(Dog owner Agreement)
At Little Urban Wolves we strive to deliver a service that supports dogs and their owners within our community. We take our role seriously and aim to provide a safe and supportive experience for all owners and their dogs.
By using Little Urban Wolves (LUW); dog owners agree to the terms of use set out below; and release Little Urban Wolves, and its employees, from any liability for accident or injury sustained while at our facility.
Little Urban Wolves adheres to the following Code of Conduct:
NSW Animal Welfare Code of Practice No5
Pet Industry Association of Australia – National Code of Practice
1.0 Little Urban Wolves Responsibility
Little Urban Wolves will
1.1 Maintain a clean and safe environment to minimise risk of illness or injury to dogs in our care.
1.2 Supervise all dogs to ensure the risk of injury or stress is minimised.
1.3 Maintain team training standards in canine interactions to ensure all dogs are supported and have an opportunity to grow their social and personal skill sets at LUW.
1.4 Contact pet owners to inform of any signs of illness or injury.
1.5 Provide owners with accurate and honest feedback to allow the identification of illness and any behavioural issues that may arise in their dog.
1.6 LUW will work with dog owners to achieve best outcomes for dogs in all situations.
2.0 Dog Owners Responsibility
Dog Owners will
2.1 Ensure their dogs are up to date with current C5 vaccinations. Providing vaccination certificates as vaccines are updated.
2.1.1 Titre testing certificates for C3 component are accepted as proof of immunity, these must be updated annually.
2.2 Maintain an effective worming and flea treatment plan.
2.3 Keep all dogs home from daycare if any sign of illness has been present within the past 24 hours, OR if a dog has been released from a veterinary hospital within 3 days, of scheduled daycare.
2.4 Inform LUW staff if someone, other than your regular owners, will be collecting your dog. Names and phone numbers are required.
2.5 Ensure dogs arrive prior to 10am, Monday to Friday to support daily schedule.
2.6 Ensure dogs are on a lead and controlled while in the reception area.
2.7 Accept responsibility for all damages caused by their dog, to property and other dogs, while in the Little Urban Wolves facility.
3.0 New Families
We are always excited to welcome new families into our canine community.
3.1 All new dogs must undergo a 5 hour assessment on their first visit. This is to ensure they are suited to our daycare environment, and to allow us to identify any support that may be required as new dogs transition to daycare.
3.2 Dogs are assessed for basic cue understanding, interaction and ability to read social cues from other dogs, responsiveness to our team, and anxiety and aggression towards other dogs and our staff.
4.0 Trial Periods
Following assessment, all dogs serve a 3-visit trail period to allow further assessment as dogs transition to daycare.
4.1 Trail periods are served during general daycare visits. During this time, consultation with dog owners will be sought to address any possible issues identified, or to simply gain a better understanding of your dog’s experiences prior to joining our daycare. LUW will always prioritise a dog’s welfare, safety and wellbeing.
4.2 New dogs are required to attend weekly for their first 3 visits to allow continuity in their transition period.
4.3 Initial assessment is valid for 4 weeks, dogs who do not attend our facility for 4 weeks after initial assessment, may be required to undergo their assessment again. This is to ensure continuity in the transition period for new dogs.
5.0 Special Diets/Food Allergies and Medications
5.1 LUW does not feed breakfast, unless a requirement by a Small Animal Nutritionist or Vet.
5.2 If a dog has dietary restrictions, please ensure detailed information is provided to LUW staff to ensure special needs can be met.
5.3 If a dog requires a special diet, please provide an ample supply of food, labelled with your dog’s name.
5.4 MEDICATIONS are required to be labelled with:
· Dogs Name
· Medication Name
· Dosage
· Time schedule for administration
· Any additional requirements (to be taken with food etc).
6.0 Behaviour
6.1 Owners are required to disclose any known behavioural/reactivity problems their dog has in relation to food, toys, other animals, or humans.
6.2 Failure to disclose behavioural issues may result in a dog excluded from our facility.
6.3 Breakout pens may be used to support dogs in managing feelings of overwhelm or high arousal.
6.4 Dogs may be placed in facility harnesses to support safe handling of dogs requiring focused behaviour support.
6.5 The owner is responsible for any damage their dog causes to LUW property, other dogs or other dog owners while in our facility.
