Pet Hotel-Same Heart Boarding

Terms & Conditions

Before Service Begins:

• Key handover options:

  • In-person at least 1 day before the first visit

  • Via mailbox with temporary password

  • Stored in a designated safe location agreed in advance

• Key return method must be confirmed before service ends

• A re-delivery fee may apply if key is not collected within 5 days

• For repeat clients, keys may be stored securely with Petopedia (with consent)

Home Security & Privacy:

• Clients are encouraged to have CCTV installed for mutual peace of mind

• We will not enter any areas of the home unrelated to pet care

• We leave the premises in the same condition as found, reporting any incidents

Pet Safety & Behavior:

• All medical needs must be disclosed before the first visit

• Pets with aggression or contagious illness will not be accepted

• We reserve the right to refuse service if a pet poses a safety risk

• Emergency contacts must be provided before service begins

Booking & Cancellation Policy:

• Bookings are confirmed only after full instructions and access details are received

• Cancellations made less than 24 hours before the visit may be charged 50%

• Last-minute bookings are subject to availability

Liability & Responsibility:

• Petopedia is not liable for issues due to undisclosed conditions or unsafe pet behavior

• We are not responsible for property damage caused by pets unless due to sitter error

• Basic liability coverage is in place – full details available upon request

Service Area Notes:

• Travel beyond 20km may incur additional charges

• Parking fees (e.g., for condominiums) must be reimbursed by the client

• Visit time blocks may vary slightly due to traffic or scheduling, but all pets will be attended to on the agreed day