Terms and Conditions

 

A.    General

  1. Compliance: The general terms and conditions set in this document aligns to the Code of Practice for the Operation of Boarding Establishments (Victoria).
  1. Operating Hours: Paws Zone operates from 7:30AM to 6:30PM from Monday to Friday, and 8:00AM to 5:00PM on Saturdays.  We do not offer drop off or pickup during public holidays.  Any dog requiring any service from Paws Zone can only be dropped off and collected within this period.

Our dog boarding service operates 24 hours a day, 7 days a week. However, for the purpose of drop-off and pickup of dogs, hours are limited to the aforementioned period only.

  1. Age: To be admitted for any Paws Zone service, dogs must be 4 months and older.

For puppies between 10 and 16 weeks old, they may be admitted to Dog Daycare and Dog Boarding provided they have received their first vaccination at least 8 days prior to the dog’s attendance at Paws Zone and are continuing the recommended vaccination schedule.  Pet parents will be given the information on the risks to their pup and signing the registration form & this document provide Paws Zone the written approval/acknowledgment of these risks.

  1. Desexing: Dogs older than 8 months old must be spayed.
  1. Pre-requisites to attendance:

It is required for dogs attending any service at Paws Zone to have a current C5 vaccination

Passing the Temperament Test/Trial Day is required before admission to Paws Zone’s Dog Day care and Dog Boarding services.  A temperament test for dogs focuses on and measures different aspects of temperament such as shyness, aggressiveness and friendliness as well as the dog’s instincts for protectiveness.  Situational challenges (neutral, friendly and threatening) are given to the dog being tested under a controlled environment, calling into play the dog’s ability to determine non-threatening situations and those calling for natural (watchful and protective) reactions. The temperament test takes about 2 hours. For dogs being groomed, the dog daycare trial is not required. If the dog grooming service is bundled with either the dog day care or dog boarding, the dog daycare trial is required to be passed. 

Across any of its services, Paws Zone reserves the right to refuse or stop the service when a dog poses harm to the Paws Zone staff or other dog guests.

In case the dog didn’t pass the dog daycare trial, the pet parent will receive a recommendation for the dog to attend an obedience and/or behavior training. A second temperament test can be carried out only after a successful completion of such training. In case the dog didn’t pass the second test, Paws Zone reserves the right to refuse any service to this dog in the future.

6.  Dogs must have a collar with an ID tag.  All items must be clearly labelled with the dog’s name or the pet parent’s, along with the contact details. 

7.  All dogs must be microchipped.

8.  Dogs entering and exiting the Paws Zone reception must be on a leash/lead at all times.

9.  Dogs are provided access to Paws Zone’s toys, water bowls & beddings which are shared across the many dogs that attend Paws Zone. Signing the registration form constitutes an approval from the pet parent allowing its dog to have access to these shared items whilst on its care.

B.    Health 

1.  Good health:  Dogs attending Dog Day Care and Dog Boarding must be free from any sickness or medical condition that is deemed communicable to other dogs or to Paws Zone staff.  Prior to the first day admission to Paws Zone, pet parents are required to declare that their pet has not been ill 7 days prior.  Paws Zone reserves the right to refuse service if the dog displayed signs of a communicable disease or are being treated for a communicable disease.

2.  Vaccination:  It is required for dogs attending any service at Paws Zone to have a current C5 vaccination.

Pet parents whose dogs are between 10 and 16 weeks old will need to sign a Waiver Form acknowledging that pups on this age are potentially at risk in acquiring diseases as they still don’t have the full vaccination that may protect them.  Dogs between 10 weeks and 16 weeks may be admitted to the dog day care provided they have received their first vaccination at least 8 days prior to their day care attendance and are continuing the recommended vaccination schedule. These are as per Code of Practice for the Operation of Boarding Establishments in Victoria.

3.  Fleas and Worms:   All dogs entering Paws Zone’s premises will need to be examined for fleas. It is the pet parent’s responsibility to provide the dog with flea & heartworm treatments as essential to a dog’s overall health.

For both the dog daycare and dog boarding services, any dog found with fleas will immediately receive a flea treatment along with a wash and dry at the pet parent’s expense so as to be allowed to Paws Zone’s facilities.  Pet parents will be notified prior to the treatment regarding the observation along with the cost to be charged. Payment of the flea treatment and the wash and dry is to be done on dog pickup. If the pet parent disagrees to have the dog treated, the dog will need to be collected immediately.   In such a case, there will be no refund provided to the unused portion of the day’s stay for daycare.  Any unused portion of the dog boarding fees will be refunded.