7.0 Undesirable Behaviours
7.0 Undesirable Behaviours
We work with dogs to manage arousal during the day to ensure our facility is a calm and enjoyable space for all dogs who attend.
Undesirable behaviours which require correction
· Excessive barking
· Humping
· Biting
· Ignoring staff direction
· Jumping up
· Ignoring social cues
· High bursts of physical arousal (Zoomies) – inability to self regulate
Should these behaviours be exhibited, we will discuss behaviours with dog owners and decide on the best course of action. A dog may be suspended, to support private training, or expelled at the facility’s discretion for the safety and welfare of others dogs at our facility.
9.0 Desexing
9.1 We allow dogs to attend daycare, intact, until the age of 10 months of age.
9.2 A note from your vet is required to delay desexing beyond 6 months of age, as per local council regulations.
9.3 When a dog reaches sexual maturity, we work with dog owners to manage heat cycles and hormonal behaviours.
9.4 Female Heat cycles – We require all females to pause daycare for 6 weeks from first show. All females must be bathed prior to returning to daycare.
9.5 Male dogs may need to suspend daycare, dependent on their hormone surges.
9.6 Should a dog exhibit unwanted hormonal behaviour, daycare will be paused until desexing can be carried out, this will be discussed with owners in advance.
9.7 All dogs are to be desexed by 10 months old, unless an agreed plan has been created with the owner, LUW and your veterinarian.
10.0 Daycare
10.1 Daycare hours are 7am – 6.30pm Monday to Friday
A half day is 1 – 5 hours of care.
A full day is 5 – 10 hours of care.
Care over 10 hours, will incur an additional fee. (See item 12.0 Additional Fees).
10.2 LUW has an annual shut down period over the Christmas/ New Year period.
10.3 Daycare is not available on New South Wales gazetted Public Holidays.
10.4 Morning drop off is available between the hours of 7am – 9.30am.
10.5 Staffing ratios are capped at 1 team member per 10 dogs.
10.6 Owners are aware that dogs will be on lead and under LUW staff supervision when away from our facility for shuttles, walks or other excursions. While all care is taken, owners are accept that accidents can occur in an outdoor environment, and thus, accept the associated risk.
11.0 Cancellation Policy/No Shows
11.1 Little Urban Wolves requires 12 hours notice for all cancellations.
11.2 Cancellation made within the 12 hour period , may attract a cancellation fee of 50% of the casual rate fee.
11.3 No shows will attract a fee of the full casual rate.
12.0 Additional Fees
12.1 Extending daycare beyond 10 hours will incur a fee of $25.
12.2 Pick ups after end of trade, 6.30pm, will incur a fee of $30 per 15 minutes.
12.3 Please let us know at time of drop off if you anticipate to be over standard hours.
13.0 Daycare Packages
13.1 Daycare packages are prepaid packs, which offer a discount on the regular causal rate.
13.2 Expiry dates apply
10 pack = 12-week expiry
5 pack = 6-week expiry
13.3 Owners must contact LUW for an extension on expiry dates, under special circumstances.
13.4 A special circumstance includes illness, holidays, veterinary procedures and sexual maturation.
13.5 During Annual Shutdown all current packs receive a complimentary 2 week extension.
14.0 Refund Policy
14.1 We do not offer refunds for change of mind, misuse, or deliberated damage.
14.2 Packs purchased at assessment can be issued a pro rata refund, less administrative cost, within the 3 visit trial period. After this, a refund would be considered a change of mind.
14.3 We happily offer replacement or store credits for products purchased.
14.4 Credit will not be offered on deliberate damage or misuse.
14.5 In special circumstances, daycare packs may be refunded to dog owners. This is at LUW discretion.
15.0 Media
Dog owners agree to give Little Urban Wolves the right and permission to use photos and video footage of their dogs while in Little Urban Wolves care. These can be used for training, advertising, promotion, social media or any other purpose.
Little Wolf Shuttle
1. General Outline
• By using our Shuttle Service, you agree to comply with and be bound by these terms.
• Our shuttle service is for the use of transport to and from Daycare only, a daycare
booking is required to book a shuttle service.
• For the comfort and well-being of each dog, we reserve the right to make adjusts to
shuttle routes as needed to ensure smooth and eLicient service.
