Nanna Jens Services

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

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By booking with Nanna Jen’s Services, you agree to these Terms & Conditions.

I operate as a sole provider, offering personalised, compassionate care — and I aim to set clear expectations so you and your pets feel supported and understood.

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🐱 1. My Commitment to Your Pets & Home

I provide individualised care for every pet, prioritising:

• ✔ Comfort, companionship & emotional wellbeing

• ✔ Safety, routine familiarity & gentle handling

• ✔ Guidance on nutrition basics & training approaches

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Premium Features:

• Daily updates with photos & notes

• Interactive play & enrichment

• Poop scooping & litter maintenance

• Optional pet taxi, light grooming, holistic - reiki and massage, thank you gifts and healthy treats

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Extended Stays (7+ days)

• Light property care: plant watering, mail collection, bin management

• Pool cleaning with your guidance and equipment

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❌ I do not provide lawn mowing, heavy landscaping, structural repairs, or professional grooming beyond light care.

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📝 2. Client Responsibilities

To provide the safest, highest-quality care:

Pet Health & Documentation

• Pets must be healthy, vaccinated, and parasite-treated

• All pre-service forms completed accurately

• Daily routine documented in a care book (feeding, play, medications, toileting, cues, and signals)

Home Preparation

• Home must be clean, safe, and free from hazards, vermin, or reptiles

• Clearly communicate gates, locks, alarms, and access points

Access & Supplies

• Provide sufficient food, treats, water, medications, and supplies for the booking duration

• Provide clear access instructions (keys, alarm codes, lockboxes)

• Share emergency contacts & veterinarian details

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💡 Tip: A “meet & greet” is strongly required to build trust and understanding.

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📹 3. Privacy & Surveillance

I respect your privacy and comply with Queensland law:

• All cameras or monitoring devices must be disclosed before service

• Internal cameras must be turned off during care

• External cameras must not capture indoor spaces

• Audio recording is not permitted 

⚠️ Undisclosed devices may result in immediate termination of service.

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⏱️ 4. Visit Times & Expectations

• Scheduled times are approximate and may vary due to weather, traffic, or pet needs

• Exact times must be agreed in writing

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⚠️ 5. Emergencies, Health & Liability

• I act in your pets’ best interests at all times

• In emergencies, I will attempt to contact you or your emergency contact; if unreachable, I will act on what is safest for your pet

• Clients are responsible for all veterinary and medical costs

• Liability is limited to the extent permitted by law

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💵 6. Bookings & Payments

• A 25% non-refundable deposit is required to secure a booking

• Balance due 7 days before service starts (or as agreed)

• Public holiday bookings incur a 10% surcharge

• Travel fees will / may apply based on location

• Late or missed payments may result in booking cancellation

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​🔄 7. Cancellations & Alterations

Deposit Policy:

• All bookings require a deposit to secure the service. Deposits are non-refundable, though they may be applied to future bookings at my discretion.

• Deposits do not constitute a guarantee of service if cancellations occur within the restricted period.

Cancellation Timing:

• More than 6 days before the booking: You may be eligible for a credit toward a future booking, at my discretion.

• Within 6 days of the booking: All payments, including deposits, are forfeited.

Repeat Cancellations:

• Cancelling once within a 12-month period does not affect future bookings.

• Cancelling twice within 12 months may require full pre-payment for any future bookings.

• Cancelling three or more times within 12 months may result in refusal of future bookings, to ensure fair access and availability for committed clients.

Exceptional Circumstances:

• Genuine emergencies (such as illness, death, or unavoidable events) will always be handled on a case-by-case basis, with discretion applied to deposits and rescheduling.

Legal Note (Australian Consumer Law):

• These policies comply with the Australian Consumer Law (ACL), which allows businesses to set reasonable terms for services that are fully performed at a later date, provided clients are informed clearly and upfront.

• Clients retain rights under ACL for major failures or services not rendered, but standard deposit and cancellation conditions apply for changes due to personal choice.

💡 This policy ensures fairness for both clients and Nanna Jens Services, supports reliability, and maintains high-quality care for all pets.

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💬 8. Communication & Respect

• I value respectful, direct communication at all times

• Threats, harassment, or abusive conduct will result in termination of services

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🏠 9. Property & Belongings

• I leave your home in its original condition

• Clients are responsible for pet-caused damage during care

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🧘‍♂️ 10. Holistic & Complementary Care

I offer holistic wellness services to support your pets’ emotional wellbeing and calm, including:

• Reiki energy work

• Gentle massage & touch therapy

• Emotional support and grounding techniques

Important Notes:

• These are non-medical, complementary practices, focused on emotional and physical comfort.

• Pets lead the session — all interaction is gentle, respectful, and optional.

• Services are not a substitute for veterinary care.

• Written consent is required before any holistic session begins.

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📜 11. Legal Compliance

These Terms comply with Queensland and Australian law, including:

• Animal Care and Protection Act 2001 – Duty of care to animals

• Animal Management (Cats & Dogs) Act 2008 – Licensing, containment, microchipping

• Invasion of Privacy Act 1971 – Surveillance & recording restrictions

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✅ 12. Acknowledgment & Agreement

By booking or allowing service to begin, you confirm that you are the legal owner or authorized caretaker of your pets and that you understand and accept these Terms.

Thank you for trusting me with your pets and your home.

I provide care with love, patience, and professionalism, giving you peace of mind every step of the way.

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✨ Premium Service Highlights

• Personalized, compassionate in‑home pet care

• Written routine and documentation for consistency

• Daily updates with photos and notes

• Optional pet taxi, light grooming, enrichment, Reiki, and massage

• Basic property care support during extended stays

• Clear guidance on emergencies and veterinary protocols

• Safety, hygiene, and respectful communication clearly outlined