Nanna Jens Services

IMPORTANT SUMMARY (Please Read First)

Nanna Jen’s Services provides holistic, in-home pet care, focused on emotional wellbeing, safety, routine stability, and calm companionship.

By booking, paying a deposit, or allowing services to commence, you confirm that you understand and accept that:

• Services are not task-based or performance-driven (e.g. walking distances, exercise quotas).

• Nanna Jen’s Services is not a house sitting, dog walking, training, cleaning, or property maintenance service.

• Care is individualised and adjusted based on your pet’s wellbeing, health, temperament, environment, and conditions.

• All cameras and monitoring devices must be disclosed; all external cameras facing inside the house must be turned off and internal cameras must also be turned off.

• Deposits are non-refundable and hold reserved dates.

• Respectful communication is required at all times.

​

​

​

​

​

The full Terms & Conditions below form the binding agreement.

​

1. Introduction & Acceptance

These Terms and Conditions govern all services provided by Nanna Jen’s Services (“Provider”).

By placing a booking, paying a deposit, confirming service details, or allowing services to commence, you (“Client”) confirm that you have read, understood, and agree to these Terms and Conditions in full.

If these Terms do not suit your household, expectations, or requirements, you must not proceed with a booking.

 

2. Governing Law & Legal Framework

These Terms are governed by the laws of Queensland, Australia, including where applicable:

• Australian Consumer Law

• Animal Care and Protection Act 2001 (Qld)

• Invasion of Privacy Act 1971 (Qld)

• Privacy Act 1988 (Cth)

 

3. Definitions

• Provider: Nanna Jen’s Services

• Client: The person booking services

• Services: Pet care services confirmed in writing

• Pet(s): Animal(s) placed in the Provider’s care

 

4. Scope & Nature of Services

4.1 Nanna Jen’s Services is engaged as a professional Pet Carer, not a house sitter, dog walker, trainer, cleaner, or property manager.

4.2 Services are holistic, welfare-focused, and delivered exclusively in the Client’s home, supporting:

• emotional wellbeing and calm companionship

• routine stability and familiar environments

• safety, observation, and welfare monitoring

4.3 Services are not output-based, quota-based, or performance-driven. Care is adapted to each pet’s needs, health, temperament, age, weather conditions, and environment.

 

5. Service Areas & Operations

Services are provided only at the Client’s address within serviced regions including Brisbane, Sunshine Coast, Redland Bay, and surrounding areas.

The Provider does not operate from a public business premises.

 

6. Excluded Services & Holistic Care Boundaries

Unless expressly agreed in writing prior to commencement, Services do not include:

• Professional or scheduled dog walking

• Distance-based or fitness-focused exercise programs

• Obedience training or behavioural modification

• Yard work, gardening, cleaning unrelated to pet care

• Pool servicing, chemical testing, or compliance checks

• Continuous or 24-hour occupancy unless a designated 24-hour care package is booked

Any task performed outside scope is a discretionary courtesy, does not form part of contracted Services, and creates no ongoing obligation.

 

7. Booking, Fees & Payment

• All bookings are managed via an invoice-based system.

• A 25% non-refundable deposit is required within 7 days to secure dates.

• The remaining balance is due 7 days prior to service commencement unless otherwise agreed in writing.

• A 25% surcharge applies on Queensland and/or Australian public holidays.

• Travel fees may apply and will be disclosed on the invoice.

• Failure to pay may result in cancellation of Services.

 

8. Client Responsibilities

The Client must provide:

• accurate pet health, behavior, medication, and care details

• a safe, lawful, and suitable home environment

• access instructions, keys, alarm codes, emergency contacts, and nominated vet details

Failure to disclose relevant information may limit the Provider’s liability.

 

9. Monitoring, Cameras & Surveillance

9.1 All monitoring devices must be disclosed prior to commencement.

9.2 Internal cameras must be turned off for the duration of the booking. External cameras must not capture internal living areas.

9.3 Prohibited conduct includes:

• undisclosed cameras or listening devices

• audio recording without consent

• targeted or excessive surveillance

• monitoring in private areas

Unauthorised audio recording may breach Queensland law.

9.4 The Provider may modify or terminate Services immediately if monitoring is undisclosed, intrusive, or unlawful. Fees remain payable for Services.

 

10. Service Timing

Service starts and finish times are approximate and may vary due to travel, weather, safety, or pet welfare needs. Times are not guaranteed unless expressly agreed in writing.

 

11. Liability & Indemnity

• Liability is limited to the maximum extent permitted by law.

• The Client indemnifies the Provider against claims arising from:

  • undisclosed pet behaviour or health issues

  • unsafe or unlawful property conditions

  • unlawful or unreasonable instructions

• Emergency veterinary care may be arranged where required; all costs remain the Client’s responsibility.

 

12. Cancellations & Booking Changes

• Deposits are non-refundable.

• Cancellations more than 6 days prior: deposit forfeited; credits may be offered at discretion.

• Cancellations within 6 days: all payments forfeited.

• In exceptional circumstances (e.g. pet death), credits may be offered at the Provider’s discretion.

 

13. Behavior & Reviews

Respectful communication is required. Abuse, harassment, threats, or defamatory conduct may result in termination of Services and referral to appropriate authorities.

Clients are encouraged to raise concerns directly before posting public reviews.

 

14. Termination

The Provider may refuse or terminate Services for breaches of these Terms, unsafe conditions, or conduct compromising welfare or safety. Payment obligations remain for Services.

 

15. Privacy

Personal information is handled in accordance with applicable privacy laws and used solely for service delivery and legal obligations.

 

16. Acceptance

By placing a booking or allowing Services to commence, the Client confirms they are the legal owner or authorized caretaker of the Pet(s) and agree to these Terms and Conditions.