All dogs attending Paws Zone’s services will need to on have regular deworming treatments.  Dogs which have not been wormed will be dewormed on admission at its pet parent’s expense. Paws Zone cannot be held liable in the case of the dog reacting to the medication or treatment.

 4. Sick dogs: For when the pet parent has put their dog into daycare knowingly or unknowingly that their dog has been sick within 7 days prior to their dog’s Paws Zone attendance, Paws Zone will contact the pet parent immediately upon initial diagnosis that the dog is sick and will send the dog to the nearest veterinary clinic for assessment. For Paws Zone, an arrangement has been made with Boronia Veterinary Clinic and Hospital and Rowville Veterinary Clinic and Hospital for cases like this.  If there is any delay with getting the dog to the vet, the dog will be put in the isolation room in the shortest possible time so as not to aggravate the dog’s condition or refrain the illness to be communicable with other dogs at Paws Zone.

 The pet parent, by signing this agreement, fully acknowledge that the charges incurred at the veterinary clinic by the dog will be payable by them. An additional charge of $25/hour is payable to Paws Zone whilst a Paws Zone staff accompanies the dog at the clinic. This covers the time to get to and from the veterinary clinic as well as the time spent at the clinic.  These charges will have to be paid prior to the dog being collected from Paws Zone’s care.

Any pricing stated on this document is subject to changes as deemed by Paws Zone management with written notice provided to pet parents at least 4 weeks prior to the price change being committed.

Paws Zone cannot be held liable in the case of the dog reacting to the medication or treatment.

5.  Medication: When a dog requires medication during its stay with Paws Zone, the medication must be clearly labelled with the dog’s name, instructions on dosage and how frequently it will need to be administered.  The same instruction is to be sent via email for record keeping purposes.  Paws Zone cannot be held liable in the case of the dog reacting to the medication or treatment.

6.  Refusal of Service: Paws Zone reserves the right to refuse any service to customers whose pet may pose a threat to its Staff or to the other pets left in its care, whether it be an aggression problem, health problem, or parasite problems.  In addition to this, refusal of service is aligned to the required compliance of the Code of Practice for the Operation of Boarding Establishments (Victoria).

C.    Doggy Day Care & Boarding

1.  A registration process initiates the engagement between pet parent and their dog and Paws Zone. A registration form will need to be completed online before the scheduled Dog Daycare Trial.   The dog registered will then have a confirmed Dog Daycare Trial to test its temperament & sociability.  Once the dog has passed the temperament test, only then may the pet parent proceed with requesting daycare or boarding attendance for their dog.

  1. In case the dog didn’t pass the temperament test, the pet parent will receive a recommendation for the dog to attend an obedience and behavior training. A second temperament test can be carried out only after a successful completion of the behaviour and obedience training. In case the dog didn’t pass the second test, Paws Zone reserves the right to refuse any service for this dog in the future for the safety of the dogs in its care and its Staff.
  1. Advanced booking is required for this service. Walk-ins may be accommodated subject to (1) spot availability, (2) staff availability to comply with dog-to-staff ratio, (3) pre-requisites have been met as per Section A.4. and (4) the dog has passed the temperament test. 

4.  Same day bookings or walk-ins, regardless of whether it is less than 4 hours, are to be charged on a full day’s rate.

5.  From Mondays to Fridays, drop-off time is encouraged between 7:30AM and 9:00AM. Collection time is from 5:00PM to 6:30 PM.  Please provide advance notification via SMS, call or Facebook private message if the intended drop-off and collection times are outside of the aforementioned drop-off and collection times so we’ll be able to accommodate. The drop-off and collection times must still be in compliance to Paws Zone’s operational hours.

6.  For dogs who are on daycare and have not been collected on time, it is regarded as an emergency booking. For emergency bookings, Paws Zone will be boarding these dogs and a boarding fee of $60.00 is to be paid by the pet parent upon collection the next morning from 7:30AM and 9:00AM.  This is in addition to the daycare fee.  If the dog is to be picked up between 9:00AM and 12:00PM, a half day’s fee of daycare of $40.00 is to be paid by the pet parent, again additionally.  For pickup after 12:00PM, an additional daycare day’s fee of $50.00 is chargeable to the pet parent upon pickup. 

The additional boarding fee is to cater for emergency provision of resources to care for the dog.

For example, Max the Jack Russell has been put on dog daycare on 1 February. He wasn’t collected until 1:00PM on 2 February. The total charges are broken down as:

1 February daycare cost:     $50.00

Overnight charge:               $60.00

2 February daycare cost:     $50.00

Total charges:                     $160.00

Paws Zone will phone the pet parent prior to boarding and reconfirm the process. An email will also be sent accordingly for records purposes.

