TERMS & CONDITIONS
1.BOOKING & PAYMENT POLICIES
1.1 Cancellations must be made at least 24 hours prior to your booking commencing otherwise a cancellation fee up to but not exceeding the cost of that daily visit may occur.
1.2 Bookings are only confirmed once payment has been received in full and a confirmation email received by the client.
1.3 Booking date changes can be made at least 12 hours prior to the original booking dates commencing. Please note this will depend on carer availability and may adjust the overall price of your booking.
1.4 Unless otherwise requested by you, any credit card details supplied will be kept securely on file.
1.5 The default payment option is Paypal unless otherwise requested by you. Other payment options available are cash, direct debit or credit card.
1.6 Any booked visits occurring on Christmas Day will be a drop in service only for feeding/watering and welfare checks.
1.7 A travel surcharge may apply to bookings accepted outside a carer’s area when agreed to by the client prior to the booking being confirmed.
1.8 Promotional offers and ‘Free Visits’ when applied will only occur on non-public holidays for a maximum visit of 30 minutes.
2. CLIENT POLICIES
2.1 All new clients are entitled to a complimentary ‘Meet & Greet’ visit with the carer before your first booking starts. A member of The Pet Crew will arrange this visit in your home to introduce themselves, meet your pets, obtain all relevant job details and collect any keys required.
2.2 For returning customers requesting a ‘Meet & Greet’ for any reason (including key collection or a change of location) an extra visit must be purchased prior to booking commencement.
2.3 For regular dog walking the visit duration begins when we arrive at your home. Time spent gaining access, putting on leads/harnesses, attending to food/water and other standard services relating to the welfare of your pet(s) is included in the visit duration booked.
2.4 Additional fees will be incurred should The Pet Crew be required to make purchases (e.g. litter, food) to provide necessary care for your pet(s). These fees may include petrol/travel costs and the carer's time spent in shopping on your behalf. The carer will attempt to contact you to advise you of the need for additional pet supplies in advance.
2.5 The Pet Crew reserves the right to turn down any booking when we feel our service is unsuitable or there are no available carers. If the safety of the carer or pet is in question we reserve the right to withdraw our services and will contact you to terminate the booking and issue a refund.
3. DOG WALKING POLICY
3.1 The Pet Crew will walk your dog equipped as per your choice of lead, harness, coat and/or muzzle. If we feel the supplied restraints are not adequate we will notify you to organise an alternative before continuing walks.
3.2 Leads, harnesses and all walking equipment must be provided by the owner for the duration and extent of any walks.
3.3 For dogs to be taken off lead during their walks you will need to provide written authorisation in advance or via the online portal. The Pet Crew will only let dogs off lead in designated off lead dog park areas as approved by the local council.
3.4 The Pet Crew reserves the right to refuse off lead services if it is determined that there are any potential risks posed to any animal or human.
3.5 Whilst The Pet Crew is fully insured and licensed, liability for any damages which occur during dog walking activities is the responsibility of the owner where the circumstances are beyond the carer’s control.
4. POLICY ACKNOWLEDGEMENTS
4.1 You are the legal owner of the pet(s) appearing on your booking and the legal occupant of the property at which the visits are booked to occur.
4.2 You have fully disclosed all relevant details as to emergency contacts, veterinary contacts, the pet(s) behaviour, likes and dislikes, relevant background information, past and current health and medical status.
4.3 You have provided keys, relevant access information and updated The Pet Crew with any changes for each and every booking.
4.4 You acknowledge that at times pets may become stressed or anxious in particular due to their owners absence. The Pet Crew will not be responsible for any property damage that may occur from your pet(s) behaviour and actions should this occur.
4.5 If your pet(s) appear unwell we will contact you immediately. However if we are unable to make contact with you, you hereby authorise The Pet Crew to obtain veterinary advice or treatment from your nominated vet or if not readily available, an alternative vet, at your expense as deemed necessary by The Pet Crew.
4.6 You acknowledge that The Pet Crew is not responsible for the security of the premises when not in attendance or for any loss or damage resulting from failed security or criminal activities.
4.7 The Pet Crew offers the option of booking in 3 hour time blocks (Morning, Lunchtime, Afternoon, Evening) and not a specific time. Every effort will be made to adhere to preferred times however cannot be guaranteed. In rare circumstances where the Pet Crew cannot complete the visit within a 60 minute window of the agreed time block we will refund that visit at your request. Please note this excludes peak periods for visits occurring on Good Friday, Easter Saturday, Easter Sunday, Easter Monday, Christmas Eve, Christmas Day and Boxing Day.
4.8 You acknowledge that while every effort is made to ensure that the same carer is responsible for your entire booking, occasions may arise whereby another qualified carer is required to care for your pet(s). The Pet Crew will make every effort to inform you of a change of carer however reserve the right to change carers without notice.
4.9 The Pet Crew has a robust and secure system for storing your keys. You acknowledge that you are liable for all locksmith expenses incurred at your property unless caused by The Pet Crew having lost your keys. You authorize any carer from The Pet Crew to gain access to your property for the wellbeing of your pet(s) and if considered necessary by The Pet Crew to engage a locksmith to gain immediate access at your expense.
4.10 You accept responsibility for providing a secure, safe and healthy environment for your pet(s) to live in with adequate shelter and comfort from the weather. Food will be appropriately stored with access to a healthy water supply. Any food and medication(s) supplied must be sufficient for the entirety of the booking.
4.11 You guarantee a safe working environment for The Pet Crew carers to visit your home and pet(s) as set out by Workplace Victoria (hhttps://www.worksafe.vic.gov.au/).
4.12 You agree to any additional expenses incurred on your behalf and payable on request to Veterinary Clinics, Locksmiths and Animal Pounds as deemed necessary by The Pet Crew.
4.13 You acknowledge that unforeseen events may occur which may obstruct The Pet Crew from performing any or all of its pet care obligations. These may include but are not limited to extreme weather conditions, lockdowns, fires, civil unrest, riots or act of war. In such instances The Pet Crew will contact you and/or your emergency contact directly to determine if a workable solution can be found. If a safe and lawful solution cannot be determined the responsibility for the care of the pet(s) reverts back to you or your nominated emergency contact. The Pet Crew will refund all services that were unable to be completed due to this unforeseen event.
4.14 You acknowledge that these conditions are subject to change and that you have read and accepted the current and updated terms and conditions on each and every booking with The Pet Crew.