Terms

1. About these terms

These Terms and Conditions apply to your use of this website and to every pet care service you book with Pooch N Pounce. In these terms, “we”, “us”, “our” and “I” mean Pooch N Pounce, operated by Jodie Howell. “You” and “your” mean the person using the website or booking a service. “Your pet” means every animal in your care that we are asked to look after.

By using this website, making an enquiry or confirming a booking, you agree to these terms. If you do not agree, please do not use the website or our services. You must be at least 18 years old, and the owner of (or responsible for) the pets and the home, to make a booking.

2. Our services

We provide in-home pet sitting, home visits, house sitting, puppy sitting and dog walking in our Melbourne service area. Pets are always cared for in your home, never ours. The details, times and prices of each booking are those we confirm with you in writing (including by email or text message).

We are pet carers, not veterinarians, trainers or groomers. Any information on this website or given during a visit is general in nature and is not veterinary advice.

Pooch N Pounce holds public liability insurance. Our insurance is not pet insurance or home and contents insurance: it does not pay for your pet’s routine or emergency vet care, and it does not replace your own pet, home or contents insurance, which we recommend you keep in place.

3. Meet and greet and bookings

• A free meet and greet at your home is required before your first booking so we can meet your pet, see your home and agree on care instructions.
• A booking is only confirmed when we confirm it in writing. All bookings are subject to availability.
• We may decline any booking at our discretion, including where we do not believe we can care for your pet safely.
• Changes to a confirmed booking must be agreed in writing.

4. Your responsibilities

To help us care for your pet safely, you agree to:

• give us complete and accurate information about your pet’s health, medication, diet, routine and behaviour, including any history of biting, aggression, reactivity, escaping, anxiety or illness, and tell us promptly if anything changes
• keep your pet’s vaccinations, flea, tick and worm treatments up to date, and make sure your pet is microchipped, registered with your local council and wearing identification as required by law
• leave enough food, medication, litter, leads, harnesses and other supplies for the whole booking, in good and safe condition
• make sure your home, fences, gates, doors and yard are secure and safe for your pet and for us
• tell us about any hazards in your home (for example, faulty appliances, pests, other animals or people on the property, alarms or security cameras)
• give us an emergency contact and your vet’s details, and be contactable (or have your emergency contact available) during the booking
• tell us if your pet has been declared a dangerous, menacing or restricted breed dog under Victorian law

You remain the owner of your pet and are responsible for it under the law, except to the extent that loss or damage is caused by our negligence or breach of these terms.

5. Veterinary care and emergencies

• If we reasonably believe your pet is unwell or injured, you authorise us to take your pet to a vet (your usual vet where practical, or the nearest available emergency vet) and to approve the treatment the vet recommends.
• We will try to contact you or your emergency contact first, but we may act without your approval if we cannot reach you and we believe delaying would harm your pet.
• You are responsible for all vet fees, medication and related costs, and you agree to repay any of these costs we pay on your behalf, together with reasonable transport costs, within 7 days of being asked.
• We are not responsible for illness, injury or death caused by your pet’s age, a pre-existing or undisclosed condition, or anything else that is not caused by our negligence or breach of these terms.

6. Keys, access and your home

• Keys, swipe cards and access codes are kept securely, are never labelled with your address, and are returned or securely destroyed at the end of our arrangement.
• We will lock up and follow your security instructions. You are responsible for the general condition, maintenance and security of your home and its contents.
• If an urgent problem arises at your home (for example, a burst pipe or power outage), you authorise us to take reasonable steps to protect your pet and your property, including calling a tradesperson or emergency service. Any resulting costs are yours.
• During house sitting we may make reasonable use of your home’s facilities (such as the kitchen, bathroom, Wi-Fi and a bed). We will not have guests in your home.
• We are not responsible for theft, loss or damage to your home or property that is not caused by our negligence or breach of these terms.

7. Dog walks and time outdoors

• Dogs are walked on lead unless you have given us written approval for off-lead time, which is at your own risk.
• For your dog’s welfare, we may shorten, reschedule or replace a walk with indoor play in extreme heat, storms, smoke or other unsafe conditions.
• Dogs may meet other people and animals in public places. We take reasonable care, but cannot control the behaviour of other people or animals.

