Nanna Jens Services
🏆 National & Multi-Region Recognition for Professional, Compassionate Pet Care
Calm, trusted in-home pet care for senior, anxious, rescue and medical-needs pets.
Nanna Jen's Services
Booking Terms & Conditions
These Terms & Conditions are designed to provide clarity, transparency and peace of mind for both you and your pets.
They outline important information about bookings, payments, cancellations, pet care, client responsibilities and the services provided by Nanna Jen's Services.
By booking with Nanna Jen's Services, you acknowledge that you have read, understood and agreed to these Terms & Conditions.
1. PREMIUM CARE STANDARDS
Nanna Jen’s Services provides personalised, professional in-home pet care. All pet care services are personally provided by Nanna Jen as the sole owner and sole care provider of Nanna Jen’s Services.
Care may include daily updates, feeding, fresh water, enrichment, companionship, agreed medication support, litter and waste maintenance, and basic household security checks, depending on the service booked and your pet’s individual care requirements.
Optional services may include Wedding Pet Chaperone services, Pet Transport, Pet Reiki, Canine Massage, Holistic Pet Therapy, Pet Palliative Care Support and Memory Care Services.
No dog walking services are provided.
Nanna Jen’s Services does not provide lawn mowing, landscaping, structural repairs, general home maintenance or professional grooming services.
2. CLIENT RESPONSIBILITIES
Clients must ensure pets are healthy, appropriately vaccinated where applicable, and presented in a clean and hygienic condition at the commencement of services.
Pets should be reasonably free from excessive dirt, mud, strong odors, fleas, ticks and infestations.
Owners must provide sufficient food, medications, treats, litter and other supplies required for the full duration of the booking, together with clear instructions for their use. If additional supplies must be purchased due to insufficient provisions, a $50 service fee will apply in addition to the cost of the goods.
A Meet & Greet is required for all new clients before services commence.
For overnight bookings, a clean bed and adequate linen must be provided. Where pets sleep on beds, spare linen should be available in case of accidents.
Where multiple pets live in the household, any necessary introductions between pets must be completed by the owner before care commences. Nanna Jen will not be responsible for introducing unfamiliar pets to one another.
A reliable internet connection should be available where required for communication, client updates and agreed monitoring during the booking.
Clients must provide a current emergency contact and relevant veterinary details before services commence.
3. PRIVACY & SURVEILLANCE
Nanna Jen’s Services respects the privacy and security of clients, their homes and their personal information. In return, Nanna Jen is entitled to reasonable privacy and personal safety while providing services within a client’s home.
Clients must disclose the location of all indoor and outdoor security cameras, recording devices and surveillance equipment before services commence.
The presence of disclosed cameras in common areas does not automatically prevent services from being provided. However, surveillance arrangements must not unreasonably interfere with Nanna Jen’s privacy while she is staying or working in the home.
For overnight bookings, cameras or recording devices must not operate in bedrooms, bathrooms, changing areas or other private spaces designated for Nanna Jen’s personal use.
Clients must also advise if surveillance equipment is capable of recording audio. The recording of private conversations must comply with applicable Queensland law.
If an undisclosed camera or recording device is discovered, or if surveillance arrangements reasonably compromise Nanna Jen’s privacy or safety, Nanna Jen’s Services reserves the right to discontinue services and leave the property.
Any photographs or videos taken by Nanna Jen during pet care may be used for client updates. Images will only be used for business, website, marketing or social media purposes where appropriate consent has been provided.
Client personal information, keys, access details, security codes and information relating to the home or pets will be treated confidentially and used only as reasonably necessary to provide the agreed services.
4. VISIT TIMES & EXPECTATIONS
Service times and visit windows will be discussed and agreed upon before the booking commences.
While every effort will be made to attend at the agreed time, visit times may vary due to traffic, weather, emergencies, previous client needs or other circumstances outside Nanna Jen’s reasonable control.
Where a pet requires time-sensitive medication or care, this must be disclosed before the booking is accepted so appropriate arrangements can be discussed and confirmed.
The duration and level of care provided will be based on the service booked. Clients are responsible for selecting a service that appropriately meets their pet’s routine, supervision and individual care needs.
For overnight care, arrival and departure arrangements will be confirmed before the booking commences.
Any request to change agreed visit times, extend care or provide additional services is subject to availability and may incur additional charges.
Nanna Jen’s Services will make reasonable efforts to communicate any significant delay or change that may affect your pet’s agreed care.
5. EMERGENCIES, HEALTH & LIABILITY
Clients must provide accurate and current information regarding their pet’s health, medical conditions, medications, allergies, behavioural concerns and veterinary details before services commence.
If a pet becomes unwell, is injured or appears to require urgent veterinary attention while in Nanna Jen’s care, reasonable efforts will be made to contact the owner and nominated emergency contact.
If the owner or emergency contact cannot be reached and Nanna Jen reasonably believes veterinary attention is necessary, the client authorises Nanna Jen to transport the pet to the pet’s nominated veterinarian or, where this is not reasonably possible, to an appropriate veterinary or emergency clinic.
