Services

Terms and Conditions

Introduction

Thank you for purchasing a service offered by Fetch and Meow Pty Ltd ACN 604 783 502 (“which for the remainder of these terms, we will be called F&M”). By purchasing any service that we offer, you agree to be bound by these terms under the laws of Western Australia and the Commonwealth of Australia. Please therefore read these terms carefully.

We reserve the right to amend these terms at any time. If we do so we will notify you. If you then purchase a service from us, or do not cancel any existing order within 48 hours, you will be taken to have agreed to be bound by the amended terms.

Our Service Packages

The service that you and your pet receive depends on which of our F&M service packages you select;
If you purchase our Pack Adventure package, on each day for which you order the package we will take your dog/s out of your house to a suitable location; such as a dog friendly park, beach or recreation area; and provide your dog/s with attention, exercise, play and socialisation, as per your request. The amount of recreation time will be approximately one hour. Your dog will enjoy this time with up to four other dogs. You must only order this package if your dog/s are social, and by ordering this package, you agree to indemnify us against any damage that your dog causes to other dogs, and release us in relation to any damage or injury that your dog or dog/s suffer/s as a result of another animal in our care;
If you purchase our Family Adventure package, we will provide the same service as set out in clause 2, except that our pet carer will only be looking after your dogs; which includes up to three dogs from the same family and location; while providing this service;
If you purchase our Solo Adventure package, we will provide the same service as set out in clauses 2, except that your dog will not be accompanied by any other dog and there will be an opportunity to focus on training reinforcement, as per your request;
If you purchase our Adventure+Care package, we will provide the same service as set out in clauses 2, except that your dog will not be accompanied by any other dog and there will be an opportunity to focus on training reinforcement, as per your request. When we return your dog to your home, we will also provide your pet/s with fresh food and water. All pet food, toys and cleaning supplies are to be provided by the pet owner;
If you purchase our Essential Care package, we will visit your home and provide your pet/s with fresh food and water, clean any litter boxes as necessary, and provide your pet/s with as much attention as is possible in approximately 30 minutes. All pet food, toys and cleaning supplies are to be provided by the pet owner;
If you purchase our Companion Care package we will visit your home and provide your pet/s with fresh food and water, clean any litter boxes as necessary, and provide your pets with as much human attention, including play, affection and reassurance as is possible, as well as training reinforcement if requested, in approximately 60 minutes. All pet food, toys and cleaning supplies are to be provided by the Pet Owner;
If you purchase our Pet Taxi One Way package, we will transport your pet/s from one address to another as per your directions;
If you purchase our Pet Taxi Return package, we will transport your pet/s from one address to another, and back again, as per your directions. This is a same-day service; and
If you purchase our Vet Visit package, we will take your pet from your home to a veterinarian of your choosing, within our service area, and return your pet to your home. We will notify you as the Pet Owner of any immediate or urgent action required, by phone in the first instance. We will also email a vet report to you within 4 hours of the Vet Visit. The veterinarian appointment must be made by the Pet Owner in advance of providing the Vet Visit service, and payment for all fees and expenses associated with the veterinarian appointment are to be arranged by the Pet Owner.

Pet Profile and Booking Specifics

The Pet Owner accepts responsibility for ensuring all information in the booking process, including Client Information, Pet Profile and Booking Specifics is up to date and accurate prior to the commencement of the Service Period.

Payment

All payments for this service must be made to F&M. Pet Carers are not able to accept any money from Pet Owners.
We require you to pay for all occasional services (with a defined start and end date) up front and in full. If you fail to do so, we are not obligated to provide the service.
If you order a service from us on an ongoing basis (being at a regular time and on a regular day for more than one month) you will need to pay the first two weeks up front and in full, one week prior to the commencement of the ongoing booking, and then on or before the first weekday in advance of each later week. If you fail to do so, or you do not pay in full, we are not obligated to provide the relevant service.

Cancellation Policy

If you purchase a service from us and then cancel that service within one week of the date on which that service was to be provided, you will be liable to pay our fee in full. If you are an ongoing client and wish to no longer receive the service we provide, or you wish to suspend the service, you must notify us at least one week in advance.

Inclement Weather

If you purchase a service which we reasonably consider that we are unable to deliver due to inclement weather or other occurrence beyond our control, we will not be liable to you except to refund or credit that part of the Fee which corresponds to that particular Service on that particular day or at that particular time.

Provision of Key

For us to provide a service to you, you must provide us with all keys that we will need to collect and drop off your pet/s. By doing so, you warrant that you are legally permitted to provide us with the key and have the right to authorise us to visit each relevant property. You further agree to indemnify us against any loss or damage that we incur as a result of you breaching this clause.

Provision of Supplies

You agree to provide us with any products such as food or medicine that we are required to give to your pet, and with a litter box if necessary. In the event that such supplies are not provided, you agree that we may provide them and that you will promptly pay us for those products on presentation of an invoice from us to you.

Allergies and Forbidden Products

If you are aware that your pet has a particular allergy or is prohibited from doing a particular activity or consuming a particular product you must inform us prior to us providing any service and release and indemnify us in relation to any damage if you fail to do so.

Pet Behaviour and Training

By purchasing any service from F&M, you warrant that your pet is appropriately trained and will not pose a danger to us or any other pet or person that we are likely to encounter in providing the service. You indemnify us against any damage caused by your pet whether to us, itself or any other person or animal, and irrevocably release us in relation to any damage that we cause to your property or pet, or which your pet causes while in our control and care, except to the extent that such damage is caused by our wilful or negligent act or omission.
If you purchase a Pack Adventure package from us you also warrant that your pet will not at any time pose a threat to any other dog while in our care.

Emergencies

If your pet is in our care and we consider that it requires medical attention we will endeavour to contact you and advise of estimated costs of that attention and seek instructions. Nevertheless, in such circumstances you appoint us to act as your agent in relation to your pet’s medical care and and any associated costs. You agree that if necessary, we may incur vet costs to secure the welfare of your pet, and that you will pay those costs directly to the vet, and if this is not possible, reimburse us if we do so.

Authority for Emergency Contacts

We will make all reasonable attempts to contact the Pet Owner should it be required under any clause of this agreement or for any other reason in relation to this agreement. In the event that we cannot contact the Pet Owner, the Pet Owner authorises their Emergency Contact and, failing that any subsequent person nominated by the Pet Owner to make any and all decisions relating to this agreement on their behalf.

Agent exclusivity

The Pet Owner agrees not to privately approach any Pet Carer in relation to performing any in-home pet services or dog-walking services. Should the Pet Owner contact or solicit any Pet Carer who is in the employment of, or has been in the employment of F&M or who they are aware is a client of F&M, the Pet Owner shall be liable in damages for any loss suffered by F&M.

Security of payment

F&M will endeavour to ensure that your payment details, and any other personal information that you provide are held securely. However, you agree to release us from all liability in relation to any failure to properly secure such information.

Disclaimer

To the maximum extent permitted by law, you agree to waive all claims against us. Where the law prohibits you from waiving all liability against us, you agree that we are only liable to the minimum extent required. You also agree that if a party brings a claim against you as a result of the act of your pet, you will not join us as a party to that claim.

General

You agree that if any clause in these terms is deemed illegal, it will be discarded, but the rest of the terms will continue to operate;
You acknowledge that these terms are governed by the laws of Western Australia;
You agree that if we are unable to provide a service such as due to the illness of a carer or other reason beyond our reasonable control, you will not demand any compensation other than a refund of payment for the service that was to be provided that day.