Terms and Conditions

We ask that you take a few minutes to read these Terms and Conditions and by proceeding with any of our Services or by purchasing any of our Goods, you agree to be bound by these Terms and Conditions.

Who are we and what do we do?  

Hello, my name is Gemma Olsen, and I am the sole director of Patient Paws Pty Ltd (ACN 651 748 891), trading as Patient Paws Animal Assisted Education and Therapy (Patient Paws). 

Patient Paws is located at 2A Venture Way Pakenham, Victoria, 3810.  

We provide an array of services to cater for the needs of your most precious possession, your dog. At Patient Paws, we offer: 

• Day Care;  
• Private or group training sessions; 
• Train and Play day; 
• Grooming; and 
• Workshops and events, collectively, Services. 

Most of our Services are delivered at our purposely built factory in Pakenham.  However, some of our training sessions will be conducted at a public park or reserve. We also sell training equipment and toys (the Goods) for your pride and joy. We provide no warranty regarding the suitability of these Goods.

Our hours

Except for public holidays, we are open from Monday to Friday from 7.30am to 8.30pm and every Saturday, from 8am to 5pm. 

The jargon

Any reference to “we”, “our” or “us” in these Terms and Conditions refers to Patient Paws and any reference to “I”, “me”, “you”, or “your” refers to you, the person engaging us to provide any one of our Services. 

“Parties” refers to you and us, collectively.

Why do we have these Terms & Conditions? 

At Patient Paws, the welfare and safety of our staff and your dog is our greatest priority.  With this in mind, these Terms and Conditions sets out your obligations and any conditions or limitations that apply when buying any of our Goods or using any one of our Services.

Our Fees

The fees applicable to our Services are as follows (all prices quoted are inclusive of GST and are per dog):

Other Fees May Apply

• Failure to collect your dog at the agreed time or within 30 minutes of being contacted, may incur a late fee of $10 per 15 minutes.
• We request 24 hours’ notice for cancellations or variations. If you fail to provide the prescribed notice or do not show up for your appointment, cancellation fees may apply, up to the cost for the relevant Service.  
• For grooming, we require all dogs to be free of fleas. If fleas are found on your dog, there will be an additional minimum $15 to cover flea wash, additional time and clean up to ensure our facility stays flea free for other dogs.
• For grooming, matted coats may incur an additional fee from $10-$30 depending on coat type, dogs’ behaviour and size of dog.

Our Approach

We encourage dogs to stretch, socialise and play with each other. We generally adopt a cage free environment.

Whilst Patient Paws will use reasonable efforts to keep your dog safe and happy, you accept that there are inherent risks associated with our approach, such as the transfer of diseases and injuries.

Unfortunately, our Services are not an appropriate environment for some dogs. At our discretion, your dog may be separated from others, crated, or muzzled for the protection of others or of itself. You may also be asked to remove your dog from our premises, or you may be asked to leave a training session.

Patient Paws retains the discretion to, temporarily or permanently, prevent your dog from utilising any of our Services.

Your General Obligations

You acknowledge and agree to the following: 

• By enrolling my dog in any one of the Services, I represent that I am the legal owner of the dog, and I acknowledge and accept that there are risks such as illness or injury to my dog or person as a result of participation in any of the Services, including illness or injury caused by other dogs.    

• Health: My dog is in good health and is free from any condition that could be transmitted to other dogs or people.    

• Regular Check-ups: My dog has received a complete physical check-up from a qualified vet in the last 12 months and will continue to do so, on an annual basis (or more regularly, if directed by my vet). 

• Behaviour:  My dog is well behaved and has shown no aggression.  

• Keep us informed: I agree to notify Patient Paws if I have concerns with my dog’s health (including any allergies) or behaviour.   

• Vaccination and Parasite Regime: My dog has up to date C5 Vaccinations (administered within the last 12 months and not less than 1 week prior to participating in any Service) and consistent with the advice provided by my veterinarian, adopts an appropriate parasite regime. On request, I will submit proof of the C5 Vaccination from a qualified vet to Patient Paws.  If I have a puppy, my puppy will have received their first vaccination before participating in any of the Services and will have its final vaccination by 16 weeks. 