The welfare of the pet will always take priority in an emergency.
All veterinary consultation, treatment, medication, transport and other associated costs remain the responsibility of the pet owner unless the cost arose because of an act or omission for which Nanna Jen’s Services is legally liable.
Nanna Jen’s Services cannot guarantee that illness, injury, deterioration, escape, loss or other unexpected events will not occur despite reasonable care being provided.
Clients must disclose any known history of aggression, biting, escaping, destructive behaviour, reactivity or other behaviour that may present a risk to the pet, Nanna Jen, other animals or members of the public.
Nanna Jen’s Services reserves the right to modify or discontinue care if a pet’s behaviour, health, environment or other circumstances create an unreasonable or previously undisclosed safety risk.
Nothing in these Terms & Conditions is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under applicable Australian consumer law.
6. BOOKINGS & PAYMENTS
All bookings are subject to availability and are not confirmed until the required Meet & Greet has been completed, the booking has been accepted by Nanna Jen’s Services and the required deposit has been received.
A 25% non-refundable booking deposit is required within seven (7) days of the booking being accepted to secure the requested dates. If the deposit is not received within this timeframe, the dates may be released to other clients.
The remaining balance must be paid in full seven (7) days before the service commences, unless otherwise agreed in writing.
Bookings made within seven (7) days of the service commencement date require full payment at the time the booking is accepted.
Rates are reviewed annually and may change from 1 July each year. The applicable rate will be confirmed on the invoice for the relevant booking.
Any additional services, extended care, additional visits or other agreed charges incurred during a booking must be paid as invoiced.
Where Nanna Jen is required to purchase food, medication or other essential pet supplies because insufficient supplies were provided, the client is responsible for the cost of the goods plus the applicable $50 service fee.
If a client returns home earlier than originally booked, the booking remains payable in accordance with the agreed booking and cancellation terms.
Any extension to a booking is subject to availability and must be agreed to and paid for before the additional care is provided.
Payment of a deposit or booking invoice constitutes acceptance of these Terms & Conditions.
7. CANCELLATIONS & ALTERATIONS
Cancellations and changes to confirmed bookings must be provided to Nanna Jen’s Services as soon as possible.
Cancellations With 7 or More Days’ Notice
Where a booking is cancelled seven (7) or more days before the service commencement date, payments made may be held as a credit toward a future booking, subject to availability. The 25% booking deposit remains non-refundable, except where otherwise required by law.
Any cancellation credit issued under this policy must be applied to a new booking commencing within six (6) months of the original cancellation date.
Cancellation credits are subject to availability, are not transferable, cannot be redeemed for cash and cannot be extended beyond the six-month period unless agreed by Nanna Jen’s Services or required by law.
Cancellations With Less Than 7 Days’ Notice
Where a booking is cancelled less than seven (7) days before the service commencement date, payments made will be forfeited and no cancellation credit will be provided, except where otherwise required by law or under the compassionate pet-loss exception below.
Compassionate Pet-Loss Exception
If the pet for whom the service was booked passes away before the booking commences, payments made for that booking may be refunded upon reasonable confirmation of the pet’s passing.
Early Return
If a client returns home earlier than the confirmed end date of a booking, no refund or cancellation credit will be provided for the unused portion of the booking, except where otherwise required by law.
Changes & Extensions
Requests to change booking dates, times, services or care arrangements are subject to availability and are not guaranteed.
Any extension to a booking must be approved by Nanna Jen’s Services and paid for before the additional care is provided.
Where a requested change results in additional services, time, travel or care requirements, additional charges may apply and will be communicated to the client before the additional service is provided.
Australian Consumer Law
Nothing in these Terms & Conditions excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.
8. COMMUNICATION & RESPECT
Nanna Jen’s Services is committed to respectful, professional and honest communication with all clients and expects the same in return.
Clients are asked to provide clear, accurate and timely information regarding their pets, home, booking arrangements and any changes that may affect the agreed care.
During a booking, reasonable communication and pet updates will be provided according to the service booked. While every effort is made to respond promptly, immediate responses cannot always be guaranteed while Nanna Jen is actively caring for pets, driving or attending to other responsibilities.
Abusive, threatening, discriminatory, intimidating, harassing or otherwise inappropriate behaviour or communication will not be accepted.
Nanna Jen’s Services reserves the right to decline future bookings or discontinue services where a client’s behavior creates an unreasonable risk to Nanna Jen’s safety, wellbeing or ability to provide appropriate care.
Where services must be discontinued, reasonable steps will be taken to protect the welfare of pets in Nanna Jen’s care and, where appropriate, the client or nominated emergency contact will be contacted to arrange alternative care.
All communication regarding bookings, changes, payments or care instructions should be made directly with Nanna Jen.
9. PROPERTY & BELONGINGS
Clients are responsible for ensuring their home is safe, secure and reasonably suitable for Nanna Jen to provide the agreed services.
