Terms & Conditions

---

Grand Pet Care – Terms & Conditions

PET AND HOUSE SITTER, WALKING, GROOMING AND HOUSE VISIT TERMS AND CONDITIONS

Owners: Joseph Bland & Mark Gregory

Email: info@grandpetcare.com.au

Website: www.grandpetcare.com.au

These Terms and Conditions form a mutual agreement between the Pet Owner/Client (“Client”) and Grand Pet Care (GPC), and are deemed accepted upon confirmation of a Pet Care Services booking. Confirmation may be provided via signature, email, text message, or WhatsApp message, provided both parties agree.

Definitions

       · All references to Grand Pet Care (GPC) means GPC.

       · All references to pet carers/sitters/walkers refer to members of GPC

       · All references to clients or pet owners refer to service users

Fees are calculated per visit, per walk or per night (or per day for daytime services) beginning from the sitter’s arrival on the first day to departure on the final day. Additional charges may apply for half-days or part-day stays. The total fee is outlined in the quotation and confirmed online, via email or message.

• First-time Clients are required to pay 100% of the total booking fee upfront to confirm their booking.
• Returning Clients after completion of successful on-time payment of 3 bookings are required to pay a 50% deposit at the time of 4th booking onwards, with the remaining balance due upon completion of the service.
• All payments must be made via credit card or bank transfer, unless otherwise agreed upon.
• Bookings are only considered confirmed upon receipt of the required payment into our account.
• Clients must verify the accuracy of booking requests and request any changes. If any changes are made less than two (2) days before the service starts, a last-minute booking fee of $30 will be added on. E.g., advising requirement of 24/7 or solo care or reduced duration time for walks such as 15 minutes down from standard 30 minutes.

Booking & Admin Fee: Up to 10% booking and administration fee will be applied to the total cost of each booking to cover insurance, administrative handling, and subscription to the platform.

Seasonal Surcharge: A 20% surcharge applies to each day of service during peak periods, including:

• 8th December to 3rd January
• The four days before Easter Friday
• Easter Friday to Easter Monday
• The seven days after Easter Monday
• School holidays

Public Holiday Surcharge: A 30% surcharge applies to each day of service during peak periods, including:

• New Years Day - 1st January
• Australia Day - 26st January
• Easter Friday
• Easter Saturday
• Easter Sunday
• Easter Monday
• Anzac Day - 25th April
• Labour Day -  5th May
• Royal Queensland Show
• Gold Coast Show
• King’s Birthday - 6th October
• Christmas Eve - 24th December
• Christmas Day - 25th December
• Boxing Day - 26th December
• New Years Eve - 31st December

Travel Fees: Travel costs will be charged at estimated $2.00 per kilometer, calculated as the round-trip distance from this sitter's base to the Client’s location. This cost will be quoted and agreed upon before confirmation.

24/7 Supervision, Solo, or Palliative Care Requests: For Clients who require the sitter to remain at the property 100% of the time without leaving for other bookings (e.g., meet and greets, pet walks or house visits), the booking will be charged at double the standard daily rate ($x2), this applies to bookings where the client requires us to not leave the pet or home from 0 to 6 hours.

Puppy Care: An additional surcharge applies for puppies under six months of age due to their higher care needs.

Out-of-the-Ordinary or Palliative Care: Additional charges will apply where care involves complex, palliative, or non-standard routines or health conditions.

Unexpected Cleaning Costs: In the event of toileting accidents, excessive shedding, or damage requiring additional cleaning, related costs will be invoiced after the service.

Grooming: Grooming services (upon request) include a bath, blow-dry, and brush only, using premium pet products exclusively.

Ad-hoc Charges: Any unexpected or additional charges (e.g., unanticipated care requirements, medical needs, or excessive cleaning) will be invoiced upon completion of the booking to ensure accuracy and fairness. These surcharges are applied per day for each applicable date.

