Terms and Conditions
Building a foundation of mutual trust
Before embarking on a delightful journey of entrusting us to take care of your beloved pets and cherished home, we invite you to read and familiarise yourself with our terms and conditions. These terms outline the rights, responsibilities, and expectations of both parties - you, our valued client, and us, the dedicated team at Whiskers and Wagging Tails. At Whiskers and Wagging Tails, our mission is to provide exceptional care for your furry companions and your home during your absence. Our terms and conditions have been carefully crafted to create a transparent and mutually beneficial relationship, allowing us to serve you with the utmost professionalism, dedication, and respect. We understand that each pet and home is unique, and our commitment to personalised service is at the core of everything we do. By engaging our services, you are not only placing your trust in our hands but also becoming a part of the Whiskers and Wagging Tails family.
Please take a moment to review the following terms and conditions before proceeding. If you have any questions or require further clarification, our team is here to assist you. We greatly appreciate your decision to choose Whiskers and Wagging Tails, and we look forward to creating wonderful memories together as we care for your pets and home.
1. Service Agreement:
By engaging Whiskers and Wagging Tails for house and pet-sitting services, you agree to the terms and conditions outlined below. These terms form a legally binding agreement between you (the client) and us (Whiskers and Wagging Tails).
2. Reservations and Deposits:
A non-refundable deposit is required to secure your reservation. This is equal to 30% of your confirmed package. The remaining balance is due no later than 10 days after the end of the house and pet-sitting service rendered (or the invoice date specified once received). Changes to dates and services are subject to availability and may incur additional fees.
3. Cancellation Policy:
Cancellations made 2 days prior to the scheduled start date will forfeit the non-refundable deposit. Cancellations made within a day of the start date will be charged a 20% rate of agreed upon price.
4. Pet Information:
You agree to provide accurate and detailed information about your pets, including medical history, dietary preferences, and behavioural traits. Whiskers and Wagging Tails will not be held responsible for any issues arising from inaccurate or incomplete information.
5. House Access:
You will provide Whiskers and Wagging Tails with access to your home, including keys, security codes, and instructions for alarms or locks. We will take reasonable precautions to safeguard your property, but we are not liable for any damage or theft.
6. Emergency Situations:
In the event of a pet's illness or emergency, we will make every effort to contact you and follow your specified instructions. If we are unable to reach you, we have the authority to seek veterinary care on your behalf and you agree to be responsible for any associated costs. We will take them to your preferred vet if it occurs during their available hours, but in case of an emergency we will take them to the closest 24/7 veterinary. Additional costs may occur if this is outside of 5km from your home.
7. Liability:
Whiskers and Wagging Tails will not be liable for any injuries, damages, losses, or claims resulting from the actions of your pets, third parties, or unforeseen events during the house and pet-sitting period.
8. Indemnification:
You agree to indemnify and hold harmless Whiskers and Wagging Tails, its employees, and agents, from any claims, liabilities, damages, or expenses arising out of the house and pet-sitting services.
9. Photography and Communication:
You consent to Whiskers and Wagging Tails taking photos of your pets for feedback to you during our stay unless otherwise specified. We will first ask for consent before using images on external platforms (including but not limited to social media and the website) to ensure your safety stays top priority.
10. Privacy and Confidentiality:
Whiskers and Wagging Tails will respect your privacy and treat all information provided as confidential.
11. Package customisation policies
In the overnight package (also known as the Diamond package) you will be charged an additional day fee of R200 if you return after 12 noon with the expectation for us to remain at your home until you arrive. Additional costs for medicine routines, walking routines, training school attendance and other requirements will be applied, but agreed upon before your travels. Whiskers and Wagging Tails charge AA rates for any pet (or house) related travel. If you are based outside of the Johannesburg area, we will also charge an additional travel fee (please note this is also only available for overnight stays in the Diamond package). If you are more than one household combining pets in one location, the package will be worked out at a rate of 1,5 of the chosen package (with customisation adjustments). Please note all our packages are limited to 5 pets. Any additional pets will be charged at R50 per pet per day.
12. Dispute Resolution:
Any disputes arising from these terms and conditions will be subject to mediation and arbitration in accordance with [applicable laws].
By confirming your booking with Whiskers and Wagging Tails, you acknowledge that you have read, understood, and agree to these terms and conditions.