Clients must provide working keys, access codes, alarm instructions and any other information reasonably required to safely access and secure the property.
Nanna Jen will take reasonable care of the client’s home, belongings, keys and property while providing services.
Clients must advise Nanna Jen before the booking commences of any known hazards, faulty locks, gates, fences, security systems, electrical issues or other property conditions that may affect safety, security or the care of their pets.
Nanna Jen’s Services is not responsible for pre-existing damage, normal wear and tear, equipment or appliance failure, or loss or damage caused by a pet, third party or circumstances outside Nanna Jen’s reasonable control.
Any accidental damage caused by Nanna Jen while providing services will be reported to the client as soon as reasonably practicable.
Clients must advise Nanna Jen if any other person, including family members, friends, cleaners, tradespeople or other service providers, will enter or have access to the property during the booking.
Nanna Jen’s Services cannot accept responsibility for the actions, omissions or security of third parties who are permitted access to the property by the client.
Keys, access codes and security information will be treated confidentially and handled according to the arrangements agreed with the client.
10. HOLISTIC & COMPLEMENTARY SERVICES
Nanna Jen’s Services may provide complementary wellbeing services including Pet Reiki and Canine Massage, where appropriate and agreed with the client.
These services are intended to support relaxation, comfort and general wellbeing. They are complementary services only and do not replace veterinary diagnosis, treatment, medication or professional veterinary care.
No guarantee is made that Pet Reiki, Canine Massage or any other complementary service will prevent, treat, cure or improve a medical or behavioral condition.
Clients must disclose any known medical conditions, injuries, recent surgery, pain, mobility concerns or other relevant health information before a holistic or complementary service is provided.
Where a pet is unwell, injured, experiencing unexplained pain or showing a significant change in health or behaviors, veterinary advice should be sought before complementary services are provided.
Canine Massage will only be provided where it is considered appropriate for the pet and may be modified or discontinued at any time if the pet shows signs of discomfort, distress or unwillingness to participate.
Pet Reiki is always guided by the pet’s comfort and willingness to participate. A pet will never be forced to remain in a particular position or participate in a session.
Holistic and complementary services may be discontinued where Nanna Jen believes continuing the service would not be appropriate for the pet’s comfort, wellbeing or safety.
Where appropriate, client consent must be obtained before Pet Reiki or Canine Massage is provided.
11. CIRCUMSTANCES BEYOND REASONABLE CONTROL
Nanna Jen’s Services will make every reasonable effort to provide confirmed services as agreed.
However, services may be delayed, changed or unable to be provided due to circumstances beyond Nanna Jen’s reasonable control, including severe weather, flooding, road closures, natural disasters, power or communication outages, vehicle breakdown, government restrictions, emergencies or other unforeseen events.
If such circumstances affect a booking, Nanna Jen will make reasonable efforts to contact the client or nominated emergency contact as soon as practicable and discuss available options.
Where possible, reasonable steps will be taken to minimise disruption to the pet’s care and protect their welfare.
If Nanna Jen is personally unable to continue providing care due to a genuine emergency, illness or other serious unforeseen circumstance, the client or nominated emergency contact will be contacted so that alternative care arrangements can be made.
As Nanna Jen’s Services is a sole-provider business, another Nanna Jen’s Services carer cannot be substituted to complete the booking.
Any refund, credit or other remedy arising from services that cannot be provided will be determined according to the circumstances, these Terms & Conditions and any applicable legal requirements.
12. LEGAL COMPLIANCE
Nanna Jen’s Services operates in accordance with applicable Australian and Queensland laws and regulations.
Clients are responsible for providing accurate information and complying with any laws, regulations, council requirements or property rules relevant to their pets and the services requested.
These Terms & Conditions are governed by the laws of Queensland, Australia.
Australian Consumer Law
Nothing in these Terms & Conditions is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law.
If any provision of these Terms & Conditions is found to be invalid or unenforceable, that provision will be treated as modified or removed to the minimum extent necessary, without affecting the remaining provisions.
13. ACKNOWLEDGEMENT & AGREEMENT
By making a booking with Nanna Jen’s Services and paying the required deposit or invoice, the client acknowledges that they have read, understood and agreed to these Terms & Conditions.
The client confirms that all information provided regarding their pets, health and medication requirements, behaviour, home environment, access arrangements and care instructions is accurate and complete to the best of their knowledge.
The client agrees to advise Nanna Jen as soon as reasonably possible of any changes that may affect the safety, wellbeing or care of their pets or the provision of agreed services.
The client acknowledges that pet care involves circumstances that cannot always be predicted and authorises Nanna Jen to make reasonable decisions concerning their pet’s immediate care and welfare in accordance with these Terms & Conditions where the client or nominated emergency contact cannot be reached.
These Terms & Conditions apply to services provided by Nanna Jen’s Services and may be updated from time to time. The version applicable to a booking will be the version provided or made available to the client when that booking is confirmed.
Last Updated: 16 August 2026
