These policies form part of the Coastal Animal Care Client Handbook and Client Service Agreement. By confirming a booking, the Client acknowledges that they have read and accepted these policies.

2.1 Booking Policy

Bookings are accepted subject to availability and are confirmed only once:

  • The Meet & Greet (where required) has been completed.

  • All required client forms have been submitted.

  • The Client has accepted the quotation.

  • The 20% required deposit has been received.

  • The booking has been confirmed in writing by Coastal Animal Care.

Bookings are not guaranteed until written confirmation has been provided.

2.2 Meet & Greet Policy

A Meet & Greet is required for all new clients and may also be required for returning clients where:

  • there has been a significant period between bookings;

  • new pets have joined the household;

  • routines have changed significantly;

  • behavioural or medical circumstances have changed.

The Meet & Greet allows Coastal Animal Care to:

  • meet each pet;

  • assess temperament and handling requirements;

  • discuss routines;

  • review medication requirements;

  • inspect access arrangements;

  • identify potential safety risks.

Coastal Animal Care reserves the right to decline services if a booking is considered unsuitable or unsafe.

2.3 Payment Policy

Unless otherwise agreed in writing:

  • A 20% non-refundable deposit is required at the time of booking confirmation.

  • Bookings will not be confirmed until the deposit has been received.

  • The remaining 80% balance must be paid in full no later than seven (7) days prior to the commencement of your booking.

  • For bookings made within seven (7) days of the scheduled service, full payment is required at the time of booking.

  • If the remaining balance has not been received by the due date, Coastal Animal Care reserves the right to cancel the booking and make the reserved dates available to other clients.

  • Payments may be made via cash, bank transfer or other approved payment methods listed on invoices.

Outstanding accounts may result in future bookings being declined until payment has been received.

Any debt recovery costs reasonably incurred may be recoverable where permitted by law.

2.4 Cancellation & Refund Policy

Standard Bookings

Cancellations made more than 14 days before the booking:

  • Full refund of any payments made, minus the 20% non-refundable deposit;

  • Deposits may be transferred to a future booking date if cancellation occurs with more than 14 days' notice;

  • Transferable booking dates are subject to availability.

Cancellation between 7 and 14 days:

  • 50% of the booking fee is payable.

Cancellation within 7 days:

  • The full booking fee is payable.

Early Return Home

If a Client returns home earlier than scheduled, the remaining booked services are non-refundable unless otherwise agreed.

Service Provider Cancellation

If Coastal Animal Care must cancel due to illness, emergency or circumstances beyond reasonable control:

  • reasonable efforts will be made to arrange an alternative where possible; or

  • unused fees will be refunded.

2.5 Peak Period Policy

Peak periods include, but are not limited to:

  • Christmas

  • New Year

  • Easter

  • Queensland school holidays

  • Long weekends

  • Public holidays

During these periods:

  • A 20% public holiday surcharge applies

  • Minimum booking durations may apply.

  • Deposits may be non-refundable.

  • Limited availability means bookings should be secured well in advance.

2.6 Overnight Stay Policy

Overnight stays are designed to provide companionship and maintain your pet's normal routine.

Overnight care generally includes:

  • Evening feeding

  • Morning feeding

  • Fresh water

  • Medication (where agreed)

  • Toilet breaks

  • Home security checks

  • Daily updates

Unless otherwise agreed, pets may be left unattended for reasonable periods during the day while Coastal Animal Care attends other scheduled bookings and commitments.

Clients will be advised of the expected maximum time their pets may be left alone.

2.7 Dog Walking Policy

Every walk is tailored to the individual needs of each dog.

Walks may be modified or cancelled due to:

  • extreme heat;

  • storms;

  • flooding;

  • poor air quality;

  • injury;

  • illness;

  • unsafe behaviour.

Dogs will remain on lead unless:

  • specifically authorised by the Client; and

  • the area legally permits off-lead exercise; and

  • Coastal Animal Care considers it safe.

