Please read these Terms carefully. They contain important risk acknowledgements, consents, emergency veterinary authorisations, releases, limitations of liability and indemnities relating to dog daycare and grooming.
These Terms apply when you access or use the website, create or use an account, make or manage a booking, purchase a package or service, or allow a dog to participate in Oodles daycare, grooming or related services.
Oodles and More Pty Ltd ACN 653 124 620 is referred to as Oodles, we, us or our. You or your means the person accepting these Terms, making the booking or authorising the service.
Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified, including under the Australian Consumer Law.
1. Acceptance and authority
By accepting these Terms, making a booking, purchasing a service or allowing your dog to receive a service after these Terms have been presented to you, you agree to be bound by them.
If you are not the legal owner of the dog, you warrant that you are at least 18 years old and have authority from the owner to provide information, make decisions, incur charges and give the consents and authorisations in these Terms.
You acknowledge that Oodles may rely on your acceptance of these Terms when deciding whether and how to provide services to your dog.
2. Owner warranties and disclosure obligations
You warrant that all information supplied about you and your dog is accurate, complete and not misleading and that you will promptly disclose material changes.
You must disclose all information reasonably relevant to safe care, including health conditions, medication, allergies, injuries, vaccination status, desexing status where relevant, dietary restrictions, mobility issues, behavioural history, aggression, biting, snapping, resource guarding, reactivity, escape behaviour, anxiety, grooming sensitivity and previous incidents.
You acknowledge that withholding or inaccurately describing relevant information can materially increase the risk of injury, illness or damage to your dog, other dogs, staff and third parties.
3. General acknowledgement of animal risk
You acknowledge that dogs are animals whose behaviour can be unpredictable, including dogs that have previously shown no aggression, fear, illness or behavioural concern.
You acknowledge that services involving the care, handling, grooming or interaction of dogs carry inherent and reasonably foreseeable risks that cannot be completely eliminated even with appropriate supervision and reasonable care.
Those risks may include bites, scratches, punctures, falls, collisions, sprains, strains, broken nails, damaged teeth, eye or ear injuries, skin irritation, escape attempts, stress, exhaustion, ingestion of foreign material, allergic reactions, transmission of illness or parasites, aggravation of pre-existing conditions, injury caused by another dog, and in rare circumstances serious injury, illness or death.
You voluntarily choose to place your dog in Oodles' care with knowledge of these inherent risks, subject always to Oodles' obligations that cannot lawfully be excluded.
4. Bookings, pricing and payment
Bookings are subject to availability and are confirmed through our booking system or directly by Oodles. Prices are in Australian dollars and include GST where applicable unless stated otherwise.
Where a grooming service is advertised as 'from' a price, that amount is a starting price. Final pricing may reflect dog size, coat type and condition, behaviour, requested service, additional requirements and time reasonably required.
You agree to pay charges properly disclosed during the booking or service process, including applicable deposits, additional grooming time, late collection charges and other disclosed fees.
5. Cancellations, packages and collection
Cancellation, rescheduling, deposit, package, expiry, no-show and late-collection rules disclosed during the relevant booking or purchase process form part of these Terms.
Any fee, forfeiture or credit consequence applies only to the extent disclosed and permitted by law. Dogs must be collected within applicable collection periods.
Nothing in this section limits rights or remedies available under the Australian Consumer Law.
6. Drop-off, collection and late pick-up policy
Oodles' standard daycare drop-off hours are 6:30am to 9:30am and pickup hours are 3:00pm to 6:30pm.
Dogs must be collected by 6:30pm. If your dog is not collected by 6:30pm:
- a late collection charge of $2.00 per minute applies from 6:30pm until 7:00pm; and
- from 7:00pm, a late collection charge of $200.00 per hour or part of an hour applies, in place of the per-minute charge, until your dog is collected.
Late collection charges reflect the additional staffing, supervision, security and operational costs that Oodles reasonably incurs when a dog remains on the premises outside operating hours. These charges may be applied to your stored payment method in accordance with clause 8.
If you know you are going to be late, please contact us as soon as possible so that we can make arrangements for your dog.
If your dog has not been collected by 8:00pm and we have been unable to reach you or your emergency contact, you authorise Oodles to make reasonable arrangements for your dog's overnight care, welfare and safety, including boarding your dog with a suitable boarding facility, veterinary practice or staff member.
