Terms & Conditions

Paws N Whiskers Pet Care provides professional pet care services including dog walking, pet visits, Stay & Play, overnight care, Pawdicure nail trims, Pet Chauffeur transport and Vet Buddy services.

Services are provided subject to availability and suitability. Paws N Whiskers reserves the right to decline or modify a booking where a pet, property, environment or situation presents a safety or welfare concern.

A booking is confirmed once the service has been agreed, the required client and pet information has been provided, and any applicable deposit or payment requirements have been met.

Service times are subject to availability. Unless a specific arrival time has been agreed, services operate within reasonable scheduling windows and may be affected by traffic, weather, emergencies and other bookings.

Meet & Greets are free and may be required before services begin. They allow Paws N Whiskers to meet the pet, discuss routines, review access arrangements and identify any health or behavioural concerns.

A booking may be declined following a Meet & Greet if the service is not considered suitable or safe.

Clients must maintain accurate and up-to-date information in their client profile and disclose anything that may affect the safe care of their pet.

This includes medical conditions, medications, allergies, mobility concerns, behavioural concerns, bite history, reactivity, anxiety, escape tendencies and handling difficulties.

All pets requiring care must be listed in the client's account.

Clients must advise Paws N Whiskers of any illness, injury, recent surgery, contagious condition or other health concern before a booking.

Pets must be appropriately vaccinated where required for the particular service or circumstances.

Clients are responsible for maintaining appropriate flea and parasite prevention and informing Paws N Whiskers of any known infestation.

Behavioural concerns must be disclosed before booking. This includes aggression, biting, resource guarding, reactivity towards people or animals, severe anxiety, destructive behaviour, escape behaviour, handling sensitivity or significant resistance to medication or grooming.

Failure to disclose known behavioural concerns may result in the service being stopped or future services being declined.

Clients are responsible for providing a reasonably safe environment for care, including secure gates, fences, doors and suitable walking equipment.

Any known hazards, construction, faulty equipment or other property risks must be disclosed before the booking.

Paws N Whiskers may refuse, stop or modify a service where continuing would create an unreasonable risk to the pet, sitter, another person or another animal.

This may include unsafe pet behaviour, undisclosed information, unsafe equipment, unsafe property conditions, severe weather or another circumstance that makes the agreed service unsuitable.

Where a service cannot safely proceed, the Client remains responsible for making reasonable alternative arrangements for their pet where required.

Paws N Whiskers will communicate any safety-related cancellation or modification as soon as reasonably practicable.

If a pet displays aggression, biting, dangerous conduct or behaviour that cannot be safely managed within the agreed service, Paws N Whiskers may immediately cease the service.

The Client remains responsible for damage or injury caused by their pet to the extent permitted by law.

Clients must provide safe, secure and properly fitted walking equipment, including an appropriate collar or harness and lead.

If equipment is unsafe, damaged or unsuitable, Paws N Whiskers may use an appropriate alternative where available or modify/cancel the walk for safety reasons.

Dog walking involves inherent risks including interactions with other animals, environmental hazards, weather, traffic, illness, injury and escape.

Paws N Whiskers will take reasonable precautions and use appropriate judgement to manage these risks.

Dogs will remain on lead unless written permission has been provided by the Client, the area legally permits off-lead exercise and Paws N Whiskers determines that off-lead exercise is reasonably safe.

Permission may be declined or withdrawn at any time where safety concerns arise.

Walks may be shortened, modified, rescheduled or replaced with enrichment or in-home care where weather or environmental conditions make the planned walk unsuitable.

This may include extreme heat, storms, flooding, high winds, poor visibility or unsafe walking surfaces.

Light rain walks may proceed unless otherwise agreed. Dogs may return slightly wet or muddy in wet weather.

Dog walking bookings cancelled with at least 24 hours' notice will not incur a cancellation fee.

Cancellations made with less than 24 hours' notice may be charged at the full booking rate. This includes cancellations made shortly before the scheduled walk or while Paws N Whiskers is already travelling to the property.

We understand that unexpected circumstances happen and genuine emergencies will be considered on a case-by-case basis.

Paws N Whiskers has the right to cancel or modify a dog walk where the service is reasonably considered unsafe.

This may include undisclosed behavioural concerns, aggression, unsafe equipment, unsafe property access, environmental conditions or any other circumstance that creates an unreasonable safety risk.

The Client is responsible for making alternative arrangements for their pet where required. A refund or credit is not guaranteed where the cancellation results from circumstances attributable to the Client, pet or property, subject to any rights that cannot legally be excluded.

Repeated late cancellations may result in the loss of recurring booking availability or require future bookings to be paid in advance.

