Terms of Service
Here at Calmer at Home Pet Care, we highly emphasise the importance of thoroughly reviewing and understanding all the following terms and conditions before you use our services.
We are insured and can provide police checks and any other necessary documentation to demonstrate our capabilities and the quality of our services. We are professionals who care for your pets with high standards and loving hearts. However, we also wish to protect our business and reputation.
We want you to know that your adherence to these terms is crucial in fostering a secure and enjoyable environment for all parties involved.
We believe that the welfare of your pet is of utmost importance and should never be compromised for any other consideration.
Health & Safety
Upon signing with Calmer at Home Pet Care (CAHPC), you confirm that you are the lawful owner of the named pets and assume complete responsibility for any potential risks or hazards that may arise during their use of our services.
You fully comprehend and accept that pet care may entail inherent risks, which may include injuries or illnesses, while my pets are under CAHPC’s care. Please be advised that CAHPC do not assume responsibility for any death, injury, or illness that may occur through accident or natural causes. As a precautionary measure, we strongly recommend insuring your pets and request proof of insurance where possible.
Also, you agree to indemnify and hold the facility harmless, releasing it from any liability that may arise from your pet’s participation in any activities or services provided by the facility that you have agreed to.
You are aware that CAHPC maintains public liability insurance with indemnity coverage for extreme cases.
However, CAHPC is not liable for pre-existing injuries or illnesses and will conduct a daily health exam of all animals in our care.
If your pet shows signs of ill health or injury, we will assess the condition, notify you of the event, and seek Veterinary care at your expense when necessary. Animals that are not under our direct supervision, e.g., animals in paddocks or Pets in their own homes that are only receiving feed and clean services, may be affected by serious injury and illness. CAHPC is not liable for acute injury or illness that occurs when they are not on site.
To ensure the safety and well-being of all pets in our care, we require all pets to undergo a meet-and-greet session.
If CAHPC staff are caring for pets in your home, we require a hygienic workspace and access to suitable methods for managing animal waste and preparing food. We strive to deliver exceptional care for your pets. In the event we feel that a premise is unhygienic to work in, we may decline the booking.
Clients may incur charges for further litter, food, grooming or any other item required to care for a pet to our standard of care and to meet the requirements of NSW state Pet Welfare laws.
If your pet is staying in its own home, we recommend notifying your direct neighbours that we will be visiting and providing care for the pet. This is to prevent concerns from neighbours that your pet has been left alone and to avoid misunderstandings when we may enter your premises early in the morning or late in the evening.
Aggression Policy
We do not accept pets that exhibit signs of aggression or any other unacceptable behaviour into our premises.
If we are working with your animals off-site and they instigate aggression towards other members of the general public, and you have not notified us that there is a history of aggression, then you may be held liable.
You are required to notify CAHPC if your pet has any history of aggression. If your pet becomes aggressive while in our care, you will be notified, and alternative arrangements may be necessary. You are legally required to notify CAHPC if your pet is a restricted breed or has been declared a Nuisance, Menacing, or Dangerous animal.
We reserve the right to make the final decision regarding whether the behaviour of a pet is acceptable for public walks and or socialisation with animals in our care.
We prioritise the safety and well-being of all pets in our care, as well as the right to safety of the public and our staff. We appreciate your cooperation in helping us maintain a safe and happy environment for everyone involved.
If your pet is deemed aggressive, we may elect to terminate services, and you may be liable for fees to alternative care providers if we cannot coordinate an alternative carer with you.
Collars, Harnesses and Personal Possessions
We need your pets to wear a suitable form of identification (where possible) at all times, and that you provide CAHPC with their microchip number. If your pet becomes lost or separated from our care, the proper identification will help us reunite you with your furry family member as quickly as possible.
We endeavour to ensure that all food containers, medications, and bedding supplied to CAHPC will be returned to clients if labelled correctly.
Bedding and personal toys may be damaged if left in our care, as other pets may gain access to these items, as we are a cage-free venue. We do not accept bedding or items that are unhygienic into our site.
If we are responsible for maintaining your premises, we are not liable for any damages caused by your pet if it is not under our direct supervision.
We'll make sure that all doors, gates, and fences are secured when we are on the premises. Still, we are not liable if a weather, criminal, or pet-related event damages or interferes with these property boundaries.
We will make every attempt to secure the premises if a boundary is damaged while pets are in our care. Still, you will be liable for any expenses and accept that, in the event property boundaries and/or pet security cannot be maintained, we may have to source alternative housing for your pets at your expense.
Keys/Alarms - We kindly request that you hold the keys to your property on our premises, where necessary. We keep records of access codes in secure servers. Any key safes on your property are used securely when possible. We don't take responsibility for keys kept on your site that the public may access. We may utilise locksmith services if we cannot access your pet due to faulty locks or keys (at your expense). We do not accept any fees incurred if alarms are set off during our stay, if the correct codes are not provided, or if alarms are faulty.
Vaccinations, Parasites and Zoonotic Disease
To maintain a healthy environment for all pets, CAHPC requires your pets to be up to date on all relevant vaccinations and receive regular treatment for worms, ticks, and fleas. You understand that you must provide proof of vaccination or a medical exemption from a Veterinarian.
