Confirmation of a Booking
A Pet Sitting booking is not confirmed until a Client has signed the Portal Policy and paid their entire booking fee upfront by the due date listed on their invoice, which is either within 14 days of the invoice date, OR for bookings starting in less than 14 days, by 5pm in 2 days’ time.
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 payment is made to confirm a booking; though we will do our best to send reminder emails to help make this happen. Invoices that have not received payment within 14 days of the invoice being created will risk being cancelled. The Client will be notified of this potential Cancellation.
If the Client fails to make full payment for their booking within 14 days of their booking being created, their booking will subsequently be cancelled. If they still require their booking dates, it is their responsibility to create another Service Request through the Time To Pet Portal and make payment in order to lock their booking in. A 10% reinstatement fee will also apply to reinstate the new booking.
We have a flat rate Cancellation fee of 25% for any cancelled visits, unless in the following circumstances:
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 50% 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.
We request that any Cancellation notices be made via the Time To Pet Portal.
If the Client cancels their reservation outside of the Cancellation Periods, they will be charged the flat rate of 25% for any cancelled visits.
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.
New Client Meet & Greets
A Meet & Greet will not be scheduled until a Client has made full payment for their booking.
Late Booking Fees
Late Booking Fees are as follows:
- 30% Late Booking Fee for bookings made between 1st Dec – 10th Jan with dates within the same period (eg making a booking on 5th Dec for 23rd-27th Dec).
- 20% Late Booking Fee for less than 3 days’ notice for ANY Peak Period. Peak Periods are considered as the following holidays 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.
- 20% Late Booking Fee for less than 1 days’ notice for ANY Period.
Scheduled Visit Time Requests
Clients can request specific timeslots when making a booking request via the Time To Pet Portal. However please note that timeslot requests are just that – requests. Bookings will be created with your time request in mind, though please note that we write our staff roster and finalise our schedule 2 weeks in advance and when doing so, attempt to work to these timeslot requests as closely as possible.
Timeslots can be quite broad in their range of time, so if you have a more defined time in mind that you’d like to request your visits/outings to be, then we highly recommend mentioning this in the Notes section when making your booking request.
Our schedule timeslots are as follows:
- <7am: Before Dawn (After Hours)
- 7am-9am: Early Morning
- 9am-11am: Morning
- 11am-2pm: Midday
- 2pm-5pm: Early/Mid-Afternoon
- 5pm-6pm: Late Afternoon (After Hours)
- 6pm-8pm: Evening (After Hours)
- 8pm onwards: Late Evening (After Hours)
After Hours Fees
Any bookings that specifically request any After Hours timeslot will be subject to a time-and-a-half (x1.5) After Hours fee.
New Client Meet & Greets
Every Pawz & Me Client receives a complimentary Meet & Greet before Services commence. New Pet Sitting Clients will not have a Meet & Greet scheduled until full payment has been made for their first booking.
If a key is required to access your pets AND you are requesting multiple visits per day, you will now be required to have a lockbox or other suitable key storage option at your property to ensure your keys stay safely secured and are easily accessible to our staff for all of your visits.
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.
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.