In order to provide a premium service, the following terms apply to all services carried out by The Good Neighbour Pet and Home Care.

1. To secure a booking with The Good Neighbour during peak seasons I.e. Easter, Long weekends, Christmas and school holidays a 25% deposit on the total cost of the service is required, before the booking will be confirmed.

2. Cancellations made less than 48 hours prior to the date that the service is due to commence will incur a cancellation fee of 10% of the total cost of the service- except if the cancellation is a direct result of Covid 19 restrictions.
Clients who return home earlier than expected will be charged for the entire service period- unless the return is a direct result of Covid 19 restrictions.

3. Payment methods accepted include bank deposit or cash. Personal cheques are not accepted.

4. Payment terms are strictly 7 days.

5. A surcharge will be applied in the following instances:
Services carried out on public holidays will incur a surcharge of $10 per visit
Services carried out before the hours of 7am or after 7pm will incur a surcharge of $10 per visit.
The services of a veterinarian or other third party provider, are required
Travel to properties is outside the local proximity of 20km from The Good Neighbour HQ. Travel will be charged at $.70c per kilometre.

6. The Good Neighbour conducts consultations prior to beginning a new client service. All consultations are charged a $25 fee (due at the time of the consultation or beforehand) this consultation fee is redeemable off your service. If you choose not to use The Good Neighbour the consultation fee is forfeited.  If a second or subsequent visit is required to collect keys or if there is a change in care instructions that cannot be finalised over the phone or via email there is a charge of $25. This fee is not redeemable off the service this is a flat fee on top of service.

7. Christmas and New Year (25th December through to and including January 1st) and Easter (Good Friday through to and including Easter Monday) are charged out at a higher rate.

8. Reasonable and safe access to the property must be provided for The Good Neighbour, during the period of service.

9. Where issues with safety exist, the customer must disclose any safety risks to The Good Neighbour, including those relating to animal behavior or the environment in/around the property.

10. The Good Neighbour reserves the right to refuse service if there are concerns over the safety of staff.

11. While all efforts are made by The Good Neighbour to provide basic checks of the property and immediate surrounds, The Good Neighbour is not a security company and cannot guarantee the security of a customer’s property during the service period and cannot be held responsible for the security of the property.

12. While The Good Neighbour takes exceptional care in looking after your home, pets and garden, it cannot be held responsible for home, property or animals in the event of a natural disaster. It is advised to have an emergency plan ready before going away.

13. In the unlikely event that any animals in the care of The Good Neighbour require veterinary/farrier or other specialist care and attention it is the responsibility of the animals owner to finalise these bills upon their arrival home. It is also possible in these cases that these animals will require extra care and attention that was not originally quoted for in the consultation process so the final quoted price will be adjusted to reflect the extra care and attention required.

14. The Good Neighbour will not provide dog walking services if the weather is above 30 degrees or if we are experiencing severe weather such as an electrical storm. In these instances the walks will be postponed until the weather passes or the walks will be re-scheduled. The safety of the animals and personnel will be taken into account at all times when making the decision to postpone the service.

Exceptional care for your treasured home and animals