In attending Woof & Wild dog daycare, training and grooming facilities, Customers are made aware of the following terms of the agreement between the parties

This Agreement

This Agreement contains the entire agreement of the parties with respect to the subject matter contained herein, and supersedes all prior agreements and understandings between the parties. A customer’s acceptance of our terms of business is constituted by the creation of a customer profile and their presentation of a dog for services.

Daycare

Woof & Wild will provide a cage-free, safe, and secure environment for your dog while it is in our care. We may, at our sole discretion, use our own leashes and/or collars on your dog whilst it is in our care.

We are not responsible for any damages to, or loss of, any personal property you leave in our care, including, but not limited to, leashes and collars, to the extent reasonably expected.

Except for emergency medical service, your dog will not be taken off the premises of the daycare facility at which you left it without your express consent.

We will not release your dog from daycare to anyone not listed on the animal’s profile. It is the Customer’s responsibility to ensure that their customer profile is up to date, or that they have provided advance express instruction to a member of the Woof & Wild team.

All dogs left in our care must be up to date with all required vaccinations as well as flea and tick prevention. It is the responsibility of the Customer to provide updated records as required from time to time, either via the Woof & Wild customer portal (Gingr) or by sharing with a member of staff. By bringing your dog to Woof & Wild, you assert that you are up to date on all required vaccinations. Further, you agree that, should you fail to keep your dog’s vaccinations up to date, you may be held fully liable for any and all expenses and/or damages incurred by Woof & Wild as a result of that failure. Woof & Wild reserves the right to periodically remind customers of their vaccination obligations and, where such reminders are not actioned, to exclude an animal until such time as evidence can be provided that their vaccination schedule is up to date.

All dogs left in our care must be spayed or neutered once they are seven (7) months or older. Where a dog is not spayed or neutered, Woof & Wild reserves the right to exclude them from daycare subject to a behavioural assessment.

You understand that when you leave your dog in our care, it will engage in supervised, open-area play with other dogs. As such it may occasionally suffer minor scuffs and scratches. This is a normal occurrence at a dog daycare facility and you agree that where a minor injury does occur, it does not constitute a breach of Woof & Wild’s obligation to provide a safe and secure environment for your dog. Our staff are animal first-aid trained and where an injury is observed, staff will remove the affected animal and ensure that they receive appropriate treatment if required.

Under no circumstances is Woof & Wild responsible for any injury, death, or contraction of disease (including, but not limited to, Kennel Cough) by any dog in our care. By bringing your dog to a daycare facility, you are inherently exposing them to an increased risk of injury and disease. You hereby release us from any and all liability for any damages that may occur while your dog is in our care.

Emergency Care

If your dog experiences a medical issue whilst in our care, we will first attempt to contact you via the information provided on your Customer form. If we are unable to contact you, we will attempt a co-owner or authorised alternative contact. Where we are unable to make contact with any authorised person(s) in order to receive instruction, or if we deem the problem to be a medical emergency, we reserve the right to make a decision in the best interest of the dog. This may include isolating them from other animals until such a time as they can be collected (where a situation is not critical) or transporting them to a licensed vet of our choosing for treatment. Where possible and if reasonably practicable, we will use the vet identified on the Customer form. In the event that this occurs, Woof & Wild cannot be held liable for any injury caused to your dog by transportation and/or treatment. Any costs of treatment are solely your responsibility and if we pay for any treatment(s) and/or medications at the time they are administered, you are required to reimburse us for the full amount of any expenses within 48 hours unless agreed otherwise.

Behavioural Assessments

All dogs are required to undergo a behavioural assessment as a condition of acceptance into daycare at Woof & Wild. We know that many dogs may frequent other daycare providers or dog-walking services; this does negate the requirement for Woof & Wild to make their own assessment as to their suitability for daycare at our facility. In the event that a dog’s behaviour changes over time, we may require that they undertake training or re-assessment to ensure that the facility remains a safe environment for both animals and staff.

If a dog bites another dog or human (including but not limited to staff, customers or visitors) while in our care, you are fully liable. You hereby release us from any and all liability that may result from such events.

