TERMS AND CONDITIONS

Our Policy
Pooch Duchy reserves the right to withdraw or decline the offer of our products and/or services if and when we feel our products and/or service are unsuitable. Reasons may include a concern for the animal’s welfare due to its health or living conditions; or our responsibility for the safety of our carers if an animal appears to be potentially dangerous.

Pooch Duchy will take all due care and precaution at all times whilst caring for your pets. However, Pooch Duchy accepts no responsibility for your pet’s demise or illness in association with services. Similarly, we accept no responsibility for the demise, illness or loss of your pet whilst in our care.

Please note that any advice accepted is at owner’s liability.

Payments & Refunds
Pooch Duchy accepts cash only. No refunds will be given.

Bookings
Pooch Duchy will call, SMS or email to confirm your booking details as part of the booking process 1 day before your scheduled service. We advise customers that it is their responsibility to ensure the booking details are in order, and should amendments be necessary, to contact us 2 days prior to the scheduled service date, according to the booking terms and conditions specific to your individual order. Customers may phone, SMS or email us and we will reconfirm the amended service details within 48 hours. If you are unable to provide us with a valid email address or a phone number we may reach you on, Pooch Duchy shall not be held responsible for errors which may arise.

Changes and Cancellations
Pooch Duchy will endeavour to accommodate any changes you may request. Date changes with more than 2 days notice are welcome with no incurred penalty but remain subject to availability. If date changes are made less than 2 days prior to the scheduled service date, a surcharge applies. Additional services to the original booking will be charged accordingly. Payments made will be forfeited if a cancellation occurs less than 2 days.

In the regrettable event that we are unable to meet your request for changes, should you choose to discontinue our services originally agreed to, any payments made will be forfeited on the basis of being regarded as a cancellation.

Peak Period & Public Holiday Booking Surcharges
Peak period (1 week before Christmas, New Year and Chinese New Year) and Public Holiday bookings surcharges are compulsory and no other exceptions allowed. This is charged per visit of each occasion of services required.

Unforeseen Circumstances
Pooch Duchy will make every effort to ensure that our services are of the highest quality. However, our products and services may be affected due to unforeseen circumstances beyond our control. These circumstances include, but are not limited to, extreme weather conditions, un-cooperative and/or aggressive pets.

While every effort is made to ensure that our prices remain as quoted, occasions may arise when certain circumstances may increase your expenditure. Should this occasion occur, we will endeavour to contact you by phone to notify you in advance of the extra services deemed necessary and the extra charges that will be incurred as a result. In the event of not being able to contact you, we assure you that any or all extra services will be at an absolute minimum, deemed necessary in the best interest of your pet’s health and care. These circumstances may include, but are not limited to, the need to take your pet to the vet, retrieve and return your lost pet. Pooch Duchy will pass on any charges incurred.