Terms of Service

Effective: May 1st, 2024

1. Acceptance of Terms; Modifications.

This Terms of Service Agreement (hereinafter referred to as the "Agreement") governs the use of services provided by "Matt and Hanna" (hereafter referred to as the "Matt and Hanna," "Service Provider," "we", "us," "our"), a sole proprietorship operating with its principal place of business in Toronto, Ontario, Canada. The term "Clients," "you," "your," "pet owners" as used herein refers to all individuals or entities accessing or utilizing the services offered by "Matt and Hanna" for any reason.

The Client's engagement with "Matt and Hanna" and use of its services constitute an agreement to be bound by the terms and conditions set forth in this Agreement, along with any future modifications and additional terms and conditions associated with specific services provided.

The Service Provider reserves the right to update and change the terms of this Agreement from time to time without prior notice. It is the responsibility of the Client to review this Agreement periodically for updates. Continued use of the services after such changes shall constitute consent to such changes. If you do not agree to be bound by the then current Notices and Policies, your sole remedy is not to use the services provided by "Matt and Hanna."

2. Detailed Description of Services and Pricing

2.1 Dog Walking Services

2.1.1 Private Walk Services. Exclusive walking sessions are offered for individual dogs, with options encompassing durations of 30, 45, or 60 minutes.

2.1.1.1 Structured Pricing Packages.

Regular Package: Encompasses 1 to 3 walks in a month (31 days). Charges are set at $33, $37, and $39 for walks lasting 30, 45, and 60 minutes, respectively.
Value Bundle: Aimed at 4 to 15 walks in a month (31 days) or a minimum of one weekly recurring walk. The fees are $28, $32, and $34 for 30, 45, and 60-minute walks, respectively. (Please note that the Value Bundle will no longer be available after May 1st)
Loyalty Program: Reserved for clients scheduling over 16 walks in a month (31 days) or at least four weekly recurring walks. The pricing structure is $25, $29, and $31 for 30, 45, and 60-minute walks, respectively.

2.1.2 Pair Walk Services. This entails the simultaneous walking of two dogs, available in 45 or 60-minute sessions.

2.1.2.1 Pricing Tiers and Packages.

Regular Package: Suitable for 1 to 3 walks in a month (31 days), with prices set at $31 and $35 for 45 and 60-minute sessions, respectively.
Value Bundle: Geared towards 4 to 15 walks in a month (31 days) or at least one weekly recurring walk, priced at $26 and $30 for 45 and 60-minute sessions, respectively. (Please note that the Value Bundle will no longer be available after May 1st)
Loyalty Program: Designed for clients booking upwards of 16 walks in a month (31 days) or a minimum of four weekly recurring walks. The fees are $23 and $27 for 45 and 60-minute sessions, respectively.

2.1.3 Group Walk Services.Group walks accommodating 3 to 5 dogs, with options for either 60 or 90-minute durations.

2.1.3.1 Package-Based Pricing Structure.

Regular Package: For clients opting for 1 to 3 walks in a month (31 days), the charges are $29 and $35 for 60 and 90-minute walks, respectively.
Value Bundle: Tailored for 4 to 15 walks in a month (31 days) or at least one weekly recurring walk, the costs are set at $24 and $30 for 60 and 90-minute walks, respectively. (Please note that the Value Bundle will no longer be available after May 1st)

Loyalty Program: For those scheduling over 16 walks in a month (31 days) or at least four weekly recurring walks, the pricing is $21 and $27 for 60 and 90-minute walks, respectively.

2.1.4 Additional Services (Dog Walk Services).In addition to our standard dog walking services, we offer a suite of supplementary services available to our clients for an additional charge. The following outlines the specific services, associated costs, and terms.

2.1.4.1 Paw Cleaning (Wipes) & Towel Dry.

Regular Package and Value Bundle: Available for a nominal fee of $3.
Loyalty Program: Complimentary.
Service Protocol: Conducted post-walk, this service involves cleaning the dog’s paws with wipes and drying their body with a towel. Clients are required to provide the necessary wipes and towel, positioned in an accessible location for our walker. The responsibility of cleaning the used towel lies with the client.

