STANDARD REQUIREMENTS FOR ALL HAPPY TAILS CLIENTS

All HTDS clients (the dogs) must be at least eight (8) weeks old and their human guardian(s) must be at least eighteen (18) years old. Happy Tails does not restrict services by breed or desexing status. Dogs must be fully C5 vaccinated unless unable to be for age or other verified veterinary reasons; proof of C5 vaccination is required for Social Walking and Overnight Minding services, and failure to provide proof may result in cancellation or rescheduling of services. Solo/Duo Training Walks and Training Consultations do not require proof of C5 vaccination.

A Connect Form detailing your dog’s identification, training and management information, and your contact details must be completed and received by HTDS prior to any services being booked or occurring. Once we receive your form, a member of the HTDS team will contact you to arrange an Introduction/Meet & Greet; please note Meet & Greets are required for most services but are not necessary for Training Consultations as they are included at the begining of your Initial Training Session. Providing accurate, up-to-date information on the Connect Form ensures we can match the right staff, plan appropriate care or training, and maintain the safety and wellbeing of your dog.

Your Meet & Greet will help HTDS determine what help your dog needs in terms of discipline and structure, if any, before they will be approved for our Standard Social Walks. Some dogs may be approved during the Meet & Greet, others may not be as social and may need some Solo Training Walks and/or Training Consultations before they will be approved for Standard Social Walks. You will be well informed of where HTDS believes your dog is at in terms of socialisation and training and HTDS is committed to helping as many dogs as possible become social enough to be allowed on our Standard Social Walks.

CONNECT FORM

Connect Forms are a mandatory part of being a client of HTDS. All clients, regardless of what service(s) they require or how many, will need to fill out a Connect Form and submit it through our website (Squarespace) before any of these services can begin.

You agree to ensure that you will complete a Connect Form at the outset of our business relationship and you will be honest and upfront about any of your dog’s medical, behavioural condition(s) or any other condition(s), issue(s) or quirks that they may have.

In the case of clients who would like to start Overnight Minding services, HTDS will also require proof of valid C5 vaccination, trial services and for the dog’s owner to give us contact information for their nominated emergency contact before these services can begin.

MORE INFORMATION ABOUT EMERGENCY CONTACTS

SOCIAL MEDIA & COMPETITIONS

HTDS respects your right to request that photos of your dog, of which you do not approve, be removed. If a photo or video is posted to which you strongly object you can notify HTDS and that photo or video will be removed from HTDS social media, business website and/or any other related web pages.

ONLINE POSTING OF PHOTOS & VIDEOS

You agree to let anyone working or volunteering for HTDS take photos and/or videos of your dog that may be posted on the HTDS Facebook, Instagram, business website (thehappiestoftails.com.au) and/or any other related web pages. You also agree that these photos and/or videos may be published in HTDS future blogs and/or newsletters, and/or published in our Photography Galleries and made available for purchase.

PROMOTIONS & ADVERTISING

You agree to let HTDS use any photo(s) and/or video(s) of your dog for promotional and/or advertising purposes. You also agree to let HTDS submit photos and/or videos of your dog(s) as entries in competitions. HTDS will be the exclusive owner to the results and/or proceeds of such media.

PAYMENT INFORMATION

You agree to pay for your dog’s services (including Walking, Minding, Training, Grooming, Adventures, Photography and/or any other service with HTDS) in advance through our online bookings system, Acuity Scheduling. Payment on this system can be made with a credit or debit card or through any alternative payment method linked to your PayPal account. Please be aware that our services can fill up quickly and some may not be available at late notice.

HTDS recommends you book Standard Social Walks a minimum of fourteen (14) days prior to them occurring. Bookings close twenty four (24) hours prior to the scheduled service commencing. To book into these walks with less than 24 hours notice please contact Matt on 0433 524 801.

DISCOUNTS

Are ONLY VALID ONE AT A TIME and can only be redeemed through our online bookings system, Acuity Scheduling, unless expressly stated otherwise. Varied discounts exist for our services for loyal clients and members.