You are aware that certain conditions, such as colds, Bordetella (also known as Kennel Cough), Conjunctivitis, and Papilloma virus, cannot be fully vaccinated against, and understand that in a social setting like doggy daycare, your pet may be exposed to these illnesses.
If your pet exhibits any condition that may pose a risk to the well-being of other pets or staff, your pet may be transferred to a Vet facility or may be treated for parasites at your expense. Furthermore, you confirm that your pet has been free from any potentially communicable ailments for 28 days preceding service use.
Undesexed Animals
CAHPC will accept undesexed neonates and/or pets with medical exemptions for desexing on-site. CAHPC will pet sit for people with undesexed animals. We take no responsibility for matings that may occur during our care and reserve the right to refuse animals that may be in season from entering the site. We are not liable for any illness or accidents related to the sexual health of the pets in our care, or for any offspring conceived.
Accidents & Emergencies
You understand that while CAHPC takes all reasonable precautions to prevent accidents from happening. Pets that have access to other animals and are allowed to roam freely may engage in play and experience accidents unrelated to aggression. Pets may still sustain injuries during their time with us. You agree to cover any costs related to accidents that may occur at CAHPC, which result in injury to my pet or to other pets/people that my pet may cause.
Contact Methods in the event of an Accident or Emergency.
We require clients to provide their contact information, preferred modes of contact, and travel destination at the time of booking. This is essential to make sure we know what time zone you're in, in case you're going out of communication range, etc. We also require an Emergency contact person details at the time of booking, if there is an issue and we cannot contact you directly. We ask all clients to provide a Veterinary consent form and release if we need access to your pet’s medical records.
In the event of a serious incident, we will attempt to contact you, followed by your emergency contact. If we do not receive responses within a relevant timeframe, we will be responsible for making decisions regarding your pet’s care. You will be responsible for any agreed-upon financial costs incurred as a result of our decision-making process. This amount is agreed upon via the Vet consent document.
Socialising
You confirm that your pets are socialised and capable of sharing play areas with other pets within the daycare and or in public, depending on the services utilised, as well as attending group walks. Pets will remain on lead in public areas unless authorised to be released in designated “off lead” areas.
Pet Transport
If you choose to have your pet transported by our service, please be aware that your pet may be travelling with other pets from different households. We will do our best to keep all pets secure and safe in our vehicle. We are not liable for any accidents or injuries that may occur while our service is transferring a pet. You are liable for travel costs for Pet transport services, and you accept that if a pet is being transferred to an external service, they have been notified of your travel arrangements, and you will cover required fees for their services.
Bookings, Admissions, Dismissals and Cancellation fees
We retain the right to decline admission or dismiss any pet that does not meet our standards or for emergency reasons.
We conduct scheduling via the Pet Pocketbook platform.
All clients who have signed up for this service are agreeing to our Terms and Services.
Clients without computer access are required to sign physical documents at the time of admission.
We kindly request a minimum of 48 hours' notice for any daycare booking cancellations.
For Pet sitting and Boarding stays longer than 48 hours, cancellation fees may be incurred.
We require 14 days’ notice before cancellations for bookings over 48 hours.
Pets are required to be collected from our site during our admission and collection hours.
If an animal is not collected during these hours without prior arrangement, we may apply late collection or admission surcharges or refuse collection or admission.
If you haven't notified us of planned changes to collections or admissions during business hours, we reserve the right to extend your pet's stay, and additional charges may be incurred.
We ask clients to accept our right not to accept late-night or early-morning discharges or admissions.
Please note that late cancellations may incur the full charge if less than 24 hours' notice is provided.
If an owner has not returned to collect a Pet within 7 days of their agreed-upon booking dates expiring, your pet may be passed onto council or welfare services, and you may be charged with Abandonment of an animal. The pet may be rehomed.
All accepted bookings will receive a confirmation booking email. If you do not receive this, please contact us as your booking has not been confirmed.
We will try to give 48 hours’ notice before terminating a booking in the event of a personal emergency or illness.
Failure to pay fees or charges accrued may result in your personal information being provided to debt collection services.
Privacy and Data Protection Policies
At Calmer at Home Pet Care (CAHPC), safeguarding the privacy of our clients is of the utmost importance.
We have a strict policy of not disclosing any personal information to third parties, except in the event of a designated emergency care veterinarian you have provided.
Our use of Pet Pocketbook is to promote the use of their secure servers and to encourage the availability of secure digital payment platforms for our clients.
Please don't worry; you are entitled to access your client records at any time, and you can log in to the Pet Pocketbook portal at your convenience.
We store the physical and digital information provided by you about your pet externally to the Pet Pocketbook service, or on password-secured personal devices or hard copy documents in secure binders, away from public access.
We provide information only to approved third parties, such as veterinarians or debt collection services, in the event of invoice defaults.
If you would like your information destroyed, please let us know, and we will do so at your request where legally possible (e.g. we must maintain our financial records).
Any non-returning customer cards will be destroyed within 7 years of non-use for our service
We will only use your personal information in the following ways:-
To respond to any inquiries you have for us
To send appointment reminders via email and text message
To send client communications of worth (not spam)
For market research purposes
For record-keeping purposes
To deal with inquiries and complaints
To contact you about your appointment, collection or drop off, cancellations, rescheduling, or emergencies
To ask you for reviews
If you have any questions or concerns regarding these Terms of Service or our Policies, please do not hesitate to contact us.