Visit frequency must be appropriate for the pet's needs and home environment.

Dogs with secure outdoor access may be suitable for one or two visits per day, although two visits are recommended where possible.

Dogs without suitable outdoor access require a minimum of three visits per day.

Standard dog walking prices include up to two dogs. An additional $10 per additional dog applies where another dog requires walking.

Straightforward additional pets within the same household do not automatically attract an additional care charge for in-home visits. Complex or intensive care requirements may attract an additional surcharge.

Stay & Play is continuous in-home care booked for a minimum of two hours. It includes companionship, play and enrichment, toilet breaks, feeding and water, medication where appropriate and calm company.

Stay & Play bookings are continuous bookings. Separate visits cannot be substituted for the booked continuous period.

Cuddle & Care Nights are approximately 12-hour evening-to-morning stays in the client's home.

The service includes dinner and breakfast, toilet breaks, one daily walk, medication where appropriate, photo updates and basic home care such as bringing in bins, watering plants and keeping the immediate pet-care areas tidy.

The first two pets are included. Additional pets are charged at $10 per night each.

Overnight care is currently reserved for existing clients. New overnight bookings are not being accepted at this time.

Clients must provide a clean, hygienic and reasonably liveable home environment suitable for an overnight stay.

Paws N Whiskers may decline, cancel or modify an overnight booking where the property is unsafe, unhygienic or otherwise unsuitable for the sitter or pet.

Routine medication may be administered where the pet is cooperative and the medication can be safely given within the booked service.

Medication should be supplied in its original packaging where possible, clearly labelled and accompanied by clear instructions.

Medically or behaviourally complex care may attract a surcharge of 50% of the applicable service rate.

This may apply to intensive monitoring, seizure watch, complex treatment routines or specialised handling required due to anxiety, reactivity, aggression or significant resistance.

Routine cooperative medication does not attract this surcharge.

Constant care is charged at $120 per night where a pet cannot safely be left alone for more than approximately four hours and requires significantly more continuous supervision than standard overnight care.

Additional care requirements will be discussed and agreed before booking wherever reasonably possible.

If a pet becomes seriously unwell, injured or requires urgent veterinary attention while in our care, Paws N Whiskers will make reasonable efforts to contact the Client and/or nominated emergency contact.

Where urgent treatment is reasonably necessary to protect the pet's health or welfare and the Client cannot be reached, the Client authorises Paws N Whiskers to seek veterinary assistance from the pet's regular veterinarian or another suitable veterinary clinic.

Veterinary consultation fees, treatment, medication, transport and other third-party veterinary expenses remain the responsibility of the pet owner.

Paws N Whiskers does not diagnose medical conditions or replace the advice or treatment of a veterinary professional.

Pet Chauffeur services are for transporting pets only. Owners are not transported as part of the service.

Current standard pricing is $20 for one-way transport and $35 for a return trip. Additional pets are $10 each, and additional time is charged at $30 per 30 minutes.

Longer-distance, breeder and airport transport may require a separate quote.

Paws N Whiskers will take reasonable precautions when transporting pets, including appropriate restraints where possible and suitable handling during loading and unloading.

Vehicle travel carries inherent risks. Reasonable care will be taken to minimise these risks.

Vet Buddy includes transport to and from the veterinary clinic, staying with the pet during the appointment, handling and reassurance, communicating with the veterinary team and providing the owner with a summary update.

The Client is responsible for booking the veterinary appointment and paying veterinary fees directly to the clinic.

Vet Buddy pricing starts from $65 and may vary depending on clinic location and appointment requirements.

Pawdicure is currently available to existing clients and is offered where Kirsten is familiar with the pet and can reasonably assess that nail trimming can be performed safely.

Pets who remain calm for nail trims or require minimal restraint may be considered.

Pawdicure uses a calm, low-stress approach and may incorporate positive reinforcement, treats where permitted and appropriate species-specific pheromone products to help create a calmer environment.

The service may be stopped if the pet becomes significantly distressed or presents a safety risk.

Pawdicure is $20 for the first pet and $15 for each additional pet.

Clients must provide safe and reliable access to the property, including working keys, lockboxes, access codes or smart locks where applicable.

Gates, fences and doors must be secure and suitable for preventing pets from escaping.

If Paws N Whiskers cannot access the property because of incorrect or missing access information, the scheduled service may still be charged.

Locksmith fees or emergency access costs resulting from incorrect access information are the Client's responsibility.

Clients must disclose indoor surveillance cameras or recording devices before services commence.

Cameras must not be placed in bathrooms or areas designated for the sitter to sleep during overnight services.

