Booking and Cancellation Policy

🐾 Pet Feeding (Non-Peak Season)

Booking Policy

By booking Pet Feeding services, you acknowledge that specific time requests cannot be guaranteed.
Once-a-day visits may occur any time between 8:00 am – 6:00 pm.
Twice-a-day visits may occur between 8:00 – 10:30 am (AM) and 3:30 – 6:00 pm (PM).
There may be exceptions to these times during our peak season and holidays.
Exceptions to these windows must be arranged in advance through our office (admin@creaturecomfortsnz.co.nz).
Same-day booking requests will incur a Short Notice Surcharge.

Cancellation Policy

A minimum of 48 hours’ notice is required for cancellations.
Cancellations made within 48 hours of the affected visit(s) will be charged at the full visit rate.
Once a booking has commenced, any visit(s) cancelled with more than 48 hours’ notice will be credited to your account, minus our administration fee.
Cancellations can be made through your client portal (under “Schedule” → select date → “Cancel”).
If less than 48 hours’ notice, please email the office, as they cannot be done in your portal.
Verbal cancellations with sitters cannot be accepted.

This policy helps us fairly allocate our team’s time and ensure reliable service for all clients.

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🐾 Pet Feeding (Peak Season)

Booking Policy

During Peak Season, specific time requests cannot be guaranteed, due to demand visits may occur outside our usual operating hours.
A $100 deposit per booking is required to secure your booking. The deposit is refundable if you cancel before the deposit payment deadline. Once the deadline has passed, the deposit becomes non-refundable.
The deposit forms part of your total booking cost and is not an additional charge.
The remaining balance is due 7 days before services commence.
Unpaid bookings may be released to other clients.
Full payment is required at the time of booking for short-notice bookings.

Cancellation & Changes Policy

Our Peak Season Cancellation Policy applies to all bookings commencing between 10 December and 31 January inclusive.

Please let us know as soon as possible if your plans change so we can offer your slot to another client.
Your $100 deposit is refundable if you cancel before the deposit payment deadline. Once the deposit deadline has passed, the deposit becomes non-refundable.
Cancellation charges are calculated as follows:
- 22 days or more before your booking starts: $100 deposit retained, with no additional cancellation charge.
- 15–21 days before: 25% of the total booking cost.
- 8–14 days before: 50% of the total booking cost.
- 0–7 days before or once services have commenced: 100% of the total booking cost.
The $100 deposit is credited towards the applicable cancellation charge. If the charge exceeds the deposit the remaining amount is payable.
All date changes and cancellations after 15th December will incur a $25 administration fee.
Early returns or later departures resulting in unused visits are non-refundable and non-transferable.

These conditions help us manage the additional staffing, scheduling and capacity commitments involved during our busiest time of year.

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🐾 Regular Walks

Booking Policy

A Regular Walk booking means at least one walk weekly for a minimum of 3 months.
Bookings are non-transferable.
A K9 Meet & Greet is required before the first booking (which will include a short trial walk).
Walks are scheduled between 10:30 am – 2:00 pm unless otherwise agreed with the office.
We cannot commit to specific time requests during this time as staff work geographically.

Exceptions to this scheduling window must be arranged in advance through our office at
admin@creaturecomfortsnz.co.nz.

Cancellation Policy

A minimum of 7 days’ notice is required.
Cancellations made within 7 days will be charged at the full walk rate.
Cancellations made with more than 7 days’ notice will be charged at 50% of the walk rate.

This policy ensures your dog’s regular slot is reserved and helps us maintain consistent staffing.

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🐾 Casual Walks

Booking Policy

Casual Walks are subject to availability.
A K9 Meet & Greet is required before the first booking (and will include a short walk).
Requests made within 48 hours of the booking will incur a Short Notice Surcharge.
Once confirmed, bookings are non-refundable and non-transferable.

Cancellation Policy

Confirmed Casual Walk bookings are non-refundable and non-transferable.

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🐾 Regular Pop-in & Play

Booking Policy

A Regular Pop-in & Play booking means at least one visit weekly for a minimum of 3 months.
A K9 Meet & Greet is required before the first booking.

Cancellation Policy

A minimum of 7 days’ notice is required.
Cancellations made within 7 days will be charged at the full visit rate.
Cancellations made with more than 7 days’ notice will be charged at 50% of the visit rate.

This policy ensures your pet’s regular slot is reserved and allows us to fairly plan our sitters’ schedules.

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🐾 Casual Pop-in & Play

Booking Policy

Casual Pop-in & Play bookings are subject to availability.
A K9 Meet & Greet is required before the first booking.
Requests made within 48 hours of the booking will incur a Short Notice Surcharge.
Once confirmed, bookings are non-refundable and non-transferable.

Cancellation Policy

Confirmed Casual Pop-in & Play bookings are non-refundable and non-transferable.

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🐾 Terms of Termination

Creature Comforts NZ reserves the right to deny or terminate service if our Terms and Conditions are breached.

Office Hours

Monday – Friday: 8:00 am – 6:00 pm
Saturday: 10:00 am – 12:00 pm
Sunday: Closed
Bookings and cancellations are processed during office hours only.