Terms & Conditions
Welcome to FairyPaws Premium Pet Care. These Terms & Conditions set out the terms under which FairyPaws provides pet care services to our clients and their pets.
By submitting a booking request, completing the FairyPaws Pet Information Form, confirming a booking, or making a payment, you confirm that you have read, understood, and agreed to these Terms & Conditions.
1. Services
FairyPaws provides professional in-home pet care services, including:
* Live-In Pet Sitting
* Overnight Pet Care
* 8-Hour Pet Sitting
* Drop-In Visits
* Dog Walking
The specific service, dates, duration, number of pets, and care requirements will be confirmed with the client before each booking.
All bookings are subject to availability.
FairyPaws reserves the right to decline a booking where we believe the requested service cannot be provided safely or appropriately.
2. Booking Confirmation & Payment
A booking is confirmed once FairyPaws has confirmed the booking and the required payment has been received.
- A 50% deposit of the total booking amount is required to secure a booking and reserve the requested dates and sitter availability.
- The remaining 50% balance is due before the service begins, unless otherwise agreed in writing.
For last-minute bookings, FairyPaws may require full payment in advance.
Prices are based on the services and number of pets agreed upon at the time of booking. Additional pets, services, extended hours, transportation, or other requests may incur additional charges.
3. Cancellation & Refund Policy
We understand that plans can change. Our cancellation policy allows us to protect the time and availability reserved exclusively for each booking.
Cancellation requests must be submitted in writing via WhatsApp or another official FairyPaws communication channel.
Cancellation Schedule
- 72 hours or more before the service begins: 100% refund of the amount paid
- 24–72 hours before the service begins: 50% refund of the amount paid
- Less than 24 hours before the service begins: No refund
Refund eligibility is based on the time FairyPaws receives the written cancellation request.
Approved refunds will normally be returned to the original payment method. Processing times may vary depending on the payment provider.
4. Rescheduling & Changes
Requests to change booking dates or service duration are subject to availability.
FairyPaws will make reasonable efforts to accommodate changes, but alternative dates or a replacement sitter cannot be guaranteed.
If FairyPaws cannot accommodate the requested change, the original cancellation policy will apply.
If a client returns home earlier than planned or reduces a confirmed booking after the booking has been secured, the unused portion of the booking is generally non-refundable, as the time and availability were reserved specifically for the client.
5. Pet Information & Client Responsibilities
Clients must provide complete, accurate, and up-to-date information about their pets before the service begins.
This includes, where applicable:
* Medical conditions
* Medications and dosage instructions
* Allergies
* Dietary requirements
* Vaccination information
* Behavioural concerns
* Aggression or biting history
* Separation anxiety
* Escape history
* Special care requirements
Clients are responsible for informing FairyPaws of any condition or behavior that could affect the safety or wellbeing of the pet, sitter, other people, or other animals.
Failure to disclose important information may result in the booking being declined or the service being terminated.
6. Pet Health & Veterinary Emergencies
FairyPaws will provide reasonable care according to the instructions and information supplied by the client.
If a pet becomes ill or injured during a booking, FairyPaws will make reasonable efforts to contact the client or designated emergency contact.
If veterinary treatment is reasonably considered necessary, the client authorizes FairyPaws to seek appropriate veterinary care when the client cannot be reached or when immediate action is required.
All veterinary, medication, transportation, diagnostic, and treatment-related expenses are the responsibility of the client.
FairyPaws is not responsible for illness, injury, or complications arising from pre-existing or undisclosed medical conditions.
7. Pet Behaviour & Safety
Clients must disclose any history of aggression, biting, destructive behaviour, escape attempts, severe separation anxiety, or other behaviour that may present a safety concern.
FairyPaws reserves the right to refuse, suspend, or terminate a service if a pet’s behaviour presents a serious or unreasonable risk to the pet, sitter, other animals, or other people.
If a service is terminated due to undisclosed behavioural issues or safety concerns, the booking may be treated as a client cancellation and may not be eligible for a refund.
8. Live-In Pet Sitting
For Live-In Pet Sitting, the client agrees to provide the sitter with a safe, clean, and reasonably suitable environment within the client’s home.
