Tailored Dogs Membership Terms and Conditions

Version: 2.0
Effective from: 19 October 2026
Business: Tailored Dogs Pty Ltd (ABN 85 693 017 971), trading as Tailored Dogs

At a glance

• Your Schedule sets out your care, dates, total price and payment arrangements. Renewal is a new purchase.
• Missed visits retain eligible value, even without notice. Replacements need availability; Renewal Credit is for the next Term only.
• Cancelling before Term-end can give an unused-value refund. Simply leaving visits unused until Term-end does not.
• 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. You normally cover vet costs; our failures remain our responsibility.
• CCTV records video and audio. Dog-only promotional filming is a membership condition, subject to section 14's limits.

Your Australian Consumer Law rights apply throughout these terms.

1. Your agreement

Your agreement is these terms, the completed Membership Schedule, its identified attachments and written changes we both accept. Changes affect only what they identify.

We supply these documents and the identified Privacy Policy before acceptance or payment. One signature or recorded acceptance covers the identified dogs and recording provisions.

The primary owner must be at least 18 and authorised for care and emergency decisions. Keep information accurate; necessary health, emergency and collection details must be ready before care. We reuse your profile and confirm changes.

Early acceptance covers services from 19 October 2026 without changing earlier agreements. Renewals use the supplied master version and new Schedule, accepted through the offer's stated payment or written process. A renewal with no money due needs written acceptance. An invoice or silence creates no renewal or debt.

Term: your Schedule's fixed period, ending at midnight on its final date, Sydney time. Cash-funded value: paid with money, including card or bank transfer, rather than non-cash credit.

2. Care we provide

We provide structured, trainer-led group daycare at 88 Penshurst Street, Willoughby NSW 2068: suitable interaction, enrichment, rest and everyday learning. Off-site walks, overnight boarding, veterinary services, diagnosis and constant one-to-one training are excluded. Private training and extras are separately agreed.

We provide our services with due care and skill. Additional support, services and prices are agreed before booking. We may adapt groups, activities and rest for welfare and safety while preserving promised care. Particular behavioural, training or health outcomes are not guaranteed.

An end-of-term report is included only for dogs enrolled for the entire term, based on available care and observations. Other updates are given as useful and practical.

Half days last up to four hours; full days use agreed times. Individual exceptions need written agreement. Section 6 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.

3. Continuing suitability

A trial or previous attendance does not guarantee continuing suitability. We consider health, stress, behaviour, rest, handling needs, safety and our ability to meet your dog's needs.

We explain material concerns and discuss options where practicable. For safety or welfare, we may separate dogs, request collection or act immediately. Sections 10 and 11 cover pauses and ending care.

4. Health and diet

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. Other requirements are disclosed before booking, apart from necessary urgent changes under section 17.

Tell us about conditions, pain, injury, allergies, diet, medication and veterinary advice. Discuss in-season status, pregnancy, recent whelping and other changes affecting care. 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.

5. Behaviour information

Disclose biting, snapping, fighting, aggression, reactivity, guarding, fear, handling sensitivity, separation distress, escape behaviour and professional advice. Keep information complete and current; behaviour can change with circumstances.

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

6. Arrival and collection

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

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

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.

Collecting early from a properly provided full day does not turn it into a half-day purchase.

7. Missed visits, changes and credits

7.1 Known away dates

Tell us confirmed away dates before accepting membership or renewal. We exclude them and known closures or public holidays from the dates and price. They create no later credit or refund. Attending on an excluded date needs a new confirmed booking.

7.2 Missed visits

Please give early notice, preferably by the previous day. Late or no notice does not forfeit eligible value or attract a no-show fee. Actual attendance determines unused value under sections 7.3 and 7.4. Health and exposure disclosures remain required.

7.3 Moving visits

Membership reserves your regular Schedule dates. Changed circumstances may allow an agreed replacement within the same Term, subject to capacity, staffing and suitability. Confirm moves or visit-length changes before attending.

Replacements use the existing allowance. We reconcile attendance against purchased visits to calculate unused value. A replacement can occur after an agreed shorter membership ends, within the same Term, without another purchase. Required suitability reviews still apply.