You agree to pay the reasonable costs of those arrangements, including boarding, transport and any veterinary costs, in addition to applicable late collection charges.
If your dog remains uncollected for more than 72 hours and we have been unable to contact you or your emergency contact despite reasonable attempts, Oodles may take further reasonable steps in the dog's interests, including contacting the relevant local authority, animal welfare organisation or the registered owner recorded against the microchip. Oodles will comply with applicable law in doing so.
Grooming appointments are scheduled throughout the day and your dog may not be groomed immediately after drop-off. Please allow up to six hours for a grooming appointment. You must wait until Oodles sends you a collection message before collecting your dog unless otherwise agreed.
7. Payment policy
Daycare: All daycare bookings, packages and services must be paid for online before the relevant visit.
Grooming: A $60 deposit is required from your card at the time of online booking to secure a grooming appointment. The deposit is deducted from the total cost of the groom.
All grooming services must be paid for online before your dog is collected. You authorise the unpaid balance of the appointment, together with any properly applicable additional grooming or matting charges, to be charged to the payment method provided in accordance with the payment authorisation given during booking.
Additional grooming time required to prioritise a dog's comfort, safety or wellbeing, including because of coat restoration, heavily impacted or matted coats, behavioural considerations or the need for a slower approach, is charged at $22.50 for each additional 15-minute interval.
8. Stored payment method and card-on-file authorisation
By providing a payment card or other payment method to Oodles or our payment provider, you authorise Oodles and its payment provider to securely store or tokenise that payment method for future transactions associated with your Oodles account and your dog or dogs.
You authorise Oodles to charge the stored payment method, without requiring you to re-enter your payment details or provide separate approval for each individual transaction, for amounts that are properly due and payable under these Terms or that you have otherwise authorised. This may include daycare bookings and visits; grooming appointments and deposits; outstanding grooming balances; daycare packages, passes or other services you purchase; additional grooming time and applicable coat or matting charges; late cancellation and no-show charges; late collection charges; additional services requested or authorised by you; and other amounts properly payable under these Terms and disclosed to you.
Your full card details may be stored by our third-party payment provider rather than directly by Oodles. Oodles may receive and retain a secure payment token or other identifier that enables us to initiate authorised charges without having access to your complete card number.
You authorise Oodles to continue using the stored payment method until you replace or remove it, withdraw the authority for future transactions, close your account, or we otherwise cease retaining the payment method, subject to any payment obligations already incurred.
Withdrawing or changing your card-on-file authority does not affect charges already incurred, services already supplied, cancellation or no-show charges already triggered, or other amounts properly due and payable to Oodles.
You are responsible for ensuring that your stored payment method remains current and has sufficient funds or available credit to meet amounts properly payable to Oodles.
If a charge is declined or reversed, you remain responsible for the underlying amount properly payable. Oodles may request another payment method and may suspend future bookings or services until outstanding amounts are paid.
Oodles will only charge a stored payment method in accordance with these Terms, the charging circumstances and amounts or calculation methods disclosed to you, and applicable Australian law.
9. Cancellation and rescheduling policy
Daycare: To avoid a charge, a daycare booking must be cancelled by 11:59pm on the day before the scheduled visit. A cancellation after that time will incur the full visit fee or, where the booking was made using a package, forfeiture of one package credit.
Grooming: A grooming appointment may be cancelled or rescheduled up to 24 hours before the scheduled appointment. A cancellation or rescheduling request made within 24 hours of the appointment will result in forfeiture of the grooming deposit.
These cancellation rules are subject to any non-excludable rights you may have under Australian law.
10. Package credits and expiry
Daycare package credits expire on the expiry date disclosed at the time the package is purchased. You are responsible for using package credits before the applicable expiry date.
Your current package expiry date and remaining balance may be available through the applicable Oodles customer or booking portal.
Expired credits are not refundable or redeemable for cash except where required by law.
11. Refund policy
Except where required by law, Oodles does not provide refunds for daycare bookings, daycare packages or completed services, including where you change your mind or no longer wish or are able to use the booking, package or service.
Nothing in this refund policy excludes, restricts or modifies any right or remedy available under the Australian Consumer Law or another law that cannot lawfully be excluded, restricted or modified.