2.1.4.2 Feeding & Watering.

Regular Package and Value Bundle: Priced at $5.
Loyalty Program: Available for $3.
Service Protocol: Executed before or after the walk, as per the client's preference. Our walker will change the water in the bowl and serve food as per the client’s instructions. Clients must ensure the food is readily accessible and provide detailed feeding instructions and schedule. Liability for any adverse effects arising from the food is disclaimed.

2.1.4.3 Paw Moisturizer.

Regular Package and Value Bundle: Available for $5.
Loyalty Program: Reduced rate of $3.
Service Protocol: Application of paw moisturizer post-walk. The moisturizer will be supplied by us, and clients are responsible for informing us of any allergies or potential reactions their dog may have.

2.1.4.4 Nose Moisturizer.

Regular Package and Value Bundle: Priced at $5.
Loyalty Program: Offered at $3.
Service Protocol: Post-walk application of nose moisturizer. Similar to the paw moisturizer, clients must disclose any known allergies.

2.1.4.5 Medication Administration.

Regular Package and Value Bundle: Charged at $8.
Loyalty Program: Reduced rate of $6.
Service Protocol: Administered pre- or post-walk as specified by the client. Medication must be pre-arranged by the client in an accessible location, along with detailed instructions. Liability for any adverse effects from the medication is disclaimed.

2.1.4.6 Hair Brushing (per 15 minutes).

Regular Package and Value Bundle: $10 per 15-minute session.
Loyalty Program: $8 per 15-minute session.
Service Protocol: Conducted pre- or post-walk. The number of sessions required may vary based on the dog's fur condition and cooperation. Clients are to provide the brush and ensure it's accessible. Aggressive behavior from the dog may result in session cancellation.

2.1.4.7 Ear Cleaning.

Regular Package and Value Bundle: Priced at $12.
Loyalty Program: Available for $10.
Service Protocol: Can be performed pre- or post-walk. Clients must supply ear wipes or cleaner and disclose any known allergies. Aggressive behavior from the dog may lead to cancellation.

2.1.4.8 Teeth Brushing.

Regular Package and Value Bundle: Charged at $12.
Loyalty Program: Offered at $10.
Service Protocol: Executed pre- or post-walk. Clients must provide toothpaste, brushes, or wipes and are responsible for informing us of any allergies. Aggression from the dog may result in cancellation.

2.1.4.9 Mini Training Session (30 minutes).

All Packages: $40 per 30-minute session.
Service Protocol: Conducted pre- or post-walk in a safe environment such as a dog park, backyard, or client’s home. Tailored to the client’s specifications. Clients must inform us in advance of any aggression or special care requirements.

Disclaimer. We hold no responsibility for any issues arising from allergies, reactions, or adverse effects related to the use of provided materials or consumables. Clients are required to inform us of any such risks in advance. All services are subject to availability and our standard terms and conditions.

2.1.5 Additional Charges and Liability.

2.1.5.1 Fee Structure for Multiple Pets (Dog Walk Services)

Puppy Surcharge: Our services do not incur additional charges for puppies.
Discount for Additional Pets: In households requiring services for multiple pets, a discount of 50% off the standard rate is applied to the second and subsequent pets, provided they require identical services. This discount is uniformly applicable across all three packages: Regular Package, Value Bundle, and Loyalty Program.
Diverse Service Requirements: Should different pets within the same household necessitate distinct services, the full price will be charged for each service accordingly.

2.1.5.2 Out-of-Hours and Holiday Service Charges.

Business Hours: Our standard business hours are from 9 AM to 6 PM.
Additional Charges: Services rendered outside of these hours, including walks, will incur an additional fee of $5 per walk. This surcharge also applies to services provided on recognized holidays, including Saturdays, Sundays, New Year’s Day (January 1), Family Day (the third Monday in February), Good Friday (the Friday before Easter Sunday), Victoria Day (the Monday before May 25), Canada Day (July 1), Labour Day (the first Monday in September), Thanksgiving Day (the second Monday in October), Christmas Day (December 25), and Boxing Day (December 26).
Uniform Application: These additional charges are consistent across all three service packages: Regular Package, Value Bundle, and Loyalty Program.

2.1.6 Liability for Walker Injuries.In instances where our walker sustains injury due to the behavior of a client’s dog, such as biting or other aggressive actions, the client shall bear full responsibility for the resulting medical expenses. It is imperative that clients ensure their pets are suitably trained and controlled to prevent such occurrences.

