TERMS OF SERVICE

1. Our services

Pawlette offers pet grooming, daycare, boarding, dog walking, and veterinary wellness services as listed on our website. We reserve the right to update, add, or discontinue services at any time. All services are subject to availability. We reserve the right to decline a booking if we believe a service is not appropriate for a particular animal based on health, temperament, or safety grounds.

2. Bookings and appointments

Bookings are confirmed once you receive a confirmation message from us via text or email. A booking is not guaranteed until confirmation is sent. We reserve the right to reschedule appointments in exceptional circumstances — for example, staff illness or emergency closures — and will always notify you as early as possible.

3. Cancellations and rescheduling

You may cancel or reschedule your booking free of charge up to 24 hours before your appointment. Cancellations made within 24 hours of the appointment time are subject to a cancellation fee of 50% of the service price. No-shows without prior notice are charged at the full service price. We understand genuine emergencies happen — contact us directly and we will always try to be reasonable.

4. Your pet's health and safety

You confirm that your pet is in good health at the time of any appointment. If your pet is showing signs of illness, contagious conditions, or has had contact with a sick animal in the 14 days prior to their visit, you must inform us before the appointment and we may reschedule at no charge. All pets attending daycare or boarding must be up to date with core vaccinations. Proof of vaccination may be requested. We are not liable for the transmission of illness between animals when all reasonable precautions have been taken.

5. Behaviour and temperament

By booking with us, you confirm that your pet does not have a history of aggression that has not been disclosed to us. If a pet displays aggressive behaviour that poses a risk to staff or other animals, we reserve the right to contact you for immediate collection and to decline future bookings. We will always attempt to manage anxious or reactive animals with patience and care before making this decision.

6. Emergency veterinary care

In the event of a medical emergency while your pet is in our care, we will contact you immediately and, if you cannot be reached, we will seek emergency veterinary treatment on your pet's behalf. By booking with us, you authorise Pawlette to arrange emergency veterinary care if we deem it necessary. You are responsible for the cost of any emergency treatment provided.

7. Liability

Pawlette takes every reasonable precaution to ensure the safety and wellbeing of animals in our care. However, we are not liable for illness, injury, loss, or death resulting from circumstances beyond our reasonable control, pre-existing conditions, or the natural behaviour of animals. Our liability is limited to the cost of the service provided.

8. Photography and media

We may photograph or film your pet during their visit for use on our social media channels, website, or marketing materials. We will always use images in a positive and respectful manner. If you do not wish your pet to be photographed, please let us know at drop-off and we will make a note on their record.

9. Website use

The content on our website — including text, images, design, and copy — belongs to Pawlette and may not be reproduced or used without our written permission. You may browse our website for personal use. You may not use it in any way that is unlawful, disruptive, or harmful to our business or other users.

10. Governing law

These terms are governed by the laws of the jurisdiction in which Pawlette operates. Any disputes arising from these terms or from our services will be subject to the exclusive jurisdiction of the courts of that region.

11. Changes to these terms

We may update these terms from time to time. The effective date at the top of this page will reflect any changes. Continued use of our website or services after an update constitutes your acceptance of the revised terms.

12. Contact

Questions about our terms? Email hello@lovelypet.com or call (555) 911-PAWS