Terms of Service

Last Updated: November 14, 2025

Welcome to BONE VOYAGE. By booking our premium pet care services, you agree to these Terms of Service. Please read them carefully.

1. Definitions

In these Terms of Service:

• "We," "us," "our" refers to BONE VOYAGE
• "You," "your" refers to the client booking services
• "Services" means pet sitting, boarding, and care services provided by BONE VOYAGE
• "Business days" means Monday to Friday, excluding Queensland public holidays
• "Emergency" means any situation requiring immediate veterinary attention or threatening the health, safety, or welfare of your pet
• "Pre-existing condition" means any medical condition, illness, injury, or behavioral issue that existed before our services commenced
• "Reasonable notice" means at least 48 hours unless otherwise specified
• "Pet(s)" refers to the animal(s) in our care under this agreement

2. Service Description

BONE VOYAGE provides boutique, one-on-one in-home pet care and boarding services in Brisbane, Australia. Our services include:

• 24-hour dedicated pet sitting and monitoring
• In-home pet care in your pet's familiar environment
• Specialized care for anxious and high-needs pets
• Premium boarding services with individualized attention
• Daily updates, photos, and communication

2.1 Use of Subcontractors

BONE VOYAGE 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.

2.2 Security and Confidentiality

We implement enhanced security measures to protect your home and property, including:

• Comprehensive background checks on all carers and subcontractors
• Secure storage and handling of keys and access codes
• Strict confidentiality regarding client identity, property details, and personal information
• Professional discretion appropriate for high-value properties and clients

3. Booking and Payment

3.1 Booking Process

All bookings must be confirmed in writing via email or our booking system. A booking is not confirmed until you receive written confirmation from BONE VOYAGE and the deposit has been received. Written confirmation will include service dates, pricing, and any special requirements.

3.2 Pricing

Our standard pricing is as follows:

• Overnight home stay (12 hours): $130 per night for one dog, $40 per extra dog
• Full day and night in-home care (24 hours): $240 per day for one dog, $80 per extra dog
• Homestay boarding day package: $180 per day for one dog, $60 per extra dog
• Homestay constant companion care: $240 per day for one dog, $80 per extra dog
• Pop In and Play visits: $60 for the first hour, $30 each additional hour, $20 per extra dog

Additional fees may apply:

• Major public holidays: 50% surcharge on bookings on 24–26 December and 31 December–1 January
• Christmas peak overnight rate: $190 per night on 24, 25, and 31 December (plus 50% public holiday surcharge on 26 December and 1 January)
• After-hours Pop In and Play: $15 surcharge per booking between 6:30 pm and 5:00 am
• Households with three or more pets: $5 per additional pet per night
• Out-of-area travel: Travel fee may apply outside usual service areas
• Key collection/return outside a booked service: $30 per trip

Final pricing will be confirmed in your booking quote and depends on your pet's specific needs, duration of care, and any additional requirements.

3.3 Deposit

A non-refundable deposit of 50% is required to secure your booking. This deposit compensates us for declined bookings and schedule commitments. Deposits may be refunded at our discretion in exceptional circumstances including serious illness, family emergency, death, or where required by law. The remaining balance is due 7 days before the service commencement date.

3.4 Payment Methods

We accept bank transfer and other agreed payment methods. All payments must be received by the due dates specified.

4. Cancellation Policy

• More than 14 days before service: Deposit forfeited, no additional charges
• 7-14 days before service: 50% of total booking fee charged
• Less than 7 days before service: 100% of total booking fee charged
• Early return: No refunds for services not used, except at our discretion taking into account the circumstances and whether we can re-book the time

5. Client Responsibilities

5.1 Pet Information

You must provide complete and accurate information about your pet including:

• Medical history, conditions, and current medications
• Vaccination records (must be current)
• Behavioral issues, anxieties, or special needs
• Emergency veterinary contact information
• Food, treats, and dietary requirements
• Any allergies or sensitivities

5.2 Home Preparation (In-Home Services)

For in-home care, you must:

• Provide safe and secure access to your home
• Ensure adequate food, medications, and supplies for the duration
• Provide clear written instructions for pet care routines
• Ensure your home is safe and secure for both pets and carers
• Inform us of any home security systems or special access requirements

5.3 Vaccinations

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.