7.4 Renewal Credit

Unused dates not replaced during the Term qualify for Renewal Credit, up to their remaining cash-funded value under section 10.1. Incoming credits and promotions can fund same-Term replacements but never generate fresh credit.

Renewal Credit belongs to the same owner and dog. It applies only to the immediately following Term's membership, capped at its fee. It cannot be transferred or carried forward again, and expires if renewal is not accepted by the offer's reasonable deadline.

We allow reasonable acceptance time and confirm credit promptly once attendance is settled. Our delay cannot forfeit eligibility. Later-confirmed credit corrects a paid renewal: we refund any overpayment promptly, within 14 calendar days of confirmation. Report missing visits or credits.

Term-end non-use does not itself create a refund. Written cancellation must arrive before Term-end under section 10.1, even if the renewal deadline has passed. Non-attendance or declining renewal does not retrospectively cancel membership.

If you want to renew but we cannot offer suitable care for reasons not caused by your breach, we refund eligible unused cash-funded value unless another use is agreed. Closure and inability to meet your dog's needs are included. We calculate unconfirmed amounts; free promotions and expired incoming credits do not become cash. Section 11's refund deadline applies. Remedies for care we could not provide never require renewal.

7.5 Changing frequency or visit length

Agreed changes reprice future dates only at the new membership rate. We apply their remaining value towards the revised price and confirm extra payment or refund. The change preserves amounts paid with money or credit and any agreed pricing arrangements. Earlier visits are not repriced; absences do not change frequency.

Extra half days use your underlying membership frequency's half-day rate unless agreed otherwise. They do not increase frequency or discount full days.

Even recurring extra half days are flexible casual bookings: unused unpaid visits are uncharged; prepaid ones can be rescheduled or refunded. Membership expiry and credits do not apply. We supply the Casual and Additional Services Terms; one acceptance may cover both.

8. Referrals and promotions

We may confirm benefits for a genuine referral by an existing member. The new family's offer fixes the qualifying purchase and benefit before acceptance. A short purchase may need to accompany or precede a longer membership; eligibility cannot change after acceptance.

We apply the new member's benefit to the invoice and confirm the referrer's reward once the qualifying purchase is accepted and paid. A trial alone does not qualify.

We record each covered dog's free-week visits or value at its own frequency and rate, when earned, permitted use and expiry. Extra visits need suitable availability.

Benefits are non-cash and non-transferable unless agreed otherwise. They may combine with Renewal Credit unless stated otherwise, but cannot be used twice. Existing promises are honoured without retrospective restrictions.

9. Price and payment

Your Schedule records the GST-inclusive total, care, dates, exclusions, discounts, credits and money due. We agree these before acceptance. Section 10.1 fixes the unused-value calculation; it cannot later change to reduce a refund.

9.1 Full-Term Membership

One prepaid package buys the agreed dates at the best membership rate. Terms have fixed dates and may vary in length. A mid-term start buys the agreed remainder.

We may offer the remainder and next Term together. Each keeps its own care, dates, price, credits, payment and cancellation or expiry rules. Known away dates are excluded before pricing. Half days may continue or be upgraded when suitable and agreed.

9.2 Payment methods

No card surcharge applies. Any genuine bank-transfer or PayID discount is disclosed with standard and discounted prices before acceptance, and applies only to that method.

9.3 Payment deadlines

Pay before first purchased attendance unless expressly agreed otherwise. An earlier invoice request brings no late fee, interest, price increase or loss of an accepted place if you pay before first attendance.

Acceptance has its own deadline. Unaccepted places may be released; renewal is never automatic.

We may withhold an unpaid package's start. Overdue services already provided may lead to paused attendance after notice and reasonable time to pay. We review genuine disputes before pursuing that amount or pausing care because of it. Undisputed amounts remain due.

10. Ending membership and refunds

10.1 If you decide to leave

Send written cancellation before Term-end. It takes effect on receipt, or a later date you specify before Term-end, without our acknowledgement or a cancellation penalty.

Unused value includes future cancelled visits and earlier missed visits, with or without notice. It excludes care attended or begun and value already used as a replacement, credit or refund. Illness, emergency and service-failure remedies still apply to begun care.

Visit values are equal shares of the agreed price after price discounts and before general credits. Differently priced periods or care types in your Schedule are calculated separately. Specifically priced promotional visits keep their value; divide the remaining price equally across other visits.

