Brisbane • Moreton Bay • Sunshine Coast • Gold Coast
Nanna Jens Services
Professional In-Home Pet Care
Booking Terms & Conditions
Welcome to Nanna Jens Services!
​Thank you for trusting me with your pets and home.
​These Terms & Conditions explain my services, booking arrangements and shared responsibilities to ensure safe, comfortable and reliable care.
​Please read them before booking. By confirming your booking and paying the required deposit or invoice, you agree to these terms.
1. Professional In-Home Pet Care
Nanna Jens Services provides private, professional care in your pets' own home, maintaining their familiar routines and comfort.
One trusted carer. Always Jen. From Meet & Greet to homecoming, every service is personally provided by me.
Care may include feeding, companionship, medication, senior and special-needs support, pet transport, Animal Reiki, Canine Massage, palliative care and Wedding Pet Chaperone services.
I'm happy to assist with agreed light household tasks, including bins, mail, plants, lights, curtains and pet waste removal.
Please note: Dog walking, professional cleaning, gardening, maintenance and property management aren't included. Any external services or contractors must be arranged and managed by you.
Care follows your booked service. Overnight stays don't include continuous 24-hour supervision unless specifically arranged. Pet boarding isn't offered.
2. Client Responsibilities & Property Preparation
To ensure safe, comfortable care, please have your home and pets ready before your booking.
Provide a clean, hygienic home with suitable sleeping facilities and fresh bedding.
Ensure outdoor areas, fencing, gates and household facilities are safe and maintained.
Disclose any pests, hazards or safety concerns.
Supply sufficient pet food, medication, litter and essentials.
Ensure pets are reasonably clean, groomed and receiving appropriate preventative healthcare.
Please leave written instructions covering your pets' routines, medications, behaviours, veterinary details and emergency contacts.
I'll provide a Pet & Home Preparation Checklist to complete and return before your booking.
Property Safety: If significant safety or hygiene concerns arise, I'll discuss possible solutions with you. If care cannot safely continue, I'll prioritise your pets' wellbeing and contact you to arrange alternative care.
Any applicable refunds remain subject to Australian Consumer Law.
3. Privacy & Security Cameras
All cameras must be disclosed beforehand. Indoor recording must be switched off during my stay; disclosed outdoor cameras may remain active.
Undisclosed surveillance may result in care ending, with your pets' welfare prioritised.
Your privacy is respected, and pet images are only shared publicly with permission.
4. Visit Times & Care Arrangements
Arrival and departure times are agreed before booking, although unexpected delays may occur.
Please advise of time-sensitive medications or special care needs beforehand.
Changes, extra visits or extensions are subject to availability and additional charges. Significant changes will be communicated promptly.
5. Pet Health, Veterinary Care & Emergencies
Please disclose all medical conditions, medications, allergies and behavioural concerns before booking.
If veterinary care is needed, I'll contact you or your emergency contact. In urgent situations, I'll arrange appropriate assistance.
Veterinary costs remain your responsibility unless legally attributable to Nanna Jens Services.
Care may be adjusted or discontinued if serious safety concerns arise.
6. Bookings, Deposits & Payments
Bookings are confirmed after your Meet & Greet, acceptance and deposit payment.
Deposit: 25% within seven days of acceptance.
Balance: Due seven days before care begins.
Last-minute bookings: Full payment upfront.
Extras or extensions: Subject to availability and additional charges.
Deposits are generally non-refundable for client cancellations, subject to Australian Consumer Law. Unpaid dates may be released.
Public Holidays: 25% surcharge, or 50% on Christmas Day, Boxing Day and New Year's Day, applying only to care provided on those days.
Travel: Standard rates generally cover Aspley to Coolum. Extended areas may incur a one-off fee:
Up to 25 km beyond: $30
26–50 km: $55
51–100 km: $90
Over 100 km: By quotation
Wedding Pet Chaperone travel is calculated separately.
All rates and surcharges are confirmed before booking. Emergency supply purchases incur the item cost plus a $50 collection fee.
7. Cancellations
I understand plans change. As bookings reserve time exclusively for your pets, the following conditions apply:
7+ days' notice: Payments beyond the 25% deposit may be credited towards another booking within six months.
Less than 7 days: Payments may be forfeited.
Early returns: Unused care is generally non-refundable.
Pet loss: Compassionate refunds may be offered if your pet passes away before care begins.
Changes or extensions: Subject to availability and additional charges.
Repeated cancellations: After two consecutive cancellations, future bookings may require upfront payment or be declined.
If I'm unable to provide the agreed care, applicable refunds or remedies will be provided in accordance with Australian Consumer Law.
All cancellation conditions remain subject to Australian Consumer Law.
8. Communication & Mutual Respect
Good communication helps me provide the best care for your pets.
Please advise of any changes to their needs or your booking.
Updates are provided as agreed, although immediate replies aren't always possible.
Respectful communication is appreciated.
Abusive or threatening behaviour may result in services being declined or discontinued, with your pets' welfare prioritised.
9. Your Home, Belongings & Visitors
Your home and belongings will be treated with care and respect.
Please provide working keys, access instructions and details of any known property issues.
All visitors, including tradespeople and cleaners, must be arranged and disclosed beforehand. I'm unable to supervise contractors, and no other person may stay overnight without prior agreement.
Any accidental damage will be reported promptly.
Pre-existing damage and independent third-party actions remain outside my responsibility unless legally attributable to Nanna Jens Services.
10. Animal Reiki & Canine Massage
These complementary services support relaxation, comfort and wellbeing but do not replace veterinary care.
Please disclose any medical conditions, injuries or recent surgery beforehand.
Your pet's comfort comes first.
Sessions may be adjusted or stopped if unsuitable, and participation is always voluntary.
11. Unexpected Circumstances
Severe weather, illness or emergencies may occasionally affect bookings.
I'll contact you promptly to discuss arrangements.
As I'm the sole carer, no replacement is available.
If care cannot continue, you or your emergency contact will need to arrange an alternative, with your pets' wellbeing prioritised.
Any applicable refunds or remedies remain subject to Australian Consumer Law.
12. Australian Consumer Law
Nanna Jens Services operates under applicable Australian and Queensland laws.
Clients are responsible for meeting relevant pet registration, council and property requirements.
Nothing in these terms limits your rights or protections under Australian Consumer Law.
13. Booking Acknowledgement
By confirming your booking and paying the required deposit or invoice, you agree to these Terms & Conditions.
You also confirm that all pet and property information is accurate, necessary preparations are completed, and any health, behavioural or safety concerns have been disclosed.
Terms may be updated, but the version applicable when your booking is confirmed will apply.
Nanna Jens Services
Your pets. Their home. One trusted carer. Always Jen.