2.2 Pet Sitting Services. Our pet sitting services extend to a variety of pets, including but not limited to dogs, cats, rabbits, hamsters, and lizards. We offer two distinct categories of pet sitting: drop-in visits and overnight sitting.

2.2.1 Drop-in Visit Services. Tailored for pets within the same household, drop-in visits are available in durations of 30, 45, and 60 minutes.

Regular Package: Intended for clients booking 1 to 3 visits in a month (31 days). The fees are $31, $35, and $37 for 30, 45, and 60-minute visits, respectively.
Value Bundle: For 4 to 15 visits in a month (31 days) or at least 1 weekly repeated visit. Charges are set at $26, $30, and $32 for 30, 45, and 60-minute visits, respectively. (Please note that the Value Bundle will no longer be available after May 1st)
Loyalty Program: Designed for clients scheduling 16 or more visits in a month (31 days) or a minimum of 4 weekly repeated visits. The rates are $23, $27, and $29 for 30, 45, and 60-minute visits, respectively.

2.2.2 Overnight Sitting Services. The rate for overnight sitting is standardized at $169 for a 10-hour duration, applicable across all three packages: Regular Package, Value Bundle, and Loyalty Program.

2.2.3 Supplementary Pet Sitting Services and Associated Terms.Our pet sitting services offer various add-on services for an additional charge, these services are detailed as follows:

2.2.3.1 Paw Cleaning (Wipes) & Towel Dry.

Service Availability: Complimentary for both Regular Package and Value Bundle clients, as well as those enrolled in the Loyalty Program.
Service Execution: This service will be performed during the scheduled pet sitting session. It includes cleaning the pet’s paws with wipes and drying their body with a towel.
Client Obligations: Clients are required to provide the necessary wipes and a clean towel, ensuring these are accessible to our sitter. Responsibility for laundering the used towel remains with the client.

2.2.3.2 Feeding & Watering.

Service Charge: Offered at no additional cost for all package tiers.
Service Execution: Conducted during the pet sitting session. Our sitter will replenish water and serve food according to the client’s instructions.
Client Responsibilities: Clients must prepare and make accessible the pet's food and provide detailed feeding instructions. Liability for any adverse effects resulting from the food is disclaimed.

2.2.3.3 Paw Moisturizer Application.

Service Fee: A nominal charge of $3 for clients of both the Regular Package and Value Bundle, as well as those in the Loyalty Program.
Service Execution: Applied during or post pet sitting session.
Disclaimer: We disclaim responsibility for any reactions or allergies. Clients are urged to inform us of any known sensitivities their pets may have to the moisturizer's ingredients.

2.2.3.4 Nose Moisturizer Application.

Service Fee: Priced at $3 across all service packages.
Service Execution: Administered during or following the pet sitting session.
Disclaimer: Liability for any adverse reactions is disclaimed. Clients should disclose any allergies their pets may have.

2.2.3.5 Medication Administration.

Service Charge: Complimentary for all clients regardless of their package enrollment.
Service Execution: Performed during the pet sitting session as per client instructions.
Client Obligations: Clients are responsible for preparing the medication and ensuring its accessibility. We are not liable for any issues arising from medication administration.

2.2.3.6 Hair Brushing (per 15 minutes).

Service Fee: Charged at $10 and $8 for 15-minute sessions under Regular Package and Value Bundle, and Loyalty Program respectively.
Service Execution: Conducted during or after the pet sitting session. The number of sessions may vary depending on the pet’s fur condition and temperament.
Client Responsibilities: Clients must provide the necessary brushing tools. Aggressive behavior from the pet may result in session cancellation.

2.2.3.7 Ear Cleaning.

Service Fee: Set at $12 for Regular Package and Value Bundle clients, and $10 for Loyalty Program enrollees.
Service Execution: Conducted during or post-visit.
Client Obligations: Clients are to provide ear cleaning materials. We disclaim responsibility for any adverse reactions.

2.2.3.8 Teeth Brushing.

Service Fee: Priced at $12 and $10 for clients of the Regular Package and Value Bundle, and Loyalty Program respectively.
Service Execution: Performed during or following the pet sitting session.
Disclaimer: Liability for any issues arising from teeth brushing is disclaimed. Clients should provide necessary materials and inform us of any allergies.

