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Family With Dog

Customer Commitments & Responsibilities

Family With Dog

General Responsibilities

    • Provide accurate and up-to-date information about the pet’s health, behaviour, temperament, and daily routine.

    • Disclose any medical conditions, medications, allergies, previous injuries, or behavioural concerns.

    • Provide the brand and type of food currently used, along with your pet’s feeding schedule, diet instructions, and allergy notes.

    • Ensure there is enough food, medication, litter, and supplies for the full booking period. If supplies run out, Sweet Home Pet Care may purchase replacements, and the cost of the items and travel/time will be billed to the owner.

    • Keep veterinary details (clinic name, address, phone) current and provide a reachable emergency contact person.

    • Inform us immediately if the pet becomes unwell, injured, or diagnosed with a contagious illness before the booking.

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    If information is withheld or inaccurate, the pet owner accepts responsibility for any resulting incidents or additional costs.

    • Ensure the sitter has safe and legal access to the property (key, lockbox, smart lock, access code, or building entry instructions).

    • Ensure no other person will be present during the visit, unless this has been pre-approved and noted in the booking.

    • Ensure electricity, lighting, and running water are available during the service.

    • If real-time monitoring is enabled, ensure Wi-Fi is active and credentials are provided.

    • If the service includes camera monitoring, the owner agrees to:

      • Allow sitter to turn on, adjust, and verify the clip-on camera.

      • Understand that if the camera fails to record, the sitter will use their personal mobile camera for documentation.

      • Video recordings are used only for incident reference, service quality, and internal safety verification.​​

Service-Specific Responsibilities

These responsibilities only apply to certain services—such as emergency care, private dog walking, or premium in-home visits. They outline the specific requirements customers must follow to ensure safety, continuity of care, and accurate service delivery tailored to the booked service.

  • To ensure we can act quickly and safely in urgent situations, the pet owner agrees to:

    • Confirm availability:
      If the booking is a same-day visit where no deposit is required, the owner must remain reachable by phone during the service period.

    • Nominate a veterinary clinic:
      Provide your preferred veterinary clinic details. If your clinic is closed at the time of the emergency, we may use the nearest open clinic to avoid delay.

    • Nominate an emergency contact:
      Provide a secondary contact who is authorized to make decisions on your behalf if you cannot be reached.

    • Provide clear emergency instructions:
      Let us know how you would like us to proceed in the event of an emergency (for example: “stabilise only,” “full treatment,” or “contact first unless life-threatening”).

    • Authorize transport:
      Agree that we may transport your pet to a veterinary clinic if urgent care is required.

    • Emergency care costs:

      • Acknowledge the Emergency Support Fee:
        Understand that if emergency care continues beyond the scheduled visit time, sitter support will be charged at your standard hourly rate + 20% until the pet is either returned home or admitted to veterinary care.

      • Acknowledge responsibility for all veterinary costs:
        All veterinary consultation, treatment, medication, diagnostic, and hospitalisation costs are the owner’s responsibility, and may be deducted from the deposit as needed.

      • Provide an Emergency Deposit when required: A refundable $500 Emergency Deposit must be provided when the owner will not be home the same day or may not be reachable during the visit.

    For more detail please read Our Emergency Commitments And Costs

    • Provide enough food, treats, medication, cleaning supplies, litter, and any special equipment or instructions to last the full booking period.

    • Provide clear written instructions for:

    • Feeding schedule

    • Toilet/litter routine

    • Favourite toys/comforts

    • “Do Not Do” list (e.g., no outdoor time, no certain treats, handling limitations)

    • Confirm the pet is safe to handle, non-aggressive, and does not pose a threat to staff.

    • Agree that if the pet displays aggressive or unsafe behaviour, the sitter may adjust care to a safety-first approach, which may reduce enrichment activities.

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    • ​If supplies run out, the sitter may purchase replacements, and costs will be billed to the owner.

  • To ensure we can act quickly and safely in urgent situations, before the walk the pet owner agrees to:

    • Provide Dog Health & Mobility conditions:

      • Any current or recent injuries (e.g., limping, muscle strain)

      • Arthritis, joint issues, or mobility limitations

      • Respiratory concerns or heat sensitivity

      • Dietary restrictions that affect treat use

      • Any medication they are currently taking

    • Inform us if dog : 

      • Is anxious around other dogs, people, bikes, or cars

      • Has reactivity or trigger concerns

      • Has a history of pulling, lunging, or fear responses

      • Must avoid specific locations, dogs, or neighbourhood areas

    • Provide Dog Environmental & Physical Limits:

      • Stairs

      • Uneven surfaces

      • Off-leash parks

      • Water, puddles, or beaches

      • High-traffic or noisy areas

    • Ensure that :

      • A secure collar/harness that fits properly

      • Lead/leash in good condition

      • Any mobility aids or specific harnesses are available if needed

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