1. Terms & Conditions of Service

These terms and conditions 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 terms and conditions of service.

1.1 Definitions

In these Terms and Conditions:

  • Business means Coastal Animal Care.

  • Client means the owner or authorised guardian of the animal(s).

  • Service Provider means Coastal Animal Care and its authorised representatives.

  • Pet means any animal listed on the Booking Form.

  • Booking means the agreed period during which services will be provided.

  • Property means the Client's nominated residence or agreed service location.

1.2 Acceptance of Agreement

By confirming a booking, the Client acknowledges that they have:

  • read these Terms and Conditions;

  • provided accurate information;

  • accepted the pricing and policies;

  • authorised Coastal Animal Care to provide the requested services.

These Terms apply to all future bookings unless replaced by an updated version.

1.3 Scope of Services

Services may include:

  • Pet visits

  • House sitting

  • Overnight stays

  • Feeding and fresh water

  • Medication administration (where agreed)

  • Waste removal

  • Mail collection

  • Plant watering

  • Bin placement

  • Home security checks

  • Dog walking

  • Other services confirmed in writing.

  • Only services specifically confirmed in writing form part of the booking.

1.4 Booking Confirmation

A booking is confirmed only when:

  • availability has been confirmed;

  • the Client has accepted the quotation;

  • all required forms have been completed;

  • any required deposit has been paid.

Coastal Animal Care reserves the right to decline any booking.

1.5 Meet & Greet Requirement

An initial Meet & Greet may be required before accepting a new Client.

The purpose is to:

  • assess the suitability of the animals;

  • understand household routines;

  • discuss medical requirements;

  • review property access;

  • determine whether the booking can be safely accepted.

1.6 Client Responsibilities

The Client agrees to:

  • provide complete and accurate information regarding every animal;

  • disclose any medical conditions;

  • disclose any behavioural concerns;

  • disclose any previous aggression or bite history;

  • provide sufficient food and medication;

  • maintain safe collars, leads and harnesses;

  • ensure pets are legally owned and appropriately registered where required;

  • maintain current identification and microchip information where applicable;

  • provide emergency contact details;

  • provide veterinary contact details.

The Client warrants that all information supplied is true and complete.

1.7 Behaviour Disclosure

The Client must disclose any history of:

  • aggression;

  • biting;

  • resource guarding;

  • escape attempts;

  • excessive anxiety;

  • destructive behaviour;

  • reactivity toward people or other animals.

Failure to disclose relevant behavioural information may result in immediate termination of services without refund.

1.8 Animal Health

The Client confirms that, to the best of their knowledge:

  • pets are free from contagious diseases and parasites unless disclosed;

  • vaccinations comply with veterinary advice where appropriate;

  • all medical conditions have been disclosed;

  • medication instructions are accurate.

Coastal Animal Care may refuse services where an animal presents an unacceptable health or safety risk.

1.9 Medication Administration

Medication will be administered strictly in accordance with written instructions supplied by the Client.

The Client acknowledges that:

  • medication effectiveness cannot be guaranteed;

  • unforeseen medical complications may occur;

  • Coastal Animal Care is not responsible for treatment outcomes beyond its reasonable control.

1.10 Veterinary Treatment Authority

If Coastal Animal Care reasonably believes veterinary treatment is necessary:

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

  2. If the Client cannot be contacted, treatment may be authorised in the animal's best interests.

  3. The Client accepts responsibility for all veterinary, medication, transport and associated costs.

1.11 Emergencies

In the event of:

  • bushfire;

  • cyclone;

  • flooding;

  • storm damage;

  • power outage;

  • road closure;

  • evacuation order;

  • medical emergency;

Coastal Animal Care may alter normal routines where reasonably necessary to protect the safety of people and animals.

1.12 Access to Property

The Client authorises Coastal Animal Care to enter the Property for the duration of the booking.

The Client agrees to provide:

  • working keys;

  • alarm codes;

  • gate access;

  • security instructions;

  • emergency access information.

1.13 Security Cameras

External security cameras are acceptable.

The Client agrees to disclose all internal surveillance devices before the booking commences.

Recording devices must not monitor private sleeping or bathroom areas used by the Service Provider during overnight stays.

Undisclosed internal surveillance may result in immediate termination of services.

1.14 Dog Walking

Walks will be conducted having regard to:

  • weather;

  • temperature;

  • animal welfare;

  • age;

  • health;

  • behaviour;

  • environmental hazards.

Walks may be shortened, postponed or cancelled where conditions are unsafe.

1.15 House Care

Where agreed, Coastal Animal Care may:

  • collect mail;

  • water plants;

  • place bins out and return them;

  • rotate lights;

  • conduct basic security checks.

No maintenance or repair work is included unless specifically agreed.

1.16 Keys and Security

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

Coastal Animal Care will take reasonable care to safeguard keys but is not liable for losses arising from defective locks, existing security faults or circumstances beyond its reasonable control.

1.17 Payments

Unless otherwise agreed:

  • invoices are payable before services commence;

  • additional services requested during a booking will incur additional charges;

  • overdue accounts may incur reasonable debt recovery costs where permitted by law.

1.18 Cancellations

Cancellation terms are governed by the Coastal Animal Care Cancellation Policy, which forms part of this Agreement.

Peak periods may have separate cancellation conditions.

1.19 Limitation of Liability

To the maximum extent permitted by law, Coastal Animal Care is not liable for loss, damage, injury or expense arising from:

  • pre-existing illness;

  • undisclosed medical conditions;

  • undisclosed behavioural issues;

  • acts or omissions of third parties;

  • escape caused by defective fencing or containment;

  • acts of wildlife;

  • natural disasters;

  • severe weather;

  • events beyond reasonable control.

Nothing in this Agreement excludes or limits any rights that cannot legally be excluded under the Australian Consumer Law.

1.20 Property Damage

The Client remains responsible for damage caused by their animals unless directly caused by the negligence of Coastal Animal Care.

1.21 Force Majeure

Coastal Animal Care is not liable for delays or inability to perform services caused by events beyond reasonable control, including natural disasters, government restrictions, transport interruptions, utility failures or other emergency circumstances.

1.22 Privacy

Personal information is collected solely for:

  • providing services;

  • communicating with Clients;

  • maintaining business records;

  • complying with legal obligations.

Information will not be disclosed except where required by law or with the Client's consent.

1.23 Photography

Photographs taken during bookings may be used:

  • to provide updates to Clients; and

  • for marketing purposes where the Client has provided consent.

Clients may withdraw marketing consent at any time.

1.24 Governing Law

This Agreement is governed by the laws of Queensland, Australia.

Any dispute arising from these Terms shall be subject to the jurisdiction of the courts of Queensland.

1.25 Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

1.26 Entire Agreement

These Terms, together with the Booking Confirmation, Client Information Forms and incorporated policies, constitute the entire agreement between the Client and Coastal Animal Care.

No verbal statement or representation forms part of this Agreement unless confirmed in writing.

1.27 Acceptance

By signing the Client Service Agreement or confirming a booking electronically, the Client acknowledges that they have read, understood and agreed to these Terms and Conditions.