Tailored Dogs Casual and Additional Services Terms

Version: 1.0
Effective from: 19 October 2026
Business: Tailored Dogs Pty Ltd (ABN 85 693 017 971), trading as Tailored Dogs

At a glance

• Your Booking Summary records the agreed services, dates, times and price.
• Casual daycare requires an accepted trial or equivalent assessment and current suitability approval.
• Unused unpaid casual visits are not charged. Prepaid visits can be rescheduled or refunded.
• Half days last up to four hours. Longer visits incur the disclosed upgrade. Late-collection fees may also apply.
• Health rules include a seven-day wait after boarding or comparable care.
• CCTV records video and audio. Dog-only promotional filming is a care condition, subject to section 8's limits.

Your Australian Consumer Law rights apply throughout these terms.

1. Your booking

These terms and agreed booking details form your agreement. We supply them and the identified Privacy Policy before acceptance or payment. You may accept by form, express conversation or message. The Booking Summary can be our confirmation message; no separate signature is needed.

Later unchanged bookings need only new details and updated information. Changed terms or permissions need fresh agreement. The primary owner must be at least 18, authorised for care and emergency decisions, and keep information complete and current. One acceptance can cover several identified dogs and recording provisions.

Daycare confirmation requires suitability approval, acceptance, any required prepayment and our written confirmation. Agreed later payment is recorded without a deferral charge. A lift may be agreed verbally or by message under section 6.

Only confirmed dates are reserved; there is no ongoing place, automatic renewal or membership Renewal Credit. Full-day members' extra half-day bookings, including recurring visits, follow these terms. Memberships and trials retain their own terms.

Daycare is at 88 Penshurst Street, Willoughby NSW 2068. Term-break care means daytime care or programs during membership breaks, only when specifically offered. Membership does not include it or promise it every break. Off-site walks, training outings and overnight boarding are excluded. Private training and transport are separately agreed.

These terms cover services from 19 October 2026 without changing earlier agreements.

2. Care, health and suitability

Suitability: daycare bookings require a completed trial or expressly accepted equivalent assessment and current approval. Time away or changes in health, behaviour, development or reproductive status may require a new trial. This is an individual decision; we separately agree its price. Section 5 protects existing prepayments.

Care: we provide agreed care with due care and skill, appropriate supervision, activity and rest. We may adapt groups or handling for safety and welfare without materially reducing care. Constant one-to-one training, veterinary services and particular outcomes are not promised.

Half days last up to four hours; full days use agreed times. Individual exceptions need written agreement. Section 3 covers longer visits.

Care may include comfortable crate rest, supervised tethering for settling, training or safety, and slip leads for risk management, not training. We discuss handling sensitivities and adapt or stop arrangements causing unreasonable distress or risk.

Keep health and behaviour information complete and current: illness, injury, allergies, medication, reproductive changes, handling or escape risks, incidents and professional advice.

Disclose dangerous, menacing or restricted-dog status, proposed declarations and council or court controls, with documents. We accept care only if we can meet the controls safely and lawfully.

Vaccination and parasites: keep C5 vaccination, including kennel-cough cover, and appropriate flea and tick protection current. A medically supported exception must be lawful and agreed in writing. Supply requested evidence. Discuss in-season status, pregnancy or recent whelping. There is no automatic desexing requirement.

Food and allergies: before care, tell us about allergies, their severity, diet and vet or emergency instructions. We agree what we can accommodate. Supply labelled food or treats we do not normally provide when the agreed diet requires them.

We follow feeding instructions and take reasonable precautions. Group care cannot be guaranteed free of other food or crumbs; unsafe risks may require declining or pausing care. We promptly report known exposure or reactions and arrange emergency care when needed. Our care duties and legal responsibility remain.

Medication: prior written agreement is required. Supply original labelled medication, current dose and timing instructions, and doses already given. Staff must be able to assist safely; we do not change prescribed doses.