• If there are any service issues or feedback you need support for, we ask this is
communicated directly to Little Wolves via SMS or Email within 48 hours of the issue
occurring.
• This service is designed to provide safe and timely transport for dogs to and from
daycare.
• The duration of the commute will be under 45 minutes, with the number of dogs limited
for comfort.
• Our service areas include Homebush and surrounding suburbs within a 5Km radius of
Little Urban Wolves Learning and Daycare Centre. Please let us know if you are outside
this area and need a shuttle, we will always aim to find a solution.
2. Bookings
• Book via our Booking Portal – Don’t forget to book your daycare day too!
• Little Wolf Shuttle Service operates Monday, Wednesday, Thursday and Friday,
Morning pick-ups run between 7:00 AM and 9:00 AM and
Afternoon drop-offs run between 2:30PM and 4:30PM.
PLEASE NOTE SHUTTLES ARE NOT AVAILABLE TUESDAY TO SUPPORT VEHICLE
MAINTENANCE AND CLEANING.
• Bookings must be made by 2pm the day prior to service. Routes are planned a day in advance, to ensure efficiency of
service.
• If an urgent shuttle is required, beyond 2pm cut of time, please be aware charge of $15
will apply to the service, as this will likely mean an additional service will need to be
planned.
3. Preparing Dogs for Travel
• All dogs are required to wear an appropriate harness to minimise risk of injury and
escape. We recommend Red Dingo or Petforta harnesses. Step in Harnesses will not be accepted.
• Dogs are to be on a flat lead – retractable leads or bungy leads will not be accepted.
• Please ensure dogs have had an opportunity to toilet prior to shuttle arrival.
• Please do not feed dogs breakfast on shuttle mornings – a $150 cleaning fee may be
charged for vomit or faecal explosions in the shuttle.
4. Pick-Up and Drop-Off
• Clients will receive a courtesy text 5 minutes prior to arrival, to allow ample time to be
prepared and ready to meet the shuttle. This is a kerbside service.
• A fee of $10 is applicable for shuttle delays over 5 minutes for both pick-up and drop-off.
• We cannot guarantee specific pick-up/drop-off times. Clients are encouraged to
leave alternative access keys or arrange for drop-off/pick-up at Little Urban Wolves
to ensure access is available.
• If you will not be home, please ensure harnesses are on and leads are placed at the door
for easy access, Little Urban Wolves staff are not permitted to enter your home beyond the door swing area.
• In the event that door systems or keys fail to function, we will notify you promptly
through SMS or phone call. Should our attempts to reach you be unsuccessful, we will
be need to depart and continue our route. Should failure arise at drop off, we will return
your dog to Little Urban Wolves for collection. The welfare and comfort of the dogs
onboard the shuttle are our first priority . Please be advised that in such circumstances,
a refund will not be provided. This is due to the fact that the inability to access your
premises falls outside our control, rendering us unable to complete our booked service.
5. Associated Risk
• You acknowledge that dogs are unpredictable by nature. We will always prioritise the
safety and well-being of your dog, accidents, injuries, or illnesses may occur.
• You accept full responsibility for any risks associated with the care and transport of your
dog(s), including injury, escape, illness, or death.
By proceeding with your booking, you fully accept these risks and agree Little Urban Wolves is
not liable for any harm, loss, or incident that occurs during the transport of your dog, provided
we have followed our established procedures.
No refunds or compensation will be provided for any issue that arises from circumstances
outside of our control during transport.
6. Client Responsibility
• All dogs will be ready to travel in an approved harness and flat lead.
• Clients will advise of any illness or injury the dog has experienced within the past 48
hours.
• Should access be required, leads are to be hung in easy access points at doorways.
Little Urban Wolves employees will not physically enter your home.
• Please advise at soon as possible if you will not be home, this may require a change in
logistics to avoid leaving dogs waiting in vehicles.
• By proceeding with any service booking, you waive, release, and discharge Little Urban
Wolves, its staff, owners, agents, and contractors from all claims, liability, demands,
damages, or losses resulting from injury, illness, escape, accident, or death that may
occur during transportation or services, provided Little Urban Wolves has acted in
accordance with its standard protocols and duty of care.