Clients must provide sufficient food for the full duration of the booking, plus an extra 1–2 days to allow for unforeseen delays. Feeding instructions and dietary requirements must be clearly communicated in writing.

Clients are required to disclose, before booking, any behavioural issues, including but not limited to:

• Anxiety
• Aggression toward people or other animals
• Excessive barking or crying
• Pulling on leash or being untrained to walk on leash
• Additionally, all required medications must be disclosed.

Please note: Grand Pet Care does not administer injectable medications.

• Pets must be up-to-date with flea, tick, and worm treatments.
• Proof of treatment (with dates and products used) must be provided.
• Failure to disclose infestation risks may result in cancellation of services, with the full fee still payable.
• If fleas, ticks, or worms are discovered during the sit, the Client and emergency contact will be informed. Pets and the home will be treated at the Client’s expense. The Client will also be liable for any related treatments required in our home or another client’s home within 14 days following the booking.

All cats/dogs must be neutered or spayed, unless they are kept exclusively indoors. No animals should be in heat during the booking.

All dogs must wear a secure collar and an ID tag displaying the owner's current phone number.

All dogs require council registration to be advised to Grand Pet Care before booking.

All pets with microchip details to be provided to Grand Pet Care at time of booking.

If adequate identification or microchip details is provided, Grand Pet Care will not be held accountable, liable, or responsible for the injury, illness, loss, or death of free-roaming or escaped pet(s) with unassisted access to the outdoors, including but not limited to the use of pet doors or open yard access. No enclosure is completely secure, and it is the Client’s sole responsibility to pet-proof their home and property as well as ensure identification is secured both on or implanted within their pets.

Grand Pet Care is not liable or responsible for any pet(s) that escape, become lost, injured, or die when left unattended or given access to outdoor areas, or when contained within insufficient or insecure enclosures. This includes, but is not limited to, invisible fences, wood, chain link, or metal enclosures.

Additionally, Grand Pet Care reserves the right to refuse outdoor yard play or access if the environment is deemed unsafe for the pet(s) or Pet Sitter. This includes, but is not limited to, unstable fencing, unsanitary conditions, stagnant water, excessive animal waste, overgrown or hazardous vegetation, or dangerous objects left within the yard.

The home must be thoroughly cleaned before the sitter’s arrival, especially bathrooms, kitchens, and living areas.

• A clean, private spare bedroom must be provided, complete with fresh bedding, for the sitter’s exclusive use.
• No other guests should be staying in the home during the sit.
• All internal cameras must be turned off; if not, the sitter has the right to switch them off themselves.
• House sitters checklist must be completed by client prior to sitting to ensure the household is maintained to the clients expectations and recorded requests. Grand Pet Care will not be held liable for any lack of completion if this checklist is left incomplete, filled out incorrectly, missing from the home at the beginning of the sitting, illegible or remains undiscussed via written, message, voice or in-person prior to sitting.

Clients must provide detailed written instructions on:

• Feeding
• Toileting
• Medication
• Playtime routines
• Walks, routes, and activity preferences
• Favourite toys or comfort items
• Typical demeanour and behaviour when in a calm and un-heightened state

It is preferable that Dogs should be groomed around the bottom to prevent hygiene issues. Grand Pet Care is not responsible for:

• Cleaning pets post-toilet
• Cutting pet fur
• Cleaning pet messes from furniture or flooring
• Any accidents or damages will be reported, and we will follow Client instructions for cleanup. Additional charges may apply based on the complexity of cleaning required.

Clients must provide two sets of keys: one for immediate use and one as a spare, stored safely or with a trusted contact.

Alternatively, the client must provide sufficient access to property so as to not jeopardise the sitter should they inadvertently be locked out. For eg, at the end of a sit when a client has asked for keys to be locked inside the home.

An outside lock-box with code for key storage is preferable or a secure location with accompanying photographic instruction of where to find the key is another option.

