Last Updated: February 14, 2026
Welcome to ASH & HOUND. By booking our premium pet care services, you agree to these Terms of Service. Please read them carefully.
Important: By making payment, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service. If booking on behalf of another person, you warrant that you have authority to bind that person to these terms.
In these Terms of Service:
ASH & HOUND provides boutique, one-on-one in-home pet care services in Brisbane, Australia. Our services include:
ASH & HOUND may engage qualified and vetted subcontractors to provide services. All subcontractors are bound by the same standards, obligations, and confidentiality requirements outlined in these Terms. We maintain full responsibility for services provided by our subcontractors.
In the event that your assigned carer is unable to complete or continue a booking due to illness, injury, emergency, or other unforeseen circumstances, ASH & HOUND reserves the right to arrange a qualified backup carer to ensure continuity of care for your pet. By booking our services, you acknowledge and agree that:
We maintain a network of trusted backup carers specifically to ensure your pet is never left without care. Your pet's safety and wellbeing remain our absolute priority in all circumstances.
We implement enhanced security measures to protect your home and property, including:
Arrival and departure times are confirmed at booking based on your schedule. Extended stays beyond the agreed departure time will incur additional fees.
All bookings must be confirmed in writing via email or our booking system. A booking is not confirmed until you receive written confirmation from ASH & HOUND and full payment has been received. Written confirmation will include service dates, pricing, and any special requirements.
Pricing will be confirmed in your booking quote and depends on your pet's specific needs, duration of care, and any additional requirements. Additional fees may apply for public holidays, extended stays, medication administration, supply runs, and excessive cleaning. Full pricing details are available at ashandhound.com/pricing.
Full payment is required at the time of booking to secure your service. This payment compensates us for declined bookings and schedule commitments. Refunds may be provided at our discretion in exceptional circumstances including serious illness, family emergency, death, or where required by law.
We accept bank transfer and other agreed payment methods. All payments must be received by the due dates specified.
During holiday and peak periods (including but not limited to Christmas, New Year, Easter, and school holidays), stricter cancellation terms apply. Peak periods will be communicated at the time of booking.
For peak period bookings:
By booking our services, you confirm and warrant that you are the legal owner of the pet(s) listed in your booking, or that you have express authority from the legal owner to arrange care services and agree to these Terms on their behalf. You agree to indemnify ASH & HOUND against any claims arising from disputes over pet ownership.
You must provide complete and accurate information about your pet including:
For in-home care, you must:
You are responsible for clearly communicating any restrictions regarding your home and belongings before or at the commencement of services. This includes, but is not limited to:
Unless specific restrictions are communicated to us in writing prior to or at service commencement, our carers may reasonably assume that general household items typically available to house guests—including basic food items, beverages, and common amenities—are available for use during their stay.
ASH & HOUND accepts no liability for the use or consumption of any items that were not expressly identified as off-limits. If you have specific items of value or importance that you do not wish to be used, these must be clearly communicated, secured, or removed from accessible areas prior to our arrival.
You must inform ASH & HOUND prior to or at the commencement of services if any other person will have access to your home during our care period. This includes, but is not limited to:
ASH & HOUND accepts no responsibility for any loss, damage, theft, or other incidents that occur as a result of third party access to your property during our service period, unless directly caused by our negligence. It is your responsibility to notify any such parties that ASH & HOUND services have been engaged.
You are responsible for providing all food, medications, litter, and other supplies necessary for your pet's care for the full duration of service. We recommend providing supplies with a reasonable buffer in case of unexpected delays in your return.
If supplies run out or are insufficient during our care:
ASH & HOUND will clean up after your pet to the best of our ability using cleaning products and tools available in your home. We will maintain reasonable cleanliness standards throughout our stay.
However, if excessive cleaning is required due to circumstances beyond normal pet care—such as repeated accidents, illness-related messes, or significant property soiling by your pet—an additional cleaning fee of $50 or more may apply, depending on the extent of cleaning required. You will be notified of any such charges.
ASH & HOUND will not accept responsibility for any permanent stains to carpets, flooring, furniture, or other property damage caused by your pet(s) after every reasonable effort has been made to clean these.
All pets must have current vaccinations appropriate for their species. Proof of vaccination must be provided before service commencement. This is mandatory for the health and safety of your pet and any other animals in our care. You also confirm that your pet does not have any transmittable diseases or health conditions that could affect other animals or humans.
