ASH & HOUND (trading name of Happy Paws Brisbane, ABN 10 460 318 527) · Brisbane, QLD
Last updated: April 20, 2026
These terms apply when you book services with ASH & HOUND (trading name of Happy Paws Brisbane, ABN 10 460 318 527). By making payment, you agree to be bound by them. If booking on behalf of someone else, you confirm you have authority to do so.
We provide in-home pet sitting, boarding, and pop-in visits in Brisbane. Service inclusions, carer availability, and supervision level vary by tier and are confirmed in your booking quote.
We may use vetted subcontractors to deliver services. All subcontractors meet the same standards and confidentiality requirements. We remain responsible for the service.
If your assigned carer cannot continue a booking due to illness, injury, or emergency, we may assign a backup carer to ensure your pet's welfare. We will notify you as soon as practicable. A backup carer is not grounds for a refund provided the same standard of care is maintained. If no backup is available, we will contact you to discuss alternatives, and a pro-rata refund may apply for services not rendered.
If you refuse a qualified backup carer and cancel, the standard cancellation terms below apply.
Bookings must be confirmed in writing and are not finalised until we confirm and payment is received.
Deposits: We may accept a 50% deposit to confirm a booking, with the balance due at least 7 days before commencement. Deposits are non-refundable. If the balance is not received by the due date, we may cancel the booking and the deposit is forfeited.
Full payment is required at least 7 days before commencement. For bookings made less than 7 days out, full payment is required at booking. During peak periods (Christmas, New Year, Easter, school holidays), full payment is required at booking and deposits are not available.
We accept bank transfer and other agreed payment methods.
Standard cancellations:
More than 7 days before service → 50% of the total fee is forfeited. Any amount paid above 50% is refunded.
Less than 7 days before service → 100% forfeited. No refund.
Early return → No refund for unused days, except at our discretion.
Peak period cancellations:
Full payment is non-refundable once paid. Date changes may be accommodated subject to availability, but no refunds for changes.
Discretionary refunds may be provided in exceptional circumstances (serious illness, bereavement, or as required by law).
If your pet is not collected by the agreed time without prior arrangement, additional fees apply at the applicable rate. If you cannot be contacted within 12 hours, we may arrange continued care at your expense. If your pet remains uncollected after 7 days with no contact, we may report the matter to the RSPCA.
If you fail to provide access for a confirmed booking without notice, the full fee applies. For pop-in visits, if access isn't gained within 15 minutes, the visit is marked complete and the full fee applies.
48 hours for pop-in visits. 7 days for overnight stays. Shorter-notice bookings accepted at our discretion and may attract a surcharge.
You confirm you are the legal owner of the pet(s) listed, or have authority from the owner.
You must provide complete and accurate information about your pet: medical history, current medications, vaccination records (must be current), behavioural issues, dietary needs, and emergency vet contacts. You indemnify us against costs arising from false or incomplete information, including undisclosed medical conditions or behavioural issues.
For in-home care: provide safe access, adequate food and supplies for the full duration plus a buffer, and clear written care instructions. Ensure fencing, gates, doors, and screens are secure.
Unless you communicate specific restrictions in writing before service begins, our carers may reasonably use general household items typically available to house guests.
Inform us before service if any third party will access your home during our care period. We accept no responsibility for incidents caused by third-party access.
If supplies run out, we will attempt to contact you. If urgent, we may purchase supplies on your behalf. You agree to reimburse the cost plus a $25 service fee.
You must disclose all cameras, audio recording devices, and monitoring equipment in your home before service begins. Our carers do not consent to recording in bedrooms, bathrooms, or sleeping quarters. Undisclosed devices are grounds for immediate termination without refund.
You must disclose any history of aggression, biting, or resource guarding. Failure to disclose may result in immediate termination and forfeiture of all fees.
If your pet displays aggressive behaviour posing a safety risk, we may refuse or terminate services, confine your pet safely, and require you to collect them immediately. No refund for unused services.
You are liable for any injury, damage, or harm your pet causes to our carers, other animals, third parties, or property. You indemnify us against resulting claims, except where caused by our negligence.
Despite reasonable care, pets may become ill or injured from pre-existing conditions, age-related events, allergic reactions, or accidental injury. We are not liable for illness, injury, or death that occurs despite reasonable care and is not caused by our negligence.
You authorise us to seek veterinary care in an emergency. You agree to reimburse all reasonable veterinary costs. For expenses exceeding $2,000, we will attempt to contact you first, except where immediate treatment is needed to save your pet's life.
We will administer medications as directed. We are not liable for adverse reactions where medication was administered correctly per your instructions.
We take reasonable precautions to secure your pet. We are not liable for escapes resulting from faulty fencing, your pet's known escape behaviours that were not disclosed, or circumstances beyond our control. If your pet escapes, we will search immediately, contact you and your emergency contacts, and notify local council and shelters.
We may refuse or terminate services if: your pet poses a safety risk, you provided false information, payment terms are not met, home conditions are unsafe, your pet's needs exceed our capability, or undisclosed surveillance devices are found. Refunds at our discretion. Service refusal will never be based on protected characteristics under anti-discrimination law.
We maintain public liability insurance. Certificate of currency available on request.
To the maximum extent permitted by law, our liability is limited for: undisclosed pre-existing conditions or behavioural issues; circumstances beyond our reasonable control; false or incomplete information you provided; escapes despite reasonable precautions; and property damage caused by your pet.
Nothing in these terms excludes rights or remedies under the Australian Consumer Law that cannot be excluded by agreement.
Excessive cleaning: If cleaning beyond normal pet care is required, a fee of $50 or more may apply.
Photos: We take photos to provide you with updates. Use for marketing requires your separate consent.
Outstanding amounts: Amounts unpaid after 14 days incur a $25 late fee. Interest may be charged at the prescribed rate under Queensland law. If we engage debt recovery, you agree to pay reasonable recovery costs.
Complaints: Contact us at hello@ashandhound.com or 0401 606 603. We will acknowledge complaints within 2 business days and respond within 7. If unresolved, both parties agree to attempt mediation before legal action.
Changes to terms: Existing bookings keep the terms in effect when confirmed. Updated terms apply to new bookings only.
Governing law: Queensland, Australia. If any provision is held invalid, the remainder continues in force. These terms constitute the entire agreement.
ASH & HOUND
hello@ashandhound.com · 0401 606 603
Brisbane, Queensland, Australia
By booking our services, you confirm you have read, understood, and agree to these terms.