7.  On Saturdays, drop-off time is between 8:00AM and 10:00AM. Collection time is from 4:00PM to 5:00PM.  Please provide advance notification via SMS, call or Facebook private message if the intended drop-off and collection times are outside of the aforementioned drop-off and collection times so we’ll be able to accommodate. The drop-off and collection times must still be in compliance to Paws Zone’s operational hours.

For dogs who are on daycare and have not been collected on time, it is regarded as an emergency booking. For emergency bookings, Paws Zone will be boarding these dogs and two boarding fee of $120.00 (additional) is to be paid by the pet parent upon collection on Monday morning from 7:30AM and 9:00AM.  If the dog is to be picked up between 9:00AM and 12:00PM on Monday, a half day’s fee of daycare of $40.00 is to be paid by the pet parent.  For pickup after 12:00PM, an additional daycare day’s fee of $50.00 is chargeable to the pet parent upon pickup.

For example, Max the Jack Russell has been put on dog daycare on a Saturday. He wasn’t collected until 1:00PM on the following Monday. The total charges are broken down as:

Saturday daycare cost:                    $50.00

Overnight charges (2 nights):            $120.00

Monday daycare cost:                     $50.00

Total charges:                                 $220.00

Paws Zone will phone the pet parent prior to boarding and reconfirm the process. An email will also be sent accordingly for records purposes.

The additional boarding fee is to cater for emergency provision of resources to care for the dog.

8.  Collection:  The dog will only be released to persons defined on the registration form.  Paws Zone will need to be advised in writing or email if the person collecting is not on the dog’s registration form.  Please send through via our Contact Form, our socials or our usual email address and that the person nominated to collect the dog will be required to present a valid ID, e.g. driver’s license, work ID, student ID or passport.  The person will need to be aged 18 years and above.

If the above is not complied with, Paws Zone reserves the right not to release the dog. Accordingly, charges are applicable for the dog to stay within Paws Zone’s care until collected by a person or persons nominated on the registration form.

9.  Unplanned long stays:  If a dog is left uncollected for 7 days, beyond the booking end date, a final call will be placed with the pet parent and the emergency contact as defined on the registration form. If the dog is still not collected on that day, Paws Zone will be handing the dog to the RSPCA, the council pound or nearby dog shelter.

All costs associated in caring for the dog up that point in time will still be payable by the pet parent to Paws Zone.

10.  Fleas:  Whilst utmost care is taken to ensure a flea-free environment at Paws Zone, we cannot guarantee that all dogs attending any service at Paws Zone do not have fleas. Pet parents must provide this essential routine treatment with their dog.   For when a dog attending day care has been discovered with fleas, the pet parent will be advised on the phone about the discovery and that the dog will be given immediately a flea treatment with a wash and dry which is payable by the pet parent at the time of collection. For when the pet parent is not reachable by phone, Paws Zone will proceed with providing the flea treatment with the wash and dry, still at the pet parent’s expense.

Paws Zone cannot be held liable in the case of the dog reacting to the medication or treatment.

11.  Collars and leashes:  Paws Zone reserves the right to use its own collars and/or leashes on your dog whilst on our care.

12.  Pricing:  Dog daycare rates are charged per calendar day.  Dog boarding rates are charged per 24-hours basis.  Any pricing stated on this document is subject to changes as deemed by Paws Zone management with written notice provided to pet parents at least 4 weeks prior to the price change being committed.

13.  Dog Food & Treats: We would normally request that dog food be provided by pet parents to avoid any tummy upsets which is common when a dog changes its dietary intake. If this is not provided, we will provide the dog food that we have onsite.  If the pet parent requires specific dog food and treats to be provided to their dog but is not able to bring them to Paws Zone, Paws Zone will purchase the dog food which will be payable at cost plus 10% by the pet parent.

We require the provision of special dog food for dogs that have a specific dietary requirement or have known food allergies.

14. Communication: We provide video and photo updates during a dog’s stay at Paws Zone through private social messaging or email. We request that pet parents send a private message to our Facebook or Instagram page to get all of these updates in a timely manner.  For non-urgent communication, we request that pet parents use these social platforms to communicate with our team for any queries, requests or concerns during the dog’s stay. 

D.  Dog Grooming

  1.   Booking: Booking a dog grooming appointment in advance is recommended. From time to time, Paws Zone may be able to accommodate same day booking  but is subject to the completion of the registration form, the dog being in good health and staff availability.  Bookings can be done via phone (04PAWS1234), email, private messages to our Facebook and Instagram pages or our online booking form.
  1.  Service duration & late collection fee:  On receiving the dog for service, the pet parent will be given an estimate on when the service will be completed.  A normal full dog grooming time at Paws Zone will take between 2 and 3 hours. Additionally, when the service is almost completed, an SMS will be sent to the pet parent to advise of a collection time. The pet parent will be required to confirm receipt via SMS.  A no reply from the pet parent assumes that the dog will be collected within the time frame provided on the SMS.