Keep unwell or potentially infectious dogs home. Promptly report symptoms, infectious contact, outbreaks and advice affecting attendance. We may require collection, exclusion or vet clearance.

Seven-day return rule: report kennels, home boarding, board-and-train, another daycare or similar organised care involving dogs from different households mixing or sharing airspace, equipment, yards, vehicles or handlers.

Collection is Day 0; earliest return is the same weekday the following week, without symptoms, known exposure or an outbreak notice. Longer exclusion or vet clearance may be needed.

Dog parks, walks, classes, grooming and vet visits do not automatically trigger this rule. Still report symptoms, exposure and outbreaks.

3. Handover and collection

Follow booked times and staff or gate directions. Use suitable equipment and stay until staff accept your dog. Customers may enter reception and waiting areas only.

Keep collector details current; we may refuse release to an unidentified or unauthorised person. Stay contactable or nominate someone authorised to arrange prompt collection.

Half-day upgrade: care beyond four hours costs the full-day price less the half-day price already charged. We disclose this GST-inclusive difference before acceptance; it changes only that visit. Time runs from staff accepting your dog until an authorised collector arrives ready.

Pay the itemised upgrade before the next half day unless agreed otherwise. We may decline that visit for an undisputed overdue upgrade after notice and reasonable time to pay. Genuine disputes are reviewed first.

Late collection: 5 minutes' grace, then $15 per started 15 minutes, once per collection, not per dog. The deadline is:

• Full days: the agreed collection time, including a reasonable early-collection deadline we communicate.
• Half days: daycare closing time, even if care lasts less than four hours.

At 5:45 pm closing, fees begin after 5:50 pm. Passing four hours alone incurs the upgrade. Both charges can apply after closing.

Fees stop at ready authorised collection or completed authorised alternative handover. Our delays do not count. Paying fees does not extend collection times or override welfare requests.

Any agreed extension must be recorded in writing, including its deadline and fee arrangements. After an expressly fee-free extension, fees start after the revised time without another grace period.

If nobody can collect, we try the contacts and keep your dog safe while arranging handover. Necessary, reasonable third-party care or transport costs caused by failed collection may be payable, allowing for our responsibility and no charge twice for the same loss. Overnight boarding is not included.

4. Payment and cancellation

Your Summary records GST-inclusive prices, discounts, money due and deadlines. Cash means money paid by any method, including card or bank transfer. No card surcharge applies. Any genuine bank-transfer or PayID discount is disclosed before acceptance. Promotional benefits follow their stated use and expiry rules; they do not become cash unless the offer or law requires it.

Daycare bookings: unused unpaid visits are not charged, including no-shows. If prepaid, we offer a suitable new date first. You may instead request a full refund of the unused booking's cash price, without another purchase. Membership expiry and Renewal Credit rules do not apply.

Promptly report illness, exposure or emergencies, even after booked arrival. We may need health information for safe care, but refunds do not depend on proving illness. Repeated no-shows may affect future acceptance, without retrospective fees. Early collection from properly provided care does not create an hourly refund.

We process refunds promptly, within 14 calendar days of your request or our agreement to refund, whichever is earlier. We use the original payment method unless agreed otherwise. We do not deduct processing costs or disputed separate charges without written agreement or lawful authority.

5. If we cannot provide care

If we cancel or decline before care begins, or materially change it and you disagree, choose a full cash refund or agreed alternative. We honour or reinstate affected non-cash benefits without another purchase, or provide the required legal remedy.

An early finish for safety or suitability after meaningful care does not automatically create an hourly refund. Materially unprovided care receives a fair adjustment or required legal remedy. We discuss options where practicable but may act immediately for safety or welfare.

Emergencies, disease, weather, utility or staffing failures do not remove these rights. Future unused bookings are not forfeited because your dog cannot continue.

6. Transport, nail care and grooming

We agree scope, price and individual conditions before booking. Listing a service does not promise availability.

