Confirmation of a Booking
A Pet Sitting booking is not confirmed until a Client has signed the Portal Policy and paid 50% of their booking price as a holding deposit. Booking Invoices will be sent to the Client but this does not technically mean the booking is confirmed. It is the Client’s responsibility to ensure 50% Booking Deposits are paid to confirm a booking; though we will do our best to send reminder emails to help make this happen. Invoices that have not received a deposit payment within 14 days of the invoice being created will risk being cancelled. The Client will be notified of this Cancellation via email and in the Time To Pet Portal.
All 50% Booking Deposits are non-refundable once paid. If the Client cancels their reservation outside of the Cancellation Periods listed below, their 50% booking deposit will be retained, and any extra payments made in relation to the cancelled booking will be held as a credit or refunded to the Client’s nominated bank account with a $5 admin fee, which will be removed from the total amount owed.
As stated above, all Pet Sitting bookings require a 50% Booking Deposit to confirm the booking and secure dates. The remainder of the Booking Invoice is due 3 days after the final service is complete, unless a booking is made with Services commencing in less than 7 days, in which case full upfront payment is required to be made before any services are scheduled to commence.
Our Cancellation Policy refers to cancellation of an entire booking period or an individual service – this includes ending a Pet Sitting period early (e.g. the Client returns home early). We request that any Cancellations be made via the Time To Pet Portal.
If <24hrs’ notice is given for a cancellation of any scheduled services during any period, the Client may be charged up to 100% of the Pet Sitting Fee for the cancelled period.
If <48hrs’ notice is given for a cancellation of any scheduled service during Regular Period, the Client may be charged up to 25% of the Pet Sitting Fee for the cancelled period.
If <72 hrs’ notice is given for a cancellation of any scheduled service during Peak Period, the Client may be charged up to 50% of the Pet Sitting Fee for the cancelled period.
Peak Periods are considered as the holidays below and the Long Weekends associated with them:
School Holidays, New Year’s Day, Australia Day, Good Friday, Easter Saturday, Easter Sunday, Easter Monday, Anzac Day, Queen’s Birthday, Bank Holiday, Labour Day, Christmas Day, Boxing Day.
If the Client cancels their reservation outside of the Cancellation Periods, they will not be charged for the cancelled Pet Sitting appointments, or they will receive a credit for the full amount paid for the cancelled services if they have chosen to pay in full prior to the Pet Sitting period ending. However, this does not include 50% Booking Deposits that have been paid to secure a booking. 50% Booking Deposits will not be refunded even if notice is provided outside of these cancellation periods – all 50% Booking Deposits are non-refundable once paid.
If the Client is home during a scheduled visit and neglect or forget to cancel and a Pawz & Me Team Member arrives at their home, the full service fee may be charged.
In the event of a Pandemic or Epidemic, all Cancellation Policies will still be applicable. ‘Epidemic’ means a sudden development and rapid spreading of a contagious disease in a region where it developed in a simply endemic state or within a previously unscathed community; and ‘pandemic’ means a form of an epidemic that extends throughout an entire continent, even the entire human race.
Scheduled Visit Time Requests
We reserve the right to schedule Services that fit in with our schedule for the current period, and, as mentioned above, will do our best to determine this schedule based on the requests of our Clients. However, any Services that are specifically requested to be scheduled for outside of our regular business hours (7am-7pm) may incur a time-and-a-half fee.
Unplanned Emergency Visits
If the Client’s pet requires immediate attention from Pawz & Me that does not fall within the Pet’s usual scheduled House Visit appointment (e.g. the Pet escapes and Pawz & Me staff are immediately required to retrieve it; the Pet is ill and requires immediate attention and/or transportation to a Veterinary Hospital), an Unplanned Emergency Visit fee will be charged. This will be charged at a rate of $50+GST/hr beginning from the moment the Pawz & Me staff leaves their usual schedule to visit the Pet, to the moment they are able to return to their usual schedule before the interrupted visit.
Unplanned Emergency Vet Visits: Should any pet require emergency veterinary treatment whilst under our care, we will make all reasonable efforts to contact the Client. If the Client is not reachable, we will take appropriate actions, including obtaining veterinary care at their discretion. We are not responsible for any veterinary fees that result from this action, and will invoice The Client for our time in accordance with the Unplanned Emergency Visits policy above.
‘Last Minute’ Reservations
Any Pet Sitting bookings made 7 days or less before the scheduled visit date must be paid in full with a receipt sent to Pawz & Me before the booking is confirmed. Whilst Pawz & Me will do their best to remind the Client of the full payment required, if full payment or receipt of full payment is not received before the date of the scheduled Pet Care booking period commencing, the booking will subsequently be cancelled.
State and Cleanliness of Pet Owner’s Home
We are a Pet Care service, not a cleaning service. Our staff are committed to leaving no trace of their presence by leaving a Client’s home in the same state as they initially arrived in. It is our duty to clean everyday mess created by pets such as faeces, litter trays, mess leftover from pet food, and any mess created by the Pawz & Me staff during their visits (e.g. dirt brought in from shoes). Whilst we will endeavour to hand-over a tidy household back to the Client upon their return home, cleaning general mess within and outside of the household is not our priority. Therefore, time will not be spent by our Staff on household chores such as sweeping/vacuuming floors, cleaning dirty surfaces, cleaning dishes and other dirty items left by Clients, etc.
If an insect problem is developing due to an untidy household, we will contact the Client for assistance regarding the issue. We can also recommend and organise a local Cleaning Service for the Client to ensure the Client returns to a newly cleaned home. If this offer is accepted, the cost will be invoiced directly to the Client.
We request that all pet poo in the home or yard be cleared before our visits are set to commence. If we arrive to a first visit and excessive Poo Patrol is required, a cleaning fee of $10+GST will be added to the Client’s invoice.