1. Service Overview

Pooched provides dog walking services with the following details:

• Transport: Dogs will be transported in a Pooched-owned vehicle, which is fitted out for dog transportation. One cage is available for dogs that need their own space when confined.

• Timing: Walks occur in the morning or afternoon and last at least 60 minutes. Pick-up and drop-off times vary depending on the number of dogs, with collection starting no earlier than 7:30 AM and drop-off by 5:30 PM. Clients will be notified of any delays.

• Walk Type: All walks are conducted off-leash. After walks, dogs will be rinsed if a hose is available on the property. Clients should ensure a hose is accessible if they wish this service.

2. Engagement and Requests

By requesting our services, whether verbally (e.g., telephone or in-person) or in writing (e.g., letters, texts, app messages, notices, or email), you are engaging Pooched.

3. Dog Assessment

• Assessment Process: Before a dog can be included in our walking pack, it must undergo an assessment to ensure compatibility with other dogs and suitability for our services. This assessment is conducted to evaluate the dog’s behaviour, socialisation, and overall fitness for group walks.

4. Fees for Services

• Payment: Clients will receive an invoice on the 1st of each month for weekly walks provided within that month based on their weekly commitment. Payment is due by the 7th of the same month. Additional walks beyond the agreed commitment will be invoiced at month-end, with payment due within 7 days.

• Payment Methods: We do not accept cheques. Statements are not sent unless requested. Prompt payment is required as per these terms. Overdue payments will incur interest at a rate of 20% per annum, calculated weekly from the due date until payment is received.

• Liability: Clients are responsible for payment as per these terms, regardless of recovery rights from third parties. Failure to pay may result in service suspension until the account is settled.

5. Cancellation of Individual Walks

• More than 48 hours’ notice: Cancellations made more than 48 hours before a scheduled walk will be invoiced at 50% of the usual walk fee. This amount will be applied as a credit to the following monthly invoice.

• Less than 48 hours’ notice: Cancellations made less than 48 hours before a scheduled walk will be invoiced at 100% of the usual walk fee.

6. Regular Booking Changes & Permanent Cancellations

• Permanent Changes: A minimum of 30 days’ notice is required to permanently cancel or change your dog’s regular weekly arrangement. This includes reducing the number of regular walks, changing regular walking days, or ending the service.

• This notice period allows Pooched to plan pack capacity and assess a suitable replacement dog where required.

• We may accommodate changes earlier where possible, subject to pack capacity and availability.

• Temporary Service Pause: Clients may pause services for up to 4 weeks over December / January without losing their regular place in the pack. Any other temporary pause is subject to the cancellation terms above and availability of the place when services are resumed.

7. Service Area

• Coverage: Our service area includes Lower Hutt and Wellington Cities. We also maintain waitlists for packs that are at capacity..

8. Emergency Contacts

• Contacts: Clients must provide at least two emergency contacts in addition to the local veterinarian’s details. In emergencies, Pooched will take the dog to the nearest available vet if the local vet is not reachable.

9. Health and Safety Protocols

• Behaviour Management:

  • Orange Alerts: Includes behaviours such as excessive barking, humping, excessive chasing, repeated jumping, lack of recall, and others. Clients will receive a warning, and they have the opportunity to address these behaviours at home. If no improvement is seen within 1 month, we may consider changing the dog's pack or discontinuing services.

  • Red Alerts: Includes serious behaviours such as biting, aggression towards dogs or humans, and other dangerous behaviours. Such behaviours result in an immediate ban from services.

10. Inclement Weather

• Weather Policy: Pooched walks in most weather conditions unless we consider it unsafe to do so. If a client chooses to keep their dog at home due to their own weather preferences, the scheduled walk will still be charged in accordance with our cancellation policy.

• Orange Wind Warnings: Pooched does not conduct walks when an orange wind warning is in place due to the increased risk of falling trees and branches in parks and on roads. This decision is made for the safety of the dogs, walkers and the public.

• Cancelled Walks: Where Pooched cancels a walk due to an orange wind warning or other, we will first attempt to arrange a make-up walk where this is reasonably possible, based on pack suitability and availability. Where a make-up walk cannot be accommodated, the cancelled walk will be issued as a 100% credit against the following monthly invoice.

• Safety: Weather-related decisions are made by Pooched based on the conditions and safety risks at the time. These decisions are not subject to individual client preference.

10. Public Holidays

• Closure: Pooched will not operate on public holidays. Walks scheduled for these days will be cancelled, and no charges will apply. Clients will be notified of any affected bookings.

11. Special Requirements

• Dietary Needs: Clients must highlight any dietary needs or allergies on the onboarding form or by contacting Pooched, as we provide treats during walks.

12. Privacy Policy

• Data Protection: Pooched’s privacy policy, available at pooched.nz/privacy-policy/, outlines how client and pet information is handled. It is recommended to review this policy to ensure it covers dog details specifically.

13. Client Responsibilities

• Ongoing Training: Clients are responsible for ensuring their dog's basic training and exercise continues at home. Pooched provides supplementary exercise and basic training but this does not fulfil every dog's requirements.

14. Communication

• Updates: Clients will receive updates via email and can send their updates to hello@pooched.nz. For urgent matters, clients should call 0220676624.

15. Service Limitations

• Pack Size: We walk no more than 8 dogs per pack.

Clients are required to read and sign these Terms of Engagement during the onboarding process.