The below charges are applicable:

A $10.00 charge is applicable for when the pet parent is not able to collect between an hour and 2 hours of the SMS message being sent to him. 

A half-day daycare charge is applicable for when the pet parent is not able to collect between 2 hours and 3 hours of the SMS being sent to him. 

A full daycare charge is applicable for when the dog is not collected 3 hours after the SMS is sent. 

These charges are being applied to cater for the provision of resources for such extended stay.

3.  Dog Daycare & Dog Grooming Bundle: Dogs being groomed may enjoy the bundled service offering by Paws Zone which is half-priced dog daycare if bought & consumed on the same day. This however must be bought in advance, at the time of the booking or at the time of drop-off.

4.  Distressed Barking:  If your dog barks incessantly, this creates a lot of distress for the dog, our staff, other dog guests and neighbours, then the dog will need to be picked up immediately after the grooming has been completed. Alternatively, the dog will be kept in the isolation area whilst waiting to be picked up.

5.  Aggression:  If your dog is aggressive towards the staff or other dogs in our care, the dog will need to be picked up immediately after the grooming has been completed. Paws Zone reserves the right to not groom or stop grooming a dog at any time because of aggressive behavior. Charges are still applicable based on the time and effort spent on the dog.

6.  Additional charges: 

Labour and time:  Paws Zone reserves the right to charge additional fees for services we consider over and above the norm covered by our standard rates. This includes charges for: (1) Difficult dogs which have not been accustomed to grooming thereby requiring 2 grooming staff to attend to complete the grooming process. In such a case, an additional charge of $25.00 will be effected on top of the standard rates. (2) Late drop-off for dog grooming appointments beyond 15 minutes. This is chargeable at $15 per 30 minutes delay from scheduled and agreed time.

Flea rinse/treatment:  Flea shampoo is charged at an additional $15.00 and is compulsory if we find your dog has fleas. Paws Zone is not able to offer a daycare service packaged with the grooming for dogs needing a flea treatment. Your dog will also need to be immediately picked up after the grooming is completed.

Matting:  Matted coats will incur an additional charge. Paws Zone’s policy is not to try to comb out such knotting as this is painful for the dog. Left too long, it is impossible to comb out knotting without seriously harming the dog.  With consultation with the pet parent, the matted coat will be shaved off and shaving a matted coat is a delicate and slow process.  The de-matting process may increase the risk of the dog being nicked as clippers can easily cut loose skin. After de-matting, a dog may develop an itchy skin response. An advise will be given to the pet parent to prevent de-matting from occurring in the future.  De-matting will incur additional charges due to the required delicate process which slows down the entire grooming process.  These charges will be relayed by the groomer on the phone to the pet parent.

E.     Liability

Agreeing to this Terms and Conditions confirms that the registrant is the legal pet parent of the dog being registered as stated on the registration form. It also declares that the dog has not been ill with any contagious disease or condition within the past 7 days & that the dog has received all required vaccinations.

The pet parent also agrees that the dog be socialized with other dogs. He/she acknowledges the risks associated with shared items like toys, beddings, water and food bowls to name a few.

The pet parent accepts the risks involved and agree that Paws Zone is not liable for any injuries or illnesses resulting to their dog’s attendance to all and any services at Paws Zone. 

The pet parent understands that for puppies which is between 10 and 16 weeks old, (1) it may be a bit overwhelming and intense for the pup as it would have only gained limited social interaction prior to daycare and (2) heaps of playtime and exercise may be too taxing for the pup given that it needs about 12 hours of sleep a day and overtiredness may lead to getting sick or injured.

The pet parent understands and agrees that he/she is responsible for any damages or injuries incurred while the dog is in the care of Paws Zone and is accountable to pay associated fees and charges resulting to the damages or injuries.  In case of an emergency injury or illness, Paws Zone will make every effort to contact the pet parent before taking the dog to the veterinarian, but if they are unable to reach pet parent, then the pet parent hereby authorizes Paws Zone to transport the dog to receive urgent medical treatment to and from a nearby veterinary clinic. The pet parent authorizes to have the dog treated in his/her absence, for whatever the vet determine to be medically necessary.  Every effort will continue to be made to reach the pet parent as soon as possible if the dog is taken to any veterinarian for treatment of any kind.  The pet parent accepts the responsibility for, and agree to pay any and all medical bills for the dog arising from emergency medical care judged to be medically necessary by the attending veterinarian.  The pet parent also release Paws Zone from any liability resulting with the dog being transported to and from the veterinary clinic in case of emergency or illness.