Other discounts will be available for new clients, specific events, services and products. These may be made available to the general public or to a select group of clients, at HTDS discretion.

Please check our website regularly for more information about discounts.

REFUNDS

Happy Tails has a twenty four (24) hour booking and rescheduling cut off time. If a service is cancelled at least twenty four (24) hours prior to the booking, you will receive credit for your service. This is often in the form of a coupon code or we may choose to reschedule the service for you on our bookings system.

If a service is cancelled with less than twenty four (24) hours notice, at HTDS discretion, you may be charged for that service, with the exception of members who’s plans include that.

HTDS does not offer refunds for change of mind, only in extenuating circumstances including but not limited to: you are moving away to another city, state or country, your dog passes away or you are genuinely unsatisfied with the service you recieved.

You will need to contact HTDS to discuss any refund request. You can do so by emailing Matt at matt@thehappiestoftails.com.au or text message 0433 524 801. Refund requests can also be submitted by filling out our General Enquiry Form. Please include the reason for your refund in that message.

RESCHEDULING

With the exception of less than twenty four (24) hours notice, all rescheduling can be managed through your account on our online bookings system, Acuity Scheduling. If you are unable to reschedule an appointment, for whatever reason, please contact Matt on 0433 524 801.

In the case of less than twenty four (24) hours notice there are only a few exceptions that will allow you to reschedule your appointment with HTDS. These include but are not limited to: severe weather (above 35 degrees celcius, heavy rain, electrical storms, hail or any other weather that would reasonably make it unsuitable to walk or train dogs in), your dog is ill and/or injured and unable to be walked/minded/trained/groomed because of their illness and/or injury.

MORE INFORMATION ON OUR UNSUITABLE WEATHER POLICY

CREDIT TRANSFERS

There are many possible reasons why you might need to transfer your credits from one type of service to another. When you arrange a credit transfer with us we will figure out how many credits of the other type of service you need are possible and then arrange a unique coupon code (with an expiry or not, at HTDS discretion) that you will be able to use on our Acuity bookings page.

DIRECT DEPOSITS

These can be sent to our Members Equity Bank Account:

BSB 944-100
Account # 540404036

Please quote your invoice code in the notes. Generally speaking, we prefer payments to be made through PayPal or Square (and membership subscription payments through Stripe).

INJURIES & LOSS

MINOR, MAJOR & VET ATTENTION

While all care will be taken to ensure your dog is safe while with HTDS and always supervised by trained employees, you agree that, due to the way that dogs interact with each other, cuts, scratches and other minor injuries can occur. You agree that if an incident occurs where your dog becomes injured or sick, at HTDS discretion and wherever possible, HTDS will attempt to resolve the situation internally. If it is not possible, HTDS will take your dog to receive veterinary attention.

You agree for HTDS to deal with any minor sickness and/or injuries to your dog without contacting you about each individual incident (including but not limited to: minimal vomiting or diarrhea, fleas, ticks, minor cuts and scratches). Any cost relating to and/or bills arising from any minor injury to your dog will be charged to you.¹

You agree that if at any point while in HTDS care it is determined that your dog requires emergency veterinary attention that HTDS should make every effort to ensure your dog will receive treatment and you give HTDS permission to seek this veterinary attention without your consent for each individual incident. Where possible HTDS will attempt to contact you and discuss all the options that are available prior to seeking this veterinary attention. Any cost related to and/or bills arising from seeking veterinary attention will be charged to you.¹

You also agree that HTDS may contact your emergency nominated party (if you are unavailable) to discuss the same options with them. You agree to make your emergency contact aware that HTDS has their name and contact information and you agree to confirm with them that they will be able to assist HTDS in your absence.