Transport we provide, including a free lift: agree pickup, drop-off, timing, authorised people and any price. A standing arrangement may cover repeat journeys. Arrangements or changes can be verbal or by message; no separate transport form is needed.

Disclose travel sickness, anxiety, escape or handling risks. We use suitable secure restraints, ventilation, temperature management and reasonable journey precautions. We notify material delays where practicable. Times are estimates; no continuing route is promised.

We never leave a dog unattended at an address or with someone unauthorised. If handover fails, we contact nominated people and keep your dog secure while arranging safe return or handover. Home entry needs separate, limited express authority. Access details are safeguarded and used only for that purpose.

Transport you book and pay for directly is your provider's service. Authorise the collector and ensure handover times are met. Our referral alone does not make that provider our agent or its journey our service. We remain responsible for our own care, custody, handover and legal obligations.

Nail care and grooming: agree work, handling limits and price. Disclose pain, skin conditions, sensitivities and past injuries. We stop for unreasonable distress, pain or risk. Sedation and veterinary treatment are excluded.

We may agree to finish across later visits. Before you commit, we record timing, remaining work, total price and any separate attendance fee. Changed scope or a higher price needs express agreement before proceeding.

If we cannot complete the service and no revised arrangement is agreed, there is no charge for that incomplete service and its prepayment is refunded. Properly provided separate daycare or transport remains payable.

Cancelling extras: unperformed work can be rescheduled or refunded, including same-day cancellation or no-show. Unpaid unperformed work is not charged. The only exceptions are:

• reasonable agreed transport work already provided; and
• an unavoidable third-party purchase already made with your specific prior authority, disclosed cost and supporting evidence.

Cancellation does not authorise new purchases. These exceptions do not override the incomplete-grooming refund or allow double charging.

7. Emergencies and vet care

We try you or an authorised contact first. You authorise first response within staff competence and necessary transport to a suitable available vet, including one other than your usual vet.

If nobody authorised is reachable in time, you authorise urgently necessary treatment the vet recommends, with no preset spending cap where delay risks pain, deterioration or serious harm. Non-urgent treatment needs approval. You resume decisions once reached where practicable.

We keep your dog safe until authorised handover, give the vet relevant information and confirm staff may leave. The vet directs treatment; you arrange ongoing care and collection.

You ordinarily pay reasonable vet, medication and necessary transport costs, except to the extent of our breach, negligence or other legal responsibility. Initial payment does not decide who is responsible.

Euthanasia requires your express consent unless a vet determines it immediately necessary and lawful to prevent irremediable suffering, after failed reasonable contact attempts.

8. Cameras, content and privacy

CCTV and audio

CCTV records video and audio, including conversations throughout reception. Sound may reach beyond camera views; we cannot promise an unrecorded space.

You personally consent to future recording and review of your voice and conversations you take part in at our premises for care, safety, security, incident or complaint review, checking business instructions or facts, and related legal or insurance matters. Further consent required from anyone else remains our responsibility.

Only owner-directors routinely view or download recordings. Necessary lawful disclosures may go to vets, insurers, legal advisers, police or authorities. Human voices and private conversations are excluded from promotional permission.

Footage overwrites according to storage and system settings; availability varies. Relevant extracts may be kept longer as reasonably needed or legally required.

You may withdraw future audio consent at any time. Contact us before entry where possible to discuss alternatives. If none works, either party may cancel affected unused care. Sections 4 and 5 protect unused value, including affected non-cash benefits. No cancellation deduction or extra withdrawal fee applies. Properly provided care remains payable, subject to your legal rights. Earlier lawful recordings are retained only as reasonably needed or legally required.

Photos, videos and promotion

Dog-only photography, filming and promotion are a condition of care. We film ordinary care, often with dogs together. Your dog may be featured or in the background. We may show training and discuss your dog's behaviour and progress, including relevant past behaviour. These accounts must be accurate.

