Terms & Conditions
1. Paws at Heart Philosophy
-
Paws at Heart provides exclusive, one-on-one care in a calm, loving environment.
-
Each dog is treated as an individual, with routines, preferences and needs respected at all times.
2. Eligibility & Suitability
-
Services are designed for small dogs and Oodles unless otherwise agreed.
-
Dogs must be friendly, non-aggressive and comfortable in a home setting.
-
Dogs must be able to remain alone at home safely during normal work hours.
-
Dogs must be fully vaccinated, flea and worm treated, and in good general health.
-
All medical and behavioural conditions must be disclosed prior to booking to avoid booking cancellation.
3. Meet & Greet Policy
-
All new clients are required to complete a Facetime and a Meet & Greet prior to booking.
-
If your booking proceeds, the Meet & Greet fee will be deducted from your invoice.
-
Meet and Greets allow assessment of suitability, discussion of routines, feeding, medical needs and behaviour.
-
Bookings are only confirmed once the meet and greet is successfully completed and full payment is received.
4. Bookings & Confirmation
-
All bookings are subject to availability.
-
Booking dates are only finalised and secured once the deposit is received.
-
Bookings made less than 7 days in advance may incur a late booking surcharge.
-
​Stays exceeding 3 days require a paid one-night trial stay to assess suitability before the booking can be confirmed.
-
Additional surcharges apply during peak periods, on public holidays, and for multiple-dog households.​
5. Payment Policy
-
Payment terms will be outlined on the invoice.
-
A 20% non-refundable deposit is required to secure all bookings.
-
The remaining balance must be paid at least 2 business days before the booking commencement date.
-
Prices are subject to change with reasonable notice.
6. Cancellations & Changes
-
Cancellations or date changes must be communicated as soon as possible.
-
Cancellations within 48 hours of the booking may be partially or fully non-refundable.
-
No refunds will be provided for early returns or shortened stays.
7. Health & Medical Care
-
Owners must provide clear instructions for any medications.
-
In the event of illness or injury, the owner will be contacted immediately.
-
If the owner cannot be contacted, Paws at Heart is authorised to arrange urgent veterinary care at the owner’s expense.
8. Routine & Belongings
-
Owners must supply sufficient food and any required medication for the full duration of their dog's stay.
-
Owners are encouraged to provide familiar items such as bedding and toys.
-
Feeding routines, exercise schedules and special requirements will be accommodated where reasonably possible but cannot be guaranteed.
9. Behaviour & Safety
-
Paws at Heart reserves the right to refuse or terminate a booking if a dog displays aggressive, destructive or unsafe behaviour, poses a risk to people, animals or property, or has needs that cannot be safely managed.
-
Owners will be notified immediately if a booking is terminated due to behavioural or safety concerns. Refunds are not guaranteed in these circumstances.
10. Pet Supplies
-
Clients must provide all essential items for their dog’s stay, including food, treats, toileting mats and medications.
-
All items must be supplied in sufficient quantities for the full booking duration.
-
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
-
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
-
Regular photo and message updates will be provided throughout your dog's stay.
-
Owners are welcome to check in at any time.
13. Liability
-
All client information is kept confidential and used solely for the purpose of providing care.
-
Photos may be used for social media or marketing unless the owner requests otherwise.
14. Agreement
-
By booking with Paws at Heart, owners acknowledge that they have read, understood and agreed to these policies.
