Lonely Pets Club - Terms and Conditions

Pet sitting & dog walking, Melbourne

Our Terms








We accept

Please note that the Terms and Conditions below are current and supercede corresponding Terms and Conditions appearing on the back of our Registration Forms.
Booking Conditions and Payment Terms
•	All bookings, cancellations, date changes and refund queries are to be made through head office on 1300 283 353 (1300 CUDDLE) during business hours.
•	No bookings, booking changes or monies will be accepted by Lonely Pets Club Carers.
•	Full payment for all bookings is required at the time of making the booking. Only once full payment has been received by Lonely Pets Club and a confirmation email has been received by the client, is the booking confirmed.
•	For our regular dog walking service, the first 7 visits are payable in advance. After this, we will invoice you monthly in arrears.
•	Before your first booking starts, a Lonely Pets Club carer will visit your home to introduce themselves, meet your pets, obtain all relevant job details and collect any keys required. This "Initial Visit" is a FREE service. If any subsequent visits are required (to collect/drop off keys or to meet a new LPC Carer), then our minimum call out fee will apply.
•	As part of the booking process, Lonely Pets Club will email you a confirmation of your booking details. It is your responsibility to check that the booking details are correct and to let us know if they are not. If you are unable to provide Lonely Pets Club with an email address, or if you do not let us know if the details are incorrect, Lonely Pets Club will not be responsible for any errors which may occur.
•	Lonely Pets Club recommends at least one pet care visit each day while you are away. If you have not chosen for Lonely Pets Club to visit every day (eg you have selected alternate day visits), you acknowledge that there is an increased likelihood of: Your pets' water supplies running out or becoming dirty. Food supplies running out in between visits. Kitty litter trays becoming more soiled than usual. Your pets showing signs of stress. External factors affecting your property/premises/pets which are out of Lonely Pets Club's control.
•	Our minimum callout is 30 minutes (excluding Drop Ins, which are 'up to 30 minutes'). This time begins when we arrive at your property/house. For Walkies visits, it is a 30 minute service, not a 30 minute walk. Any time spent gaining access to your property/house or putting a lead/harness on your dog/s, is included in this 30 minute timeframe.
•	Lonely Pets Club reserves the right to turn down any booking (with full refund) when we feel our service is unsuitable. Possible reasons are to protect the safety of our carers if an animal appears to be aggressive, or if we are concerned for the animal's welfare due to its living conditions. For guidelines on suitable living conditions for your pet, please visit the RSPCA's website www.rspca.org.au and see their Animals Charter.
Payment Options
•	Master Card, Visa: Phone 1300 CUDDLE / 1300 283 353.
•	Cash (in person at head office).
•	Cheque or money order mailed to Lonely Pets Club, PO Box 1042, Brunswick, VIC, 3056.
Booking Cancellations
•	Outside peak periods, all bookings under $500 have a booking cancellation fee of $25. Bookings over $500 have a cancellation fee of 5%. (See below for Peak Periods.)
•	Regular dog walking bookings incur a booking cancellation fee of $25, if cancelled before 7 walks have occurred. There is no cancellation fee for regular dog walking after the first 7 walks have occurred.
•	Upon your notification to cease your dog walking, we will debit your supplied credit card to finalise any unpaid dog walks.
Booking Date Changes
•	Any money that has been paid for dates rescheduled with less than 2 days notice, will be forfeited. Any new dates added to the booking will be charged accordingly.
•	Date changes with more than 2 days notice can be made readily, as required, subject to availability.
Please note: the above scenarios are based on 2 days notice being Today and Tomorrow. Date change example - Say you arrive home 3 days earlier than planned and cancel our services for the last 3 days of the booking. Once you notify us, you will forfeit the money paid for the next 2 days of pet care, and the money you have paid for the third day of pet care will remain as credit for future bookings, or refunded.
Peak Period Bookings
Christmas - 15th December to 15th January
•	There is a minimum booking charge of $100 for all bookings with two or more dates falling within the Christmas period.
•	Full payment is required at the time of booking.
•	Cancellations and date changes -
	• All monies will be forfeited on any cancellations or date changes made during the peak period to visits falling within the Christmas peak period.
•	Peak period surcharge applies to every visit falling within the Christmas peak periods, except for regular clients holding an ongoing booking.
•	No discounted rates apply, except for regular clients holding an ongoing booking.
•	All peak period bookings must be for at least one visit per day - for example, no alternate day bookings will be accepted. Regular clients holding an ongoing booking are an exception to this rule.
Easter - dates differ each year, please refer to LPC office
•	Full payment is required at time of booking.
•	Cancellations and date changes -
	• A $50 cancellation fee (or full booking value if booking value is less than $50) applies to any cancelled Easter booking.
•	All money will be forfeited on any date changes made to visits falling within the Easter peak period.
•	No discounted rates apply, except for regular clients holding an ongoing booking.
•	Peak period surcharge applies to every visit falling within the Easter peak period, except for regular clients holding an ongoing booking.
Other Peak Periods (surrounding public holidays - see Services page for details)
•	Standard cancellation fee and terms apply.
Travel Surcharges
May apply to bookings accepted outside a carer’s area, when agreed to by the client.
Unforeseen Circumstances While every effort is made to ensure that the same LPC Carer is responsible for your entire booking, occasions may arise whereby another LPC Carer is called upon to care for your pets. This may be due to, but not limited to, sickness, injury, transportation or logistical reasons. A change in Carer is made at Lonely Pets Club's discretion and may occur without notice.
Pet Tag System Lonely Pets Club provides a free, unique pet tag ID system, with each and every client booking confirmation email. This can enable LPC to quickly and easily identify any pet found to be at large and assists us in being able to return your pet/s safely to you. This will not only give you greater peace of mind, but could also save you money from having to retrieve your pet/s from the pound. Please understand that if our office is unattended (eg weekends, public holidays and after normal working hours), there will be a delay in us being able to identify any lost pets.
