fbpx
 

Operational Policies

All the bits and bobs you need to know.
bt_bb_section_bottom_section_coverage_image
Pet Sitting

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.

Invoice Payment

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.

Cancellation Policy

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.

Poo Patrol

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.

Dog Walking & Adventures

Cancellation Policy

Should you need to cancel or makes changes to a scheduled outing, your cancellation request must be in by 5pm the day before the scheduled outing in which you wish to cancel or make a change to. We request that these Cancellations be made via the Time To Pet Portal, not by text or email. Should we receive a request later than this we may be unable to accommodate your request and we reserve the right to charge a fee of up to 100% of the Service amount.

Invoice Payment

Regularly scheduled outings do not require any deposit to be secured in our schedule. Casual bookings (i.e. any outing that is not locked in on an automatic, regular schedule) requires a non-refundable 50% booking deposit to secure the outings. All Invoice balances are due by 3 days after the last Service shown on the Invoice is complete.

Vacation Policy for Regularly Scheduled Outings

If your dog is locked in to regular outings with Pawz & Me (i.e. once a week or fortnight) and you would like to go on vacation where our services for your dog are not needed, your regularly scheduled day and service spot will be guaranteed for up to 3 weeks.​ Should you not need our service for more than 3 weeks your regularly scheduled spot cannot be guaranteed. Available openings for our service are first come first serve.​

Times & Schedules

All clients with regularly scheduled days, for example Tuesday and Thursday of every week, will get priority for scheduled slots over clients with irregular outing schedules. Regularly scheduled days are always guaranteed, however we do not guarantee exact times for any scheduled outings. Many factors such as weather, cancellations, and traffic can cause changes to our schedule and shift your dog’s scheduled outing time.

Unless an exact time has been requested and confirmed with Pawz & Me, clients will be given an estimated time (such as early morning, mid morning, midday, etc) for when their dog’s outing will be scheduled, which will display in the Time To Pet client portal.

Time Requests: We reserve the right to schedule Services that fit in with our schedule, 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) will incur a time-and-a-half fee.

Weather Policy

We are well equipped to weather the elements and conduct outings in all kinds of weather. It doesn’t matter if it is pouring rain or scorching hot, we will be out there and doing our jobs to the best of our ability. Please assume that despite any weather conditions, if you have a visit scheduled with Pawz & Me then we will show up.

​If the weather is extreme (hot, cold, stormy) we may shorten your pet’s outing to protect both the dogs and our staff, spend time with your pet in a different way to protect them from the harsh weather, or attempt to reschedule the outing to a more suitable day or time. Please be aware that finding a suitable reschedule time for multiple clients can be extremely difficult, and we reserve the right to cancel any outings that are unable to be rescheduled that week.​

Whilst we do our best to monitor the weather forecast and notify clients of extreme weather which may affect an upcoming outing, it is ultimately the Client’s responsibility to cancel or reschedule if they believe weather is going to affect their dog’s scheduled outing from going ahead.

Please let us know if your pet has difficulty in any type of weather and would prefer that we spend time with your pet doing something other than an outdoor activity. Should you want to cancel due to extreme weather our cancellation policy will apply.

Outdoor Adventures: All Outdoor Adventures include access to fresh, cool water and shade on hot days, and our vehicles are equipped with towels to provide all dogs with a rough dry for rainy days. Beach Adventures also include a Wash Package which includes shampoo, condition, flea & tick treatment, and blowdry.

Anti-Social Behaviour

Any dogs which displays antisocial behaviour during a group outing will be reprimanded and placed in a time-out until they display social and friendly behaviour with the other dogs present. Dogs which display extremely anti-social and/or aggressive behaviour during a group outing may be returned home immediately at the discretion of the Pawz & Me staff of which the dog is in the care of. In any of these circumstances, the Client will still be charged the full Service Fee, and alternative arrangements may be made to implement behavioural training or a one-on-one style of service with the dog instead.

Weddings & Events

Confirmation of a Booking

A Wedding & Event Pet Assistant booking is not confirmed until a Client has signed the Portal Policy and paid a holding deposit of $150. 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 the $150 holding deposit is 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 via electronic bank transfer within 7 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.

Invoice Payment

Invoice Balances are due by 7 days before your Wedding/Event date via electronic bank transfer.

Cancellation Policy

We do not charge a fee to reschedule a booking date, we simply request that you check our availability for the date in which you wish to change your booking to to ensure we are still able to fit you in for your new date. If we are unable to fit you in for the date in which you wish to reschedule to and you still choose to reschedule and forfeit your booking with Pawz & Me, you will receive a refund of all monies paid minus the $150 booking deposit.

Should you wish to cancel your booking altogether, you will receive a refund of all monies paid minus the $150 booking deposit.

Meet & Greets

We provide a complimentary Meet & Greet for all clients within a 25km radius from our office in Camden. We are more than happy to meet Clients at a location within this 25km radius, such as a park or café to discuss your big day further. For Client Meetings outside of this range, a travel fee of $1/km will be charged. Alternatively, let’s chat over Zoom!