6. Our Responsibilities

BONE VOYAGE commits to:

• Providing professional, attentive, and dedicated pet care
• Following your instructions and pet care routines as closely as possible
• Maintaining regular communication and providing updates
• Ensuring your pet's safety and wellbeing at all times
• Maintaining confidentiality and security of your home and information

7. Emergency Care and Veterinary Authorization

7.1 Veterinary Care

By booking our services, you authorize BONE VOYAGE 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.

7.2 Emergency Decisions

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.

7.3 Pre-existing Conditions

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.

8. Liability and Insurance

8.1 Insurance

BONE VOYAGE maintains comprehensive public liability insurance. Details of our insurance coverage are available upon request.

8.2 Pet Behavior

You are responsible for any damage or injury caused by your pet to property, other animals, or people during our care. You agree to indemnify BONE VOYAGE against claims arising from your pet's behavior, except where such claims result from our negligence, breach of contract, or breach of consumer guarantees under the Australian Consumer Law.

8.3 Limitation of Liability

To the maximum extent permitted by law, and except where the Australian Consumer Law applies, BONE VOYAGE's liability is limited for:

• Injury, illness, or death arising from undisclosed pre-existing conditions, except where such injury, illness, or death results from our negligence or breach of duty
• Circumstances beyond our reasonable control
• Events arising from false, incomplete, or misleading information provided about your pet
• Pets escaping despite reasonable security precautions being taken

This clause does not exclude, restrict, or modify any consumer guarantee, right, or remedy that cannot be excluded under the Australian Consumer Law.

8.4 Property Damage

For in-home services, BONE VOYAGE is not responsible for damage to your property caused by your pet, nor for existing home issues that occur during our stay (plumbing, electrical, etc.) unless caused by our negligence.

9. Service Refusal and Termination

We reserve the right to refuse or terminate services if:

• Your pet displays aggressive behavior that poses a safety risk
• You have provided false or misleading information
• Payment terms are not met
• Home conditions are unsafe or unsuitable for care
• Your pet's needs exceed our capability to provide adequate care

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.

10. Australian Consumer Law

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.

11. Privacy and Confidentiality

We respect your privacy and maintain strict confidentiality regarding:

• Your personal and contact information
• Home security details, access codes, and keys
• Your pet's medical and behavioral information
• Property details and valuable items
• Client identity and personal circumstances

We will only share information as required by law, with your explicit consent, or with authorized veterinary professionals in emergency situations.

11.1 Data Security and Storage

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.

11.2 Photographic Consent

By booking our services, you consent to BONE VOYAGE 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.

12. Keys and Home Access

For in-home services:

• Keys will be stored securely and returned promptly after service completion
• We will not make copies of keys or share access codes with unauthorized parties
• Access codes and security details will be handled with strict confidentiality
• You must provide accurate and complete access information before service commencement

12.1 Emergency Access and Locksmith 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.

12.2 Changes During Service

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.

13. Communication and Updates

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.

14. Additional Pets and Services

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.

15. Force Majeure

BONE VOYAGE 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.

16. Complaints and Feedback

We are committed to providing exceptional service. If you have concerns about our services, please contact us immediately at hello@ashandhound.com or 04 01 606 603.

We will:

• Acknowledge all complaints within 2 business days
• Provide a substantive response within 7 business days
• Work with you in good faith to resolve any issues

If a complaint cannot be resolved directly, both parties agree to attempt mediation through an independent mediator before pursuing legal action.

17. Changes to Terms

We reserve the right to update these Terms of Service at any time. Updated terms will be posted on our website with a new "Last Updated" date. Continued use of our services after changes constitutes acceptance of the updated terms.

18. Dispute Resolution and Governing Law

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.

19. Severability

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.

20. Entire Agreement

These Terms constitute the entire agreement between you and BONE VOYAGE 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 BONE VOYAGE.

21. Contact Information

For questions about these Terms of Service, please contact us:

BONE VOYAGE
Email: hello@ashandhound.com
Phone: 04 01 606 603
Brisbane, Queensland, Australia