Pup & Go — Dog Walking Terms and Conditions

By booking any service, you acknowledge that you have read and agreed to the following Terms & Conditions (“Terms”, “Terms of Service”, “T&Cs”) with Pup & Go Ltd (“Pup & Go”), including any additional terms, conditions and/or policies referenced or is available to you via our website in relation to other services we may provide. Throughout the Terms, “we”, “us, “our”, etc refers to Pup & Go Ltd and their staff, “you” and “your” refers to the Client.

We provide a safe, structured, and high-quality walking experience for your dog.

At Pup & Go, our mission is to deliver safe, enriching, and reliable dog-walking Services that prioritise your dog’s wellbeing and your peace of mind.
The terms and conditions set out are governed by New Zealand legislation.

1. Definitions

1.1. “Casual” means a person who has not registered under our subscription service and does not pay the subscription fee.

1.2. “Client” means the person or persons who enter into this agreement with Pup & Go, including the registered owner of the Dog, and any person who books or pays for Services on the owner’s behalf. Where more than one person is named as Client, each person is jointly and severally liable under these terms.

1.3. “Deemed Owner” means Pup & Go staff or authorised persons by Pup & Go staff, are deemed to be the owners of the Dog as defined in the Dog Control Act 1996, strictly for the duration of the Service.

1.4. “Dog” means the dog of dogs owned by or in the care of the Client for which Services are engaged under this Service Schedule.

1.5. “Dog Walking” means the specific service provided to the client of dog walking.

1.6. “Enrichment” means mentally stimulating activities

1.7. “Equipment” means Equipment means any collar, harness, lead, or other gear provided by the Client for use with the Dog during Services and includes Terms 11.1.

1.8. “Pet” means Dog as defined Terms 1.4

1.9. “Services” means dog walking, dog sitting, and any other pet care services provided by Pup & Go to the Client as agreed at the time of booking.

1.10. “Subscriber” means a person who is registered under our subscription service and pays the subscription fee

Words in the singular include the plural and vice versa.

2. General Responsibilities & Service Standards

2.1. Pup & Go Responsibilities

Pup & Go agrees to provide Services with reasonable skill and care, including:

• Safe dog-handling practices
• Appropriate route selection for each dog
• Constant supervision during walks
• Providing walk summaries, photos, and GPS routes (when available)
• Taking reasonable steps to prevent injury, escape, or loss

We comply with the Consumer Guarantees Act and accept responsibility for any loss or damage caused by our negligence.

2.2. Client Responsibilities

Client agrees to:

• Provide accurate and up-to-date behavioural, medical, and emergency information
• Ensure their dog is ready for pickup at the scheduled time
• Provide safe access to us to the Dog at the time of collection (personally or via lockbox/key arrangement)
• Keep dogs indoors or in a secure fenced area before pickup
• Ensure all Equipment provided to us for the Dog is safe and well fitted
• Keep vaccinations up to date and provide proof upon request, this may include evidence of annual vaccinations.

Failure by the Client to disclose important information about in relation to the Dog entitles Pup & Go to refuse or terminate Services without refund.

3. Rules for Dog Walking Clients

To protect public safety, staff safety, and your dog’s welfare:

• Dogs must be ready and secured at pickup time
• Dogs must be on-lead at both pickup and drop-off.
• Walks must be booked at least 24 hours in advance.
• Subscribers receive booking priority and cancellation flexibility.
• Cancellations require 24 hours’ notice (see Section 11).
• Payment is due at booking unless on a subscription plan.
• No-shows or late cancellations may be charged in full.

4. Operating Hours

• Weekdays: 7:00 am – 6:00 pm
• Weekends: By appointment only
• Holiday Periods: Limited capacity; subscribers receive early access

Walking windows may vary depending on group compatibility, weather, and route planning.

5. Late Fees & Missed Pickups

• If we cannot access your dog within 10 minutes of arrival, the Service may be cancelled for safety reasons.
• A $10 travel/attempt fee may apply.
• Repeated missed pickups may require clients to provide a key or lockbox.

