Services: We agree to provide the Services to you on these terms and conditions and as detailed in the Booking Form. All Services are subject to our acceptance following a mandatory meet and greet session.

Booking Process: All booking requests must be made through our online platform using the Booking Form. You must provide complete and accurate information about your pet(s), including health status, vaccination records, and behavioural characteristics. Submitting a booking request does not guarantee acceptance of your booking. All first-time clients must participate in a mandatory meet and greet session. Your booking will only be confirmed after successful completion of the meet and greet assessment at which point we will notify you of acceptance. Payment is due upon our confirmation of your booking following the meet and greet session. You must accept these terms and conditions online as part of the booking request process

Pet Acceptance: We reserve the right in our sole discretion to accept or reject any pet without limitation. We may require proof of vaccination and reserve the right to refuse services for pets that are sick, unvaccinated, unsuitable for our care in our sole discretion, or deemed dangerous during our assessment.

Meet and Greet: All first-time clients must participate in a meet and greet session where we will assess the pet and Site. We reserve the right to accept or reject the booking request following this assessment. Payment will be due upon confirmation of booking after the meet and greet.

Fish Care Disclaimer: You acknowledge that fish are particularly sensitive animals that may be affected by various factors including but not limited to water quality, temperature fluctuations, stress, disease, and environmental changes. Due to their fragile nature, we accept no responsibility for fish mortality, illness, or distress unless directly caused by our negligence or breach of duty. You assume full responsibility for providing detailed care instructions and ensuring optimal environmental conditions are maintained.

Security and Safety Measures: Our staff wear cameras and use security tools including smart key locks for safety and transparency purposes. Video recordings and photos may be taken during service provision. All footage is stored securely and used solely for service delivery and safety purposes. All footage will be handled in accordance with our privacy policy as linked on our website and updated from time to time.

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Client Responsibilities: You must:

(a)provide a safe Site environment for our staff to perform services;

(b)ensure your pet is healthy and vaccinated;

(c)provide accurate information about your pet's behaviour and needs;

(d)provide secure access arrangements and any necessary codes or keys Site;

(e)provide enough food, treats, medication, cleaning supplies, litter, and any special equipment or instructions to last the full Service period;

(f)ensure no other person will be present during the Site visit, unless this has been pre-approved and noted in the Booking Form;

(g)disclose any medical conditions, medications, allergies, previous injuries, or behavioural concerns;

(h)ensure electricity, lighting, and running water are available during the service; and

(i)be available for emergency contact during service periods.

Staff Safety: If our staff determine that the environment is unsafe upon arrival, we reserve the right to refuse entry and discontinue services without penalty.

Emergency Care: If you elect for us to provide emergency veterinary care, if necessary, a separate signed agency agreement must be in place (to be provided separately) (Agency Agreement). The Agency Agreement will outline our authority to act on your behalf and your financial responsibilities for emergency care.

Variations: Changes to the Services need to be written and agreed upon by both parties. They will be priced as per our rate schedule or as mutually agreed. If your requests change the scope of services or our duties, we are not required to follow them unless agreed in writing as stated. Changes to booking dates, times, or services must be requested at least 24 hours in advance. Modifications are subject to availability and may incur additional charges. Significant changes may be treated as a new booking requiring a new meet and greet session.

End of Service Policy: Upon completion of Services, we will:

(a)return all keys, access cards, or security devices provided by you;

(b)provide a handover summary of care provided during the service period;

(c)return your pet(s) to the agreed location in a safe and secure manner; and

(d)ensure the Site is left in the condition it was provided in.

You must be available or have arranged for an authorised person to receive your pet(s) and any returned items at the conclusion of Services.

Price and Payment Terms: You agree to pay the Price according to the Payment Terms.

Late Payments: If you don’t pay on time as agreed, we can choose to stop providing the Services 5 business days after the payment was due and we can also ask you to pay for any extra costs we face because you didn’t pay on time. This includes any costs to get those payments from you.

Cancellations: All Services cancellations will be dealt with in accordance with our Cancellation Policy.

Termination for breach: This Agreement can be terminated by either party (the Non-Defaulting Party) with immediate effect if the other party (the Defaulting Party) fails to fulfil a significant obligation under this Agreement.

Liability: We will perform our services with reasonable care and skill. However, we are not liable for any indirect or consequential losses that may arise. Subject to your consumer law rights, our total liability under this Agreement and conditions is limited to the Price paid by you. We are not liable if your pet becomes sick or injured unless such sickness or injury is directly caused by our negligence or breach of duty. We will not provide emergency veterinary care without a separate signed Agency Agreement in place. You acknowledge that pets may become sick or injured for reasons beyond our control, including pre-existing conditions, age-related issues, accidents, or other factors unrelated to our care, and we accept no responsibility for such occurrences unless directly caused by our actions or negligence.

Confidentiality: Both parties commit to maintaining the confidentiality of any proprietary or confidential information shared during the Term.

Subcontracting: We reserve the right to subcontract any portion of the Services at our discretion without needing to get your written approval beforehand. We commit to being fully responsible for fulfilling our obligations under this Agreement, and we will ensure that any subcontractors we employ will adhere to the terms of this Agreement as if we were performing the Services directly.

Relationship of Parties: This Agreement is not intended to create a partnership, joint venture, employment or agency relationship between the parties.

Governing Law: This Agreement is governed by the laws of New South Wales.

Dispute Resolution: In the event of a dispute, the parties will first attempt to resolve the matter through mutual discussion or mediation.

Amendments: Both parties must sign any changes or modifications to this Agreement in writing.

Definitions: Definitions:

Agreement means this Service Agreement including the Cancellation Policy

Agency Agreement means the separate emergency care authorisation document

Booking Form means the online form through which you submit your request for services, including all pet details, service requirements, dates, and pricing information

Price means the service fees as set out in the booking confirmation

Payment Terms means the payment schedule as set out in the booking confirmation 

Services means the pet care services as detailed in your confirmed booking

Site means the location where we collect your pet from, and/or provide Services.

Term means the period specified in your confirmed service booking

We/Us/Our means Ronak Norouzi Sedeh trading as Sweet Home Pet Care and Services

You/Your means the client requesting services.

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Cancellations Policy

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Client Cancellations

• Cancellations made more than 48 hours before scheduled Service commencement: Full refund minus 10% administrative fee.

• Cancellations made 24-48 hours before scheduled Service commencement: 50% refund of total booking Price.

• Cancellations made less than 24 hours before scheduled Service commencement: No refund.

• Cancellations made after Services have commenced: No refund for Services already provided.

Our Cancellations:

• We may cancel bookings if we determine during the meet and greet that we cannot safely provide Services, at which point no payment will be required by you.

• We may cancel if you fail to provide accurate information about your pet's health or behaviour.

• We may cancel if the Site is deemed unsafe for our staff.

• In cases where we cancel due to safety concerns or client misrepresentation, no refund will be provided.

• In cases where we cancel for reasons within our control, a full refund will be provided.

Emergency Cancellations:

• Genuine emergencies (medical, family, or weather-related) will be considered on a case-by-case basis.

• Refunds for emergency cancellations are at our discretion.

No-Show Policy:

• If we arrive for scheduled Services and cannot gain access due to your failure to provide proper access arrangements, no refund will be provided.

You acknowledge that these cancellation fees represent a genuine pre-estimate of our losses including lost opportunity to book alternative clients, administrative costs, and our inability to fill cancelled bookings on short notice.