For the following services: Dog walking and Social play, invoices will be sent out 3 days before the service date. This must be paid on the date the invoice is sent.
For all the other services: Holiday visits, Pet taxi, you will be able to see the invoice immediately on Time To Pet (The app we are using) as soon as the service is booked with us. You can pay it whenever you like as long as it is 3 days before the service starts.
Partial payments are available for bookings made in advance. (lay-buy scheme)
All the invoices and payments are being processed on the app.
All cancellations have to be done at least 24 hours before the service.
If cancellations are being done in less than 24 hours, you will be charged 50% of the service.
If you don't cancel a service and our Nanny arrives to complete the service, the full amount will be charged.
Holiday Visits only: Bookings will not be refunded if you decide you do not need the service when the service has begun.
For any services happening during the weekend, there will be a 20% surcharge.
A 50% surcharge will be applied for public holidays: New Year, Australia Day, Good Friday, The day after Good Friday, Easter Sunday, Easter Monday, Anzac Day, Labour Day, Royal Queensland Show (Only for Brisbane), King's Birthday, Christmas Eve, Christmas Day, Boxing Day.
The Meet & Greet is a procedure where we come to meet you and your animals. Either at your place or an agreed location.
This process is really important for us, the owners, and, the animals. We are going to spend plenty of time with your pet so, ensuring that everyone feels comfortable and safe is ideal.
A $25 fee is applied for the 15 minutes Meet & Greet.
The Meet & Greet is MANDATORY.
If it is a rainy day, our Nanny's will still be walking your dog. If you don't want your dog to be walked because of the rain, we can change it to a "Social Play" or we could take your pet to an under cover area as an alternative. The time to travel to an undercover area will be used as "Dog walking" time.
If the rain is becoming to much and is making the walk hard, we will have to go back to your place and will finish the time by playing with your dog in the backyard or inside if we have access. All our Nanny's have a towel at their disposition to dry your dog after the rain.
As we know, in Australia we get pretty hot days, so we do not walk pets between 11am and 2:30 pm when the heat is at its worst. So if your dog is being walked during those times on the other seasons, we will organize another time outside of those times for them to be walked. We can still also come for a Social Play between those times.
The keys that you would have provided would only stay with the designated Nanny in charge of your pets.
For Dog walking and Social Play, it is not mandatory for us to come by the inside of the house, we can access by the side gate to get your dog or to play with it from the backyard.
It is mandatory to have an access to the inside of your house for the House Stay. You will need to provide us a key or to hide it to a shared spot.
We do recommend you to get a key lock to leave the keys inside to avoid any key loss or to give us 2 keys.
You can either give us the key during the Meet & Greet or we can come and collect the key for an extra $15 fee.
If you have an electronic locking system please communicate the access code appropriately with your designated Nanny.
We are only walking 3 dogs maximum at a time that belongs to the same house. The difficulty of being able to handle 3 dogs is taken into consideration. This may lead to having to split the walks eg: 30 min walk split into 2, 15 minute walks. Alternatively, we can add an additional service.
Our Nanny's will prioritise using your pets equipment. If there are any issues, our Nanny's are equipped with all the essential equipment.
We provide poop bags and treats for every walks.
We are only walking dogs on leash, we do not take off the leash or the harness during the walk. We can take them off leash in off leash dog parks only with your permission.
Dog walking: Your Nanny will walk your pet around your neighborhood. They will not take your pet to dog parks unless asked to.
Dog adventure: Your Nanny will be taking your pet to your favorite's pet location. They will not take your pet to dog parks unless asked to.
You must tell us your pet's behavior during their walks for us to be prepare for any situation.
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