Nanna Jens Services
Holistic In-Home Pet Care Across Caboolture, Moreton Bay, Brisbane, Sunshine Coast, Redland Bay and Ipswich. Calm, Trusted and Professional Support for Your Pet’s Emotional and Physical Wellbeing.
TERMS & CONDITIONS
Clear, respectful guidelines to ensure safe, calm and professional care for every pet and family.
Last Updated: 1st July 2025.
Welcome
Nanna Jen’s Services is committed to providing high-quality, compassionate and professional pet care.
These Terms & Conditions are in place to protect pets, families and the service provider, and to ensure expectations are clear and fair for everyone involved.
By booking any service with Nanna Jen’s Services, clients confirm they have read, understood and agreed to the terms outlined below.
ABOUT THE SERVICE
All services are provided by Nanna Jen, a sole operator.
No subcontractors, agencies or rotating carers are used.
Care is delivered with professionalism, calm handling and respect for each pet’s emotional and physical wellbeing.
MEET & GREET REQUIREMENT
A meet & greet is required for all new clients.
This allows pets to become familiar with Jen and ensures the environment is safe and suitable.
A meet & greet does not guarantee acceptance of a booking.
BOOKINGS & PAYMENTS
A 25% non-refundable deposit is required within 7 days of booking to secure bookings.
Dates are not held until the deposit is received.
Full payment is due 7 days prior to service commencement, unless otherwise agreed.
Late payments may result in cancellation of services.
Client Responsibilities & Environment
Clients agree to provide a clean, safe, and comfortable environment for the duration of the booking. This includes reasonable household cleanliness, running water, a clean bathroom and shower, and hygienic living spaces.
For extended or overnight bookings, clients must provide clean, private, and comfortable sleeping arrangements, including clean bedding.
To support wellbeing and quality care, clients agree to provide access to electricity, heating in cooler weather, air conditioning in warmer weather, internet (Wi-Fi), and television for personal use.
Nanna Jen values mutual respect and privacy. All internal cameras or recording devices must be turned off during bookings. If any hidden or undisclosed internal cameras are found, this is considered an invasion of privacy, and Nanna Jen reserves the right to leave the booking until the issue is resolved.
External cameras are welcome, provided they do not face inside the home.
A respectful, supportive environment helps ensure the best possible experience for everyone involved.
Nanna Jen’s Responsibilities
Nanna Jen is committed to providing reliable, caring, and professional services in a respectful and nurturing manner.
Nanna Jen agrees to:
Deliver services with care, integrity, and professionalism
Respect the client’s home and pets.
Maintain confidentiality and discretion at all times
Communicate openly and honestly regarding care needs, schedules, or concerns
Follow agreed routines and instructions expectations where reasonable and safe
Prioritize safety, wellbeing, and a calm, supportive environment
Nanna Jen aims to create a positive, trustworthy, and balanced experience, supporting both practical needs and overall wellbeing.
Animal Care Notice
Please note that Nanna Jen does not walk dogs. If dog walking is required, clients are asked to arrange a separate dog walker.
Nanna Jen is, however, happy to support dogs in her care through supervised outdoor play, such as playing ball, scent work, enrichment activities, and general companionship within the property.
This approach ensures safety, enjoyment, and appropriate care for all involved.
CANCELLATIONS & CHANGES
Overnight Pet Sitting
Deposits are non-refundable.
Cancellations within 7 days of commencement incur full payment due to reserved dates.
Drop-Ins, Medication Visits & Senior Checks
Cancellations within 48 hours incur full payment.
Wedding Pet Chaperone Services
Due to planning and date reservation, deposits are non-refundable.
Cancellations within 14 days incur full payment.
Holistic Therapy Sessions
Sessions cancelled within 24 hours incur full payment.
Palliative & Spirit Memory Services
Due to the sensitive nature of these services, cancellations within 24 hours incur full payment.
Pet Health, Behavior & Safety
Clients must disclose all relevant medical, behavioral or anxiety-related information.
Any history of aggression, scratching, biting or reactivity must be disclosed prior to booking.
Jen reserves the right to discontinue services if a pet’s behaviour presents a safety risk.
Vet Care & Emergencies
In the event of an emergency, Jen will attempt to contact the client immediately.
If the client cannot be reached, Jen may seek veterinary care in the pet’s best interest.
All veterinary and emergency costs are the responsibility of the client.
Home Access & Security
Clients must provide safe, reliable access to the home.
Jen is not responsible for lockouts caused by faulty locks, access codes or security systems.
Homes are treated with respect; however, damage caused by pets is the responsibility of the owner.
Holistic Services Disclaimer
Holistic therapies (Reiki, massage, energy work) are complementary wellness services only.
They do not replace veterinary diagnosis, treatment or medical care.
Clients must continue veterinary care as advised by their veterinarian.
Palliative & Memory Care Disclaimer
Palliative support is comfort-based and non-medical.
Jen does not provide euthanasia, medical advice or pain management.
All medical decisions remain the responsibility of the client and their veterinarian.
Liability
Nanna Jen’s Services is fully insured
The business is not liable for pre-existing conditions, pet-related injuries
property damage caused by pets or circumstances outside reasonable control.
Photos & Communication
Photos and updates may be shared with clients during services.
Public use of photos is only with client consent.
Privacy & Client Information Clause
Client personal information is collected solely for the purpose of providing pet care services. All details are handled
respectfully and are not shared with third parties except where required by law or in the event of an animal emergency.
Unexpected Events
Nanna Jen’s Services is not liable for service interruption caused by events beyond reasonable control, including
but not limited to natural disasters, severe weather, illness, accidents, or government restrictions.
Right to Refuse or Terminate Services
Nanna Jen’s Services reserves the right to refuse or immediately terminate services if conditions are unsafe, information has been withheld, or a pet’s behavior poses a risk to people or animals.
Refund Processing
Any approved refunds will be processed within 7-14 business days.
Deposits are non-refundable, however may be credited toward a future booking at the discretion of Nanna Jen’s Services.
In the event of a pet’s passing, a full refund will be provided upon reasonable proof of death.
Dispute Resolution Clause
In the event of a concern or dispute, clients agree to first raise the matter directly with Nanna Jen’s Services so it can be addressed respectfully and in good faith before any external action is taken.
Governing Law & Jurisdiction
These Terms & Conditions are governed by the laws of Queensland, Australia.
Acceptance of Terms
By proceeding with a booking, clients acknowledge that they have read,
understood and agreed to these Terms & Conditions.
If you have any questions or require clarification,
Jen is always happy to discuss these terms prior to confirming a booking.