Memberships
Membership – Terms & Conditions
By signing up to a Membership (a “membership”), you agree to the following Terms
and Conditions.
1. Payment Schedule
You will be charged your first Month’s Membership Fee on the day you commence
membership. This entitles you to all of the perks of the membership from the date of
purchase. Memberships will renew on the sign up date each month, with
membership credits being reset.
Please be aware, debits may occur 2-3 days on either side of your selected date,
depending on which bank you are with. Debits that fall due on a weekend or public holiday, will be processed the last working day beforehand.
Payments that fall due during our annual shut down period, are payable as usual.
2. Daycare Leave
Members can take 4 weeks daycare leave each calendar year.
2 weeks are allocated for the Christmas/New Year annual shut Down period.
Members have an additional 2 weeks leave they may use at their discretion.
Members have the option of having their payment adjustment on their next due
payment, following leave, or they may have additional days care in lieu.
3. Pausing Membership
Memberships can be paused a maximum of 8 weeks for medical or financial
hardship reasons.
To support this, we require advise in writing, with any relevant supporting
documentation from your vet.
Members can still receive their store discounts and use their Health & Hygiene
services while daycare membership is paused. Contact us so we can come to the
best outcome for your unique circumstances.
4. Payment Amounts
Monthly membership amounts are calculated on a 50-week year, to compensate for
our annual 2 week shut down.
Price changes can occur from time to time; we will contact you with at least fourteen
days’ written notice sent to the email address recorded on file.
5. Debit or Credit Card Authorisation
You request and authorise us to arrange, through our own financial institution, a
charge to your debit or credit card of any amount we have deemed payable by you.
This debit or charge will be made through via the Stripe payment processing platform
from the credit or debit card nominated by you. Memberships will incur a 1.95%
transaction fee.
6. Direct Deposit
Clients are welcome to set up direct deposits to Little Urban Wolves bank account.
This option attracts no transaction fee. We still require a card to be kept of file for all
memberships.
It is the client’s responsibility to ensure funds reach Little Urban Wolves account by
your monthly renewal date; we recommend processing payment 3 days prior to
renewal date each month.
Should payment not be received in Little Urban Wolves bank account by your
monthly renewal date, an administration fee of $35 will be charged and payment will
be process via the card on file, this payment will attract a 1.95% transaction fee.
Please let us know if you prefer to set up Direct Deposit.
7. Changes to and cancellation your membership
Memberships run for a minimum 6 month period, cancellations cannot be made during this time.
You may change your level of membership at any time. Any unused credits will be
forfeited in downgrading a membership.
You may cancel your membership by providing one month’s written notice via email.
8. Your obligations
It is your responsibility to ensure that there are sufficient clear funds available in your
nominated credit or debit account to allow a payment to be made in accordance with
this agreement.
If there are insufficient clear funds in your account to meet a debit payment:
– you may be charged an administration fee of $35.
– we may charge you reasonable costs incurred by us on account of there being
insufficient funds; and
– you must arrange for the payment to be made by another method or arrange for
sufficient clear funds to be in your account by an agreed time so that we can process
the debit payment.
You should check your account statement to verify that the amounts debited from
your account are correct.
If paying by Direct Deposit, funds must be available in our account by the processing date.
9. Dispute
If you believe that there has been an error in debiting your account, you should notify
us directly as soon as possible by emailing hello@littleurbanwolves.com.au. In
addition to this we suggest you speak with our team to allow us to remedy and
issues promptly.
If we conclude as a result of our investigations that your account has been
incorrectly debited, we will respond to your query by arranging a refund to your
account. We will also notify you in writing of the amount by which your account has
been adjusted.
If we conclude as a result of our investigations that your account has not been
incorrectly debited, we will respond to your query by providing you with reasons and
any evidence for this finding in writing.
You agree that by purchasing a membership, you have understood and agreed to
the terms and conditions governing the debit arrangements, attendance, and
grievance procedures between you and Little Urban Wolves as set out in this
request.
Changes to Terms and Conditions
We reserve the right to modify these terms and conditions at any time. Changes will be posted
on our website and will be effective upon posting.
By using our Little Wolf Services, you acknowledge that you have read, understood, and
agree to be bound by these terms and conditions.