The pet owner provides the following acknowledgements, authorizations and representations and takes all responsibility for and fully indemnifies Lonely Pets Club (LPC) in respect of the following matters as conditions precedent to LPC entering into a contractual relationship for the provision of services relating to pet care in the following terms:
ACKNOWLEDGEMENTS, AUTHORIZATIONS AND REPRESENTATIONS 1. You are the owner of the pet/s appearing on your booking confirmation and you are the owner or legal occupant of the property at which the pet/s is/are housed. 2. You have fully disclosed to LPC all relevant details as to emergency contacts, veterinary contacts, the pet/s’ vices, likes and dislikes, behavioural issues, health and medical information sufficient to enable LPC to provide a high standard of care being that of a caring and prudent pet owner. (Verbal discussions with Carer at any stage, do not form part of the contract unless content appears on your Booking Confirmation). You authorize LPC to deal with any unforeseen or emergency circumstances using its own discretion at your expense (and without reference to you where you have failed to provide LPC with effective emergency and/or veterinary contact details), including temporary relocation of your pet/s if considered prudent. 3. The pet/s does/do not have any disease or health condition which may be transmittable. 4. You acknowledge that certain pets, in some situations, can become stressed, due to your absence. LPC will not be responsible for any property damage that may occur whatsoever, due to the way your pet/s may react to this stress. You also accept that pet excrement may go undetected if it is located in an area of your house/ property, which is not immediately obvious. 5. You acknowledge that unforeseen circumstances may arise which may, in the interest of your pet/s’ well being, cause additional time to be spent and expenses incurred by LPC attending to such issues. 6. You hereby authorize LPC to obtain veterinary advice or treatment from your nominated vet or if not readily available, an alternative vet for your pet/s, at your expense, if considered necessary or prudent by LPC. 7. You hereby authorize LPC to gain access to your property for the purposes specified in this contract and if considered necessary by LPC for the well being of your pet/s to employ a locksmith at your expense, to gain access. 8. You acknowledge that LPC is not responsible for the security of the premises or for any loss or damage resulting from inadequate, breached or failed security. 9. You acknowledge that LPC reserves the right to decline your booking, or withdraw its service (at any stage), if in the opinion of LPC, inadequate provisions are made by you for the health, safety and maintenance of your pet/s, or circumstances exist which may cause any safety risk to LPC Carers. In the case of service being withdrawn after commencement, you acknowledge that following notification to either you or your nominated emergency contact and the refund of any unexpended monies paid, responsibility for the care of your pet/s reverts to you or your nominated (non veterinary) emergency contact. 10. You acknowledge that these conditions are subject to change and that you have read and accepted the current and updated terms and conditions which appear on our website www.lonelypetsclub.com.au. 11. You acknowledge that every time you use the services of LPC in the future, the terms and conditions appearing on the website at that time must be read and acknowledged together with the terms contained in the registration form and booking confirmation as forming the contract between you and LPC, provided that in the event of any inconsistency in the contents of such documents, these terms and conditions shall prevail. 12. You acknowledge that due to LPC operational reasons or for any unforeseen circumstances, occasions may arise whereby LPC cannot strictly adhere to ‘time specific’ requests. 13. You acknowledge that a change in LPC Carer may occur without notice and is done so at the discretion of LPC management. 14. You hereby authorize LPC to pay an amount up to $500.00 (in addition to the agreed pet care rates) from your credit card facility towards any necessary Veterinary, Locksmith, Pound retrieval or animal supplies expenses, as they are incurred, in accordance with this contract. RESPONSIBILITIES AND INDEMNITIES You accept responsibility for and fully indemnify LPC, its employees, carers, agents and contractors against any claim whatsoever arising from or in relation to: 15. Providing a secure, safe and healthy environment for your pet/s to live in with adequate provision of shelter from the elements, food appropriately stored, water supply, stable and ample feeding dishes and medication for the time you are away. 16. Providing a safe working environment for LPC Carers. 17. Providing LPC with appropriate keys, access information, vet contact details and emergency contact details for every LPC booking. 18. The accuracy and sufficiency of information provided by you on the registration form and/or booking confirmation. 19. LPC’s management and control of your pet/s. 20. Any injury to any animal (including your pet/s) or person or damage to property during the time or arising out of the time that LPC has the care of your pet/s, whether or not LPC is gaining access to or departing from the premises, during the actual visiting times or otherwise on the days specified in the contract. 21. Any liability incurred by LPC or its Carers under the provisions of the Domestic (feral and nuisance) Animals Act or any other State, Federal, or Local Government legislation in relation to the ownership or control of your pet/s. 22. Additional expenses incurred on your behalf and payable on request to Veterinary Surgeons, Locksmiths and Animal Pounds in accordance with this contract including but not limited to the amount of $500.00 authorized for credit card payment on the registration form. 23. Payment of charges specified by LPC at the time of confirmation of your booking, together with additional charges, payable on request, for time spent by LPC and expenses incurred attending to unforeseen or emergency circumstances or otherwise in accordance with this contract.

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Pet sitting & dog walking, Melbourne

Our Terms

Booking Conditions and Payment Terms

Payment Options

Booking Cancellations

Booking Date Changes

Peak Period Bookings

Christmas - 15th December to 15th January

Easter - dates differ each year, please refer to LPC office

Other Peak Periods (surrounding public holidays - see Services page for details)

Travel Surcharges

Unforeseen Circumstances

Pet Tag System