No responsibility will be held by sitter or Grand Pet Care for any loss, damage or breakage of keys in our possession, or in any instant where the only copy of a key is provided to us.

Clients must provide all necessary pet items including (but not limited to): 

• Collars
• Harnesses
• Leads
• Food bowls
• Water bowls/dispensers
• Toys
• Beds and bedding
• Towels (for any necessary bathing or wet days)
• Pet carriers
• and any seasonal gear like cooling mats or coats.
• Gates
• Crates for training or restraint

Clients must disclose the presence of any cameras, both inside and outside the property, before booking commencement.

"All indoor cameras must be switched off during the booking."

No hidden cameras are permitted in bedrooms or bathrooms. Grand Pet Care reserves the right to cancel bookings if any surveillance compromises the sitter's privacy.

Clients must provide:

• Full vet contact details
• A carry/travel crate (if applicable)
• A contact person to provide transportation to and from the vet, or agree to cover transportation costs either by Grand Pet Care or use of alternative source of transport (e.g. taxi)

At least two emergency contacts must be provided. One must be authorised to make veterinary or life-decision choices on the Client’s behalf if the Client is unreachable and be available and notified (by the client) to be contactable during the entire duration of the sitting.

Should basic household items need replenishing during the sit, Grand Pet Care may purchase them. Receipts will be provided, and reimbursement will be required.

• Deposits are non-refundable if the Client cancels the booking within 14 days (2 weeks) of the service start date.
• If the Client cancels the booking more than 14 days (2 weeks) before the start date, 25% of the deposit will be retained as a cancellation fee, and the remainder will be refunded.
• Cancellations must be made in writing via email or cancelled via the booking platform and are only considered confirmed once acknowledged by Grand Pet Care.
• In the event that Grand Pet Care must cancel due to unforeseen circumstances, any deposit or payment received will be refunded in full.

While staying at your home for a pet sitting booking, Grand Pet Care requires the flexibility to be away from the property for up to 6 hours per day to accommodate other scheduled services, such as dog walks, meet & greets and house visits.

If your pets require round-the-clock care or a sitter present at the property 100% of the time, this must be requested in advance and will incur an additional fee equal to 100% of the standard daily rate (i.e., double the standard price).

Grand Pet Care will take every reasonable measure to care for your home and property during a pet sitting service. However:

• We are not responsible for any property damage caused by your pet(s) during the booking. This includes, but is not limited to, damage to furniture, flooring, personal belongings, gardens, or outdoor areas.
• Wear and tear or minor accidents (e.g., pet hair, small marks, water or food spills) are considered a normal part of pet care and are not the responsibility of Grand Pet Care.
• In the event of significant or unusual damage caused by a pet (e.g., destruction of furnishings, accidents requiring professional cleaning), the Client will be notified immediately and may be liable for associated repair or cleaning costs.
• Clients are encouraged to pet-proof areas of the home and communicate any off-limit zones or concerns before the service commences.

To ensure the safety, well-being, and enrichment of your pet(s) during any service, the Client agrees to provide all necessary and appropriate tools, equipment, and supplies, including but not limited to:

• Secure and well-fitted collars, harnesses, and leads
• Crates, gates, or playpens (if crate training or safe confinement is required)
• Chew toys and enrichment items to help reduce anxiety and promote mental stimulation
• Bedding, food and water bowls, towels, and any other daily essentials
• Any specialised gear required for walks or care routines (e.g., jackets, cooling mats, medication containers). 

Failure to provide adequate equipment may impact the quality or safety of the care supplied. Grand Pet Care reserves the right to decline or modify services if appropriate tools or safety measures are not in place.

Grand Pet Care reserves the right to take photographs and videos of your pet(s) during the course of any service for the purposes of:

• Providing pet care updates to the Client
• Use in marketing materials, including but not limited to social media platforms, website galleries, promotional content, and email newsletters.
  