8. Our right to refuse or stop a service

We may refuse, pause or end a booking if your pet behaves in a way that puts any person or animal at risk, if your home is unsafe, if important information was not disclosed, if fees are unpaid, or if we are treated in an abusive or threatening way. If this happens, we will take reasonable steps to keep your pet safe and to contact you or your emergency contact. You must still pay for services already provided and costs already incurred.

9. Prices and payment

• All prices are in Australian dollars. Current prices are on our Pricing page and may change, but the price of a confirmed booking will not change unless the booking itself changes.
• A surcharge applies to services on public holidays, as shown on our Pricing page.
• Payment is due on the terms we confirm with you when you book. We may hold or cancel future bookings while any amount is overdue.
• You agree to repay any reasonable costs we pay on your behalf during a booking (for example, extra food, supplies or vet fees).

10. Cancellations and refunds

• Cancellations and changes are handled as set out in your booking confirmation and on our Pricing page. Please let us know as early as possible.
• If we have to cancel because of illness, emergency or events outside our control, we will try to help you find alternative care and will refund any amount you have paid for services we do not provide.
• Refunds are paid using the original payment method where possible.
• Nothing in this section limits your rights under the Australian Consumer Law.

11. Photos and updates

We may take photos and videos of your pet during a booking to send you updates. With your permission, we may share photos of your pet on our website or social media. We will never share your address or images that identify your home, and you can withdraw your permission at any time by letting us know.

12. Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law, including that services will be provided with due care and skill. Nothing in these terms excludes, restricts or changes any right or remedy you have under the Australian Consumer Law or any other law that cannot lawfully be excluded.

13. Limitation of liability

Subject to section 12 and to the maximum extent permitted by law:

• we are not liable for any loss, damage, injury, illness or death that is not caused by our negligence or breach of these terms, including loss caused by your pet’s own behaviour where we have taken reasonable care and followed your instructions, by information you did not give us, or by events outside our control
• we are not liable for any indirect or consequential loss, or loss of profit, income or opportunity
• our total liability to you for any booking is limited to the amount you paid for that booking

Nothing in these terms limits our liability for death or personal injury caused by our negligence, or for fraud.

14. Indemnity

You agree to indemnify us against any claim, loss, damage, cost or expense (including reasonable legal costs) that we suffer because of a third-party claim arising from your pet’s behaviour (for example, if your pet bites or injures a person or another animal, or damages property), information you did not give us or gave us inaccurately, or your breach of these terms. This indemnity does not apply to the extent the loss is caused by our negligence or breach of these terms.

15. Events outside our control

We are not responsible for any delay or failure to provide a service caused by events beyond our reasonable control, such as severe weather, natural disasters, public health orders, road closures, accidents or serious illness. We will tell you as soon as possible and will work with you on alternative arrangements.

16. Use of this website

• You may use this website only for lawful purposes and must not misuse it, introduce viruses, attempt unauthorised access or interfere with its operation.
• All content on this website, including our name, logo, text, graphics and photos, is owned by or licensed to Pooch N Pounce. You may not copy, reproduce or use it without our written permission.
• We try to keep the website accurate and available, but we do not guarantee that it will always be available, error-free or up to date.
• Links to other websites are provided for convenience only. We are not responsible for their content, policies or practices.

17. Privacy

We handle your personal information in line with our Privacy Policy, which forms part of these terms.

18. Changes to these terms

We may update these terms from time to time by publishing a new version on this page. A confirmed booking is governed by the terms in place when it was confirmed. By continuing to use the website or our services after changes are published, you accept the updated terms.

19. Governing law

These terms are governed by the laws of Victoria, Australia. You and we submit to the non-exclusive jurisdiction of the courts of Victoria.

20. General

• These terms, together with your booking confirmation and our Privacy Policy, are the entire agreement between you and us about our services.
• If any part of these terms is invalid or unenforceable, that part will be read down or removed and the rest will continue to apply.
• If we do not enforce a right under these terms straight away, we have not given up that right.

21. Contact us

If you have questions about these terms, please contact us:

Pooch N Pounce
Email: jodieh1@outlook.com.au