Tailored Dogs Trial Booking 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

• The standard $100 trial, including GST, covers preparation, up to three hours' assessment and care, and a verbal debrief.
• We hold the offered place for 24 hours unless another deadline is agreed. Acceptance and payment confirm it.
• An unsuccessful assessment does not itself give a refund. A trial guarantees no membership or casual place.
• Stay reachable and able to collect within 20 minutes if asked.
• Rescheduling is flexible. Unused trials are fully refundable, even on the day.
• Health rules include a seven-day wait after boarding or comparable care.
• CCTV records video and audio. Dog-only promotional filming is a trial condition, subject to section 12's limits.

Your Australian Consumer Law rights apply throughout these terms.

1. Your agreement

These terms and the agreed booking details form your agreement. We supply them and the identified Privacy Policy before acceptance or payment. Accept during the application or booking process. Applying alone creates no booking, payment obligation or membership.

The primary owner must be at least 18 and authorised for care and emergency decisions. Keep information complete and current. One acceptance can cover identified dogs and recording provisions.

The Booking Summary may be our confirmation message. No separate signature or repeat form is needed. A written variation changes only what it identifies.

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

2. What the trial provides

We assess separation, handling, settling, stress and responses to suitable dogs, people and our environment at 88 Penshurst Street, Willoughby NSW 2068.

This assessment comes before any membership or casual-care offer. It guarantees no place or outcome. It is not a diagnosis, veterinary service or private training session. Off-site walks and training outings are excluded; other services are separately agreed.

3. Booking and payment

We agree the date, times, care and price, then send a written offer before payment. The standard $100 covers application review, preparation, the reserved slot, up to three hours' care and observation, and a verbal debrief. Any different price is recorded. The fee is not hourly or credited to membership. No card surcharge applies.

We hold the place for 24 hours after the offer. The offer states the exact deadline. A different deadline, including an extension or short-notice booking, needs agreement.

Your place is confirmed once you accept the terms and details and we receive payment. We then send written confirmation. An agreed free trial needs acceptance and written confirmation only.

If payment is late, we may release the place and will tell you. You may request another available date. Payment after release does not restore the booking: choose a full refund or agree a new available date.

We may request information, suggest another assessment or decline for capacity, health, safety, welfare or suitability. Section 8 protects prepayments.

4. Arrival and collection

Follow the booked arrival, latest workable arrival and collection times. Customers may enter reception and waiting areas only. Follow staff and gate directions; stay until staff accept handover.

Late arrival does not move collection or automatically reduce the fee. If too little time remains for meaningful assessment, section 7 applies. An extension exists only if we initiate and confirm it in writing.

Late collection: after the collection deadline, including a reasonable early-collection deadline under section 5, there are 5 minutes' grace, then $15 for each started 15-minute period. This is charged once per collection.

After an expressly fee-free extension, fees start after the revised time without another grace period.

Fees stop when an authorised collector arrives ready or an authorised alternative handover is completed. Our delays do not count; fees do not extend the trial. An unpaid late fee may be separately itemised once on a later membership invoice, outside the membership price.

5. Stay reachable

Leave after handover, monitor your mobile and keep transport available to collect within 20 minutes if asked. Where reasonably possible, nominate an authorised alternative who can do the same. Keep contact and collector details current; we may refuse release to an unidentified or unauthorised person.

We continue appropriate support and safe separation while waiting.

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.

6. Care and early finishes

We provide assessment and care with due care and skill. Observation, individual support, rest, separation and suitable interactions depend on your dog's needs. We may adapt or end the assessment for stress, fatigue, illness, welfare, safety or operational reasons.

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.

The fee remains payable after an appropriate early finish if we provide a meaningful assessment and debrief. Section 8 covers a trial we cannot meaningfully provide or shorten for unrelated operational reasons.

7. Rescheduling and cancellation

7.1 Rescheduling

We can agree another suitable available date without a fee or fixed limit, confirming the new times in writing. If repeated changes make booking impractical, we may stop reserving dates and refund the unused fee.

7.2 Cancellation or non-attendance

Cancel an unused trial for a full refund, including on the day. This also covers a no-show or arrival too late to begin a meaningful assessment. If unpaid, there is no charge. You may instead agree a new date.

No preparation or lost-booking charge applies. A meaningful assessment already provided remains payable under sections 6 and 8, even if the outcome is unsuccessful.

7.3 Illness or emergency

Keep unwell or potentially infectious dogs home and tell us as soon as reasonably possible. The same rescheduling and unused-trial refund rights apply to illness, health exclusion or an owner emergency.

7.4 Refund timing

We process all Trial Terms 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.

8. If we cannot provide the trial

If we decline or cannot begin the trial, choose a full refund or another available date. The same choice applies if we materially change the booking and you disagree.

The fee buys assessment and feedback. A meaningful assessment and debrief remain payable if your dog is unsuitable, whether temporarily or permanently, including after an appropriate early finish.

If we cannot provide a meaningful assessment, we refund the fee. If we cut care short for unrelated operational reasons, we provide a fair adjustment or required legal remedy. Our postponement never incurs a rescheduling fee or forfeiture.

9. Health and disclosure

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.

10. 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.

11. Feedback and next steps

Taylor or an informed, authorised senior team member gives a verbal debrief, normally at collection. If urgent care prevents this, we follow up promptly.

We explain observations, suitability and practical next steps. These may include brief care suggestions or separate training, veterinary advice or reassessment. This is not a training session, diagnosis or written report.

Either party may decide not to proceed. Membership and casual care need a separate offer, availability and acceptance. A later trial is separately agreed; it is not automatically free.

12. Cameras and dog-only content

12.1 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 cancel the affected unused trial. We refund its cash fee, including on the trial day, and honour or reinstate affected non-cash benefits without another purchase, or provide the required legal remedy. No cancellation deduction or extra withdrawal fee applies. Section 8 governs a trial already begun; a meaningful assessment and debrief remain payable. Earlier lawful recordings are retained only as reasonably needed or legally required.

12.2 Photos, videos and promotion

Dog-only photography, filming and promotion are a condition of the trial. 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 the trial, 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.

13. 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.

14. 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.

15. Notices, concerns and changes

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 in sections 7 and 8.

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.