DISCLOSURE OF INFORMATION

YOUR DOG'S TEMPERAMENT, BEHAVIOUR & CARE

You agree to disclose ALL RELEVANT INFORMATION pertaining to any specific triggers, behavioural issues, habits, personality traits, medical conditions and/or requirements that your dog might have that you believe might have an impact on it’s ability to fit in with our pack. This disclosure MUST BE IN WRITING ON THAT DOG’S CONNECT FORM.

You agree that if your dog has been to the vet for any reason other than a vaccination or general check up, including emergency visits, you will inform HTDS of the reason for your visit and provide any relevant documents and/or veterinary reports, if requested.

You agree that if your dog has EVER BEEN INVOLVED IN ANY SERIOUS ALTERCATION at a previous dog care establishment, public dog park, in your home or any other place that you will ensure HTDS is FULLY INFORMED of the nature and details of that incident. This will not necessarily disqualify your dog from our services, but it is absolutely needed as information for HTDS to be aware of to help us ensure the safety of all dogs in our care and animals/humans in public areas.

GENERAL HEALTH

You agree that your dog is generally of good health (unless otherwise expressly stated in writing either in an email or on the Connect Form) and that your dog is free from parasites including worms, ticks, fleas and lice and has not been ill with any known contagious diseases in the past thirty (30) days.

PARASITE PREVENTION

You agree that providing parasite prevention medication for your dog is your responsibility and you agree that you should stay on top of your parasite prevention schedule so that your dog remains protected. You agree to inform HTDS if your dog is not protected or stops being protected. You understand that HTDS may take your dog for bushwalks and/or to other places that may expose them to parasites and potentially harmful flora and fauna (including but not limited to fleas, ticks and leeches). Your dog may also encounter spiders, snakes, birds and other potentially dangerous/deadly animals while on our Social Walks or Adventures.

VACCINATION STATUS

You agree that your dog is fully vaccinated (against hepatitis, bordetella, distemper, parvovirus and canine cough - also known as a C5 VACCINATION and you agree to provide proof of this up-to-date vaccination to HTDS before any service commences. You agree to also ensure that the required vaccinations are kept up-to-date as long as you are a client of HTDS. If your dog is not vaccinated or stops being vaccinated you agree to inform HTDS.

IF YOUR DOG IS NOT VACCINATED HTDS MAY CANCEL OR RESCHEDULE SERVICES UNTIL THE REQUIRED VACCINATION(S) HAVE BEEN GIVEN AND PROOF OF THIS HAS BEEN PROVIDED TO HTDS.²

ACCESS TO YOUR DOG(S)

You agree that anyone working or volunteering for HTDS has your permission to enter your property and access your dog and/or dog’s supplies and equipment, if necessary.

You agree to provide HTDS with any required keys, entry devices and/or unlock codes. HTDS will return any keys and/or other entry devices to you, if possible, should services be terminated or as soon as possible should you request them.

You agree for HTDS to make a copy (or copies) of your house key(s). Any copies of keys that are made will be returned to you or destroyed at your request. If HTDS makes a copy, or copies of your key(s) this will be at HTDS expense and you will not be required to reimburse that cost.

Please note: HTDS will keep safe and confidential all keys and swipes, access codes, remote control entry devices and/or any personal information you provide regarding yourself, your property and/or your dog.

WHAT HAPPENS IF HAPPY TAILS IS UNABLE TO ACCESS TO YOUR DOG AND NO ONE IS HOME?

COLLAR & IDENTIFICATION

You agree to provide HTDS with the following necessary equipment for your dog:

- a suitable COLLAR and/or HARNESS.

- a form of identification (i.e. a NAME TAG) with the DOG’S NAME and your CONTACT NUMBER; SECURELY ATTACHED to the collar or harness and THE WRITING ON THE TAG MUST BE LEGIBLE.

PLEASE NOTE: YOU WILL NOT NEED TO PROVIDE A LEAD AS HAPPY TAILS WILL PROVIDE ZENDI SLIP LEADS FOR ALL OF OUR CLIENTS (UNLESS AN ALTERNATIVE ARRANGEMENT HAS BEEN ESTABLISHED).

