Terms of Service

Pawps currently provides:

• House & Pet Sitting
• Dog Walking

The details of each booking, including dates, routines, care requirements, pricing and any special arrangements, are agreed directly with you before the booking is confirmed.

Pawps Dog Walking is designed around regular, ongoing walks rather than one-off bookings.

Before care begins, we take the time to understand the life your pets already know.

We will usually arrange an in-person catch-up so we can meet you and your pets, learn about their routine and discuss anything important about their care.

After our first catch-up, we’ll send you a detailed care form where you can share their routines, feeding, medication, personality, preferences, home environment and anything else that helps us care for them properly.

This becomes our main reference during the booking and helps us adapt our care as closely as possible to their normal life.

You are responsible for making sure the information you provide is accurate and up to date and for letting us know if anything changes before the booking begins.

For House & Pet Sitting, Pawps stays in your home and follows the routines and care instructions agreed with you.

Our care may include pet care, regular photo and video updates, basic home and plant care and a professional clean before you return, as agreed for your booking.

House & Pet Sitting is currently priced between $70 and $100 per day, with the final rate agreed before confirmation.

A 50% deposit is required to secure your booking dates.

Pawps Dog Walking is built around regular routines and getting to know each dog over time.

Walk duration, frequency and schedule are agreed before the service begins.

Current standard rates are:

• 30–45 minutes: $35
• 1 hour: $45
• 90 minutes: $55

Any additional pricing or arrangements will always be discussed before confirmation.

We may adapt a walk depending on weather, safety, your dog’s wellbeing or other circumstances affecting their comfort.

Payments are arranged after our first catch-up, once we’ve met you and your pets, understood their routine and confirmed the care arrangement together.

For House & Pet Sitting, a 50% deposit is required to secure your booking dates.

Any remaining payment arrangements will be confirmed with you before the booking begins.

Additional costs will not be charged without discussing them with you first, except where urgent action is reasonably required to protect a pet’s health or safety.

When we confirm a House & Pet Sitting booking, those dates are reserved for you and we may turn away other enquiries for the same period.

Our cancellation policy is designed to recognise that commitment while remaining as fair as possible.

House & Pet Sitting

• More than 14 days before the booking begins: your deposit will be refunded in full.
• Between 7 and 14 days before the booking begins: 50% of the deposit will be refunded.
• Less than 7 days before the booking begins: the deposit is non-refundable.

If Pawps needs to cancel a confirmed booking, any amount paid for services we are unable to provide will be refunded in full.

If something unexpected happens, please talk to us. We understand that circumstances can change and we will always approach genuine situations reasonably and with care.

Dog Walking

Dog Walking appointments can be cancelled or rescheduled with at least 24 hours’ notice.

Cancellations made with less than 24 hours’ notice may be charged at the normal walk rate.

If Pawps needs to cancel a walk, you will not be charged and we will do our best to arrange another suitable time where possible.

Every pet has their own personality, sensitivities and way of responding to the world. The more we know beforehand, the better we can care for them.

Please let us know about anything that could be relevant to their care or safety, including health conditions, medication, reactivity, fears, escape behaviours, resource guarding, triggers or previous incidents.

We understand that unexpected behaviour can happen even with pets who are normally very settled.

If something unexpected occurs, we will respond calmly, use our best judgement and take reasonable steps to protect their wellbeing and everyone involved.

Your pet’s wellbeing will always come first.

We will follow the health, medication and care instructions you provide and take reasonable steps to respond appropriately if something unexpected happens.

Both Pawps carers are Pet First Aid certified and have experience administering different types of medication according to family instructions.

If we believe veterinary attention is needed, we will make reasonable efforts to contact you or your nominated emergency contact first, whenever the situation allows.

If urgent care is required and we cannot reach you in time, you authorise Pawps to seek appropriate veterinary assistance in the best interests of your pet.

Any veterinary treatment, medication, transport or other emergency-related costs remain the responsibility of the pet owner.

As professional carers, our responsibility is to act promptly, responsibly and with your pet’s safety and wellbeing at the centre of any decision we make.

Every home has its own routines, preferences and boundaries, and we respect those just as carefully as we respect your pets’ routines.

We will follow the instructions you give us about your home, including any rooms, furniture, appliances, belongings or areas you would prefer us not to use or access.

If there are particular household routines or details that matter to you, please include them in your care information so we can follow them consistently.

Any keys, access cards, parking permits or other access items provided to Pawps will be kept securely and returned at the end of the stay as agreed.

Our aim is for you to come home feeling that your space has been cared for with the same respect we would want for our own.

Pawps is not responsible for damage caused directly by a pet’s normal or unexpected behaviour, or for damage resulting from pre-existing issues within the home.

If damage occurs as a direct result of our negligence or because we failed to follow agreed care or household instructions, we will take responsibility for our part and work with you fairly to resolve it.

If something happens during a stay, we will let you know as soon as reasonably possible.

Any keys, access cards, building fobs, parking permits or similar items provided to Pawps will be handled carefully and returned at the end of the booking as agreed.

We recommend keeping particularly valuable, sentimental or sensitive belongings stored safely during House & Pet Sitting stays.

Sometimes weather, health, safety or unexpected circumstances mean the original plan is no longer the best option.

In those situations, we may adapt a walk, routine or activity in a reasonable way, always prioritising the pet’s comfort and wellbeing.

Where appropriate, we’ll keep you informed about any meaningful changes.

We regularly send photos and videos during care so you can stay connected while you’re away.

Any use of photos or videos for Pawps social media, website or marketing will only happen with your permission.

For House & Pet Sitting bookings of more than 10 days, Pawps makes a symbolic wildlife adoption or conservation contribution through WWF-Australia in honour of the pet in our care.

This contribution is made by Pawps as part of our commitment to extending care beyond the homes we stay in.

WWF-Australia does not sponsor, endorse or formally partner with Pawps through this initiative.

Personal information provided to Pawps is handled in accordance with our Privacy Policy.

Nothing in these Terms is intended to exclude, restrict or limit any rights or remedies you may have under the Australian Consumer Law.

We may update these Terms from time to time as Pawps and our services evolve.

The latest version will always be available on this page together with the date it was last updated.

If you have any questions about these Terms or a Pawps booking, please get in touch through our Contact page.

Pawps
Melbourne, Victoria