Terms and Conditions

Wellington’s Premier in-home pet sitters

Terms and Conditions for Engagement of the Services of Creature Comforts NZ updated 27 May 2022

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


1. Charges and Payment

1.1   Payment is due in full within 7 days from the invoice date.
1.2   In the case of a short notice booking, (ie within 7 days), fees are due at the time of acceptance of the booking
1.3   In the event of additional unforeseen visits or other costs, payment is due within 5 days of completion of services.
1.4   Payment is accepted by cash or electronic transfer only – sorry we do not accept credit cards.
1.5    All overdue accounts will incur a $25 per month administration charge.
1.6   In the event of default on the payment, the Client shall be liable for Creature Comforts NZ’s costs and expenses (including legal costs on a Solicitor/Client basis and any debt collection costs) of recovering payment.


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 to 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   We require 48 hours notice for any cancellations or booking amendments. If less than 48 hours notice is given, no refund will be given and the visit will be charged as normal.
4.2   All cancellations and amendments incur a $25 administration fee.
4.3  Credits will be processed within 7 working days from account details being received, minus any additional fees incurred.
4.4 If keys were arranged to be left at the property and early return home has not been advised with at least 24 hours notice so this can be possible, an additional visit for the key drop will be charged.

5. General

5.1  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.
5.2  Creature Comforts NZ will not sit for acutely ill animals or those with uncontrolled medical conditions. In this instance, we suggest the pet be boarded with your vet.  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  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.
5.4  For our staff safety and insurance records, cllients 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. 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.

7. Veterinary Treatment

7.1  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.

7.2  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.

7.3  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.