12. Booking policy
Daycare visits must be booked online for every attendance. Daycare bookings must be made by 9:00am on the day of the proposed visit and remain subject to availability.
First-time daycare dogs must complete Oodles' trial process before ongoing daycare attendance. The trial day is currently offered free of charge.
Grooming appointments must be booked through Oodles' applicable booking process and are subject to availability.
13. Health, vaccination, illness and parasites
You must comply with Oodles' current health and vaccination requirements and must not bring a dog that is contagious, potentially contagious, displaying infectious symptoms, recently exposed to a serious contagious condition where attendance creates a material risk, or otherwise unfit to attend.
If illness, fleas, parasites or a potentially contagious condition is identified, you authorise Oodles to isolate the dog, discontinue or modify the service, require collection or veterinary clearance, and take other reasonable protective measures.
14. Daycare - suitability and continuing assessment
By allowing your dog to attend daycare, you consent to Oodles assessing and continually reassessing the dog's suitability for a supervised group environment.
Passing a trial or previous successful attendance does not guarantee continuing eligibility. You authorise Oodles to select and change playgroups, modify activities, provide rest, separate your dog, restrict participation, require early collection, require reassessment, impose reasonable conditions on attendance, or suspend or discontinue daycare where reasonably considered necessary for safety, welfare or operations.
15. Daycare - express assumption of group-play risks
You understand and expressly acknowledge that daycare involves direct interaction between dogs, including running, jumping, chasing, wrestling, mouthing and other physical play.
You acknowledge that despite supervision and reasonable precautions, dogs may react suddenly or unexpectedly and injuries may occur without negligence or wrongdoing by Oodles.
You voluntarily accept the ordinary and inherent risks of supervised group play, including scratches, bites, bruising, soreness, sprains, collisions and other injuries caused by normal dog interaction.
This assumption of risk does not apply to the extent a loss was caused by Oodles' failure to comply with a non-excludable legal obligation.
16. Daycare - behaviour and intervention authority
You warrant that you have disclosed known aggression, biting, snapping, resource guarding, significant fear or anxiety, reactivity, escape behaviour or other material behavioural concerns.
You authorise Oodles staff to use reasonable and humane handling, separation, restraint and management techniques where reasonably necessary to prevent or respond to conflict, injury, escape, distress or unsafe behaviour.
You acknowledge that intervention between dogs can itself involve risk and authorise reasonable action taken in good faith for immediate safety and welfare.
17. Daycare - treats, activities and rest
You authorise your dog to participate in Oodles' ordinary daycare routine, which may include supervised play, enrichment, training-style activities, obstacles, treats and rest.
You must disclose food allergies, intolerances, dietary restrictions and any reason your dog should not participate in a particular activity or receive particular treats.
You authorise Oodles to alter your dog's activities and rest based on the dog's presentation and needs on the day.
18. Grooming - procedures and outcome consent
By allowing your dog to receive grooming, you authorise the booked service and ordinary procedures reasonably associated with it, which may include handling, bathing, brushing, drying, clipping, scissoring, nail care, ear care and related grooming procedures.
You acknowledge that grooming involves sharp tools, powered equipment, water, dryers and physical handling, often while a dog is moving, anxious or unpredictable. Despite reasonable care, minor nicks, irritation, nail bleeding or other accidental grooming-related injuries can occur.
Your style preferences are a guide. You acknowledge that Oodles cannot guarantee a particular cosmetic outcome where coat condition, behaviour, safety, comfort or other circumstances make that outcome impractical or inappropriate.
19. Grooming - matting and comfort clip authority
You acknowledge that matting and compaction can conceal skin conditions and can make grooming more difficult and risky.
Oodles does not undertake excessive or painful dematting solely to preserve coat length.
If Oodles reasonably considers the requested style cannot be safely completed because of matting, compaction or coat condition, you expressly authorise a shorter groom or Comfort Clip where reasonably necessary for welfare.
You understand that clipping matted coat may expose pre-existing redness, irritation, bruising, sores, lesions, lumps, parasites or other conditions and that closely matted skin may have an increased risk of irritation or accidental nicking.
Where reasonably practicable Oodles will try to contact you before a substantial change, but you authorise Oodles to prioritise immediate safety and welfare if waiting for approval would be inappropriate.