6. Eligibility Requirements for Walks

6.1. To protect group safety, all Dogs and/or Clients must:

• Complete an online onboarding form and in-person assessment
• Dog must:
  • Be non-reactive and safe around other dogs, people, bikes, prams, scooters, etc and typical urban and suburban stimuli; and
  • not display aggression, severe anxiety, or resource guarding behaviour.

6.2. Pup & Go may remove a Dog from a walk and terminate the Service if they demonstrate:

• Excessive pulling
• Aggressive or threatening behaviour
• Panic or flight-risk tendencies
• Excessive barking at dogs or the public

Dogs unsuitable for group walks may be offered solo walks at Pup & Go’s discretion.

7. Age & Desexing Requirements

• Minimum age to join: at lest 16 weeks
• Puppies under 6 months may receive shorter, structured walks
• Females in season cannot attend dog parks unless spayed
• Desexing recommended by 10–12 months for group environments

8. Vaccination Requirements

Mandatory vaccinations (per NZ veterinary standards) for a Dog to join:

• 5-in-1 core vaccine
• Kennel Cough
• Annual boosters or titre tests
• Puppies must have completed their full vaccination series

Updated records must be provided each year to ensure continuous participation in our program.

9. Dog Health & Welfare Requirements

Dogs must not attend walks and we may refuse Service if the Dogs have:

• vomiting, diarrhoea, or illness in the last 24 hours
• suspected kennel cough (10-day stand-down)
• antibiotics prescribed for contagious or mobility-related conditions
• recent surgery, stitches, or injuries
• contagious skin infections
• any condition that compromises their mobility and/or breathing
• Dogs that are fed dry kibble should avoid meals 2–3 hours prior to the walk or Service

10. Adverse Weather Policy

10.1. Light Rain

Walks continue as normal; dogs may be towel-dried on return.

10.2. Heavy Rain, Severe Winds, or Storm Warnings

Walks may be:

• Shortened
• Adjusted to ensure the safety of your pet safety
• Converted to indoor Enrichment or backyard exercise

10.3. Extreme Heat or Cold

Walks may be moved to cooler times, shortened, or replaced with Enrichment for safety.

10.4. Weather Condition Cancellations

At Pup & Go, the safety and wellbeing of all dogs in our care is our highest priority. Walks may be, postponed, or cancelled when weather conditions are deemed unsafe or unsuitable for dogs, handlers, or the general public.

We monitor local weather forecasts and real-time conditions, including but not limited to:

• Heavy rain or flooding
• Strong winds or wind warnings
• Extreme heat or cold
• Thunderstorms or lightning
• Ice, hail, or other hazardous conditions
• Official MetService weather warnings or local council advisories

10.5. Decision-Making Authority

If the weather does not permit the walk to commence, pup and go has full decision-making power to shorten or cancel a walk due to weather conditions. . Decisions are made based on professional judgment, local conditions at the time of the walk, and the individual needs and safety of the dogs involved.

10.6. Cancellations by Pup & Go (Weather-Related)

If a walk is cancelled by Pup & Go due to unsafe weather conditions:

• No charge will apply for that walk, or
• The walk may be credited toward a future booking (for subscription clients), at our discretion

We will make reasonable efforts to notify clients as early as practicable should a walk be cancelled.

10.7. Client-Initiated Cancellations Due to Weather

If a client chooses to cancel a scheduled walk due to weather concerns:

• Standard cancellation terms apply
• Cancellations made with at least 24 hours’ notice will not incur a fee
• Late cancellations or no-shows may be charged the full walk fee

Clients are encouraged to contact us as early as possible if they have concerns about weather conditions.

10.8. Extreme or Unpredictable Weather

In cases of sudden or rapidly changing weather (e.g. unexpected storms or wind gusts), walks may be cancelled at short notice, including during transit. In such cases, client safety and animal welfare take precedence over scheduling or fees.

10.9. No Guarantee of Weather Conditions

Pup & Go does not guarantee specific weather conditions for scheduled walks. By booking our Services, clients acknowledge that outdoor activities involve inherent weather variability and agree to this policy.