2.8 Medication Policy

Medication will only be administered where:

  • written instructions have been provided;

  • medication is clearly labelled;

  • dosage instructions are understood.

Medication administration is recorded during each visit where applicable.

Injectable medications will only be administered where previously agreed and where the Service Provider is appropriately trained and comfortable to do so.

2.9 Veterinary Emergency Policy

If a pet becomes ill or injured:

  1. Coastal Animal Care will assess the situation.

  2. Reasonable attempts will be made to contact the Client.

  3. If immediate treatment is required, the nominated veterinarian or nearest suitable veterinary clinic may be contacted.

The welfare of the animal will always be the primary consideration.

2.10 Biosecurity & Disease Policy

For the protection of all animals in our care:

Clients must disclose:

  • infectious diseases;

  • recent exposure to contagious illnesses;

  • parasite infestations;

  • quarantine requirements.

Coastal Animal Care may refuse or postpone services where infectious disease poses an unacceptable risk.

Equipment will be cleaned and disinfected between bookings where appropriate.

2.11 Home Security Policy

During bookings, Coastal Animal Care will make reasonable efforts to maintain home security by:

  • locking doors and windows;

  • collecting mail where agreed;

  • rotating lights where requested;

  • reporting any suspicious activity.

Coastal Animal Care is not responsible for pre-existing security issues or third-party criminal activity beyond its reasonable control.

2.12 Key Handling Policy

All keys and access devices remain the property of the Client.

Client keys and access devices are stored securely.

Keys are identified using internal reference systems rather than personal identifying information wherever practical.

Keys will only be used for authorised bookings.

Lost keys will be reported to the Client as soon as reasonably practicable.

2.13 CCTV Policy

Clients are welcome to use external security cameras.

Internal cameras must be disclosed before the booking begins.

Recording devices must not monitor:

  • bedrooms used by Coastal Animal Care;

  • bathrooms;

  • any private area provided for overnight accommodation.

Failure to disclose internal surveillance may result in immediate cancellation of services.

2.14 Animal Welfare Policy

Coastal Animal Care is committed to providing care that prioritises:

  • physical health;

  • emotional wellbeing;

  • enrichment;

  • positive handling techniques;

  • low-stress interactions.

Physical punishment, intimidation or aversive handling methods will never be used.

2.15 Communication Policy

Clients will receive updates in accordance with the agreed booking arrangement.

Updates may include:

  • photographs;

  • videos;

  • written summaries;

  • medication confirmations;

  • behaviour observations.

Communication methods may include SMS, email or other agreed messaging platforms.

2.16 Severe Weather Policy

Queensland weather conditions can change rapidly.

Services may be modified where necessary due to:

  • cyclones;

  • flooding;

  • bushfire;

  • storms;

  • road closures;

  • extreme temperatures.

Any changes will prioritise the safety of both animals and the Service Provider.

2.17 Complaints Resolution Policy

Coastal Animal Care values feedback and aims to resolve concerns promptly and professionally.

Clients are encouraged to notify Coastal Animal Care as soon as possible if they are dissatisfied with any aspect of the service.

Complaints will be:

  • acknowledged promptly;

  • investigated fairly;

  • responded to respectfully;

  • resolved wherever reasonably possible.

2.18 Privacy & Confidentiality Policy

Client information remains confidential.

  • Personal information is used only for:

  • providing services;

  • maintaining business records;

  • legal compliance;

  • communication regarding bookings.

Information will not be shared with third parties unless:

  • required by law;

  • authorised by the Client; or

  • necessary to protect the health or safety of an animal or person.

2.19 Continuous Improvement

Coastal Animal Care regularly reviews its policies, procedures and business practices to ensure they reflect current animal welfare standards, industry best practice and applicable Australian legislation.

Updated policies may be issued from time to time, and the most recent version will apply to future bookings.


2. Policies