Home Services Terms & Conditions (House Sitting & Home Visits)

This "Service Schedule" forms part of and should be read together with Pup & Go General Terms & Conditions. If there is/are any inconsistencies between the General Terms & Conditions and this Service Schedule in relation to Home Services, the terms of this Service Schedule will prevail.

1. Definitions

1.1. “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.

1.2. “Credit” means an amount held on the Client’s account with Pup & Go issued at our discretion, and redeemable against future Services.

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. ”Home Services” means services as outlines in Terms 3.1.

1.6. “HSWA” means the Health and Safety at Work Act 2015.

1.7. “Emergency Spend Limit” means $10,000 as specified in our Onboarding Form.

1.8. “Notice Periods” as per Terms 8.2

1.9. “Overnight” means the hours including and between 7pm and 7am

1.10. “Pet” means Dog as defined in Terms 1.3

1.11. “Pop-in-Check” means a welfare check that Pup & Go may conduct during the day after an Overnight visit.

1.12. “Refund” means repayment of moneys previously paid that is returned to the payer.

1.13. “Services” means dog walking, dog sitting, and any other pet care services provided by Pup & Go inclusive of Terms 3.1 to the Client as agreed at the time of booking.

1.14. “Service Schedule” means the terms and conditions for house sitting and home visits.

1.15. “Substantial Failure” means a failure is of a substantial character (e.g., a missed visit or safety negligence).

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

1.17. “Staff Member” means the staff of Pup & Go Ltd or authorised person.

1.18. “Terms” means the terms and conditions for house sitting and home visits.

1.19. “Terms & Conditions” means Pup & Go’s general Terms and Conditions or also known as Dog Walking Terms and Conditions.

1.20. "Workplace" means the Client’s residence pursuant to s20 HSWA, a place where work is being carried out.

Words in the singular include the plural and vice versa.

2. GENERAL

2.1. Dog Control Act 1996

Pursuant to the Dog Control Act 1996, Pup & Go staff are the Deemed Owner of the dog(s).

• The Client warrants that the Dog is currently registered with their local City Council and is microchipped.
• The Client must disclose any history of aggression or "Menacing/Dangerous" classifications.
• The Client remains strictly liable for any third-party damage or injury caused by the Dog that exceeds the Pup & Go's immediate control (e.g., structural failure of a Client-provided leash or fence).

2.2. Residential Occupancy (License to Occupy)

For Overnight Services the Client and Pup & Go agree that this arrangement constitutes a License to Occupy the premises for the sole purpose of performing Pet care duties which includes Pop-in-Checks.

• It is expressly agreed that this is NOT a tenancy relationship and is excluded from the Residential Tenancies Act 1986.
• Pup & Go staff are invited guests with no right of exclusive possession.

2.3. Staff Substitution

Pup & Go reserves the right to substitute the assigned sitter with another qualified staff member in the event of illness, injury, or unavoidable unavailability.

3. SCOPE OF SERVICES & ANCILLARY CARE

3.1. Nature of Service

Pup & Go agrees to provide in-home pet care services, including feeding, toileting, companionship, and walking as agreed.

3.2. Premium Ancillary Services (House Sitting)

In addition to pet care, House Sitting bookings include the following home-care tasks at no extra cost:

• Mail: Collection and secure placement of mail/parcels.
• Bins: Putting out and retrieving council bins on the designated collection day.
• Plants: Basic watering of indoor and patio plants (as instructed).
• Security: Cycling of lights/curtains to give the home a "lived-in" appearance.

4. ACCESS, KEYS & SECURITY

4.1. Key Management (Privacy Act 2020)

• If keys are provided, they will be coded anonymously using a unique alphanumeric tag (no addresses attached) and stored securely when not in use.
• If a lockbox is used, the Client must ensure the code is current.
• Pup & Go accepts no liability for keys hidden on the property (e.g., "under the mat") by the Client.

4.2. Alarm Systems & Third Parties

• The Client must provide clear instructions for security systems, including any "verbal password" required by the monitoring company to cancel a false alarm.
• To ensure security and insurance compliance, no unauthorised visitors are permitted in the home while the sitter is present. The Client must inform Pup & Go of any other individuals (cleaners, tradespeople) accessing the property.

4.3. Cameras & Surveillance

The Client must disclose the presence of any internal security cameras or "nanny cams."

• Cameras in private areas (bedrooms, bathrooms, or areas where the sitter sleeps) must be disabled or covered during overnight stays.

5. HEALTH & SAFETY (HAZARD DISCLOSURE)

5.1. Health and Safety at Work Act 2015

The Client acknowledges that their residence becomes a Workplace for Pup & Go staff under the HSWA.

• The Client must disclose any known hazards on the property (e.g., loose floorboards, exposed wiring, slippery steps, aggressive neighbours, or hazardous substances).
• Pup & Go reserves the right to refuse entry if the property is deemed unsafe.

6. INSURANCE & PROPERTY CARE

6.1. Insurance Notification

• The Client is responsible for ensuring their Home & Contents Insurance policy covers the property while a pet sitter is present.
• The Client confirms that the presence of a Pup & Go sitter does not invalidate their insurance coverage (specifically regarding "unoccupied home" clauses).
• The Client indemnifies Pup & Go against any claim, loss, or expense arising from damage to the Client's property caused by the Dog during in-home Services. The Client further acknowledges that engaging with Pup & Go to provide in-home Services may affect the Client's home or contents insurance policy, and accepts full responsibility for notifying their insurer accordingly. Pup & Go accepts no liability for any reduction in coverage, declined claims, or policy changes arising from the provision of in-home Services.