11. Safety & Equipment

11.1. All dogs must have:

• Secure collar or harness
• ID tag with owner contact details
• Functional lead (we can supply one if needed)

11.2. Pup & Go uses:

• Secure leads (if supplied one)
• GPS tracking for route summaries
• Safe group-matching protocols
• Professional handling techniques

12. Accidents, Injuries & Liability

12.1. Accidents During Walks

While every precaution is taken, injuries or incidents can occur.
If your dog becomes ill or is injured:

• We will contact you immediately
• If urgent, we may take your Dog to the nearest available veterinary clinic
• Veterinary costs for pre-existing or unrelated medical conditions are the owner’s responsibility

12.2. Our Liability

12.2.1. We accept liability for damage or loss caused by our negligence or breach of the CGA

12.2.2. We are not liable for:

• Injuries caused by undisclosed behavioural issues
• Pre-existing medical conditions
• Dog to dog interactions where risk was disclosed but accepted
• Third-party events or unforeseeable hazards despite reasonable precautions

13. Holiday Season Booking Policy

• Subscriber Clients receive early access to holiday schedule
• Casual Clients may book one week before the holiday period
• High-demand periods may require prepayment or minimum bookings
• If Pup & Go cancels during holidays: Pup & Go will provide full credit or refund

14. Photos, Videos & Marketing Use

We often take photos or videos during walks for:

• Walk summaries
• Client updates
• Social media
• Marketing

By booking Services, you consent to your Dog being photographed unless you explicitly opt out during onboarding.

We do not show identifiable home details or sensitive information.

15. GPS Tracking & Walk Summaries

15.1. Every walk may include:

• Route map
• Duration
• Distance
• Behavioural notes
• Photos

15.2. Subscribers may receive:

• Bonus photos
• Monthly progress notes
• Discount on home visit and house sitting (Please see Service Schedule for terms and conditions)

16. Emergencies

In emergencies:

• We will contact you immediately
• If unreachable, we may act under the Animal Welfare Act to protect your Dog
• We may transport your Dog to your nominated vet or the nearest clinic
• Vet costs may be charged to the Client depending on the cause of the incident

17. Cancellations, Refunds & Credits

17.1. Subscriber Clients

• Flexible cancellations up to 12 hours prior → client will be credited if walk not rescheduled within one week of regular booking. This credit may take the form of the subsequent weekly debit to the client’s account being skipped.
• Under 12 hours → credit at discretion of Pup & Go
• Subscription fees are non-refundable except under consumer law
• Plans may be paused temporarily for illness or travel

17.2. Casual Clients

• Cancellations with 24 hours’ notice → full credit or refund
• Under 24 hours → fee may be charged in full, at the discretion of Pup & Go
• No-shows → full fee charged
• If Pup & Go cancels → full credit or refund

17.3. NZ Consumer Law Compliance

You are always entitled to a refund if:

• Services are not provided
• Services are not delivered with reasonable care
• We are unable to perform the Services for reasons within our control

18. Privacy & Data Handling

In line with the Privacy Act 2020, we collect only the information necessary to provide Services.

18.1. We do not sell information

18.2. We will only share your or your Dogs information in the following situations:

• With veterinary clinics in emergencies
• When legally required

18.3. Please see our Privacy Policy for more information

19. Dispute Resolution

19.1. In the event of any dispute between the parties or a dispute arising in connection with our T&Cs and another other related Service or terms and conditions, the parties agree to in the first instance attempt to resolve the dispute informally between the parties by directly contacting Pup & Go at bookings@pupandgo.co.nz

19.2. If dispute cannot be resolved directly as per Term 19.1 or cannot be resolved within 30 days, then the dispute must be referred to mediation first, by either party, before commencing any legal proceedings or actions.

19.3. If Terms 19.1 and 19.2 are both unsuccessful, the dispute shall be referred to the courts of New Zealand for resolution.

20. Agreement

By booking or continuing to use Pup & Go Services, you acknowledge that you have read, understood, and agree to these Terms & Conditions.