2.2.3.9 Mini Training Session (per 30 minutes)

Service Fee: A standard charge of $40 for a 30-minute session, applicable across all packages.
Service Execution: Conducted during or after the pet sitting session at the client’s premises, tailored to the specific needs of the pet.

Client Notification Requirement: Clients are to inform us in advance if their pet exhibits aggressive behavior or requires special care.

2.2.4 Additional Charges and Liability.

2.2.4.1 Fee Structure for Multiple Pets.

No Additional Puppy Charge: Our services do not include an extra fee for puppies.
Discount for Multiple Pets: In a household with multiple pets requiring identical services, a nominal charge of $5 will be applied to the second and subsequent pets. This fee is consistent across all three packages: Regular Package, Value Bundle, and Loyalty Program.
Diverse Service Requirements: Should different pets in the same household require varied services, standard pricing for each distinct service will be applicable.

2.2.4.2 Additional Charges for Non-Standard Hours and Holidays

Non-Business Hours Surcharge: An additional fee of $5 will be levied per drop-in visit or overnight sitting conducted outside of standard business hours, defined as 9 AM to 6 PM.
Holiday Surcharge: A similar surcharge of $5 applies to services provided on designated holidays, inclusive of Saturdays, Sundays, New Year’s Day (January 1), Family Day (the third Monday in February), Good Friday (the Friday before Easter Sunday), Victoria Day (the Monday before May 25), Canada Day (July 1), Labour Day (the first Monday in September), Thanksgiving Day (the second Monday in October), Christmas Day (December 25), and Boxing Day (December 26). This fee structure is uniformly applicable to all service packages.

2.2.5 Liability for Injury Caused by Client's Pet.In the event our sitter incurs injury attributable to the behavior of a client's pet, such as biting or other aggressive actions, the pet owner shall be held responsible for covering all associated medical expenses.

2.3 Overview of Dog Training Options.Our dog training services are structured to cater to various training needs through two primary formats: private sessions and Mini classes.

2.3.1 Private Sessions.

Levels and Structure: We offer private sessions divided into three distinct levels, each encompassing a series of six classes. Each class has a duration of 45 minutes.
Location of Sessions: These sessions are conducted in the client's home.

2.3.2 Mini Classes.

Thematic Focus: Mini classes are designed around specific training themes, such as potty training, leash training, and other targeted areas of canine behavior.

Class Format: These classes are structured to address particular behavioral or training needs in a group setting.

2.4 Abandoned Pets; Re-homing.In the event that a pet owner arranges for our services and fails to retrieve their pet after the agreed-upon service period, "Matt and Hanna" reserve the right, at our sole discretion, to place the pet in foster care, transfer care to appropriate authorities, or find alternative arrangements. The pet owner agrees to reimburse us for all costs and expenses associated with such actions. Additionally, we reserve the right to remove a pet from our care if we deem it necessary for safety reasons. Efforts will be made to contact the pet owner or their emergency contact to arrange alternative care. In the absence of contact, we will exercise our best judgment to ensure the pet's well-being. The pet owner is responsible for all costs incurred in such situations and authorizes the release of their pet’s veterinary records for relocation or re-homing purposes.

2.5 Emergencies. We advise pet owners to provide their service providers with contact information for emergencies where medical care for the pet may become necessary. Service providers are obliged to promptly contact the pet owner in such cases. If the pet owner is unreachable, they authorize the service provider to obtain necessary veterinary care. Pet owners also authorize the release of their pet’s veterinary records in these situations. Should a pet owner refuse medical care when contacted, they release the service provider from any liability or claims arising from not seeking such care. Pet owners are responsible for any medical treatment costs and authorize these charges to their payment method. We recommend that all clients maintain adequate pet insurance to cover veterinary care costs.

3.Payment Terms

3.1 Payment Schedule. Our billing system is designed to accommodate both frequent and one-time clients. Regular clients, who utilize our services on a repeated basis, are billed monthly on the first day of each month or on the day of their first scheduled service, depending on which occurs first. For clients engaging with our services on a one-time basis, billing occurs on the day of their first scheduled service. In both scenarios, an invoice detailing the services and fees will be sent to the client via email or text message, ensuring transparency and clarity in our billing process.

3.2 Payment Methods. Clients are offered two convenient options: cash and e-transfer. For those preferring e-transfer, payments can be directed to matthewtse01@gmail.com. We kindly request that clients include their invoice number in the transfer notes to streamline the payment tracking process. It's important to note that whether opting for cash or e-transfer, the payment due date is set for either the first day of the month or the first day of the service, depending on which occurs first.