Paws Zone is not responsible for accidental death of a pet of the nature of pre-existing health condition or natural disasters (e.g., flood, fire, storm, etc.).

The pet parent hereby releases Paws Zone from any liability or claims of injury or loss resulting to my dog attending at Paws Zone for any service.

Paws Zone will not be held responsible for clipper burn and/or minor nicks resulting from grooming of matted, neglected coats or for irritation caused by removing coat from pets possessing mild to severe skin allergy, nor will we be held responsible for stressful effects grooming may have upon an elderly pet.

The pet parent agrees that Paws Zone is not responsible or liable for any lost, stolen or damaged personal property belong to either the dog or or the pet parent. The pet parent also understands that the dog’s collar may need to be removed in the grooming area to prevent injury to the dog.

The pet parent understands that the dog may be photographed or video/audio recorded while on the premises. The pet parent agrees to the use of such photos and/or audio/video recordings in all forms of Paws Zone’s educational and promotional materials and media.

F.    Payments and Requirements

The pet parent agrees that all services booked with Paws Zone are to be pre-paid on booking or arrival.  We will need the payments to clear on the Paws Zone bank account for payments done by BPAY or bank transfer. In cases when the monies have not cleared on the day when the booked service is due, a proof of payment will be required, e.g., bank transfer confirmation, validated deposit slips.  I agree to pay all booked services, and other incidental costs as agreed by Paws Zone and myself. 

The pet parent agrees that extra charges may be incurred by the dog(s) during their stay and care at Paws Zone. Once the charges have been explained and clarified by Paws Zone’s staff, and that evidence has been provided of the attempts to contact the pet parent, he/she agrees to pay the charges at the time of pickup. 

G.    Cancellations and Refunds 

For dog boarding services, the pet parent acknowledges that cancellations with less than 24-hours’ notice will attract no refund for the first day.  For when the full service has been prepaid, the refund for the rest of the days booked will be provided back to the pet parent within 5 business days. For example, the dog has been booked to stay at Paws Zone for 10 days. The pet parent has cancelled the booking at 5PM the day prior to the booking start date or that the dog didn’t turn up on the first day. The pet parent will then be refunded the equivalent fees paid for 9 days.

            Booking start date: 1 February

            Booking end date: 10 February

            Total pre-paid fees: $60.00 x 10 days = $600.00

            Refund: $600.00 – $60.00 = $540.00

Early checkout discount or refund is not applicable for booked dog boarding services as we have to provision for Paws Zone resources in advance.

For dog day care service, the pet parent acknowledges that cancellations with less than 24-hours’ notice will attract no refund for the day’s dog day care service, if prepaid.  Early checkout discount or refund is not applicable for booked dog daycare services.  For example, a dog is booked for a full day dog daycare session and after which, the dog has been collected within 3 hours of drop-off.  No discount is to be provided by Paws Zone even though timewise, that session is a half-day care.  This is because resources are provisioned in advance to ensure high quality of service and care for every dog in our care.

For dog grooming service, the pet parent acknowledge that cancellations with less than 24-hours’ notice will have no refund for the dog grooming service, if prepaid.  For same day or advanced bookings, called-in or walk-in, eventual no-shows will still be paying 50% of the service fee collectible on the next appointment. An invoice will be sent via email as reference to the unpaid service and is payable on the next appointment.

The pet parent acknowledges that this refund policy is to compensate Paws Zone for the actual cost incurred, such as hiring resources for the specific service(s) booked, or loss of potential business given that most of Paws Zone’s business is secured via advanced booking.

H.     Authorization for Paws Zone to Obtain Veterinary Assistance for the Dog(s)

The pet parent hereby authorizes Paws Zone to obtain both general and emergency veterinary assistance, other than the pet parent’s nominated veterinarian, for the dog(s) as required whilst the dog is attending a service at Paws Zone.  The pet parent must pay all expenses incurred by their dog(s) in compliance with Part 5 of the Domestic Animals Act.

The pet parent understands & acknowledges that Paws Zone will make every effort to contact him/her in case of emergencies when his/her dog requires extensive veterinary care and treatment.  However, in the event that the pet parent is not contactable, he/she hereby authorizes the individual(s) stated on the registration as Alternative Emergency Contact to act on the pet parent’s behalf on any matter related to his/her dog(s), including difficult decisions that needed to be acted upon for humane reasons.