20. Grooming - behaviour, stopping a service and additional time
You warrant that you have disclosed known biting, snapping, aggression, grooming anxiety, handling sensitivity or fear of grooming equipment.
You authorise Oodles to modify, pause or discontinue any procedure if your dog's behaviour, health, distress or movement makes continuation unsafe or inappropriate.
You agree to pay reasonable additional grooming charges where the applicable rate or basis has been disclosed and additional work is actually required because of coat condition, behaviour or individual handling needs.
21. Emergency care and veterinary authority
If Oodles reasonably believes your dog is ill, injured, distressed or requires urgent attention, you authorise Oodles to provide reasonable basic first aid, separate or restrain the dog where reasonably necessary, contact you or your emergency contact, seek veterinary advice and transport the dog for veterinary assessment.
If Oodles reasonably considers veterinary treatment cannot safely wait until you are contacted, or reasonable attempts to contact you or your emergency contact are unsuccessful, you authorise Oodles to obtain reasonably necessary veterinary assessment, stabilisation and treatment in your dog's interests.
Where practicable Oodles may use your nominated veterinarian, but you authorise use of another reasonably appropriate or available veterinarian in an emergency.
You authorise Oodles to disclose relevant information about your dog to the treating veterinarian.
You agree to pay reasonable veterinary and transport costs arising from your dog's underlying illness, condition, behaviour or an inherent risk of the service, except to the extent the cost results from a matter for which Oodles is legally responsible.
22. Release and limitation relating to accepted risks
To the maximum extent permitted by law, you release Oodles and its directors, officers, employees, contractors and agents from claims for loss, damage, injury or expense arising solely from an inherent or expressly acknowledged risk described in these Terms where Oodles has exercised the degree of care and skill required by law.
This release is intended to allocate to you the ordinary risks of dog behaviour, dog-to-dog interaction, disclosed grooming risks and pre-existing conditions that may occur despite reasonable care.
The release does not apply to the extent that loss was caused or contributed to by Oodles' negligence, wilful misconduct, breach of a non-excludable consumer guarantee or other liability that cannot lawfully be excluded.
23. Owner responsibility for damage and third-party claims
You are responsible for loss or damage caused by your dog to the extent that the loss or damage results from your breach of these Terms, your failure to disclose material information, or circumstances for which you are legally responsible.
To the maximum extent permitted by law, you indemnify Oodles against reasonable third-party claims, liabilities, losses and costs arising from your breach of these Terms, materially inaccurate or withheld information, or conduct of your dog for which you are legally responsible.
This indemnity is reduced to the extent that the relevant loss was caused or contributed to by Oodles or another person for whom Oodles is legally responsible, and it does not require you to indemnify Oodles for liability that cannot lawfully be transferred to you.
24. Pre-existing and latent conditions
You acknowledge that daycare or grooming may reveal, trigger or aggravate an underlying or previously unnoticed medical, skin, coat, orthopaedic or behavioural condition.
Oodles is not responsible merely because a pre-existing or latent condition becomes apparent during or after a service, except to the extent Oodles caused or contributed to the harm or is otherwise legally responsible.
25. Photography, communications and privacy
You grant Oodles a perpetual, irrevocable, worldwide, royalty-free licence to use, reproduce, publish, display, edit, crop, adapt and distribute photographs and videos of your dog for Oodles' business, marketing, advertising, promotional, social media, website, digital, print and other commercial purposes, in any media or format now known or developed in the future.
Oodles may use this content at any time and without further notice, approval or compensation to you. You acknowledge that photographs or videos of your dog may continue to appear in previously published, scheduled, produced or archived materials after you cease using Oodles' services.
This consent relates to imagery of your pet. Oodles will handle personal information and imagery containing identifiable individuals in accordance with the Oodles Privacy Policy and applicable law.
26. Closures, changes to hours and events beyond our control
Oodles may close or vary its operating hours for public holidays, staff training, maintenance or other operational reasons, and will give reasonable notice where practicable.
Oodles is not liable for a failure or delay in supplying services caused by an event beyond our reasonable control, including flood, storm, fire, extreme weather, power or water failure, telecommunications or payment system failure, disease outbreak, public health direction, government order or civil emergency.
Where a booking cannot be supplied for such a reason, we will offer you a refund, credit or rescheduled booking for the affected booking.