3.3 Late Payment Policy. We have instituted a policy where a $10 penalty is levied for each day a payment is overdue, starting from 7 days after the initial due date.

3.4 Cancellation Policy. We request that any changes or cancellations to bookings be communicated to us at least 24 hours in advance of the scheduled service time. Failing to do so will incur a $10 late cancellation fee. Additionally, a $5 rescheduling fee will be applied for any changes made without the requisite notice (24 hours). However, to appreciate the commitment of our loyal clients, these fees are waived for bookings under the Value Bundle (rescheduling fee only) and the Loyalty Program (both cancellation and rescheduling fees).

3.5 Late Fees and Additional Charges.As a pet owner, you acknowledge and agree that failing to retrieve your pet at the end of the service period specified in a booking will result in additional charges. These charges will be calculated on a pro-rata basis for each partial late day, based on the daily rate established in the booking. Furthermore, you agree to indemnify "Matt and Hanna" for any additional costs and expenses incurred due to your delayed retrieval of your pet. These costs may be charged to your designated payment method.

3.6 Currency of Transactions. Please note that all charges and transactions conducted with "Matt and Hanna" are in Canadian Dollars (CAD). This applies to all our services, including dog walking, pet sitting, and dog training, as well as any additional fees or penalties as outlined in our Terms of Service. Clients are advised to consider this when making payments to ensure accurate and timely financial transactions.

3.7 Promos/Coupons.When utilizing a promotional or coupon code, it must be entered during Booking in the 'Promo Code' field to redeem the offer. Coupons cannot be combined with other coupons or promotional offers and are limited to one per transaction. They may not be redeemed for cash, credit, or refund. Specific restrictions apply as stated in the terms of each offer. "Matt and Hanna" reserves the right to limit coupon usage on certain services. Online coupons are only valid as per the specific terms of each offer.

4. Scheduling and Availability

4.1 Operating Hours. "Matt and Hanna" operates from Monday to Friday, between 9 AM and 6 PM. Services requested outside these hours are subject to additional charges as outlined in Section 2, "Fees and Payment Terms."

4.2 Booking Process. Clients wishing to utilize our services can easily book online via our website. This process involves filling out a booking form, after which we will reach out to the client to arrange a preliminary meet-and-greet session. This meeting is critical to finalize service details, including pricing, add-on services, key exchange, and other logistical arrangements.

4.3 Advance Booking Requirement. To ensure availability, clients are required to book services at least 7 days in advance. Bookings made less than 7 days prior to the desired service date may not be guaranteed due to potential scheduling constraints.

5. Liability and Risk Management

5.1 Liability Limits. To the maximum extent permitted under applicable law, "Matt and Hanna" shall not be liable for any indirect, special, incidental, or consequential damages, including travel expenses, or for any business losses, loss of profit, revenue, contracts, data, goodwill, or other similar losses or expenses that may arise out of or are in any way connected with the use of or inability to use our services. Furthermore, in the provision of our dog walking, pet sitting, and training services, "Matt and Hanna" exercises the utmost care and professionalism. However, it is expressly stated and mutually understood that our walkers, sitters, or trainers are not liable for any accidents, incidents, or health issues which may arise with pets under our care. This exclusion of liability extends to, but is not limited to, any unforeseen injuries, ailments, or behavioral problems that may occur regardless of our preventative measures and protocols. We adhere strictly to best practices in pet care, yet unforeseen circumstances may arise beyond our reasonable control. Clients acknowledge that every pet is unique and may respond differently to various situations, including those involving other animals, humans, or environmental factors. Therefore, while we pledge to provide attentive and responsible care, we are not liable for actions or behavior of pets that are inherently unpredictable.

