Terms and Conditions for Hound Hero Australia

Dog Daycare, Dog Walking, Dog Sitting, and Boarding Services

1. Introduction

These terms and conditions (“Terms”) govern the services provided by Hound Hero Australia (“we,” “us,” or “our”) for dog daycare, dog walking, dog sitting, and boarding. By booking our services, you (“client” or “you”) agree to these Terms in full.

2. Booking and Deposit

2.1. A 25% non-refundable deposit is required to secure bookings for dog-sitting services. The deposit is due at the time of booking.

2.2. No deposit is required for dog daycare, dog walking, or boarding services unless specified during peak periods (e.g., holidays).

2.3. The full balance for all services is due at the time of service delivery. Failure to pay the balance may result in the cancellation of services.

3. Pricing and Surcharges

3.1. We reserve the right to change prices for any of our services at any time without prior notice, except for confirmed bookings, which will remain at the agreed rate.

3.2. A peak time surcharge applies to all services during busy periods, such as public holidays, weekends, and school holiday periods. The exact surcharge amount will be disclosed at the time of booking.

3.3. Clients will be informed of any price changes or surcharges prior to confirming their booking.

4. Cancellation Policy

4.1. For dog-sitting services, cancellations made more than one (1) week prior to the booking date will be eligible for a refund of the deposit, minus an administrative fee of AUD 25.

4.2. Cancellations for dog-sitting services made less than one (1) week prior to the booking date will result in the forfeiture of the full deposit.

4.3. For all other services, cancellations must be made at least 48 hours in advance to avoid a late cancellation fee equal to 50% of the service cost.

5. Dog Requirements

5.1. All dogs must be up to date on vaccinations, including but not limited to kennel cough, distemper, and parvovirus. Proof of vaccination is required before the service date.

5.2. Dogs must also be up to date on flea and worm treatments. Documentation may be required upon request.

5.3. Dogs must be in good health and free from contagious illnesses. We reserve the right to refuse service if your dog shows signs of illness.

5.4. Dogs must be non-aggressive and sociable with other dogs and humans. Aggressive behaviour or repeated instances of anti-social behaviour may result in refusal or termination of services.

6. Client Responsibilities

6.1. Clients must provide accurate and complete information about their dog, including medical history, desexed status, behavioural tendencies, and emergency contact details.

6.2. Clients must supply sufficient food, medications (if applicable), and any other items required for their dog’s stay.

6.3. Clients are responsible for disclosing any pre-existing conditions or behaviours that may impact the safety or well-being of their dog or others.

7. Liability

7.1. While we take all reasonable precautions to ensure the safety and well-being of your dog, we are not liable for any injuries, illnesses, or losses that occur unless directly caused by our gross negligence.

7.2. Clients accept full responsibility for any damages or injuries caused by their dog to other dogs, humans, or property during services.

8. Emergencies

8.1. In the event of a medical emergency, we will make every effort to contact the client.

8.2. If immediate medical attention is required and the client cannot be reached, we will seek veterinary care at the nearest clinic. All associated costs will be the responsibility of the client.

8.3. Clients authorize us to act in the best interests of their dog in emergencies.

9. Service Modifications

9.1. We reserve the right to modify, reschedule, or terminate services if your dog’s behaviour poses a risk to itself, other dogs, or staff. No refunds will be issued in these cases.

10. Privacy and Marketing

10.1. Personal information collected will only be used for the purpose of providing our services and will not be shared with third parties without consent.

10.2. By using our services, you consent to the use of photos taken of your dog for marketing and promotional purposes unless you notify us in writing at the time of booking.

11. Governing Law

11.1. These Terms are governed by the laws of Australia. Any disputes will be resolved in the courts of the Australian state of Victoria.

12. Liability Disclaimer

12.1. While we aim to provide the highest standard of care, Hound Hero Australia does not accept liability for:

• Natural events or unforeseen accidents.

• Injuries caused by other dogs or acts of nature (e.g., storms, wildlife).

• Minor scrapes, bruises, or injuries typical of normal dog play.

13. Agreement

By booking our services, you confirm that you have read, understood, and agreed to these Terms.

For any questions or concerns regarding these Terms, please contact us at contact@houndhero.com.au.