Overnight Stays

The Client must provide Pawz & Me Staff with a suitable sleeping and living arrangement for all Overnight Stay services that are booked with a Wedding & Event Pet Assistant Service. Absolute minimum requirements are as follows:

  • A bed (not an inflatable mattress) with clean linen
  • A clean bathroom with hot water and fresh towels
  • Food provided for the pets (if you would like them to be fed)
  • A home that has been cleaned to a suitable standard
  • A kitchen with working appliances
Pet Taxi

Confirmation of a Booking

A Pet Taxi 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 7 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.

Invoice Payment

Invoice Balances are due by 3 days after the last Service shown on the Invoice is complete.

Cancellation Policy

Should you need to cancel or make a change to a scheduled Pet Taxi booking, your cancellation request must be in by 5pm the day before the scheduled service in which you wish to make a change to. We request that these Cancellations be made via the Time To Pet Portal, not by text or email. Should we receive a request later than this we may be unable to accommodate your request, and we reserve the right to charge a fee of up to 100% of the Service amount.

General

Unpaid Invoices

Pawz & Me will attempt to contact the Client regarding any Unpaid Invoices and send daily Invoice Reminders via email to the Client. Once these steps have been taken, Pawz & Me reserves the right to charge late fees for any Unpaid Invoices. With the exception that a date has been communicated and agreed upon between the Client and Pawz & Me, late fees for unpaid invoices will be charged as follows:

7 days Overdue: 5% of total invoice price

Each day after 7 days Overdue: +2.5% of total invoice price

Meet & Greets & Staff Job Allocations

Complimentary Meet & Greets are available to all new clients to meet pets and discuss all of their requirements before Services are scheduled to commence. These Meet & Greet’s are generally always conducted by our Director, Emily, or our Operations Manager, Laura. If Emily, Laura, or another member of the Pawz & Me Team shows up to a scheduled Meet & Greet and you are not home or available, a $30+GST inconvenience fee will be allocated to your first Invoice to reschedule another Meet & Greet.

​If you request a Meet & Greet with extra members of the Pawz & Me Team who may be allocated to your scheduled Services, we will charge $30+GST per additional Staff Member requested.

Key Pick-Ups & Drop-Offs

We do not provide a complimentary key pick-up & drop-off service. If we require keys for your upcoming booking, we provide three options:

  • Get a spare set cut which can remain safely and permanently at our office
  • Hide your keys in a safe place on your property for us to collect upon our first visit to your pets
  • Drop them to our office at 19 Barsden St, Camden NSW 2570

Please keep in mind, for drop-off’s to our office, keys can be placed in our mailbox at any time (please alert us to let us know you are doing so), or handed over to us directly by appointment only (to ensure someone is present at the office). ​If you absolutely require that we pick-up/drop-off your keys at your property personally, a $15+GST inconvenience fee may be charged.​

Vaccinations

Pawz & Me requires that all pets are up to date with their vaccines. We also ask that your pets be seen at least yearly by a veterinarian so that the health of your pet can be guaranteed to be safe around other animals.

Reactive/Aggressive Pet Policy

The client will be responsible for all medical/veterinarian expenses and damages resulting from injury to a member of the Pawz & Me Team, other persons, or other animals by the pet. The Client agrees to indemnify and hold harmless Pawz & Me in the event of a claim by any person injured, or claiming injury to their animal by the pet. The Client also agrees that it is their responsibility to notify Pawz & Me of any dog that has caused an injury to any human or other animal. If a dog has a history of biting or other aggressive behaviour, Pawz & Me reserves the right to refuse service.​

Social Media

Photos and footage of your pet may feature on our social media pages and website. If you do not wish for these to be shared, you must inform us in writing.

Insurances

Pawz & Me has Public Liability Insurance of up to $20,000,000. This means that damage to any person, pet, or property within our care due to our own negligence will be covered under our Public Liability Insurance. However, this does not cover for any damages to a person, pet, or property which is out of our control. Some examples are as follows:

Our Public Liability Insurance will cover if… Your dog is hit by a car whilst being walked by a Pawz & Me staff member, and requires surgery and intense rehabilitation.

Our Public Liability Insurance will not cover if… Your dog suffers a heart attack whilst in our care, and requires surgery.

Our Public Liability Insurance will cover if… A Pawz & Me staff member accidentally leaves the kitchen sink running and floods your house, causing damage to your floors.

Our Public Liability Insurance will not cover if… A pipe bursts in your home due to an underlying issue whilst you are away and Pawz & Me are caring for your pets, causing damage to your floors.

Loss of Keys: Pawz & Me’s Public Liability Insurance Policy extends to cover liability for the cost of replacement or alteration of keys and locks and the cost of appropriate additional temporary protection of premises following loss of keys entrusted to Pawz & Me as part of our business activities by any third party, up to $5,000 in any one occurrence.

Contingent Care, Custody & Control: Pawz & Me’s Liability Insurance Policy extends to cover veterinarian bills for pets in our care to the maximum amount of $50,000 per pet. If the Client wishes to utilise Pawz & Me’s Insurance, they will be charged the $500 excess.

Pet Sitting
Icons-Pawsitive

Pet Sitting

Here for them, when you can’t be.
Dog Walking & Adventures
Weddings & Events