Nanna Jens Services

Nanna Jen's Services 

Booking Terms & Conditions

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Holistic, professional in-home pet care with peace of mind for you and calm confidence for your pets.

By booking with Nanna Jen's Services, you acknowledge that you have read, understood and agreed to these Terms & Conditions.

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1. PREMIUM CARE STANDARDS

Nanna Jen's Services provides personalised, premium in-home pet care. All services are personally provided by Nanna Jen unless otherwise agreed in writing.

Premium care may include daily updates, feeding, fresh water, enrichment, companionship, medication support where agreed, litter and waste maintenance, home security checks, mail collection, bin presentation and return, plant watering and emotional wellbeing support.

Optional services may include Wedding Pet Chaperone services, Pet Transport, Reiki, Massage, Holistic Pet Therapy, 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, home maintenance or professional grooming services.

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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 odours, fleas, ticks and infestations.

Owners must provide sufficient food, medications, treats, litter and supplies for the duration of the booking, together with emergency contacts, veterinary details and property access instructions.

Where additional supplies must be purchased due to insufficient provisions, a $50 service fee will apply in addition to the cost of goods.

A Meet & Greet is required for all new clients unless otherwise agreed in writing.

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.

Internet access should be provided where available to enable communication and client updates.

For extended bookings, bathing or grooming may be arranged at the owner's expense. Pets should be presented bathed and clean at the commencement of services.

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3. PRIVACY & SURVEILLANCE

All cameras, surveillance devices and monitoring systems must be disclosed before services commence.

Internal cameras must be switched off during care periods. Audio recording devices are not permitted.

Failure to disclose surveillance devices may result in immediate termination of services.

 

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4. VISIT TIMES & EXPECTATIONS

All visit, arrival and departure times are approximate and may vary due to traffic, weather, emergencies, road conditions or pet care requirements.

Specific timing requirements must be agreed in writing before the booking commences.

 

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5. EMERGENCIES, HEALTH & LIABILITY

The welfare of the pet is always the priority.

Owners authorise Nanna Jen's Services to seek veterinary treatment where immediate action is required, and the owner cannot be contacted.

All veterinary, transport and associated costs remain the responsibility of the owner.

Clients must disclose any history of aggression, biting, escaping, resource guarding or behavioural concerns.

Nanna Jen's Services may refuse, modify or terminate services where safety risks exist.

Liability is limited to the maximum extent permitted by law.

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6. BOOKINGS & PAYMENTS

A 25% non-refundable deposit is required within 7 days of booking approval.

Bookings are not confirmed until the deposit has been received.

The remaining balance is due 7 days prior to the commencement of services unless otherwise agreed in writing.

Public Holiday bookings incur a 10% surcharge.

Travel fees may apply depending on location.

Late or missed payments may result in cancellation of services.

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All service rates are subject to change without notice.

A booking and deposit secure Nanna Jen's Services' availability for the requested dates but do not guarantee the service rates in effect at the time of booking.

The final invoice will be calculated using the current rates in effect at the time it is issued or the services are provided, unless otherwise agreed in writing by Nanna Jen's Services.

Any booking extensions, additional services, amendments or changes requested after the original booking confirmation will also be charged at the current rates applicable at the time of approval.

By paying the required deposit, the client acknowledges and accepts this pricing policy.

 

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7. CANCELLATIONS & ALTERATIONS

Deposits are non-refundable.

Where more than 7 days' notice is provided, a credit toward a future booking may be offered at the discretion of Nanna Jen's Services.

Where cancellation occurs within 7 days of the booking commencement date, all payments made are forfeited.

If a client returns home early, booked services remain payable in full.

Booking extension requests are subject to availability and are not guaranteed. Approved extensions must be paid in full prior to commencement unless otherwise agreed.

Repeated cancellations may result in future bookings requiring full prepayment or being declined.

 

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8. COMMUNICATION & RESPECT

Respectful communication is expected at all times.

Abusive, threatening, harassing or inappropriate behaviour may result in immediate termination of services.

Photographs and videos may be taken for client updates.

By booking services, clients grant permission for photographs and videos of pets to be used for social media, marketing and promotional purposes unless otherwise discussed during the Meet & Greet.

Personal information and addresses will never be publicly shared.

 

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9. PROPERTY & BELONGINGS

Nanna Jen's Services will take reasonable care to secure the property during and after services.

Owners authorise pet transport where required for agreed services, veterinary care or emergencies.

Pets must be appropriately restrained during transport in accordance with Queensland requirements.

For Wedding Pet Chaperone services, specific behaviours, aisle participation, interactions and photographic outcomes cannot be guaranteed. Pet welfare always takes priority.

Clients remain responsible for damage caused by their pets.

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10. HOLISTIC & COMPLEMENTARY SERVICES

Holistic support may include Reiki, gentle massage, emotional wellbeing support and grounding techniques.

These services are complementary only and are not a substitute for veterinary care.

Holistic support may occur naturally during care where appropriate. Dedicated Reiki and Massage services are only guaranteed when specifically booked and paid for.

Participation is always guided by the pet's comfort and willingness.

Written owner consent is required before dedicated Reiki or Massage sessions are provided.

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11. CIRCUMSTANCES BEYOND REASONABLE CONTROL

Nanna Jen's Services is not liable for delays, interruptions or inability to provide services caused by severe weather, flooding, bushfires, road closures, vehicle breakdowns, illness, power outages, internet outages, government restrictions or other unforeseen emergencies.

Reasonable efforts will be made to minimise disruption and communicate with clients.

 

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12. LEGAL COMPLIANCE

These Terms & Conditions are governed by the laws of Queensland, Australia.

Nothing in these Terms & Conditions excludes, restricts or modifies rights available under Australian Consumer Law.

If any provision is found unenforceable, the remaining provisions will continue in effect.

 

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13. ACKNOWLEDGEMENT & AGREEMENT

By booking or allowing services to commence, clients confirm they are the legal owner or authorised caretaker of the pet, that information provided is accurate, and that they accept these Terms & Conditions.

 

 

Thank you for trusting Nanna Jen's Services with your pets and your home.

Because they're not just pets. They're family.