5.2 Damage or Injury Responsibility. In regard to potential damage to property or injury caused by pets under our care, "Matt and Hanna" disclaims responsibility for any such occurrences. It is the pet owner's obligation to assume full liability for any damages or injuries caused by their pet, including but not limited to damages to others' property, injuries to other pets, or injuries to people. This stance is rooted in the understanding that pet owners are ultimately responsible for the actions of their pets. As a preventive measure, we recommend pet owners ensure their pets are adequately trained and socialized, especially when interacting in public or communal environments. Furthermore, it is crucial to note that in cases where a pet under our care causes harm or damage to our walkers, sitters, or trainers, or to their personal properties, the pet owner shall bear full responsibility for such incidents. The liability encompasses covering any medical treatments, repairs, or replacements necessitated due to actions or behavior of the pet. This clause underlines the accountability of the pet owner for their pet's actions, ensuring that our staff are protected and that the pet owners are cognizant of their responsibilities in maintaining the safety and well-being of everyone involved. By agreeing to our services, clients confirm their understanding of these terms and accept the responsibility to indemnify "Matt and Hanna" against any claims, damages, or liabilities arising from the behavior or actions of their pets while under our care. This indemnification extends to any costs or expenses, including but not limited to legal fees, arising from such claims.

6.Health and Vaccination Requirements

6.1 Vaccination Requirements. In accordance with our commitment to maintaining the highest standards of pet health and safety, "Matt and Hanna" enforces stringent health and vaccination requirements for all pets under our care. Prior to the initiation of any services, it is imperative that clients provide verifiable proof of current vaccinations for their pets. Specifically, we require documentation of a rabies vaccination, valid within a three-year timeframe, for all dogs and cats. This measure is a crucial preventive step to safeguard not only the individual pet but also the broader pet community from the potential spread of this severe disease. Moreover, for dogs participating in our group or pair walking services, an additional vaccination against Kennel Cough is mandatory. This vaccination should be current, with validity within one year, to ensure the utmost protection against this highly contagious respiratory disease. By mandating this vaccination, we aim to foster a safe and healthy environment for all pets engaging in our communal activities.

6.2 Sick Pet Policy. Furthermore, our sick pet policy mandates full disclosure from clients regarding any illnesses their pet may be suffering from, including, but not limited to, kennel cough, canine influenza, parvovirus, and external parasites. It is the pet owner's responsibility to promptly inform "Matt and Hanna" of their pet's health status before the commencement of services. Our team will then conduct a thorough assessment of the pet's condition to determine the suitability and safety of providing our services under such circumstances. We reserve the right to terminate our services if deemed necessary for the wellbeing of the pet in question or to prevent potential health risks to other pets under our care. This rigorous approach to health and vaccination requirements is fundamental to our operations. It ensures that we are providing a responsible and safe service, mitigating health risks to the pets entrusted to us. In instances of non-disclosure or misrepresentation of a pet's health condition by the client, any resulting issues or complications will be the sole responsibility of the pet owner. This policy underlines our unwavering commitment to the health and safety of all pets, while also safeguarding our business from liabilities arising from preventable health issues.

7. Client Responsibilities

7.1 Certification of Compliance with Applicable Law.By accessing and using "Matt and Hanna" services, you certify that you are (1) at least 18 years of age or the age of majority in your jurisdiction, whichever is higher, and (2) will comply with all applicable laws and regulations in your activities through our service. For pet owners (clients), this includes ensuring pets are vaccinated, licensed, identification-tagged, and/or microchipped as required by local laws or regulations. You also agree to obtain and maintain any mandatory insurance policies for your pets, benefiting third parties, including our service providers, to the same extent as they benefit you. You acknowledge that "Matt and Hanna" relies on these certifications from you, is not responsible for ensuring all users comply with laws and regulations, and will not be liable for a user’s failure to do so.

7.2 Client's Role. Clients engaging with "Matt and Hanna" are required to uphold certain responsibilities to ensure the effective and safe provision of our services. It is imperative for clients to fully disclose all pertinent information regarding their pet's health, including any allergies, diseases, and behavioral issues such as aggression. This disclosure is vital for us to tailor our care appropriately and mitigate any potential risks.

7.3 Communication Expectations. Furthermore, clients must maintain an accessible method of communication, such as phone calls or text messages. This will enable us to provide timely updates after each service and ensure effective communication, particularly in emergency situations.

7.4 Phone Number Changes.In the event of deactivating a mobile phone number that you have previously provided to "Matt and Hanna," you agree to promptly update your account information with us. This is to ensure that messages intended for you are not mistakenly sent to the individual who may acquire your former number. Timely updating of your contact details is crucial for maintaining effective communication and ensuring the continued smooth provision of our services.