Money pays for chargeable care before incoming credits. Incoming credits are not cashed out. Each package's refund is the smaller of:

• 1. eligible unused visit value; and
• 2. cash received, minus the value of chargeable visits, cash already returned and unused value applied to another package.

The refund cannot be less than $0 or turn non-cash credit into money you owe. Agreed unpaid care already provided remains payable, allowing for credits. Specifically free dates stay free. General incoming benefits are not reissued on voluntary cancellation unless their offer allows it.

We return overpayments, count each amount once and cancel benefits or replacements attached to refunded value. Earlier care is not repriced at casual rates. Properly provided separate services remain payable. We may agree a more generous outcome.

We provide the calculation and process refunds promptly, within 14 calendar days after cancellation takes effect, by the original payment method unless agreed otherwise. Processing costs or disputed separate charges are not deducted without written agreement or lawful authority.

Holding a refund for next Term: at your request, we may record its amount and purpose, release cancelled dates and agree any future place separately. It remains refundable until applied, then counts as cash paid to that package. It is not expiring Renewal Credit and does not extend old credits.

10.2 If we pause or end care

We may reasonably refuse, pause or end care for:

• health, welfare or safety risk, or loss of suitability;
• materially inaccurate or withheld information;
• serious or repeated breach of reasonable care requirements;
• threatening, abusive or unlawful conduct; or
• overdue undisputed payment, following section 9.3.

We explain concerns and discuss options where practicable; safety may require immediate action. If care is unsuitable, we ordinarily end membership promptly and refund unused cash under section 10.1. Section 11 also protects dates we cannot provide and affected non-cash benefits.

An agreed break records its reason, review or return conditions and unused dates. Future suitability and availability are not guaranteed; you may cancel instead.

Ordinary illness or boarding exclusion follows section 7 while membership continues, even if we require it. Dates we prevent while reviewing continued suitability follow section 11.

Separate claims against you need specific evidence. Disputed deductions require agreement or lawful authority.

11. When we cannot provide care

Emergencies, disease, weather, utility or building failures, unsafe premises, unexpected staff illness or shortages, welfare concerns or legal requirements may disrupt care. We give as much notice as practicable.

For a paid date we cannot provide, choose its remaining cash-funded refund under section 10.1 or agree a replacement within the same Term. If renewing, you may agree to apply the refund to your new membership. If not, we refund it. An unused date does not give you a standalone visit next Term.

Affected non-cash benefits are honoured or reinstated without another membership, or dealt with as the law requires.

Care cut short for operational reasons receives a fair adjustment for missing care or the required legal remedy. Refunds and other remedies for care we cannot provide survive Term-end and do not require renewal.

Cash refunds are processed promptly, within 14 calendar days of your request or our refund agreement, whichever is earlier.

12. 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.

13. Extras and transport

Casual or term-break care, extra half days, nail care and grooming need a separate agreement on scope, price and handover under the supplied Casual and Additional Services Terms. Membership does not include or promise them.

Those terms also cover exceptional lifts we provide, paid or free. Pickup, drop-off and price can be a standing verbal or message agreement. No separate transport form or ongoing route is promised.

Transport you book and pay for directly is your independent authorised-collector arrangement. Our referral alone creates no agency or transport service. We retain responsibility for our own care, custody, handover and legal obligations.

14. Cameras and dog-only content

14.1 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 end affected unused care. Sections 10 and 11 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.

14.2 Photos, videos and promotion

Dog-only photography, filming and promotion are a condition of membership. We film ordinary care, often with dogs together. Your dog may be featured or in the background.

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, endorsements, case studies or claims about results;
• detailed health, behaviour, training or incident information, 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.

15. Risk and responsibility

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.

16. 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.

17. Changes to the agreement

Accepted prices and terms are not changed retrospectively. Material changes need fresh agreement to an identified version, ordinarily for a future Term. Website guidance, profile or Privacy Policy updates cannot change a booking, add fees or expand permission.

Urgent legal, health or safety changes are limited to what is reasonably necessary and promptly notified. Sections 10 and 11 and legal remedies still apply.

18. Notices and concerns

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.

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.