1. Liability

1.1 We (Pets At Home) agree to provide pet-sitting services with the best possible care and high animal welfare standards while acting in a reliable and trustworthy manner. However, you (the client) acknowledge that animals are instinctual and can be unpredictable which may result in accidents, illness, and damage. Therefore, you release Pets At Home from any liability while your pet is under our care, including but not limited to furniture or house damage, biting, injury, illness, disappearance, or fatality. However, this waiver of liability shall not apply if our provision of pet care services is found to be grossly negligent.

1.2 If your pets have unsupervised outdoor access, we are not responsible for their safety and cannot be liable for any pet's death, injury, disappearance, or legal consequences. You accept responsibility for pet-proofing the house and garden, including any security fences, gates, or latches.

2. Home Security

2.1 We will endeavour to take reasonable care to enter and leave your property in a safe and responsible manner, securing any doors or access gates. However, we accept no liability for any breach of security or loss of or damage to your property caused by a third party.

2.2 We accept no responsibility for any damage to your property caused by an act of nature. Damage includes but is not limited to broken windows, electrical problems, or leaks. You agree to pay for all repairs and related fees.

3. Veterinary Care

3.1 In the case of a non-emergency medical event, we will first contact you. If we cannot contact you for authorisation of treatment, your emergency contact will be responsible for all decisions regarding care and treatment costs. If you and your emergency contact cannot be reached, your preferred veterinary clinic will be contacted, and their professional guidance will be followed.

3.2 In the case of an emergency medical event, you agree to authorise Pets At Home to immediately take your pet(s) to a veterinary clinic for treatment. We will always attempt to use your preferred veterinary clinic as per your client information. If this is not possible due to an urgent situation or the preferred veterinary clinic being unavailable, then we will use the most practical veterinary treatment available. We will endeavour to contact you as soon as it is feasible.

3.3 A fee of $50 per visit applies for all veterinary clinic visits. This includes travel time and consulting with the veterinarian.

3.4 If additional at-home medical care is required, for example, medication, additional daily service fees may apply.

3.5 You agree to cover the total medical fees should your pet need veterinary care. You agree to take full financial responsibility for all veterinarian expenses.

4. Extreme Weather or Natural Disasters

If we cannot reach your home due to adverse weather conditions or natural disasters, we will contact you to inform you of the situation. If we cannot contact you, we will work with your emergency contact to ensure your pet receives adequate care where possible.

5. Supplies

5.1 You agree to provide all supplies needed for the care of your pet, including but not limited to pet food, water, cat litter, cleaning supplies, waste bags, and medications. You agree that we are authorised to purchase necessary supplies to perform the agreed duties.

5.2 Any cost incurred by us for necessary pet supplies during the service must be reimbursed in full by you, including a collection fee of $20 per trip.

6. Keys

We recommend that keys are provided at the meet and greet or left in a suitable secure location on your property. If this cannot be arranged, we can pick up the keys from you which will incur a collection fee of $20.

7. Payment

7.1 Payment is due in full 7 days before service commencement date.

7.2 In the case of booking on short notice (i.e. within 7 days), fees are due at the time of booking to secure services, and the booking cannot be confirmed until payment has been received in full.

7.3 We will confirm by invoice any additional costs incurred by Pets At Home, including but not limited to the purchase of pet supplies, transport to a veterinary clinic, or service fees, and require the additional payment to be made within 48 hours following the conclusion of the service.

8. Booking Cancellations

8.1 We understand that plans may change. Once your booking is confirmed, cancellation fees may apply. This compensates us for the time set aside for your booking that another client may have utilised. By booking with us, you agree to our cancellation terms.

8.2 Cancellations and changes to the start or end dates are permitted at no charge, provided at least 7 days’ notice is given before the service commencement date.

8.3 Cancellations made within 7 days of the service commencement date will be issued with a 50% refund, minus a $10 administration fee. You will need to provide us with your bank details.

8.4 Cancellations made on the day of or after the service commencement date, including changes of a delayed start date or early return, are non-refundable, as the time has already been reserved for your booking.

8.5 If keys were requested to be left at the property on completion of service, and no service visits are scheduled between the time of early return advisement and the time of your return, there will be a fee of $20 for the key return drop-off.

9. Contact Times

We will be contactable Monday to Sunday from 08.00–20.00. Any contact outside of these times will only be in the case of an emergency.

10. Change of Terms

10.1 Terms of Service are subject to reasonable changes that may be implemented occasionally. The most current version of the Terms of Service is available at www.petsathome.co.nz/terms-of-service

10.2 Prices for services are subject to change without notice. Pets At Home reserves the right to modify or discontinue services (or any part of) without notice at any time.

11. Privacy

11.1 We are committed to protecting your privacy. Any personal information supplied to us will only be used to provide your pets with the very best personalised care. Under no circumstances will we disclose any personal information you have supplied to any other parties.

11.2 We may take photos or videos of your pet to share with you, and will only post them on Pets At Home social media and website with your permission as given on this information form or other means. You can revoke this permission at any time.

12. Termination of Service

We reserve the right to deny or terminate service because of safety concerns, financial issues, failure to comply with policy, or inappropriate circumstances. In this situation, you accept responsibility for making alternative arrangements.

13. Concerns

If you have any questions or concerns about these Terms of Service, don't hesitate to contact us at info@petsathome.co.nz to discuss before entering this agreement.