27. Monitoring and CCTV
Oodles may use CCTV and other monitoring on the premises for safety, security, welfare and training purposes. Footage is handled in accordance with the Oodles Privacy Policy and applicable law.
Footage is retained only for a limited period and may be overwritten automatically. Oodles is not obliged to retain or provide footage except where required by law.
28. Insurance
Oodles maintains the insurances it considers appropriate for its business. Those insurances are for Oodles' benefit and do not operate as insurance for you or your dog.
We strongly recommend that you hold current pet insurance covering veterinary treatment for illness and injury.
29. Not veterinary or behavioural advice
Information provided by Oodles staff about your dog's health, coat, diet, training or behaviour is general in nature and based on our practical experience. It is not veterinary or professional behavioural advice and should not be relied on as a substitute for advice from a qualified veterinarian or behaviourist.
30. Facility access, conduct and safety
For safety and insurance reasons, customers and visitors may not enter play areas, grooming areas or other operational areas of the premises without a staff member's invitation and supervision.
Children must be supervised at all times while on the premises.
You must treat Oodles staff and other customers with respect. Abusive, threatening, discriminatory or unlawful behaviour, whether in person, by phone, by message or online, may result in refusal or termination of services under clause 32.
You must follow reasonable staff directions relating to safety, hygiene and the movement of dogs on the premises.
31. Declined payments, chargebacks and recovery costs
If a charge is declined or reversed, you remain responsible for the underlying amount properly payable. Oodles may request another payment method and may suspend future bookings or services until outstanding amounts are paid.
You agree not to initiate a chargeback or payment dispute for a service properly supplied or a charge properly payable under these Terms without first contacting Oodles to attempt to resolve the matter.
Where an amount remains unpaid after we have given you notice and a reasonable opportunity to pay, you agree to pay reasonable costs actually incurred by Oodles in recovering that amount. Nothing in this clause requires you to pay an amount that is not a genuine and reasonable cost of recovery.
32. Refusal, suspension and termination of services
Oodles may reasonably refuse, suspend or discontinue services where safety or welfare concerns arise, required information has not been provided, service requirements are not met, payments remain outstanding, a customer behaves abusively, threateningly or unlawfully, a dog creates an unacceptable safety risk, or continuing the service would otherwise be unreasonable.
We may require immediate collection where reasonably necessary for safety or welfare.
33. Australian consumer law
Our services come with consumer guarantees that may apply under the Australian Consumer Law, including guarantees concerning due care and skill.
Nothing in these Terms is intended to exclude, restrict or modify any guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.
If any release, limitation, indemnity or other provision in these Terms would otherwise operate beyond what the law permits, it is to be read down to the maximum extent permitted by law.
34. Website use and intellectual property
You must not misuse our website, interfere with its operation, gain unauthorised access, distribute malicious software, scrape information without permission, impersonate another person or infringe another person's rights.
Unless otherwise indicated, Oodles' branding, logos, photographs, videos, graphics, website design and written content are owned by or licensed to Oodles and may not be commercially reproduced or exploited without permission except where permitted by law.
35. Changes to terms and re-acceptance
We may update these Terms to reflect changes to services, pricing, operational requirements, risk management, technology or law.
The version presented or made available when a booking or purchase is made will generally apply to that booking.
We may require you to expressly re-accept the Terms where we materially change a daycare or grooming risk acknowledgement, consent, release or emergency authorisation.
36. Severability and governing law
If any provision is invalid or unenforceable, it is to be read down where possible and otherwise severed without affecting the remaining provisions.
These Terms are governed by the laws of Queensland, Australia.
37. Important final acknowledgement
By accepting these Terms, you confirm that you have read and understood them, including the applicable daycare and/or grooming risk acknowledgements, consents, emergency veterinary authorisations, release, limitations of liability and indemnity.
You acknowledge that dog daycare, dog-to-dog interaction and grooming involve risks that cannot be completely eliminated, and you voluntarily accept the ordinary and inherent risks identified in these Terms, subject to your non-excludable rights under Australian law.
38. Contact
Oodles and More Pty Ltd
ACN 653 124 620
14 Walker Street
Woolloongabba QLD 4102
Phone: 0420 904 662
Email: fun@oodlesandmore.com