You permit us to capture and use lawful material from your dog's care with us, including earlier lawful material, with your dog's first name, for private updates and Tailored Dogs promotion. This covers our websites, emails, social media, Google Business profiles, organic posts, paid advertising and print.

We may edit, combine and add branding, captions, music or voice-over through authorised providers and platforms. We must own the material or have permission to use it. No per-use approval, payment or royalty is required.

Permission continues after care ends, including new uses of earlier lawful material within these limits. You may stop future capture by contacting us. If care cannot continue, the cancellation and refund protections for withdrawn audio consent apply.

Old footage: after you stop using our services, you may request removal of specific material. Within a reasonable time, we remove it from online channels we control, stop active advertising using it and stop reusing it. Printed, distributed or third-party copies and necessary care, incident or legal records may remain. Your privacy rights still apply.

Separate permission is needed for:

• identifiable people or voices, private conversations, household details, tags or personal stories, including dog images revealing personal information;
• testimonials or endorsements attributed to you;
• private health information, individual written training plans or incident details, or footage of treatment, injury or serious distress;
• stock-media sales, unrelated third-party advertising, AI training or synthetic testimonials.

Refusing these optional uses does not affect care. Necessary private care, emergency and incident communications remain permitted.

We do not misrepresent welfare or behaviour, invent endorsements or imply former dogs still attend. We promptly remove or correct material we control that breaches these limits or creates a reasonably identified safety, privacy or welfare risk, and stop reusing it in that form. Other requests are considered in good faith.

Personal information

We use owner and dog information for care, assessment, bookings, payments, communication, safety, emergencies, necessary records and legal obligations. Relevant information is shared with staff, providers, authorised contacts, vets, insurers or authorities as reasonably necessary.

The supplied Privacy Policy explains handling, access and correction. Contact hello@tailoreddogs.com with privacy requests. Dog-content permission does not subscribe you to optional marketing emails or SMS.

9. Responsibility, notices and changes

Group care risks include unpredictable reactions, injury, stress, escape, infection and food or allergen exposure. We remain responsible for competent assessment, supervision, handling, containment and responding to warning signs. Missing owner information does not excuse our failure to take reasonable precautions.

We promptly report significant incidents, including injuries, fights, escapes and medication errors, with known facts, action and later findings. CCTV is not required to raise a concern or establish responsibility.

To the extent lawful, we are not liable for loss caused solely by an inherent risk where we exercised due care and skill and kept this agreement. Not every incident is preventable.

You are responsible for reasonable, evidenced direct loss from your material breach, negligence, failure to follow reasonable safety instructions, or knowingly or negligently withheld or misstated information. Contributions by us or others reduce your responsibility. Another dog's bill is not automatically yours. NSW dog-attack and other legal responsibility depends on the facts and may arise without negligence.

Australian Consumer Law guarantees, misleading-representation remedies and other rights or liabilities that cannot lawfully be excluded remain protected.

Send notices to hello@tailoreddogs.com, by text or another established written channel. Sydney time applies. Your message counts as received when it reaches our system, even outside business days or before staff read it. Known failed delivery does not count. For urgent safety matters, also phone where practicable.

Business days are Monday to Thursday, excluding NSW public holidays. Other services may be arranged. Messages are not continuously monitored; response times vary.

We review concerns in good faith and communicate an outcome or next step. NSW Fair Trading and your legal rights remain available. Refunds never require silence, removal of a review or a testimonial.

We do not retrospectively change accepted prices or terms. Material changes need fresh agreement. Website guidance, profile or Privacy Policy updates cannot add fees or expand permission. Necessary urgent legal, health or safety changes are promptly notified and retain the remedies above.

NSW and applicable Commonwealth law apply. NSW courts and tribunals with authority may hear disputes; this does not exclude other lawful forums. An invalid provision may be limited or removed; the rest continues. Not enforcing a right once does not waive it.

Electronic acceptance is permitted. We keep and provide your accepted documents and acceptance record.