Outdoor security cameras are permitted. Undisclosed indoor recording devices may result in services being terminated.

Where included in the service, basic home care may include bringing in bins or mail, watering plants and keeping immediate pet-care areas reasonably tidy.

General cleaning, gardening and household maintenance are not included unless specifically agreed.

Current service prices are displayed on the Paws N Whiskers website and/or confirmed at the time of booking.

Additional charges may apply for additional pets, additional time, travel, complex care, intensive supervision or services outside the standard booking.

Standard travel fees apply according to the distance from the Paws N Whiskers base in Mambourin:

• Within 5 km: $0
• 5–10 km: +$5 per visit
• 10–20 km: +$10 per visit
• 20–30 km: +$20 per visit
• Over 30 km: quoted based on distance

Pet Chauffeur and Vet Buddy services may use separate service-specific transport pricing.

A 30% public holiday surcharge applies to services provided on Victorian public holidays unless otherwise agreed.

Payment may be made through Time To Pet, bank transfer/PayID or cash unless otherwise agreed.

Paws N Whiskers may require payment in advance for certain services, bookings or periods.

Unpaid invoices may result in future services being suspended until the account is brought up to date.

A 50% non-refundable deposit may be required to secure a booking, particularly for longer bookings, peak periods or overnight care.

The deposit becomes non-refundable when a booking is cancelled within 14 days of the scheduled service commencement, subject to any rights that cannot legally be excluded.

Cancellation requirements may vary by service and booking type. The cancellation terms applying to a booking will be communicated through the booking system or at the time of confirmation.

Holiday and peak-period bookings may have stricter cancellation conditions.

Paws N Whiskers understands that unexpected circumstances can occur. Genuine emergencies may be considered on a case-by-case basis.

Pet safety and welfare take priority during extreme weather. Services may be shortened, modified, rescheduled or replaced with appropriate indoor enrichment or home care where necessary.

Examples include heatwaves, severe storms, flooding, high winds, bushfire conditions and unsafe walking conditions.

Services may be affected by circumstances outside reasonable control, including natural disasters, severe weather, illness or injury, road closures, emergencies or utility outages.

Where reasonably possible, Paws N Whiskers will communicate with the Client and work toward a suitable alternative.

Photos, videos and service updates may be provided during bookings to keep Clients informed about their pet's wellbeing and activities.

From time to time, photos of pets may be used for Paws N Whiskers social media, website or other marketing purposes.

No personal client information, home addresses or identifying information will be publicly shared.

Clients who do not wish their pet's photos to be used for marketing or social media may notify Paws N Whiskers in writing at any time.

Paws N Whiskers Pet Care maintains business insurance, including Public Liability Insurance through AAMI.

The vehicle used for pet transport and service-related travel is insured for business use through RACV.

Insurance arrangements are maintained to support the operation of the business and do not replace the Client's responsibility for veterinary costs, pet-related damage or other expenses that are the Client's responsibility under these terms or applicable law.

Clients remain responsible for damage caused by their pets to the Client's property, third-party property or Paws N Whiskers property or belongings, subject to applicable law.

Paws N Whiskers will provide services with reasonable care and skill and take reasonable precautions appropriate to the circumstances.

To the extent permitted by law, Paws N Whiskers is not responsible for loss, injury, damage or delay arising from circumstances outside reasonable control or from risks that could not reasonably be prevented.

Nothing in these terms excludes or limits any liability or consumer right that cannot legally be excluded or limited.

Either the Client or Paws N Whiskers may end an ongoing service arrangement where appropriate.

Any outstanding payments, cancellation arrangements or other booking obligations will continue to apply.

Paws N Whiskers may immediately cease services where a pet presents a significant safety risk, the property is unsafe, important information has been withheld, payment obligations are not met or these terms have been materially breached.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in these Terms & Conditions is intended to remove, restrict or modify any non-excludable consumer guarantee, right or remedy.

Paws N Whiskers may update these Terms & Conditions from time to time to reflect changes to services, pricing, business practices or legal requirements.

The version applying to a booking will generally be the version available when the booking is confirmed, unless a change is required by law.

If any part of these Terms & Conditions is found to be invalid, unlawful or unenforceable, that part will be read down or removed to the extent required without affecting the remaining terms.

These Terms & Conditions are governed by the laws applicable in Victoria, Australia.

By creating a client account, submitting a booking request or booking services through the Paws N Whiskers client portal, the Client acknowledges that they have read, understood and agreed to these Terms & Conditions.

Electronic acceptance through the booking platform constitutes acceptance of these terms, subject to applicable law.