• Unless we agree otherwise, if my dog is male and over 6 months of age, it has been desexed.  

• If my dog is female and is in session, I agree not to use any of your Services.  

• I agree to have my dog on a leash whilst entering or existing Patient Paws premises. 

• I agree to follow instruction from any member of the Patient Paws family and behave in such a way that is safe and considerate to staff and other participants. I take responsibility for any children or guest that will accompany me or my dog to any Service. 

• We value sharing:  If I bring any toys or other items for my dog’s pleasure, I appreciate that you can’t protect these items from other dogs and that they may be lost or destroyed. 

• First-time attendees: I agree and acknowledge to either attend a free information session or a private training session before I use any of your Services (this requirement does not apply for grooming services) and where my dog wants to attend day care, my dog must also attend a Train & Play session and pass a general behaviour assessment. 

• Training Sessions: I acknowledge and agree to abide by the Training Code of Conduct, detailed below when participating in any training session facilitated by Patient Paws. 
• Grooming:  I acknowledge and agree to the additional terms applicable when my dog is groomed, as noted below. 

• Fees:  I have reviewed the section headed “Our Fees” at the beginning of these terms and conditions and agree to these fees.

• Payment of Fees: Payment for any Service must be made before or on completion of the relevant Service. 

• Cancellation: We request 24 hours’ notice for cancellations or changes to your appointment. If you fail to provide the prescribed notice or do not show up for your appointment, cancellation fees may apply, up to the cost for the relevant Service.  

• Late Fees: You agree to notify Patient Paws if you are unable to collect your dog at the agreed time. Failure to collect your dog at the agreed time or within 30 minutes of being contacted, may incur a late fee of $10 per 15 minutes.

• Emergency care: Patient Paws will try to contact me as soon as possible to advise of any incident or concern which may warrant veterinary treatment. In the unlikely event that veterinary treatment is required by your dog, and Patient Paws is unable to contact me, I give consent for Patient Paws to seek treatment for my dog at a veterinary clinic selected by Patient Paws. I agree to be liable for any veterinary or related costs. 

• Food: If I want my dog to be fed when receiving any Service, I agree to provide the food in a container marked with my dog’s name and clear instructions. 

• Ongoing Obligations: I am aware that these Terms and Conditions are ongoing and apply to any Service provided to me and my dog. 

• Consent to take photos and videos: I acknowledge and accept that Patient Paws or its authorised photographers or videographers may take photographs and / or video (collectively, Images) of me, my family or guests and my dog. I consent to these photographs and / or video being use in any promotional materials in any manner including, but not limited to printed material, websites, press releases and fliers. 
  
  I provide Patient Paws with full discretion to alter or vary the Images and waive any right to inspect or approve the use of any Image, and acknowledge and agree that the rights granted are without compensation of any kind. I understand and agree that Patient Paws or the authorised photographers and/or videographers will own all intellectual property rights, including but not limited to copyright, in the Images. 
  
  Patient Paws agrees to use reasonable efforts not to use the material in a manner that may be deemed adverse or defamatory to me. Patient Paws further agrees that other than your first name, no personal details will not be used in the featured material without your express consent.

• Indemnity and Limitation of Liability:  I have carefully read the Indemnity and Limitation of Liability section of these terms and agreement (see below) and accept its terms. 

• I understand that any violation of these terms and conditions could lead to the immediate termination of my involvement and that of my dog in any event, activity, or Service (including being asked to leave the premises or training activity) without refund of any monies paid.

Training Code of Conduct

If you and your dog participate in a training session conducted by Patient Paws, you agree to the following additional terms:

• My dog will wear only training equipment that has been approved by Patient Paws.

• My dog will be on lead at all times unless otherwise instructed to by Patient Paws staff.  

