Dog walking terms and conditions

Pup & Go — Dog Walking Terms, Conditions & Service Regulations

Providing 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. All services are provided in accordance with New Zealand laws, including the Consumer Guarantees Act 1993 (CGA), Fair Trading Act 1986 (FTA), Animal Welfare Act 1999, and the Privacy Act 2020.

By booking any service, you acknowledge that you have read and agreed to the following Terms & Conditions.

1. General Responsibilities & Service Standards

1.1 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.

1.2 Client Responsibilities

Clients agree to:

• Provide accurate behavioural, medical, and emergency information
• Ensure their dog is ready for pickup at the scheduled time
• Provide safe access (personally or via lockbox/key arrangement)
• Keep dogs indoors or in a secure fenced area before pickup
• Ensure all equipment is safe and well fitted
• Keep vaccinations up to date and provide proof annually

Failure to disclose important information empowers Pup & Go to refuse service without refund.

2. Daily 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.

3. 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.

4. Late Fees & Missed Pickups

• If we cannot access your dog within 10 minutes of arrival, the visit 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.

5. Eligibility Requirements for Walks

To protect group safety, all dogs must:

• Complete an online intake form and in-person assessment
• Be non-reactive and safe around:
• other dogs
• people
• bikes, prams, scooters
• typical urban and suburban stimuli
• Not show aggression, severe anxiety, or resource guarding behaviour outside the home

Pup & Go may remove a dog from a walk if they show:

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

Dogs unsuited to group walks may be offered solo walks.

6. Age & Desexing Requirements

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

7. Vaccination Requirements

Mandatory vaccinations (per NZ veterinary standards):

• 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.

8. Dog Health & Welfare Requirements

Dogs must not attend walks if they 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 mobility or breathing

Additional rules:

• Dogs fed dry kibble should avoid meals 2–3 hours pre-walk.
• Any behavioural changes, allergies, wounds, or medication updates must be communicated.

9. Weather Policy: Rain, Heat, and Extreme Conditions

9.1 Light Rain

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

9.2 Heavy Rain, Severe Winds, or Storm Warnings

Walks may be:

• Shortened
• Adjusted for safety
• Converted to indoor enrichment or backyard exercise

9.3 Extreme Heat or Cold

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

9.4 Weather Conditions & Cancellations

Weather-Related Safety Policy

At Pup & Go, the safety and wellbeing of all dogs in our care is our highest priority. Walks may be modified, 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

Decision-Making Authority

The decision to proceed with, modify, shorten, or cancel a walk due to weather conditions rests solely with Pup & Go. 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.

Modifications Instead of Cancellation

Where possible and appropriate, we may offer alternatives, such as:

• A shortened walk
• A sheltered or low-exposure route
• A toilet break or enrichment visit instead of a full walk
• Rescheduling to a safer time or day

These alternatives will be considered on a case-by-case basis and are not guaranteed.

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.

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.

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.

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.

10. Safety & Equipment

All dogs must have:

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

Pup & Go uses:

• Secure leads
• GPS tracking for route summaries
• Safe group-matching protocols
• Professional handling techniques

11. Accidents, Injuries & Liability

11.1 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

11.2 Provider Liability

We accept liability for:

• Damage or loss caused by our negligence or breach of the CGA

We are not liable for:

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

12. 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: full credit or refund

13. 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 opt out during onboarding.

We do not show identifiable home details or sensitive information.

14. GPS Tracking & Walk Summaries

Every walk may include:

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

Subscribers may receive:

• Bonus photos
• Monthly progress notes
• Discount on home visit and house sitting

15. Emergencies

In emergencies:

• We 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 owner depending on the cause of the incident

16. Cancellations, Refunds & Credits

16.1 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

16.2 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

16.3 NZ Consumer Law Compliance

You are always entitled to a refund if:

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

17. Privacy & Data Handling

In line with the Privacy Act 2020, we collect only the information necessary to provide services.
We do not sell or share information except:

• With veterinary clinics in emergencies
• When legally required

18. Agreement

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