You agree that if the above requirements are not met (and after you have been informed at least once) your dog’s collar/harness and name tag will be replaced or provided by HTDS and you agree to reimburse us for any cost for that.¹

HIGHER RISK CUSTOMERS

MEDICALLY

HTDS does not discriminate against dogs based on their breed or for any other reason. We do understand though, that some types of dogs are more at risk than others to become injured and/or experience potentially life-threatening conditions. These include: highly anxious, flat-faced and large/overweight dogs.

Some common risk factors include but are not limited to: heat stroke and/or respiratory distress, severe anxiety, hip dysplasia, and severe allergies. Breeds that commonly experience these issues include but are not limited to: Bulldogs, Pugs, Boxers, Golden Retrievers, Labradors, Australian Cattle Dogs, American and English Staffordshire Terriers.

Any dog may be considered by HTDS to be high risk and may require extra documentation for HTDS to commence services. If your dog has ever been to the vet for any reason other than vaccinations and general check ups, HTDS may consider your dog to be of high risk and you agree to provide a medical history of your dog from your vet (with a letterhead).

You must disclose ALL relevant information to HTDS about your dog’s care and/or health requirements.

Additionally, dogs who are considered high risk by HTDS will be required to have a minimum of one (1) walk for one (1) hour per week for a minimum of three (3) weeks prior to any minding services commencing. This is to ensure a rapport is built between HTDS and your dog and to help lessen the likelihood of any anxiety based issues occurring while your dog is in HTDS care. More walks may be needed before HTDS may approve any future minding services, these will be added at HTDS discretion.

BEHAVIOURALLY

Not all dogs are friendly while others are too friendly - both can potentially become risky. Many dogs can be well behaved most of the time, but some things trigger them, like other dogs being around their food or toys, or in their face too much. Other dogs are overly excited and friendly, some to the point where they annoy or trigger other dogs. Whatever quirks, triggers or behaviours your dog has, we need to get to know them and their personality and how their socialisation works.

This is another important part of why we ask for FULL DISCLOSURE of your dogs BEHAVIOUR and MEDICAL RECORD.²

You agree to ensure all information about your dog’s behaviour is communicated clearly to HTDS. Some of the questions you may be asked at any time while a client of HTDS are: has your dog been involved in any fights, if they are likely to wander from our group or scavange, how they have been interacting with other dogs, how their training and obedience is, particularly their recall, if they have ever bitten you, and more.

SOCIAL WALKING

UNSUITABLE WEATHER POLICY

In these situations, we try to be flexible and we are usually happy to provide the service if you are happy for us to do so. However, there are some weather conditions which may force us to cancel or reschedule our walks for that day. These include: heavy rain and electrical storms, hail or temperatures above thirty five (35) degrees Celsius.

In the event of heavy rain, hail, other severe storms or temperatures above thirty five (35) degrees Celsius, Happy Tails will contact you to make a decision about what will be done.

Happy Tails reserves the right to cancel or reschedule any appointments if the weather is deemed unsuitable. For these cancellations or reschedulings we will attempt to give you as much notice as possible, but due to the nature and sometimes unpredictability of weather we are not always able to give much notice.

In the event of a cancellation, a full refund will be offered. Otherwise, we will be happy to reschedule your appointment to another time or credit the balance to your account.

OVERNIGHT MINDING

You agree to provide sufficient food for the duration of your dog’s stay, along with any other items that are required for the health and safety of your dog, such as medicine and/or a crate/pen. You may also provide treats, bedding, toys, food and water bowls and any other equipment you feel is necessary.

For all minding clients who are new to HTDS, you will be required to book in at least one (1) trial social walk and at least one (1) overnight minding before any proper minding booking can be confirmed. At HTDS discretion and depending on your dog’s temperament, we may require extra trial walks and/or mindings before we can confirm your booking. You will be informed if this is the case.

