– Terms and Conditions for Engagement of the Services of Creature Comforts NZ Ltd –

– as at 12th March 2024 –

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Please read all terms carefully. By checking the agreement box on the previous page and engaging our service, you hereby agree to all of our following Terms and Conditions.

1. Charges and Payment

1.1   Payment is due in full by the date specific on your Xero invoice.
1.2   For all Pet Feeding services, payment is due prior to services commencing.

1.3   In the event of additional unforeseen visits or other costs, payment is due within 7 days of invoice.
1.4   Payment is by electronic transfer only – we do not accept credit cards or cash.
1.5    All overdue accounts will incur a monthly administration charge.
1.6   In the event of default on the payment, the Client shall be liable for all Creature Comforts NZ’s costs and expenses (including legal costs on a Solicitor/Client basis and any debt collection costs) of recovering payment.
1.7   Public Holiday Surcharges, 48 hour Casual Dog Booking Surcharge, Same-Day Pet Feeding Surcharge, Cancellation Admin Fee

2. Privacy

2.1   At Creature Comforts NZ, we are committed to protecting your privacy.
2.2   Any personal information supplied to Creature Comforts NZ will only be used to enable us to provide your pets with the very best personalised care.
2.3   Under NO circumstances will Creature Comforts NZ disclose any personal information you have supplied to any other parties/organisation.

3. Services

3.1   Creature Comforts NZ agrees to provide the client, the services booked in their client portal.
3.2   Services provided will be carried out in accordance with the requirements of the Client, updated each time the service is booked, or as needed, by the client in their Pet Sitter Plus portal.
3.3   The Client acknowledges that even with the best of care, accidents and illness can occur with pets, and therefore release Creature Comforts NZ from liability should this occur whilst the pet is in their care.
3.4   The Client will provide all food and other supplies necessary for the full care of their pet. Any food, pet supplies or veterinary expenses incurred by Creature Comforts NZ during the course of the assignment must be reimbursed in full by the Client, including pick up costs.
3.5   Creature Comforts NZ’s policy is to walk dogs on a lead. We do NOT do off-lead walks, pack walks or long-lead walks.

4. Cancellation

4.1 Pet Feeding Cancellation Policy (Non-Peak Season)
4.1a We require a minimum of 48 hours’ notice for all visit cancellations.
4.1b Any cancellation of a confirmed Pet Feeding booking within 48 hours of the affected visit(s) will be charged at the applicable visit rate.
4.1c Once a Pet Feeding booking has commenced, cancellation of any visit(s) outside of the 48-hour notice will be credited to the client’s account, minus our administration fee.
4.2 Pet Feeding Cancellation Policy (Peak Season: 15th December – 31st January)
4.2a Cancellations for bookings starting between the 15th of December and the 31st of January will incur applicable service charges plus our admin fee.
4.2b Once a Pet Feeding booking has commenced, and up to 7 days prior to the client’s booking starting, there will be no refund for the entire booking.
4.2c 8 – 14 days prior to booking starting, there will be a 50% refund on the booking total.
4.2d 15 – 21 days prior to booking starting, there will be a 75% refund on your booking total.
4.2e Any early returns or later departures resulting in unused visits are non-refundable or transferable.
4.3 Regular Walk and Pop-in and Play Cancellation Policy (excluding Public Holidays)
4.3a Creature Comforts require a minimum of 7 days’ notice for all Regular Walk and Pop-in and Play cancellations.
4.3b Any cancellation of a confirmed Regular Walk or Regular Pop-in and Play booking within 7 days of the affected visits(s) will be charged at the relevant Regular Walk or Regular Pop-in and Play rate.
4.3c Once the 3-month Regular Walk or Regular Pop-in and Play booking has commenced, cancellation of any visit(s) outside of the 7 days’ notice period will be charged at 50% of the service rate.
4.4 All confirmed Casual Walks and Casual Pop-in and Play bookings are non-refundable or transferable.

5. Veterinary Treatment

5.1 If your pet has an existing medical condition and you will be away for any extended length of time, or uncontactable at any stage of your trip please contact your veterinarian to arrange authorisation for any necessary treatment.
5.2 Any undisclosed medical conditions will be taken for medical treatment and all acute/unmanaged conditions will be left in the care of a veterinarian at the owner’s expense.
5.3 We will in any instance of needing to seek veterinary treatment attempt to use your preferred vet as per your client information, but you accept this may not always be possible and in cases of emergency treatment or your vet being closed we will use the most practical veterinary treatment available.
5.4 If we cannot contact you for authorisation of treatment, your emergency contact will be responsible for all decisions regarding care and costs of treatment. Creature Comforts NZ will not be held liable for any veterinary costs incurred. You agree to pay all veterinary bills & costs associated with medical treatment for your pet(s).

6. General

6.1 Information given in the client portal is used to complete all visits, as such it is the client’s responsibility to ensure this is kept up to date for all visits.
6.2 Creature Comforts NZ will not accept booking requests for acutely ill animals or those with uncontrolled medical conditions. In this instance, we suggest the pet be boarded with your vet.
6.3 Creature Comforts NZ does NOT diagnose or make medical decisions, nor do we offer veterinary services. Any medical concerns will be referred to a veterinarian.
6.4 For our staff safety and insurance records, clients MUST advise Creature Comforts NZ within 24 hours if they expect other parties to visit their home during their absence, or if they will be returning early. If we have not been advised in advance of persons being on the property staff may refuse to enter the premises and the client will still be responsible for payment of the visit.

6.5 The client commits to providing an up-to-date emergency contact in their client portal for every booking. This contact must reside in New Zealand and possess the capacity to make both medical and financial decisions on your behalf in the event that you cannot be reached.

7. Acceptance Procedure

6.1  By checking the agreement box, you inherently indicate your acceptance of these Terms and Conditions of Service. If you have any questions or concerns about the terms of this agreement, please contact us to discuss them prior to entering this agreement.
6.2  Creature Comforts NZ reserves the right to deny service or terminate service because of safety concerns, financial concerns or inappropriate or uncomfortable situations.