7.5 Property Access. Regarding property access, clients are obliged to provide our walkers, sitters, and trainers with access to their property during the scheduled service times. In instances where access is not possible, and the client is unresponsive to our attempts to contact them, resulting in our inability to provide the scheduled service, a cancellation fee of $10 will be applied.

8. Termination Policy

8.1 Termination by Client. Clients wishing to terminate their service agreement must provide a 24-hour notice prior to the scheduled service time. Failure to provide such notice will result in a $10 cancellation fee for each service that falls within this window. Notably, clients enrolled in our Loyalty Program are exempt from this cancellation fee.

8.2 Termination by Service Provider. The service provider reserves the right to terminate services under certain conditions, including but not limited to situations where it is deemed unsafe to continue service, inability to provide service, or lack of access to the client's property.

8.3 Refund Policy. In the event of termination, clients are entitled to a refund for any unused or unprovided services, after deducting any applicable cancellation fees. Refunds will be processed and issued within 10 business days.

9. Dispute Resolution

9.1 Dispute Resolution. If clients have any complaints or issues with our services, our preferred approach is to amicably and efficiently resolve complaints without resorting to arbitration. Before initiating arbitration, you are required to contact us in writing to outline your complaint. This can be done through the contact information (email) provided on our website. Your written complaint should include your name, the email address associated with your account, a comprehensive description of the dispute, and the specific remedy you are seeking. It is important that your complaint is made on an individual basis and is personally signed by you. This step is crucial to give us the opportunity to work together towards a resolution.

12. Copyright and Intellectual Property Rights

All content and materials provided by "Matt and Hanna," including but not limited to the text, graphics, logos, images, service methodologies, and website design, are the exclusive property of "Matt and Hanna." These elements are protected by copyright and other intellectual property laws. Clients and third parties are prohibited from copying, reproducing, modifying, distributing, displaying, performing, or transmitting any of the content and materials of "Matt and Hanna" for any commercial, public, or unauthorized purposes. Any unauthorized use of these materials may result in legal action to enforce our intellectual property rights. This includes seeking appropriate remedies, including financial compensation and injunctive relief, for infringement or breach of our intellectual property rights.

13. Third Party Services, Links

Our service may include links to third-party websites or resources. You acknowledge and agree that "Matt and Hanna" is not responsible or liable for the availability, accuracy, content, products, or services of these external sites or resources. The inclusion of any links does not imply endorsement of the websites, their content, or services. You bear sole responsibility for and assume all risks associated with the use of any such external websites or resources.

14. Indemnification

Clients agree to indemnify, defend, and hold harmless "Matt and Hanna" and its employees, agents, and affiliates from any claims, liabilities, losses, damages, and expenses, including reasonable attorney fees and court costs, arising from or related to the client's use of our services, any breach of this agreement, or the actions or behavior of their pet. This indemnification extends to cases involving claims of damage or injury caused by the client's pet to other parties, whether they be people, other pets, or property.

15. Force Majeure

15.1 Definition of Force Majeure Events. This clause recognizes that unforeseen events beyond the reasonable control of either party, such as natural disasters, severe weather conditions, acts of God, war, terrorism, or other major disruptions, can interrupt or hinder our ability to provide services.

15.2 Effect on Services. In the event of a force majeure, "Matt and Hanna" may be required to cancel or delay services without prior notice. We prioritize the safety and well-being of both pets and staff in such circumstances.

15.3 Relief from Obligations. Under force majeure conditions, "Matt and Hanna" is temporarily relieved from fulfilling our respective contractual obligations without any penalty. This relief extends until normal operations can be resumed safely and feasibly.

16. Miscellaneous

16.1 Amendment of Terms. "Matt and Hanna" reserves the right to amend these Terms of Service at any time. Any amendments will be effective immediately upon posting to our website or direct communication to clients. Continued use of our services following any changes constitutes acceptance of the new terms.

16.2 Severability. Should any provision of this agreement be deemed invalid or unenforceable, the remaining portions shall remain valid and enforceable, preserving the agreement's intent as much as legally possible.

16.3 Entire Agreement. This document represents the entire agreement between "Matt and Hanna" and our clients, superseding all prior agreements, whether written or oral.

16.4 Waiver. The failure of "Matt and Hanna" to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.

For questions or concerns about the "Matt and Hanna" Service or these Terms, please contact us on our website.

DOG WA​LKING

pet Sitting

DOG TrainING

Terms of Service

DOG WALKING