• If my dog wears a ‘green – give me space – bandana’ I will NOT let my dog approach other dogs. 

• If instructed by Patient Paws, my dog must wear a green ‘give me space’ bandana. 

• I will NOT let my dog approach dogs with ‘green – give me space – bandanas.’ 

• I will NOT let my dog interact with another dog unless I have asked the other dog’s handler and are sure that myself and the other handler are observing and controlling the interaction. 

• I will watch and control all interactions between my dog, other dogs and people. 

• I will NEVER allow my dog to enter another dog’s space uninvited. 

• If a dog is tethered or on a bed, I will NEVER allow my dog to approach that dog.

• Children under my care will be supervised by parent/guardian at all times. 

• My guests or children under my care will not approach or interact with dogs that are not my own unless asked to by Patient Paws. 

• I, my guests, or children in my care will wear closed toed shoes at all times when training.

• I will bag and bin all of my dog’s mess. 

• I acknowledge that all training is done at my own risk and everyone participating does so at their own risk. 

• If I do not adhere to the training code of conduct, I may be asked to leave the training space and will do so promptly.

Grooming Services

You agree to the following additional terms when utilising our grooming service:

• We require all dogs to be free of fleas. If fleas are found on your dog, there will be an additional minimum $15 to cover flea wash, additional time and clean up to ensure our facility stays flea free for other dogs.

• Matted coats may incur an additional fee from $10-$30 depending on coat type, dogs’ behaviour and size of dog.

• Removing a matted coat can expose pre-existing conditions, as well as cause nicks, irritations or abrasions to the skin. Matted coats will be clipped off short. We do not de-matt as it is painful for your dog.

• Grooming equipment is sharp and although we use care in all situations, possible problems could occur including nicks, scratches, etc. In most cases, this can happen when a pet is wriggling around. All incidents will be communicated to the owner on collection.

Indemnity & Limitation of Liability

To the full extent permitted by the law, you agree to indemnify us or any other person (including without limitation, our employees, contractors, owners of other dogs or any guests) and keep us or them indemnified from and against any loss, cost, damage, expense, injury, or death arising from or in connection with the Services or Goods provided by Patient Paws whether arising in contract, tort (including negligence), equity, restitution, under statute or regulation, or otherwise.

To the full extent permitted by law (including without limitation, the Australian Consumer Laws), our liability to you, your dog or any other person (including without limitation, any of your guests) for any loss, cost, damage, expense, injury or death arising from or in connection with the Services or Goods provided by Patient Paws whether arising in contract, tort (including negligence), equity, restitution, under statute or regulation, or otherwise, is limited to the amount paid by you.

Our liability to comply with any consumer guarantee under the Australian Consumer Laws is limited to:

• in the case of Goods supplied by us, the replacement, or the repair of the equivalent Goods (or the cost to you to replace or repair the Goods); or 
• in the case of Services supplied to you by us, the supply of the Services again or the payment of the cost to you for having the Services supplied again.

General Provisions

• We reserve the right to sub-contract any of our obligations under these terms and conditions.  
• These terms and conditions contain the entire agreement of the parties regarding its subject matter. Any previous understanding, agreement, representation, or warranty relating to that subject matter is replaced by these terms and conditions and has no further effect.
• These terms and conditions may only be modified by a written amendment signed by the parties.
• The failure of any party to exercise, or the delay in exercising, any right or remedy does not operate as a waiver or an election to abandon the right or remedy.  No waiver of a right or remedy under these terms and conditions is effective unless it is in writing and signed by the party waiving the right or remedy.
• Invalidity of any clause in these terms and conditions will not affect the validity on any other provision except to the extent made necessary by the invalidity.
• The Indemnity & Limitation Liability and the Jurisdiction provision in these terms and conditions survives the termination of these terms and conditions.  

Jurisdiction

These terms and conditions are governed by the law in force in the State of Victoria, Australia.  The parties submit to the jurisdiction of the courts of that State and any court competent to hear appeals from those courts.