You must disclose the location and type of all surveillance equipment, cameras, audio recording devices, and monitoring systems present in your home prior to or at the commencement of services. This includes, but is not limited to:
By booking our services, you acknowledge and agree that:
If undisclosed surveillance devices are discovered during our care, we reserve the right to:
We understand that surveillance devices are common for home security and pet monitoring purposes. We simply require full disclosure so our carers can provide services with appropriate awareness and consent.
ASH & HOUND commits to:
You must fully disclose any history of aggression, biting, snapping, resource guarding, or other anti-social behavior in your pet prior to booking. Failure to disclose known behavioral issues may result in immediate termination of services and forfeiture of all fees paid.
If your pet displays aggressive behavior that poses a safety risk to our carers, other animals, or any person, ASH & HOUND reserves the right to:
In such circumstances, no refund will be provided for unused services.
You are fully responsible for any injury, damage, or harm caused by your pet to:
If your pet bites or injures any person, you agree to be liable for all resulting medical expenses, damages, and any legal costs. You agree to indemnify and hold harmless ASH & HOUND against any claims, suits, damages, or expenses arising from your pet's behavior, except where such claims result directly from our negligence or breach of duty.
Pets, like humans, can become unwell unexpectedly. While we will provide attentive care and monitor your pet's health throughout our service, ASH & HOUND cannot guarantee that your pet will not become ill during our care period.
If your pet shows signs of illness, we will:
You acknowledge and accept that there are inherent risks in pet care, and that despite the highest standard of care, pets may become ill, injured, or in rare cases, pass away while in our care due to causes beyond our control, including but not limited to:
To the maximum extent permitted by law, and except where prohibited by the Australian Consumer Law, you waive and release ASH & HOUND from any claim arising from your pet's illness, injury, or death during our care, provided that such illness, injury, or death did not result directly from our negligence, reckless conduct, or intentional misconduct.
This waiver does not apply to any liability that cannot be excluded under Australian Consumer Law.
By booking our services, you authorize ASH & HOUND to seek veterinary care for your pet in case of emergency. You agree to reimburse all reasonable and necessary veterinary costs incurred during our care, including emergency treatment, hospitalization, and medications.
For emergency veterinary expenses exceeding $2,000, we will make reasonable attempts to contact you for authorization before proceeding, except where immediate treatment is required to preserve your pet's life or prevent serious harm. You may provide a credit card on file with a specified spending limit for veterinary emergencies.
We will make every effort to contact you before seeking veterinary care. However, if you cannot be reached and immediate care is required, we are authorized to make decisions in your pet's best interest, including but not limited to emergency surgery, hospitalization, or other life-saving treatment.
ASH & HOUND will administer medications to your pet as directed by you and in accordance with veterinary instructions. However, we cannot be held responsible for adverse reactions, complications, or side effects that may arise from medication administration, provided the medication was administered correctly as per your instructions. You must provide clear, written instructions for all medications, including dosage, timing, and method of administration.
You are responsible for all veterinary costs related to pre-existing conditions that arise during our care. However, if a pre-existing condition worsens due to our negligence or failure to follow your care instructions, we accept responsibility for costs directly attributable to our actions or omissions.
ASH & HOUND takes every reasonable precaution to ensure your pet's security, including checking that gates, doors, and fences are secure before allowing pets outside.
Despite our best efforts, pets may escape due to circumstances including but not limited to:
ASH & HOUND will not be held responsible or liable for pets that escape from your property where we have taken reasonable security precautions, particularly where the escape results from faulty infrastructure, your pet's known escape behaviors that were not disclosed, or circumstances beyond our control.
If your pet escapes while in our care, we will:
ASH & HOUND is not responsible for the costs of locating or retrieving a lost pet, though we will assist in search efforts as reasonably practical.
The safety and comfort of your pet is our priority in all weather conditions.
We will use our professional judgment to determine appropriate activities based on weather conditions and your pet's individual tolerance and needs.
ASH & HOUND maintains comprehensive public liability insurance. Details of our insurance coverage are available upon request.
To the maximum extent permitted by law, and except where the Australian Consumer Law applies, ASH & HOUND's liability is limited for:
This clause does not exclude, restrict, or modify any consumer guarantee, right, or remedy that cannot be excluded under the Australian Consumer Law.