  

By confirming your booking, you grant Grand Pet Care a royalty-free, perpetual, and irrevocable license to use, reproduce, and publish any such images or videos of your pet(s) for promotional purposes.

If you do not wish for your pet’s images to be used publicly, you must advise Grand Pet Care in writing at the time of booking confirmation.

Violation of these Terms & Conditions may result in immediate cancellation of services before or during the sit. In such cases, the full booking fee remains payable to Grand Pet Care, and any additional costs incurred will be invoiced to the Client.

Please note that this agreement does not fall under the distance selling or online consumer protection regulations.

At Grand Pet Care, we aim to provide reliable, consistent care for your pets. Wherever possible, your pet will be assigned a primary sitter or walker. In the event that your primary carer is unavailable, we have a trusted team of qualified professionals ready to step in, ensuring your pet’s care is never disrupted and you’re not left without support at short notice.

Client expressly gives Grand Pet Care the authority to employ a locksmith on their behalf and to promptly reimburse Grand Pet Care for all costs incurred in the event of a malfunction of the lock, keys, or automatic door opener.

This document gives Grand Pet Care and its representatives authorization to enter the Client’s listed address as needed to perform agreed-upon services.

Grand Pet Care is not liable for any loss or damage in the event of a burglary or other crime that should occur while under this contract.

Client agrees to properly secure the home prior to leaving the premises. Grand Pet Care will re-secure the home to the best of its ability at the end of each visit.

In the case of an emergency, inclement weather, or a natural disaster, the Client authorizes Grand Pet Care to use reasonable judgment for the care and well-being of the Client’s pet(s) and residence. Grand Pet Care will make reasonable efforts to maintain service during these conditions but reserves the right to adjust the schedule of service based on the sole discretion of the Pet Sitter.

Grand Pet Care is not responsible for any damages beyond the control of the Pet Sitter.

Right to Terminate Services

Grand Pet Care reserves the right to terminate this agreement at any time if, in our sole discretion, it is determined that a client’s pet(s) poses a risk to the health, safety, or well-being of itself, other pets, people, or the assigned carer.

If such concerns prevent us from safely providing care, Grand Pet Care will make every reasonable effort to contact the client to discuss alternative arrangements. Should the client be unreachable, the client authorizes Grand Pet Care to place the pet in a licensed boarding facility or kennel, with all associated costs and fees to be the client’s responsibility.

The Client authorises Joseph Bland & Mark Gregory of Grand Pet Care to seek veterinary treatment for their pet(s) in the event of illness or emergency.

In a life-threatening situation, Grand Pet Care will:

• Attempt to contact the Client and/or emergency contact
• Follow the instructions of the veterinarian if contact cannot be made

Grand Pet Care will take all reasonable precautions to protect the health, safety, and well-being of your pet(s) while in our care. However, Grand Pet Care cannot be held liable for any illness, injury, escape, loss, accident, or death of your pet(s) unless directly caused by negligence or willful misconduct on the part of Grand Pet Care.

The client represents and warrants that all pet(s) are currently vaccinated and compliant with all applicable local, state, and federal laws and regulations.

Grand Pet Care does not accept responsibility for euthanasia decisions. Such decisions lie solely with the Client, the emergency contact (if contactable), and the veterinarian.

The Client agrees to cover all costs arising from veterinary care and waives any claim against Grand Pet Care for illness or injury sustained by their pet(s).

Acceptance of Terms: By confirming a booking with Grand Pet Care, the Client acknowledges and agrees to these Terms & Conditions in full.

The Client authorises this contract to serve as valid approval for services, permitting Grand Pet Care to accept all future in-person, telephone, online, mail, or email reservations and to provide services without requiring additional signed contracts or written authorizations.

The terms of this document apply to all pets owned by the Client, including any new pets the Client acquires on or after the date these Terms of Service have been agreed to — whether during booking, in our Booking Request, Registration, or Meet and Greet forms.

Updated: Sunday 4th of May 2025