Terms of service

Hound Mates Limited: Terms of Service

Last Updated: 8th May 2026

1. Authority, Acceptance & Supplementary Agreements

Deemed Acceptance: By booking our services, paying an invoice, or releasing your pet into our care, you (the "Client") acknowledge that you have read, understood, and agree to be bound by these Terms of Service in full. In the event that a specific supplementary agreement (such as a Service & Care Agreement or Transport Agreement) is not formally signed prior to the service commencing, these Terms of Service will serve as the default, legally binding agreement between you and Hound Mates Limited.

Supplementary Agreements: Where signed, these Terms of Service apply in conjunction with the specific service agreements provided during your onboarding or booking process. By booking or partaking in our services, the Client acknowledges and agrees that the terms and conditions outlined in those supplementary agreements also fully apply.

Warranty of Authority: By booking any service with Hound Mates Limited (“Hound Mates,” “we,” “us”), you warrant that you are the legal owner of the pet, or are legally authorised to act on behalf of the owner, property, and any persons involved in the pick-up and drop-off.

Acting Under Instruction: Hound Mates acts strictly under the instructions provided by the Client. You are responsible for ensuring that all instructions—including delivery addresses and designated recipients—are accurate and that any third parties involved (e.g., family, flatmates, or staff) are aware of and agree to these terms.

2. Liability & Disclaimers

General Liability: We take every precaution to keep your mates safe. However, except where required by the NZ Consumer Guarantees Act, Hound Mates Limited will not be held liable for any damage, injury, or loss to your dog, person, or property arising from our services.

Exercise Risk & Spontaneous Injury: You understand your dog will be engaging in physical exercise and interacting with the outdoor environment. While we execute our services with the utmost diligence and expert handling, Hound Mates Limited accepts no liability for injuries, illnesses, or new medical conditions that spontaneously develop or are incurred during normal participation in our services. We strongly recommend that you consider maintaining your own comprehensive pet insurance for your own peace of mind, to adequately cover your dog in the event of an unexpected vet visit, illness, or general accident while the pet is in, or has been in, our care.

Transport Liability (CCLA 2017): All pet transport is performed at "Owner's Risk" as defined by the Contract and Commercial Law Act 2017.

3. Health, Medical Disclosure & Identification

Health Declaration: By booking, you confirm your dog(s) are currently fit, healthy, and free from any contagious or infectious illnesses or parasites. You agree to notify Hound Mates Limited immediately of any change in health status.

Injury Disclosure: The Client must disclose all previous or existing injuries or physical conditions. Hound Mates Limited accepts no liability for the aggravation of pre-existing conditions not disclosed herein.

Non-Disclosure Penalty: If an injury or condition is not disclosed and our team subsequently deems the animal unfit for walking, travel, or any of our services, this will be classified as non-compliance. In such cases, we reserve the right to refuse service immediately, resulting in the 100% forfeiture of the service fee or fare.

Identification: Your dog must wear a collar with a current council tag and identification at all times while in our care.

Vaccination Warranty: You warrant that your dog(s) are fully vaccinated (appropriate for their age and veterinary recommendations). You agree to maintain these vaccinations and provide updated records to Hound Mates Limited upon renewal; service will be refused until vaccinations are up to date. Furthermore, you confirm that the vaccination efficacy period has been completed as recommended by a veterinarian, and your dog or puppy is fully protected and safe for travel with other dogs and puppies in a shared space transport environment.

Fitness for Travel: You warrant that the pet has been cleared for travel by a qualified veterinarian and is fit for transport.

4. Dog Walking & Group Sizes

Group Limits: We currently limit group walks to a maximum of 4 dogs. However, Hound Mates Limited reserves the right to increase this group size at our own discretion, provided we remain within the limits mandated by the Auckland Council or relevant local authorities.

Equipment: Owners must provide safe, well-fitting leashes/harnesses. We are not liable for the failure or condition of client-provided equipment.

5. Media Consent & Social Media

By booking our services, you grant Hound Mates Limited an irrevocable, perpetual, and royalty-free licence to use photos and videos of your pet(s) for marketing, social media, and website content.

Opt-Out: You must notify us in writing via email prior to the commencement of service if you wish for your pet to remain "incognito."

6. Booking, Payments & Cancellations

Walking & Check-ins: Full payment is required at the time of booking.

  • More than 24 hours’ notice: 50% refund.

  • Less than 24 hours’ notice: 100% fee forfeiture.

Pet Transport: A 50% non-refundable deposit is required. The balance is due 7 days prior to departure.

  • Cancellations within 7 days of departure: 100% non-refundable.

7. Delivery & Transfer of Responsibility

Authorised Representatives: The Client must provide contact numbers for all Authorised Representatives (auxiliary contacts) responsible for pick-up or drop-off.

Completion of Service: A service is deemed complete when the pet is handed over to the Client or their Authorised Representative at the designated address.

Transfer of Risk: Once the pet is in the care of the recipient at the drop-off location, all responsibility and risk for the pet transfer immediately to that person. Hound Mates Limited is not liable for any incidents occurring after this handover.

8. Transport Environment & Logistics

Pets travel in individual sanitised crates within a purpose-built, ventilated vehicle. Road transport involves inherent variables (traffic, weather, noise); Hound Mates agrees to act with reasonable care and skill.

9. Emergency Vet Care

If your pet requires urgent medical attention and we cannot reach you or your auxiliary contacts, we will act in the best interest of the animal. This includes authorising a veterinarian to provide immediate stabilisation and pain relief at the owner's expense.

10. Privacy & Governing Law

We collect and share necessary information (Shopify, Google, Meta, freight agents) as outlined in our Privacy Policy which can be viewed here: https://houndmates.co.nz/policies/privacy-policy. These terms are governed by the laws of New Zealand.

Questions? Please contact us at info@houndmates.co.nz or call 021 134 2196.