Terms & Conditions

• A Meet & Greet is complimentary & required before any booking to ensure everyone is happy to go ahead- we chat about your pets care, diet, medication (if any) & behaviour so I can get a good understanding of their individual needs.

• Deceptive conduct will not be tolerated during these meetings- accurate & honest communication only. If I discover false information given about your pet/pets care, Playmates Pet Care has the right to terminate services.

• Preferred method of communication: is text or email. I am not on my phone during bookings- only to take photos of the pets I am with or to update their owner- so I do not answer my phone during the day. An email or text booking request is preferred as I can review the booking details in writing to check if I have the availability.

• Note: All communication and training materials provided by Playmates Pet Care, whether published or received, are the exclusive intellectual property of Playmates Pet Care. Unauthorised use, reproduction, or plagiarism of this content will result in legal action.

• Playmates Pet Care is to be notified of any injuries, illnesses or health conditions your pet has before we exercise them so we can adjust accordingly to your pets health condition.

• Insurance cover- Playmates Pet Care is covered with QBE insurance with a limit of up to $5,000,000 in liability.

• Payment- Casual/one-off bookings: Invoices will be sent a week in advance to your booking start- payment then is required to be made within 7 days.
  Dog walking weekly regulars: Invoices are to be paid within the 3 days of receiving.
  If you have an ongoing weekly booking & don’t require an invoice- I can suggest setting up an auto payment with your bank. I take weekly, fortnightly & can take monthly payments for weekly regulars - transfer only. I ask at the meet & greet what is preferred payment (weekly, fortnightly or monthly), which is to be consistently followed or late fees may be charged.

• Cancellation policy-  24 hrs notice is required for cancellation, or 50% of the service fee is charged.

  Last minute cancellations (day of booking) - The full service fee is retained.

  For one-off cat, dog or rabbit holiday visit bookings- 7 days notice is required, or a $50 cancellation fee is charged.

• Travel fees may be added additionally to service fee if location is further than 4km’s from Richmond. This fee will be between $5-$20 per service, and will be confirmed on your invoice.

• To avoid a late fee of $35 per week until paid- payments must be made within 7 days from receiving your invoice- 3 days for regulars.

• All bookings must be arranged with as much notice as possible- a surcharge of $5 is applied additionally if booked in less than 48 hours.

• Key access- I require access to a key or a key of my own for all services. I do not do handovers- my schedule is too unpredictable so a key is required.

• I can collect keys before any booking at an additional charge of $10 which will be added on your invoice. Keys can otherwise be left at your property in a lockbox, hidden, or have a set provided & stored in my safe.

• Dog walking/walk & trains- Dogs must be available & ready when I come to collect them. If there are delays, it means I’ll be late to my later bookings- I do run on a certain schedule, as traffic delays happen regularly.

• Communication policy for Dog training services: I require some communication from owners to ensure we’re using the same training methods & so I can get an update on your dogs progress at home.

• Weekly regulars- As a small business it’s important I have consistency in my schedule- 2 service days is a minimum requirement for regular dog walks- if your booking day falls on a public holiday, it’s required your booking be moved to an additional day that same week.

• Agree to give as much notice as possible if you’re going away & do not require services- 2 weeks at minimum.

• Booking Policy- Regular bookings are to be confirmed the week prior- by Friday. If I’m unsure, I will contact you to confirm & do require a response on the same day- I am a solo, busy freelance business so require notice.

• For ongoing/regular bookings- a timeframe will be provided for your booking. If you have a preference on a timeframe (morning/afternoon) I will do my best to match that. However- Specific times are not manageable due to the unpredictable nature of my job (traffic delays, emergencies/unforeseen circumstances & inconsistencies with other booking times).

• Home visits are not available while owners are home (this can be substituted for a walk). Dogs are more than likely to fixate on their owners when they’re at home, which inhibits my ability to perform my services effectively.

• I must be notified of anyone who will be home or who has access to your property on the days I come for any of Playmates Pet Care services.

• I must be notified of any cameras in your home & their purpose.

• Holiday home visits for cats- I do not share bookings/care with the cats owners friends & family.

• Cats must be indoors for safety reasons & so the service can be completed at the scheduled timeframe. If they are allowed in your courtyard (and have no desire to escape) - this can be discussed during our meeting.

• If your dog has anxiety- which many of the dogs I care for do- depending on the circumstance, I may ask owners to not be present/home while I come to walk/visit them. I find the dogs with anxiety enjoy the experience with me more if owners aren’t around & I am able to work with them without distraction.  

• Agree to photos of your pet being potentially used for marketing purposes.

• Agree to notify Playmates Pet Care if your dog is being handled by another dog walker/trainer.

• Collar/harness checks for dogs- Ensure your dogs collar or harness is in good condition. It is extremely important your dog has a reliable collar on, especially if they are anxious/reactive, pull on lead or have no recall. A safe/reliable collar will ensure your dog’s safety whilst out & about, near busy city roads. 

• Weather conditions- If any unsafe weather changes on the day of your booking, dog walks will be either shortened, moved to earlier in the day or cancelled/re-scheduled to a different day. Alternatively, a home visit can be arranged in these instances.