Hills Happy Paws Terms & Conditions
Scheduling & Service Terms
Bookings are scheduled to allow efficient route planning and to accommodate each client's preferences.
When booking, please select the earliest preferred arrival time. Services will be provided within the agreed arrival window, and the selected time will be used as the reference point for scheduling and cancellation terms.
Clients are responsible for ensuring access arrangements (including keys, access codes, and entry instructions) are correct and available at the scheduled time.
If access to the property or pet is unavailable or delayed beyond a reasonable time, the booking may be shortened or treated as a late cancellation.
Meet & Greet & Reintroduction Visits
An initial Meet & Greet is required for all new clients before services commence. This allows Hills Happy Paws to become familiar with your pet, their routine, care requirements, and the home environment.
Where there has been a significant change since the previous visit, including changes to the pet’s behaviour, household, access arrangements, or care requirements, a Reintroduction Visit may be required before services resume.
Payment
Payment is required prior to the commencement of all services unless otherwise agreed.
Services may not commence until payment has been received.
Standard Bookings (Regular Walks & Ad-Hoc Visits)
This policy applies to single-day visits, ad-hoc visits, and regular dog walking services.
• More than 48 hours' notice: No fee
• 24–48 hours' notice: 50% of the service fee
• Less than 24 hours' notice: 100% of the service fee
Short-notice changes include situations where the service is no longer required upon arrival, is declined after the scheduled start time, access to the pet or property is unavailable as arranged, or the booking is changed or cancelled at the property by the client or any third party, including family members, visitors, or tradespeople.
The full fee applies in these circumstances, as time has been reserved and travel allocated.
Extended Bookings (5+ Consecutive Days)
This policy applies to daily home visits or block bookings of five or more consecutive days.
Extended bookings reserve a significant portion of the schedule and may limit availability for other bookings. As a result, the following terms apply:
If an extended booking is cancelled before it commences:
• More than 48 hours’ notice: No fee.
• 24–48 hours’ notice: 50% of the total booking value will be charged.
• Less than 24 hours’ notice: 100% of the first two days of the booking will be charged, plus 50% of the remaining booking value.
If an extended booking ends early after it has commenced:
• Completed visits will be charged in full.
• 50% of the remaining booking value will also be charged.
Weather & Safety
Services are subject to safe weather and travel conditions.
In cases of extreme heat, storms, heavy rain, or other unsafe conditions, services may be adjusted, shortened, or cancelled.
Where a booking is cancelled due to unsafe conditions, no fee will apply.
Normal weather conditions, including mild heat, cold, or light rain, do not qualify for cancellation outside of the standard cancellation policy unless conditions are considered unsafe.
Illness & Unexpected Circumstances
While every effort will be made to provide scheduled services as booked, unforeseen illness, emergencies, or circumstances beyond reasonable control may occasionally affect service delivery.
Clients will be notified as soon as reasonably possible.
Where appropriate, reasonable efforts will be made to arrange suitable alternative care. If this is not possible, any services unable to be provided will be refunded.
Clients are encouraged to nominate a local emergency contact who can assist with their pet should unforeseen circumstances prevent scheduled care from being provided.
Keys, Access & Home Security
Clients are responsible for providing safe and reliable access to the property.
Keys, access codes, and entry instructions must be provided prior to the first scheduled visit.
Clients are responsible for ensuring the property is secure and that any relevant security instructions are provided.
Home Environment & Access
Clients are responsible for ensuring the home environment is safe and suitable for care to be provided.
Any hazards, access restrictions, changes to the home environment, or information that may affect the safety of the pet or service provider must be communicated prior to the scheduled visit.
Property Access & Other People Present
Clients must advise in advance if any other person will be present at the property during a scheduled visit. This includes partners, family members, housemates, visitors, tradespeople, or any other third party.
This information is required to ensure the visit can be completed safely and appropriately.
The service may be declined, rescheduled, or discontinued if another person is present without prior notice, or if the environment is considered unsuitable to proceed for safety and comfort reasons.
Pet Health & Veterinary Care
Clients are responsible for providing accurate information regarding their pet’s health, behaviour, medication, and care requirements.
Any changes to your pet’s health, behaviour, medication, or routine must be communicated prior to the commencement of care.
In the event of illness, injury, or emergency, permission is granted for reasonable steps to be taken to protect the pet’s welfare, including contacting the nominated veterinarian or seeking veterinary care if required.
Any veterinary costs incurred remain the responsibility of the owner.
Medication & Special Care Instructions
Medication and special care requirements must be clearly communicated before the booking begins.
Clients are responsible for providing medication that is clearly labelled and instructions that are accurate and up to date.
While reasonable care will be taken, no guarantee can be made regarding a pet’s acceptance of medication or cooperation with care tasks.
Supplies & Pet Essentials
Clients are responsible for ensuring sufficient food, medication, litter, waste bags, and other required supplies are available for the duration of care.
Additional supplies required due to insufficient provisions may incur additional charges.
Pet Behaviour & Safety
Clients must provide accurate information regarding their pet’s temperament, behaviour, triggers, and any known risks.
This includes, but is not limited to, anxiety, reactivity, aggression, escape tendencies, bite history, or any behaviour that may impact safe handling.
Failure to disclose relevant behavioural information may result in the service being declined, modified, or discontinued.
Dog Walking & Transport
Clients are responsible for ensuring all collars, harnesses, leads, and other equipment provided are safe, secure, correctly fitted, and suitable for their pet.
Any known issues with equipment, including damage, poor fit, or escape risks, must be communicated prior to walks.
Dogs will remain on a lead during walks unless they are participating in an approved secure off-lead activity, such as a fully enclosed private field or designated secure area. Off-lead activities will only take place where considered appropriate based on the dog’s behaviour, safety, recall, and individual needs.
Dogs transported by Hills Happy Paws will be secured safely using appropriate vehicle restraints, including being clipped into a seatbelt attachment where required, to help ensure their safety during travel.
Dogs must be suitable for transport and outdoor activities. Walking locations, group arrangements, and activities may be adjusted based on each dog’s safety, behaviour, fitness, and individual needs.
Photos & Marketing
During visits and walks, photos may be taken to provide updates and share your pet's experience.
Unless otherwise requested by the client, photos of pets may also be used for marketing purposes, including social media, website content, and promotional material. Clients who do not wish their pet's photos to be used for marketing purposes should advise prior to the commencement of services.
Client privacy is always respected. Identifying information, including personal details or specific location information that could identify a client's property or compromise their privacy, will not be shared.
Client Information & Changes
Clients are responsible for ensuring contact details, emergency contacts, veterinary details, and care instructions are accurate and current.
Any changes to care requirements must be communicated as soon as possible.
Service Refusal or Termination
The service may be declined, modified, or discontinued where required for safety, animal welfare, or practical service reasons.
Where possible, reasonable notice will be provided.
Agreement
By booking with Hills Happy Paws, you acknowledge that you have read, understood, and agree to these Terms & Conditions.