For in-home services, ASH & HOUND is not responsible for damage to your property caused by your pet, nor for existing home issues that occur during our stay (plumbing, electrical, appliance failure, etc.) unless caused by our negligence. We recommend ensuring your home and contents insurance is current for the duration of our service.
We reserve the right to refuse or terminate services if:
In such cases, you will be required to make alternative arrangements immediately. Refunds will be at our discretion based on the circumstances.
Non-Discrimination: Service refusal will never be based on discriminatory grounds including race, religion, gender, sexuality, disability, or other protected characteristics in accordance with Queensland and Federal anti-discrimination laws.
Nothing in these terms excludes, restricts, or modifies any consumer guarantee, right, or remedy conferred by the Australian Consumer Law or any other applicable law that cannot be excluded, restricted, or modified by agreement.
We respect your privacy and maintain strict confidentiality regarding:
We will only share information as required by law, with your explicit consent, or with authorized veterinary professionals in emergency situations.
We implement appropriate security measures to protect your personal information. Client data is stored securely and retained only for as long as necessary to provide services and comply with legal obligations. You have the right to access and request correction of your personal information held by us.
By booking our services, you consent to ASH & HOUND taking photographs of your pet(s) for the purposes of providing you with updates during care. Use of photographs for marketing, social media, website, or promotional purposes requires your separate written consent, which you may provide or withdraw at any time.
In the event a backup carer is required, you consent to ASH & HOUND sharing necessary information about your pet, home access, care routines, and any relevant household restrictions with the backup carer. All backup carers are bound by the same confidentiality obligations as your originally assigned carer.
For in-home services:
If we are locked out due to inaccurate access information, malfunctioning locks, or lost keys, we are authorized to engage a licensed locksmith to gain entry. You agree to reimburse reasonable locksmith fees in such circumstances. We maintain appropriate insurance coverage for lost keys.
If you change locks, access codes, or security systems during our booking without providing updated information with reasonable notice, you remain responsible for any costs incurred in gaining access, including locksmith fees.
In the event a backup carer is required, you authorize ASH & HOUND to provide the backup carer with keys, access codes, and security information necessary to enter your property and continue care for your pet. All backup carers are bound by the same security and confidentiality protocols as your originally assigned carer.
We provide daily updates including photos and messages about your pet's wellbeing. We will contact you immediately in case of emergencies, health concerns, or behavioral issues. You must provide current contact information and respond to urgent communications promptly.
If additional pets or services not included in the original booking are requested during care, additional fees will apply. These will be quoted and agreed upon before provision of additional services.
ASH & HOUND is not liable for failure to perform services due to circumstances beyond our reasonable control including natural disasters, severe weather, pandemics, government restrictions, or other force majeure events. In such cases, we will work with you to find alternative arrangements or provide appropriate refunds.
We are committed to providing exceptional service. If you have concerns about our services, please contact us immediately at hello@ashandhound.com or 0401 606 603.
We will:
We request that you notify us of any concerns within 24 hours of your return home so that we may promptly investigate and address any issues.
If a complaint cannot be resolved directly, both parties agree to attempt mediation through an independent mediator before pursuing legal action.
ASH & HOUND may update these Terms of Service from time to time to reflect changes in our business or legal obligations. However, to protect our clients' interests:
These Terms are governed by the laws of Queensland, Australia. Both parties submit to the non-exclusive jurisdiction of the courts of Queensland.
We encourage open communication to resolve any concerns. If a dispute cannot be resolved directly, both parties agree to attempt mediation through an independent mediator before pursuing legal action.
If any provision of these Terms is held to be invalid, illegal, or unenforceable by a court of competent jurisdiction, the remaining provisions will continue in full force and effect. The invalid provision will be modified to the minimum extent necessary to make it valid and enforceable while preserving the original intent.
These Terms constitute the entire agreement between you and ASH & HOUND regarding our services and supersede all prior agreements, representations, warranties, and understandings, whether written or oral. Any variations to these Terms must be in writing and signed by both parties.
No verbal promises, representations, or modifications will be binding unless confirmed in writing by ASH & HOUND.
For questions about these Terms of Service, please contact us:
ASH & HOUND
Email: hello@ashandhound.com
Phone: 0401 606 603
Brisbane, Queensland, Australia
By booking our services, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.