A trial service means that you are ready to be called at any time during that service and can arrange to take your dog from us if your dog is unsuitable for our minding environment.

HAVING AN EMERGENCY CONTACT IS A MANDATORY REQUIREMENT FOR ALL MINDING CLIENTS

PLEASE READ THE FOLLOWING SECTION CAREFULLY

HTDS is committed to ensuring your dog is able to receive appropriate veterinary attention should they be in need of it (and also preferably with your permission). We also want to be able to remain in contact with someone who can help your dog in the extremely unlikely event that something happens to you while you are away that prevents you from returning. All clients of HTDS are required, IF THEY ARE TO LEAVE SYDNEY WHILE THEIR DOG IS IN HTDS CARE, to provide contact details and basic information for a nominated party who they wish to make decisions about their dog on their behalf, if required.

In the unlikely event we believe your emergency contact needs to take your dog it will be a discussion between HTDS, your nominated emergency contact and you (if you are available). Your dog will never be forced on your emergency contact in your absence.

REQUIREMENTS FOR YOUR EMERGENCY CONTACT

IF YOU ARE GOING AWAY WITH YOUR PARTNER AND/OR FAMILY MEMBER(S), PLEASE DO NOT LIST THEM AS YOUR EMERGENCY CONTACT. WE REQUIRE SOMEONE WHO WILL REMAIN IN SYDNEY FOR THE ENTIRE DURATION OF YOUR ABSENCE.

PLEASE ENSURE YOUR NOMINATED EMERGENCY CONTACT IS:

- EIGHTEEN (18) YEARS OLD, OR OLDER AND A FAMILY FRIEND, FAMILY MEMBER AND/OR FRIEND OF YOUR DOG AND STAYING IN SYDNEY FOR THE ENTIRE DURATION OF YOUR ABSENCE.

- INFORMED, BY YOU AND PRIOR TO YOUR DEPARTURE, THAT HTDS HAS THEIR INFORMATION ON FILE AND MAY CONTACT THEM WHILE YOU ARE AWAY IN THE CASE OF AN EMERGENCY.

- ABLE TO ASSIST US IN PROVIDING INSTRUCTIONS AND/OR TEMPORARY ACCOMODATION FOR YOUR DOG, OR ANY OTHER HELP, IF HTDS REQUIRES OTHER ASSISTANCE.

GROOMING

HTDS does not currently offer style cuts.

Due to our available space and equipment, HTDS is unable to accomodate dogs over 40kg.

For the safety and comfort of the dogs and/or groomer(s), HTDS may need to use restraints such as muzzles and/or leads.

HTDS reserves the right stop, postpone or cancel part or all of any grooming service if the dog displays unsafe behaviour or acts in a way that could injure their groomer(s) and/or themself.

TERMINATION OF SERVICES

You agree that HTDS may cancel your services at any time for reasons including, but not limited to, a breach of the terms outlined in this contract, not disclosing information or disclosing wrongful or misleading information relating to the care and/or nature of your dog, or refusal to pay the agreed rate. Depending on the nature

DECLARATION

You certify that you are the sole owner of the dog and you agree to be solely responsible for any and all acts or behaviours of the dog while in HTDS care.

You agree that should your dog become accidentally injured, ill or lost HTDS will not be held responsible and you release HTDS and it’s employees and volunteers, including Matthew Sean Pels, from any claims arising from said injury or loss. These may include but not limited to: paralysis tick poisoning, canine influenza,

In addition to this, if your dog bites or otherwise injures any human, dog or any other animal you will indemnify and protect HTDS and it’s employees and/or volunteers, including Matthew Sean Pels, from any claim or suit filed by anyone as a result of such an incident.

You certify that you are eighteen (18) years of age or older and have the legal capacity to enter into a binding contract. Further, you certify that you have read and understand the rules and regulations set forth in this agreement.

You agree to abide by the rules and regulations and accept all the terms, conditions and statements of this agreement.

COMPANION ANIMALS ACT 1998