Terms & Conditions
1. Paws at Heart Philosophy
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Paws at Heart provides exclusive, one-on-one care in a calm, loving environment.
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Each dog is treated as an individual, with routines, preferences and needs respected at all times.
2. Eligibility & Suitability
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Services are designed for small dogs and Oodles unless otherwise agreed.
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Dogs must be friendly, non-aggressive and comfortable in a home setting.
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Dogs must be able to remain alone at home safely during normal work hours.
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Dogs must be fully vaccinated, flea and worm treated, and in good general health.
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Dogs with medical or behavioural conditions must be disclosed prior to booking.
3. Meet & Greet Policy
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A Facetime call and a Meet and Greet are required before any first booking.
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Meet and Greets allow assessment of suitability, discussion of routines, feeding, medical needs and behaviour.
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Bookings are only confirmed once the meet and greet is successfully completed and full payment is received.
4. Bookings & Confirmation
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All bookings are subject to availability.
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Once confirmed, an invoice will be emailed.
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Booking dates are only finalised and secured once the deposit is received.
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Late bookings may incur an additional surcharge.
5. Payment Policy
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Payment terms will be outlined on the invoice.
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A 20% deposit is required to secure your booking. Please note that this deposit is non-refundable in the event of cancellation.
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Full payment is required 2 business days prior to booking commencement.
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Prices are subject to change with reasonable notice.
6. Cancellations & Changes
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Cancellations or date changes must be communicated as soon as possible.
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Late cancellations may be partially or fully non-refundable, particularly during peak periods.
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Early returns do not qualify for refunds.
7. Health & Medical Care
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Owners must provide clear instructions for any medications.
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In the event of illness or injury, the owner will be contacted immediately.
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If the owner cannot be contacted, I am authorised to arrange urgent veterinary care at the owner’s expense.
8. Routine & Belongings
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Owners are encouraged to provide familiar items such as bedding, food and toys.
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Feeding routines, exercise schedules and special requirements will be followed as closely as possible.
9. Behaviour & Safety
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Dogs displaying aggressive, destructive or unsafe behaviour may be refused or have their booking ended early.
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The safety of myself and the dog in care are always priority.
10. Pet Supplies
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Clients must provide all essential items for their dog’s stay, including food, treats, toileting mats and medications.
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All items must be supplied in sufficient quantities for the full booking duration.
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Any replacement or additional supplies required due to inadequate, damaged, or unsuitable items will be charged to the Client, including a surcharge.
11. Right of Refusal
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Paws at Heart reserves the right to refuse or discontinue a booking where care requirements cannot be safely or appropriately met, always prioritising your dog’s wellbeing and in accordance with Paws at Heart policies.
12. Communication
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Regular photo and message updates are provided throughout.
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Owners are welcome to check in at any time.
13. Liability
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All client information is kept confidential and used solely for the purpose of providing care.
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Photos may be used for social media or marketing unless the owner requests otherwise.
14. Agreement
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By booking with Paws at Heart, owners acknowledge that they have read, understood and agreed to these policies.
