TERMS & CONDITIONS
1. General
By booking a service with Dotel, you agree to these Terms & Conditions.
Our services are designed to provide a safe, comfortable and positive experience for both pets and their owners. Dotel reserves the right to refuse, decline or discontinue a service where we believe it would not be suitable for the pet, other animals in our care, or the safe operation of the service.
Owners are responsible for providing accurate and up-to-date information regarding their pet's health, behaviour, medical history and care requirements.
2. Meet & Greet
All new clients are offered one complimentary meet & greet before any booking is confirmed.
The purpose of the meet & greet is to help us get to know your pet, discuss routines, care requirements and help ensure a smooth and comfortable experience moving forward.
If additional meet & greets are requested before a booking, these can be arranged separately and may incur an additional charge.
A meet & greet does not guarantee acceptance of a booking.
For all new clients, a meet & greet must take place before a booking can be confirmed. Where a meet & greet has not been completed, Dotel reserves the right to decline or cancel the booking.
3. Boarding
Boarding check-in is from 2:00pm onwards on the arrival date.
Boarding check-out is by 11:00am on the departure date.
Requests for early check-in or late collection may be accommodated subject to availability and may incur an additional charge.
Where collection takes place after the standard check-out time, an additional daycare or overnight charge may apply.
Owners must disclose any medical conditions, medication requirements, behavioural concerns, history of aggression, anxiety or reactivity before the booking begins.
4. Daycare
Standard daycare hours are between 8:30am and 6:00pm.
Requests for early drop-off or late collection may be accommodated subject to availability and may incur an additional charge.
Owners must provide accurate information regarding their pet's health, behaviour and care requirements.
Dotel reserves the right to refuse or discontinue daycare services where a pet's behaviour presents a safety or welfare concern.
5. Home Drop-In Visits
Owners are responsible for providing accurate access instructions and ensuring safe access to the property.
Dotel cannot be held responsible for delays or missed visits resulting from inaccessible properties, incorrect information, lost access, or circumstances beyond our reasonable control.
While we will always do our best to arrive at the agreed appointment time, visit times are approximate and may vary slightly due to traffic, weather conditions, emergencies or delays with other bookings.
6. House Sitting
Owners must provide clear care instructions, emergency contact details and any relevant household information before the booking begins.
Reasonable access to facilities required for the duration of the stay must be provided.
Any special household requirements should be discussed and agreed in advance.
7. Vaccinations & Preventative Care
All pets attending Dotel services must be up to date with their routine vaccinations.
Dogs must also be vaccinated against kennel cough where appropriate.
Owners are responsible for ensuring their pets receive appropriate flea, tick and worm prevention treatment.
Dotel reserves the right to refuse, cancel or terminate a booking if vaccination records cannot be provided, or if a pet is found to have fleas, worms or any contagious condition that may pose a risk to other animals in our care.
8. Dogs in Season & Unneutered Dogs
We understand that every pet and household is different, and Dotel may accept dogs that are unneutered or in season.
Owners must inform us in advance if a dog is currently in season, expected to come into season during the booking period, or is unneutered.
Acceptance of bookings involving dogs in season or unneutered dogs will depend on existing bookings, compatibility considerations and the safe management of all pets in our care.
Where necessary, Dotel reserves the right to limit, decline or adjust bookings in order to maintain a safe and comfortable environment for all animals.
9. Health & Welfare
Owners confirm that all information provided regarding their pet is accurate and up to date.
Any medical conditions, ongoing treatments, behavioural concerns or special care requirements must be disclosed before the booking begins.
Dotel reserves the right to refuse, cancel or terminate a booking where undisclosed health or behavioural issues create a safety or welfare concern.
10. Veterinary Emergencies
In the event of illness, injury or emergency, Dotel will make reasonable efforts to contact the owner first.
Where immediate veterinary treatment is considered necessary for the welfare of the pet, Dotel is authorised to seek veterinary attention on the owner's behalf.
Any veterinary fees, medication costs, transportation costs or related expenses remain the responsibility of the owner.
11. Payments & Cancellations
We understand that plans can change. Whenever possible, we will try to accommodate alternative dates rather than cancelling a booking altogether.
More than 7 days before the booking start date:
• Full refund.
Within 7 days of the booking start date:
• 50% refund; or
• One complimentary date change to an alternative booking date within 3 months of the original booking date, subject to availability.
Within 24 hours of the booking start date:
• Non-refundable.
• Date changes are not available.
Complimentary date changes are limited to one per booking.
Refunds will be processed using the original payment method.
12. Liability
While every reasonable care will be taken, Dotel cannot accept responsibility for illness, injury, loss or damage arising from circumstances beyond our reasonable control.
Owners remain responsible for any loss, damage, injury or costs caused by their pet to people, animals or property.
13. Photography
From time to time, photographs or videos may be taken during services for updates, record keeping or promotional purposes.
If you do not wish your pet to appear in photographs or social media content, please notify us before the booking begins.
14. Privacy
Information collected through enquiries, booking forms and bookings will only be used for the purpose of providing and managing Dotel services.
Personal information will not be shared with third parties except where necessary for the delivery of services, veterinary treatment, legal obligations or with the owner's consent.
15. Contact
If you have any questions regarding these Terms & Conditions, please contact us through the Dotel website.