6.2. Reasonable Use & Damage

• The Client agrees to allow the sitter reasonable use of household amenities (kitchen, Wi-Fi, heating) during overnight stays.
• Pup & Go is not liable for damage attributed to pre-existing household conditions (e.g., leaking taps, old appliances) or damage caused by the pet in the owner's absence.

7. EMERGENCIES (VETERINARY & CIVIL)

7.1. Veterinary Proxy & Information Release

If a pet emergency occurs and the Client cannot be reached, the Client authorises Pup & Go to act as a Veterinary Proxy.

• Pup & Go is authorised to transport the pet to a veterinary clinic and consent to life-saving treatment up to the Emergency Spend Limit.
• The Client authorizes the treating Veterinarian to release immediate clinical findings to Pup & Go regarding the cause of the incident, specifically to clarify whether the condition was trauma-induced or medical in nature.
• The Client agrees to reimburse all veterinary costs within 7 days.

7.2. Household Emergencies

• In the event of a household emergency (e.g., burst pipe, power outage), the Client authorises Pup & Go to engage a qualified tradesperson to secure the property if the Client cannot be contacted.

7.3. Civil Defence & Natural Disasters

• In the event of a natural disaster (e.g., earthquake, flood, Port Hills fire) or Civil Defence emergency, Pup & Go staff are authorised to take whatever action is deemed necessary for human and animal safety, including evacuation. Pup & Go is not liable for service interruptions caused by Force Majeure events.

8. FINANCIAL TERMS, CANCELLATIONS & REFUND POLICY

8.1. Payment Terms

• All rates are exclusive of GST.

8.1.1. Subscriber Clients

• Billing is processed on a recurring monthly cycle.
• Payment is strictly due within 7 days of the invoice being issued.
• Failure to pay within terms may result in a suspension of services.

8.1.2. Casual Clients

• Casual bookings will be invoiced upon confirmation.
• Full payment must be cleared within 7 days of invoicing or three (3) days prior to the commencement of service, whichever comes first.
• For Casual Overnight House Sitting, a 50% non-refundable deposit is required at the time of booking.

8.2. Cancellation Policy

8.2.1. Casual Client

• 24+ Hours’ Notice: At the discretion of Pup & Go, the visit can be rescheduled, or a full Refund provided.
• Less than 24 Hours’ Notice: The fee may be charged in full, at the discretion of Pup & Go.
• No-Shows: Full fee charged (e.g., if we arrive and the pet is not available, or access is denied).
• Provider Cancellation: If Pup & Go cancels, a full refund is provided, or the visit can be rescheduled.

8.2.2. Subscriber

• 12+ Hours’ Notice: the visits can be cancelled or rescheduled for a full refund or Credit
• Less than 12 hours’ notice: fees may be charged in full, at the discretion of Pup & Go
• No-Shows: Full fee charged (e.g., if we arrive and the pet is not available or access is denied).
• Provider Cancellation: If Pup & Go cancels, a full refund or credit is provided, or the visit can be rescheduled.

Subscribers benefit from priority scheduling and discounted rates. To manage staff availability, cancellations for Credit are limited based on subscription frequency.

8.2.3. Overnight House Sitting

• 4+ days’ notice: Balance is not charged. The Deposit is retained as Credit.
• 7 to 14 days’ notice: Deposit retained. Balance waived.
• Less than 7 days’ notice: 100% of the total booking fee is charged.

8.3. Refund Policy & Account Credits

8.3.1. Default Remedy: Credit

To ensure administrative efficiency and continuity of service, Pup & Go operates a Credit preferred policy.

• Where a refund or remedy is due under these terms, this will be provided as a Credit.
• Credits are automatically deducted from subsequent invoices. Credits are not exchangeable for cash except where required by law.
• Short Notice: Where notice is provided less than the required timeframe, no credit is applicable.
• Subscribers: Credits for approved cancellations will be applied to the Client's account ledger to offset future invoices.

8.3.2. Refunds or Credit for Service Failure

Under the Consumer Guarantees Act 1993 (CGA), we guarantee our services will be performed with reasonable care and skill.

• Minor Issues: If a failure is minor, we will remedy it or provide a partial Credit or Refund to Subscribers or partial refund to Casual Clients.
• Serious Issue: Clients are entitled to cancel the service and receive a full refund (cash or credit at the Client's election) for the affected booking.
• The determination of serious issue and/or minor issue is at the sole discretion of Pup & Go.

8.3.3. Refunds for Cancellations

Refund eligibility for client-initiated cancellations is determined strictly by the Notice Periods set out in Term 8.2.

8.3.4. Exclusions

• Latent Conditions: Refunds/Credits are not provided for medical events caused by pre-existing or undiagnosed conditions that manifest during our care.
• Force Majeure: While Pup & Go will credit the specific service fee for visits cancelled due to extreme weather or Civil Defence emergencies, we are not liable for consequential losses (e.g., missed flights).

9. LIABILITY & MEDICAL EXCLUSIONS

9.1. Latent & Undiagnosed Conditions

The Client acknowledges that some medical conditions (including but not limited to cardiac issues, seizures, or spinal disorders) may be asymptomatic and undetectable prior to the service. Pup & Go is not liable for the manifestation of any undiagnosed or latent medical condition that occurs during a visit or service, provided that the service was being delivered with reasonable care.

9.2. Definitive Cause

In the absence of evidence of negligence (e.g., physical trauma or heat exhaustion caused by the Staff Member), only the diagnosis of a licensed Veterinarian shall be accepted as the definitive cause of the incident.

10. AGREEMENT

By booking a Service, the Client confirms they have read, understood, and agreed to the Terms in this Service Schedule and any other relevant Terms & Conditions.