your date of birth or your document; when you enquire about or reserve a dog, the breeder or owner sees that you’ve passed the check (16 or over). We don’t use facial recognition. See the Privacy Policy.
• If it isn’t approved: we’ll tell you why in the app, and you can try again straight away from Profile › ID check. Think we got it wrong? Email contact@lsrsolutions.one and we’ll look at it again.
• If you’re under 18, the features open automatically on your 16th or 18th birthday, so you won’t need to check again.

• Everyone can host 2 events or walks a month for free (together; the count resets on the 1st). Plus makes them unlimited. Planning walks needs an ID check (16+), with or without Plus.
• Apple bills Plus to your Apple ID. To cancel or change plan, go to Settings › your name › Subscriptions on your iPhone or iPad. Deleting the app or your account doesn’t cancel it.
• New phone, or Plus not showing? Sign in with the same account and tap Restore purchases on the Plus screen.
• Apple handles refunds for Plus: request one at reportaproblem.apple.com.

You can track an order under Profile › Orders. To cancel or return something, see our Returns Policy; you have 14 days from delivery.

• The Services tab lists groomers, trainers, behaviourists, walkers, sitters, daycare, vets, physios, photographers and breeders in your area. Pick a category or search by name.
• A business that takes bookings in the app shows Book online. Its other services, and businesses that don’t take bookings in the app yet, say Message to book.
• Listings marked Example show how a business page looks. They can’t be booked or messaged.
• A Verified badge means our team has checked the business’s profile, not its professional qualifications.

• Tap Book on a service, choose a day and one of the open times (UK time), add your dogs and pay. The business then accepts or declines; if it declines or doesn’t answer in time, you’re refunded in full.
• We remind you and the business the day before a confirmed booking.
• You can cancel a request that hasn’t been accepted, or a confirmed booking up to 24 hours before it starts, in the app for a full refund.
• Closer to the start, message the business. If something went wrong with a service, email us.
• Full details are in the Terms of Use.

• After a booking is completed, tap Leave a review on it in Bookings. You have 60 days, and one review per booking. Your first name, rating and review appear on the business’s page, and the business can reply once.
• You can’t edit a review, but you can delete it from the booking while it’s shown and post again within the 60 days. If we’ve hidden it, it stays hidden and you can’t delete it; email us if you’d like it removed.
• Think a review breaks our rules? Report it from its menu.
• Businesses: read and reply to your reviews in the app or on the dashboard’s Reviews page. Never offer anything in return for a review.
• Our full review policy is in the Terms of Use.

• Only verified breeders list puppies for sale. Reserve one from its profile: you choose a collection day and pay the full price, and we hold it until you’ve collected the puppy.
• The breeder has 3 days to accept, or you’re refunded automatically.
• Cancel for a full refund any time before the handover, under Profile › Puppy reservations.
• Collect the puppy where it was bred and see it with its mother. After the handover, confirm you’ve collected it, or tap There’s a problem within 48 hours and we’ll hold the payment and contact you both.
• Breeders: add your licence in the app or on the dashboard’s Profile page, and we’ll review it before you can list puppies. Answer reservations and mark handovers in the app or the business dashboard. We pay you the price less our 15% fee 48 hours after the handover, or sooner when the buyer confirms.
• Full details are in the Terms of Use.

• With a personal account you can list your dog for rehoming from the dog’s profile in the app (18+, ID check needed). The dog needs a photo and a date of birth, and you can list up to 2 dogs at a time.
• You can ask a rehoming fee of up to £200, or none. It’s paid between you directly, not through Lady & Hooch. Meet the dog before you pay anything.
• More in the Terms of Use.

• Incidents are hazards members report on the map, such as poison or bait on a path or a dog attack. Everyone can see them, including people who aren’t signed in, for 30 days after they’re reported. Then they’re deleted with their photos.
• To see them, go to Nearby and choose Incidents: the ones in your area are pinned on the map and listed newest first. You can sort them Nearest instead, except when your area is a whole country. All shows them with walks, dogs and events. Tap one for its photos, the details and Open in Maps. Incidents marked Example are there to show how incidents look.
• How to report one: sign in, go to Nearby › Incidents and tap Report an incident. Under What happened, choose Poison or bait, Dog attack, Aggressive dog, Dog theft, Toxic algae, Glass or sharp objects, Livestock, Adders or ticks, or Something else. Add a title and the details, tap Choose on the map, put the pin where it happened (never on your home or anyone else’s) and tap Use this spot. Add up to 4 photos if you like, then tap Report incident.
• Only report what you saw yourself. Don’t name or identify anyone, and no photos of people’s faces or number plates. The app redraws each photo before sending it, which removes its location data.
• Your name isn’t shown: other members don’t see who reported an incident. We don’t check incidents before they appear. You can report up to 5 incidents in 24 hours.
• Incidents aren’t for emergencies or crimes: in an emergency call 999, and to report a crime call 101.
• Deleting yours: open it and choose Delete incident from its menu. It’s removed for everyone, with its photos. You can’t edit an incident; to correct one, delete it and report it again, which counts as another report.
• Think an incident is false or breaks our rules? Open it and choose Flag this incident from its menu. We may hide or delete any incident.
• More in the Terms of Use.

• Report a dog, event, walk, message, business or review from its menu, and flag an incident with Flag this incident. If you’re worried about a child, choose Child safety.
• After you report, we aim to review it within 24 hours, child safety and threats first, and act on anything that breaks our rules. We don’t tell anyone who reported them.
• Block someone from their dog’s profile, a chat, a business profile, a walk or an event request. They can’t message you and their content, including their walks, disappears from your view. Unblock them under Profile › Blocked people.
• Walks you plan can be seen by everyone signed in to Lady & Hooch, including people you’ve blocked, until an hour after they end. Start somewhere public, like a park entrance, never your home.
• Sending your location in a message sends one place, once, to the people in that chat. It doesn’t update, and we never track where you are.
• Meet in a public place. If you don’t know the host, or the person whose walk you’re joining, bring a friend. If you’re under 18, tell a parent or carer where you’re going.

Not a member? Email contact@lsrsolutions.one with a link to, or a description of, what worries you. We aim to review reports within 24 hours and act on anything that breaks our rules. We don’t tell anyone who reported them.

• If a child, or anyone else, is in immediate danger, call 999.
• Under 19? Call Childline on 0800 1111.
• You can call Samaritans on 116 123.

Businesses manage their profile and photos, services, opening hours, bookings, reviews, puppy reservations and payouts in the app, under Profile › Your business, or in the business dashboard.

To take bookings in the app: set up payouts, add your opening hours and turn on Book online for at least one service. You still accept or decline each request.

Offering services: 18+, ID check needed. Do the check in the app under Profile › ID check before you set up your business.

Go to Profile › Delete account in the app. We delete your profile, dogs, photos, walks, the incidents you reported, ID check, the reviews you wrote and the locations you sent in messages; see Privacy Policy for exactly what happens and what we keep.