Refunds

We do not offer refunds on pre-paid packs or service-specific deposits for change of mind. In extenuating circumstances (including, but not limited to, the passing of an animal) we will work with the Customer to close down your account with us and return all pre-paid services. All our pre-paid packs have an expiry of 70 days (5- and 10-pack) or 140 days (20 pack). In the event a pack is not fully utilised prior to expiry, Woof & Wild will not provide a refund for any remaining credits. The expiry of any unused credits may be extended at the discretion of management.

Refusal of Service

We are committed to providing a safe, welcoming experience for all our customers; this extends to our staff also. All team members deserve the right to work in an environment free from any behaviour that is deemed inappropriate and not in keeping with our brand values.

We reserve the right to refuse service to any person, at any time, for any reason, and likewise may refuse to allow any dog to enter daycare, for any reason, regardless of whether it has bene accepted into daycare previously. Customers who exhibit aggressive or unwanted behaviour towards any member of the Woof & Wild team, or any customer present in our facility, will be asked to leave immediately.

Hours of Operation

Woof & Wild’s hours of operation are clearly identified in several locations, including but not limited to: Google (Maps); Gingr; woofandwild.com.au; and in-store. We reserve the right to charge a late pick up fee of $20 for each half hour period following our advertised closing time. We ask Customers to understand that the purpose of the late fee is not to generate revenue; it is prevent persistently late collections and to cover our staff and operational costs in keeping the facility open.

We understand that life happens, and sometimes you may be running late; please call the facility. We will not charge the $20 fee in you have advised of a delayed arrival time that is less than 30 mins post our advertised closure. If you fail to pick up your dog within 30 mins of our closing time on that day, have not contacted us, and we have been unable to contact you (or a designated contact as noted on your Customer profile), your dog will be brought home with a member of staff and you will be notified via SMS. A fee of $40 will be levied if the dog is collected by 9pm. If you are unable to collect your dog same day, or provide an alternate contact to do so, you will be able to collect your dog from Woof & Wild the following morning subject to a full day daycare fee ($70) being paid in full.

Media

We may take photographs and/or videos of your dog whilst it is in our care. By bringing your dog to our daycare you grant us permission to use and copyright any image, video, or likenesses of your dog, created by us or under our direction, indefinitely and for any reason, without notification or compensation to you. Woof & Wild shall retain all the intellectual property in all content created in the performance of our services. We my reference a dog’s won social media account where it is known to us, but will not identify a customer (first or surname) in any post. A customer may choose to respond to a social media post and in doing so acknowledges that their identity and/or connection to the animal and/or Woof & Wild becomes known in a public forum.

We understand that not all Customers may wish for their dog to feature in our social media accounts. Where this is the case, please advise a member of staff and it will be noted on your account (including your Customer profile in Gingr). This does not preclude you from receiving photos privately as part of the daily report card.

Communications

When you use our services, the email address you provide will be automatically added to our mailing list. Woof & Wild uses this information solely to provide customer updates and your contact information is not used for any other purpose. We will use email to communicate information relating to our services, including but not limited to, rate changes, updates to our terms of business, emergency closures, health updates and a monthly digest. In line with regulations around marketing and advertising, you may unsubscribe from our monthly digest at any time. This does not extend to essential updates relating to our service. However, it remains your sold responsibility to check this email for any notifications from us, and to provide any updates as to the email address to which we should deliver such notices.

Woof & Wild will use its booking portal, Gingr, to provide appointment and booking confirmations and reminders. By default, all customers are opted-in to these notifications at the point of account creation. These notifications are elective and you may control receipt of these notifications via your Customer portal. Should you elect to turn off your portal-generated reminders, you remain liable for any fees associated with late cancellation or appointment no-show, should you forget.

Updates to this Agreement

We may update the terms of this agreement at any time, and shall provide at least seven days’ advance notice of any updates, via email to all recipients enrolled on our mailing list. Such updates shall also be made within our Gingr booking portal and on our website from time to time at the point they come into effect (unless otherwise noted). Your continued use of our Services following the date upon which any changes come into effect constitutes your acceptance of the updated terms.

Severability

In the event that any of the terms of this contract are held unenforceable, all remaining terms of this agreement shall remain in full force and effect.

Non-Waiver

The failure of Woof & Wild to enforce any of the terms of this contract does not affect our right to enforce any or all of the terms at any time thereafter.