The client must provide clear instructions regarding:
* Home access
* Security systems and alarms
* Wi-Fi, where necessary
* Pet routines
* Feeding and medication
* Emergency procedures
* House rules
* Areas that are off-limits
Live-In Pet Sitting means that the sitter stays at the client’s home during the agreed booking period to provide pet care. It does not necessarily mean the sitter must remain inside the property continuously for every minute of the booking.
The sitter may leave the property for reasonable personal needs, pet-related activities, walks, errands, or other necessary short periods, unless continuous presence has been specifically agreed in writing.
9. Home Access, Keys & Security
The client is responsible for providing safe and reliable access to the property.
The client must inform FairyPaws of any of the following:
* Keys or access codes
* Security systems
* Alarm procedures
* CCTV or monitoring devices
* Building or villa access requirements
* Areas that are off-limits
FairyPaws will take reasonable care of keys, access codes, and the client’s property.
The client should not provide access credentials that are unnecessary for the agreed services.
10. Client's Home & Personal Belongings
FairyPaws will treat the client’s home, belongings, and privacy with care and respect.
The sitter will only access areas reasonably necessary to provide the agreed services and perform normal pet-care duties.
Clients are responsible for securing valuable, fragile, confidential, or personal belongings that do not need to be accessible during the booking.
11. Pet Supplies & Additional Expenses
The client is responsible for providing sufficient food, treats, litter, medication, cleaning supplies, and other essential items required for the pet’s care.
If FairyPaws needs to purchase essential pet supplies or arrange veterinary care, transportation, medication, or other services on behalf of the client, the related costs will be the responsibility of the client.
Additional FairyPaws services requested after a booking has been confirmed may incur additional charges.
12. Photos, Videos & Updates
FairyPaws may provide photos, videos, and updates to the client during pet-care services.
FairyPaws will not use photos or videos of the client’s pets for promotional or social media purposes without the client’s permission.
13. Sitter Safety
FairyPaws is committed to maintaining a safe environment for both pets and sitters.
FairyPaws reserves the right to refuse or stop a service if conditions become unsafe, including:
* Dangerous or aggressive pet behaviour
* Unsafe property conditions
* Hazardous situations
* Serious undisclosed medical or behavioural issues
* Instructions that would place the sitter or pet at unreasonable risk
* Threatening, abusive, or inappropriate behaviour toward FairyPaws staff
If a service must be stopped because of an immediate safety concern, FairyPaws will contact the client as soon as reasonably possible.
14. Limitation of Liability
FairyPaws will provide services with reasonable care and professionalism.
To the extent permitted by applicable law, FairyPaws will not be responsible for losses, injuries, illnesses, or damage resulting from:
* Pre-existing or undisclosed medical conditions
* Natural illness or age-related conditions
* Behaviour that was not fully disclosed by the client
* A pet’s normal or unexpected behaviour
* Inaccurate or incomplete information provided by the client
* Unsafe conditions at the client’s property
* Events beyond FairyPaws’ reasonable control
Nothing in these Terms & Conditions excludes or limits any liability that cannot legally be excluded or limited under applicable law.
15. Force majeure
FairyPaws will not be responsible for delays, interruptions, or inability to provide services caused by circumstances beyond our reasonable control, including natural disasters, severe weather, government restrictions, public emergencies, or other unforeseen events.
Where reasonably possible, FairyPaws will work with the client to find an alternative solution or reschedule the service.
16. Privacy
FairyPaws collects and uses client and pet information only as reasonably necessary to provide services, manage bookings, communicate with clients, and respond to emergencies.
Personal information will not be sold to third parties.
Information may be shared when reasonably necessary to provide veterinary care, process payments, provide requested services, or comply with legal requirements.
For further information, please refer to our Privacy Policy.
17. Changes to These Terms
FairyPaws may update these Terms & Conditions from time to time.
The version published on this page at the time of booking will apply to that booking.
Any material changes will be reflected by updating the effective date at the top of this page.
18. Governing Law
These Terms & Conditions shall be governed by and interpreted in accordance with the laws of the Republic of Indonesia.
The parties agree to make reasonable efforts to resolve any dispute in good faith before pursuing further legal action.
19. Acceptance of Terms
By submitting the FairyPaws Pet Information Form, confirming a booking, or making a payment, the client confirms that they have read, understood, and agreed to these Terms & Conditions.
These Terms & Conditions should be read together with the information provided by the client in the FairyPaws Pet Information Form and the specific booking details confirmed by FairyPaws.